My use case for Salesforce Essentials is focused on gathering market insights for new feature releases and product launches. I utilize Zendesk to collect information from customer tickets regarding changes in features, new feature requests, and customer feedback helping me understand customer patterns and preferences, and guide my planning for product launches and updates.
Zendesk Suite
ZendeskExternal reviews
6,542 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Easy fit and easy to connect
What do you like best about the product?
You can easily customize trigger and automations. Customization is no longer a thing of power users or even IT professionals. That is really a benefit. Furthermore the zendeskians are always on track and implementing things the customer service needs and which are assisting agents in a great way.
What do you dislike about the product?
Acceptance of old fashioned Users is complicated. Personally I do not think we are using the plattform totally. There is lot more potential.
What problems is the product solving and how is that benefiting you?
Conversational workload is reduced by routing topics directly in the correct channel. The conversation with customers can start in the preferred channel, but the agents are in the position to switch to the best without any disturbancies.
Best Customer Service, Zendesk provides best products to their customers
What do you like best about the product?
Generative AI, Agent Workspace, Guide, Chat, and Gather.
Zendesk has Ease of Use, Ease of Implementation, Ease of Integration, and it has Number of Features for Customer Support. These features has Frequency of Use
Zendesk has Ease of Use, Ease of Implementation, Ease of Integration, and it has Number of Features for Customer Support. These features has Frequency of Use
What do you dislike about the product?
There is nothing for the dislike in Zendesk.
What problems is the product solving and how is that benefiting you?
Of course, Zendesk is a service-first CRM company that provides software solutions to help businesses improve customer service and sales teams but if you noticed that Zendesk has a knowledgebase, you can create your Halp Center related to your products, you can create custom webpages, you can promote this as a Website so people will know about your products, they will reach to your products or business. You can enable chatbot whenever people stuck anywhere they can reach to your website or your help centre to get help via chatbot, you can enable talk so people can call you if they urgently have need. Also, Zendesk provide call center solution to enhance your CX.
Ease in changes
What do you like best about the product?
Because when I needed to modify the route, it worked. It is extremely versatile.
What do you dislike about the product?
Trainings and very few immersions mainly in Latin America. Community is a bit weak.
What problems is the product solving and how is that benefiting you?
Faster contact return. Centralize contact and measure.
Very happy with migration from Freshdesk
What do you like best about the product?
Ease of use, analytics, API documentation.
What do you dislike about the product?
Automation features and triggers could be better.
What problems is the product solving and how is that benefiting you?
The API integration is really the key for us.
Implementing Best In Class Support
What do you like best about the product?
As a Premier Implementation Partner and Certified Zendesk Solutions Architect, I've been a part of more than 200 Zendesk implementations / deployments. I've seen first hand the benefit of using a ticketing system over a shared inbox to help the flow of information, and having all of your communications in one spot definitely can help with agent efficiency. As Zendesk continues to evolve the product with new AI offerings and acquisitions, they continue to strike the balance of ease of use while innovating to meet their customer needs.
What do you dislike about the product?
Customers that attempt to use Zendesk as their primary customer database oftentimes need to take additional measures to keep user data in sync with other systems. For example, one user might have multiple records for various phone numbers and email addresses, and form submisssions that ask for phone numbers don't automatically tie that information back to the end-user profile. Data in the reporting tool is primarily focused on robust ticket information vs extracting data associated with non-ticketed users.
What problems is the product solving and how is that benefiting you?
Zendesk offers a complete end-to-end service solution for Customer Experience. From deflection and self-service, to intelligent triage and routing, Zendesk scales to meet businesses where they are with easy low-code, no-code offerings that allow small businesses to activate quickly, while still providing a strong foundation for enterprise models.
A game changer!
What do you like best about the product?
Ultimate AI is going to allow us to streamline our customer service department, becoming much more effiecnt. Handle times are way down, and customer satisfaction up. It's a win-win. Their support teams are first class, and always offer quick, effective and friendly support.
The onboarding process made for easy implementation and we were able to seemlessly integrate into our current customer support platforms.
10/10, would recommend.
The onboarding process made for easy implementation and we were able to seemlessly integrate into our current customer support platforms.
10/10, would recommend.
What do you dislike about the product?
Some intent templates could be a useful starting point for common questions/problems across multiple companies and services.
What problems is the product solving and how is that benefiting you?
Ultimate is helping us become more effient and deliever faster, better results to our customers.
Awesome and amazing
What do you like best about the product?
What I like best about Zendesk Support Suite is how it brings all customer conversations into one place. It’s easy to use, helps me stay organized, and improves response time.
What do you dislike about the product?
Maybe giving some more details about agent performance
What problems is the product solving and how is that benefiting you?
It helps me keep all customer conversations in one place, so I don’t miss anything. It’s made handling support much smoother and faster for me.
Super helpful, quick, and easy.
What do you like best about the product?
It's a quick and easy way to get my questions answered. LOTS of knowledge available.
What do you dislike about the product?
Not much....I had a great experience and was very happy.
What problems is the product solving and how is that benefiting you?
Helping us as we design our customer self-service area for the first time.
Zendesk Support tool
What do you like best about the product?
Zendesk is a tool that offers multilpe options in a single platform. I am using zendesk for support tickets, for knowledge base articles, for having conversations with the users, i have integrated my website traffic with zendesk which allows me to check which users are currently online on my application and if there is any update i can timely inform them about the downtime. It is easy to use, the implementation is straight forward, it's a great platform for customer support which is used on a daily basis.
What do you dislike about the product?
I think the user interface of zendesk needs to be updated as it seems pretty minimalistic and navigating to some areas some times is a hectic task.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is solving our customer support challenges by offering a centralized platform for managing tickets across various channels, automation tools for streamlining workflows, robust analytics for insights, multi-channel support options, and seamless integrations with other business systems. These benefits translate into improved customer satisfaction, enhanced operational efficiency, and better business outcomes.
An cloud-based customer service platforms sold on a software-as-a-service (SaaS) model
What is our primary use case?
How has it helped my organization?
This solition helps me on improving customer service by addressing issues related to UI complexity, user experience, and feature requests based on feedback gathered from Zendesk tickets.
For example, if customers express difficulty in navigating the platform or request new features, I use this information to make improvements and collaborate with the product team to implement necessary changes.
What is most valuable?
I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions.
What needs improvement?
As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests.
For how long have I used the solution?
I have been using Zendesk for the past 2 years.
What do I think about the stability of the solution?
The platform has been stable and mature, with no reported issues or difficulties in usage from our customer success teams.
What do I think about the scalability of the solution?
My experience with Salesforce Essentials has been positive in terms of scalability and I’ve witnessed organizations scale rapidly.
Which solution did I use previously and why did I switch?
I believe Zendesk and FreshDesk are among the better tools available, especially for medium-sized businesses scaling up. But I haven’t used them personally. I've heard that Zendesk is more popular and commonly used in customer service-related functions.
How was the initial setup?
I'm using the cloud version of Salesforce Essentials, so we haven't customized it using APIs or deployed any specific configurations.
What other advice do I have?
I would rate Zendesk as 8 out of 10 based on my experience. There's room for improvement in terms of usability, navigation, and implementing AI elements like chatbots for quicker access to information. I would recommend Zendesk to others.
showing 811 - 820