Zendesk Suite
ZendeskReviews from AWS customer
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Easy to use and helpful way to organize customer support
What do you like best about the product?
The most helpful thing is the ability to create custome views and track all the data that comes in. The access to reports and tagged info is very valuable for internal reporting.
What do you dislike about the product?
There are occasional outages and limited functions (like the ability to forward emails). It can also be complex to understand and administer.
What problems is the product solving and how is that benefiting you?
It allows us to respond to tickets as a team and share an inbox
Zendesk is the standard for SaaS but is not without faults
What do you like best about the product?
It's fairly straightforward and easy to set up.
Easy to put agents and different team members in separate groups. It's decent for simple reporting. Integrations are somewhat to track multiple support channels in one place. They're helpful but could be more robust.
Easy to put agents and different team members in separate groups. It's decent for simple reporting. Integrations are somewhat to track multiple support channels in one place. They're helpful but could be more robust.
What do you dislike about the product?
For a company that's focused on support, their own customer support is terrible. It takes days to get a canned answer where it's clear that the agent didn't actually read your question or take the time to understand what your problem is. They always just send back an article which, 9 times out of 10, you've already found for yourself and is unhelpful. If anything goes wrong or you have any specific questions, it takes weeks to get an answer/resolution.
What problems is the product solving and how is that benefiting you?
This has made internal ticketing much easier.
Allows us to streamline tickets across different channels, allowing us to quantify and ensure all are taken care of.
Allows us to streamline tickets across different channels, allowing us to quantify and ensure all are taken care of.
Customer Experience at Next level
What do you like best about the product?
It helps in improving the efficiency and provides a unified work space increasing the customer satisfaction.Indirectly influences the business with streamlined operations
What do you dislike about the product?
I feel it has all new features including artificial intelligence which further increases both the customer and employee experience takes it a notch level further up
What problems is the product solving and how is that benefiting you?
It helped in controlling the incident volumes At the same time we were able to understand the problem statement which caused this abd we worked out solutions to resolve the issues.Resolution on customer cimolaints
A detractor in the making
What do you like best about the product?
Same old, known and loved UX. Thanks Tom
What do you dislike about the product?
Ux is stuck in 2015 best practice, a company that makes the few latest changes added clicks instead of removing them. The transition from agent view to admin is stuck and requires jumping from one place to the other. Business controls and tools not improved. And most of all? Thekr support took huge loss with the move to chat only, weird flow.
More? Pricing stopped making sense, light agents removed from enterprise plan is a big hit, and more
More? Pricing stopped making sense, light agents removed from enterprise plan is a big hit, and more
What problems is the product solving and how is that benefiting you?
One place for all customers to reach out to us
Customer service made easy
What do you like best about the product?
The ease of setting up the system, as well as adding enhancements and updates for our teams has been key to improving our customer service experience.
What do you dislike about the product?
The confusion around traditional chat vs messaging.
What problems is the product solving and how is that benefiting you?
Emails, chats, social media interactions.
My experience with Zendesk is it’s great, but actual support for their product needs work.
What do you like best about the product?
It's many integrations and ease of use. They have a huge community and a comprehensive knowledge base.
What do you dislike about the product?
I dislike how bad the support is for their own product. Every time I reach out to their support team it takes a year and a half to get an issue taken care of.
What problems is the product solving and how is that benefiting you?
Zendesk helps with with several things. I like their suite of products, so I don't have to switch between apps. I can create a contact in support and it'll show up in sell.
Zendesk allows clients to utilize AWS in all aspects of business.
What do you like best about the product?
Zendesk Support Suite is easy to deploy.
What do you dislike about the product?
Zendesk pricing not very transparent. Existing customer pricing varies from new customers.
What problems is the product solving and how is that benefiting you?
The support suite allows for conversations on all channels.
Zendesk support tools are great, the reports are not
What do you like best about the product?
I really love that we can interact with our customers via email, live chat, and phone all in one platform.
What do you dislike about the product?
The reports are not intuitive and the supports and resources provided are not as helpful as they could be. Our interaction data should be readily available without requiring a degree in data analysis.
What problems is the product solving and how is that benefiting you?
We have records of every interaction performed through the platform readily available. With this we can analyze the level of support our customers need and that our agents are providing. With this we have been able to create and update many of our support materials and have reported tons of valuable feedback.
Exactly what it seems
What do you like best about the product?
Zendesk Support is built with a specific intention and it does it well. I'm impressed with how it keeps up with industry best practices.
What do you dislike about the product?
I wish more reporting metrics were available to call from the APIs.
What problems is the product solving and how is that benefiting you?
It efficiently routes a customer ticket to an agent. The amount of clicks needed for an agent to work a ticket is minimal
Love the opts and customizations available
What do you like best about the product?
Zendesk allowed us to create an omnichannel environment for our customer service team, where on-house and 3rd party agents can work together to improve the customer experience.
What do you dislike about the product?
I do wish the reporting options are improved shortly. I need to be able to pull more data on agents' status and time utilization.
I am also looking forward to the customizable agent view, which is part of the flexibility that I've hoping for with Zendesk.
I am also looking forward to the customizable agent view, which is part of the flexibility that I've hoping for with Zendesk.
What problems is the product solving and how is that benefiting you?
It allows us to build a better customer profile based on their type of inquiries, and we are able to have all their interactions handy to optimize the resolution time.
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