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Easy Chatting
What do you like best about the product?
Its a script that you can add to the top of your file that you want the chat to work in. The snippet is short and works pretty well.
What do you dislike about the product?
Customizing the colours and the icons are a little difficult given the choices. This would require digging into the code and doing it from there.
What problems is the product solving and how is that benefiting you?
We can engage users who are on our website live right at that moment. The benefit is that there would be more conversions.
Recommendations to others considering the product:
Its a good product for what it does. Just be aware of the lack of customization but if you are using it for the basic features it gives, it does its job well enough.
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Honest Zendesk Review
What do you like best about the product?
I don't really like much about Zendesk except a few i.e It supports a lot of integrations which is why it is the number one choice for anyone looking for a customer service software, It is fairly priced hence the aspect of cost when you are comparing it with other alternatives is not of much imapct and lastly it supports almost all social media channels for you to use as a source for your tickets. However with all this great integrations and chanels available for you to integrate and use on Zendesk, i still do not consider it as the best.
What do you dislike about the product?
I dislike the look of it, Zendesk colors are dull and not cute. The green-ish color is not beautiful and the fact that there is no other color makes it look really dull and boring. Second setting it up - It feels like the settings are all over the place and not easy to get to them. They are poorly categorized one has to search for everything and if you don't know what you are looking for you may not even know if that feature is available or not.
For the features available, some of them don't clearly tell you what they work so for someone with no idea of what some of the features do, won't be able to set it up correctly.
The customer service of Zendesk is really bad, either they are lazy or don't know much about Zendesk itself and the technical part of it.
For the features available, some of them don't clearly tell you what they work so for someone with no idea of what some of the features do, won't be able to set it up correctly.
The customer service of Zendesk is really bad, either they are lazy or don't know much about Zendesk itself and the technical part of it.
What problems is the product solving and how is that benefiting you?
We wanted to use Zendesk to solve customer service problems, we wanted to make sure that customer service is happening at one place. Be a query on email, Facebook comment, a tweet etc... we get all those at one place and a customer service rep will resolve the issues from this one place, in this case, Zendesk.
Recommendations to others considering the product:
It is a powerful software, won't crush on you or anything like that but is extremely COMPLICATED. You need to have a know how of this kind of software to be able to set it up correctly.
Ticket Management Made Easy
What do you like best about the product?
As someone who never used a ticket management or knowledge base system before, I absolutely love using Zendesk. I love the ease of using the platform and the integrations. Their knowledge base system allows you to save past versions of articles for reference as well as create drafts. Perfect for any company / product with consistent growth or development.
What do you dislike about the product?
If I had to choose one thing, it would be the Zopim integration. I absolutely love this integration but it feels a bit new and there are some kinks to work out. I can't seen to stay logged in to Zopim within the Zendesk app. Sometimes the Zendesk Knowledge Base is so robust it can be hard to search to the relevant articles.
What problems is the product solving and how is that benefiting you?
The use of the Zendesk widget combined with the knowledge base & their new web widget customization for knowledge base articles really allows our customers to get the help they need quickly. The Zopim integration has been critical for us to help user in real time!
Recommendations to others considering the product:
Perfect for companies of all sizes. Allows you to scale as your grow!
Zendesk Review
What do you like best about the product?
The metrics Zendesk provides is amazing to be able to manage our customers, team and time.
What do you dislike about the product?
I dislike the phone integration. It is not always reliable which can cause frustration for both customers and agents.
What problems is the product solving and how is that benefiting you?
We have been able to organize customer feedback and pass it along to the appropriate teams which was something that we were never able to do before. So information sharing is much easier and faster!
Recommendations to others considering the product:
Zendesk will definitely be a great help to any company looking for CRM system. As you start to take advantage of all the features you will also learn a lot about your customers!
Zendesk daily user
What do you like best about the product?
Keeps total history of all tickets/correspondence with customer. Easy to add new users/customers, easy to classify ticket and tag/category type.
What do you dislike about the product?
Reporting is so difficult. Hard to figure out how support teams are doing and how much volume/time/waste is happening is completely manual.
What problems is the product solving and how is that benefiting you?
Incoming customer support help. Benefits realized are being able to have different teams manage inbound support issues and be able to transfer to different teams without people reaching duplicately.
Recommendations to others considering the product:
Figure out beforehand how you measure success with the product and implement tracking/measuring success early before it's hard to build the reports. Also assign different user groups to different levels of access.
Zendesk gives us the ability to provide professionally scripted email support to a global audience.
