Zendesk Suite
ZendeskExternal reviews
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Zendesk Support Experience
What do you like best about the product?
Very intuitive to use and the categories/groupings allow customer success agents to prioritize issues.
What do you dislike about the product?
Not about the functionality but more of the pricing.
What problems is the product solving and how is that benefiting you?
Being able to identify key customer complaints and prioritize which.
User friendly!
What do you like best about the product?
I love using zendesk, I hadn't previously used an sort of CX ticketing platform so I was nervous coming in but the platform is so easy to use and navigate I was able to jump right in. Our CSM is also so great and helpful.
What do you dislike about the product?
I don't have any complaints, I really enjoy it.
What problems is the product solving and how is that benefiting you?
We use it for customer inquiries and complaints. It's easy to navigate their question to the right department of our tier one agents are not able to answer
Zendesk Performance Review
What do you like best about the product?
Zendesk Support tool is easy to use for customer support.
What do you dislike about the product?
So far I don't see any downside of the tool in handling customers concern.
What problems is the product solving and how is that benefiting you?
As na customer service representative this tool is a platform for us to get in contact with the customer to assist them with theri concerns.
Best software to manage clients tickets!
What do you like best about the product?
Zendesk is a very user-friendly application. You can organize and segment the ticket information pretty easily; all that information is visible to the team.
What do you dislike about the product?
I don't like that there aren't many tutorials online on how to use it properly or how you can use it more efficiently. I had to learn by using it and trying things until they worked fine.
What problems is the product solving and how is that benefiting you?
Zendesk helps us by delivering service to our customers who are facing issues with their products, also it helps us to track and manage the clients and connect all the information with the support team.
One of the best technology or application
What do you like best about the product?
What I like best is the convenience it offers to me as a Customer Support. The options are very useful in doing my Job, the same with the reality that it's user-friendly. I really like Zendesk.
What do you dislike about the product?
In rare occasions, there is a latency that needs to be fixed. But no worries, this just happens on a rare occasion so overall, furthermore, the graphic design needs to get more of modern.
What problems is the product solving and how is that benefiting you?
As an agent for customer, I am encountering problems in having a hassle locating buttons or options, Zendesk has this feature where you can easily locate the options that you need. So it is very convenient especially when you are speaking to multiple customers.
Zendesk is an Amazing All in on ticketing solution
What do you like best about the product?
Zendesk is an Amazing All in on ticketing solution with chat! We use it on several of our customer facing web based applications and it works very well! support from Zendesk is also amazing next to none!
What do you dislike about the product?
The managment of users could be a little better, They could make it all in one instead of having to go to several differant pages to manage one user.
What problems is the product solving and how is that benefiting you?
Mailbox sharing, Live chat is with customers, ticket creation
My favorite System
What do you like best about the product?
I've been in the Support world for a long time, and because of this have had to use a plethora of different ticketing system. Zendesk has always been my favorite. When I had to help start up a new support team we tried a few other systems but they were all lackluster at best. Zendesk has amazing features. The ability to create specific queues, set up macros, automated triggers to help with some of the items that we get which don't need response. None of the other ticketing systems I had to use came close to being as helpful and efficient as Zendesk.
We also had to move our community and guides from where they had been. We looked into Zendesk and discovered it would be a perfect fit. The styling of the site was extremely easy to setup thanks to the different options offered. It's easy to search and use from not only a Support perspective but from our Customers as well.
The few times we've had to reach out to Zendesks own Support team they were incredibly friendly, helpful and quick to get the issue identified and provide any workarounds as necessary.
We also had to move our community and guides from where they had been. We looked into Zendesk and discovered it would be a perfect fit. The styling of the site was extremely easy to setup thanks to the different options offered. It's easy to search and use from not only a Support perspective but from our Customers as well.
The few times we've had to reach out to Zendesks own Support team they were incredibly friendly, helpful and quick to get the issue identified and provide any workarounds as necessary.
What do you dislike about the product?
The only issues my team has ever had with Zendesk is the call system. There are times where it's difficult to understand users. This could be due a number of factors but is our only real complaint. Beyond clarity there are times when it seems like the calls didn't want to come through properly or didn't alert the support agent to the fact they had a call coming in.
What problems is the product solving and how is that benefiting you?
Zendesk helps us with our customers first and foremost. When they have issues they send us a ticket which we handle using Zendesk. It houses our guides and community so that our users can get how-to help and discuss different things with each other.
Amazing Product
What do you like best about the product?
Zendesk has revolutionized the way our company supports our customers. We previously used a very antiquated version of CRM solutions. Zendesk Suites tools, such as customer profiles, knowledge, and agent response macros has made our customer support a streamlined expereience for both our agents and customers.
What do you dislike about the product?
The set up of the system can be difficult if you do not have much expereince setting up systems and working with the back-end of email platforms. The customer is expected to do the majority of the on-boarding themselves using Guides online.
What problems is the product solving and how is that benefiting you?
Zendesk Suite has given us one platform to house all of our customer interactions. Previously we used complicated methods of trying to track all of our customer service.
A great tool!
What do you like best about the product?
ZenDesk has allowed us to quickly communicate with users via macros, making the process much faster.
What do you dislike about the product?
It would be helpful to be able to format the signatures, ie. use hyperlinks.
What problems is the product solving and how is that benefiting you?
ZenDesk helps us communicate with thousands of graduates and families about All-University Commencement in an efficient manner.
Best customer support solution there is!
What do you like best about the product?
Zendesk is definitely the "heart" of our customer support department. We use it for email, phone and live chat support. I also love how easy it is to set up templates, automation and triggers to improve and help resolve tickets faster. Our company also uses their FAQ tool so we can provide users with the latest guides about our product. We've been using Zendesk for about 5 years now planning to keep doing so.
What do you dislike about the product?
Sometimes, it is hard to use their search feature. It's the only thing I struggle with when using the service, really. Good thing is their team is always willing to help and improve the platform.
What problems is the product solving and how is that benefiting you?
The main problem Zendesk helps us to solve is support ticket management. We receive a high number of tickets on a daily basis and need something to help assign and solve tickets faster. Zendesk does just that. Because of how easy it to use, we've been able to improve our First Reply and Full Resolution times.
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