Zendesk Suite
ZendeskReviews from AWS customer
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I work with Frances Naguit who has implemented our new chatbot
What do you like best about the product?
Very friendly team who is always willing to help. If my team requests a functionality, the Ultimate team will do their best to find a workaround.
What do you dislike about the product?
There are some missing features, but the Ultimate team is quick to find a workaround!
What problems is the product solving and how is that benefiting you?
Ultimate is allowing us to seamlessly connect with our clients in real-time. This has resulted in a better user experience for the clients and our team.
best
What do you like best about the product?
It's a user-friendly tool to connect with cross-functional teams and customers. Good data managers provide accurate details regarding tasks. Easy to connect with customers.
What do you dislike about the product?
Nothing much to dislike in Zendesk. if the app updates with more user friendly options and provides customisation tools more then it helps more to all platform people in industry.
What problems is the product solving and how is that benefiting you?
I am working in a bearing company. some times my customers have some doubt regarding our products or they need some changes in existed standard bearing that time zendesk is a bridge to connect us
Easy to use
What do you like best about the product?
I like the ease of use it had. I like that you are able to see if someone else within your organization is viewing a ticket at the same time as you
What do you dislike about the product?
I didn't like the way you needed to work around to store or publish knowledge base articles.
What problems is the product solving and how is that benefiting you?
We used it as a ticketing system. It's easier than getting random emails and trying to keep your emails organized to resolve client issues.
Adequate support environment
What do you like best about the product?
Good customer-facing branding, and OK user environment
What do you dislike about the product?
Adequate support environment but lacking in simple customisations
What problems is the product solving and how is that benefiting you?
It was allowing us not to work from our email inbox when we were using it
In general, it’s good. I just feel like it could be better.
What do you like best about the product?
I like that you can assign tickets to different people, track each users communications, and use different platforms such as email, text, social media etc. Overall, we use it quite often and I love how it can notify me via email that I have a ticket when I am added as a follower.
What do you dislike about the product?
I find it a bit confusing to track down users sometimes. We have customers who tend to enter their information differently each time they contact us, which creates multiple users. Only frustration really.
What problems is the product solving and how is that benefiting you?
It is solving the cross team communication confusion that could easily happen in my organization. We need the help desk feature use to trioge customer requests out, and ZenDesk helps us do just that.
Good clear tool, really nice to work with! In addition a point of improvement for the organisation
What do you like best about the product?
It is a tool that is developing very quickly. When I started using Ultimate less then a year ago the dashboard was pretty basic. But now with the extension of the resolutions you have much more insight. Realy nice!
What do you dislike about the product?
I am dealing with a bug for a pretty long time now. I can't export conversation logs, but I use this a lot while analysing conversations. It is really hard to let the development team help me with this, I had to build a case and explain why I wanted this to work. And even then the team wouldn't help me. I think is a basic service that every tool should have, a development team helping you with technical issues as soon as possible.
What problems is the product solving and how is that benefiting you?
Helping customers find answer to frequently asked questions they can't find that easily on the website.
Convenient, reliable, and always innovative
What do you like best about the product?
I like using Ultimate because it's convenient, reliable, and always innovative. I've been using this platform for a year now and since the beginning, it has evolved a lot to offer solutions that ease my work as a Virtual Agent builder. I can always count on support if I face any issues or if something is not clear to me.
What do you dislike about the product?
Having said that Ultimate is always evolving, it sometimes takes time to get used to some changes, however, once you get a hang of it, you can see many benefits.
What problems is the product solving and how is that benefiting you?
Ultimate Chatbot is allowing us to solve repetitive customer queries and deflect customer traffic from calls and emails. This automation is helpful as it saves customer support agents' time.
Simple, customizable and fuctional. Awesome
What do you like best about the product?
Makes my CS life so much easier... the SLA sistem is very useful, assignment possibilities. Its very intuitive and easy to learn although I never tried any competitor.
What do you dislike about the product?
Some things namely being so hard to add a signature that is not merely simple text. this should be way easier for companies. otherwise i like it all, nothing to add
What problems is the product solving and how is that benefiting you?
We used little old outlook so the difference is absolutely major. the flows are better, support is awesome, customization is very nice. We are closing tickets way way faster.
Zen Desk
What do you like best about the product?
Zen desk support suite helps us to manage all the SLA/BAU activities
What do you dislike about the product?
Can improve the number of 3rd party intergration
What problems is the product solving and how is that benefiting you?
Helps us in achieving SLA/BAU, help desk support
Transparent, easy to use and their support is always there
What do you like best about the product?
The variety of options when it comes to creating intents is impressive. It's fun to experiment using different features in order to get the best result, which would then be most practical and appealing for our customers. I really enjoy that API integration came along as it enables us to give very particular support. And last but not least, the team and their support are always there to suggest or test and even adjust things like dashboards, which is a great help and makes our lives easier ;)
What do you dislike about the product?
I can't say I see or experience any particular drawbacks about Ultimate itself, but if I have to mention one is that some processes or integrations might take a tiny bit longer, but I suppose the practice (and time makes) it perfect!
What problems is the product solving and how is that benefiting you?
It helps us make customer support more accessible, faster, and more efficient when agent interaction is not necessary and most importantly it also makes our support available for customers 24/7 !
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