What do you like best about the product?
Zendesk was simple to set up and what we did first was create a series of macros to respond to questions and issues we know our news media audience are most likely to have. This was especially valuable as a time saver -- and for the segment of our international staff for whom English is a second language. The macros could be organized for easy retrieval -- and modified as needed to make a response more appropriate to a particular inquiry or customer.
What do you dislike about the product?
Zendesk does not store a lot of customer information and it's not the easiest thing to tease data out of it -- plus it places a limit on how far back reports can be pulled. However, it's a low-cost solution in our view and we feel we get good value for the investment we've made.
What problems is the product solving and how is that benefiting you?
Our biggest problem was time/distance combined with not having a single channel for customer email requests, complaints and comments. Before Zendesk emails were received at random by virtually everyone on our staff and answered in an ad hoc fashion at best.
Zendesk gives us the ability to autoforward emails sent to three different customer service emails (one for USA, one for Europe and one for Pacific customers) into one repository -- and the ability for anyone to respond. Now that we have a single channel, we have greatly improved the speed and professionalism with which we respond to customers.
Zendesk gives us the ability to autoforward emails sent to three different customer service emails (one for USA, one for Europe and one for Pacific customers) into one repository -- and the ability for anyone to respond. Now that we have a single channel, we have greatly improved the speed and professionalism with which we respond to customers.
Recommendations to others considering the product:
Zendesk was a good value -- and we only used the email support because supporting phone and chat was not practical given the geography and language considerations. For us it represented a very important first step in getting our arms around our customers' needs and become a reliable resource for them.
Great way to keep in touch with Clients
What do you like best about the product?
I love the efficient way everything is organized with the clients history of contact and the ability to have internal messages as well.
What do you dislike about the product?
I don't like that sometimes the macros and apps can become convoluted if there is a lot to sort through.
What problems is the product solving and how is that benefiting you?
This software solves a huge issue with contact with clients being kept organized and easily accessible by customers as well as staff.
User friendly interface
What do you like best about the product?
I like that this software has a user friendly interface. It is simple and easy to use and allows me to help multiple clients at a time.
What do you dislike about the product?
Nothing--- Well it could use more of a modern look with various color schemes
What problems is the product solving and how is that benefiting you?
Answering tech support chat tickets for a well known game.
Benefits: It simplifies the chat ticket process.
Benefits: It simplifies the chat ticket process.
Recommendations to others considering the product:
The price is affordable and about the average for products of this magnitude.
Supports markdown, which is awesome.
What do you like best about the product?
I like how Zendesk makes it easy to keep track of conversations with customers. I really like that it supports Markdown,
What do you dislike about the product?
It may just be how my team has set it up, but, despite how good it is at managing conversations, managing new messages from customers who have ongoing, active conversations already in our system is not as intuitive or easy to track.
What problems is the product solving and how is that benefiting you?
We have one customer support team that tracks several different product offerings for our business, and ZD helps us keep track of all of them seamlessly.
User-friendly and very open for customization of workflows.
What do you like best about the product?
There are a lot of built-in features for customizing your set up. You can set triggers, create macros, and organize everyone who interacts with the software by their role.
The software is easily adaptable to your workflow. You can decide how you would like your 'agents' structured- into tiers and groups- and what type of interaction each of these categories is allowed.
There are also many integrations available. For instance, we currently have Zendesk notify our team of any updates or incoming tickets in a Hipchat room. This way, they do not have to continually refresh the page to see if any tickets have come in.
The software is easily adaptable to your workflow. You can decide how you would like your 'agents' structured- into tiers and groups- and what type of interaction each of these categories is allowed.
There are also many integrations available. For instance, we currently have Zendesk notify our team of any updates or incoming tickets in a Hipchat room. This way, they do not have to continually refresh the page to see if any tickets have come in.
What do you dislike about the product?
The verbage (what is a 'new' versus 'open' versus 'pending' ticket, etc.) take a little time to get used to and the admin console lay-out is not intuitive.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to automate a lot of previous menial tasks using triggers. It is not necessary for someone to sort through hundreds of emails and forward them to who needs to see them, we can do that by recognizing key words and setting triggers to sort them for us.
In general, it's much more streamlined than providing help via email.
In general, it's much more streamlined than providing help via email.
Recommendations to others considering the product:
Know your workflow and then adapt it to Zendesk. If you are using ITIL or a more open, agile method, you can still do so, but you should have that set in stone before adapting it to Zendesk.
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