Zendesk Suite
ZendeskExternal reviews
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5 years experience of working with Zendesk.
What do you like best about the product?
Most of our needs are covered by our current plan in Zendesk. The most useful features for building a comfortable workflow for our agents and more prompt answers for our customers. Working with Explore has become more convenient in comparison to Insight. Also, we have integrated Zendesk HelpCenter, which works not only as an external FAQ for our customers but as an internal one for the agents as well. And you will never guess that it is the Zendesk website - HelpCenter was easily customized according to our brand.
What do you dislike about the product?
Sometimes more clarify would be super useful (like log files). Some features like the clients' ability to rate chats in the mobile application on their own (without an agent sending a request) have been requested long ago but are still in development, which upsets. Zendesk is a sophisticated system, and because of it, it is not easy to implement some features quickly.
What problems is the product solving and how is that benefiting you?
With Zendesk we communicate with our clients in chats and tickets. Automatization of several mundane processes made our life easier - working with triggers and automations is super cool. Also, we love the possibility to integrate our own applications to Zendesk Support or use Zendesk-built apps like Knowledge Base Search or Knowledge Capture App.
Also, our HelpCenter built with Zendesk Guide is our savior - without it, the amount of workload would be unbearable, and with it, our clients have the possibility for self-help.
Also, our HelpCenter built with Zendesk Guide is our savior - without it, the amount of workload would be unbearable, and with it, our clients have the possibility for self-help.
Recommendations to others considering the product:
I suppose one of the advantages of Zendesk is their Success team. We were lucky to have one Success manager (Daria Kolobova) who was really attentive to our needs. So, Zendesk will be ready to listen to your demands and try to implement the solutions, though sometimes maybe not as fast as it is preferred.
Great system that makes it easy to take the busy work out of supporting our customers
What do you like best about the product?
The ability to create a number of automations and triggers to help with assigning tickets and sending notifications to customers without the team having to manually review all tickets. Since implementing Zendesk we have seen a heavy increase in our Customer Satisfaction rating and a big improvement in our response times.
What do you dislike about the product?
There are some great features that have some odd limitations. Not being able to bulk update group memberships via CSV but being able to bulk update users/organizations through this method.
What problems is the product solving and how is that benefiting you?
We originally had an in house system that had no tie in to any of our other support channels. This system required a lot of manual work to ensure the correct information was present on the ticket etc. With the Suite, we have all of our support channels in the same system which means the support engineers have to switch between windows less and allows them to concentrate more on helping the customer.
Recommendations to others considering the product:
Take your time with setting everything up and plan it out
Sophisticated System
What do you like best about the product?
I love how easily each Zendesk instance can be personalized. You can create triggers, automations, groups, views, etc, depending on what your company needs and what kind of support requests you are addressing. This helps make agents more efficient and ultimately gets our customers faster responses and resolution times.
It's also very rare that we experience bugs. If we do, they're always addressed effectively and efficiently. I love that Zendesk has their own chat feature, so their customers can reach out for quick help and answers.
It's also very rare that we experience bugs. If we do, they're always addressed effectively and efficiently. I love that Zendesk has their own chat feature, so their customers can reach out for quick help and answers.
What do you dislike about the product?
Because there are so many possible different customizations, it can make managing Zendesk complicated. I am a relatively new admin, so it could just be a learning curve! But there are so many intricacies to be aware of.
What problems is the product solving and how is that benefiting you?
We have different types of agents on our Support Team and have set up multiple Groups and Views for these agents. Then, we set up triggers and automations to route the appropriate tickets to their corresponding agents. This helps save time routing tickets to specific agents from a general queue manually - they'll instead go straight to the correct agent.
We also have lots of macros set up to help agents answer common questions quickly and without much effort.
Having chat also enables our customers to reach out and get help quicker than if they were to email and create a ticket instead. Assisting customers in real-time generally produces faster resolution times and happier customers.
We also have ticket fields configured so that agents can select what topic customers are reaching out about. This allows us to generate reports on specific topics and see what issues our customers are commonly facing, how often they're reaching out about the same thing, or what kind of FAQs we're answering. In turn, we can create Help Center articles as resources, clarify confusion with in-app notifications, build new features, improve existing features, etc.
We also have lots of macros set up to help agents answer common questions quickly and without much effort.
Having chat also enables our customers to reach out and get help quicker than if they were to email and create a ticket instead. Assisting customers in real-time generally produces faster resolution times and happier customers.
