Zendesk Suite
ZendeskExternal reviews
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Very good customer service with a user friendly chatbot
What do you like best about the product?
The AI is doing a great job! It is really nice also to build the bot when the customer service contact is an active professional.
What do you dislike about the product?
Some small things with saving the work if used in two screens were a little suprising at first but not really issues.
What problems is the product solving and how is that benefiting you?
We are piloting the product in day to day FAQ area.
Chat bot service
What do you like best about the product?
Bot is really easy to train and develop. And it's also simple to use and manage. It is no longer slowing down as much as a year ago.
What do you dislike about the product?
When you do intent training and there's an AI suggested message that you need to move to another intent it doesn't give all the intents to the drop down menu. It complicates training.
What problems is the product solving and how is that benefiting you?
Our team from Ultimate helps with bot development and analysis.
Customer Service Made Easier!
What do you like best about the product?
1) Zendesk has a fully customize able interface that is easy to get used to.
2) Since I've linked me e-mail, I get notified whenever a ticket has been raised, replied to be someone else or updated. The mails usually come to our main Distro, but I've set rules on Outlook so that it can come to my "ME" folder ONLY if it's something that requires my attention.
3) Zendesk helps you record all the exchanges between you and the client. All interactions and recorded which means backtracking is a breeze!
4) Whether you have an Iphone or an android device, you can seamlessly respond to tickets on the go, right from your mobile device!
5) Tickets can be assigned to multiple teams/departments at once.
6) I like the fact that you can leave an internal message is the pink box when you want to communicate between departments on the same thread and you don't want it to be visible to your client.
7) The best thing I love about Zendesk is how easy it is to integrate it with other 3rd party softwares.
8) Sometimes, especially during to the Covid-19 Pandemic, we can automate our response to clients. This is very useful on days when we don't work at full capacity.
2) Since I've linked me e-mail, I get notified whenever a ticket has been raised, replied to be someone else or updated. The mails usually come to our main Distro, but I've set rules on Outlook so that it can come to my "ME" folder ONLY if it's something that requires my attention.
3) Zendesk helps you record all the exchanges between you and the client. All interactions and recorded which means backtracking is a breeze!
4) Whether you have an Iphone or an android device, you can seamlessly respond to tickets on the go, right from your mobile device!
5) Tickets can be assigned to multiple teams/departments at once.
6) I like the fact that you can leave an internal message is the pink box when you want to communicate between departments on the same thread and you don't want it to be visible to your client.
7) The best thing I love about Zendesk is how easy it is to integrate it with other 3rd party softwares.
8) Sometimes, especially during to the Covid-19 Pandemic, we can automate our response to clients. This is very useful on days when we don't work at full capacity.
What do you dislike about the product?
1) Sometimes, I get duplicate messages when the ticket system has not yet been assigned.
2) To direct a message to someone, we use "@" followed by their names. This feature has a mind of it's own and doesn't work most of the time. However, I'm pretty sure it has something to do with hardware.
2) To direct a message to someone, we use "@" followed by their names. This feature has a mind of it's own and doesn't work most of the time. However, I'm pretty sure it has something to do with hardware.
What problems is the product solving and how is that benefiting you?
1) Organizing and Prioritizing Client tickets
2) SLA Management
3) Ease in offloading service requests to teams that take over the next shift
4) Automated messages when we aren't working at full capacity
5) Screencasts
2) SLA Management
3) Ease in offloading service requests to teams that take over the next shift
4) Automated messages when we aren't working at full capacity
5) Screencasts
Easy to manage and use
What do you like best about the product?
It has been really easy to get started with the tool and we have quite easily received help if needed. I have felt confident to get to know the functionalities of the Suggestion engine and the Automation bot.
Finnish language is a must in our line of business and adding other languages is a plus.
Finnish language is a must in our line of business and adding other languages is a plus.
What do you dislike about the product?
Recently there has been service disruptions and information of a disruption is not always online. Bot could be out of work for some time before it is noticed that there is a failure in the service. Hopefully these can be fixed soonest. The user interface could be more user friendly.
What problems is the product solving and how is that benefiting you?
Efficiency has increased. Bot can reply to many normal questions for customers.
Customer service seems to have scaled to handle the more complex issues.
Customer service seems to have scaled to handle the more complex issues.
