Zendesk Suite
ZendeskExternal reviews
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powerful, omni-channel support platform
What do you like best about the product?
Fairly intuitive UI with no coding required. It allows us to work effectively and efficiently to address each one of our customer's concerns. Whereas some products simply exist in a silo, Zendesk does a nice job of connecting multiple systems to provide a more holistic view of our customer interactions.
What do you dislike about the product?
The built-in data/analytics functionality has a lot of nuanced mechanics and isn't very intuitive, even to someone with a BI background. It tries to be helpful, but I've had to learn a lot of its "quirks" before being able to really build out reports and dashboards in the way I want.
What problems is the product solving and how is that benefiting you?
We need a single channel for responding to all of our customer inquiries and gaining insights into trends and common issues. It was very important for us to be able to aggregate insights to pass along to the rest of the organization for more effective decision-making.
Recommendations to others considering the product:
If you're looking for a powerful platform to manage the majority of your customer-facing communications, Zendesk is a great product. It helps with automated actions and triggers, fields for reporting, and saved responses for more efficient agent work.
Zendesk Support Suite
What do you like best about the product?
We recently transferred to Zendesk Support Suite, and so far, what I like best is the Guide Admin - article update. We can initiate the following process using the new functions:
1. Review Status – there is an option to submit for review before publishing the article. This way, we can monitor and keep track of newly created pieces.
2. Tasks – this function can assign an article task to update the article to a particular agent.
I created new process on how to assigning article review to Peerson of Contact in a certain Brand. Also, we are very interested in Automating Chat Bots. This will help the team to manage our resources to other workload. I also believe it will create better end-user experience as they will see article guide related to their concern. It will also help us boost our Knowledge Management site.
1. Review Status – there is an option to submit for review before publishing the article. This way, we can monitor and keep track of newly created pieces.
2. Tasks – this function can assign an article task to update the article to a particular agent.
I created new process on how to assigning article review to Peerson of Contact in a certain Brand. Also, we are very interested in Automating Chat Bots. This will help the team to manage our resources to other workload. I also believe it will create better end-user experience as they will see article guide related to their concern. It will also help us boost our Knowledge Management site.
What do you dislike about the product?
I'm currently working on migrating our report from GoodData to Explore, and so far, I'm having difficulties. For instance, I created dataset that I cannot download through Excel and it turns out that I just need to edit the name. In addition, there are calculated filed that are not available in Zendesk Explore. I read similar concerns and have not addressed yet by Zendesk.
What problems is the product solving and how is that benefiting you?
First, I watched 2 Zendesk Training from Explore to re-create our Good Data report. It's challenging for me because there are metrics that I need to do from scratch because of different terminologies. Good thing that there are available articles to guide me.
Recommendations to others considering the product:
I will advise you to watch training videos and do not hesitate to ask questions for support.
Nice ticketing management platform with analytic tools
What do you like best about the product?
I love Zendesk explore. With this embeded analytic and reporting tools allow me to get data insights easily and quickly without doing the analysis manually through Excel. SLA and Customer satisfaction features are as well great to track customer feedback ans set the baseline within our team to take action on certain tickets. Zendesk also provide live chat channel which we can inquire/raise issue to customer support directly. The response is quite fast.
What do you dislike about the product?
There are some features that Zendesk can find ways to improve:
1. Delay in executing the data. Zendesk requires some times to sync across all tools when the backend configuration (e.g. ticket field) is updated. As the result, the data doesn't update instantly causing some delay in executing or running the data. This give me a hard time to figure out immediately whether my query behave in the way I want to or not.
2. Ticket form. the ability to creating the ticket form based on customer needs is great. But some fields cannot be modified or required technical knowledge to hardcode. I found this difficult for non-IT to work on.
3. Answer bot. Bot on Zendesk does not learn from the users' inputs. Instead, it suggests articles based on the set of logic that have been pre-defined.
1. Delay in executing the data. Zendesk requires some times to sync across all tools when the backend configuration (e.g. ticket field) is updated. As the result, the data doesn't update instantly causing some delay in executing or running the data. This give me a hard time to figure out immediately whether my query behave in the way I want to or not.
2. Ticket form. the ability to creating the ticket form based on customer needs is great. But some fields cannot be modified or required technical knowledge to hardcode. I found this difficult for non-IT to work on.
3. Answer bot. Bot on Zendesk does not learn from the users' inputs. Instead, it suggests articles based on the set of logic that have been pre-defined.
What problems is the product solving and how is that benefiting you?
