Zendesk Suite
ZendeskExternal reviews
6,516 reviews
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Rough going at first but then found the amazing chat support feature.
What do you like best about the product?
Chat support staff is amazing. They knew their stuff much more than I had experienced in other SaaS offerings.
What do you dislike about the product?
Would like the option to talk to a person.
What problems is the product solving and how is that benefiting you?
We needed a ticket system that would be easy to implement and integrate into our work flows. Enter Zendesk.
Great omni-channel experience!
What do you like best about the product?
Love the ease and the ability to add other apps that are specific to our use-case.
What do you dislike about the product?
There are so many different tiers to Suite licensing that it's incredibly confusing what is and what isn't available to us. I would prefer to see what I have access to and what I don't.
What problems is the product solving and how is that benefiting you?
We are communicating with customers through voice, chat, and email. Suite allows us to combine all of this in a way that makes sense and reduces the work agents have to do.
Very helpful!
What do you like best about the product?
Support Suite is intuitive and easy to use!
What do you dislike about the product?
There are no do dislikes or downsides to Support Suite I can think of.
What problems is the product solving and how is that benefiting you?
I am able to solve many reporting issues I have
Zendesk Support Suite - omnichanell
What do you like best about the product?
All communication with the client and internal communication regarding a given case is available in one common place.
We are able to quickly check all relevant customer data in one place.
Open api - gives you the opportunity to create your own integrations
over 1000+ ready integrations with other systems
We are able to quickly check all relevant customer data in one place.
Open api - gives you the opportunity to create your own integrations
over 1000+ ready integrations with other systems
What do you dislike about the product?
It is not possible to create documents directly in the Zendesk system - it is possible only with the use of an additional applicati
What problems is the product solving and how is that benefiting you?
Ongoing customer service, after-sales, accounting and complaints.
Support is available through all available channels.
Benefits:
-no need to switch between communication channels
- you do not need to switch between programs if I want to read the customer's story with our company
- reduced FRT
- every access to the full history of contact with the client
- extensive reporting that gives you almost endless possibilities
- seamless integration with our internal solutions
Support is available through all available channels.
Benefits:
-no need to switch between communication channels
- you do not need to switch between programs if I want to read the customer's story with our company
- reduced FRT
- every access to the full history of contact with the client
- extensive reporting that gives you almost endless possibilities
- seamless integration with our internal solutions
Zendesk Review
What do you like best about the product?
Excellent customer support and responsiveness
What do you dislike about the product?
Too many options in explore, difficult to grasp
What problems is the product solving and how is that benefiting you?
Triggers and automations.
Great, quick service!
What do you like best about the product?
How easy it was to communicate my problem
What do you dislike about the product?
There are too many steps to take when resolving an issue.
What problems is the product solving and how is that benefiting you?
I figured out why an employee was not receiving calls.
Recommendations to others considering the product:
Less in-depth questions.
Quick and Precise
What do you like best about the product?
I love how everything is in one place, shortcuts are easy to add, and finding older tickets is a breeze.
What do you dislike about the product?
I haven't found anything that I dislike just yet. I hope I don't.
What problems is the product solving and how is that benefiting you?
The problems that are solved are endless. It's easy to keep in contact with partners and customers alike.
Recommendations to others considering the product:
It's a seamless program for customer service positions. I recommend it to all companies in customer service.
Exceptional Product
What do you like best about the product?
I love how customizable Zendesk is, it help me tailor it to best suit my team's need
What do you dislike about the product?
There are several areas that affect one another, but there's no way to link/map them together.
What problems is the product solving and how is that benefiting you?
My team has become much more efficient and organized - absolutely crushing SLA goals.
Great product and Success Managers
What do you like best about the product?
Easy to use interface and easily learned.
What do you dislike about the product?
Nothing I dislike personally, overall happy with the perfomance.
What problems is the product solving and how is that benefiting you?
We've seen a decent deflection in contacts for the intents built; in some areas, we're looking at around 30% deflection. We're looking forward to continuing the development of this as it allows our teams to deal with more in-depth customer needs and questions. Success Managers are easily contactable along with regular catchups to ensure we're using the product effectively, giving us tips, supporting with our ongoing development/training of the system.
Recommendations to others considering the product:
Great product with good customization options and effective in deflecting a good majority of contacts.
Best Customer Support software
What do you like best about the product?
What I like is about the Agent interface which reduces Agent effort. They have great Chat software which has great reporting features which I really like a lot. Thye have an integration with many software which enables us easy to integrate with Zendesk and support our customers effectively.
The Automation and Trigger are so flexible and ready to go which you never find in another system.
The best part is the downtime. You will very rarely face any downtime.
The Customer Support Managers in Zendesk is highly effective.
What I can say is Zendesk is the best software which I have used so far in the industry being a service practioner for 7 years. So go and use it.
The Automation and Trigger are so flexible and ready to go which you never find in another system.
The best part is the downtime. You will very rarely face any downtime.
The Customer Support Managers in Zendesk is highly effective.
What I can say is Zendesk is the best software which I have used so far in the industry being a service practioner for 7 years. So go and use it.
What do you dislike about the product?
- The Customer Support Agent isn't that effective. For example, if you contact them via Chat support and ask them a question they will throw a self-help article and will ask you to find information there. There are very few agents who will guide customers clearly to resolve the case. This is my experience because I work as a Customer Support Manager and my expectations are high. I always feel that Agents should have discourse skills, solution strategy skills because without these 2 skills you cannot resolve a customer issue.
-. I had a bad experience with their Customer Support Account Manager because we had an incident where we renewed our contract but they failed to update their database and it leads to temporary account cloure. They sored it out but that was a very bad experience we had.
Note: If Zendesk works on these 2 things they will become the best in Industry because Customer experience drives a good experience.
-. I had a bad experience with their Customer Support Account Manager because we had an incident where we renewed our contract but they failed to update their database and it leads to temporary account cloure. They sored it out but that was a very bad experience we had.
Note: If Zendesk works on these 2 things they will become the best in Industry because Customer experience drives a good experience.
What problems is the product solving and how is that benefiting you?
- With Zendesk Support Suite we are ensuring that we support clients via Email, Chat, Facebook, and phone support and it really connects well and provides us great omnichannel experience with our customers.
- Zendesk Chat Tool: Great tool it takes care of our 24 x 7 support with proper Agent experience and customer experience part.
- Guide: The guide feature has ensured us to properly set up Internal and external knowledge, which deflect customer tickets and also helps our Support agents to maintain their knowledge. We have set up a knowledge-centered support process using the Zendesk guide.
- Zendesk Talk: As a B2B company we had the challenge of doing outbound calls via Vonage and we never had that integration with Zendesk but using Talk helped us to call within Zendesk and also the calls get recorded for quality purpose.
- Zendesk Chat Tool: Great tool it takes care of our 24 x 7 support with proper Agent experience and customer experience part.
- Guide: The guide feature has ensured us to properly set up Internal and external knowledge, which deflect customer tickets and also helps our Support agents to maintain their knowledge. We have set up a knowledge-centered support process using the Zendesk guide.
- Zendesk Talk: As a B2B company we had the challenge of doing outbound calls via Vonage and we never had that integration with Zendesk but using Talk helped us to call within Zendesk and also the calls get recorded for quality purpose.
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