Effortless Navigation and Seamless Profile Integration
What do you like best about the product?
The interface is easy to navigate, and profiles are conveniently connected to the main tools.
What do you dislike about the product?
Sometimes, loading a ticket takes longer than expected.
What problems is the product solving and how is that benefiting you?
Emails and tickets that are sent are organized based on the time they are received.
All-in-One Customer Engagement Platform That Empowers Support Teams
What do you like best about the product?
Zendesk can help a person to get up close with customers in a single platform like social media and live chats. Agents can easily create, assign and get solutions on support tickets through their core ticketing system. The only concern about Zendesk is that it becomes expensive quickly and pricing becomes inflexible.
What do you dislike about the product?
Zendesk can be slow or frustrating in terms of its customer support experience, especially on non premium plans, which can delay responses or becomes very difficult to reach out to frequent agent users in the platform.
What problems is the product solving and how is that benefiting you?
It helps us to connect with many popular tools like saleforce and shopify, of which is helping out support team to work within their existing ecosystem without coming up with new workflows in the company.
Effortless Ticket Management and Seamless Team Communication
What do you like best about the product?
We use Zendesk to manage customer escalations by tracking them through tickets. It also facilitates communication between T1 and T2 teams as they handle different cases. I appreciate the ability to create automations and triggers, and I find the macros particularly easy to use.
What do you dislike about the product?
There was a recent update that I didn't particularly enjoy. It seems to have made things within a ticket feel more cluttered, although the features remain useful.
What problems is the product solving and how is that benefiting you?
Zendesk has been instrumental in helping us make sure that customers receive prompt responses after their issues are escalated to the right team. Although we no longer use the voice feature in Zendesk, when we did, it worked well, though it lacked a few features we required. Despite this, we continue to rely on Zendesk as our main ticketing system, and it integrates seamlessly with Aircall.
Amazing Platform with Seamless Telephony and Admin Features
What do you like best about the product?
Zendesk allows you to have amazing platform to be able to perform all your duties and access to telephony system and admin functionality
What do you dislike about the product?
The drop calls issues of not being able to open two Zendesk windows is not good
What problems is the product solving and how is that benefiting you?
It's brings all calls and tickets reporting into one and with Zendesk you do not need multiple systems to perform these tasks
Client Support Platform That Streamlines Communication
What do you like best about the product?
Zendesk brings together email, chat, social media, and phone into one platform, so agents can manage all interactions in a single view. 0This reduces platform switching and improves response times.
What do you dislike about the product?
Although Zendesk integrates with many apps, some integrations can be tricky or require third-party connectors. API limits can also be cumbersome for large-scale automation.
What problems is the product solving and how is that benefiting you?
Clean interface and intuitive design make onboarding easier for support teams, and our Mobile app support ensured that agents could easily respond on the go.
Excellent Platform for Tracking and Resolving Customer Complaints
What do you like best about the product?
A great way to track and resolve customer complaints.
What do you dislike about the product?
We have been happy with the platform for many years.
What problems is the product solving and how is that benefiting you?
To be able to track and resolve customer complaints in a seamless manner.
The Gold Standard for Scaling Multi-Channel Support
What do you like best about the product?
Zendesk is perhaps best known for its ability to pull all customer communications: email, chat, social media, voice, and web forms.
What do you dislike about the product?
I can't think of any drawbacks. Zendesk has been very impactful for me.
What problems is the product solving and how is that benefiting you?
Faster Resolutions
User-Friendly Ticketing with Room for More Product Categories
What do you like best about the product?
ticketing tool, we use it for raising a ticket, it is functional and user-friendly. Any queries logged using Zendesk, we see all the history in a single ticket, but the ticket can be merged into one master ticket, so amazing tool
What do you dislike about the product?
can add more product categories or software categories so that it will help the co., when they purchase the zendesk for their use
What problems is the product solving and how is that benefiting you?
if the tool is down its easy to send a email to zendesk support team and we get instance help from the zendesk support side
Integrated support workflows have reduced ticket resolution time and increased agent productivity
What is our primary use case?
My primary use case for Zendesk is for customer and product support. Users enter in a ticket, which then comes into the internal side for review and work, or escalation to full completion.
A typical scenario is a customer calls in or submits a ticket online. The ticket then comes into the product or customer support queue. From the queue, the agent or representative pulls the ticket and starts working on it depending on what the issue is. The ticket serves as the primary source of reference for all customer and issue-related information, as the customer's information, product information, and reference tools are all connected through the Zendesk ticket.
The ticket gets worked, then gets closed out, and an email is sent to the customer or to the area that opened the ticket to inform them of the resolution and the next steps needed to achieve full resolution.
