Zendesk Suite
ZendeskExternal reviews
6,667 reviews
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Great fun to work with the team at Ultimate AI
What do you like best about the product?
The product is great, but the best bit is genuinely the ease of working with the team. Nothing is too much trouble. It's been a joy.
What do you dislike about the product?
I think if Ultimate.ai, as is the case with most companies, could make the process of managing their service friendly to people of all skill levels that would help. I'd love to give the team more responsibility in updating and developing the bot but they would be a little daunted by look and feel of the back office system - but that's not a criticism of Ultimate.ai, just an observation of where I think tech solutions are at currently.
In fairness to Ultimate.ai, their back office is the simplest and most intuitive i've used in a long time!
In fairness to Ultimate.ai, their back office is the simplest and most intuitive i've used in a long time!
What problems is the product solving and how is that benefiting you?
Contact Volumes and unnecessary time and effort being spent by our customers.
Recommendations to others considering the product:
I chose Ultimate.ai due to it's language capabilities and ease of dealing with them. Other bot companies talked at me, trying to tell me what I needed rather than asking me what I wanted. I found the whole process with Ultimate.ai really easy.
A great team & service support experience!
What do you like best about the product?
The platform is continually improving, and the Ultimate Team is receptive and reactive to feedback and issues.
What do you dislike about the product?
It would be helpful if the typing window is larger in the dialogue building, as it currently is it is difficult to type/edit in that window.
What problems is the product solving and how is that benefiting you?
We have used the product to create a chatbot to assist with our online customer service and have so far had a very positive rate of deflection. This has been incredibly important during covid given the volume of requests we were receiving during the summer months,
Recommendations to others considering the product:
They have a great service and team. Still have improvements to be made with some features, but the team is friendly, open to suggestions, and available.
Great product and service
What do you like best about the product?
The solution has been great for our business so far and helped us improve on a number of important metrics. In terms of service, the team at Ultimate are incredibly friendly, professional and knowledgeable and are always on hand to help.
What do you dislike about the product?
There is a bit of a steep learning curve when initially beginning to use the product, but it is quickly gotten over with their support and guidance.
What problems is the product solving and how is that benefiting you?
We are able to triage inbound customer contacts, gathering important information and trying to resolve without the help of a human agent. This has had a really positive impact on team capacity and first response time.
A great service and team, which helped us implement our project quickly.
What do you like best about the product?
The regular meetings helped us troubleshoot and scale the project. Through demos, training and a friendly team ensured this project was realized on time and extended to other language markets.
What do you dislike about the product?
There's very little I disliked. I would like more meetings with the developer and extended team. I also didn't enjoy the experience of Google meets. I prefer zoom.
What problems is the product solving and how is that benefiting you?
The potential to include UTM links is an interesting marketing proposition. I think it will be interesting to explore the untapped marketing and upsell potential of this tool.
Zendesk lives up to its value and is an all encompassing software for all your CS needs
What do you like best about the product?
I like the ability to make multiple customizations to the product based on my team's needs and our company's evolving practices.
What do you dislike about the product?
I do wish the reporting was more user-friendly. Such as being able to download and analyze macro usage.
What problems is the product solving and how is that benefiting you?
We are solving the problem of SLAA time and customer satisfaction. With ZenDesk we are able to track satisfaction through surveys and we are also able to stay ahead of trends with the ability to tag tickets.
Recommendations to others considering the product:
If you need to contact support, make sure to try and find user-forums first as you may find some great information there.
Great tool to answer customer requests and assist support agents.
What do you like best about the product?
The text recognition works very well, so that customer requests are assigned to the correct intent. In case of an escalation to an agent, the agents are shown different suggested answers. This makes work easier and increases customer satisfaction. In addition, all the ultimate.ai staff I have met are helpful and try to solve problems promptly. The pricing is fair.
What do you dislike about the product?
Some parts of the UX are not yet optimized, which e.g. complicates the creation of dialog trees and future adjustments. However, new features are constantly being developed in this area and hopefully improve UX in the future.
