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Zendesk revolutionized our customer experience departments efficiency and service
What do you like best about the product?
Help desk feature- it allows guests to find answers autonomously and for our team to update FAQs at anytime.
What do you dislike about the product?
I wish Instagram comments could be seen in Zendesk.
What problems is the product solving and how is that benefiting you?
We are able to staff less people as Zendesk allows us to be very efficient. We're also solving for inconsistencies in answers and volume with the help desk and macros.
Recommendations to others considering the product:
Be sure to spend time with a account manager- there are so many features out there that you might not even have know about
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Highly Recommend
What do you like best about the product?
It's easy to use, easy to respond via email, is reliable (as much as SaaS can be) and is a great database of past questions, issues, etc.
What do you dislike about the product?
When you search using keyword, it doesn't automatically sort by most recent. It's a small annoyance, but it's consistent.
What problems is the product solving and how is that benefiting you?
I work with customers regularly both via email and via Zendesk. Zendesk allows me and my more technical partners to solve an issue with a customer together more easily and more organized than email does.
Zendesk
What do you like best about the product?
Zendesk is very easy to use and allows us to easily track issues.
What do you dislike about the product?
It tends to crash quite a bit. There are features that don't allow us to be very personable.
What problems is the product solving and how is that benefiting you?
Support issues for our members. We have been able to use the data tracking and issues to make changes on our site.
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
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
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