Zendesk Suite
ZendeskExternal reviews
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Good work platform
What do you like best about the product?
There's a lot of things about zendesk that are great for example it is a great way to work it helps you in your daily job. It is a great way to manage or take control of how you work because you can use it with Ujet and you can change from available to unavailable to meal, break, and training or meeting. All of the things you need to get and to look for your customer's account and batches or tickets I use it daily for my job it is a really essential tool to use and it is a very necessary site in order to get my work done and do it properly. I really enjoy working with zendesk and having it help me to get my job done and have it done in order while it takes care of my accounts.
What do you dislike about the product?
There's some things that do need improvement, for example, sometimes it crashes and takes a while to restart or the fact that sometimes maybe for privacy issues it kicked you out of the site. What I think that it should really improve on is that sometimes other agents steal tickets by assigning them to there selfs and making you lose a few of your tickets and by losing tickets you get less bonus from your job. I think that would be the only point that needs to improve.
What problems is the product solving and how is that benefiting you?
I am working with the program in my home office job at Atento and I do use other programs with it. The benefit that it has is that it helps you manage your work with your tickets and it allows you to keep track of everything. Also, it gives you notifications if something is wrong or if something changes within the system or your account.
Recommendations to others considering the product:
One recommendation is that is to learn the system to check it out first so that you have an advantage over the system.
Great Support Solution that is very easy to deploy and use
What do you like best about the product?
The solution is very easy to use and easy to deploy. We were able to launch this is 30 days. Great implementation support.
What do you dislike about the product?
Nothing really as they continue to make strides with the omnichannel approach to support
What problems is the product solving and how is that benefiting you?
1. Increased customer satisfaction
2. Self-help options for our customers
3. Operational efficiencies
2. Self-help options for our customers
3. Operational efficiencies
Recommendations to others considering the product:
Think deeply about your operations and processes. Possible changes may be needed in your workflow to streamline the solution.
Great user experience
What do you like best about the product?
Using the tool is very simple and straightforward, no need to be tech-expert. I like the feature 'labels' to spot possible new intents.
What do you dislike about the product?
There are sometimes bugs (as with any other software) which are very quickly noted and fixed. Overall I'm really pleased with ultimate AI.
What problems is the product solving and how is that benefiting you?
AI is a great tool for answering simple, frequently asked questions that aren't complex, so the AI has saved a lot of money and resources from customer service by freeing agents' time to things that require feelings and human touch. Customers are being served better.
Great AI with excellent customer service
What do you like best about the product?
Ultimate.ai has very user friendly dashboard; it's easy to learn how to use it and functions are very user friendly. Customer service is excellent; if you have a problem, ultimate.ai takes it seriously and reacts very fast.
What do you dislike about the product?
There is not a lot to dislike. Our company has many bots with shared data and there's this feature, that you can't move data from intent to another unless those intents are shared with same bots. This is in our use a bit impractical. Otherwise the product is great.
What problems is the product solving and how is that benefiting you?
Ultimate.ai helps our customer service agents by answering customers simple routine questions and so far doing very good job with that.
Great AI
What do you like best about the product?
An excellent AI that's really easy to use. The dashboard makes adding new data effortless and it has a lot of useful features.
What do you dislike about the product?
Not a lot. There is the occasional bug or slightly cumbersome feature, but on the whole it's a great product.
What problems is the product solving and how is that benefiting you?
It helps ease the workload that's placed on the customer service.
Ultimate's Bot - easy to manage
What do you like best about the product?
Bot's content is easy to manage and a training of the bot is effortless. New features will be updated regularly.
They have a feature where AI automatically propose untrained messages related to some intent. I really like that.
Fast usability. Training data moves straight to the end user's production.
They have a feature where AI automatically propose untrained messages related to some intent. I really like that.
Fast usability. Training data moves straight to the end user's production.
What do you dislike about the product?
Actually not worth mentioning. Some small bugs but those will be tackled after reported.
What problems is the product solving and how is that benefiting you?
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"An efficient live chat software
What do you like best about the product?
Zendesk Chat provides better service for our customers to respond to their queries and it enables us to use macros for mostly asked questions. The implementation is very easy and It helps in gathering leads which grows sales. It works well with mobile as well the overall application is user-friendly because its very simple to use even new users can easily grip on all of its features. It connect us with customers in real-time and let me discuss about product features.
What do you dislike about the product?
It does not enable you to edit your reply once it is delivered and another dislike in this application is that it is quite expensive as compared to other alternatives. They don't provide network monitoring and there is no work area morning, so need more updates to solve these issues fir better experience.
What problems is the product solving and how is that benefiting you?
Zendesk Chat platform is well suited for small size business who needs great chat features as our company is using this platform to provide quick support to our customers and it helped us a lot in building good and strong relationships with new customers and Pre-Chat features let me help to contact with customer before starting a chat. Sending attachments is another best opportunity for us and I can send any format of files to my clients.
Impossible not to love Zendesk!
What do you like best about the product?
The best part of Zendesk is that there is a centralized system for answering customer requests and there is a ticket number assigned to each request which makes it super easy to keep track of who has been helped and who has not. I also like that it provides you with an option to "tag" requests and make rules so that it can get sent to the appropriate support member and the appropriate department.
What do you dislike about the product?
There is a lot of training involved with Zendesk for employees that have never used it before. There is also a pretty complicated and detailed process for implementing it in the first place. However, in my experience, Zendesk has always been very helpful and able to fix any problems that arise. Probably because they have a great system for their support management ;-)
What problems is the product solving and how is that benefiting you?
Anyone who has ever been in customer service knows that when several emails come in and several customers email you several times, it can get messy and your inbox gets cluttered which leads to lost messages and no response to customer emails. That is one of the worst things that can happen in this day and age. So, we implemented Zendesk and since we have not had any problems - customer satisfaction is through the roof! My personal theory is that this is because customers get a "receipt" and a ticket number when sending in a support message, and that makes them feel as if they don't have to worry about their message getting lost or if it was ever sent at all.
Recommendations to others considering the product:
I recommend looking at how your company handles customer service requests and then looking at the volume and whether there is a way to refine your CRM and talk to your coworkers or employees and listen to their experiences. Then look at Zendesk Support and see if these needs can be met with Zendesk Support.
Seamless Integration
What do you like best about the product?
What I like most about Zendesk is that it makes it easier for customers to get the help they need, but it also makes it easier for the company to help them. The platform is great at compiling customer questions, and having one continent place to view everything.
What do you dislike about the product?
My only dislike is that to my knowledge Instagram is not covered in the support suite (or at least was not last time I checked), but no major dislikes!
What problems is the product solving and how is that benefiting you?
With Zendesk my company tried to streamline or customer support. Before, we would answer a customer's question on multiple platforms and it became very repetitive. This has allowed us to make these FAQs more accessible, and has freed up our time to help customers with more unique issues.
zendesk is getting better
What do you like best about the product?
great interface! its easy to use and good calling/ emailing features. i have the ability to have multiple inboxes at once. good customer service and i can customize the tools to what best fits needs of the business. communication/tasks/ data access is great!
What do you dislike about the product?
does not easily integrate with some apps/software. it can get a bit pricey. its freezes quite a bit. i don't really like how a ticket can be reopens with a response to a ticket. it can be a bit irritating when there's other tickets that need to be worked on .
What problems is the product solving and how is that benefiting you?
we use it for submitting tickets to IT. it provides more options that i have seen with other software when submitting a ticket.
Recommendations to others considering the product:
i would recommend to play around and explore with it a bit. provide general details on the simpler things if agents are new to the program.
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