Zendesk Suite
ZendeskExternal reviews
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Awesome Addition To Our eCommerce Experience
What do you like best about the product?
The ability to immediately tend to our customers needs.
What do you dislike about the product?
Account management is minimal and seems like more of a sales tactic than a support team.
What problems is the product solving and how is that benefiting you?
Reporting, low touch resolution, seamless integration.
Zendesk is very helpful, but could be more user Friendly
What do you like best about the product?
I like how emailing, calling, chatting and so many other things can all be done in one place. I really also enjoy that everything is tracked so easily and kept on a file for each individual, which can be used for future reference. Employees are able to remain consistent and uphold company policies much easier because of this.
What do you dislike about the product?
Things can be very finicky or you have to input things so specifically. For example, when searching for a customer with a phone number, the format has to be an exact way. I also feel like things could be done in fewer steps and overall be more simplified while maintaining the same quality of service.
What problems is the product solving and how is that benefiting you?
Communication with customers is much easier, especially since things can be well documented in one space. In previous companies that I have worked with that didn't use software like Zendesk, there is much more inconsistency because employees are not able to communicate everything with each other as they all do not work at the same time. Zendesk solves that problem because we are able to hold records of all interactions, leave notes for each interaction and remain consistent because of this. Because of the use of Zendesk, employees are able to read all important notes or listen to calls before interacting with a customer in difficult situations to be kept 100% up to speed in what has happened over the course of each customer interaction.
Recommendations to others considering the product:
If you are looking for a software that will ease communication between your company and your consumers, Zendesk is a great platform for this. through Zendesk, communication is not only easier, it is more effective as well.
The person who chatted with me was helpful.
What do you like best about the product?
If a person has full admin access to all the applications within Zendesk, the suite is fairly user-friendly.
What do you dislike about the product?
Once your access starts getting trimmed, the ability to make any changes or updates to the functionality gets harder to accomplish. I am an Admin for Guide, but there are many things that rely on Zendesk Support and Zendesk Explore to figure out, and without full Admin access a user can't fully set up things completely. Some things that seem obvious from a help center perspective, are not available or functional. Things like allowing an article to have a visible label or tag to notate the origin of the article. There should be more "drag and drop" features for easier manipulating for User Segments and other items. Also, there should be a way to pull a list of labels and tags easier than creating a 30-day use report.
What problems is the product solving and how is that benefiting you?
Working on how to create our Guide and make it secure and easy to use. We do like the way that Knowledge Capture incorporates Guide directly into Support. Our Call Center will really appreciate having this type of tool to assist our customers with questions.
Recommendations to others considering the product:
Figure out exactly how you want your internal and external users to access your company information. Spend some major time planning out how you want to roll out the support site.
Scalable omni channel enterprise support CRM
What do you like best about the product?
I like best how without needing outside integrations you can accomplish most if not all needs to provide stellar CX
What do you dislike about the product?
Medium to small size businesses seem to get the short end of the stick when it comes to support and account management.
What problems is the product solving and how is that benefiting you?
Omnichannel approach to support allows Appetize Support to assist clients in any aspect of help they need and seamlessly bounce from one channel to another while maintaining a single conversation with our end users.
With this being said, all of these channels bubble up into a single metrics platform (Zendesk Explore) which allows us to make highly educated decisions on how we run the business and support our userbase.
With this being said, all of these channels bubble up into a single metrics platform (Zendesk Explore) which allows us to make highly educated decisions on how we run the business and support our userbase.
Recommendations to others considering the product:
Consider if a free tool or other support platforms for your org if you're a SMB as Zendesk isn't built to support you well enough in my opinion. I may have this opinion solely on how my account has been managed (or lack thereof) and may feel differently with another account manager who is more aware of my needs & usecase scenarios.
Customer service multitool
What do you like best about the product?
Zendesk allows you to concentrate on the customer experience and on offering excellent customer service by offering a great out-of-the-box customer service suite.
We mainly focus on live chat and email and I love how easy it is for our team to focus on the open tasks. Especially the shortcuts in chat and the macros make our lives so much easier by prefilling necessary information - it really helps us to serve more customers in less time!
The customisation options through Zendesk's own or 3rd party provider's features are endless and I love how everything is tracked so you can analyse the data and improve your processes constantly.
The Zendesk service absolutely excellent as well, especially the live chat has helped me numerous times. I usually receive support within minutes and never had the feeling that the support was not knowledgeable.
We mainly focus on live chat and email and I love how easy it is for our team to focus on the open tasks. Especially the shortcuts in chat and the macros make our lives so much easier by prefilling necessary information - it really helps us to serve more customers in less time!
The customisation options through Zendesk's own or 3rd party provider's features are endless and I love how everything is tracked so you can analyse the data and improve your processes constantly.
The Zendesk service absolutely excellent as well, especially the live chat has helped me numerous times. I usually receive support within minutes and never had the feeling that the support was not knowledgeable.
What do you dislike about the product?
Zendesk offers a lot of options and can therefore get a little overwhelming. You really need to know your way around the different customisation options and your personal setup, it takes a bit of time for new admins to really be comfortable with the whole suite.
What problems is the product solving and how is that benefiting you?
We're supporting our customers through live chat and email and especially shortcuts and macros allow us to serve more customers in less time.
We also use the Zendesk Help Centre to create content in order to improve the self-service rate.
In addition to that, the multitude of customisation options really allow us to customise the information we collect in order to analyse and adapt our processes constantly.
We also use the Zendesk Help Centre to create content in order to improve the self-service rate.
In addition to that, the multitude of customisation options really allow us to customise the information we collect in order to analyse and adapt our processes constantly.
One Year Strong
What do you like best about the product?
Zendesk has really allowed our team to streamline our Technical Support, and document internal processes.
What do you dislike about the product?
The chat bot is not the best, but once you talk to a live person, they're always so kind and helpful. It's also possible to get a real person on chat, so it works out.
What problems is the product solving and how is that benefiting you?
We are a growing team, and the Zendesk Support Suite has allowed us to grow a cohesive team and grow in a scalable way.
Pretty and has great customer service!
What do you like best about the product?
Great support, user friendly, massive knowledge base
What do you dislike about the product?
Like all options for CS the add-ons and the new features to buy
What problems is the product solving and how is that benefiting you?
Incredible automations and workflow, knowledge articles to get quicker answers for customers, simplifying workload for all agents
A Comprehensive Client Communication Suite
What do you like best about the product?
When we first started our agency, we needed an easy way to communicate with clients about their requests. ZenDesk Support was phenomenal for consolidating all of that work into a single place. We ended up using nearly the entire Zendesk Suite by the end of the second year in business as we grew.
What do you dislike about the product?
Pricing for ZenDesk Sell became prohibitive. Also, ZenDesk help desk started great but by the end of 2020 was nearly unresponsive. Most importantly, there wasn't good project management options and we found another platform that did it all and for much cheaper.
What problems is the product solving and how is that benefiting you?
Streamlining client communication and managing a paper trail of requests.
Recommendations to others considering the product:
It's a great place to start for small digital agencies. Using the canned responses and macros is a game changer.
Good experience
What do you like best about the product?
The ability to integrate with other platforms
What do you dislike about the product?
The help documents are not always helpful
What problems is the product solving and how is that benefiting you?
customer queries are answered better
Zen desk review
What do you like best about the product?
Quick response and friendly service with good agents
What do you dislike about the product?
Closes chat after a long time of not responding
What problems is the product solving and how is that benefiting you?
Issues with the platform. They were able to find and resolve the issue.
Recommendations to others considering the product:
It's a great platform. Easy to use and very user friendly.
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