Zendesk Suite
ZendeskExternal reviews
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Good experiences overall
What do you like best about the product?
Ease of use. Many options utilizing bots as well as analytics to interpret data from the bots. Potential for even more with further development.
What do you dislike about the product?
Bugs and features that do not work. These seem to be rare, though, and are being fixed, I am told. Did ask for help with a problem and did not receive support fast enough as no other user had the same problem—hopefully a one-time thing.
What problems is the product solving and how is that benefiting you?
Rapid growth brings the need for optimization. The bots speed up customer service making us more efficient.
ultimate.ai contact persons are very easy to approach and services are very good
What do you like best about the product?
our contact persons and dashboard is easy to use
What do you dislike about the product?
everything ok............................
What problems is the product solving and how is that benefiting you?
Chatbot and suggestion problems + developing.
We are saving money because bot handling some of our cases and saving time for our agents in chat by using suggestions.
We are saving money because bot handling some of our cases and saving time for our agents in chat by using suggestions.
Great product customer support and service ticket tracking!
What do you like best about the product?
Zendesk is easy to use and it's a great way to stay in direct contact with the customers who submit tickets for tech support. The representatives get a clear view of the open tickets, tickets that have been worked on, and pending tickets that need a resolution. Once a ticket has been worked on the customer is immediately emailed to the customer and it begins an email thread that can be referenced and easily found within Zendesk. Also if a customer ever responds to a closed ticket the case is reopened and notifies the rep who worked on the ticket. Zendesk also automatically sends out customer satisfaction surveys without the support rep having to do any additional work once the ticket has been resolved. So much of the product is automated making it easy for your support reps to focus on the customer and it also makes it easy for supervisors to get involved on escalations.
What do you dislike about the product?
The integration with Salesforce was complicated and created a lot of abandoned and duplicate company records that had to be manually removed from Salesforce. It made it hard for the support team to convince the other teams who were not as involved with supporting direct customer tickets that Zendesk was an asset.
What problems is the product solving and how is that benefiting you?
Zendesk was amazing for keeping track of service tickets. The entire team could view the contact history of tickets for a company which made collaborating to solve customer issues easy. It was also the best way to keep track of individual cases for support reps.
Zendesk
What do you like best about the product?
I appreciate that it connects to slack. It is easy to manage. I like that I can use Macros - this has been the best tool for helping customers but I would like some macros to be better to manage.
What do you dislike about the product?
I would have liked a training exercise. I wanted to know more about what I was able to do. I would have liked to know how to get tickets returned to me and to the appropriate department.
What problems is the product solving and how is that benefiting you?
I am solving problems on zendesk for customer's. I help issues and work on security.
Experience on using Zendesk
What do you like best about the product?
Zendesk helped in chatting with offshore clients in real-time without causing any delay in reaching responses. Also, the automatic ticket creation feature after completing a chat was an added benefit for users.
What do you dislike about the product?
Any network disruptions would concictently end the chats, which was not acceptable at all. What any user would want is to be able to stay in the chat even if there occur a few minutes of network error.
What problems is the product solving and how is that benefiting you?
Real-time chatting with the offshore clients to solve the problems they were facing in using our product were done with the help of Zendesk chatbot. Our organization also promoted the use of zendesk since it was soo handy to use.
Nice software for large teams
What do you like best about the product?
It helped our team to manage tickets at scale while prioritising the information in an organized fashion based on our organization needs.
What do you dislike about the product?
While the solution can be customised, gaining access to advanced functions requires quite a lot of setup that not all organizations have the time to put it.
What problems is the product solving and how is that benefiting you?
Not losing track of client tickets. Each one gets addressed 1 by 1 by our teams.
Recommendations to others considering the product:
It is a powerful solution, but to get the best of it you will need to invest time and effort so it meets your organization needs.
Good support process
What do you like best about the product?
The Finnish language is supported. Also, the support process is very good. Everytime when there is an issue, we got supports quickly
What do you dislike about the product?
Sometimes when a new Salesforce release kicks in (2021), the service will be down for a couple of hours.
What problems is the product solving and how is that benefiting you?
Customer Service via chatbot in Finnish.
Lower cost per contact.
Lower cost per contact.
A chatbot that does the work for you.
What do you like best about the product?
The easiness to create a working chatbot environment in multiple languages with deep and seemless API integration.
We are also very happy with the help from Ultimate in setting up our more complex dialogs.
We are also very happy with the help from Ultimate in setting up our more complex dialogs.
What do you dislike about the product?
It can be cumbersome to create the dialogs per language, and the current reporting function is not that good. Aside from that, it works great.
When our bot was created, we passed some feedback to Ultimate, and I'm happy to see that Ultimate uses that feedback to improve the product.
When our bot was created, we passed some feedback to Ultimate, and I'm happy to see that Ultimate uses that feedback to improve the product.
What problems is the product solving and how is that benefiting you?
We wanted to get rid of the unnecessary questions that customers would ask to our customer care. The bot can handle 64% of all questions without human interference.
Another benefit of the bot is that it's open 24/7, while our customer care closes at 5.
Another benefit of the bot is that it's open 24/7, while our customer care closes at 5.
Powerful Customer Chat Tool
What do you like best about the product?
It solves the problem we had. We were losing conversions when people browsed our site and customers were lacking a place to ask specific questions to get started on a project.
What do you dislike about the product?
The downfall is that it's not the most user-friendly or intuitive. There are a lot of branches to it and it took several chats with customer service to get it set up to do what we needed. At least they have responsive support.
What problems is the product solving and how is that benefiting you?
Digital customer chat - AI chat bot to answer questions and guide them on our website. We hear from people who maybe wouldn't have reached out or found a form to fill out.
Zendesk just might save your life!
What do you like best about the product?
One of the things I like the best about Zendesk is its versatility. I can view much different material and quickly break it into tickets. Organization and versatility are what I like best. The organization helps me speed through my tasks faster and more efficiently.
What do you dislike about the product?
Something I would say I dislike would be how cluttered many pages can be at times. This is funny because I want as much info as possible but not all one small dashboard! The dashboard is convenient but I think it needs a mini overhaul. A new look and options on the dashboard would make me use it a lot more, I guess.
What problems is the product solving and how is that benefiting you?
It can be a "One Stop Shop" if you will. I can open a ticket, take a live call and actively work an issue with my customer, and much more. Our service to our customers has increased since utilizing Zendesk in the office. I already use multiple programs in my daily work, so having one that can take the place of three others...? I will use it every time! Once we start using every option that Zendesk provides, I think the work will get even easier...in a way.
Recommendations to others considering the product:
Zendesk is a great program to have for customer service centers. It enables the user to work thru "tickets" or customer issues with ease. You can access documents, take and manage calls and send and receive emails... to name a few fun options. The organization is key when it comes to ZenDesk. The fact that your able to do so much on just the dashboard, says it all.
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