Zendesk Suite
ZendeskExternal reviews
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User friendly support system
What do you like best about the product?
What I enjoy the best is that it is a direct way to address customer issues or questions without cluttering my inbox. It keeps a streamlined record of everything and keeps them organized.
What do you dislike about the product?
The inability to link customer accounts from other platforms in a way that you can click through. There can be a lot of copying, opening tabs and searching from there.
What problems is the product solving and how is that benefiting you?
Customer questions revolving around their accounts within our marketing platform. Addressing any questions, issues, or concerns to ensure they are able to get their work done.
Zendesk for Customer Support is Great
What do you like best about the product?
The option to send a follow-up bump after 72 hours is a great feature and ensures timely resolution of customer inquiries.
The platform is constantly optimized, which maximizes performance.
The platform is constantly optimized, which maximizes performance.
What do you dislike about the product?
I dislike not having the ability to view all email marketing correspondence sent to Members when they are reaching out for assistance. It would be helpful if merging relative inquiries was automatic.
What problems is the product solving and how is that benefiting you?
Several incidents occur weekly, and this temporarily prevents customers from being responded to on time. In some cases, this negatively impacts quality insurance.
Zendesk makes collaborating on customer requests easy
What do you like best about the product?
Being able to assign tickets to others, changing the name of tickets, and most of all use the internal note function to discuss among colleagues without the customer seeing anything.
What do you dislike about the product?
I would like to have more power in categorizing tickets between short-, medium- and long-term tickets, especially since product development effort requires lots of long-term tracking.
What problems is the product solving and how is that benefiting you?
B2B problems mostly. We work with business customers that have various bugs, issues and requests for our software that they then flag to us via support tickets.
Strong tool that is quickly growing even better; trusted partnership in solving business problems
What do you like best about the product?
Ultimate’s hands-on guidance as we learned to use their tool and planned our launch was fantastic. We had lofty goals for our implementation of Ultimate, and the team never shied away from them. They’ve been trusted partners and I love that in addition to helping us understand how to use their tools, they’ve always offered us their thought leadership and industry knowledge. Ultimate.ai is not just a chatbot but a flexible tool that has allowed us to do the following things rapidly:
- React to trends in contact reasons
- Use a data-driven approach to impact customer experiences
- Innovate and experiment to test new customer experiences and track how our users react
- React to trends in contact reasons
- Use a data-driven approach to impact customer experiences
- Innovate and experiment to test new customer experiences and track how our users react
What do you dislike about the product?
Ultimate’s capabilities generally meet all our requirements, but there are a few areas of opportunity for continued value-add. Here are some examples:
- There is no native staging functionality built into the tool yet. They’ve helped us with workarounds today, but ideally, one day we’ll have native options to draft and test thoroughly before pushing changes live, without extra clicks.
- Ultimate has been putting heavy work into reporting enhancements but the current analytics dashboard provides only the basics at the moment. Most enterprises will need a custom reporting option while Ultimate builds the enhancements (Ultimate created this custom dashboard for us!)
- We have a high volume of content and conversations each month, and the dashboard can be latent at times.
That said, I have generally found Ultimate to be highly willing to ingest our feedback and react with appropriate urgency.
- There is no native staging functionality built into the tool yet. They’ve helped us with workarounds today, but ideally, one day we’ll have native options to draft and test thoroughly before pushing changes live, without extra clicks.
- Ultimate has been putting heavy work into reporting enhancements but the current analytics dashboard provides only the basics at the moment. Most enterprises will need a custom reporting option while Ultimate builds the enhancements (Ultimate created this custom dashboard for us!)
- We have a high volume of content and conversations each month, and the dashboard can be latent at times.
That said, I have generally found Ultimate to be highly willing to ingest our feedback and react with appropriate urgency.
What problems is the product solving and how is that benefiting you?
Our primary goals with Ultimate.ai are:
1) To surface answers to easy user questions (reducing volume of basic or frequent questions to our support team)
2) To automate rote processes and triage user questions to the right human by using conversational context and known user attributes
3) To capture leads and quickly route sales questions to our sales team.