The Ultimate chatbot
What do you like best about the product?
Seamless chatbot solution to use with chat. Bots are really easy to train and develop - simple to use and manage. Different kind of bots for different situations, some visible for visitor in different situations, and other to help the chat agent effectiveness. Ultimate.ai is a great partner with elaborate personnel.
What do you dislike about the product?
Not much to complain about. If there has been any issues, these have been fixed in a very reasonable time.
What problems is the product solving and how is that benefiting you?
Eases chat-agents workload by automation, answering questions, directs customers to right place and offers info really fast. Works both ways, chat agents are happy - and customers also.
Great abilities
What do you like best about the product?
I like the search filter as it's so brilliant and offers almost every attribute to make you find what you are looking for easily.
What do you dislike about the product?
The new interface is not so friendly with PCs and when you choose Arabic as your interface language, it's not so compatible.
What problems is the product solving and how is that benefiting you?
We use Zendesk to answer to the customer's inquiries and solve their complaints sent via email and/or app and also raising requests to other departments. Zendesk is so beneficial as it's so reliable, fast, and secure. Zensesk also offers great statistics and analysis.
Recommendations to others considering the product:
Well, Zendesk is an amazing system that would definitely provide whatever you are looking for. Reliable, fast and secure. Consider it!
Easy to use, AI behind the scenes seems to be top-notch
What do you like best about the product?
The user panel is easy to use and real chat data is easy to move to training data. Our complex use case seems to work beyond expectations, I have experience with competitors products and from my personal POV it seems Ultimate.ais AI algorithm is a step ahead at least in our case. Frequent updates is a plus.
What do you dislike about the product?
No tools for handling synonyms (at least yet) .
What problems is the product solving and how is that benefiting you?
Answering a repetitive legal question. 24/7 support for this particular question, as we work mostly office hours and our customers might need our assistance outside office hours, usually really quickly.
The Best HelpDesk Solution
What do you like best about the product?
Every interaction can be sent as an email, which leaves a trail that can be followed in case a new colleague joins in
Chat and Email functionality can be enabled at the same time
Clients can have their own window where they can see their tickets
Chat and Email functionality can be enabled at the same time
Clients can have their own window where they can see their tickets
What do you dislike about the product?
There should be a better way to send final reports to clients when we close out a ticket
The mobile app is good but can use a new interfase and add some functionality
The mobile app is good but can use a new interfase and add some functionality
What problems is the product solving and how is that benefiting you?
The whole of our tech support is being handled with Zendesk, external and internal tickets
When you have every interaction with your clients written in your inbox you can search and make sure that our engineers are doing their best job
When you have every interaction with your clients written in your inbox you can search and make sure that our engineers are doing their best job
Recommendations to others considering the product:
Make sure that your clients accept receiving every communication via email or chat, and that all voice communications will be recorded.
Great Chatbot Solution
What do you like best about the product?
I have been working with Ultimate.ai and their chatbot solution since 2017. The accuracy of the intent recognition model is outstanding even with large amounts of answers like in our bot. Adding new content and training the bot is easy and intuitive. The Ultimate.ai team has also been extremely helpful in setting up the bot, finding best practices for content creation and developing user experience with us. For my organization Ultimate.ai has become a valuable partner rather than just another bot vendor.
What do you dislike about the product?
Reporting and analytics functionalities of the control panel could still be improved. Better visualizing the progression of bot answer rate and discussion volumes per intent over time would be great features.
What problems is the product solving and how is that benefiting you?
We have been able to improve our service levels and make chat customer service better available thanks to the chatbot. Human agents have had more time to focus on more motivating complex issues and sales efforts leaving the simple repetitive questions to the bot.
Good user experience
What do you like best about the product?
Good user experience with the Ultimate dashboard. Great tools for analyzing conversations and user friendly content creation for both automation and suggestion replies. Support team from Ultimate AI are always available and easy to be in touch with. They have provided great support with the the automation and suggestions development.
What do you dislike about the product?
Adding new content to a large automation dialog not that easy afterwards if need to add new flows to an existing dialog.
What problems is the product solving and how is that benefiting you?
24/7 online customer service chatbot and live agent suggestion engine. Benefit of reducing live customer service contacts and reducing handling times with suggestion replies.
Recommendations to others considering the product:
Good services and good support available
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