Zendesk Suite
ZendeskExternal reviews
6,503 reviews
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Convenient, reliable, and always innovative
What do you like best about the product?
I like using Ultimate because it's convenient, reliable, and always innovative. I've been using this platform for a year now and since the beginning, it has evolved a lot to offer solutions that ease my work as a Virtual Agent builder. I can always count on support if I face any issues or if something is not clear to me.
What do you dislike about the product?
Having said that Ultimate is always evolving, it sometimes takes time to get used to some changes, however, once you get a hang of it, you can see many benefits.
What problems is the product solving and how is that benefiting you?
Ultimate Chatbot is allowing us to solve repetitive customer queries and deflect customer traffic from calls and emails. This automation is helpful as it saves customer support agents' time.
Enhances communication for all channels
What do you like best about the product?
It is wonderful to be able to access all the tools needed to provide support to our clients. It streamlines all channels of communication and makes it so much easier to provide support
What do you dislike about the product?
I have not encountered anything that I dislike from the product.
What problems is the product solving and how is that benefiting you?
As mentioned, Zendesk allows all of our team members to be able to stay in the loop and to provide support to our clients
Excellent customer service
What do you like best about the product?
The team have been really helpful throughout our project with guidance, best practice, tips & tricks as well as troubleshooting.
The product have a clean and user-friendly interface.
The product have a clean and user-friendly interface.
What do you dislike about the product?
There's nothing I dislike about Ultimate's customer service.
I wish there was an option to set exceptions in operating hours for the bot e.g closed on public holidays.
I wish there was an option to set exceptions in operating hours for the bot e.g closed on public holidays.
What problems is the product solving and how is that benefiting you?
At the moment Ultimate guide our customers on how so solve the saks themselves via out selv-service.
The more complex tasks, that cannot be solved via our self-service Ultimate help us gather the information we need to solve the task at hand a lot quicker.
The more complex tasks, that cannot be solved via our self-service Ultimate help us gather the information we need to solve the task at hand a lot quicker.
pros overweight contras
What do you like best about the product?
-increases customer satisfaction, customers get first reply very fast.
-reduces the processing time of a request.
- helps the agent to get all the necessary information from the customer very quickly.
- support from the team even after setup. There is always someone to whom you can bring ideas, and in the end, solutions can be found for almost everything.
- Setup takes a lot of time but only only at the beginning
-reduces the processing time of a request.
- helps the agent to get all the necessary information from the customer very quickly.
- support from the team even after setup. There is always someone to whom you can bring ideas, and in the end, solutions can be found for almost everything.
- Setup takes a lot of time but only only at the beginning
What do you dislike about the product?
- Due to the fact that several departments are involved, problem solving sometimes takes longer
-Setup process can be simplified
- but pros overweight contras
-Setup process can be simplified
- but pros overweight contras
What problems is the product solving and how is that benefiting you?
- customer satisfaction increases
- we avoid bad reviews
- some problems can be solved in the first reply and the customer won't come back
- reduce first reply time
-there is not so much pressure due to many inquiries, which also has a positive impact on the agents.
- we avoid bad reviews
- some problems can be solved in the first reply and the customer won't come back
- reduce first reply time
-there is not so much pressure due to many inquiries, which also has a positive impact on the agents.
Zendesk - leaders in CX
What do you like best about the product?
True omnichannel experience with the best agent workspace I have seen in the industry so far.
What do you dislike about the product?
The pricing can be a little high compared to competition. But then you always need to pay a premium for the best.
What problems is the product solving and how is that benefiting you?
Zendesk is helping me make my agents more productive and my customer experience more immersive
Powerful Tools
What do you like best about the product?
The greatest strength is the ability to customise, behaviours, automations, views, knowledge centres.
What do you dislike about the product?
Suspended ticket tools, limits on the number of ticket views.
Being able to silo brand settings without having an entire stand alone instance.
Being able to silo brand settings without having an entire stand alone instance.
What problems is the product solving and how is that benefiting you?
Knowledge centres, internal and external.
Providing knowledge and tools for internal staff and our clients to self serve or contact us for assistance.
Providing knowledge and tools for internal staff and our clients to self serve or contact us for assistance.
Seamless customer interaction
What do you like best about the product?
The seamless intergration between email, web forms, social media and the ability to have multiple brands under the one platform. Easy to use interface and the training modules are helpful.
What do you dislike about the product?
Sometimes tickets can be suspended incorrectly by the spam filter but it is often rectified quickly, just need to monitor what has been suspended and what hasn't.
What problems is the product solving and how is that benefiting you?
Zendesk has connected our multiple brands under the one platform which makes it easy to contact customers on multiple platforms and different channels which can be split.
Zendesk allows clients to utilize AWS in all aspects of business.
What do you like best about the product?
Zendesk Support Suite is easy to deploy.
What do you dislike about the product?
Zendesk pricing not very transparent. Existing customer pricing varies from new customers.
What problems is the product solving and how is that benefiting you?
The support suite allows for conversations on all channels.
Exactly what it seems
What do you like best about the product?
Zendesk Support is built with a specific intention and it does it well. I'm impressed with how it keeps up with industry best practices.
What do you dislike about the product?
I wish more reporting metrics were available to call from the APIs.
What problems is the product solving and how is that benefiting you?
It efficiently routes a customer ticket to an agent. The amount of clicks needed for an agent to work a ticket is minimal
Efficient, fast and codeless
What do you like best about the product?
One of the things I like the most is seeing how the Zendesk team is constantly working on improving the tool always focused on what the client wants and what the companies need.
What do you dislike about the product?
The only thing that gives me a bit of work and I wouldn't say I like it very much is the issue of Front-end design and customization since out of the box there are not many options. It is where more effort will be needed when more initial options could be brought out of the box.
What problems is the product solving and how is that benefiting you?
We had multiple tools in the different channels available, making customer service difficult in addition to having information silos. Zendesk allowed us to have an omnichannel tool, having a better experience for our users and agents to solve our clients. In addition to breaking down information silos to have reliable real-time data.
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