Zendesk Suite
ZendeskExternal reviews
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Support Made Simple
What do you like best about the product?
Ease of use and quality of chat support.
What do you dislike about the product?
Content architecture (back end) options for organizing guide articles. the Guide itself is fine and the tools to create articles are great. The challenge is the limited flexibility in how to organize articles and display sections on the guide itself.
What problems is the product solving and how is that benefiting you?
Creating support content (real time) for our SAAS platform.
Achieves the 90%
What do you like best about the product?
There are many integrations within ZenDesk and a lot of them work out of the box. Our workflow where we can get notifications on tickets in a slack channel and keep tabs on appropriate tickets works really well. And if you are looking for basic triage functionality of taking in a ticket, assigning an SLA to the ticket and pushing into a L1/L2 queue and L3 for analysis, the product works really well as this is it's core functionality.
What do you dislike about the product?
Some basic features miss the mark. We use Zendesk as a closed system where our customers need to log in to view and submit tickets. 2FA is a feature that is extended to our agents, but not our customers which means we either need to move to a different authentication mechanism to achieve this or ignore the fact that our customer's credentials can be phished and tickets can be submitted as them. Other dislikes I've found is that support can be hit and miss from Zendesk. I understand that sometimes the workload can be quite prohibitive, and I'm sure there are lots of customers asking more questions towards Christmas for integrations, but I've found that sometimes what appears to be a "simple" question can go unreplied from Zendesk Support for weeks, and when you attempt to follow up sometimes the followup is quicker than the initial request.
What problems is the product solving and how is that benefiting you?
Working for a Managed Service Provider, it works well as a basic incident response system. We can track our customer's SLAs and respond accordingly. There appear to be good metics that we can get out of an add-on suite that is called "Explore" which allows us to pull out metrics against the tickets which has been improved greatly since the early days of us signing up, but Zendesk does make it easy for us to hit our marks and service our customers in a timely fashion.
Recommend!
What do you like best about the product?
I like the simpleness and ease of use of the system
What do you dislike about the product?
The email trails being included in each comment
What problems is the product solving and how is that benefiting you?
email allocation
Recommendations to others considering the product:
try it out - you wont be disappointed
CX Success story
What do you like best about the product?
I love the UX for agents as well as the seamless integration between channels, it is easy to train new users and reporting is easy to access and build simple reports. We have seen a huge difference in member experience and it continues to improve.
Additionally it would be great to be able to measure Adherence to Schedule via Zendesk
Additionally it would be great to be able to measure Adherence to Schedule via Zendesk
What do you dislike about the product?
I would like to see more reporting for Guide, and would also like to see more sentiment analysis tools build tin to the platform. I would like more integration with chat bot deeper reporting around conversions. I would like deeper Satisfaction tools eg NPS and sentiment analysis
What problems is the product solving and how is that benefiting you?
We have used as an omni channel CX platform and self service tool for our end users, benefits have included ticket deflection and improved efficiency from agents
Recommendations to others considering the product:
If you need a omni channel platform that provides also provides a seamless CX then I would recommend Zendesk, we have seen significant improvements to our customer journey
Advanced Customer engagement tool
What do you like best about the product?
To carry out conversation with my clients and my employees as not at all easy for me due to my hectic routine, hence I really wanted to overcome the communication barrier so that with mutual collaboration we could better work on every import issue that occurs in our various departments. Zendesk is very light application that is easily installed and easy to get started too. This application has eradicated my need of calling meetings and helped me to empower my employees, as we can easily sort any major issue due to its conversations flow feature.
What do you dislike about the product?
Zendesk is a bit costly tool that so it is not widely available for every customer, moreover it still needs some more features, especially while handling the tickets, many of them merge and it becomes complex to handle with time, I think some filtering tools should be inserted in this software.
What problems is the product solving and how is that benefiting you?
I has become very useful tool. I do not have to log in my various channels, but form this platform I am controlling my various channels’ productivity and capable of delivering the reliable customer services.
