Zendesk Suite
ZendeskExternal reviews
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Zendesk
What do you like best about the product?
I personally like the on-the-fly changes that we can make for our Customers.
What do you dislike about the product?
Explore can be a little frustrating at times as there are some events that we feel are important but, not easily reported on or at all.
What problems is the product solving and how is that benefiting you?
Automations and handling large ticket volumes. Being able to look at specific attributes/characteristics of a ticket and action on them is extremely helpful.
Reasonable program with potential capacity
What do you like best about the product?
Combines threads and queues pretty easily. Tags are helpful.
What do you dislike about the product?
Limited ways to include multiple business disclaimers for different types of messages. Each ticket opens different windows of threads instead of streamlining all communications for a customer within a view
What problems is the product solving and how is that benefiting you?
Messaging customers
Keeping things organized in one place
Keeping things organized in one place
The best option for the support of your web applications.
What do you like best about the product?
Zendesk is a tool that allows an amazing extensibility of many other areas of a business, when we refer to a company in general in its sales, since it agrees to create objectives to accept responses activated in various data formats, for customizations, being quite useful at the same time, since it adapts to any environment, which is one of the basic functions that this software contains that I like the most, without excluding that it is very easy to manage previous requests to the system of a particular company.
What do you dislike about the product?
Among negative aspects regarding the software, we can mention that it needs a more fluid transition, between the administrator view, that is, from the point of view of the account of a high-grade operator in the system, including the sending of a ticket It is somewhat deficient, which can be a problem if you do not know how to handle this kind of errors with certainty and experience, highlighting that it should have a way of having equality between users and digital managers.
What problems is the product solving and how is that benefiting you?
We use Zendesk, in most of the different fields in our organization, in these including the use of the incoming technical support, service in the accounts and requests from our contact page to communicate with the users, which one of the departments of customer service, specializes in this branch, and therefore uses this software, since it provides all the necessary tools to establish a prudent work, according to the priority issue to these individuals, underlining that in the same way we use this system as entry point for tasks and projects.
Recommendations to others considering the product:
Zendesk is ideal for managing requests and tasks with different internal tools, including that it has integrated a great support functionality for different sectors that need help, whether they are with the system or for the customer service branch, which is very useful and the option most frequently used, underlining that it is incredible for the administration and help with the tickets that are sent, with relevance to the products you have and the correct processes to follow to solve your needs.
Decent Support Tool, but still needs some innovation
What do you like best about the product?
User Friendly
Good for basic client management
Has the foundation for a company that is servicing mostly phone really well
Good for basic client management
Has the foundation for a company that is servicing mostly phone really well
What do you dislike about the product?
Ticketing system is difficult for actual productivity monitoring for a real call center
Due to the ticket statuses, difficult to see actually daily productivity versus total quantity
If you use for email support, will be very difficult to actually monitor actual productivity- only shows overall business quantity totals. Difficult to make CPH metrics for agents
Chat is weak tool--not a lot of investment there
Due to the ticket statuses, difficult to see actually daily productivity versus total quantity
If you use for email support, will be very difficult to actually monitor actual productivity- only shows overall business quantity totals. Difficult to make CPH metrics for agents
Chat is weak tool--not a lot of investment there
What problems is the product solving and how is that benefiting you?
Customer interactions through multichannels, but it's too simple for truly complex customer innovation.
Seems more fit for dealing with a one product business that works with client relationship versus customer service.
Seems more fit for dealing with a one product business that works with client relationship versus customer service.
Ready for efficient and effective communication?
What do you like best about the product?
the interface is simple and easy to use.
What do you dislike about the product?
Sometimes you can lose formatting from incoming emails.
What problems is the product solving and how is that benefiting you?
I use Zendesk Support Suite for several things from assisting clients with their product to product education. I love how simple it is to organize tickets from each client. There are options to create auto responses and prewritten emails. This makes time management even easier for my team and I.
Recommendations to others considering the product:
Don't wait! Make the switch and be sure to integrate your service with all of the options!
