Zendesk Suite
ZendeskExternal reviews
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Great basic software to communicate with customers
What do you like best about the product?
Zendesk is highly customizable and easy to tailor to your company's needs. The views, triggers, and automations make it easy to control your team's workflow and priorities.
What do you dislike about the product?
Sometimes the "Talk" connection can be spotty. At times it is difficult to hear people, there is a delay, or it cuts out. Also the WhatsApp and chat tools/notifications need improvement.
What problems is the product solving and how is that benefiting you?
Prioritization and organization have been solved by using zendesk it is easy to control what our team works on first.
Support suite to have conversation with customers on any platform.
What do you like best about the product?
Zendesk makes it simple to contact customers and catch up with them. The UI is easy to understand, perfect and straightforward it gives incredible devices to augment profitability by surveying unmistakably what undertakings should be organized. Measurements like the administration level, the appraisals, and the quantity of actioned tickets additionally permit to continually improve and expand our presentation. Zendesk has a completely modify capable interface that is anything but difficult to become acclimated to. Highlight of Zendesk is the capacity consolidate and direct tickets with different organizations utilizing Zendesk. The back end the executive’s framework is incredibly easy to understand and takes practically zero past preparing to sort out. Zendesk offers significant level of customization as help group scales and serves various nations and socioeconomics, and steady advancement of added apparatuses to improve the client experience, for example, Guide, Gather, dynamic content, languages etc.
What do you dislike about the product?
The interface has gotten less instinctive over the long run and administrator the executives. Restricted reconciliations; while Zendesk's legitimate usefulness is significant, the impediments on coordinating whatever else can be restricting in usefulness. Absence of a comprehensive rundown of languages to help. For the front end client there is an absence of perceivability and straightforwardness to what status their ticket is in until the assigned back end client reacts. Using the "@" symbol to address another colleague or attempt to stand out enough to be noticed doesn't work at times. It doesn't empower to alter answer whenever it is conveyed. Format framework is extremely restricted, needed to set up custom Programming interface etc. for menus.
What problems is the product solving and how is that benefiting you?
Zendesk is sufficient of an industry-pioneer that it's anything but difficult to track down data about how to utilize it. The ticket tracking/management tools are genuinely far reaching Zendesk uphold suite offers an across the board, from visit, telephone, and email across the board place. Zendesk is an ideal customer administration arrangement that keeps everything in once place. The Zendesk stage takes into account to answer customer administration tickets straightforwardly inside the stage, see the status of the ticket, and send criticism reviews automatically. The interior notes include helps remain coordinated and it effectively interfaces with Salesforce.
Made our HR email so much better
What do you like best about the product?
The ability to have a shared inbox, and the ability to see who is working on what. During remote work, this was imperative, not being in the same room as my coworkers.
What do you dislike about the product?
I cannot see who is copied on Zendesk tickets when they come into my Outlook email.
What problems is the product solving and how is that benefiting you?
We don’t always have the ability to communicate who is working on what. We can easily see who is looking at what emails and can also assign them to each other based on the subject
Fantastic, adaptable & a pleasure to work with
What do you like best about the product?
The customer service we've received by our account managers has been fantastic - really hands on and willing to help us in the way we want. The dashboard is really easy to understand and the way the system works actually really intuitive once you understand the terminology.
What do you dislike about the product?
Not being able to add in messages early in a dialogue once the dialogue is created and ability to monitor "false positives" where the bot hasn't quite understood so that we can improve.
What problems is the product solving and how is that benefiting you?
Serving customers out of hours and abroad, particularly questions where the answer is always the same or the information is readily available.
Great fun to work with the team at Ultimate AI
What do you like best about the product?
The product is great, but the best bit is genuinely the ease of working with the team. Nothing is too much trouble. It's been a joy.
What do you dislike about the product?
I think if Ultimate.ai, as is the case with most companies, could make the process of managing their service friendly to people of all skill levels that would help. I'd love to give the team more responsibility in updating and developing the bot but they would be a little daunted by look and feel of the back office system - but that's not a criticism of Ultimate.ai, just an observation of where I think tech solutions are at currently.
