Zendesk Suite
ZendeskReviews from AWS customer
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Innovative Integration - At a Cost
What do you like best about the product?
Best search functionality in the CRM game as far retrieving Knowledge base articles, customer references, ticket subjects, etc.
What do you dislike about the product?
The Cost! it's 40,000.00 dollars a year!
What problems is the product solving and how is that benefiting you?
We are using Zendesk support to house every request from calls, emails, and projects. Zendesk support is allowing us to streamline all of our support day to day ticketing.
Everything you need in customer support tickets you will find within this platform.
What do you like best about the product?
I like the efficiency with which it performs any task no matter how simple or complicated. Because it is a centralized platform it allows you to view all the information of its customers as well as their respective tickets at the same time that it opens a direct communication channel between your agents and the client. The diversity of tools offered by this application boosts the productivity of agents in terms of collaboration, automation of their daily tasks.
What do you dislike about the product?
The user interface is not one of the most attractive that exists although it presents all the functionalities deployed at once, so you will have to spend enough time to fully become familiar with this software and thus make the most of its performance. Online training and training is not the most comprehensive because it does not have help forums or personal online training. A free version is not available to test the software before you are told to opt for a paid plan with all the features available.
What problems is the product solving and how is that benefiting you?
The incorporation of this tool has helped my company to perform in a better way for the solution of whatever problem our customers have. It has provided us with the ability to customize automated responses, different channels of communication so that the customer chooses the one they prefer, as well as being able to be available 24 hours a day 365 days a year. Because zendesk apps marketplace has a huge number of applications from which you can choose to incorporate Zendesk support make you have at your fingertips the possibility to gradually increase the functionalities and scaling your company.
Recommendations to others considering the product:
Zendesk has extensive experience in the customer service area so it will always be a recommended option to incorporate into your corporate toolkit. This particular software is excellent for computers that are long and need select tools built into a single platform. It offers service level agreement capabilities that not many customer service tools implement, this allows you to manage service performance to ensure that all tickets have been resolved and subsequently closed.
User Friendly Chat Support
What do you like best about the product?
Zendesk is a live chat and communication widget. It is easy to use and integrate within the website.
What do you dislike about the product?
Sometimes it shows some glitches while accessing it from mobile app. The text color in the chat is sometimes not easy to view.
What problems is the product solving and how is that benefiting you?
It helped customers sending messages directly while accessing our website and their issues are being resolved on the go.
Recommendations to others considering the product:
This App is a great tool for live monitoring and chat with customers.
Zendesk - Clunky but Useful
What do you like best about the product?
Zendesk organizes all customer communication in a way that makes it easy to hand off emails between many different users. It also allows for all sorts of integrations that can be very useful.
What do you dislike about the product?
Zendesk is clunky and at times slow to load. It requires a decent amount of RAM and CPU to function smoothly. It isn't always intuitive and there is a decent learning curve to using it.
What problems is the product solving and how is that benefiting you?
We're able to streamline customer service across many different support channels. This creates a more seamless user experience for our customers.
Recommendations to others considering the product:
Zendesk is innovative and has come a long way. There is still a bit of progress to be made, but I recommend to give it a shot if you have a large customer base and a need to efficiently manage your communications across many different teams.
Great simple ticket system for Helpdesk
What do you like best about the product?
Able create macro and have user friendly interface.
What do you dislike about the product?
There is really nothing that I dislike about Zendesk, except maybe price is little high.
What problems is the product solving and how is that benefiting you?
Unifiied communication and streamline some of our workflows. Easily document and centralize knowledge base.
Recommendations to others considering the product:
Zendesk Support is great tool and very user-friendly. Require no learning at all.
Fantastic idea, but the website widget could use some work
What do you like best about the product?
First, I love that customers are able to quickly chat with one of our customer service reps directly from our website and receive an immediate response. As someone who's not a big fan of phonecalls, it makes it a lot easier to communicate with our customers instead of constantly being on the phone. Second, I love that multiple agents can be online at once and you can easily see who is handling each ticket. Third, the history aspect is great. We can see missed chats, go back and reference to a previous conversation, or copy and paste answers to similar questions. Lastly, downloading the mobile app has been a huge lifesavor so we can get notified on our phone about an incoming chat if we're away from our desks. It also allows us to answer directly from our phones during off-hours. Overall I think the function of the dashboard website is absolutely perfect and the mobile app is a huge plus.
What do you dislike about the product?
The widget that you can embed on your website could use some work. It's very hard to customize depending on the version of Zendesk Chat you are using. This can cause some headaches if it doesn't look like what you want on your website, although the staff is helpful at answering questions if you reach out to their support line.
What problems is the product solving and how is that benefiting you?
We are now able to answer customer questions immediately from our desktop computers or from our phones. It has greatly reduced the number of phonecalls we receive so it helps keep our office a little quieter and distraction-free. We love the history aspect so you can go back and refer to previous conversations and always have a typed record of each chat.
Simple and easy customer support tool
What do you like best about the product?
You can modify the software accordingly to the use of your needs
What do you dislike about the product?
There is no much downsides to the software but i feel the pricing is bit on the higher side
What problems is the product solving and how is that benefiting you?
Solving the customer issues and tracking all the issues which were raised by them earlier
Use it all day everyday
What do you like best about the product?
Super fast, easy, and lots of tools. I love that it can easily link a customer's email to an account on our website. This means that I don't have to manually type it in and search for it - I just click the link in Zendesk and BAM I'm there. Super easy! Those few seconds saved add up and really help my times and stats.
What do you dislike about the product?
There are times when it's down or has a weird glitch that make working a little harder. For example there were a couple of days when I could not merge tickets or it kept inverting the colors on my screen (weird, I know). It did eventually correct itself, though. The issues only arise once in a blue moon though.
What problems is the product solving and how is that benefiting you?
Like I said before, it makes my job so much faster and helps me to save time on each email. Those seconds go a long way when you're trying to hit a certain number of emails per hour.
Recommendations to others considering the product:
Overall it's great and I think the benefits and ease of use far outweigh the few times when a glitch has made it hard to do my job.
Zendesk Support
What do you like best about the product?
Zendesk is highly customizable, sleekly designed, and easy to use. It offers a wide variety of options to choose from to make your experience within the app your own.
What do you dislike about the product?
Some of the features are unnecessary and can make the app feel cluttered. There are specific features and data points within specific reports that would be better off removed (or removable from view) to declutter the app.
What problems is the product solving and how is that benefiting you?
Day to day customer support. It helps streamline communication and offers plenty of customizable options we did not have with our previous partner.
Recommendations to others considering the product:
If you are looking for a product that allows you to customize your in-house features to tailor to your client's needs, Zendesk is a fantastic option. It has its kinks like any other software, but the ability to drill down to your personal needs is unmatched.
Good for online chat
What do you like best about the product?
Good for online chat...easy to install & use...
What do you dislike about the product?
There is nothing to dislike about zendesk chat...
What problems is the product solving and how is that benefiting you?
Using on our website...
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