Zendesk Suite
ZendeskExternal reviews
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Versatile and powerful CRM for support.
What do you like best about the product?
Zendesk has enabled me live chat with multiple clients at the same time or one on one .I can also transfer files to my clients PC without any issues.
What do you dislike about the product?
I don't have any dislikes currently concerning the software.
What problems is the product solving and how is that benefiting you?
Zendesk enables me receive notifications in real time and respond without having to stare at my PC screen.
Recommendations to others considering the product:
The perfect solution.
Better support support in the company when referring to customer service.
What do you like best about the product?
I greatly sympathize with Zendesk Support since it is a software that is mainly dedicated to customer service in an automated way, mentioning that it adapts to any environment, once implemented, I like it as it solves problems in an effective way to clients of any company, underlining that it contains additional functionalities that make my work much easier, such as internal notes and similar conversations on a topic, as they are very useful or the organization of particular problems for a better quick solution in order of request.
What do you dislike about the product?
Sometimes it can be confusing for the same users of the system to interact with others, recommending certain solutions which has nothing to do with their presented problems, all this due to the large number of operators of this software on different business platforms, for on the other side of the context, we can reveal that Zendesk integration costs can be high budget, being inappropriate for small category companies since they could not cover these monthly expenses.
What problems is the product solving and how is that benefiting you?
Our departments that are centralized in the assistance services to satisfy the concerns of the clients in our platform, use Zendesk because it offers great perspectives to cover with any problem presented by each of the users of our organization, offering to send us surveys satisfaction rating to these individuals once the service has been performed, including that it is very easy to implement and use, and we agree to address any negligence we have in the area of care.
Recommendations to others considering the product:
Zendesk has constantly improved to modify its customer service more and more, offering them great help to solve their main needs, adapting to the scope of any company, from its basic ticket sales support to live chat or better described , as in real time, in the same way the conversations and even guides that provide a better understanding, really has everything under control in an incredible way, making it a highly recommended system.
Get better customer support in an automated way with Zendesk support suite.
What do you like best about the product?
Initiatively, we can describe Zendesk as quite useful software in terms of the internal notes that it offers to any company that uses this support system on its platform, and the parallel conversations, taking into account that it organizes problems with this particularity, addressing the problems presented in a fast and effective way, causing a satisfaction to each one of the users who require a request for help, depending on the theme of the various different companies, I love this customer support service because of its great complexity.
What do you dislike about the product?
What will happen with a response can be confusing, since often Zendesk users send a response to more people than expected, congesting a severe problem, since they receive information that is meaningless and different from the situations that are They present to the clients of a company on their general platform, mentioning that communications through email can be very overwhelming with the amount of information on the page.
What problems is the product solving and how is that benefiting you?
Zendesk is used by specific departments in my company, since the use of this software has optimized clear and direct types in my organization with respect to support requests, solving the inconveniences that are presented to our users in the digital platform of an automatic and effective way, providing compliance to each one of these, allowing us to maintain a quality service with customers, since it integrates all the communication channels used by the company.
Recommendations to others considering the product:
This software allows us to reduce the time physically spent on our clients in a virtual way, since it offers it digitally and automatically in order to dedicate ourselves more to sales, knowing that Zendesk is there to solve the problems of each of the users in some way. platform, the multi-channel annex allows us to take into account our entire website, social networks, and communication by email in one place, thus providing better support for buyers, being a highly recommended tool in this aspect of support for.
Perfect tool for compliant customer service to satisfy your potential users.
What do you like best about the product?
Its programming is quite peculiar, but it appeals thanks to its multiple help systems, it contains handling of particular problems in each user of the company that exercises this customer service software on its platform, support requests generated by the operators, I they like its dilemma since it offers to solve the fundamental procedures, adapted to each organization, in an automated way, which facilitates the work in a high percentage in companies classified as small.
What do you dislike about the product?
What will happen to a reply can be confusing, as users send replies to more people than anticipated, congesting a problem, underscoring that emails can become overwhelming due to the amount of information requested by different people, settle for, in other ways, there is no way to send long content information to non-Zendesk users.
