Zendesk Suite
ZendeskReviews from AWS customer
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Odd corporate use
What do you like best about the product?
Easy archiving and look up. Allows you to notate accounts.
What do you dislike about the product?
Rep for Zendesk never trained anyone on it. Stated we were using it outside it's intended use. A great looking amd built software. It lags though and I think heavier knowledge would have been helpful.
What problems is the product solving and how is that benefiting you?
Connecting real estate agents with customers and tech support.
Our Favorite Software
What do you like best about the product?
Everyone on our support team, myself included, finds Zendesk to be our most powerful tool. Nothing slips through the cracks with this system. I've heard of other products being intuitive, but they don't live up to the nature of Zendesk.
What do you dislike about the product?
I'm not sure if this is really a downside, but there is a large customization component in the beginning. Since our team started out pretty small, this was a learning process from multiple aspects. We grew at the same rate as our options in Zendesk did and now it is the key to our efficiency.
What problems is the product solving and how is that benefiting you?
A key selling point to our product is our customer support. Our customers rely upon quick responses to solve problems in their day-to-day usage of our product. Zendesk allows them to get in touch quickly and we've realized the added benefit of measure our own stats to track performance.
Zendesk Support: When your customers feel heard and acknowledged, retention wins!
What do you like best about the product?
Ease of use, training new employees to use Zendesk was easy and simple. It is scalable based on the needs of your company. Zendesk support was great for tracking, prioritizing, and solving customer issues. The ability to apply automatic macros was great and they were easy to create with the help features on Zendesk.
What do you dislike about the product?
The search feature needs to be more advanced. Had to type in what you were searching for and then specify what category it falls under (user, feature, etc.)
What problems is the product solving and how is that benefiting you?
Customers are happy because they feel supported when they send in a ticket and get a response back. Customer support ticket backlog has decreased and so has follow-up time for customer support issues. User retention increases when customers are happy, and we realized that the daily follow up on tickets and status of tracking and priorities for tickets was extremely beneficial to managing our customer support process.
Recommendations to others considering the product:
Easy to use, highly recommend.
Always helpful
What do you like best about the product?
Solid ticket management options, including social media. Support for ITIL and automatic workflows. Good integration options. Zendesk Support lets tickets be raised via the usual array of sources: chat, email, in-app support, social networking websites, telephone, and the web. The company also provides outbound messaging for agents, a self-service portal for the general population, and an open application programming interface
What do you dislike about the product?
It's lack of big business features such as change and asset management. Because of Zendesk's pricing structure, it's important to determine what you'll need before making your purchasing decision. Tally up everything you want and everything you might want and then calculate potential costs. Run those numbers against Zendesk Support's competitors, most of which have set pricing, to see whether this tool will make sense for your budget. If money's no factor, then Zendesk Support is definitely worth your consideration.
What problems is the product solving and how is that benefiting you?
predictive analytics around customer satisfaction.
Recommendations to others considering the product:
While not quite an Information Technology Infrastructure Library (ITIL)-friendly system, Zendesk Support does let you raise problems—something that not all helpdesk solutions offer. The inclusion of such a feature, while not adhering to the entire ITIL methodology, is an interesting one in that it gives customers more flexibility over how to deploy and utilize their Zendesk Support investment.
ZenDesk For Customer Support
What do you like best about the product?
Efficient response mechanism and intuitive user interface
What do you dislike about the product?
Had issues attaching files. Was not able to effectively attach files.
What problems is the product solving and how is that benefiting you?
Using zendesk to communicate with our clients. Zendesk has allowed us to better understand client issues and questions.
Very pleased with my experience
What do you like best about the product?
Customer-facing web interface that you can easily brand
Export ticket views to CSV
Export ticket views to CSV
What do you dislike about the product?
The hard-to-learn interface could be a fall back because it could get confusing.
What problems is the product solving and how is that benefiting you?
We are more efficient in getting things done because of the ticketing system. It also stands out with an excellent reporting and analytics module.
Simply the best
What do you like best about the product?
Where to start from. I've never used a tool like this before. It provides anything you might need (and many that you didn't know that you need) in your browser. You can manage and collaborate across multiple teams, handle your work with ease and even get valuable feedback from your clients.
The UI is excellent, the true meaning of Application as a Service. It's like using a desktop app but from your browser, which is hosted in a different server. It's the perfect tool for support teams, if they want to take a step higher in the quality of their services.
What impresses me though, is how dynamic its configuration is. You can add dropdown lists on the fly, or even create new rules for the transitions.
The UI is excellent, the true meaning of Application as a Service. It's like using a desktop app but from your browser, which is hosted in a different server. It's the perfect tool for support teams, if they want to take a step higher in the quality of their services.
What impresses me though, is how dynamic its configuration is. You can add dropdown lists on the fly, or even create new rules for the transitions.
What do you dislike about the product?
It's tedious to make bulk changes as it isn't easy.
What problems is the product solving and how is that benefiting you?
As I describe above, there are many benefits in using Zendesk. It lets support teams do their job more easily and tidier.
Recommendations to others considering the product:
First class support tool. It also provides an application, so you can take it with you all the times and never miss an SLA or an urgent ticket
Wouldn't use any other CRM!
What do you like best about the product?
ZenDesk is easy to use, and easy to set up! It does a great job at reporting and organizing especially when handling multiple brands
What do you dislike about the product?
The reporting could be easier but I really do love everything about ZenDesk!
What problems is the product solving and how is that benefiting you?
Tracking our CS teams metrics, as well as Customers Feedback!
ZenDesk is a good platform for customer support
What do you like best about the product?
integrates well with other packages (like salesforce, APIs, etc)
What do you dislike about the product?
not enough options for sending emails, need bcc
What problems is the product solving and how is that benefiting you?
customer support
Great user friendly interface
What do you like best about the product?
Emails are categorized into different teams and filters automatically, making it the support flow more efficient.
What do you dislike about the product?
Requiring a reason for solving tickets sometimes hinders blocking out an influx of spam mails.
What problems is the product solving and how is that benefiting you?
Solves queries coming into all department such as support, training and products team in one platform.
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