Zendesk Suite
ZendeskExternal reviews
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Chat bot service
What do you like best about the product?
Bot is really easy to train and develop. And it's also simple to use and manage. It is no longer slowing down as much as a year ago.
What do you dislike about the product?
When you do intent training and there's an AI suggested message that you need to move to another intent it doesn't give all the intents to the drop down menu. It complicates training.
What problems is the product solving and how is that benefiting you?
Our team from Ultimate helps with bot development and analysis.
Customer Service Made Easier!
What do you like best about the product?
1) Zendesk has a fully customize able interface that is easy to get used to.
2) Since I've linked me e-mail, I get notified whenever a ticket has been raised, replied to be someone else or updated. The mails usually come to our main Distro, but I've set rules on Outlook so that it can come to my "ME" folder ONLY if it's something that requires my attention.
3) Zendesk helps you record all the exchanges between you and the client. All interactions and recorded which means backtracking is a breeze!
4) Whether you have an Iphone or an android device, you can seamlessly respond to tickets on the go, right from your mobile device!
5) Tickets can be assigned to multiple teams/departments at once.
6) I like the fact that you can leave an internal message is the pink box when you want to communicate between departments on the same thread and you don't want it to be visible to your client.
7) The best thing I love about Zendesk is how easy it is to integrate it with other 3rd party softwares.
8) Sometimes, especially during to the Covid-19 Pandemic, we can automate our response to clients. This is very useful on days when we don't work at full capacity.
2) Since I've linked me e-mail, I get notified whenever a ticket has been raised, replied to be someone else or updated. The mails usually come to our main Distro, but I've set rules on Outlook so that it can come to my "ME" folder ONLY if it's something that requires my attention.
3) Zendesk helps you record all the exchanges between you and the client. All interactions and recorded which means backtracking is a breeze!
4) Whether you have an Iphone or an android device, you can seamlessly respond to tickets on the go, right from your mobile device!
5) Tickets can be assigned to multiple teams/departments at once.
6) I like the fact that you can leave an internal message is the pink box when you want to communicate between departments on the same thread and you don't want it to be visible to your client.
7) The best thing I love about Zendesk is how easy it is to integrate it with other 3rd party softwares.
8) Sometimes, especially during to the Covid-19 Pandemic, we can automate our response to clients. This is very useful on days when we don't work at full capacity.
What do you dislike about the product?
1) Sometimes, I get duplicate messages when the ticket system has not yet been assigned.
2) To direct a message to someone, we use "@" followed by their names. This feature has a mind of it's own and doesn't work most of the time. However, I'm pretty sure it has something to do with hardware.
2) To direct a message to someone, we use "@" followed by their names. This feature has a mind of it's own and doesn't work most of the time. However, I'm pretty sure it has something to do with hardware.
What problems is the product solving and how is that benefiting you?
1) Organizing and Prioritizing Client tickets
2) SLA Management
3) Ease in offloading service requests to teams that take over the next shift
4) Automated messages when we aren't working at full capacity
5) Screencasts
2) SLA Management
3) Ease in offloading service requests to teams that take over the next shift
4) Automated messages when we aren't working at full capacity
5) Screencasts
Excellent chatbot product for multi-lingual customer service
What do you like best about the product?
Impressive NLP/AI performance, multi-lingual chatbot capabilities, easy-to-use dashboard for chatbot content management and continuous training of the chatbot, and excellent support from the Ultimate.ai team for performance improvement and analysis. The Ultimate team is very agile and did a lot of customisation work for our organisation, which was very helpful in ensuring that the product fit our needs.
What do you dislike about the product?
While I'm generally very happy with Ultimate, there are some potentially useful features that are missing from the product. For example, we had to build and maintain duplicate logic in different dialog flows, and sometimes manual work was needed for doing deep analyses into the performance of the chatbot.
What problems is the product solving and how is that benefiting you?
Volumes of customer care requests are increasing and chat is an expensive channel to handle without any automation. Using Ultimate allowed us to scale up chat and make it a strategically important channel, when a significant share of chat requests can be automatically handled by the Ultimate.ai chatbot.
Recommendations to others considering the product:
Whenever you are considering implementing a customer care chatbot with Ultimate or any other provider, make sure you have a solid business case as well as resources on your side to figure out how the chatbot should handle different requests, as well as engineering resources to manage the necessary integrations. Ultimate can provide the software that allows you to build excellent chatbots, but you need to have the resources on your side to manage how those bots handle your business, as you are the expert on that.
Great platform to automate customer service
What do you like best about the product?
The platform is great: powerful AI, useful analytics dashboards, and the dialogue builder easy to use. In our meetings, the ultimate.ai staff has gone the extra mile to know our customer needs. We are happy with the service and platform so far.
What do you dislike about the product?
So far we've only encountered a few minor glitches/missing features that can easily be fixed/added.
What problems is the product solving and how is that benefiting you?
We've only been using ultimate.ai for a short time, but we've already seen a benefit to our customer service.
