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Great Experience!
What do you like best about the product?
I had a great conversation with Travis from Zendesk. They gave a response time of 1-2 business days on a busy friday and I got response in less than an hour. Travis asked lots of questions to fully understand the issues I was facing and invited me on a call to walk me through the steps of changing features for our company. I very much appreciated the assistance as well as the enormous amount of support material on the Zendesk platform.
What do you dislike about the product?
Zendesk can be pretty intimidating due to the amount of customization. There will be a slight learning curve, but it has many benefits.
What problems is the product solving and how is that benefiting you?
We had an issue routing callers from a specific number to a particular subset of agents. This will significantly help us now that it is resolved.
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Zendesk is user friendly and we can find the data in multiple ways.
What do you like best about the product?
Getting accurate data for all the tickets raised by customers and helping us to do route cause analysis for the same so that we can assist the customer accordingly. Zendesk is the perfect software for companies who directly deal with customer. The reminder feature is also good as it reminds us of our time to connect with the customers
What do you dislike about the product?
Customer-oriented company must use zendesk and I like the software, Although there are dislikes, the view can be made more user-friendly. Also in the customer feedback feature more option can be given as per department rating so that the customer can give accurate ratings for all the departments
What problems is the product solving and how is that benefiting you?
As said earlier, zendesk can be used to get the ticket generated for all the customers by just sending the email and the customer also get a chance to send the feedback about the resolution given.
Prompt and helpful support
What do you like best about the product?
Easy to access support information, but when I couldn't find the solution I was looking for, they were happy to p;oint me in the right direction.
What do you dislike about the product?
It turned out that both solutions offered by tech support *were* on the Zendsek support site, but during my initial search, I only ran across one of them.
What problems is the product solving and how is that benefiting you?
They've helped me immensely with triggering and tagging issues.
Still exploring
What do you like best about the product?
Everything is gathered in the same interface, its easy to understand once you've gotten into it.
What do you dislike about the product?
The learning curve, it takes a while to get into it
What problems is the product solving and how is that benefiting you?
We can gather all types of customer interactions in the same interface despite which department we are in.
Prompt, Detailed Responses that resolve the query.
What do you like best about the product?
The solution provided was detailed, simple and relatively fast to receive. The language used was easy to understand and follow through to the extent that was needed for this assignment.
What do you dislike about the product?
I would have preferred to speak with someone on live chat faster than it happened. I was stuck talking to the bot for some time before i could leave a message and resolve this to the extent i would like.
What problems is the product solving and how is that benefiting you?
Queries to do with my Zendesk experience, in this instance I needed to pull some data for a colleague, i was struggling to pull all the data i needed but the support resolved this
Good Support Ticket Management Tool
What do you like best about the product?
Ease of use for navigating Tickets and managing the Tickets. Good Automation and Trigger tools are available that allow less agent interaction and manual management of the Tickets and States.
What do you dislike about the product?
Sometimes the Spam Filters can not work well, and a lot of Spam Tickets can get past the filters an get Tickets Created in the System. This then requires manual deletion of the tickets and manually creating Triggers and Automations to manage and remove the Spam.
What problems is the product solving and how is that benefiting you?
Being able to Manage and Keep Track of Customer issues with our Product without letting any requests or emails through the cracks. It helps keep our responses to the Customers quick.
Easy setup and great support tool
What do you like best about the product?
Zendesk is a great tool to have on the website to provide excellent customer service. It was easy to deploy onto our website and activate the necessary channels. I was surprised at how easy it was to personalize the settings and how responsive they were.
What do you dislike about the product?
I would like to see a more user-friendly way to access the agent workspace as well as the admin sites. I think if the two were merged or the interface was made in a way that allowed the agent/admin to switch easily between them.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite it helping to support customers with the technical challenges on the website and offers assistance with purchasing or sales inquiries. It helps to keep communication clear and organized.
Very quick response time!
What do you like best about the product?
The fact that the team member (Gabbie) was able to figure out a solution to my issue in a matter of minutes is enough for me to recommend Zendesk Support Suite to just about anyone.
What do you dislike about the product?
The biggest downside to Zendesk as a whole, is the learning curve. It definitely takes a good amount of time for new users to get comfortable using the platform.
What problems is the product solving and how is that benefiting you?
While my company does in fact have it's own internal support team. Zendesk's Support Suite gives me direct access to a team that are experts on nothing but Zendesk!
Covers everything we needed for omnichannel and global support
What do you like best about the product?
The setup and integration into our systems was straightforward and not as cumbersome as other CX platforms. We were able to get a handle on completing the setup for multiple brands and languages in no time.
What do you dislike about the product?
Very few - We work with multiple brands so duplicating support articles would have saved a lot of time, but other than that, it's been a positive experience for our agents and customers so far.
What problems is the product solving and how is that benefiting you?
Easily handling a team of agents(and customers) located across the globe.
Fast & Quick Communication!!!
What do you like best about the product?
I like that even though I was chatting with a bot, someone contacted me via email within an hour.
What do you dislike about the product?
I enjoyed the service, no dislikes. The service was quick, and the communication was excellent!
What problems is the product solving and how is that benefiting you?
IT technicans can communicate and track ticket progress from one screen.
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