Zendesk Suite
ZendeskReviews from AWS customer
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Best Support Software, Hands Down
What do you like best about the product?
What isn't there to say about Zendesk? It's the best CRM I've ever encountered.
What do you dislike about the product?
It requires you to pay by user, which can be costly for large organizations like ours, but every help desk software does the same thing.
What problems is the product solving and how is that benefiting you?
Omnichannel support happens in one ecosystem.
Works
What do you like best about the product?
Love all the collaboration options! Also likebeing able to comment internally
What do you dislike about the product?
yet it's not always easy to determine whether another agent is acting upon a support request (can only tell when they are viewing a ticket).
What problems is the product solving and how is that benefiting you?
Streamlined operations, better organized
Zendesk is the best help desk software that we have used
What do you like best about the product?
What we liked most about using zendesk was its call center organization system, which is quite customizable at our convenience. We really liked your support ticket management system, and its integration with the rest of the platforms coming from the zendesk suite has seemed quite excellent. Now, zendesk also seems very good for call routing, since they focus a lot on making the call system as stable as possible.
What do you dislike about the product?
Something that has displeased us of zendesk is its price. This is really economical, but if you want to get the most out of the platform and obtain proper help desk management, you are practically forced to buy the rest of the suite, for nothing more and nothing less than $ 49 per month . We do not like that zendesk does not allow marketing automation campaigns.
What problems is the product solving and how is that benefiting you?
Zendesk has greatly benefited our small business with the management of the customer service system. Before we had enough difficulties to perform issue tracking and case management. In addition, its self-service portal is quite customizable, and that is quite acceptable. With zendesk our call management was also made much simpler.
Recommendations to others considering the product:
Zendesk has seemed very recommendable to us from the first moment of its use. We recommend it enough to track relationships, and to perform case management. We are very grateful for the appearance of zendesk, and we will continue to use it for a long time.
Useful program for ticket management
What do you like best about the product?
It’s a great piece of software to help support and track support tickets. You can gather data and see what parts need more improvement and see what is working best.
What do you dislike about the product?
The rating system where we cannot rate back the ticket submitter.
What problems is the product solving and how is that benefiting you?
Anything technology reared whether through technology, business or student systems.
Recommendations to others considering the product:
Enable feedback to ticket submitters.
Zendesk is okay, but definitely a learning curve
What do you like best about the product?
What I like best is how we can quickly check into the tickets to see the exact step of the process a customer is on. Whereas with our previous ticketing system, I would have to scroll through several comments until I reached the bottom of the page to see the most recent comment on what was going on...Zendesk has a more intuitive layout where the most recent relevant comment is on top.
What do you dislike about the product?
It is a bit of a learning curve. We have used our old ticketing system for years, and it was hard to get used to Zendesk. I wish some sort of training was provided. It was hard trying to teach yourself where everything was located and where to click for what. Also, certain comments we customer service folks left on a ticket did not go through to the queue because we were missing a key phrase that was supposed to be attached our tickets, regardless of whether a document was attached or not. We were not educated on that, leading to a delay in our first week's of tickets.
What problems is the product solving and how is that benefiting you?
Security is one of the top priorities at our company and we want to make sure anyone that comes to our site is legitimate. Customers are required to verify their identification and if they don't provide enough information while creating an account or if their account has some sort of red flag, they then have to appeal and provide more information to see if we can verify them. All their appeals then go through Zendesk where we can review them. This had led to a more streamlined process for verifying our clients. Also, now we can easily check on the status of their appeals. Previously, we would have to put the client on hold for a few minutes while we consulted with our QA team to see what the client's status was and/or what additional information was needed. Lastly, with Zendesk, it has also sped up the process of getting accounts verified, leading to more satisfied customers.
Recommendations to others considering the product:
I would recommend training your users on this system. There is definitely a lot to garner from this system, but training is key so that all users are aware of how to correctly and fully take advantage of the features Zendesk has to offer.
Favorite CRM for customer experience
What do you like best about the product?
