Zendesk Suite
ZendeskExternal reviews
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Quick Replies
What do you like best about the product?
I like how I'm able to view and organize emails from multiple different people in one spot. I love the Play button. It allows me to easily respond to my emails in a timely manner without manually going back into my inbox to see what's new.
What do you dislike about the product?
I don't like how you have to submit yourself as the assigned rep manually. I wish it was automatic when you claim their first email thread.
What problems is the product solving and how is that benefiting you?
Not missing any emails, replying in a timely manner, making sure that everyone gets a response. My biggest benefit is the Play button, and being able to mass edit multiple tickets at once.
Great chatbot solution and cooperation
What do you like best about the product?
I have worked with Ultimate.ai since 2017 when we set-up our first chatbot. One of the criteria behind our choice was that the chatbot was able to support multiple languages especially Finnish. It was all new to us, but we received good instructions and support from Ultimate throughout the pilot. There was no need for a heavy implementation project.
Creating and fine-tuning content for the chatbot went well and the chatbot pilot met our expectations though the timeline was tight. Even though Ultimate.ai was a new vendor for me, I felt confident that they would do their part. Their team was very agile and focused on the key tasks at hand. Cooperation was smooth and we received replies promptly.
Creating and fine-tuning content for the chatbot went well and the chatbot pilot met our expectations though the timeline was tight. Even though Ultimate.ai was a new vendor for me, I felt confident that they would do their part. Their team was very agile and focused on the key tasks at hand. Cooperation was smooth and we received replies promptly.
What do you dislike about the product?
I have been happy with the cooperation with Ultimate.ai and the platform. Some reporting and analytics functionalities could maybe still be fine-tuned.
What problems is the product solving and how is that benefiting you?
We could still internally better utilize the analytics functionalities to fine-tune our chatbot content. We could also boost the use of predefined answer suggestions for customer service agents during chat conversations.
Chatbot enables us to assist our customers outside the opening hours of our customer service. We can also tackle simple and repetitive customer questions using the chatbot and focus our customer service resources to more complex cases.
Chatbot enables us to assist our customers outside the opening hours of our customer service. We can also tackle simple and repetitive customer questions using the chatbot and focus our customer service resources to more complex cases.
Easy to use and great support from Ultimate AI
What do you like best about the product?
We created our Chatbot together with Dennis Karell and he is the best for sure, always happy and professional and providing us the support we need.
The chatbot is easy to built, it's not rocket science.
The chatbot is easy to built, it's not rocket science.
What do you dislike about the product?
Maybe that you need two different answers depending on the opening hours, it would be "nice to have" if you can build in the same dialog but just change settings in the dialog which answer it will give during "this" time.
What problems is the product solving and how is that benefiting you?
Our chatbot helps us answer our most common questions and gives our customers an easy and fast way to get help.
Works perfectly in our Zendesk ecosystem
What do you like best about the product?
We use Zendesk for our customer support and needed an automation / chatbot tool that could resolve our repetitive tickets. ultimate.ai was really easy to set up in Zendesk and works with a lot of our Zendesk functionalities like tagging and analytics. We added Zendesk Chat as a new channel and use the ultimate.ai chatbot as our first level support. We’re happy with the results and are planning to expand automation to our Zendesk Support for the email tickets coming from our webform.
What do you dislike about the product?
Nothing really! So far everything has been smooth working with ultimate.ai. They are extremely supportive if we have any questions and help share tips on how to increase our deflection and make our conversational experiences better.
What problems is the product solving and how is that benefiting you?
Our chatbot automates almost 40% of all of our Zendesk Chats. It also automatically tags our chats and collects case information which makes managing our support a lot easier. We’re super happy with the product and looking forward to adding email.
Would Recommend
What do you like best about the product?
Very simple to use. It's fully integrated which makes it simple and reduces the number of systems running.
What do you dislike about the product?
Reporting can be a little frustrating. They are working to improve it however its hard to gather some information from one page.
What problems is the product solving and how is that benefiting you?
Reducing the number of systems and making sure the customers get taken care of in a timely manner.
Great solution
What do you like best about the product?
Their dashboard is so intuitive and easy to use. Training the bot is very simple, they also have a feature proposing untrained expressions related to some intent, very helpful.
Excellent Customer service! Team from Ultimate.ai were always there offering the best support and finding proper solutions according to our needs. Working with Ultimate.ai team has been fantastic!
Excellent Customer service! Team from Ultimate.ai were always there offering the best support and finding proper solutions according to our needs. Working with Ultimate.ai team has been fantastic!