Since launch, we’ve seen:
- 36% YoY decrease in volume of tickets that need to be manually triaged
- 58% of conversations successfully resolved by bot
- 20% increase in qualified leads generated
1) To surface answers to easy user questions (reducing volume of basic or frequent questions to our support team)
2) To automate rote processes and triage user questions to the right human by using conversational context and known user attributes
3) To capture leads and quickly route sales questions to our sales team.
Since launch, we’ve seen:
- 36% YoY decrease in volume of tickets that need to be manually triaged
- 58% of conversations successfully resolved by bot
- 20% increase in qualified leads generated
Best in class CRM and Support system
What do you like best about the product?
The vast abundance of resources, tools, and analytics dashboards to help professionals understand and run the operations better is available with Zendesk. The support and integration from the team are fantastic.
What do you dislike about the product?
The cost of the suite is the most concerning aspect. For a small business, the cost of acquiring the tool goes overhead but when you look at the professional services, it is worth it
What problems is the product solving and how is that benefiting you?
All organizational CRM and ticketing platform has been moved to Zendesk post integrations. The multi-platform integration has helped us get all queries and solutions under a singlehood
Zendesk
What do you like best about the product?
Is super easy to set up macros adn shortcuts for agents to use and expedite the communication with the customers, really user friendly and easy to learn to use for new agents, it does not required a long training.
What do you dislike about the product?
Even though it is easy to learn and user friendly, it should have a training environment so new agentes can practice without compromising actual customer information.
What problems is the product solving and how is that benefiting you?
Interactions with customers, complaints abouts products they acquired, orders feedback, agents feedback, orders being taken online, account updates, and notifications to customers.
“I would like to thank you for this tool to help us to grow our business. ”
What do you like best about the product?
There is still so much to explore in Zendesk ! But it is a brilliant product/project. The most loved feature, Guide.
What do you dislike about the product?
Customization in Reports can be better and simpler to use.
What problems is the product solving and how is that benefiting you?
Customer issue, recurring, Help Center for better service.
Recommendations to others considering the product:
Reinvent your help desk . Zendesk has everything you need to refine your customer support in one place — ticket management across multiple channels, process automation, reporting.
The user friendliest customer support software
What do you like best about the product?
What I like the most about Zendesk Support Suite software is the multiple services available to customer support employees. Real-time chat is the best feature the software has. Whenever a client starts a chat the support agents receive a notification on the spot without any delay which enhances customer satisfaction. Also, automatic ticket creation is also another great feature the Zendesk Support Suite software provides.
What do you dislike about the product?
The only thing that I dislike about Zendesk is that the real-time live chats gets disconnected and does not get restored if there exist some network issues. The chat gets connected to another agent which may annoy the client who was engaged in the chat.
What problems is the product solving and how is that benefiting you?
The chat feature of the Zendesk Support Suite software helped me to get engaged with the clients who had problems while using the software at my organization. Thus, the chat feature helped me solve the issues that clients faced while using our software. Zendesk had multiple benefits like auto ticket creation and the Zendesk guide which makes it so unique and user friendly.
zen desk
What do you like best about the product?
Great support from the customer care team and ease deployment of UX, it is to use for everyone with effortless functionality,pre-built zendesk FAQ system is always helpful.
What do you dislike about the product?
Pricing is very high times. Customer support is lacking in crucial times before purchasing the bundle; users must know the features and usage benefits. It is also suitable for small teams, not recommended for heavy crew.
What problems is the product solving and how is that benefiting you?
Easy adoption and migration also made easy with inbuilt all user expected options, improve the real-time customer satisfaction virtually and also pre-build instant FAQ also developed asper our customized responses.
Recommendations to others considering the product:
Suitable for trial and stay extended usages.
Zendesk seeing the customers as the center point
What do you like best about the product?
I like the option to customize zendesk configuration to meet our internal and external goals
What do you dislike about the product?
i think there is room for better notifications management
What problems is the product solving and how is that benefiting you?
Better SLA's for customers problems, analyzing the data for future improvments
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