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Great chat application
What do you like best about the product?
Love the dashboard is easy to view who is on your site, who is looking to chat, and where they are located.
What do you dislike about the product?
There is no way to quickly identify if they are a current user.
What problems is the product solving and how is that benefiting you?
We are using Zendesk to connect with current customers who need assistance using our service as well as connect with potential clients browsing our website.
Recommendations to others considering the product:
Zendesk is great as a basic chat service. There are other services that are better in regard to analytics and marketing. If you dont have a need for those services then Zendesk is an easy platform to learn and work.
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I love Zendesk!
What do you like best about the product?
The ease of use. This system is so easy!
What do you dislike about the product?
There isn’t much I dislike at all. Sign in could be a bit easier.
What problems is the product solving and how is that benefiting you?
We use it for customer service. We answer hundreds of emails and Zendesk has made it so much easier.
Simple to Use
What do you like best about the product?
Just switched to Zendesk as our main ticketing system and am loving it
What do you dislike about the product?
We are still fairly new to this software, so not much to dislike
What problems is the product solving and how is that benefiting you?
We are solving pricing. Our last ticketing system was over priced.
Works great
What do you like best about the product?
Nice alerts when customers need assistance and ability to send pictures and text documents
What do you dislike about the product?
No complaints with the current setup I am happy
What problems is the product solving and how is that benefiting you?
Customer who visit th website after hours are able to leave messages for us to see in the daytime
Recommendations to others considering the product:
Keep making the softward smooth and customer experience great
Mis-sold and customer services refuse to provide the complaints procedure
What do you like best about the product?
The software itself is very good the service desk, however, less so.
What do you dislike about the product?
When you take a trial you choose which trial of which plan. What actually happens is you are shown the features of professional and the only way you would know is if you looked at the asterisk on professional. Why would you do this if you are trialling Team!?
When this was required it was agreed it was a mistake. As we have been mis-sold we asked for the extra feature included in our demo of team to be provided as a gesture of goodwill. No extra cost to Zendesk as they are a software company and this extra little feature as no extra overhead. We were told this was not possible and when asked to raise a complaint we were refused. When asked about the complaints policy, we were refused. Twice promised a call back from a manager, no contact. Contacted a staff on Linkedin who referred me back to the ticket owner and we're back into a loop.
When this was required it was agreed it was a mistake. As we have been mis-sold we asked for the extra feature included in our demo of team to be provided as a gesture of goodwill. No extra cost to Zendesk as they are a software company and this extra little feature as no extra overhead. We were told this was not possible and when asked to raise a complaint we were refused. When asked about the complaints policy, we were refused. Twice promised a call back from a manager, no contact. Contacted a staff on Linkedin who referred me back to the ticket owner and we're back into a loop.
What problems is the product solving and how is that benefiting you?
We have seen that we are efficient with a team working on Zendesk. The categorisation is useful also.
However, please be careful. C/S survey results are only available on professional (not team).
However, please be careful. C/S survey results are only available on professional (not team).
Great Product But Can get Expensive
What do you like best about the product?
I like how it's easy to use. The UI is so nice.
What do you dislike about the product?
It can get Expensive based on the features you need
What problems is the product solving and how is that benefiting you?
It is a good way to intrigue customers to learn more about our products
Horrendous Customer Services
What do you like best about the product?
The software is mainstream and does what you would expect from a chat function. It allows you to chat to potential customers and answer queries from existing ones.
What do you dislike about the product?
It is hard to describe the systematic approach to customer services. We've had three problems, one where we lost two customers because of a bug. We were told it was our fault. An internal email about us was accidentally sent to us, revealing how Zendesk really operates. Anyone can make a mistake but it is a system and other users have voiced similar concerns.
What problems is the product solving and how is that benefiting you?
Winning business and solving problems faster.
Recommendations to others considering the product:
Great software companies love their customers. Things go wrong from time to time, and you should judge people when these 'moments of truth' happen. Zendesk are systematically a company that, although it espouses customer services virtues in its products, views its own customers as an inconvenience. A leaked email to us shows this. If chat and helpdesk is strategic for you, stay clear and use a competitor. We're switching.
Familiar feel with handy features
What do you like best about the product?
Easy to use and effectiveness in successfully managing ticket queues.
What do you dislike about the product?
Can get repetitive without bulk editing and solving tickets, an essential permission everyone should have in my opinion.
What problems is the product solving and how is that benefiting you?
Customer satisfaction metrics and pinpointing where there are opportunities to improve support.
Recommendations to others considering the product:
It’s a good product with lots of features to help your team succeed. TONS of articles with information on how to succeed and learn the ropes of Zendesk.
An Easy Way to Submit Those Pesky Requests
What do you like best about the product?
During my time at previous companies that did not use ZenDesk, it would almost seem like a chore to try and put in a ticket for support. ZenDesk keeps it simple and easy to use, which helps when you are already frustrated by something that is, most likely, not working.
What do you dislike about the product?
It might perhaps be too simple. We use it company wide and I know it can become a little difficult to go through for the small team that monitors it.
What problems is the product solving and how is that benefiting you?
We use it to submit any support issues with have to our internal IT team, when either needing assistance with our computer or needing help with a facility issue (moving monitors, setting up a desk, etc). We also use it to submit feedback to another team member about a new software we have recently implemented.
This helps me provide excellence customer service
What do you like best about the product?
i like how i get notifications from zendesk via slack. helps me stay on top of all tickets and have a good response time.
What do you dislike about the product?
i dislike the amount of emails from zendesk!! i get my notifications via email. too many!
What problems is the product solving and how is that benefiting you?
customer service...a lot has to do with connecting a device to our website/app. or logging in, and registering. knowing customer feedback helps keep us updated on what we need to work on.
Recommendations to others considering the product:
everything is great. we might be implementing the phone call feature and zendesk has been great at helping us test it.
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