What is most valuable?
I love how Zendesk is able to integrate with multiple platforms, and I think that is the best thing about it because we are not limited to just Zendesk's standalone functionality. Zendesk has the ability to integrate with a plethora of platforms, which allows for the capabilities of Zendesk to go beyond the general open a ticket and close a ticket functionality. It is able to bring in the integrations of our company and other platforms that we use into Zendesk and provide a one-stop-shop resource for us as a whole.
Zendesk has helped us to increase productivity and has reduced the time between when a ticket is opened and when it is completed. The turnaround time of ticket resolution has decreased, which has also helped productivity to increase. It has also helped our first call or first ticket resolution numbers to increase because due to Zendesk's integration abilities, the information is right there at the agent's fingertips. They are able to be more informed and able to educate the customer more effectively so that the customer and agent are able to work hand-in-hand to over-educate the customer so they are not having to come back with repeated exchanges where a ticket stays open longer. We are achieving more first call resolution or first ticket resolution, and the agent's increased productivity allows them to spend more time on the more severe tickets that may truly require more attention and time. With Zendesk's integration capabilities, the low-hanging fruit tickets are able to be answered via the resource tools as agents are able to click that dropdown, plug in the information, and send the reply. This has definitely enhanced productivity time, decreased the ticket open time, helped us achieve a faster response time for ticket completion, and increased our customer and consumer-based satisfaction scores.
Definitely time has been saved. Before Zendesk, the lifespan of a ticket would be approximately five business days. After Zendesk, the lifespan of a ticket from open to resolution is now about 27 hours, and for a complex ticket that does not have to be escalated. This is a huge improvement and is due to Zendesk being a one-stop shop and allowing for all the integrated tool options to be that one-stop resource that allows the representative to be informed and to further over-educate the customer. Productivity for the agent has gone from about 30% to about 82% on average for an everyday basis because they are more productive with their work as they are in the ticket doing the actual work itself.
What needs improvement?
As of right now, I have nothing that comes to mind as an improvement needed or a feature that could work differently or be enhanced. I think across the board, Zendesk is amazing, and because they are always working on a new upgrade or a new integration, they are very forward-thinking from an engineering perspective. There is always a new rollout taking place, so nothing gets old and it is always the latest and greatest from a product standpoint.
For how long have I used the solution?
I have been using Zendesk for 12 years.
What do I think about the stability of the solution?
Zendesk is very stable outside of the normal outage that may happen here and there with any cloud-based software, but it happens very infrequently. When it does happen, they are on top of it. They are always informing us with a status update and an ETA, and the turnaround time is usually within the same day with no extended downtime that would cause a detriment to our company. It is a very stable product.
What do I think about the scalability of the solution?
Zendesk is absolutely scalable. Every time we grow, every time we pivot, Zendesk is able to be a part of that growth. We have not hit a peak or a turn yet that Zendesk has not been able to go with us or been able to grow with us in the process, change or pivot that the company is making. It is absolutely phenomenal when it comes to being able to keep up with the growth of our company and the needs of our company and the needs of our consumer base.
How are customer service and support?
Customer support with Zendesk has always been top-tier. The few times we have had to reach out, the customer service agent has always been very professional, very informative, and has always helped to do what they said they would do. If there was a callback, the callback did take place. If it was a follow-up email, it took place. Whatever it was, they were always on top of it. We have never had a bad experience with having to reach out to Zendesk, whether it be from the account representative side, the customer support side, or the billing side. There are no issues at all.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
We used Talkdesk, and Talkdesk was very generic, simple, basic, and straightforward. It was a little too simple and basic for what we needed as we were growing and for what we desired as far as integration and the ability to customize. This is what caused the switch to Zendesk.
Which other solutions did I evaluate?
There were quite a few other options evaluated at the time. I do not recall all of them, but again, we left from Talkdesk and went to Zendesk. There were about two or three other cloud-based softwares that were also looked at prior to making the final determination, but I do not recall exactly which ones.
What other advice do I have?
My advice to others using Zendesk is to know what you need. Do not downplay the needs of the company or the needs of the customer. Definitely know what you need. You get the best use out of Zendesk when you understand the needs of your company and the needs of your customer, as Zendesk will be all that you need it to be, which requires you to know what you need it to be. I would rate my overall experience with Zendesk a 10 out of 10.
ZONE IN WITH ZENDESK
What do you like best about the product?
This is the best customer support system I have used so far.
What do you dislike about the product?
So far, I haven't encountered any problems with Zendesk.
What problems is the product solving and how is that benefiting you?
Having all customer interactions consolidated into a single dashboard makes managing communication much more efficient.
