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
6,666 reviews
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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.
Tracking changes and modifications
What do you like best about the product?
The ability to track my assets and who I assign them two when setting up a new customer is very nice.
What do you dislike about the product?
Its hard to search for certain words or phrases when looking for an old ticket.
What problems is the product solving and how is that benefiting you?
I am able to see who contiously has the same or similar issues.
Great but expensive product for customer feedback
What do you like best about the product?
Easy to use tools. It was turnkey to train my team and we are already seeing the impact of a centralized system for customer feedback.
What do you dislike about the product?
The program cost per agent is extremely expensive when you're a small non profit.
What problems is the product solving and how is that benefiting you?
We had messages coming into one email address and it was challenging from a work perspective in that we weren't able to have a team responding.
Great ticketing system for technical support
What do you like best about the product?
I like how easy it is to use, how it integrates with our phone provider and our meeting/webinar host. Very easy to create custom macros to help automate frequently-used functions.
What do you dislike about the product?
I would like the ability to associate an email address to more than one contact, as well as using multiple shared phone numbers for contacts.
What problems is the product solving and how is that benefiting you?
Allows us to have all our support tickets available & easy to find, as well as have different people involved when necessary.
Effortless Customer Support
What do you like best about the product?
Easy to use.
Auto reply feature to the customers.
Convenience for both customers and support agents.
Auto reply feature to the customers.
Convenience for both customers and support agents.
What do you dislike about the product?
The cost is a little bit high to use Zendesk.
Complex to set up.
Complex to set up.
What problems is the product solving and how is that benefiting you?
It helps to manage the tickets regarding issues which are reported by the customers and it really helps when there is needed to talk with customers on call.
Its auto-reply feature to the customers and auto-generating ticket feature save a lot of time.
Its auto-reply feature to the customers and auto-generating ticket feature save a lot of time.
Empowering Support Teams
What do you like best about the product?
Live chat feature with clients.
Easy to use.
Auto reply feature of the Zendesk.
Phone call option.
Easy to use.
Auto reply feature of the Zendesk.
Phone call option.
What do you dislike about the product?
Complex to set up for the first time.
Its cost is high.
Its cost is high.
What problems is the product solving and how is that benefiting you?
It helps to chat with customers and streamline the support process for the team.
Auto reply feature is very beneficial and auto generating the ticket for the customer in case of unavailability of the team.
Auto reply feature is very beneficial and auto generating the ticket for the customer in case of unavailability of the team.
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