Easy to manage and use
What do you like best about the product?
It has been really easy to get started with the tool and we have quite easily received help if needed. I have felt confident to get to know the functionalities of the Suggestion engine and the Automation bot.
Finnish language is a must in our line of business and adding other languages is a plus.
Finnish language is a must in our line of business and adding other languages is a plus.
What do you dislike about the product?
Recently there has been service disruptions and information of a disruption is not always online. Bot could be out of work for some time before it is noticed that there is a failure in the service. Hopefully these can be fixed soonest. The user interface could be more user friendly.
What problems is the product solving and how is that benefiting you?
Efficiency has increased. Bot can reply to many normal questions for customers.
Customer service seems to have scaled to handle the more complex issues.
Customer service seems to have scaled to handle the more complex issues.
The Ultimate chatbot
What do you like best about the product?
Seamless chatbot solution to use with chat. Bots are really easy to train and develop - simple to use and manage. Different kind of bots for different situations, some visible for visitor in different situations, and other to help the chat agent effectiveness. Ultimate.ai is a great partner with elaborate personnel.
What do you dislike about the product?
Not much to complain about. If there has been any issues, these have been fixed in a very reasonable time.
What problems is the product solving and how is that benefiting you?
Eases chat-agents workload by automation, answering questions, directs customers to right place and offers info really fast. Works both ways, chat agents are happy - and customers also.
Our most efficient customer service agent
What do you like best about the product?
Easy to start using; no need for long deployment projects.
Seamless integration to our customer service platform.
Great support from Ultimate.ai's professional and enthusiastic team.
Intuitive and easy-to-use admin panel > transparency.
Multi-language, especially Finnish language is a big plus.
AI actually learns all the time!
Seamless integration to our customer service platform.
Great support from Ultimate.ai's professional and enthusiastic team.
Intuitive and easy-to-use admin panel > transparency.
Multi-language, especially Finnish language is a big plus.
AI actually learns all the time!
What do you dislike about the product?
Some occasional service disruptions.
The user interface for building dialog could be a bit more user friendly, e.g. bigger.
The user interface for building dialog could be a bit more user friendly, e.g. bigger.
What problems is the product solving and how is that benefiting you?
Increase in efficiency
Unlimited number of simultaneous conversations (very handy in exceptional situations when all customer service channels are congested, e.g. COVID19)
Improved people experience when agents can concentrate on more complex issues
Shorter wait times and chat duration + unified quality > improved customer experience
Enables shift from phone to chat > Savings opportunity
Unlimited number of simultaneous conversations (very handy in exceptional situations when all customer service channels are congested, e.g. COVID19)
Improved people experience when agents can concentrate on more complex issues
Shorter wait times and chat duration + unified quality > improved customer experience
Enables shift from phone to chat > Savings opportunity
Great abilities
What do you like best about the product?
I like the search filter as it's so brilliant and offers almost every attribute to make you find what you are looking for easily.
What do you dislike about the product?
The new interface is not so friendly with PCs and when you choose Arabic as your interface language, it's not so compatible.
What problems is the product solving and how is that benefiting you?
We use Zendesk to answer to the customer's inquiries and solve their complaints sent via email and/or app and also raising requests to other departments. Zendesk is so beneficial as it's so reliable, fast, and secure. Zensesk also offers great statistics and analysis.
Recommendations to others considering the product:
Well, Zendesk is an amazing system that would definitely provide whatever you are looking for. Reliable, fast and secure. Consider it!
Easy to use, AI behind the scenes seems to be top-notch
What do you like best about the product?
The user panel is easy to use and real chat data is easy to move to training data. Our complex use case seems to work beyond expectations, I have experience with competitors products and from my personal POV it seems Ultimate.ais AI algorithm is a step ahead at least in our case. Frequent updates is a plus.
What do you dislike about the product?
No tools for handling synonyms (at least yet) .
What problems is the product solving and how is that benefiting you?
Answering a repetitive legal question. 24/7 support for this particular question, as we work mostly office hours and our customers might need our assistance outside office hours, usually really quickly.
The Best HelpDesk Solution
What do you like best about the product?
Every interaction can be sent as an email, which leaves a trail that can be followed in case a new colleague joins in
Chat and Email functionality can be enabled at the same time
Clients can have their own window where they can see their tickets
Chat and Email functionality can be enabled at the same time
Clients can have their own window where they can see their tickets
What do you dislike about the product?
There should be a better way to send final reports to clients when we close out a ticket
The mobile app is good but can use a new interfase and add some functionality
The mobile app is good but can use a new interfase and add some functionality
What problems is the product solving and how is that benefiting you?
The whole of our tech support is being handled with Zendesk, external and internal tickets
When you have every interaction with your clients written in your inbox you can search and make sure that our engineers are doing their best job
When you have every interaction with your clients written in your inbox you can search and make sure that our engineers are doing their best job
Recommendations to others considering the product:
Make sure that your clients accept receiving every communication via email or chat, and that all voice communications will be recorded.
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