Zendesk Suite
ZendeskExternal reviews
6,666 reviews
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Great Chatbot Solution
What do you like best about the product?
I have been working with Ultimate.ai and their chatbot solution since 2017. The accuracy of the intent recognition model is outstanding even with large amounts of answers like in our bot. Adding new content and training the bot is easy and intuitive. The Ultimate.ai team has also been extremely helpful in setting up the bot, finding best practices for content creation and developing user experience with us. For my organization Ultimate.ai has become a valuable partner rather than just another bot vendor.
What do you dislike about the product?
Reporting and analytics functionalities of the control panel could still be improved. Better visualizing the progression of bot answer rate and discussion volumes per intent over time would be great features.
What problems is the product solving and how is that benefiting you?
We have been able to improve our service levels and make chat customer service better available thanks to the chatbot. Human agents have had more time to focus on more motivating complex issues and sales efforts leaving the simple repetitive questions to the bot.
Good user experience
What do you like best about the product?
Good user experience with the Ultimate dashboard. Great tools for analyzing conversations and user friendly content creation for both automation and suggestion replies. Support team from Ultimate AI are always available and easy to be in touch with. They have provided great support with the the automation and suggestions development.
What do you dislike about the product?
Adding new content to a large automation dialog not that easy afterwards if need to add new flows to an existing dialog.
What problems is the product solving and how is that benefiting you?
24/7 online customer service chatbot and live agent suggestion engine. Benefit of reducing live customer service contacts and reducing handling times with suggestion replies.
Recommendations to others considering the product:
Good services and good support available
The ultimate way to develop chatbots
What do you like best about the product?
While I was working at giosg, I was amazed how simple and yet powerful Ultimate's way of teaching chatbots were. It so obvious at of course your chat operator should choose right answer to customer from bots suggestions and while doing this, he is also teaching the bot. Of course bot could answer straight away to the customer when answer confidence level is high enough. When it's not, the operator chooses or writes right answer. Like I said, simple and powerful.
What do you dislike about the product?
As an impatient person I of courseI feel like things could develop faster.
What problems is the product solving and how is that benefiting you?
Customer service and sales services scale much faster with Ultimate!
Highly recommended
What do you like best about the product?
-Very helpful, friendly and advising and innovation team.
-The capabilities and solutions that characterize by ultimate.ae
-Periodic follow-up
-The capabilities and solutions that characterize by ultimate.ae
-Periodic follow-up
What do you dislike about the product?
The Chatbot need to train at the beginning.
What problems is the product solving and how is that benefiting you?
Using chatbot as a high technical .
Chatbot solution for easy content management
What do you like best about the product?
The ultimate.ai team to support the business through your chatbot journey is very professional. They share their experience openly, which helps you to develop your own chatbot journey. They have been offering help to benchmark other business's experiences, which is good when you are starting your journey.
The content is easy to manage, and you can very easily check on-line through dashboard the reports how your bot is performing.
The content is easy to manage, and you can very easily check on-line through dashboard the reports how your bot is performing.
What do you dislike about the product?
In the beginning we had to build multiple bots to manage work queues, but this is now solved.
What problems is the product solving and how is that benefiting you?
The chatbot solution has given us a chance to provide 24/7 service to our customers, fast and robust way to update the content when needed.
The tool itself is easy to manage and teach to any new content owners needed instead of needing to be find technically capable personnel.
The language support is also super.
As a team, the development team owns can-do attitude and is always willing to help.
The tool itself is easy to manage and teach to any new content owners needed instead of needing to be find technically capable personnel.
The language support is also super.
As a team, the development team owns can-do attitude and is always willing to help.
Easy set up and start up
What do you like best about the product?
It´s easy to use and learn. The tools for administration are simple and elegante.
What do you dislike about the product?
If I need to say one it would be that you need two bots for two languages.
What problems is the product solving and how is that benefiting you?
It helps us in the Servicedesk to focus on other chores because the bot handles the most frequent questions.
Recommendations to others considering the product:
It´s an easy first time bot to set up and use.
ZenDesk has greatly decreased efficiency and effectiveness
What do you like best about the product?
It shows ticket history and has a contact database
What do you dislike about the product?
Zendesk has little flexibility and options, since we have switched to it the amount of emails that end up in customers spam folders has increased greatly.
What problems is the product solving and how is that benefiting you?
Proactive outreach to customers over issues
Recommendations to others considering the product:
Don't.
Easy to use and great support
What do you like best about the product?
The tool is very simple to use and the content is easy to manage.
I like that you can train the Bot in a few different places: while reading the conversations, in the training -tab and also in the intent when the tool will suggest you different expressions.
The employees at Ultimate have also been a great help at developing the Bot.
I like that you can train the Bot in a few different places: while reading the conversations, in the training -tab and also in the intent when the tool will suggest you different expressions.
The employees at Ultimate have also been a great help at developing the Bot.
What do you dislike about the product?
There have been just a few issues with the tool along the way but usually these have been fixed when the problem has occurred.
What problems is the product solving and how is that benefiting you?
It helps our customer service by easing the work load.
Pathetic support
What do you like best about the product?
The tool itself is good and easy to use for the agents.
What do you dislike about the product?
The support service is horrible. I sent them an email like a week back and still haven't received any response. Not sure, how much time do these guys need to respond to an email!! The chat support also does not work. Only teh bot responds and not the actual agents.
What problems is the product solving and how is that benefiting you?
We use it to maintain client tickets.
I could not state highly enough how bad our experience with Zendesk has been
What do you like best about the product?
It was free at first -- and, it turns out, not worth it.
What do you dislike about the product?
The worst thing about Zendesk is their slow and useless customer support. Ironic, right? Also though, the product is poorly designed and the modules did not work in sync with each other.
What problems is the product solving and how is that benefiting you?
Handling customer support tickets, including live chat and email.
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