Zendesk Suite
ZendeskExternal reviews
6,516 reviews
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Great platform to automate customer service
What do you like best about the product?
The platform is great: powerful AI, useful analytics dashboards, and the dialogue builder easy to use. In our meetings, the ultimate.ai staff has gone the extra mile to know our customer needs. We are happy with the service and platform so far.
What do you dislike about the product?
So far we've only encountered a few minor glitches/missing features that can easily be fixed/added.
What problems is the product solving and how is that benefiting you?
We've only been using ultimate.ai for a short time, but we've already seen a benefit to our customer service.
Our most efficient customer service agent
What do you like best about the product?
Easy to start using; no need for long deployment projects.
Seamless integration to our customer service platform.
Great support from Ultimate.ai's professional and enthusiastic team.
Intuitive and easy-to-use admin panel > transparency.
Multi-language, especially Finnish language is a big plus.
AI actually learns all the time!
Seamless integration to our customer service platform.
Great support from Ultimate.ai's professional and enthusiastic team.
Intuitive and easy-to-use admin panel > transparency.
Multi-language, especially Finnish language is a big plus.
AI actually learns all the time!
What do you dislike about the product?
Some occasional service disruptions.
The user interface for building dialog could be a bit more user friendly, e.g. bigger.
The user interface for building dialog could be a bit more user friendly, e.g. bigger.
What problems is the product solving and how is that benefiting you?
Increase in efficiency
Unlimited number of simultaneous conversations (very handy in exceptional situations when all customer service channels are congested, e.g. COVID19)
Improved people experience when agents can concentrate on more complex issues
Shorter wait times and chat duration + unified quality > improved customer experience
Enables shift from phone to chat > Savings opportunity
Unlimited number of simultaneous conversations (very handy in exceptional situations when all customer service channels are congested, e.g. COVID19)
Improved people experience when agents can concentrate on more complex issues
Shorter wait times and chat duration + unified quality > improved customer experience
Enables shift from phone to chat > Savings opportunity
Chatbot solution for easy content management
What do you like best about the product?
The ultimate.ai team to support the business through your chatbot journey is very professional. They share their experience openly, which helps you to develop your own chatbot journey. They have been offering help to benchmark other business's experiences, which is good when you are starting your journey.
The content is easy to manage, and you can very easily check on-line through dashboard the reports how your bot is performing.
The content is easy to manage, and you can very easily check on-line through dashboard the reports how your bot is performing.
What do you dislike about the product?
In the beginning we had to build multiple bots to manage work queues, but this is now solved.
What problems is the product solving and how is that benefiting you?
The chatbot solution has given us a chance to provide 24/7 service to our customers, fast and robust way to update the content when needed.
The tool itself is easy to manage and teach to any new content owners needed instead of needing to be find technically capable personnel.
The language support is also super.
As a team, the development team owns can-do attitude and is always willing to help.
The tool itself is easy to manage and teach to any new content owners needed instead of needing to be find technically capable personnel.
The language support is also super.
As a team, the development team owns can-do attitude and is always willing to help.
Good work platform
What do you like best about the product?
There's a lot of things about zendesk that are great for example it is a great way to work it helps you in your daily job. It is a great way to manage or take control of how you work because you can use it with Ujet and you can change from available to unavailable to meal, break, and training or meeting. All of the things you need to get and to look for your customer's account and batches or tickets I use it daily for my job it is a really essential tool to use and it is a very necessary site in order to get my work done and do it properly. I really enjoy working with zendesk and having it help me to get my job done and have it done in order while it takes care of my accounts.
What do you dislike about the product?
There's some things that do need improvement, for example, sometimes it crashes and takes a while to restart or the fact that sometimes maybe for privacy issues it kicked you out of the site. What I think that it should really improve on is that sometimes other agents steal tickets by assigning them to there selfs and making you lose a few of your tickets and by losing tickets you get less bonus from your job. I think that would be the only point that needs to improve.
What problems is the product solving and how is that benefiting you?
I am working with the program in my home office job at Atento and I do use other programs with it. The benefit that it has is that it helps you manage your work with your tickets and it allows you to keep track of everything. Also, it gives you notifications if something is wrong or if something changes within the system or your account.
Recommendations to others considering the product:
One recommendation is that is to learn the system to check it out first so that you have an advantage over the system.
Great Support Solution that is very easy to deploy and use
What do you like best about the product?
The solution is very easy to use and easy to deploy. We were able to launch this is 30 days. Great implementation support.
What do you dislike about the product?
Nothing really as they continue to make strides with the omnichannel approach to support
What problems is the product solving and how is that benefiting you?
