Zendesk Suite
ZendeskReviews from AWS customer
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Great, multiuse platform for support
What do you like best about the product?
I love the ability to communicate with customers via multiple channels without having to create profiles for each channel.
What do you dislike about the product?
I don't like that the "play" feature allows multiple people to open a ticket at the same time.
What problems is the product solving and how is that benefiting you?
We use it for all of our non-social customer support. One of the best benefits involves multi party cases and the ability to link multiple tickets to a master/parent ticket for easy visibility.
A support infrastructure that greatly empowers all of our users
What do you like best about the product?
I liked the easiness of setting up and getting things going with Zendesk. Support is easy to use from day one, but gets more useful the more you use it. It's flexible and able to accommodate complex tasks, but you don't need a Zendesk masters degree to figure it out.
What do you dislike about the product?
Zendesk Support isn’t perfect and has some obvious drawbacks. We need to admit that there are some troubles with notifications because we don’t get them in time. There are cases when we get notifications about tasks that we have already finished or vice versa. It is very annoying and causes many inconveniences. Moreover, mobile application should be also improved, because there is a problem with a preview option.
What problems is the product solving and how is that benefiting you?
There are no doubts that Zendesk Support service makes work easier and faster. It is great that we can customize everything in order to our needs or clients’ requests. What is more, Zendesk Support is easy to use, so you can track e-mails and conduct personalized campaigns. Zendesk cuts down on time spent responding to customers through the use of automatic replies and macros. Zendesk removes the clutter of having all inquiries in your inbox by having them routed to the Zendesk inbox instead. Allows for creation of a customer service portal that is customizable. Ticket creation gives customers peace of mind that their request is being addressed.
Recommendations to others considering the product:
If you were in an organization that was strict on ITIL, there may be some features that aren't up to par, but as long as your organization has some flexibility, and you're willing to dig in to the automations and triggers, you should be able to get around most of the issues.
Great knowledge base, lacking some in the forum
What do you like best about the product?
It's easy to organize and edit your articles and specify what groups need access. It's clean, and there's a great online community to get help and see how others are using it.
What do you dislike about the product?
The forum is really lacking some core features that other forum/message boards have, like a leaderboard or tags for specific groups of users. The formatting in the forum is also limited.
What problems is the product solving and how is that benefiting you?
I've been able to build a robust help center and organize it so it's easy to use for our support team and our users.
Zendesk Chat-An Excellent Support Tool
What do you like best about the product?
Zendesk chat allows us to embed a chat widget on our site, and when someone visits the website, we get a chance to engage them via a live chat. At the Zendesk dashboard, we get important client information like which page the client utilizing the live chat is at. We also love the fact the software supports file sending, and clients can offer pictures or screenshots when they are asking for help from us. Additionally, the chat ratings offered by Zendesk chat are the perfect means to get reliable feedback on how the support has been performing. The ratings play an important role in helping us create support content to our clients.
What do you dislike about the product?
Zendesk chat is an incredible software that offers the fundamental requirements of our support system. Unluckily, the most important functions are found in the high premium, and the essential features like chat support are not directly integrated into a single dashboard. The software has an all-inclusive and easy to use report session. Nevertheless, when it comes to transferring information, the tool doesn't allow us to choose the starting date for documents in CVS. For this reason, every time we need a ticket report, we are forced to retrieve information from the previous history.
What problems is the product solving and how is that benefiting you?
Triggers are important in any business, and this assists us in benefiting from automation, in a sense that when we are not online, the visitor will receive a welcome text or leave the contact information. This is good instead of the client leaving without contact information. Even when everyone is offline, the visitors will be served immediately we come online. With this tool, we can use live analytics and tracking functions when using the paid version. It also permits different incorporations and some add-ons like Google analytics.
Recommendations to others considering the product:
If you are a company that communicates with clients a lot and conducts live chat client service regularly, Zendesk chat is all you need. This is an incredible tool when it comes to flexibility and the ease it offers to the organization and its clients. With this great tool, you will easily have your clients flocking to you for assistance with various problems, so offering the best business. It is an easy to use tool and does not require any prior technical knowledge.
All encompassing platform for CX
What do you like best about the product?
I like that phone calls and emails are all in one platform!
What do you dislike about the product?
I wish the application could sync with my company’s user database better
What problems is the product solving and how is that benefiting you?