In fairness to Ultimate.ai, their back office is the simplest and most intuitive i've used in a long time!
In fairness to Ultimate.ai, their back office is the simplest and most intuitive i've used in a long time!
What problems is the product solving and how is that benefiting you?
Contact Volumes and unnecessary time and effort being spent by our customers.
Recommendations to others considering the product:
I chose Ultimate.ai due to it's language capabilities and ease of dealing with them. Other bot companies talked at me, trying to tell me what I needed rather than asking me what I wanted. I found the whole process with Ultimate.ai really easy.
A great team & service support experience!
What do you like best about the product?
The platform is continually improving, and the Ultimate Team is receptive and reactive to feedback and issues.
What do you dislike about the product?
It would be helpful if the typing window is larger in the dialogue building, as it currently is it is difficult to type/edit in that window.
What problems is the product solving and how is that benefiting you?
We have used the product to create a chatbot to assist with our online customer service and have so far had a very positive rate of deflection. This has been incredibly important during covid given the volume of requests we were receiving during the summer months,
Recommendations to others considering the product:
They have a great service and team. Still have improvements to be made with some features, but the team is friendly, open to suggestions, and available.
Great product and service
What do you like best about the product?
The solution has been great for our business so far and helped us improve on a number of important metrics. In terms of service, the team at Ultimate are incredibly friendly, professional and knowledgeable and are always on hand to help.
What do you dislike about the product?
There is a bit of a steep learning curve when initially beginning to use the product, but it is quickly gotten over with their support and guidance.
What problems is the product solving and how is that benefiting you?
We are able to triage inbound customer contacts, gathering important information and trying to resolve without the help of a human agent. This has had a really positive impact on team capacity and first response time.
Zendesk lives up to its value and is an all encompassing software for all your CS needs
What do you like best about the product?
I like the ability to make multiple customizations to the product based on my team's needs and our company's evolving practices.
What do you dislike about the product?
I do wish the reporting was more user-friendly. Such as being able to download and analyze macro usage.
What problems is the product solving and how is that benefiting you?
We are solving the problem of SLAA time and customer satisfaction. With ZenDesk we are able to track satisfaction through surveys and we are also able to stay ahead of trends with the ability to tag tickets.
Recommendations to others considering the product:
If you need to contact support, make sure to try and find user-forums first as you may find some great information there.
Application specialist
What do you like best about the product?
Simplest, the user interface that it's easy to use and user friendly with reporting tools etc. You do not need to be an expert or have years of experience with chatbot when you use it first time as tool, it's very intuitive.
What do you dislike about the product?
The logic to create intent and with its different ways to ask questions (expression) with one answer. This should be handled with more "AI" like, such as, identify the variation of the words or sentences.
Now we just need to manually submit/input all different ways to express the possibility of how user may ask questions and based on that how bot can handled them.
Now we just need to manually submit/input all different ways to express the possibility of how user may ask questions and based on that how bot can handled them.
What problems is the product solving and how is that benefiting you?
When installing the bot to the chat platform and its performance due the fact it's not only ultimate.ai problem as there are many variable factors.
Recommendations to others considering the product:
Easy to setup and use. Additionally, ultimate.ai most likely meet the most of the requirements of the users/use cases.
Thorough ticket tracking
What do you like best about the product?
Zendesk is enough of an industry-leader that it's easy to find information about how to use it. The ticket tracking/management tools are fairly comprehensive. The functionality is very comparable to its competitors; all your normal ticketing needs are covered.
What do you dislike about the product?
Limited integrations; while Zendesk's official functionality is substantial, the limitations on integrating anything else can be limiting in functionality. If Zendesk will be your primary client contact point, this may be less of an issue, but if you're trying to use Zendesk in conjunction with other CRM tools, be sure to check for integration options.
What problems is the product solving and how is that benefiting you?
Customer support management; Zendesk, as with any ticketing platform, allows a single contact point for the client to access any support resources needed. It was a great tool for us to use to streamline client support.
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