Zendesk Suite
ZendeskReviews from AWS customer
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Great AI
What do you like best about the product?
An excellent AI that's really easy to use. The dashboard makes adding new data effortless and it has a lot of useful features.
What do you dislike about the product?
Not a lot. There is the occasional bug or slightly cumbersome feature, but on the whole it's a great product.
What problems is the product solving and how is that benefiting you?
It helps ease the workload that's placed on the customer service.
Ultimate's Bot - easy to manage
What do you like best about the product?
Bot's content is easy to manage and a training of the bot is effortless. New features will be updated regularly.
They have a feature where AI automatically propose untrained messages related to some intent. I really like that.
Fast usability. Training data moves straight to the end user's production.
They have a feature where AI automatically propose untrained messages related to some intent. I really like that.
Fast usability. Training data moves straight to the end user's production.
What do you dislike about the product?
Actually not worth mentioning. Some small bugs but those will be tackled after reported.
What problems is the product solving and how is that benefiting you?
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"An efficient live chat software
What do you like best about the product?
Zendesk Chat provides better service for our customers to respond to their queries and it enables us to use macros for mostly asked questions. The implementation is very easy and It helps in gathering leads which grows sales. It works well with mobile as well the overall application is user-friendly because its very simple to use even new users can easily grip on all of its features. It connect us with customers in real-time and let me discuss about product features.
What do you dislike about the product?
It does not enable you to edit your reply once it is delivered and another dislike in this application is that it is quite expensive as compared to other alternatives. They don't provide network monitoring and there is no work area morning, so need more updates to solve these issues fir better experience.
What problems is the product solving and how is that benefiting you?
Zendesk Chat platform is well suited for small size business who needs great chat features as our company is using this platform to provide quick support to our customers and it helped us a lot in building good and strong relationships with new customers and Pre-Chat features let me help to contact with customer before starting a chat. Sending attachments is another best opportunity for us and I can send any format of files to my clients.
Impossible not to love Zendesk!
What do you like best about the product?
The best part of Zendesk is that there is a centralized system for answering customer requests and there is a ticket number assigned to each request which makes it super easy to keep track of who has been helped and who has not. I also like that it provides you with an option to "tag" requests and make rules so that it can get sent to the appropriate support member and the appropriate department.
What do you dislike about the product?
There is a lot of training involved with Zendesk for employees that have never used it before. There is also a pretty complicated and detailed process for implementing it in the first place. However, in my experience, Zendesk has always been very helpful and able to fix any problems that arise. Probably because they have a great system for their support management ;-)
What problems is the product solving and how is that benefiting you?
Anyone who has ever been in customer service knows that when several emails come in and several customers email you several times, it can get messy and your inbox gets cluttered which leads to lost messages and no response to customer emails. That is one of the worst things that can happen in this day and age. So, we implemented Zendesk and since we have not had any problems - customer satisfaction is through the roof! My personal theory is that this is because customers get a "receipt" and a ticket number when sending in a support message, and that makes them feel as if they don't have to worry about their message getting lost or if it was ever sent at all.
Recommendations to others considering the product:
I recommend looking at how your company handles customer service requests and then looking at the volume and whether there is a way to refine your CRM and talk to your coworkers or employees and listen to their experiences. Then look at Zendesk Support and see if these needs can be met with Zendesk Support.
Seamless Integration
What do you like best about the product?
What I like most about Zendesk is that it makes it easier for customers to get the help they need, but it also makes it easier for the company to help them. The platform is great at compiling customer questions, and having one continent place to view everything.
What do you dislike about the product?
My only dislike is that to my knowledge Instagram is not covered in the support suite (or at least was not last time I checked), but no major dislikes!
What problems is the product solving and how is that benefiting you?
With Zendesk my company tried to streamline or customer support. Before, we would answer a customer's question on multiple platforms and it became very repetitive. This has allowed us to make these FAQs more accessible, and has freed up our time to help customers with more unique issues.
zendesk is getting better
What do you like best about the product?
great interface! its easy to use and good calling/ emailing features. i have the ability to have multiple inboxes at once. good customer service and i can customize the tools to what best fits needs of the business. communication/tasks/ data access is great!
What do you dislike about the product?
does not easily integrate with some apps/software. it can get a bit pricey. its freezes quite a bit. i don't really like how a ticket can be reopens with a response to a ticket. it can be a bit irritating when there's other tickets that need to be worked on .
What problems is the product solving and how is that benefiting you?
we use it for submitting tickets to IT. it provides more options that i have seen with other software when submitting a ticket.
Recommendations to others considering the product:
i would recommend to play around and explore with it a bit. provide general details on the simpler things if agents are new to the program.
Most powerful suggestion engine out there
What do you like best about the product?
Ultimate.ai's suggestion engine works perfectly as a baseline for customer support agents. It increased roughly 20% of our response times and you can pretty much count the savings there already.
In a world where chatbot AI is a big fad, the AI bot from Ultimate is one of the rare ones which truly has an AI engine to help us also fully automate things. It also scales pretty much to any language.
In a world where chatbot AI is a big fad, the AI bot from Ultimate is one of the rare ones which truly has an AI engine to help us also fully automate things. It also scales pretty much to any language.
What do you dislike about the product?
At this point there's nothing I'd say I dislike. Happy with the service.
What problems is the product solving and how is that benefiting you?
Our customer agents are much happier with the suggestion engine and makes them work a lot faster and efficiently. Copy and paste-answers are not needed anymore when the engine brings those automatically there too.
An excellent tool for business
What do you like best about the product?
The convenience of having it right on my computer and not having the hassle of a phone on my desk. As well as the integration into our ticketing system.
What do you dislike about the product?
Every once in a while, the call quality is not the best. But it’s definitely not often.
What problems is the product solving and how is that benefiting you?
The integration into our ticketing system with Zendesk is definitely the biggest benefit. there’s no need to open a ticket or try to scramble to get a ticket open to get down the information that someone is saying to you. The ticket opens as soon as you take the call and you’re ready to start typing all of your important information immediately.
Zendesk is a very robust tool for customization and integration into other systems
What do you like best about the product?
We like how easy it is to create new custom business rules for ticketing flows and automation. It is easy to ingest from eternal 3rd party programs and has a robust Analytical reporting dashboard built in.
What do you dislike about the product?
We would like the ability to ingest live social conversations into Zendesk.
What problems is the product solving and how is that benefiting you?
We are consolidating multiple different sources of tickets into a single dashboard. We are also creating automatons to speed up our internal processes.
Support is truly awful. The platform is confusing.
What do you like best about the product?
Absolutely nothing. I can't believe I lived with them for 2 years. that's on me. They were awful from the start and never got better.
What do you dislike about the product?
Their bot on the 'Help' section offers NO info and runs you in circles. There is no way to start a ticket or email support that I can find. Any search on how to reach support sends you to their 'help' page - with no option for contact. When you call, they never get back to you. So ironic that support company is some of the worst support I've ever experienced.
I dislike everything about them. The support is awful. The platform is confusing. Help doesn't exist.
I dislike everything about them. The support is awful. The platform is confusing. Help doesn't exist.
What problems is the product solving and how is that benefiting you?
We needed a Knwodgle base and chat. No benefits realized.
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