Zendesk Suite
ZendeskExternal reviews
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Great partner
What do you like best about the product?
The combination of the suggestion engine and automation allows us to leverage the experience of our agents to improve the bot in each interaction. The true value however lies the partnership with Ultimate who helped us implement and deploy a bot within 8 weeks. I'm truly excited to see where this will take us.
What do you dislike about the product?
There's not much to dislike. As these solutions go, we are still in early days and there are opportunities to improve but we are quite happy.
What problems is the product solving and how is that benefiting you?
Ultimate.ai handles a lot of common requests, leaving our agents available to help customers with more complex matters. We have seen a substantial drop in calls pertaining to specific topics and are quite satisfied with the results so far.
Recommendations to others considering the product:
Talk to existing customers
Perfect marriage of Zendesk and AI
What do you like best about the product?
We were super impressed with ultimate.ai from the first meeting to today’s fantastic results. As Zendesk is a core part of our support organization, we were looking for a provider that integrates seamlessly with Zendesk and can do more than automate FAQs. Today we automate complex end to end conversations and processes, categorize tickets and help our agents navigate through their daily chats. With ultimate.ai we also measure CSAT closely and they are constantly helping us not just automate but also improve the customer experience.
What do you dislike about the product?
Nothing so far! Everything seems pretty good.
What problems is the product solving and how is that benefiting you?
Chat automation, suggesting answers for agents, Zendesk Support ticket categorization and routing. We’ve been able to resolve over 40% of our cases automatically (and I mean resolve, not deflect!).
Recommendations to others considering the product:
Absolutely recommend using ultimate.ai. Especially if you are a Zendesk user and need to handle multiple markets and languages, ultimate.ai is your partner in crime!
Get better customer support in an automated way with Zendesk support suite.
What do you like best about the product?
Initiatively, we can describe Zendesk as quite useful software in terms of the internal notes that it offers to any company that uses this support system on its platform, and the parallel conversations, taking into account that it organizes problems with this particularity, addressing the problems presented in a fast and effective way, causing a satisfaction to each one of the users who require a request for help, depending on the theme of the various different companies, I love this customer support service because of its great complexity.
What do you dislike about the product?
What will happen with a response can be confusing, since often Zendesk users send a response to more people than expected, congesting a severe problem, since they receive information that is meaningless and different from the situations that are They present to the clients of a company on their general platform, mentioning that communications through email can be very overwhelming with the amount of information on the page.
What problems is the product solving and how is that benefiting you?
Zendesk is used by specific departments in my company, since the use of this software has optimized clear and direct types in my organization with respect to support requests, solving the inconveniences that are presented to our users in the digital platform of an automatic and effective way, providing compliance to each one of these, allowing us to maintain a quality service with customers, since it integrates all the communication channels used by the company.
Recommendations to others considering the product:
This software allows us to reduce the time physically spent on our clients in a virtual way, since it offers it digitally and automatically in order to dedicate ourselves more to sales, knowing that Zendesk is there to solve the problems of each of the users in some way. platform, the multi-channel annex allows us to take into account our entire website, social networks, and communication by email in one place, thus providing better support for buyers, being a highly recommended tool in this aspect of support for.
Zendesk use
What do you like best about the product?
The easy navigation and the stats there to see daily so you can work through the day on improving your time
What do you dislike about the product?
I actually have no dislikes with Zendesk at all
What problems is the product solving and how is that benefiting you?
transferring to another department is very easy to do. I haven't experienced any problems with Zendesk
Recommendations to others considering the product:
It's the easiest service to use for calls and chats I love it.
Zendesk is a great ticketing tool.
What do you like best about the product?
The simplicity of the tool itself. It is easy to use. You can handle many ticket support at the same time. You can see the support tickets, from unanswered ones to the responses of other agents.
What do you dislike about the product?
You will see unanswered tickets, responses from other agents, and other things. It is not easy on the eyes. It makes it difficult to maneuver the tool. There should be a space for the unanswered tickets, space for the responses, space for the other messages, etc.
What problems is the product solving and how is that benefiting you?
I am solving transportation concerns and unapproved documents of our drivers.
Easy to navigate lots of integrations
What do you like best about the product?
I love the macros that can be created. Tags can be used. So many automation options.
What do you dislike about the product?
Sometimes, in play mode CS reps will "bump" into each other. Not a huge issue but it can be annoying at times if you are not double checking to make sure someone else is not logged in the same ticket.
What problems is the product solving and how is that benefiting you?
Quality issues and customer support issues. Zendesk helps make things faster.
Recommendations to others considering the product:
I highly recommend Zendesk. It has everything you need for proactive customer support.
Great CRM to use for smaller businesses
What do you like best about the product?
I liked the ability to search for tickets previously resolved and organize resolutions based on the history provided. I also like the chat features in Zendesk which allows a team to be able to handle issues with clients if phone support is not available.
What do you dislike about the product?
Not much about Zendesk we didn't like. It provided exactly what we needed and what we were looking for.
What problems is the product solving and how is that benefiting you?
We are solving issues like customer turn around time. We strive for quick responses and fast solutions to issues. The ability to integrate JIRA and Slack to Zendesk gives us the ability to share information quickly and efficiently.
Great system to manage custom support
What do you like best about the product?
Ability to manage internal and external communication
Ability to review tickets for other team members in the team
Integration with other platforms such as Harvest to monitor time spent per ticket
Ability to review tickets for other team members in the team
Integration with other platforms such as Harvest to monitor time spent per ticket
What do you dislike about the product?
Reports don't always show all data so you have to export to review
What problems is the product solving and how is that benefiting you?
We use it as internal as well as external communication with clients.
Great Tool
What do you like best about the product?
I love the functionality of the chat. I truly love how easy the platform is.
What do you dislike about the product?
I truly have no dislikes about Zendesk. It is truly a great program.
What problems is the product solving and how is that benefiting you?
I am solving customers's call and chat inquiries. It is truly beneficial to be able to organize my case and speak with the customer all within the same platform.
Recommendations to others considering the product:
Take the time to look around and enjoy the platform. It is easy to learn.
Great communication tool
What do you like best about the product?
You are able to communicate with customers without having to send long emails
What do you dislike about the product?
Nothing to be honest, it is a great platform i used for livechat purposes
What problems is the product solving and how is that benefiting you?
Able to communicate with customers using Livechat
Recommendations to others considering the product:
A way to go while dealing with customers
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