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Easy to set up, does what it says on the tin!
What do you like best about the product?
the agents love it! As an admin it is great to set up and doesn't require technical support. Our Customer serice team use it every day. Including voice, whatsapp, social and third party integerations from market place and non-native.
What do you dislike about the product?
Further AI tooling so we do not have to go to market for WFM, sentiment analysis etc. Though there is continous effort to include these.
What problems is the product solving and how is that benefiting you?
It allows all our channels to be housed under one platform from chat, email, web form, voice, social, whatsapp within one interface which is easy for the agent to use. As a business with talk being only 5% of contact, this works for us however as a larger business I don't believe this will scale up with IVR as required.
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Disastrous UI Update: Efficiency Plummets, hope we can find an alternative product
What do you like best about the product?
It was a good tool until they forced a new UI on all users on March 2024.
What do you dislike about the product?
The recent update to the user interface has proven to be highly disruptive and problematic for our team. Two primary issues have emerged as significant pain points:
Lack of Dynamic Reply Textarea: One glaring issue is the lack of automatic resizing of the reply textarea, particularly noticeable on Chrome (although functioning as expected in ARC). This oversight necessitates constant manual resizing, significantly impeding workflow efficiency. It appears that the design team may have overlooked the diverse range of devices and resolutions used by users, as this flaw becomes particularly apparent on MacBook or laptop retina screens.
Absence of Requester Email in Top Bar: Another perplexing alteration is the removal of the requester's email from the top bar. This omission necessitates additional clicks to access crucial information, needlessly complicating the user experience.
The decision to impose these changes without providing users with the option to customize or revert to the previous UI is perplexing and frustrating. It seems evident that the prior interface was superior in functionality and usability.
Internally, I'm proposing to explore alternative platforms to Zendesk, as the current UI changes have had a tangible negative impact on our productivity and satisfaction for the team.
In summary, the recent UI update has regrettably resulted in a diminished user experience, characterized by inefficiencies and frustrations. Urgent attention is required to address these issues and restore functionality and usability to our workflow.
Lack of Dynamic Reply Textarea: One glaring issue is the lack of automatic resizing of the reply textarea, particularly noticeable on Chrome (although functioning as expected in ARC). This oversight necessitates constant manual resizing, significantly impeding workflow efficiency. It appears that the design team may have overlooked the diverse range of devices and resolutions used by users, as this flaw becomes particularly apparent on MacBook or laptop retina screens.
Absence of Requester Email in Top Bar: Another perplexing alteration is the removal of the requester's email from the top bar. This omission necessitates additional clicks to access crucial information, needlessly complicating the user experience.
The decision to impose these changes without providing users with the option to customize or revert to the previous UI is perplexing and frustrating. It seems evident that the prior interface was superior in functionality and usability.
Internally, I'm proposing to explore alternative platforms to Zendesk, as the current UI changes have had a tangible negative impact on our productivity and satisfaction for the team.
In summary, the recent UI update has regrettably resulted in a diminished user experience, characterized by inefficiencies and frustrations. Urgent attention is required to address these issues and restore functionality and usability to our workflow.
What problems is the product solving and how is that benefiting you?
The recent UI changes are causing trouble in our team
Overpriced for what you get
What do you like best about the product?
The UX is well-designed and intuitive to use. It syncs well with your calendar and emails in a basic way (no AI-boosted features). I liked the feature that allows you to populate the record fields using information pulled from LinkedIn. Saves time.
What do you dislike about the product?
It's difficult to cancel your contract. It's difficult to get through to a human in their Support team. A lot of the reporting features are only available for 'Elite users'. Doesn't automatically reconcile duplicates. The Reach feature is not GDPR compliant and therefore has no use in Europe. Many of the reporting features are available only for 'Elite users' only. It would be nice to have more automated features and prompts.
What problems is the product solving and how is that benefiting you?
It aggregates my data and organises it well. It computes the sales figures.
Easy fit and easy to connect
What do you like best about the product?
You can easily customize trigger and automations.
What do you dislike about the product?
Acceptance of old fashioned Users is complicated.
What problems is the product solving and how is that benefiting you?
Conversational workload is reduced.
Best Customer Service By Zendesk
What do you like best about the product?
Advanced ChatBot, Guide HC, Talk, and Explore, Ease of Use, Ease of Implementation, Ease of Integration, Frequency of Use, Customer Support.
What do you dislike about the product?
There is nothing for te dislike in the Zendesk.
What problems is the product solving and how is that benefiting you?
Customers use the services or products or anything of your business and if they face any problem with your product or with your service then they complain to you about that problem and you can solve their problems using Zendesk products. and when you do this for them, they recommend to others about your products or services. Your business grows.
Facilidade em mudanças
What do you like best about the product?
Porque quando precisei modificar a rota deu certo. Ele é estremamente versatil
What do you dislike about the product?
Treinamentos e pouquissimas imersões principalmente na amarica latina. Comunidade um pouco fraca.
What problems is the product solving and how is that benefiting you?
Retorno de contato mais rapido. Centralização de contato e mensurar.
Very happy with migration from Freshdesk
What do you like best about the product?
Ease of use, analytics, API documentation.
What do you dislike about the product?
Automation features and triggers could be better.
What problems is the product solving and how is that benefiting you?
The API integration is really the key for us.
Implementing Best In Class Support
What do you like best about the product?
As a Premier Implementation Partner and Certified Zendesk Solutions Architect, I've been a part of more than 200 Zendesk implementations / deployments. I've seen first hand the benefit of using a ticketing system over a shared inbox to help the flow of information, and having all of your communications in one spot definitely can help with agent efficiency. As Zendesk continues to evolve the product with new AI offerings and acquisitions, they continue to strike the balance of ease of use while innovating to meet their customer needs.
What do you dislike about the product?
Customers that attempt to use Zendesk as their primary customer database oftentimes need to take additional measures to keep user data in sync with other systems. For example, one user might have multiple records for various phone numbers and email addresses, and form submisssions that ask for phone numbers don't automatically tie that information back to the end-user profile. Data in the reporting tool is primarily focused on robust ticket information vs extracting data associated with non-ticketed users.
What problems is the product solving and how is that benefiting you?
Zendesk offers a complete end-to-end service solution for Customer Experience. From deflection and self-service, to intelligent triage and routing, Zendesk scales to meet businesses where they are with easy low-code, no-code offerings that allow small businesses to activate quickly, while still providing a strong foundation for enterprise models.
Great Zendesk Product Best Choice
What do you like best about the product?
Zendesk has a best Customer Support while integrating with others tool like salesforce it will be very easily to implement with Zendesk.
What do you dislike about the product?
Zendesk Support Suite need some more advance technical customization to perform.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite Help to solve ticket and communication regarding product is very benifical.
Also The Zendesk UI and Dashboard is very clean to understand fields and Ticket to identify.
Also The Zendesk UI and Dashboard is very clean to understand fields and Ticket to identify.
Awesome and amazing
What do you like best about the product?
Well the best thing it is very easy and convinient to use.
What do you dislike about the product?
Maybe giving some more details about agent performance
What problems is the product solving and how is that benefiting you?
The zendesk is very quick and easy to access
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