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Amazing experience with zendesk support
What do you like best about the product?
It seamlessly integrates multiple communication channels like email, social media, phone calls, and live chats into one platform, enhancing customer service efficiency and engagement
What do you dislike about the product?
I don’t see any dislike for support suite
What problems is the product solving and how is that benefiting you?
Centralizes customer interactions from multiple channels (email, chat, voice, social media) into a single interface, ensuring no communication is missed
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Informative for our customers
What do you like best about the product?
Ticketing system options available for our team
What do you dislike about the product?
How it will work in the HR realm without taking the HUMAN out of Human Resources
What problems is the product solving and how is that benefiting you?
Customer service
Marketing
IT support
Marketing
IT support
A Great Flexible Product!
What do you like best about the product?
It's incredibly intuitive and there's lots of flexibility in different implementations for our Operations teams.
What do you dislike about the product?
Nothing I can think of! The account management team is responsive!
What problems is the product solving and how is that benefiting you?
We have day to day operational items that need attention from our clients, and lots of queries. We use the system for both and it keeps things streamlined and organized.
We are happy with Zendesk Customer Support
What do you like best about the product?
We are happy with Zendesk Customer Support.
What do you dislike about the product?
The handling of German Umlaut letters could be better.
What problems is the product solving and how is that benefiting you?
Our customers contact us via Zendesk Support and we chat with them.
The Ticket Management is helpful.
The Ticket Management is helpful.
The most reliable platform on the market !
What do you like best about the product?
I use Zendesk to help clients through email. It is easy to manage customer inquiries in one place and very user-friendly. I can organize my tasks, making support more efficient and seamless for my clients. Very easy to assign tasks to the employees by creating channels.Using it on a daily basis really makes my life in the office sooo enjoyable !
What do you dislike about the product?
No complaints. I don´t dislike anything.
What problems is the product solving and how is that benefiting you?
Replying and solving customers' problems
Mediocre platform with abysmal support
What do you like best about the product?
It's relatively easy to use and the ticketing functionality works well most of the time.
What do you dislike about the product?
Where to begin?
- Their support is some of the worst I've ever experienced and gets worse every time.
- Their admin system is buggy
- You have to learn a new programming language to set up a support page using their Knowledge Base product
- The Knowledge Base product is difficult to use and buggy. It routinely deletes images from and messes up formatting in active articles.
- The Analytics function is difficult to use and requires a deep understanding of Zendesk architecture to use successfully.
- Almost all valuable new features are released to enterprise customers only.
- New feature development is heavily focused on call center features that they use to tank the quality of their support and therefore tank yours as well.
- Their support is some of the worst I've ever experienced and gets worse every time.
- Their admin system is buggy
- You have to learn a new programming language to set up a support page using their Knowledge Base product
- The Knowledge Base product is difficult to use and buggy. It routinely deletes images from and messes up formatting in active articles.
- The Analytics function is difficult to use and requires a deep understanding of Zendesk architecture to use successfully.
- Almost all valuable new features are released to enterprise customers only.
- New feature development is heavily focused on call center features that they use to tank the quality of their support and therefore tank yours as well.
What problems is the product solving and how is that benefiting you?
At this point in our 10 year history with Zendesk, they are mostly causing problems for us.
Omnichannel is life
What do you like best about the product?
Using just one platform to manage all CX services and having it be fully customizable and personalizable with the possibility of integrating apps is very useful and versatile.
What do you dislike about the product?
The part about reports, satisfaction does not support NPS and is subject to having a lot of duplication of end users.
What problems is the product solving and how is that benefiting you?
He brings together all communication channels in an easy and standardized interface, facilitating service.
Zendesk On Work Experience
What do you like best about the product?
Is easy to use and a very useful tool.
Easy way to implement in our customer service support.
There are many features that make Zendesk a great tool, one of them is the macros that are easy to use.
Easy way to implement in our customer service support.
There are many features that make Zendesk a great tool, one of them is the macros that are easy to use.
What do you dislike about the product?
Sometimes, there a few issues regarding the internal notes
What problems is the product solving and how is that benefiting you?
It helps us maintain contact with the client so that we can assist them in an optimal way.
Neither legacy software, nor progressive workflow automation. Stuck in the middle.
What do you like best about the product?
In the beginning, it felt easy to use and the triaging and categorisation system was helpful.
What do you dislike about the product?
Zendesk is clearly at a point in its journey where its aiming for maximum money extraction, minimum delivery. We had some issues and their service has been unresponsive, uncollaborative and rude. Its telling when any subscription makes it impossible to get help or cancel.
The product is also ageing and not fit for B2B use. Originally designed around B2C, a lot of our workflows are clunky and constrained by their system architecture, so it all feels quite manual.
I'd stay away and use Pylon or similar if you're building B2B support teams.
The product is also ageing and not fit for B2B use. Originally designed around B2C, a lot of our workflows are clunky and constrained by their system architecture, so it all feels quite manual.
I'd stay away and use Pylon or similar if you're building B2B support teams.
What problems is the product solving and how is that benefiting you?
Centralising all of our customer communications and automating the tracking and analytics on our service levels.
Our sales and customer relationships have been strengthened by Zendesk
What do you like best about the product?
The user experience is really simple; it consolidates all communications with customers in one place, whether through email, live chat or phone conversations. The ability to automate workflow tasks such as ticket assignment, response sending and interaction tracking is quite remarkable. As a result, we have been able to devote more time and energy to the conclusion of agreements. We can bring all customer interactions together in one place, they are saved and structured, so no one on the team has to go through multiple systems to find a customer’s history, whether it be via email, chat or a web form.
What do you dislike about the product?
It took a long time to set things up from the beginning, but the system is powerful and needs some changes before it can be turned on and used to its full potential. It took more time than anticipated to tailor the workflows and reporting matching our company model.
What problems is the product solving and how is that benefiting you?
The way we handle sales and customers has improved a lot. Zendesk allowed us to create a Kanban board, which we used to delegate work, set due dates and monitor development. There was a huge change when all the information could be seen in one place. When a customer contacts us, we immediately create a ticket and record the entire chat so that anyone on our team can access it. We can quickly and easily assess the full case history to ensure that new responses are accurate and consistent with previous exchanges. We were also able to make real-time adjustments to our plan thanks to the custom reports I built to track sales team performance.
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