Recommendations to others considering the product:
It is very suitable for the moderate business especially for B2B type business but you can also get maximum out of it through costumers engagement via this tool. They have good cuisines services and respond in time. So give it a try if you really want to provide professional services to your customers.
User friendly interface - glitchy at times w/ area outages
What do you like best about the product?
Interface is easy to use, buttons well-placed
What do you dislike about the product?
I've had many experiences with regional outages with Zendesk that seemed a bit too frequent and made it an iffy situation when dealing with coverage. This can lead to massive issues if the platform goes down during peak commercial hours.
What problems is the product solving and how is that benefiting you?
Customer tickets, scheduling of projects, client facing issues and needs, communication between teams.
Recommendations to others considering the product:
Make sure that this is really formulated to fit your organization and your organization's needs. Have back up in case you experience regional outages - ensure that you can still access that information you have to access through the platform. Ensure you have alternative ways to communicate in case of outages.
Impressed from the start and throughout
What do you like best about the product?
The level of contact we have had from their team has been amazing - they have been fully involved in training us on how best to optimise our bot, as well as working along side us to constantly make improvements to its effectiveness.
What do you dislike about the product?
Our company have a huge volume of different and unique requests which means that we benefit from offering the multiple choice buttons for customers to press, rather than free text, but sadly there is a character limit of 20.
What problems is the product solving and how is that benefiting you?
Our largest enquiry has since halved in agent escalation, this has had a massive positive impact on our ticket volumes!
A great service and team, which helped us implement our project quickly.
What do you like best about the product?
The regular meetings helped us troubleshoot and scale the project. Through demos, training and a friendly team ensured this project was realized on time and extended to other language markets.
What do you dislike about the product?
There's very little I disliked. I would like more meetings with the developer and extended team. I also didn't enjoy the experience of Google meets. I prefer zoom.
What problems is the product solving and how is that benefiting you?
The potential to include UTM links is an interesting marketing proposition. I think it will be interesting to explore the untapped marketing and upsell potential of this tool.
Great tool to answer customer requests and assist support agents.
What do you like best about the product?
The text recognition works very well, so that customer requests are assigned to the correct intent. In case of an escalation to an agent, the agents are shown different suggested answers. This makes work easier and increases customer satisfaction. In addition, all the ultimate.ai staff I have met are helpful and try to solve problems promptly. The pricing is fair.
What do you dislike about the product?
Some parts of the UX are not yet optimized, which e.g. complicates the creation of dialog trees and future adjustments. However, new features are constantly being developed in this area and hopefully improve UX in the future.
What problems is the product solving and how is that benefiting you?
The automated answering of customer requests via live chat without reducing customer satisfaction through an uncomfortable chat experience. Ultimate.ai also helps our agents in live chat to provide a faster and still good answer by suggesting possible replies.
We can answer a large number of customer requests automatically and provide our agents with suggested answers when escalating. The agents are very happy to use Ultimate.ai.
We can answer a large number of customer requests automatically and provide our agents with suggested answers when escalating. The agents are very happy to use Ultimate.ai.
Recommendations to others considering the product:
If you are looking for a tool that combines features of a Chatbot for customer self-service a Chats-Assistent for escalated requests, try ultimate.ai. It is GDPR compliant, (quite) easy to set-up, and great to manage.
Besides their technology, ultimate.ai's support is what convinced me to work with them.
Besides their technology, ultimate.ai's support is what convinced me to work with them.
I have researched the company for a post-doc market study.
What do you like best about the product?
The level of backend automation compared to competitors in automated virtual customer service.
What do you dislike about the product?
A bit diffuse marketing of the platform´s features on the website. A bit unclear at the first glance what separates Ultimate.ai from competitors in for example Finland.
What problems is the product solving and how is that benefiting you?
I have not used the bot in practice but my impression is that it is more advanced than many of the Finnish competitors.
Recommendations to others considering the product:
Consider the potential for Ultimate.ai's growth with regards to the incredible funding the company has raised. I am sure that the features will become very sophisticated during the coming years.
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