Easy to deploy and configure. NLP works even with minor (rare) languages.
What do you like best about the product?
Responsive and professional customer success team. Industry knowhow. Robust technology.
What do you dislike about the product?
Integration with other "competing and/or complementing" platforms.
What problems is the product solving and how is that benefiting you?
Customer service chatbot.
Recommendations to others considering the product:
Strong buy
Great partner
What do you like best about the product?
The combination of the suggestion engine and automation allows us to leverage the experience of our agents to improve the bot in each interaction. The true value however lies the partnership with Ultimate who helped us implement and deploy a bot within 8 weeks. I'm truly excited to see where this will take us.
What do you dislike about the product?
There's not much to dislike. As these solutions go, we are still in early days and there are opportunities to improve but we are quite happy.
What problems is the product solving and how is that benefiting you?
Ultimate.ai handles a lot of common requests, leaving our agents available to help customers with more complex matters. We have seen a substantial drop in calls pertaining to specific topics and are quite satisfied with the results so far.
Recommendations to others considering the product:
Talk to existing customers
Exceptionally easy to learn and use
What do you like best about the product?
The UI design is excellent. Easy to learn and use. It took less than ten minutes to browse the entire suite and commit the mapped layout to memory. I congratulate the designers on this. Simplicity without skimping on function.
What do you dislike about the product?
What I dislike isn't a ZenDesk issue, but the universal browser design of multiple tabs needed to view various pages. If there were tabs on ZD within one tab on my browser, this would be sweet..
What problems is the product solving and how is that benefiting you?
Having a database of information, easy to browse through and search, well, the searchability with keywords is phenomenal and much more intuitive than I would have expected. The site is also quick on search response time. It's quite reliable. It's only up to our team to create a knowledge base that is best for our team, and ZD facilitates that with ease.
Perfect marriage of Zendesk and AI
What do you like best about the product?
We were super impressed with ultimate.ai from the first meeting to today’s fantastic results. As Zendesk is a core part of our support organization, we were looking for a provider that integrates seamlessly with Zendesk and can do more than automate FAQs. Today we automate complex end to end conversations and processes, categorize tickets and help our agents navigate through their daily chats. With ultimate.ai we also measure CSAT closely and they are constantly helping us not just automate but also improve the customer experience.
What do you dislike about the product?
Nothing so far! Everything seems pretty good.
What problems is the product solving and how is that benefiting you?
Chat automation, suggesting answers for agents, Zendesk Support ticket categorization and routing. We’ve been able to resolve over 40% of our cases automatically (and I mean resolve, not deflect!).
Recommendations to others considering the product:
Absolutely recommend using ultimate.ai. Especially if you are a Zendesk user and need to handle multiple markets and languages, ultimate.ai is your partner in crime!
Zendesk incredible support to improve company automation.
What do you like best about the product?
Our experience with this platform has been good, our team simplifies a lot of work in terms of support, we maintain a constant and growing performance, in addition the functions that Zendesk provides allow us to have a stable and solid communication within the company . It is easy to use and very practical. The support of this software is good, it helps the user to obtain the performance they want, online they have videos that help with the configuration of this platform.
What do you dislike about the product?
Some minor errors that must be corrected, in our case bad experiences or problems we have not had. If we suggest that you add a function or option to remove the emails we send, it happens to us that sometimes we want to remove some mail and it is not possible after it is sent. It would be a good solution to this.
What problems is the product solving and how is that benefiting you?
Our company maintains good call management, we have better project management that allows us to work with higher performance and thus obtain work fluency. We provide greater and solutions to our clients and we update our WEB Site. As for the management, it monitors the SLA that helps to intervene if necessary so that we can meet our objectives.
Recommendations to others considering the product:
Companies can use this platform as an aid for better management and thus provide customers with the best service and with the quality they deserve, it integrates very well with email, telephone line, social networks and real-time chat, it is very complete and very good option, easy to handle. Fully recommended Zendesk.
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