Zendesk Suite
ZendeskExternal reviews
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Everything in one place!
What do you like best about the product?
I like that we are able to access everything in the Suite...Talk, Chat, Support, Guide and Explore.
What do you dislike about the product?
Creating Explore queries can be a bit of a challenge, and getting all of the data OUT of explore and into a spreadsheet (where we need it for our reporting to Leadership) is a super manual process.
What problems is the product solving and how is that benefiting you?
The team is able to switch back and forth chatting and handling tickets, because everything is all in the agent workspace.
Zendesk is my choice for consistently great customer experiences
What do you like best about the product?
A customer and user for almost 10 years, Zendesk continues to evolve around making it easier for agents to provide a superior customer experience. Adding channels of contact, but keeping the customer facing processes easy to use has been not only great, but the rule. And the training and networking opportunities have been so incredibly valuable personally and professionally. I found my empathy again through the trainings atRelate and the other workshops and product reveals. I have been shown other products, but Zendesk has no rival when it comes to the simplicity of the conversation- just a few clicks at a great price.
What do you dislike about the product?
Can't say I dislike anything. It's been such a great experience.
What problems is the product solving and how is that benefiting you?
My team, small though it is, has many ways to communicate with customers and our diverse, distributed teams.
Recommendations to others considering the product:
It's the best for communicating with customers.
Amazing
What do you like best about the product?
During this difficult time of the Pandemic, Zendesk Support Suite has been amazing! I've had the opportunity to learn so much from webinars that were offered. I have been able to search, read, and learn so much. I feel like I have a whole built in community where I can go for support and learning.
What do you dislike about the product?
Nothing - honestly this is one of the most helpful & easy to use programs every.
What problems is the product solving and how is that benefiting you?
For myself, I'm fairly new to Zendesk, and I have been able to use Zendesk Support Suite to learn so much. I have been able to really learn what all I can do in Zendesk to make my team more efficient. I didn't realize how helpful it would be.
Recommendations to others considering the product:
Do it! You definitely will not regret using Zendesk!
Review of Zendesk Support Suite
What do you like best about the product?
Wide array of APIs for integration and customization - we connect to Zendesk via custom Slack bots, Python scripts and other external / automated solutions.
Strong customer-centric support / advocate team - Zendesk's team is proactive and meets with our team regularly to ensure our success
Combination of WYSIWYG and HTML Knowledge Base article editor - this increased the amount of users publishing articles since our old Support solution required HTML skills.
Strong customer-centric support / advocate team - Zendesk's team is proactive and meets with our team regularly to ensure our success
Combination of WYSIWYG and HTML Knowledge Base article editor - this increased the amount of users publishing articles since our old Support solution required HTML skills.
What do you dislike about the product?
Some basic Help Center metrics aren't available out of the box, such as Community/Guide views by Topic. This seems to be in progress as part of the Knowledge Base early access program, which will likely expand to Community/Guide in the future.
What problems is the product solving and how is that benefiting you?
- Greatly increased Knowledge Base presence
- Strong SEO within Knowledge Base establishes our articles as top external search results
- Establishment of a user forum (Community)
- Decreased inbound support tickets
- Strong SEO within Knowledge Base establishes our articles as top external search results
- Establishment of a user forum (Community)
- Decreased inbound support tickets
Recommendations to others considering the product:
An agile approach to Help Center rollout helps significantly. We rolled out with very few Knowledge Base articles and a very small Community, looked into what users used and didn't use and continued rolling out from there. Since then, we have orders of magnitudes more Knowledge Base articles and significant increases in Community usage.
Highly configurable all in one help pages and support suite!
What do you like best about the product?
I love the ability to leverage the help pages both for customers and agents. Even better I can have separate branded help pages and help pages only agents can see.
What do you dislike about the product?
The metrics are more for a large support center and agent productivity whereas I am really looking to measure the customer experience.
What problems is the product solving and how is that benefiting you?
As a growing company we were looking to for a way to leverage a knowledgebase to be able to bring on agents quickly.
Recommendations to others considering the product:
ZenDesk suite is highly configurable, especially Guide. If you are looking for something other than out of the box pages be prepared to spend the time not just once but as the product is updated.
Zendesk is the premiere customer service center.
What do you like best about the product?
It's just a one stop shop for customer service for my company. We get to have everything we want, and users get to have everything they want. It works well and rarely has any problems.
What do you dislike about the product?
Nothing actually! I think sometimes looking up and adding users can be frustrating, its UX could use some work, but it's not bad.
What problems is the product solving and how is that benefiting you?
Our customer tickets--we get about 200 a day.
Recommendations to others considering the product:
The best system to use for emails, could do better at talking to companies thriving with it.
ZenDesk Support is GREAT!
What do you like best about the product?
Easy to use and navigate around, our users love it.
What do you dislike about the product?
Nothing, all good. Keep improving it and we will continue to use it.
What problems is the product solving and how is that benefiting you?
Our users can find answers to their question just by typing couple of keyword.
Recommendations to others considering the product:
We spent quite a long time in researching and finding the best tool for our Support Team (30 people). Zendesk is the ONE!
Flexible Application Platform for Customer Support
What do you like best about the product?
Zendesk's Support Suite provides significant flexibility to ensure customer support threads are able to be centrally managed with ability to integrate to unlimited internal and external resources/apps. It also provides a great customer-facing platform to provide self-service answers and reduce support case volume and related costs.
What do you dislike about the product?
Like many software solutions, there are limitations so product gaps are expected. Where I'd like to see improvements is with their API platform to provide more granular permissions sets to ensure that security review of third-party applications can proceed without interference. A third-party application may only need to receive statistical information and not have full access to the customer/agent dialogue.
What problems is the product solving and how is that benefiting you?
Single platform for customer support that is secure and auditable. Reduces and removes friction points that make for a more efficient agent and customer experience.
Recommendations to others considering the product:
Zendesk is not an ITSM solution and doesn't bill itself as such though you can fit ITIL concepts into the platform to make it work for your purposes if that's a requirement.
Customer Support & Success Made Easy, Efficient, & Reliable
What do you like best about the product?
Ticket, chat, and phone call management are all made very easy with Zendesk. I can efficiently track customer support agent activity (including my own) and engagement with this tool.
What do you dislike about the product?
The only downside is the Zendesk Chat offline messaging feature. I wish the chat became an active ticket in Zendesk Support rather than an offline chat message that can't be directly responded to.
What problems is the product solving and how is that benefiting you?
We are able to manage tickets and analytics with Zendesk Support, which is very helpful.
Effective
What do you like best about the product?
email channel, phone number and chat bot
What do you dislike about the product?
User Interface, iPad application and User XP
What problems is the product solving and how is that benefiting you?
Customer support
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