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Customer Support Wizard
What do you like best about the product?
I love the widgets! So helpful to have everything I need on one page.
What do you dislike about the product?
Setting up macros and/or views is not super intuitive. It takes a little guess work if you are new to the system
What problems is the product solving and how is that benefiting you?
Using root issues we are able to identify and track trends in customer requests
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Quick service made easy
What do you like best about the product?
The web based program is very easy to use. Since it is real time, we are able to connect to our clients much more easily. The fact that we are able to see analytics for chats and website visits is also really great.
What do you dislike about the product?
The one thing I dislike about the live chat system is that the chat history only becomes available once you AND the client leave the chat.
What problems is the product solving and how is that benefiting you?
We are a modeling and acting company that helps talent pursue careers in the entertainment industry. We have not really had many issues to realize.
Recommendations to others considering the product:
A small plan is perfect for a small business. Depending on how large your support team is, you will still only need roughly 2 users tops to manage your account.
Zendesk is great
What do you like best about the product?
Easily create and manage tickets. Really improves the custimer service roles in the workplace.
What do you dislike about the product?
Small 20mb file limit. Somwtimes files are much larger than that. For those we have to use an external service.
What problems is the product solving and how is that benefiting you?
Tech support and product launches and upgrades.
Diggin' the Zendesk
What do you like best about the product?
Internal notes, organizing tags. macro messages!
What do you dislike about the product?
It's support chat feature wasn't as good as LiveChat :(
What problems is the product solving and how is that benefiting you?
Communicating with users in a timely manner. We also use nicereply to make sure our reps answers are received well. This helps us internally train better and give overall customer satisfaction.
Recommendations to others considering the product:
Help new users set up there views. I like to view my solved cases for the month and look for trends.
Easy to use and very powerful!
What do you like best about the product?
Zendesk makes it easy to craft views and route support tickets to the appropriate party or team.
What do you dislike about the product?
I dislike the reporting limitations on our tier. We have to work a lot with exported data instead of having a comprehensive interface.
What problems is the product solving and how is that benefiting you?
We're solving for very complex communication relationships from end-users, automated notifications, and internal comments. Zendesk works well with all forms so long as you set up for it correctly.
The best customer service tool out there!
What do you like best about the product?
ZD is very easy to use, it has an excellent user interface and definitely simplifies workflows. It's cloud based so you can access it anywhere (even on the app!). I also like how it gives a holistic view of what's going on in the customer service landscape... how many tickets are new/ weekend tickets/ etc. You can also see who's working on what and the status of each ticket. Super user friendly :)
What do you dislike about the product?
You can't go back and edit a ticket, it gets a little confusing when there's multiple emails for a customer (and an email may be in use already), and it lags from time to time. The ticket search function also lags sometimes too!
What problems is the product solving and how is that benefiting you?
We time to the best level of customer service in a fast timely manner...
I've realized various benefits - we're able to answer tickets in a fast manner and all departments can see what's going on. ZD is also very user friendly and allows me to prioritize
I've realized various benefits - we're able to answer tickets in a fast manner and all departments can see what's going on. ZD is also very user friendly and allows me to prioritize
Recommendations to others considering the product:
Super easy to use and it's a startup's best friend!
Comprehensive but buggy
What do you like best about the product?
I love how robust Zendesk's reporting capabilities are. I can build reports on more or less anything I'd like to know about our support
What do you dislike about the product?
Zendesk can be buggy occasionally--sometimes pages won't load, or the phone capabilities will cut off randomly which requires a browser reboot
What problems is the product solving and how is that benefiting you?
I'm gaining amazing insight into the kinds of product changes that need to happen for my company
It did not bring Zen to our worklife
What do you like best about the product?
There are not much that I liked at all on this product, but at least its up and running most of time.
What do you dislike about the product?
We have used both Ticketing system as well as the article management. Ticketing system at least the fulfill the needs we had back in the day. Although their UI design looked like it was from ice age. I also did not like the in-page multi-tab function.
For article management, it was a cause of headache for a long time until we decided not to use the zendesk anymore. We knew that the article exists in the system, however sometime we just could not find it at all. Also, it was not easy updating the articles that are out of date. When we switched from Zendesk to new platform, we have found out numerous article that we never able to find, and way out of date. Scraping and validating all the article from Zendesk was not pleasant.
For article management, it was a cause of headache for a long time until we decided not to use the zendesk anymore. We knew that the article exists in the system, however sometime we just could not find it at all. Also, it was not easy updating the articles that are out of date. When we switched from Zendesk to new platform, we have found out numerous article that we never able to find, and way out of date. Scraping and validating all the article from Zendesk was not pleasant.
What problems is the product solving and how is that benefiting you?
We used it on both ticketing and article management. Having internal/external reply feature was somewhat helpful, but also confusing.
Recommendations to others considering the product:
There is not much I can recommend to others. I would suggest keep looking for the similar products, and compare them based on the key factor you need.
If the key factor is searching the documents/article, this is not the best product to use.
When there are poor searching function, we cannot encourage the customer to use the help center while its designed to self on-board..
If the key factor is searching the documents/article, this is not the best product to use.
When there are poor searching function, we cannot encourage the customer to use the help center while its designed to self on-board..
Easy to use, great software tool
What do you like best about the product?
Love how easy it is to use Zendesk. I didn't need any training or long user guide, i was just able to log in and try out the different features without issue. Was also really easy to set up our support resources section.
What do you dislike about the product?
Doesn't seem like you can give agents access to thinks like client information such as address etc. without giving them administrative access. Our agents need access to information like this for trouble shooting and for sending out replacement parts etc.
What problems is the product solving and how is that benefiting you?
Needed a great client support tool that would give every one of our clients quick, efficient levels of support regardless of their preferred channel of communication (phone, email, chat, etc.)
Recommendations to others considering the product:
Definitely try out the free trial. Once you see how easy it is to set up and use, you'll see the value first hand. While Zendesk doesn't allow for quite as much customization as I'd like when it comes to branding of emails etc. its great for focusing on client support through multiple channels.
Always be in touch with your customers
What do you like best about the product?
The best chat application. Easy to integrate and use. Advanced analytics and customer engagement tools.
What do you dislike about the product?
There is nothing as such that I don't like.
What problems is the product solving and how is that benefiting you?
Helps a lot in interacting with customer on a real-time basis. We can solve the queries right away.
Recommendations to others considering the product:
Must must must have tool integrated on your website if customer satisfaction is priority to your business.
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