What problems is the product solving and how is that benefiting you?
The automated answering of customer requests via live chat without reducing customer satisfaction through an uncomfortable chat experience. Ultimate.ai also helps our agents in live chat to provide a faster and still good answer by suggesting possible replies.
We can answer a large number of customer requests automatically and provide our agents with suggested answers when escalating. The agents are very happy to use Ultimate.ai.
We can answer a large number of customer requests automatically and provide our agents with suggested answers when escalating. The agents are very happy to use Ultimate.ai.
Recommendations to others considering the product:
If you are looking for a tool that combines features of a Chatbot for customer self-service a Chats-Assistent for escalated requests, try ultimate.ai. It is GDPR compliant, (quite) easy to set-up, and great to manage.
Besides their technology, ultimate.ai's support is what convinced me to work with them.
Besides their technology, ultimate.ai's support is what convinced me to work with them.
I have researched the company for a post-doc market study.
What do you like best about the product?
The level of backend automation compared to competitors in automated virtual customer service.
What do you dislike about the product?
A bit diffuse marketing of the platform´s features on the website. A bit unclear at the first glance what separates Ultimate.ai from competitors in for example Finland.
What problems is the product solving and how is that benefiting you?
I have not used the bot in practice but my impression is that it is more advanced than many of the Finnish competitors.
Recommendations to others considering the product:
Consider the potential for Ultimate.ai's growth with regards to the incredible funding the company has raised. I am sure that the features will become very sophisticated during the coming years.
Application specialist
What do you like best about the product?
Simplest, the user interface that it's easy to use and user friendly with reporting tools etc. You do not need to be an expert or have years of experience with chatbot when you use it first time as tool, it's very intuitive.
What do you dislike about the product?
The logic to create intent and with its different ways to ask questions (expression) with one answer. This should be handled with more "AI" like, such as, identify the variation of the words or sentences.
Now we just need to manually submit/input all different ways to express the possibility of how user may ask questions and based on that how bot can handled them.
Now we just need to manually submit/input all different ways to express the possibility of how user may ask questions and based on that how bot can handled them.
What problems is the product solving and how is that benefiting you?
When installing the bot to the chat platform and its performance due the fact it's not only ultimate.ai problem as there are many variable factors.
Recommendations to others considering the product:
Easy to setup and use. Additionally, ultimate.ai most likely meet the most of the requirements of the users/use cases.
Great tool with multiple integration points and collaboration
What do you like best about the product?
My favorite feature of Zendesk is the ability merge and direct tickets with other companies using Zendesk. As an example, we are working with a third party vender who is helping us with development on systems integrations. They use Zendesk as well and we were able to incorporate both parties together. When something needs to be assigned nd reviewed by a different team, all you have to do is select the team member and the ticket goes to the corresponding Zendesk.
What do you dislike about the product?
Running reports can sometimes be complicated and confusing. It would be nice if dashboards could be more descriptive.
What problems is the product solving and how is that benefiting you?
Help Desk support ticket management, Change management tracking and service level agreement metric keeping.
A very good support suite even for SMEs
What do you like best about the product?
The ticketing system is way too good. You get to use a lag free ticketing support system, where you get updates on every ticket raised by a customer. Be it a chat or an email.
In fact the free version, though having limitations works pretty well.
In fact the free version, though having limitations works pretty well.
What do you dislike about the product?
For free users the login ids could be more. Also, there can be better formatting. Let's say an user provides his details before accessing the support, the user sometimes can provide , fake random numbers, that can be reduced.
What problems is the product solving and how is that benefiting you?
Multiple chat sessions can be added with ease.
Automated messages can be saved and shared with customers online.
Solving/ solved the problem of Through customer support solutions within the given SLA.
Automated messages can be saved and shared with customers online.
Solving/ solved the problem of Through customer support solutions within the given SLA.
Recommendations to others considering the product:
Would tell them to go for the paid version.
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