What do you dislike about the product?
Changing the current content for an existing dialog, sometimes you have to rebuild the dialogue from the beginning.
What problems is the product solving and how is that benefiting you?
Achieving customer satisfaction has always been the key priority of our business and we are delighted by the results we’ve achieved with ultimate.ai. By implementing customer service automation, were able to decrease wait times in chat and 38.5% of incoming chats are handle by our chatbot without a human agent intervening. Suggested responses help the agents resolve cases faster now.
Easy to read and versatile portal
What do you like best about the product?
I think the pages are easy to navigate and there is a wealth of data regarding the functionality of the content
What do you dislike about the product?
When updating a dialog, it would be more user-friendly if you could start making changes to the top without having to delete the entire dialog. Also it would be nice if the bot had GIFs.
What problems is the product solving and how is that benefiting you?
Bot solves many simple customer problems without burdening customer service with contacts. Also Customer Self-Service has speeded up working in the chat.
Recommendations to others considering the product:
Ultimate.ai is user-friendly environment! The more time you can spent on development, the more it benefits.
My experience with Zendesk
What do you like best about the product?
Zendesk makes it easy to contact customers and follow up with them. It provides great tools to maximize productivity by assessing clearly what tasks need to be prioritized. Metrics like the service level, the ratings, and the number of actioned tickets also allow us to constantly improve and maximize our performance.
What do you dislike about the product?
Unfortunately, the rating system can be a bit difficult to navigate. If a customer were to give a bad rating to a ticket and eventually change their rating to a good one, the metrics and the statistics of the agent will not properly show this change.
What problems is the product solving and how is that benefiting you?
We are able to assist customers faster and prioritize their requests easily. We can ensure good, constant communication with them until the issue is effectively resolved. It allows us to take the pulse of our customers and see how satisfied they are with our policies and processes as well.
Recommendations to others considering the product:
Zendesk is a great way to manage customer service requests in an effective and timely manner. It also allows you to keep track of your performance and workload.
Chatbot solution that is flexible and scalable for business needs
What do you like best about the product?
I have been able to start journey with Ultimate. ai chatbots in 2017 and therefore I have not only seen the power of dialogue based chatbots in use but also the flexibility that to solution provides for organizations. During these three years the technolgy has been implemented with various of different setups, configurations and integrations in our system environment. The easiness of teaching the bot and to see the actual results of it is amazing. Co-operation and commitment from Ultimate.ai side has been great and they truly explain benefits and help organization right from the beginning chatbot journey.
What do you dislike about the product?
There has not been downsides in our co-operation. The reporting side could be enhanced so we could add some key information from our CRM to reporting side of Ultimate. Also it would be nice that bot would gather customer satisfaction as built in solution also in customers chat visitors.
What problems is the product solving and how is that benefiting you?
We have been able to provide our customers during and after our normal customer service opening hours support and help. Our key has also been the help our customer service of handling the repetitive questions by using chatbots. There is also benefits that are still waiting for us to take in fully use for example the bots with different languages and the augment solution to help our agents during chat conversations by giving answer suggestion to customers questions.
Excellent chatbot product for multi-lingual customer service
What do you like best about the product?
Impressive NLP/AI performance, multi-lingual chatbot capabilities, easy-to-use dashboard for chatbot content management and continuous training of the chatbot, and excellent support from the Ultimate.ai team for performance improvement and analysis. The Ultimate team is very agile and did a lot of customisation work for our organisation, which was very helpful in ensuring that the product fit our needs.
What do you dislike about the product?
While I'm generally very happy with Ultimate, there are some potentially useful features that are missing from the product. For example, we had to build and maintain duplicate logic in different dialog flows, and sometimes manual work was needed for doing deep analyses into the performance of the chatbot.
What problems is the product solving and how is that benefiting you?
Volumes of customer care requests are increasing and chat is an expensive channel to handle without any automation. Using Ultimate allowed us to scale up chat and make it a strategically important channel, when a significant share of chat requests can be automatically handled by the Ultimate.ai chatbot.
Recommendations to others considering the product:
Whenever you are considering implementing a customer care chatbot with Ultimate or any other provider, make sure you have a solid business case as well as resources on your side to figure out how the chatbot should handle different requests, as well as engineering resources to manage the necessary integrations. Ultimate can provide the software that allows you to build excellent chatbots, but you need to have the resources on your side to manage how those bots handle your business, as you are the expert on that.
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