Zendesk Suite
ZendeskReviews from AWS customer
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Easy to set up and organise
What do you like best about the product?
The ease of implementation, segregation, creation, and organisation of articles for the help centre.
What do you dislike about the product?
You have to use a 3rd party to customise your help centre's appearance. There should be an easy option to model the Help Center. Still, if you know HTML or have colleagues, you can design the Help Center to your liking.
What problems is the product solving and how is that benefiting you?
The main problem Zendesk Guide solves is reducing the number of contacts a company receives as the clients can use it to find required information instead of turning to CS. Setting up numerous auto responses based on various rules makes every CS manager's life much easier.
Recommendations to others considering the product:
If you want to use different that the original Zendesk guide theme, please look for other vendors who provide such a service. Knowledge of HTML is beneficial if you want to make some cosmetic changes yourself.
A lot of potential!
What do you like best about the product?
The interface is easy and straightforward to use and customize. Zendesk's support center is also very informative and helpful for whenever I have questions. Additionally, as the primary team member who uses Guide (the help center tool) I've found it easy to use and customize, although there are limitations.
What do you dislike about the product?
While Zendesk is easy to use, there is a lot of potential to expand the features to be even more user-friendly and connect Support to Guide and other products. Macros are easily managed but don't have organizational capabilities, which makes mass-editing a lot of canned responses, triggers, views, tags, etc tedious.
What problems is the product solving and how is that benefiting you?
We use Zendesk to communicate with customers via email and set up our help center. Zendesk gives us the nuts and bolts to do so.
Recommendations to others considering the product:
Keep in mind that the live chat doesn't integrate well with it. Help Center (Guide) integrates satisfactorily, but is largely a separate thing.
Zendesk promotes the communication and monitoring of tickets
What do you like best about the product?
I love this tool because I can use it as an internal support product to maintain a serious, objective and consistent communication with the objectives of my clients. Also, I can track the tickets by registering interactions. It is worth mentioning that it is intuitive, colorful and with a very dynamic call functionality for the enjoyment of the software. Without a doubt it encourages communication.
What do you dislike about the product?
I have nothing against Zendesk, I think it is tailor-made for optimal business support performance.
What problems is the product solving and how is that benefiting you?
We have worked with Zendesk in several facets, mainly as an internal support tool to keep our customers satisfied and answer their questions about our projects. In addition we have adapted it to almost all departments and through the registration of tickets we can have an internal order of the suggestions and demands of the company's workers.
Recommendations to others considering the product:
It is highly recommended to all people who wish to obtain excellent internal functioning in terms of support and tracking of tickets. It definitely meets all the minimum requirements that a software of this nature must have, it is fast and efficient.
Great!
What do you like best about the product?
Simplicity! It really helps me through all of my working processes.
What do you dislike about the product?
I feel really comfortable with all of the software. I got no complains.
What problems is the product solving and how is that benefiting you?
Customer Self-Service.
Social Customer Service.
Communication Tools.
Social Customer Service.
Communication Tools.
Recommendations to others considering the product:
For the time i worked with it, it was an awesome tool to have. It really helps the workflow!
zendesk the best software for customer support chat
What do you like best about the product?
It is good software for asking question to clients
What do you dislike about the product?
Some times it is annoying to customers because when customer visits the website the chat appear again and again
What problems is the product solving and how is that benefiting you?
It is Useful for solving customer issues and queries
Continuous Glitches
What do you like best about the product?
It is easy to use, practical and allows the employes to manage information in a more organized way. In addition, it takes into consideration the privacy of the client's information.
What do you dislike about the product?
In a month it might show issues like slow performance or it crashes. In addition, when there are several users using the program they might meet in a same ticket not allowing one of them to send the response and not warning them.
What problems is the product solving and how is that benefiting you?
We take tickets providing related to an app and provide users with customer service when the app shows any issues.
Reliable CRM system
What do you like best about the product?
Zedndesk is very reliable and I can always use it to manage customer support and transfer tickets between teams. Its interface is highly customizable and it lets me see all the tickets the way I want them to display. I like the highly efficience when it comes to answering our clients through multiple media channels and have them scroll through our help guides before they can chat with one of our agents. I like Zendesk because it has all the tools needed for an effective customer support management.
What do you dislike about the product?
I think they should add more customization options to emails (manage emails once a request closes) and personal notifications.
What problems is the product solving and how is that benefiting you?
We're using this for all of our customer support queries, and so far Zendesk has offered us a great solution to manage the amount of tickets we receive. We have benefitted from it in a way that it increases our workflow and it helpes us create an online platform where all of our tickets can be stored without any worries and it's a platform where clients can solve all their doubts.
Recommendations to others considering the product:
Zendesk is accessible at all times and it is a tool that you will eventually need to manage all your tickets.
All the necessary tools integrated right in the software
What do you like best about the product?
I love the fact that I can email customers, take chats, and look at my companies internal knowledge base right from the zen desk platform. Since it is web based I can access it from any of my computers. Especially helpful when I’m working from home and have to travel.
What do you dislike about the product?
I wish there was a more streamline way to view your metrics. To see more of how many chats you take, average time, how many missed etc. This would help with productivity.
What problems is the product solving and how is that benefiting you?
I actually don’t have any problems, just adding more content and updating articles. It is a time saver having that built in.
Great tool and supper fast support when you need it
What do you like best about the product?
The flexibility of the software that allows you to create your own groups and rules and the reports you can create
What do you dislike about the product?
I was going to say not having Conditional Ticket Fields... but just seen that they do this now so even better
What problems is the product solving and how is that benefiting you?
Customer related issues
Recommendations to others considering the product:
Great powerful piece of software
Easy internal use but terrible external visability
What do you like best about the product?
Being able to track and search communications with external users
What do you dislike about the product?
The way the emails look when sent to external users is confusing and hard to read/follow.
What problems is the product solving and how is that benefiting you?
Client support communication, tracking and analyzing.
Recommendations to others considering the product:
Good internal use but can be confusing for external users.
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