Zendesk Suite
ZendeskExternal reviews
6,538 reviews
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Zendesk is the modern, easy, faster technology for customer support
What do you like best about the product?
Omnichannel, Guide, Data and Reporting, and the new products (obviously all :))
What do you dislike about the product?
We need support.zendesk to have a 24/7 hotline in case of outage. Currently, they are assisting us by sending articles (we need a lil urgency here :))
What problems is the product solving and how is that benefiting you?
Customer to Business Support and (future) Business to business
open box experience is clear, easy to use
What do you like best about the product?
easy for ticketing tracking, end to end process of CRM cycle for end users / agents / operations
What do you dislike about the product?
no proactive notification for the backend update
What problems is the product solving and how is that benefiting you?
efficiency for global operations
Has worked well as our business scaled
What do you like best about the product?
We started using Support when we had just a CS Team of 1...me basically. Now after 5 years, we still use it with 30 Agents, and the platform has remained solid and intuitive. Changes and upgrades have happened but all quite seamless.
What do you dislike about the product?
The problem is possibly more on our side, but the ability to add plug-ins and different things like Macros became a bit over-whelming at one stage and we needed to simplify. So we did, but a suggestion might be for Zendesk to consider simplifying the options.
What problems is the product solving and how is that benefiting you?
Good quality engagement between customers and our own support. Good information at hand.
Simple and Straightforward.
What do you like best about the product?
The easy accessibility and simplicity of the chat makes it easy for the clients and its customers.
What do you dislike about the product?
So far, as a consumer I have no problems so far. Zendesk has an exceptional organisation structure.
What problems is the product solving and how is that benefiting you?
Zendesk has definitely made work more efficient, The structure of the product has made it easy to navigate through.
So far so good
What do you like best about the product?
Integration with zendesk ticketing system
What do you dislike about the product?
better on-site product support in terms of user experience
What problems is the product solving and how is that benefiting you?
customer conversion
Redefining Customer Experience
What do you like best about the product?
The omni-channel capability and the agility when it comes to scaling operations.
What do you dislike about the product?
Zendesk has always evolved along the voice of customer so no negatives.
What problems is the product solving and how is that benefiting you?
Zendesk has transformed my Support operations to adopt a more proactive, predictive and preventive customer experience delivery. Zendesk has saved us so much time from the status go all the way to bau operations.
Recommendations to others considering the product:
Dont have second thoughts. If you are looking for an end to end customer experience platform that will delight your customers, Zenyour answer!
Zendesk Review
What do you like best about the product?
I love being able to leave internal notes and not have the end-user view them
What do you dislike about the product?
I feel like the reporting capabilities are sometimes limited. We try to pull certain types of reports and metrics, but there's only so much we can pull
What problems is the product solving and how is that benefiting you?
We use it for Operations, Marketing, Support overall, etc. We filter all of our customer requests into this system, so it allows us to grow and scale easily while responding to customers on a first-come, first serve, timely basis.
Recommendations to others considering the product:
Creating new reports, easier metrics, etc.
Review on Zendesk
What do you like best about the product?
Real time chat feature is available.
Email integration is also very effective and efficient.
Ticket management is very helpful.
It follows multi channel communication process.
Video call feature is also available.
It has a great integrated channel support.
Email integration is also very effective and efficient.
Ticket management is very helpful.
It follows multi channel communication process.
Video call feature is also available.
It has a great integrated channel support.
What do you dislike about the product?
Mobile version needs improvement.
Customer support is not that responsive.
Whenever there is a update there is no notification.
Customer support is not that responsive.
Whenever there is a update there is no notification.
What problems is the product solving and how is that benefiting you?
All my project management related problems are solved by this tool
Recommendations to others considering the product:
Great tool use it.
Zendesk worked the way it said it does.
What do you like best about the product?
Zendesk was easy to use and easy to navigate. It was also user-friendly and it did not take me a lot of time to understand the platform.
What do you dislike about the product?
It could be a little clunky and it could take multiple steps to get something done. It sometimes was a challenge to integrate with other tools.
What problems is the product solving and how is that benefiting you?
Customer support was our key problem - engaging with them, solving problems, and tracking the results.
Recommendations to others considering the product:
It's a great tool- just evaluate if you need all of its features or a simpler tool will meet your needs.
Zendesk for customer support
What do you like best about the product?
It is very interactive and allows for easy tracking of any work done on a specific ticket
What do you dislike about the product?
It does not allow for certain comments or actions to be removed from a ticket
What problems is the product solving and how is that benefiting you?
Customer interactions, refunds
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