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Zendesk is used every day to support customers
What do you like best about the product?
I really enjoy the layout of Zendesk. For the most part it is easily comprehended
What do you dislike about the product?
Currently some of the Zendesk reporting is down which prohibits us from clearly seeing the number of tickets we solve a week
What problems is the product solving and how is that benefiting you?
We do all of our email and SMS customer support through zendesk
Recommendations to others considering the product:
It definitely helps to bring all emails into one place. Notifications are easily there and reporting for individuals and teams are all in one place
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Best Customer Support Tool By A Mile
What do you like best about the product?
Ease of use. Everything is fairly simple. There are advanced features you can get to know, to maximize impact, but if you just need to communicate with customers and answer tickets, it couldn't be easier.
What do you dislike about the product?
The interface is -- at times -- a bit clunky. I also would explore ways to white-label the service, and how messages appear/where they're coming from, as the email chains can get a bit garbled bouncing from the ZD interface to an email client.
What problems is the product solving and how is that benefiting you?
Customer Support inquiries can funnel in through an email client, sure. But when you need to keep track of actual "tickets" -- inquiries with a particular issue at hand -- and need the ability to escalate, assign and organize, this is simply the best tool alive for that.
Recommendations to others considering the product:
Really attempt to stretch your knowledge base and use features you may not need yet; there can be a bit of a learning curve on some features, but you very well may need them later.
Prompt response time to customer
What do you like best about the product?
I loved that the generic email would be sent to the customer if we were busy or out of the office allowing them to know we were working on their problem.
What do you dislike about the product?
The email system would lag at some points when we were coming back from a long weekend and over loaded with many inquiries.
What problems is the product solving and how is that benefiting you?
It allowed a customer to contact us personally when they didn't have time to sit on chat and resolve their issue right then.
Application Support Specialist
What do you like best about the product?
The ability to search for related tickets
What do you dislike about the product?
Email forwarding removes email addresses
What problems is the product solving and how is that benefiting you?
Customer support in 1 location. Easy to refer back to customers and build relationships.
Fast and Light
What do you like best about the product?
The design of the user interface is easy on the eyes; at first glance.
What do you dislike about the product?
Lack of search suggestions, CSS boxes stack on top of each other, leaving menus hidden by images.
What problems is the product solving and how is that benefiting you?
It's become much simpler to find information needed for operations at work with the streamlined management of reports and information.
The ease of Zendesk
What do you like best about the product?
Multitasking, Zendesk makes it super easy to be working on multiple tickets at one time. Everything stays organized and is constantly updating so no information is missed. Also there seems to be more functions I find every time I log in.
What do you dislike about the product?
Since it is good at multitasking, the speed off the program can be altered as well. Keeping it running smoothly requires having maybe two other tabs open. Any more can start slowing it down.
What problems is the product solving and how is that benefiting you?
Zendesk keeps us in constant contact with the most valuable part of our company, our customers. Being able to search through the entire program with key terms can help us see how big of an issue is, and then of course mass reply to save time. Efficient!
Recommendations to others considering the product:
I would recommend doing the trial to a full length. Zendesk is perfect if it is utilized in the correct ways, it may be good for one company but for another. Be sure to go over all functions so you can use it properly when you launch it. Programs like Zendesk are better when you can fully understand it.
Zendesk is great for tracking customer service, but the mobile app could use work!
What do you like best about the product?
- Syncs with Shopify orders can view order history when I am responding to issues
- Can save responses easily to use on order issues
- Ability to add documents for customers to find instructions
- Can save responses easily to use on order issues
- Ability to add documents for customers to find instructions
What do you dislike about the product?
- Mobile website updates frequently and instead of in the same app they make a new app
- Notifications are difficult to manage. Should be simpler to turn on/off what sorts of notifications you would like to receive
- Notifications are difficult to manage. Should be simpler to turn on/off what sorts of notifications you would like to receive
What problems is the product solving and how is that benefiting you?
Customer service. The benefits are everything in one place, and we can view what our employees are saying. We can also very easily save our responses to new issues and use them in the future, saving time on customer service
ZenDesk
What do you like best about the product?
We use ZenDesk as a team. It's a convenient way to record support calls we receive and how we resolve issues.
What do you dislike about the product?
There's a lot of graphs and charts we try to use to keep track of team progress which is a little confusing.
What problems is the product solving and how is that benefiting you?
We keep track of support calls, the work that's been done with calls, email customers and use charts for progress.
Zendesk is very efficient and easy to use.
What do you like best about the product?
The navigation is really easy as fluid.
What do you dislike about the product?
The latency issues are a bummer but it's still good.
What problems is the product solving and how is that benefiting you?
We used Zendesk as a case generator for customer to email support so we were able to view their support history.
Recommendations to others considering the product:
Do it!
A cool platform to answer helpdesk inquiries
What do you like best about the product?
The software is easy to use when opening customer tickets and entering their order and contact information. Anytime we have Inquiries this tool has no issue with quick turnaround for resolving our problems.
What do you dislike about the product?
The screens are pretty basic and I've only been able to use one screen at a time when logging into customer profiles.
What problems is the product solving and how is that benefiting you?
Eliminates all manual warehouse manager lookup as all data from Wow, CyberSource, etc is found in here.
Recommendations to others considering the product:
I believe this is a viable solution for all small to mid size businesses.
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