Easier and more organized tickets. Be able to track back to the conversation history without running through Outlook. Able to run the report and create dashboard directly with Zendesk tools.
Recommendations to others considering the product:
It is useful platform for ticketing management with its built-in knowledge base center and analytic tool. Many add-ons may be needed, for example, side conversation history or linking parent and child tickets. With its CSM, the pricing is cheaper than others in the market.
Workable team
What do you like best about the product?
Chat and phone options that allow to easily navigate through
What do you dislike about the product?
The fact that we are not able to un-merge tickets
What problems is the product solving and how is that benefiting you?
Customer queries
Zendesk is really awesome!
What do you like best about the product?
Zendesk is
- easy to handle,
- easy to navigate,
- easy to intertwine with other apps,
- really good support!
We are building up step by step our CC, and it is awesome to do everything on one platform.
just awesome.
- easy to handle,
- easy to navigate,
- easy to intertwine with other apps,
- really good support!
We are building up step by step our CC, and it is awesome to do everything on one platform.
just awesome.
What do you dislike about the product?
Scenarios for talk lines are not covered enough.
What problems is the product solving and how is that benefiting you?
We are giving customer care, and it is terrific, how easy it is to bring all on one ticket.
Recommendations to others considering the product:
It is essential to align your processes to Zendesk. First, make yourself familiar, what Zendesk can do for you, and which "button" results in what. Then align your process to it. We managed to make some of our procedures tighter, thanks to Zendesk. So get all out of it.
All-in-one CRM Platform
What do you like best about the product?
Customizability and responsiveness of support teams.
What do you dislike about the product?
Some essential features are either not available or need to be customized.
What problems is the product solving and how is that benefiting you?
Ticket Management, Traffic Routing, and Timely Resolution of Tickets
Recommendations to others considering the product:
Check the needs of your organization and see how Zendesk suite will enter the picture to ensure the utmost efficiency
Zendesk Support Suite is the best package for small-medium businesses
What do you like best about the product?
There is a wide range of products in Zendesk that together form a super powerful package. This allows us to easily integrate with other existing systems and databases to provide a complete Customer Support system. Also, agent efficiency is highly improved with the simplest interface. Agents don't need to install any extra software in order to access it, they can work from anywhere in the world. User friendly on the Help Centre side is also a big plus.
What do you dislike about the product?
I prefer to do email support rather than chat support as sometimes we don't have time to chat
What problems is the product solving and how is that benefiting you?
Mostly technical problems with customers. The best benefits are to have a fast/easy, and manageable support ticketing system.
Recommendations to others considering the product:
Extendability is what makes Zendesk powerful. Please keep improving APIs, App frameworks APIs, and other facilities inside Zendesk.
Switching to Zendesk because the Support is just...better.
What do you like best about the product?
The agents AND my account executive are so prompt. I have worked with platforms that take days to respond, and especially in the set-up and implementation stages, I feel like this is so necessary.
What do you dislike about the product?
Sometimes I feel like the request isn't thoroughly read, and I got SCHOOLED when I tried to email support directly versus submitting my request via a form. It wasn't a stellar reception. I feel like if people need help, you help them? It's not the easiest to find the "proper form" to submit either...which is why I emailed. I'm guessing they have a more challenging time routing the request to the right team if it's a general support email, but technology is also a thing, and I can't wait to use the AI options within ZD for routing!
What problems is the product solving and how is that benefiting you?
Frankly, I'm more comfortable with Zendesk - that's the short answer, but I see more value since the answer bot and chat are included in the price. These features are typically add-ons with other platforms. I want to use Gather, but the current help information is tough to navigate, and I'm not sure it meets our needs at the moment so I will probably wait on that aspect. Specifically, it is challenging to understand if/how I can have some topics that are open to prospective users without making them create a log-in or not. Viewing permissions and user segments are just very confusing overall.
Quality CRM that helps us have positive interactions
What do you like best about the product?
Customizability, and an intuitive interface. It makes it easy to do it "our way"
What do you dislike about the product?
A few quirks that increase time spent per ticket, like it won't send an email and save an internal note simultaneously.
What problems is the product solving and how is that benefiting you?
We used to outsource our CS. We brought it in-house & Zendesk has made that possible, and done so smoothly.
Zendesk help center is really helpful
What do you like best about the product?
easy access to customers previous interactions
What do you dislike about the product?
a little hard to set up, i had to contact the support team to ask for assistance
What problems is the product solving and how is that benefiting you?
having more control and organization over our interactions with our customers
Recommendations to others considering the product:
For admins; carefully read the documentation before making any changes to the account.
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