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Great product but a little tricky to set up.
What do you like best about the product?
I like the capability it has. It can do a lot for your customer service if you know how to set it up properly.
What do you dislike about the product?
I dont like that they dont have any way to connect to instagram.
What problems is the product solving and how is that benefiting you?
We are able to get our support all in one place for many different brands.
Recommendations to others considering the product:
I think it is def worth a try. It is a very valuable tool.
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Zendesk for growing team
What do you like best about the product?
Customization. As teams expand, you need more control over who gets what, who sees what, and who handles certain types of cases. Zendesk makes this possible.
What do you dislike about the product?
There are some features that have been requested for years on the ZD feedback site that are not implemented, namely the ability to easily wipe closed tickets from your ZD account.
What problems is the product solving and how is that benefiting you?
Handling support request.
Overall an effective product!
What do you like best about the product?
The simplicty of Zendesk Chat is amazing! It's easy to connect and easy to use. It's an easy way to connect with out customers. Price-wise, this product is at a great price-point and even offers a free option. Overall, I'll gladly recommend this product to my friends.
What do you dislike about the product?
The chat interface could be better. As a n agent, it would be helpful if there was visitor typing insight.
What problems is the product solving and how is that benefiting you?
Zendesk chat is easy to use.
Recommendations to others considering the product:
Great product. Nothing fancy and easy to use. I wish there were some of the other features I mentioned, but that's not up to me!
Zendesk is a good knowledge base portal
What do you like best about the product?
I liked the interface a lot. It is easy to use and navigate.
What do you dislike about the product?
The custom analytics are awful. I still have never been able to understand how to adjust our custom analytics.
What problems is the product solving and how is that benefiting you?
We houses our tutorial articles. We are able to help our clients better understand our tool with zendesk
Zendesk -light, agile support
What do you like best about the product?
Ease of use, and change management. Its incredibly easy to deploy (fresh start or migration) The agent interface is easy to navigate for agents, all of the sidebar options are direct and fast, they are not weighted down with long menu options. The ease of use comment comes from it being fully integrated platform across Chat, Analytics, Voice and (robust) analytics.
What do you dislike about the product?
In the past, it was hard to get Zendesk PM's to release information about upcoming features that may break features/code you have rolled out within your own team -via API / end points, but those days are long gone, they are much more transparent about upcoming releases honestly most of the past pain points have gone away.
What problems is the product solving and how is that benefiting you?
Customer satisfaction with a reasonably priced platform - we solved it all with Zendesk.
Higher satisfaction: better ticket tracking/flow, deep insights, CSAT surveys, meaningful SLA's
Lower pricing: savings out of the gate, as well as post-implementation support which can mostly be down in -house (no $400/hr post implementation support reps taking advantage of you)
Higher satisfaction: better ticket tracking/flow, deep insights, CSAT surveys, meaningful SLA's
Lower pricing: savings out of the gate, as well as post-implementation support which can mostly be down in -house (no $400/hr post implementation support reps taking advantage of you)
Recommendations to others considering the product:
Consider service channels, like Chat and Voice. If you plan to use them, and need rich Analytics (GoodData comes bundled free) Zendesk is a hands down winner. If you only need email, and have an incredibly low volume of tickets, the others in this space do an 'ok' job within a similar price range. With that said, the support from Zendesk PM's and the ZD community are incredible. Unlike others in this space ZD has a huge (super responsive) community that has already done what you're trying to do.
Chat tool and ticket service
What do you like best about the product?
The interface is easy to use! It allows us to service our customers quickly!
What do you dislike about the product?
There are many connection issues that we have that impact our business on a weekly basis.
What problems is the product solving and how is that benefiting you?
Providing sales and support to our customers. This allows us to quickly assist multiple people at a time!
Recommendations to others considering the product:
Better customer service and more reliable platform
Love Zendesn
What do you like best about the product?
It allows multiple customer service agents to be helping customers without overlapping or missing responses.
What do you dislike about the product?
The email customers get can be confusing. Telling them to reply above the line.
What problems is the product solving and how is that benefiting you?
Making sure all customer inquiries are addressed in a timely manner and kept organized for future review.
great tool for a small support team
What do you like best about the product?
Very cheap but has all features you will ever need. Triggers and automation rules allow to set up advanced notifications, so no tickets will be lost. But at the same time interface is very simple, modern and easy to use.
What do you dislike about the product?
Low quality on site widget, after they discard the older version, the new version is not supporting pre-filling question details. Maybe it was not a popular feature, but losing features after an update not felt right.
What problems is the product solving and how is that benefiting you?
Managing questions, bugs, feature requests and other issues with our customers.
Recommendations to others considering the product:
If you have a small team and don't need live chat integration - Zendesk is very good solution for a customer support team.
Zendesk is so intuitive to get up and running for any SMB like Cazoomi
What do you like best about the product?
Zendesk let us connect with businesses on the channels they prefer. And it’s all managed in one place—so our team can track conversations and pick up where they left off. The result is a better customer experience, right from the start for our small team of 15.
What do you dislike about the product?
The mobile app for Zendesk needs to be able to sort on search as our team work anywhere so not always with their laptop to use the desktop sort feature.
What problems is the product solving and how is that benefiting you?
We solve our subscribers need for Apps integration so Zendesk provides this out of the box with 100s of marketplace apps for business needs.
Our company also has realized a substantial drop in support cases after implementing Zendesk Help Center and their newest Connect features.
With the Help Center we can take case issues and quickly turn them into Knowledge Base articles daily to better assist our subscribers who bring to our team's attention something we had not thought of before as an issue.
Our company also has realized a substantial drop in support cases after implementing Zendesk Help Center and their newest Connect features.
With the Help Center we can take case issues and quickly turn them into Knowledge Base articles daily to better assist our subscribers who bring to our team's attention something we had not thought of before as an issue.
Recommendations to others considering the product:
Do a POC with your support staff to see how quickly they adapt to the software as that is the key sign for widespread adoption of Zendesk and if it is right for your organization.
Great Experience Thus Far With Zendesk!
What do you like best about the product?
The support ticket system is great which allows team members to internally comment on specific tickets for better organization and communication.
What do you dislike about the product?
It had a bit of a learning curve but I wouldn't call it a dislike as the system is complex and just takes a bit getting used to.
What problems is the product solving and how is that benefiting you?
Most of our tickets came in via email in which we could not track which team member was handling what. Now we can see which tickets have been addressed and which still need to be.
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