We also have ticket fields configured so that agents can select what topic customers are reaching out about. This allows us to generate reports on specific topics and see what issues our customers are commonly facing, how often they're reaching out about the same thing, or what kind of FAQs we're answering. In turn, we can create Help Center articles as resources, clarify confusion with in-app notifications, build new features, improve existing features, etc.
Recommendations to others considering the product:
I recommend using the Help Center and taking any courses you can to learn about the tool! There are so many features to utilize - taking a structured course helps organize your instance and make the most of it.
100% WOULD RECOMMEND
What do you like best about the product?
The available reports have helped is to focus on what matters in the customer experience.
The views are awesome to organize workflows.
The views are awesome to organize workflows.
What do you dislike about the product?
Nothing to be honest, the product and the support afterwards is really good
What problems is the product solving and how is that benefiting you?
We are centralizing all of our customer requests through Zendesk, it has helped with more than 5 teams workflows and efficiency
Great product, brilliant support!
What do you like best about the product?
the user-friendliness, and the availability of the support agents.
What do you dislike about the product?
the plans are not very clear making it hard to understand what you need to get what you want.
What problems is the product solving and how is that benefiting you?
Customer service needs.
You can make it what you want it to be
What do you like best about the product?
Zendesk allows us to support our customers in the way our customers want to be supported. They have created a platform that is comprehensive and simple at the same time. I have used Zendesk at multiple workplaces, and each implementation was unique and effective. The creation of Zendesk Suite makes billing more straightforward, and getting additional features for a minimal increase is worth it.
What do you dislike about the product?
Zendesk has a habit of adding enhancements that take away previous functionality. It's hit or miss if it will ever come back. This seems to be an overall strategy as it's happened in Support, Guide, and reporting.
What problems is the product solving and how is that benefiting you?
We utilize multiple channels to support our business users and end users. The Help Center is a great tool for self service, but even better is the Web Widget which allows us to provide contextual help within our own app.
Automations and Triggers are powerful to take the burden off of agents and managers by putting tickets where they should go and completing repetative tasks automatically.
Zendesk's API is also a great tool to take things to the next level to accomplish something for a specific business use case that doesn't fit into their normal configurations.
Automations and Triggers are powerful to take the burden off of agents and managers by putting tickets where they should go and completing repetative tasks automatically.
Zendesk's API is also a great tool to take things to the next level to accomplish something for a specific business use case that doesn't fit into their normal configurations.
Why Zendesk rocks.
What do you like best about the product?
Zendesk CHAT support is just awesome and it makes it so much easier to navigate through new functions and features.
What do you dislike about the product?
The basic plans are really basic. The functionality becomes questionable
What problems is the product solving and how is that benefiting you?
Post-COVID customer support is a paradigm shift. Zendesk is ahead of that curve.
Recommendations to others considering the product:
Try. Compare. Stay.
Zendesk Support Suite
What do you like best about the product?
It puts all concerns from our customer touchpoints in one view for our agents to see.
What do you dislike about the product?
None. Since we availed of the Explore Suite, which addressed our concerns about data and insights.
What problems is the product solving and how is that benefiting you?
Customer complaints and communications
Recommendations to others considering the product:
Better to coordinate directly with the country managers for Zendesk so you can get better after sales support.
Full Featured Customer Support Suite With a World Class Support Team
What do you like best about the product?
The Zendesk Suite provides our team with an excellent & easy platform to integrate into our website so that we can serve our customers efficiently as well and conveniently. With the added self serving features like AnswerBot, we steadily deflect tickets but keep customers happy with the speed of resolution with their inquiries as well. For account owners or administrators, it's very accessible to contact Zendesk's customer support if I have any trouble with setting up any features and the Zendesk account managers are always ready to help very swiftly.
What do you dislike about the product?
Some features can be improved such as social media integrations with Facebook and a request to add integrations with Instagram as well.
What problems is the product solving and how is that benefiting you?
With Zendesk, we are able to provide our customers with fast and reliable customer service and keep them in the loop every step of the way and most importantly build brand trust.
GREAT SERVICE, QUICK AND EASY
What do you like best about the product?
SERVICE WAS QUICK ON THE CHAT. AND WAS ABLE TO HELP
What do you dislike about the product?
WISH THERE WAS A SOLUTION TO CUSTOMIZE THE APP MORE.
What problems is the product solving and how is that benefiting you?
WE ARE STREAMLINING THE COMMUNICATION WITH OUR CUSTOMERS. THEY LOVE IT AND IT HAS ALREADY PAID FOR ITSELF
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