My use case for Salesforce Essentials is focused on gathering market insights for new feature releases and product launches. I utilize Zendesk to collect information from customer tickets regarding changes in features, new feature requests, and customer feedback helping me understand customer patterns and preferences, and guide my planning for product launches and updates.
Zendesk Suite
ZendeskExternal reviews
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Great insights on text channels
What do you like best about the product?
That it allows you to easily drill in to the data on the dashboards
What do you dislike about the product?
It does not always show results when you search the chat channels using a customer contact number.
What problems is the product solving and how is that benefiting you?
The ability to easily share and transfer chats as well as to escalate within the same system and have a full record of current and previous conversations.
Also, the ability to assess productivity and effeciency.
Also, the ability to assess productivity and effeciency.
Robust Support Suite that is always innovating
What do you like best about the product?
The Zendesk Support Suite is very robust and can be highly tailored to our business needs. Our concerns were put to rest once we found how highly customizable Zendesk was, accompanied by a support and services team that listens to product feedback and open to improvements.
Features such as Omnichannel and skills based routing have been critical to the success of our support services. Also, reporting to pair and evaluate productivity.
Zendesk also keeps getting better with new features and adjustments to functionality. Glad to see how open they are to innovation, taking on the AI future, and continual communication on their roadmap.
Features such as Omnichannel and skills based routing have been critical to the success of our support services. Also, reporting to pair and evaluate productivity.
Zendesk also keeps getting better with new features and adjustments to functionality. Glad to see how open they are to innovation, taking on the AI future, and continual communication on their roadmap.
What do you dislike about the product?
There is always room for improvement. With Omnichannel, there is a little more to be desired when it comes to historical reporting. Getting historical reports centered around schedule adherence, dates/times of status changes, and schedule gaps are key to the success of measuring productivity and capacity. Its my understanding there is already a lot of work and upcoming releases that will address these however.
Lastly, agent notifications when tickets are assigned through omnichannel. We have good notifications (sound and popup) for Messaging chats, but nothing to that caliber for other ticket channels such as email. This is key to hitting fast first reply times. Would also be great to extend this to other functions like notify (via pop and/or sound) of tickets sitting unassigned before or past SLA, etc.
Lastly, agent notifications when tickets are assigned through omnichannel. We have good notifications (sound and popup) for Messaging chats, but nothing to that caliber for other ticket channels such as email. This is key to hitting fast first reply times. Would also be great to extend this to other functions like notify (via pop and/or sound) of tickets sitting unassigned before or past SLA, etc.
What problems is the product solving and how is that benefiting you?
Increasing capacity and efficiency with features such as omnichannel and skills based routing. Additionally, promoting self service through the knowledgebase, article recommendations, and chatbot.
Excellent tool to streamline support management queues and ticket handling.
What do you like best about the product?
The most helpful feature of Zendesk Support Suite is the possibility to automate tasks via macros. Macros allow for quick ticket routing to different departments, and standardized formatting for specific workflows. Upsides of Zendesk Support Suite are its user-friendly interface, event tracking within the ticket, integration with 3rd party tools, customization of views to extract personalized reports.
What do you dislike about the product?
Native markdown formatting is great, but there is no feature to turn it off for some integrations that instead require to keep markdown intanct and format after submission. This creates a much more time consuming workflow to revert formatted text to markdown.
What problems is the product solving and how is that benefiting you?
Zendesk allows to easily and efficiently route support tickets to specialized departments. Tickets can be managed by multiple advisors keeping the conversation in the same thread. Internal notes ensure critical information is shared among advisors for optimal ticket resolution. Tags and macros streamline workflows to track and manage conversation and escalations to tier 2 of support.
Fast and efficient work tool.
What do you like best about the product?
It is practical, good problem-solving response.
What do you dislike about the product?
Sometimes it freezes a little, but maybe it's the internet connection.
What problems is the product solving and how is that benefiting you?
It has facilitated communication with the client.
Easy to set up, does what it says on the tin!
What do you like best about the product?
the agents love it! As an admin it is great to set up and doesn't require technical support. Our Customer serice team use it every day. Including voice, whatsapp, social and third party integerations from market place and non-native.
What do you dislike about the product?
Further AI tooling so we do not have to go to market for WFM, sentiment analysis etc. Though there is continous effort to include these.
What problems is the product solving and how is that benefiting you?
It allows all our channels to be housed under one platform from chat, email, web form, voice, social, whatsapp within one interface which is easy for the agent to use. As a business with talk being only 5% of contact, this works for us however as a larger business I don't believe this will scale up with IVR as required.
Very happy with migration from Freshdesk
What do you like best about the product?
Ease of use, analytics, API documentation.
What do you dislike about the product?
Automation features and triggers could be better.
What problems is the product solving and how is that benefiting you?
The API integration is really the key for us.
Super helpful, quick, and easy.
What do you like best about the product?
It's a quick and easy way to get my questions answered. LOTS of knowledge available.
What do you dislike about the product?
Not much....I had a great experience and was very happy.
What problems is the product solving and how is that benefiting you?
Helping us as we design our customer self-service area for the first time.
Zendesk Support tool
What do you like best about the product?
Zendesk is a tool that offers multilpe options in a single platform. I am using zendesk for support tickets, for knowledge base articles, for having conversations with the users, i have integrated my website traffic with zendesk which allows me to check which users are currently online on my application and if there is any update i can timely inform them about the downtime. It is easy to use, the implementation is straight forward, it's a great platform for customer support which is used on a daily basis.
What do you dislike about the product?
I think the user interface of zendesk needs to be updated as it seems pretty minimalistic and navigating to some areas some times is a hectic task.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is solving our customer support challenges by offering a centralized platform for managing tickets across various channels, automation tools for streamlining workflows, robust analytics for insights, multi-channel support options, and seamless integrations with other business systems. These benefits translate into improved customer satisfaction, enhanced operational efficiency, and better business outcomes.
An cloud-based customer service platforms sold on a software-as-a-service (SaaS) model
What is our primary use case?
How has it helped my organization?
This solition helps me on improving customer service by addressing issues related to UI complexity, user experience, and feature requests based on feedback gathered from Zendesk tickets.
For example, if customers express difficulty in navigating the platform or request new features, I use this information to make improvements and collaborate with the product team to implement necessary changes.
What is most valuable?
I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions.
What needs improvement?
As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests.
For how long have I used the solution?
I have been using Zendesk for the past 2 years.
What do I think about the stability of the solution?
The platform has been stable and mature, with no reported issues or difficulties in usage from our customer success teams.
What do I think about the scalability of the solution?
My experience with Salesforce Essentials has been positive in terms of scalability and I’ve witnessed organizations scale rapidly.
Which solution did I use previously and why did I switch?
I believe Zendesk and FreshDesk are among the better tools available, especially for medium-sized businesses scaling up. But I haven’t used them personally. I've heard that Zendesk is more popular and commonly used in customer service-related functions.
How was the initial setup?
I'm using the cloud version of Salesforce Essentials, so we haven't customized it using APIs or deployed any specific configurations.
What other advice do I have?
I would rate Zendesk as 8 out of 10 based on my experience. There's room for improvement in terms of usability, navigation, and implementing AI elements like chatbots for quicker access to information. I would recommend Zendesk to others.
Great but expensive product for customer feedback
What do you like best about the product?
Easy to use tools. It was turnkey to train my team and we are already seeing the impact of a centralized system for customer feedback.
What do you dislike about the product?
The program cost per agent is extremely expensive when you're a small non profit.
What problems is the product solving and how is that benefiting you?
We had messages coming into one email address and it was challenging from a work perspective in that we weren't able to have a team responding.
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