Zendesk Suite
ZendeskReviews from AWS customer
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Excellent customer service tool for improved customer satisfaction
What do you like best about the product?
Zendesk is very easy to use that makes communication with the customer seamless. It is also helpful to have the internal comments feature to communicate internally with other team members.
History of tickets/commutation is readily available and Zendesk Insights help gather company specific metrics.
History of tickets/commutation is readily available and Zendesk Insights help gather company specific metrics.
What do you dislike about the product?
Customers that are not in Zendesk are not able to post their comments on the ticket. Instead their comments generate “suspended” tickets which need to be handled manually.
What problems is the product solving and how is that benefiting you?
Using Zendesk makes our internal support process simpler. Having all the information in one place, Zendesk has become a great advantage for our company. It helps increase efficiency and maintain customer satisfaction.
Nothing to compare the platform to so I am neutral.
What do you like best about the product?
I appreciate that the platform can communicate with our company's in house platform.
What do you dislike about the product?
It is super slow to connect with our internal platform.
What problems is the product solving and how is that benefiting you?
Customer support problems with orders placed on Boxed. Once you get used to the platform, it is super easy to use.
Recommendations to others considering the product:
Definitely compare with what else is out there, there might be more updated and innovated platforms out there.
Zendesk Chat
What do you like best about the product?
It helps us get in contact with our clients much faster and easier then ever before. It's pretty quick to implement and not as expensive as other options.
What do you dislike about the product?
It is slightly overwhelming to receive so much chats at once. At times it didn't seem like we were solving their issues, we were almost enabling them to not go to the help center
What problems is the product solving and how is that benefiting you?
We are eliminating calls and helping our clients solve their problems faster. We really like being able to connect with them in real time and avoid them having to call in and be placed on hold.
Recommendations to others considering the product:
I would make sure you're entire team knows how to use the software prior to launching it. I know that seems silly but we launched it with only our leadership team and a few others knowing exactly how to use it and it was very difficult to get everyone up to speed as quickly as possible. That alone caused a great deal of stress within our organization.
Zendesk promotes a more efficient solution with customers
What do you like best about the product?
It should be noted that Zendesk is an incredible tool that has allowed me to improve customer relationships as it is designed for customer satisfaction and helps me keep my customers updated. I can also get a vision of the clients that I have attended since I establish a communication and also maintain an excellent integration to process and solve my cases efficiently.
What do you dislike about the product?
It is important to highlight that there is an improvement in labeling and classification to have an easier way to do it. In addition to showing a better preview of the attached files.
What problems is the product solving and how is that benefiting you?
Zendesk is used by us as it facilitates good workflow and be aware of different projects and improvements. On the other hand it allows us to establish an improvement in the management with our clients in a better way and keep up with the necessary tools on the website and thus we can address the needs of the clients in a more positive way.
Recommendations to others considering the product:
I can establish that it is an incredibly good tool and works very well in the organization since it allows you to carry out the needs of customers quickly and effectively. Since it provides the necessary tools to guarantee the best service.
Never Experienced Any Issues
What do you like best about the product?
It's easy to work with. I never experienced any issues while using the program. My job used it and it helped us stay organized and revisit ticket issues if/when necessary.
What do you dislike about the product?
It takes some practice. At first, operation is not obvious. After some light training, using the program got easier.
What problems is the product solving and how is that benefiting you?
With zendesk support we were solving customer service issues with residents. Among different levels of employees, it made solving tickets as a team easier and more organized. Setting priority was nice too.
Recommendations to others considering the product:
I recommend the software. It only made my job easier. It's only as helpful as your employees are organized.If everyone remains on the same page, as far as data entry and stylings, the team will prosper.
Amazing tool for online chat help
What do you like best about the product?
What I liked best about zen desk was that it made it so simple to interact with customers/clients while also providing their necessary information to make it easier to contact them if needed.
What do you dislike about the product?
I don't think there is anything I disliked about zendesk in my experience.
What problems is the product solving and how is that benefiting you?
I have solved problems like providing help on a certain website and helping people navigate to their needed destination.
Recommendations to others considering the product:
I recommend trying it out just because of the ease. I think it is the simplest to use out of all other software.
Using Zendesk to communicate with clients
What do you like best about the product?
I find it easy to track al support questions and respond to them as soon as possible. I also utilize the function to classify the tickets into different categories. It helps me stay organized.
What do you dislike about the product?
We often see technical issues with the system. Last month, all of zendesk was down. Clients were angry and we couldn’t reach out to them to let them know.
What problems is the product solving and how is that benefiting you?
I solve software/technical issues using zendesk. I also schedule meetings with the clients to teach them how to use our products. It’s an easy way to communicate with them.
Recommendations to others considering the product:
The Zendesk system crashes more often than we would like. I would also like to have more features to better track types of inquiries coming in from users.
Best in class for customer support and knowledge management
What do you like best about the product?
Zendesk's built-in knowledge management tools like macros, Internal and External Guide, as well as knowledge capture
What do you dislike about the product?
While I love how that knowledge management can be integrated into the agent’s main zendesk dashboard, the “articles” system feels outdated and limiting. It makes more sense to have “wizard” style guided workflows to reduce effort and streamline research
What problems is the product solving and how is that benefiting you?
Zendesk is a highly customizable, versatile, easy to use tool for customer support teams. As a new hire I found the learning curve to be pretty low. Seamless integration with knowledge management makes managing a large email queue a breeze— no need for support agents to hand write every single response. The filtering options make triaging customer emails especially easy. I also love how easy it is to imbed links in an email body, include attachments, and even emojis! I love that it supports both email and SMS communication with customers. You can see responses coming through in real time!
Recommendations to others considering the product:
It’s a convenient, versatile, customizable option that will be easy for your agents to use. It’s popular for a reason! My current company uses Netsuite and I miss Zendesk terribly!
Zendesk greatly helps our customer support team streamline and manage our communications.
What do you like best about the product?
I like that we can connect and share cases with our partners in Zendesk and we can customize to fit our needs. We also use the application to manage our social media communications.
What do you dislike about the product?
Support is limited to self-help and we have had difficulty creating customized reporting.
What problems is the product solving and how is that benefiting you?
We have been able to streamline our communications and identify trends.
I love Zendesk!
What do you like best about the product?
I love that each interaction is recorded in case you ever have to go back and pull up proof of a conversation.
What do you dislike about the product?
Tickets sometimes bounce to other users that may have assisted on the ticket instead of the person who solved the issue.
What problems is the product solving and how is that benefiting you?
Sometimes there are disconnections. Chats from different countries appear when I should only receive US chats.
Recommendations to others considering the product:
If you're looking for a software that allows you to solve user issues in real-time, Zendesk is it.
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