Zendesk Suite
ZendeskExternal reviews
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Graet Omnichannel experience
What do you like best about the product?
I like the possibility to manage many channels from one unique platform.
What do you dislike about the product?
Sometimes reporting can be a bit complex
What problems is the product solving and how is that benefiting you?
- Ease the collaboration between departments
- Great knowledge base accessible from all the company
- Quick response to customers
- Great knowledge base accessible from all the company
- Quick response to customers
excellent support
What do you like best about the product?
extensive list of support and FAQ available online
What do you dislike about the product?
user interface and reporting is not specific
What problems is the product solving and how is that benefiting you?
reporting cannot be specific date
Intuitive UI and fast, responsive customer support.
What do you like best about the product?
The interface for front line support agents is very intuitive and easy to learn.
What do you dislike about the product?
The lack of functionality to forward support requests out of the zendesk system.
What problems is the product solving and how is that benefiting you?
We can provide a fast, informative response to our customers. This in turn provides our customers with an excellent customer experience.
Great interaction
What do you like best about the product?
The support agent was able to provide me with a quick solution and with the correct guides to get a solution to my solution.
What do you dislike about the product?
The only thing I would say would be to quicken the agent joining the live chat, other than that it was great.
What problems is the product solving and how is that benefiting you?
One of our agents was unable to access their account, the agent was able to provide a solution to this.
Recommendations to others considering the product:
It is a great product
Great for giving support, not always the easiest to get support
What do you like best about the product?
Ability to easily access customer information across systems when a customer reaches out. Great tracking for finding trends in customer responses. Phone calls, emails and chats all in one place.
What do you dislike about the product?
When trying to get support on an issue (which rarely happens) I got stuck in a loop trying to get in touch with a real person. The bot kept asking for my email and then saying my email was invalid. It was very frustrating but I was eventually connected with a person who solved the issue.
What problems is the product solving and how is that benefiting you?
Customer contacts from our website regarding orders and questions about products. We use this as a way to intake information and have found it keeps things organized and easy to track.
Organizing a team and data to support goals - made easier
What do you like best about the product?
I like how easy it is to get started with Zendesk and how we are able to customize our customer and internal user experiences. We use informative fields to show us data we need for reporting, macros to help us respond consistently and timely, and groups to organize our workloads. The support options are helpful and you can tell they are continuing to grow and find innovative ways to be productive.
What do you dislike about the product?
I do not like the support update to messenger, I feel it is clunky and takes longer to receive help.
What problems is the product solving and how is that benefiting you?
Before Zendesk we did not have a good idea of what our support team worked on each day, now we can track our cycles of customer interactions, find outlining issues, and provide reporting to our C suite on the customer experience.
Two years later still happy with Zendesk
What do you like best about the product?
Zendesk has a relatively easy interface for agent workspace and Guides. I work with students who create support articles. It has been very easy to train them to use the tool - all it takes is a quick orientation.
What do you dislike about the product?
There are too many options for different account tiers. While it is easy enough to upgrade/downgrade, figuring out what is included with every tier is a chore.
What problems is the product solving and how is that benefiting you?
Initially, I meant to use the Guides to index various knowledge articles. Unlike a blog, Guides provides a nice hierarchical structure. At this point, I am mostly using the chat widget for a nicer Contact Us option.
Comfort for those, who is ready to accept changes
What do you like best about the product?
Flexible ticket structure, easy access and creation of internal knowledge base. Triggers and automations are clear and user-friendly. Connect different channels in one place is pretty simple.
What do you dislike about the product?
Variety of actions/settings is impressive, so you have to clarify the target first. Too easy to be lost in options and overwhelm the procedure or project you are trying to build.
What problems is the product solving and how is that benefiting you?
Main benefit is the connection of all necessary channels in one place - easier to track team progress and overview daily routine and traffic reports. User-friendly ticket profile is helpfull and prevents any delays with answers.
Recommendations to others considering the product:
Come with a ready business plan, think out of the box to pick up the right service.
Zendesk covers pretty much everything
What do you like best about the product?
Zendesk is the most comprehensive customer support platform. We've been using it to handle email, phone as well as social media requests for years and it still continues to deliver.
What do you dislike about the product?
Due to the many many features and options available, things can get really complex, so it's definitely not for the casual or inexperienced user, especially when setting up everything.
What problems is the product solving and how is that benefiting you?
We're handling everything support-related through Zendesk. The automations and triggers help speed things up and automate procedures. Reports also give great insights into how our customers and us are using the platform and how to improve upon it.
Zendesk is the best ally for support teams
What do you like best about the product?
I like Zendesk and its method for managing support tickets and assistance; within my organization, we use it internally to answer staff concerns and externally to provide care and support to all our customers more efficiently. Its user interface is easy to decipher, it does not cause any loss or hiccups for users. Keeping track of problems is quite simple and has good features, such as ticket filtering. Moreover, its customer service is excellent.
What do you dislike about the product?
The platform could have a help module where they provide tutorials or step-by-step tutorials on the more complex functions so that new users can get up to speed faster.
What problems is the product solving and how is that benefiting you?
Zendesk has served as a ticket manager and at the same time has served to improve communication with customers and other members of the organization. It is very useful and plays a leading role in both internal and external customer service and support. We have been able to receive, distribute and answer tickets in the most efficient way possible, and we have been able to keep customer records and centralize the organization's data in one place. Zendesk helps us help others.
Recommendations to others considering the product:
It is quite easy for me to recommend Zendesk because I know the potential of this tool and how much it brings in terms of attention and support not only to customers but also to the staff of your company. It is the best tool to manage tickets without a doubt.
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