Zendesk Suite
ZendeskReviews from AWS customer
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User friendly chat option
What do you like best about the product?
I like the analytics shown by Zendesk. It allows you to break down specific agent information which is helpful. You can check each agents statistics very easily. I also like the fact that it has triggers, which makes reaching out to specific clients a lot easier. I like that we can see who is currently online. If we needed to reach out to a customer, although it may be odd, we can.
What do you dislike about the product?
Honestly, there is not much I can say about what I dislike. If I had to come up with a reason, I would say that the way the chat looks on our client end is very simple. This may be something we can change the look of, but that is not something I am aware of. Another thing that came to mind is the way chats are exported. It seemed very difficulty to find specific chats when exported.
What problems is the product solving and how is that benefiting you?
The company is basically ran mainly through the internet, so we rely on clients being able to chat with us to ask questions, verify new account, etc. Without a chat option, we would most likely have to rearrange a large portion of our tasks.
Recommendations to others considering the product:
I would recommend adding in better export options. The current option makes finding a specific chat a little too difficult and not worth it. This is not something we would use a lot, but would be nice to have in certain situations!
Great for Customers and Customer Service Reps Alike
What do you like best about the product?
Zendesk has made corresponding with customers a breeze. With functions like macros, and merging tickets, it makes forming emails quick and organizing tickets easy.
What do you dislike about the product?
The "internal note" function does not work.
What problems is the product solving and how is that benefiting you?
We were having efficiency issues but having out entire team use Zendesk with macros and shortcuts, has really helped.
Click to Chat
What do you like best about the product?
Multitask possible, whisper chat available gives flexibility to co-ordinate and consult with colleagues to provide accurate response/help to customers. Helps to understand and fix the issues quickly.
What do you dislike about the product?
Few major features not available or available with additional cost like Video call, Co-browsing
What problems is the product solving and how is that benefiting you?
Operations and Sales team wanted solution which can cover all medium of interaction and support to customer also can track lead generation and performance of team members.
Benefited with resolution of above issues and got lot of additional features like Analytical reporting, translation, visitor monitoring etc.
Benefited with resolution of above issues and got lot of additional features like Analytical reporting, translation, visitor monitoring etc.
Recommendations to others considering the product:
Analyse upfront on the features you really need. You may have to pay extra for some of the essential feature you really want.
Quickly and sorted
What do you like best about the product?
The query mechanism to search trough all the registered cases in zendesk
What do you dislike about the product?
Sometimes when customers attach csv files appear with wrong format in the case
What problems is the product solving and how is that benefiting you?
The issues managed with zendesk are software and configuration mainly
Recommendations to others considering the product:
Tryn to handle and track your open issues with customers
My Zendesk experience
What do you like best about the product?
It is a very powerful tool that, if you have no experience, the learning process to take full advantage of it can be a bit slow. The truth is that the tutorials and its help forum are extremely good.
What do you dislike about the product?
So far I like the whole system, maybe if I would change something it would be the design of the dashboard since it's where you spend most of the day, possibly I would play with a more modern appearance.
What problems is the product solving and how is that benefiting you?
The main problem it solved for us was the response time to requests, as managing everything from email became a bit complicated. But with Zendesk Support, we filter all the emails of our interest for follow-up.
Recommendations to others considering the product:
Whatever your industry, Zendesk will support you in internal support or with the end customer. All areas involved in a Customer Journey can be included to manage pending tickets by department. If you are looking for a tool for Customer Service and follow-up, Zendesk is ideal. Don't think twice and acquire it now.
Linking emails and phone calls
What do you like best about the product?
I love the ability to link our emails and phone calls together for all reps to see.
What do you dislike about the product?
Nothing to dislike. But i look forward to using zendesk chat as well
What problems is the product solving and how is that benefiting you?
Being able to link emails and phone calls simultaneously helps increase work flow
Very easy to use and understand
What do you like best about the product?
The GUI ,the support was good for the product, it had all the features in it that they
What do you dislike about the product?
The reason of disliking was not much of the product itself, but because of the familiarity of the product.
What problems is the product solving and how is that benefiting you?
application support
Recommendations to others considering the product:
If you have used other ticketing systems, and if you know api integration well, you can save some money and do a migration of all your tickets into zendesk.
Easy to use chat software
What do you like best about the product?
I like that we can set different departments with different staff to manage chats through for our different websites.
What do you dislike about the product?
I don't like that sometimes a wrong department will get alerted for a chat that should not.
What problems is the product solving and how is that benefiting you?
We are able to secure more leads from our sales websites from people who prefer chat over other communication methods.
Recommendations to others considering the product:
Look into their segmentation options with departments
Zendesk meets my needs!!!!!
What do you like best about the product?
The versatility of the website makes it easy for me to complete my daily duties in an organized manner
What do you dislike about the product?
With the addition of more apps, it appears that the system overall becomes bogged down or performs slower.
What problems is the product solving and how is that benefiting you?
Customer Service related issues
Zendesk Review
What do you like best about the product?
Zendesk is a a a great way to communicate with customers. It is very similar to email or chatting.
What do you dislike about the product?
When we have more than one rep answering "tickets" it can become confusing on who is answering them.
What problems is the product solving and how is that benefiting you?
Faster replies and easier communication with customers.
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