Zendesk Suite
ZendeskExternal reviews
6,486 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Multi-dimensional Customer Support System
What do you like best about the product?
The most liked part of the Zendesk Support Suite is that it is possible to customize the chat widget as per our need to set up our chat flow and triggers. Also, it is possible to assign and re-assign support tickets to multiple other support agents working together in a company.
What do you dislike about the product?
The dislike thing includes too many advanced customer support features and functionalities; it might be confusing to understand its working mechanism and challenging to set up for first-time users.
What problems is the product solving and how is that benefiting you?
Zendesk is the most customizable ticketing system available, offering a wide range of features to automate customer support processes. As a result, we are now able to provide robust and timely customer support due to this software.
My experience with ultimate.ai
What do you like best about the product?
The chatbot development lifecycle is very simple,and we can deploy it with with minimal effort. I love to develop and test it. The developetment is highly UI based that ease the development workflow.
What do you dislike about the product?
The recognition efficiency is significasignificantly less when compared to other recognizers in the market. We have also evaluated with SAP chatbot where find for same type of expressions we found lesser effecieny in triggering respective skills.
What problems is the product solving and how is that benefiting you?
ERP solutions such as Plant Maintenance and Material Management.
Recommendations to others considering the product:
I will highly recommend this because it is the easiest chatbot development framework available in the market.
Zendesk is a leader
What do you like best about the product?
I like how Zendesk utilizes integrations with Jira and Slack so you can follow on multiple platforms of the ticket created and to engage a broader audience on what project is going on. Zendesk has evolved a lot throughout the years.
What do you dislike about the product?
However, I'm not too fond of Zendesk's thread system on tickets because it can become too much, and there should be a way to keep it concise.
What problems is the product solving and how is that benefiting you?
Engaging internal employees with their requests from something small to a whole project of greater scope, Zendesk helps up communicate and keep track of updates with our counterparts from around the world. I have realized this tool is essential for keeping progress moving forward.
Recommendations to others considering the product:
Try one of the easiest to use ticketing systems out there and the integrations that can make work-life less hectic.
Zendesk is power
What do you like best about the product?
Multiple workflow options, very good reports, possibility to oversee teams efficiency
What do you dislike about the product?
More reports would be a great thing for users
What problems is the product solving and how is that benefiting you?
We use Zendesk for written communication internally and externally
It is great to know how customer experience is improved with the use of technology.
What do you like best about the product?
It has improved customer engagement and customer happiness
What do you dislike about the product?
I don't see much except UI can be improved
What problems is the product solving and how is that benefiting you?
Increasing leads
Recommendations to others considering the product:
Go ahead without any second thought
My review about experiences using zendesk support suite at my company betabrand
What do you like best about the product?
What I like best about it is that it is pretty intuitive overall and has a solid user interface and it does allow me to multitask while trying to assist customers for the most part. The aesthetic of the user interface is also fairly pleasing to the eye as well. I also really appreciate that there are built in features to be able to track our team's performance in a number of different ways and categories.
What do you dislike about the product?
What I dislike about it is there are certain small features that should have more user controllability. Sometimes there are definitely bugs where certain plug in features won't work as they should which make our job more difficult and zendesk's support hasn't been the most helpful in solving those issues. Which can be frustrating because if they aren't able to help use out, we really don't have any way of trouble shooting those issues and just have to deal with it in the mean time. Also it would be nice if there was a built in feature for rating/reviewing customer interactions and be able to have some sort of rewards system for the user.
What problems is the product solving and how is that benefiting you?
I am solving an endless amount of problems that all have to do with customer service as we use it to solve tickets and phone calls from customers we receive. The benefits are that it allows us to do a number of different tasks from the same program.
Recommendations to others considering the product:
I would definitely give it a shot at least and there's a decent change it will work for what your needs are!
All in One customer service solution
What do you like best about the product?
Zendesk integrates with our E-Commerce storefront and our back-end system allowing for full visibility to our customer service agents. Visibility for management to review agent's emails and chats with customers helps to either improve the company processes and procedures or an individual's work.
What do you dislike about the product?
They should allow more reporting features in the Professional plan.
What problems is the product solving and how is that benefiting you?
Customer emails are being routed to the agents that are best trained to respond, customers have commented that the follow-up emails are useful as they may have missed an initial reply from our agent and we have it triggered to send an email if the customer has not replied to us in x amount of time.
We also centralize our communications with customers using one system so it much easier to view for management and ownership
We also centralize our communications with customers using one system so it much easier to view for management and ownership
Recommendations to others considering the product:
The system is easy for agents to learn centralizes all forms of communications between your customers and agents. If set up correctly, management can have the ability to oversee all of their agent's communications and have ratings provided by customers to is a well built-in feature.
Zendesk Review
What do you like best about the product?
Quick responses to my questions that need answers
What do you dislike about the product?
Nothing that I can think of. Zendesk Support has been great
What problems is the product solving and how is that benefiting you?
It helped me with organizing my Smart Lists and Contacts to keep better track of who all Ive been in contact with
A top platform for support
What do you like best about the product?
Clean UI and simple. Well planned UX. Reliable. Great service and support so far.
What do you dislike about the product?
There are issues with the tickets and communication/reminders for users. Some of our users complain that they get asked to create a "zendesk account" for their communication with us re issues. We used to use INtercom and that was a lot better in these senses. Also showed where the user is from (which account/company). We have not used the bots and I hope they work as well as Intercom. Also we got used to not worrying about where the support response goes. INtercom knew if they are online or not. Here we need to pick email vs chat message manually.
What problems is the product solving and how is that benefiting you?
B2B SaaS support.
My experience was quick, easy, and informative!
What do you like best about the product?
Everything! Accessibility is essential, and everything is easy and accessible.
What do you dislike about the product?
The only downside for our end of the platform is that our team uses the platform for ticketing, and outside consumers are do not communicate within our platform, so we cannot use ALL of the bells and whistles support has to offer. Just the ones that make the most sense for our usage.
What problems is the product solving and how is that benefiting you?
We remain organized as a whole which is imperative to our scope of work. Our team is capable of easily reviewing items in the platform and we can communicate effectively on each ticket.
showing 1,731 - 1,740