Zendesk Suite
ZendeskExternal reviews
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Efficient , user friendly Live Chat Software
What do you like best about the product?
Undoubtedly , one of the best live chat support software . It gives our company the ability to chat live with customers since we do not offer inbound/outbound calls for support.One can easily configure the chat box from the Zendesk site and use the code to set it up on the website.
What do you dislike about the product?
Zendesk/Zoopim is almost a complete Live chat software .There isn't a way to force the customer to answer certain questions prior to entering the chat. The chat transcripts sometimes take very long to show up in the chat history .
What problems is the product solving and how is that benefiting you?
Managed all of our customer support through one platform with Zendesk has made our support team very efficient.
Recommendations to others considering the product:
If you are having an E-commerce company or is a business solution that might get a lot of inquiries on a daily basis, this live chat feature could be helpful. Real-time visitor /client communication will increase your sucess rate,
the best one for support
What do you like best about the product?
the possibility to interact with users and also to chat/call them
What do you dislike about the product?
the support is really expansive if you uses many agent
What problems is the product solving and how is that benefiting you?
chat with customer and support email with information
Straight Forward
What do you like best about the product?
It is simple and allows customizable fields. It also has a clean look.
What do you dislike about the product?
I can't create new tickets from an email although I can update comments by doing so.
What problems is the product solving and how is that benefiting you?
Internal IT / access adjustments
A Complete Omni Channel...
What do you like best about the product?
The reporting tool gives you detailed business insights.
The rules feature can delete unnecessary or junk message automatically also, you can route the ticket to relevant person via rules features.
It’s a user friendly application; you might won't need to train your staff on Zendesk. If they have basic knowledge of omini channel.
Multi-channel support: email, web, phone, chat, social media.
Knowledge base portal and community forums included.
The rules feature can delete unnecessary or junk message automatically also, you can route the ticket to relevant person via rules features.
It’s a user friendly application; you might won't need to train your staff on Zendesk. If they have basic knowledge of omini channel.
Multi-channel support: email, web, phone, chat, social media.
Knowledge base portal and community forums included.
What do you dislike about the product?
You might need technical staff to configured or deploy Zendesk in your organization.
It’s bit expensive, if you want to avail all features.
It’s bit expensive, if you want to avail all features.
What problems is the product solving and how is that benefiting you?
We have a contact center; and we need to communicate wit hour customer through different channel, i.e. Social Media, Chat, Call etc. Zendesk gives you a platform to interact with the customer on a single platform.
Comprehensive Support Tool
What do you like best about the product?
I liked all of the different filters and views to sort Support tickets
What do you dislike about the product?
Zentalk seemed to often have problems where only one side of the call could hear the other
What problems is the product solving and how is that benefiting you?
Organizing and quantifying Support tickets through metrics
Impressive Ticket Management Workflow
What do you like best about the product?
Zendesk has much it does well, but most beneficial to us is the overall self-service approach the suite takes. The customer-facing portal with its knowledge base is first class in and of itself, but even better is how the knowledge base is tied into ticket workflow. It's incredibly helpful to have the KB integrated into the queue, and be able to quickly search for and include articles in customer responses. Zendesk is the best at making this whole process easier for the agent. Also killer is the reporting, with great stock reporting out of the gate along with the ability to use GoodData for detailed reporting.
What do you dislike about the product?
Not much here to dislike, but at some point it would behoove Zendesk to upgrade its widget to allow for more interactions than simply searching the knowledge base and creating a ticket. More of a user experience there would be helpful.
What problems is the product solving and how is that benefiting you?
We've been able to beat industry standards on first reply time and customer satisfaction, despite significant ticket volume. While our people have much to do with that, it was definitely more difficult before we had Zendesk.
Zendesk Chat for Sales
What do you like best about the product?
helped increase engagement of website visitors which meant more leads! Templates are helpful
What do you dislike about the product?
Templates could be easier to customize and use
What problems is the product solving and how is that benefiting you?
Increase conversion rates of website visitors, better customer service, more leads
Zanedesk Talk (phone)
What do you like best about the product?
good for tickets support! but bad for telehone (talk) support
What do you dislike about the product?
I am an zendesk user for years and my complain is only abaut zendesk talk (phone service)
I had to quit zendesk talk! I don´t recommend it at all, because I had a lot of issues:
First of all i was told that I would get phone calling in all agents at the same time - never happened!
Finally, I had my phone off working for 4 days and I didn´t get any feedback from support!
Can you imagine a medical clinic being without telephone?! that´s it...
Than I had a lot of calls failure, echos, etc
I had made an annual plan and now zendesk says will not refund me!!!
I will stay away from it
regards,
Guilherme Szerman
I had to quit zendesk talk! I don´t recommend it at all, because I had a lot of issues:
First of all i was told that I would get phone calling in all agents at the same time - never happened!
Finally, I had my phone off working for 4 days and I didn´t get any feedback from support!
Can you imagine a medical clinic being without telephone?! that´s it...
Than I had a lot of calls failure, echos, etc
I had made an annual plan and now zendesk says will not refund me!!!
I will stay away from it
regards,
Guilherme Szerman
What problems is the product solving and how is that benefiting you?
good for tickets support
Recommendations to others considering the product:
good for tickets! bad for telehone - talk
Still the best ticketing software
What do you like best about the product?
I like the email ticket support flow and ticket management and tagging best.
What do you dislike about the product?
Does not play nice with our chat application Intercom, because they want to compete with their own ZD chat.
What problems is the product solving and how is that benefiting you?
Cross business ticket collab is really strong in ZD.
Zendesk Support
What do you like best about the product?
Love that I can access my support ticket system from any where. I have the phone app and when I am on the road works great!
What do you dislike about the product?
I wish Zendesk had a scheduler option, to schedule appointment for later and get alerted.
What problems is the product solving and how is that benefiting you?
We offer desktop support to our clients. Zendesk helps us keep organized and not miss a support ticket.
Recommendations to others considering the product:
Don't hesitate on trying this Zendesk Support, Its been great for our company. Price is very reasonable.
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