Zendesk Suite
ZendeskReviews from AWS customer
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Essential tool for our online customer service interaction
What do you like best about the product?
Simple intuitive interface. New agents can be onboarded quickly. Wide range of third party integrations available.
What do you dislike about the product?
It gets expensive at scale. A few questionable feature design choices especially wrt SLA timers and ticket redaction. (Lack thereof for the latter)
What problems is the product solving and how is that benefiting you?
We're able to deliver effortless support to our demanding customers. Light agent feature helps the other parts of the company understand the customer experience challenges.
Recommendations to others considering the product:
Pricey, but once you try it, you won't look back.
customisable and very helpful employees to support organisation needs
What do you like best about the product?
I love that the company is growing with mine, where we are discovering new needs for end users and internal users ,
What do you dislike about the product?
it used to be very silo, where I have to purchase the different products individually
What problems is the product solving and how is that benefiting you?
n/a, I have a direct contact to seek for help, hence that is really helpful
Intuitive UI
What do you like best about the product?
Self help is very useful and solves most of my problem very quickly, community in zendesk support is very helpful.
What do you dislike about the product?
Many of the solutions the community have resolved to involves "hacking"/"hackish" solutions. Zendesk lacks the flexibility for sophisticated customizability. Also, zendesk is not very reliable, the downtime can be quite long and happens quite frequently.
What problems is the product solving and how is that benefiting you?
Ticketing system helps to keep track of not just customer issues but even for internal usage where one can follow up on a task involving several parties
Recommendations to others considering the product:
Seek a consultant now!
Good thus far
What do you like best about the product?
Intuitive interface, and ease of usage :)
What do you dislike about the product?
Currently, we are unable (?) to combine different channels (email and whatsapp and call) tickets together to a single Client. Or should I say not as easily retrievable?
What problems is the product solving and how is that benefiting you?
transactional, general enquiries, strategically - all sorts.
Zendesk review
What do you like best about the product?
You don't need to have an isp phone to use zendesk.
What do you dislike about the product?
Sometimes it's laggy. Sometimes you need to log out and log back in to use some of the features.
What problems is the product solving and how is that benefiting you?
It makes our work easier since we may able to see the email/history of our customers.
Recommendations to others considering the product:
It's easier platform to us. You can check all the history in one glance.
Easy to use platform with great support service
What do you like best about the product?
Their Guide is easy to use, almost instant to update and support multiple languages.
We had them review how we've set up our Zendesk and they were really helpful in helping our team to deep dive into the areas we can improve in CS.
We had them review how we've set up our Zendesk and they were really helpful in helping our team to deep dive into the areas we can improve in CS.
What do you dislike about the product?
The addon services are charged per seat even though not all agents will be using or will even be involved in those services (e.g. Chat, multi=brand). That has been a key issue for us as our team grew.
What problems is the product solving and how is that benefiting you?
Supporting our customers in a convenient platform
WORKS AS WELL AS IT LOOKS
What do you like best about the product?
Seamless customer support experience that looks and works great.
What do you dislike about the product?
Would be good if it was easier for potential customer to get to know the product.
What problems is the product solving and how is that benefiting you?
It has cut down the time we need to get customers the help they need.
Zendesk overall experience
What do you like best about the product?
I like the overall experience we are getting from ZD. ZD helps us to manage our queue. It also helps to decrease bottlenecks and eliminate re-works. We are enjoying using ZD.
What do you dislike about the product?
We could have a faster reply time from your support team
What problems is the product solving and how is that benefiting you?
Self-help for the customer. This increases customer contact and decreases the workload for our agents. The automation of Zendesk works beautifully for our customers.
It got everything you need!
What do you like best about the product?
Always evolving and improving! It has been adjusting to trends and is has always find ways on how to be better.
What do you dislike about the product?
More guides (videos) to support visual learners.
What problems is the product solving and how is that benefiting you?
- improved reporting
- better ticket management
- easier identification of issues
- better ticket management
- easier identification of issues
User Friendly
What do you like best about the product?
Zendesk Chat is a user friendly platfrom not just for the admins but also for the agents. Win-win.
What do you dislike about the product?
Zendesk Support (Internal Chat) is hard to get in touch with. Limited information about the website traffic, widget style and look.
What problems is the product solving and how is that benefiting you?
Real Time Assistance. Proactive Chat is very helpful when it comes to company conversion.
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