Zendesk Suite
ZendeskExternal reviews
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ZenDesk is the best platform you can use!
What do you like best about the product?
All the features that ZenDesk provides, and there are MANY! I love the live chat, and also the help desk articles are a great resource.
What do you dislike about the product?
There are so many features and apps that can be intergrated to ZenDesk, so it's hard to know where to begin or what is best for your business.
What problems is the product solving and how is that benefiting you?
Working remotely was our number 1 reason for looking at different platforms that can integrate with our systems currently in place. The benefits that we have realized and really loved are having our calls recorded and having the CRM system help identifying customers.
Recommendations to others considering the product:
Have a member from ZenDesk help with integrations.
Good support and self-serve, lacks intuitive out of the box chat & telephony options
What do you like best about the product?
Zendesk's support team is very helpful and easy to get a hold of. They have a vast Help Center that has allowed us to self-serve when appropriate. The suite is easy to use and offers a wide variety of customization. Love Zendesk Explore (reporting) & the ticketing system.
What do you dislike about the product?
Zendesk seems to have lost track of improving out-of-the-box features for their Talk and Chat channels, as they move full steam into their messaging and reporting channels. While I appreciate the focus on continuous improvement of their platform, our primary channels of chat and talk do not have all the easy usability as other platforms can provide (queue management, separate chat ticket creation to name a few).
What problems is the product solving and how is that benefiting you?
Trying to limit the number of systems that our support team must use to support our clients. Even though Zendesk doesn't offer some needed items in a support center (WFM as an example), it is an industry leader and has taken time to make sure it can be implemented with a wide variety of platforms. Many other SaaS platforms create apps to integrate into Zendesk, which we have found incredibly easy to use.
Recommendations to others considering the product:
Great place to house your omnichannel solutions. Zendesk is continuously improving its product and listening to its customers.
If your primary use for Zendesk is it's Talk channel, you may consider exploring this in detail as it doesn't seem to measure up against other telephony providers.
If your primary use for Zendesk is it's Talk channel, you may consider exploring this in detail as it doesn't seem to measure up against other telephony providers.
Zendesk Review
What do you like best about the product?
I like that Zendesk is one centralized place for all of the support options that we offer (email/tickets, forms, live chat, WhatsApp, social media, etc.)
What do you dislike about the product?
I dislike that it can be confusing to set up certain features. Specifically, we are trying to use the flow builder for the live chat, and it seems very basic/lacks certain features to improve it (like allowing customers to fill out a form that creates a support ticket rather than leading to only an article or live chat)
What problems is the product solving and how is that benefiting you?
We are mainly solving customer service complaints and helping customers with placing and ongoing order support.
Question was answered quickly on first response.
What do you like best about the product?
I didn't need to have multiple follow-ups to get the answer I needed. When I submit a ticket I typically am just looking for reassurances to the questions I've already answered myself through research in your knowledgebase.
What do you dislike about the product?
Nothing. I really shouldn't need to answer this at all, but apparently you need a response to every single question, and this survery is grading me on the number of words that I submit. But hey if this is what you want to read in order to get a good grade on a survey then by all means lets go. I can litereally keep typing this nonsense and we could go for days and days!!!! This in my humble opinion is not a good way to get an accurate response to the questions you are hoping to recieve.
What problems is the product solving and how is that benefiting you?
Typically its questions relating to Triggers, and automations within zendesk. Sometimes I need to know why a ticket is not being routed the way I expect it to be, and when I can't figure it out myself then I submit a ticket. Other times I'll submit a ticket simply to ensure that I'm doing a particular task the right way. In this instance I was trying to make the trigger I had setup was the most efficient way of routing the tickets to where they needed to go, and notifying the agent in charge of that ticket so that she answers it in a timley manner.
Recommendations to others considering the product:
Make sure your triggers and automations are tailored to your specific business needs. Don't be afraid to integrate social media into your platform because it will make your life easier in the long run.
Zendesk Support Suite
What do you like best about the product?
The solution is expandable, customizable, and flexible.
It allows for easy communication with customers and provides enough features to account for standard processes to work efficiently. There is a very flexbile API structure that allows users to use and manipulate data and integrate with 3rd party systems for expanded use of the system.
Some of the standardized features are split out into separate packages which makes the solution very flexible but a bit expensive if you want a single feature. They have recently intruduced this suite packaging which bundles most of the features together making it an easier use case to sell and support internally.
It allows for easy communication with customers and provides enough features to account for standard processes to work efficiently. There is a very flexbile API structure that allows users to use and manipulate data and integrate with 3rd party systems for expanded use of the system.
Some of the standardized features are split out into separate packages which makes the solution very flexible but a bit expensive if you want a single feature. They have recently intruduced this suite packaging which bundles most of the features together making it an easier use case to sell and support internally.
What do you dislike about the product?
There are some concerns around security of attachments as well as flexibility of role based permissions. It would be nice to see some improvements around who can view/edit which tickets from an agent as well as end user perspective to become more granular.
What problems is the product solving and how is that benefiting you?
We use Zendesk to support both internal employees as well as external customers. The features of the suite allow us to deliver more information to the people who need it most.
Very responsive and easy system to use.
What do you like best about the product?
The team provided specifics surrounding the issue and plans to keep me updated.
What do you dislike about the product?
The amount of time it is taking to actually fix the issue, but this is unrelated to the tech support system.
What problems is the product solving and how is that benefiting you?
Theme issues that sound like others are experiencing. Worried it is something that will take a long time to resolve.
More than 10 years!
What do you like best about the product?
I like the UI. It's so simple and easy to use. Zendesk Talk makes it easy for me to contact be and be contacted by customers. All interactions are documented. The reports are great too.
What do you dislike about the product?
The cost. Would be great if it's cheaper.
What problems is the product solving and how is that benefiting you?
Multi-channel support, I like the reporting and advanced analytics.
Couldn't Perform My Job Without Zendesk Support Suite
What do you like best about the product?
Zendesk allows our business and my team to expand as we continue to grow and add more and more content and process - both internally and externally to our client base. It's a scalable solution that is easy to adapt to internal/external changes.
What do you dislike about the product?
The pricing model can be challenging at times, but the Sales team has been very open and accommodating to our needs.
What problems is the product solving and how is that benefiting you?
We provide all 900+ customers of ours with support across multiple different brands - allowing me full transparency into our customer support. This helps me drive business decisions with regards to the optimization of my team and offering our customers world-class support.
Fast and friendly!
What do you like best about the product?
The ease and how quick it was to get help
What do you dislike about the product?
Nothing about the interaction was unfavorable. :)
What problems is the product solving and how is that benefiting you?
We are solving customer questions, comments, order trouble, and shipping trouble.
simplicity and detail
What do you like best about the product?
easy to automate recurring tasks and ensure that fans receive the right response each time.
What do you dislike about the product?
It would be great to automate recipient emails of form submissions by type - so a specific form a fan fills out is also shared with any external parties automatically.
What problems is the product solving and how is that benefiting you?
We are scaling quite nicely and helping more customers faster than ever before! Automation is key.
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