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Our finalist for web chat services
What do you like best about the product?
It was easy to implement which was key since our web team is not in-house. Lots of features - saved chat & customer history being the key.
What do you dislike about the product?
Nothing really. Every time I think I have an issue I find the solution. As we get higher volume web traffic there is the possibility for new issues, but so far so good.
What problems is the product solving and how is that benefiting you?
Adding a chat option to your website is a must for any company offering a "service". We offer a service where there are a lot of opportunities for questions throughout the process, this gives our customers and potential customers another option to communicate with them. Also real time stats on where people are coming from and where they are visiting our site.
Recommendations to others considering the product:
Great chat widget. Price is right for all the features included and great for small businesses/start-ups.
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Easy to implement and scale
What do you like best about the product?
It integrates with with our eCommerce platform (Shopify) and phone service (RingCentral). It is easy to set up and implement, including tagging and triggers.
What do you dislike about the product?
Zendesk does not allow direct reply and management of Facebook comments via the platform.
What problems is the product solving and how is that benefiting you?
Scaling customer service. We are better able to measure the types of inbound inquiries, track interactions, and scale our customers without scaling our team as quickly. Zendesk allows us to be professional and prompt with customer management.
Simple and effective
What do you like best about the product?
Zopim is our choice software for fielding live support. We use it on our own site and install it for clients. The look and feel is nearly perfect out the box. The usability is great for non-technical users we have to train to use live support. The trigger system is epic at starting chats. One of my favorite pieces of software I use everyday.
What do you dislike about the product?
The look and feel is nice out of the box, but lacks advanced/custom changes. Very constrained to a small box . Other software is getting more creative and stylized with their pop up boxes.
What problems is the product solving and how is that benefiting you?
Helping connect website visitors to CSRs, sales reps, or whoever they should be in contact. We realized people LOVE using chat.
Solid Help Desk Support System
What do you like best about the product?
-muliple methods of ticket submission (email, online)
-easy to manage tickets
-lots of integrations with different apps (JIRA On Demand, Slack, etc.)
-easy to use API
-large library of rules
-easy to manage tickets
-lots of integrations with different apps (JIRA On Demand, Slack, etc.)
-easy to use API
-large library of rules
What do you dislike about the product?
-mobile app is rather poor
-poor disconnect between new and old features
-poor disconnect between new and old features
What problems is the product solving and how is that benefiting you?
Zendesk provides our organization with an easy to use ticketing help desk system to better interact with our customers and keep track of requests, issues and more.
Recommendations to others considering the product:
Zendesk has so many great features which must be enabled. Stay on top of all the new features to maximize your experience. We have fallen behind and as a result, we are not utilizing the software to the full extent.
Easy, Intuitive and Efficient
What do you like best about the product?
We moved to Zendesk from an on-prem software that was so cumbersome to use and complex to understand. We like the easy to understand web interface, flexibility to connect to external applications, flexibility to send an internal note and easy way to merge the two tickets.
We like their user-based pricing model, it brings down the entry barrier for small and medium companies.
We like their support - very smart and thoughtful staff.
We like their user-based pricing model, it brings down the entry barrier for small and medium companies.
We like their support - very smart and thoughtful staff.
What do you dislike about the product?
I wish they could provide much more granular analytics that can be used to find the actual TAT in issue resolution.
It would be great if they can improve on their messenger and make it a separate application and not part of the web application.
It would be great if they can improve on their messenger and make it a separate application and not part of the web application.
What problems is the product solving and how is that benefiting you?
We are using Zendesk as a ticketing system as part of our customer support.
Recommendations to others considering the product:
Enhance the analytics around user and issues
Zendesk Review
What do you like best about the product?
It's easy to use. You can customize it for your team.
What do you dislike about the product?
Sometimes it has synching issues with our phone system.
What problems is the product solving and how is that benefiting you?
Customer inquiries.
Great site for monitoring concerns
What do you like best about the product?
This allows us to keep up with customer questions, the answers we provide
What do you dislike about the product?
I would like a button for eliminating some posts.
What problems is the product solving and how is that benefiting you?
Allows more than 1 person to respond to a request or customer concern.
Recommendations to others considering the product:
great, easy to use, does not require a lot of training
Sometimes great, sometimes very difficuly
What do you like best about the product?
You can do a lot on Zendesk which is great. You are able to look at leaderboards, track your csats and keep an easy eye on all of your tickets. It really helps when trying to find lost tickets, since there can be many different ways of searching people within the system. It also helps to organize tickets in a way that is accessible for all associates.
What do you dislike about the product?
I feel like all of the features do not work in the way that I would like. I do feel like sometimes the calculations for leaderboard scores may be a bit off. Also, when going through play mode for tickets, it skips and assigns you to the same ticket as someone else, which is a bit frustrating.
What problems is the product solving and how is that benefiting you?
In terms of our business, it is fully dependent on Zendesk. All of our tickets are archived and saved on the platform, so we really need to it make our company work. Some times a bit glitchy, but all in all, pretty helpful
Recommendations to others considering the product:
Zendesk is great for keeping track of tickets. It works well for any kind of tracking needed, so phone calls or emails. It also saves all of the chats that you have so that customer information is easy to find quickly, which makes life easier for all the associates here. However, sometimes emails don't go through to the customer and it cane get a little glitchy which is probably the most frustrations part of Zendesk.
Effortless process
What do you like best about the product?
The ease at which tickets can be created, processed, located, and followed through to completion.
What do you dislike about the product?
To be honest, there isn't anything I can think of at the moment. It's the best solution I've used to date.
What problems is the product solving and how is that benefiting you?
It's been great for intra- and inter-office support, especially for workstation issues and software updates.
Recommendations to others considering the product:
It's been a quick and effortless process to set up and get moving. Something to consider when you want to hit the ground sprinting.
Great
What do you like best about the product?
The ability to customize the interface to whatever analytics and what type of relationship management you need.
What do you dislike about the product?
It does go down often (twice in the past week) which can be less than ideal in the middle of a work day.
What problems is the product solving and how is that benefiting you?
I am an employee using this as a CRM tool. This is the 2nd company I have used ZenDesk with.
Recommendations to others considering the product:
Make sure you fully utilize the tutorials and their support, there is SO MUCH the software can do, don't waste it.
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