None!
Recommendations to others considering the product:
It has great backend tagging and reporting
VP Customer Success
What do you like best about the product?
This is a great tool for customers to report issues, track products, and ensure everyone is in the loop.
What do you dislike about the product?
We are a smaller company and it often feels that we aren’t a priority.
What problems is the product solving and how is that benefiting you?
We use them to ensure our tickets flow properly and we can collaborate well internally.
Great software, could be even better
What do you like best about the product?
I like how well organized all the support requests are, it was easy to find everything. The user experience was well-designed.
What do you dislike about the product?
I think it has the potential to add more features.
What problems is the product solving and how is that benefiting you?
Zendesk helps us respond to each and every request in a timely, organized manner, which has given us immense benefit in customer service.
Recommendations to others considering the product:
Zendesk is a great platform, just make sure you have an entire team working on support rather than just one person. When your company only hires one person to run support for two applications and hundreds of thousands of users, it doesn't matter how organized the software is because it will still be impossible for you to keep up with the thousands of requests that get submitted every day.
A reliable tool for chatting with potential customers
What do you like best about the product?
Zendesk chat is one of the most useful software in our organization since it helps us increase the conversion rates. With this tool, we can talk to clients and potential clients in real-time. It is always hard for customers to contact us directly, but with this tool embedded on our site, we have a chance to engage our customers more. Using the tool is easy since you don’t need any training. It is cheap and comes with a free trial. This is the best tool for the management of business needs and request. Additionally, it facilitates the management in our client support center seamlessly.
What do you dislike about the product?
Zendesk Chat is a great software that offers the fundamental needs of our support system. Unluckily, the most important functions can be accessed at a high premium, and the most useful features like chat support are not integrated into one dashboard. While the software has an all-inclusive report season that is simple to use, when exporting information, it doesn’t allow you to start with the docs in CVS. This means that every time we want to ticket report, we must retrieve data from the previous history. This is a tiresome and tedious task.
What problems is the product solving and how is that benefiting you?
Zendesk chat is a useful tool when it comes to responding to customer questions in real-time. Nevertheless, the software waits for potential customers to show up. Therefore, they have introduced a messaging platform that allows us to reach out to clients and prospects in their favorite messaging tools. The tool has helped us access web analytics reports.
Recommendations to others considering the product:
Any people can benefit from Zendesk Chat since it is easy to use. All you need to do is sign up, copy&paste the code onto your site and you are set. It comes with great options that allow users to edit their names, export chat protocol, and also enable you to move the widget around your site. You can as well add the photo of the operator for personal chat experience. If you want a decent and straightforward approach to collaborate with your clients in real-time at your website, Zendesk Chat is the tool you need.
Zendesk will sell to anyone regardless if it isn't a good fit
What do you like best about the product?
There really isn't anything special about Zendesk to be honest. In fact, they may be a bit too big for their britches because they do not care for those with small engagements.
What do you dislike about the product?
Support is delayed, incorrect or vague. Reporting is a total cluster unless you have the time and patience to mash together Insights, Explore and Excel. Zendesk does not stay apprised of the latest versions available for their integrations and consistently refer you back to the other vendor.
What problems is the product solving and how is that benefiting you?
Other than being a ticket management tool, there have not been any benefits. In fact, we learned recently that our use case is completely inappropriate given that Zendesk was not designed for outbound/proactive outreach to customers.
Recommendations to others considering the product:
Zendesk really isn't designed for small support teams nor if you perform outbound / proactive support. You also need to be ready to check the community forums and Google to get answers since Zendesk's support team generally sends out irrelevant support articles that are not helpful. Also, everything costs extra, chat, using the web widget to embed your knowledge base and everything is branded Zendesk. You also cannot call support and when you do end up connecting with a person (if escalated like I was), you are sent to their Calendly and not given a phone number. In general, Zendesk just isn't helpful. They hide behind their MSA and refuse to do the right thing which in some cases means letting a bad fit customer out of their contract.
Great ticketing system
What do you like best about the product?
Easy to work with. Real-time update. Zero downtime so far.
What do you dislike about the product?
When the user types the zendesk email to send a new ticket the cached address opens up the old ticket.
What problems is the product solving and how is that benefiting you?
All technical issues. Easy to keep track of all the issues.
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