What problems is the product solving and how is that benefiting you?
It is used in our organization because it meets our needs, providing effective support that adapts to the company's theme and the concerns of our customers, offering them the solution and alternative for their problems presented on our digital platform through the cloud, facilitating work in various aspects because it is automated and its means of communication is through email, being quite effective software in relation to its essential operation.
Recommendations to others considering the product:
it is suitable for solutions in the management of many requests for customer support, if your company needs software that caters to each of its users offering the solution of each presented problem, including internal communications that are extremely useful for solving problems, within the company, as Zendesk is the best solution for your business needs, ideal and recommended for small category organizations.
Zendesk use
What do you like best about the product?
The easy navigation and the stats there to see daily so you can work through the day on improving your time
What do you dislike about the product?
I actually have no dislikes with Zendesk at all
What problems is the product solving and how is that benefiting you?
transferring to another department is very easy to do. I haven't experienced any problems with Zendesk
Recommendations to others considering the product:
It's the easiest service to use for calls and chats I love it.
Zendesk is a great ticketing tool.
What do you like best about the product?
The simplicity of the tool itself. It is easy to use. You can handle many ticket support at the same time. You can see the support tickets, from unanswered ones to the responses of other agents.
What do you dislike about the product?
You will see unanswered tickets, responses from other agents, and other things. It is not easy on the eyes. It makes it difficult to maneuver the tool. There should be a space for the unanswered tickets, space for the responses, space for the other messages, etc.
What problems is the product solving and how is that benefiting you?
I am solving transportation concerns and unapproved documents of our drivers.
Easy to navigate lots of integrations
What do you like best about the product?
I love the macros that can be created. Tags can be used. So many automation options.
What do you dislike about the product?
Sometimes, in play mode CS reps will "bump" into each other. Not a huge issue but it can be annoying at times if you are not double checking to make sure someone else is not logged in the same ticket.
What problems is the product solving and how is that benefiting you?
Quality issues and customer support issues. Zendesk helps make things faster.
Recommendations to others considering the product:
I highly recommend Zendesk. It has everything you need for proactive customer support.
Great CRM to use for smaller businesses
What do you like best about the product?
I liked the ability to search for tickets previously resolved and organize resolutions based on the history provided. I also like the chat features in Zendesk which allows a team to be able to handle issues with clients if phone support is not available.
What do you dislike about the product?
Not much about Zendesk we didn't like. It provided exactly what we needed and what we were looking for.
What problems is the product solving and how is that benefiting you?
We are solving issues like customer turn around time. We strive for quick responses and fast solutions to issues. The ability to integrate JIRA and Slack to Zendesk gives us the ability to share information quickly and efficiently.
Can scale complexity as needed
What do you like best about the product?
Love the flexibility of the different rules, such as groups, views, triggers, automations, etc. Also love the ability to turn the different tags on tickets to be turned into analytics. That way, we could see what product areas were associated with the most tickets.
What do you dislike about the product?
Biggest challenge was that there was no notification of a rule being broken. We would change 1 rule, accidentally break another, and didn't know until days later.
What problems is the product solving and how is that benefiting you?
Support operations and efficiency. Makes it easy to manage ticket flows and scale up complexity as needed.
Recommendations to others considering the product:
Make sure you make the time to administrate before going live.
Great addition to our contact center
What do you like best about the product?
Zendesk has been a great addition to our contact center. We have been using it for over three years and it has grown with us as our company has grown. The best features are the integrations with our other technology solutions, Answer Bot for frequently asked questions, and easy ways to report on ticket types.
What do you dislike about the product?
There are some limitations when you do not have an enterprise license. It makes additional features such as chat and the knowledge management tool to work less efficiently.
What problems is the product solving and how is that benefiting you?
We are able to tackle low hanging fruit like frequently asked questions with Answer Bot, which free our agents up to respond to more challenging inquiries from our customers. We can also utilize the macro features to auto-fill information on a ticket to save the agents' time during each interaction.
Recommendations to others considering the product:
Make sure you consider what level license you re going to purchase and how quickly your growth will allow you to get the top level.
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