-clean UI
-easy to use
-tons of integrations with apps like harvest capsule slack
-decently priced
-looks clean on user end
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-easy to use
-tons of integrations with apps like harvest capsule slack
-decently priced
-looks clean on user end
-
What do you dislike about the product?
-undoing messages or editing tickets after closed if miscategorized
-faq is a great idea but not totally clean execution
-faq is a great idea but not totally clean execution
What problems is the product solving and how is that benefiting you?
Clean look CRM that is easy to use and integrations with other apps we use
Great Ticketing Tool !
What do you like best about the product?
Easy Ticket creation.
Easy reporting.
Easy to understand.
Easy reporting.
Easy to understand.
What do you dislike about the product?
UI/UX can be better. We should be able to save Internal note and reply.
What problems is the product solving and how is that benefiting you?
Zendesk allows businesses to build a knowledge base to address some of the most prominent and repetitive questions so that customers can go through the basic set of queries asked in general. Using Zendesk, businesses can also set up an online community where their customers can post queries and reply to ongoing discussion threads.
Zendesk is amazing!
What do you like best about the product?
I love that ZenDesk is instant with exchanging responses between customer support and the customer. This is super important for the customer to be able to get timely responses. The best part would have to be the ability to create macros which allow an even more prompt communication and experience for customer.
What do you dislike about the product?
I havent found anything i dislike. Everything is pretty self explanatory as far as the functionality. Zendesk even has a help section built within that you can quickly access for any assistance needed.
What problems is the product solving and how is that benefiting you?
Zendesk is extremely benefical in exchanging emails between the user and customer, it has proven to be an effective form of communcation. It has allowed call volume to go down significantly therefore we are able to focus more within zendesk to respond to customer more timely. The organization and templates of the macros are the benefit! Also, it is very quick for staff to send an email within one universal email address.
Zendesk has made it easy to communicate with customers
What do you like best about the product?
It's easy to manage support tickets with Zendesk. We like that very much, and that it provides analytics to correctly understand the customer experience. We like that it allows the company to chat in real time with the visitors of the website in a detailed way. Now, Zendesk offers the customer an excellent discount per agent per month, nothing more and nothing less than the $ 35 of its actual cost, leaving only $ 89 per month (for the entire suite).
What do you dislike about the product?
We do not like Zendesk that does not have document storage, or IT asset management. It does not allow automated routing of users, nor manage marketing campaigns by email. Its dialer prediction system is quite limited, as is its handling of message templates.
What problems is the product solving and how is that benefiting you?
His system of sales equipment automation has been very useful to keep a good control of what happens in the business. The knowledge bases that Zendesk offers have also helped us a lot with self-service. Its omnichannel support with email, telephone, chat, messaging and social networks provide complete communicative control to the user.
Recommendations to others considering the product:
Zendesk is highly recommended to handle technical support tickets. Without a doubt, this Help Desk tool is perfect for all kinds of scenarios. We recommend it a lot to perform feedback management, and to properly monitor the social media. Your call recording tool is pretty good for later playback.
Zendesk is the business assistant you need
What do you like best about the product?
Zendesk is a very good business communications support software. It offers channels such as calls, messaging and file exchange with optimal quality. In addition, it has integrations to telephone services so it can be used to provide telephone service. We really like it so easy to sort the list of tasks.
What do you dislike about the product?
The quality of its service demands an optimal internet connection, so it can present failures. The Zendesk service lacks the ability to video call and store documents so it is limited in relation to other applications. It should be noted that something we do not like about zendesk is that it does not allow any user of the team to use shared screens, nor does it allow geofocalization.
What problems is the product solving and how is that benefiting you?
Your calls have professional equalization so it maintains quality standards, especially for companies. It is also compatible with all types of devices so it provides assistance everywhere. It also integrates seamlessly with social networks, which makes us more updated by spending more time in these. Zendesk is a platform of Help desk of the most automatizable.
Recommendations to others considering the product:
Zendesk has seemed a great alternative from the beginning, and for that reason we want to recommend it to the entire Internet community. We really like the ease with which we can work with her, and that she has so many different utilities to maintain a good management of call centers.
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