1. Increased customer satisfaction
2. Self-help options for our customers
3. Operational efficiencies
2. Self-help options for our customers
3. Operational efficiencies
Recommendations to others considering the product:
Think deeply about your operations and processes. Possible changes may be needed in your workflow to streamline the solution.
Great user experience
What do you like best about the product?
Using the tool is very simple and straightforward, no need to be tech-expert. I like the feature 'labels' to spot possible new intents.
What do you dislike about the product?
There are sometimes bugs (as with any other software) which are very quickly noted and fixed. Overall I'm really pleased with ultimate AI.
What problems is the product solving and how is that benefiting you?
AI is a great tool for answering simple, frequently asked questions that aren't complex, so the AI has saved a lot of money and resources from customer service by freeing agents' time to things that require feelings and human touch. Customers are being served better.
Ultimate's Bot - easy to manage
What do you like best about the product?
Bot's content is easy to manage and a training of the bot is effortless. New features will be updated regularly.
They have a feature where AI automatically propose untrained messages related to some intent. I really like that.
Fast usability. Training data moves straight to the end user's production.
They have a feature where AI automatically propose untrained messages related to some intent. I really like that.
Fast usability. Training data moves straight to the end user's production.
What do you dislike about the product?
Actually not worth mentioning. Some small bugs but those will be tackled after reported.
What problems is the product solving and how is that benefiting you?
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"An efficient live chat software
What do you like best about the product?
Zendesk Chat provides better service for our customers to respond to their queries and it enables us to use macros for mostly asked questions. The implementation is very easy and It helps in gathering leads which grows sales. It works well with mobile as well the overall application is user-friendly because its very simple to use even new users can easily grip on all of its features. It connect us with customers in real-time and let me discuss about product features.
What do you dislike about the product?
It does not enable you to edit your reply once it is delivered and another dislike in this application is that it is quite expensive as compared to other alternatives. They don't provide network monitoring and there is no work area morning, so need more updates to solve these issues fir better experience.
What problems is the product solving and how is that benefiting you?
Zendesk Chat platform is well suited for small size business who needs great chat features as our company is using this platform to provide quick support to our customers and it helped us a lot in building good and strong relationships with new customers and Pre-Chat features let me help to contact with customer before starting a chat. Sending attachments is another best opportunity for us and I can send any format of files to my clients.
Impossible not to love Zendesk!
What do you like best about the product?
The best part of Zendesk is that there is a centralized system for answering customer requests and there is a ticket number assigned to each request which makes it super easy to keep track of who has been helped and who has not. I also like that it provides you with an option to "tag" requests and make rules so that it can get sent to the appropriate support member and the appropriate department.
What do you dislike about the product?
There is a lot of training involved with Zendesk for employees that have never used it before. There is also a pretty complicated and detailed process for implementing it in the first place. However, in my experience, Zendesk has always been very helpful and able to fix any problems that arise. Probably because they have a great system for their support management ;-)
What problems is the product solving and how is that benefiting you?
Anyone who has ever been in customer service knows that when several emails come in and several customers email you several times, it can get messy and your inbox gets cluttered which leads to lost messages and no response to customer emails. That is one of the worst things that can happen in this day and age. So, we implemented Zendesk and since we have not had any problems - customer satisfaction is through the roof! My personal theory is that this is because customers get a "receipt" and a ticket number when sending in a support message, and that makes them feel as if they don't have to worry about their message getting lost or if it was ever sent at all.
Recommendations to others considering the product:
I recommend looking at how your company handles customer service requests and then looking at the volume and whether there is a way to refine your CRM and talk to your coworkers or employees and listen to their experiences. Then look at Zendesk Support and see if these needs can be met with Zendesk Support.
Most powerful suggestion engine out there
What do you like best about the product?
Ultimate.ai's suggestion engine works perfectly as a baseline for customer support agents. It increased roughly 20% of our response times and you can pretty much count the savings there already.
In a world where chatbot AI is a big fad, the AI bot from Ultimate is one of the rare ones which truly has an AI engine to help us also fully automate things. It also scales pretty much to any language.
In a world where chatbot AI is a big fad, the AI bot from Ultimate is one of the rare ones which truly has an AI engine to help us also fully automate things. It also scales pretty much to any language.
What do you dislike about the product?
At this point there's nothing I'd say I dislike. Happy with the service.
What problems is the product solving and how is that benefiting you?
Our customer agents are much happier with the suggestion engine and makes them work a lot faster and efficiently. Copy and paste-answers are not needed anymore when the engine brings those automatically there too.
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