Zendesk Suite
ZendeskExternal reviews
6,516 reviews
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We bought a Lamborghini, but drive it like a Corolla
What do you like best about the product?
At my company, I inherited administration of our Zendesk suite after taking over management of our IT help desk. It was severely unde-utilized, so I reached out to our success manager for tips. Since then, we've made much better use of our system by way out automations, triggers, macros, and more features we had previously never touched. Thank you, Cassie!
What do you dislike about the product?
Some of the customization features feel a bit lacking. We can't sort views by forms alphabetically, or even by some custom order. Only by form ID. I also wish we could limit which ticket forms are available to certain agent groups. We have a lot of forms, but not everyone needs them all.
What problems is the product solving and how is that benefiting you?
centralizing our IT knowledge and documentation into one repository, and giving agents a single place to look for work and responsibilities, not spread across multiple systems.
User friendly at its best!
What do you like best about the product?
I love how easy it is to dive deeper into what ZD has to offer us. Also you can find pretty much everything on their FAQ page, and if you can't, you can easily reach out to their Support team and I'm sure they'll be there to help you.
What do you dislike about the product?
As of now, I didn't find a single thing to dislike about it. Please keep doing all the upgrades you've been doing and focusing on providing a great customer experience.
What problems is the product solving and how is that benefiting you?
Any kind of "problem" when setting ZD spaces up or maybe just a simple question, especially coming from a different CRM. I really appreciate the help I get from the team and the articles
Senior Manager of Operations
What do you like best about the product?
Different forms of communication / address book.
What do you dislike about the product?
Can't mass email or text users. Phone numbers don't often match with use names
What problems is the product solving and how is that benefiting you?
Live support and follow up with the chat box
One of the best CRM I have worked with
What do you like best about the product?
The ease of access to almost everything in one screen.
What do you dislike about the product?
The layout seems outdated and integrating sell into support
What problems is the product solving and how is that benefiting you?
Allowing one touch access in one main screen helps be very efficient
Smooth operation
What do you like best about the product?
The platform's features such as, intent recognition and real-time language translation have been invaluable in helping us understand our customers' needs and provide them with the right solutions.
Plus from an Administrator perspective, the dashboard is user-friendly and can be learned in no time.
Plus from an Administrator perspective, the dashboard is user-friendly and can be learned in no time.
What do you dislike about the product?
There is nothing to be mentioned. So far, we have a smooth operation!
What problems is the product solving and how is that benefiting you?
Ultimate.AI is helping us to increase our operational efficiency by automating many of the manual and repetitive tasks associated with customer service.
Through the automation of routine tasks, such as the management of basic inquiries or the assignment of requests to the appropriate team member, Ultimate.AI is enabling customer service agents to dedicate their time to more intricate and high-value tasks. This has contributed to the enhancement of our response time and the reduction of wait times for our customers, leading to an increase in overall customer satisfaction levels.
All in all it has allowed us to scale our customer service operations more effectively and reduce costs while maintaining a high level of quality in our support.
Through the automation of routine tasks, such as the management of basic inquiries or the assignment of requests to the appropriate team member, Ultimate.AI is enabling customer service agents to dedicate their time to more intricate and high-value tasks. This has contributed to the enhancement of our response time and the reduction of wait times for our customers, leading to an increase in overall customer satisfaction levels.
All in all it has allowed us to scale our customer service operations more effectively and reduce costs while maintaining a high level of quality in our support.
Efficient and Engaging: A Chatbot that helps customers and agents"
What do you like best about the product?
I had an exceptional experience with ultimatie.ai and its team. The staff was dedicated, friendly, and professional, providing attentive and helpful support throughout my journey. It's clear that they value their customers and go above and beyond to ensure satisfaction.From onboarding to post-launch analysis, ultimate customer success manager is always by your side.
I highly recommend this product to anyone seeking a dedicated service for reasonable prices.
I highly recommend this product to anyone seeking a dedicated service for reasonable prices.
What do you dislike about the product?
There is nothing to criticize. Feedback is taken seriously and acted promptly on it.
What problems is the product solving and how is that benefiting you?
Chat traffic volume, chat reporting and analysis.
Solving main stream customers queries in an automated and high quality level.
Solving main stream customers queries in an automated and high quality level.
Absolutely satisfied
What do you like best about the product?
I love it when programs are intuitive, and this is definitely the case here. Everything is logically structured. We were able to quickly integrate Ultimate into the rest of our environment and it helps us be there for our customers even longer and faster. It is an absolute asset for our company.
What do you dislike about the product?
At the moment I can't find anything negative to say about using Ultimate. I´m very satisfied with everything.
What problems is the product solving and how is that benefiting you?
Ultimate frees up our agents and we have the ability to be there for our customers 24/7. We have the possibility to further optimize ourselves internally, because Ultimate gives us the freedom to do so.
Great customer support platform
What do you like best about the product?
Easy to use platform for providing customer support through live channels, in addition to informative customer facing support articles.
What do you dislike about the product?
I'm very satisfied with Zendesk and unable to identify anything I dislike.
What problems is the product solving and how is that benefiting you?
Zendesk provides support in day-to-day live conversations with customers via phone, email and chat, in addition to self-service help articles.
Service now
What do you like best about the product?
As the name implies it enables the users to setting up th customized forwarding the rules based on varius perspective, including tickets and their priorities including information requested by them.
What do you dislike about the product?
It is quite expensive, it has limited analytics capabilities which can make it difficult to measure the success of customer services and their initiatives another thing is the technical support is poor as heared.
What problems is the product solving and how is that benefiting you?
It build the best customer support experience with zendesk, it is user friendly help desk software, higer customer satisfaction, increase conversation, rates and improvements.
Excellent, Comfortable and Quick
What do you like best about the product?
Zendesk works exactly as they offer it, you can find anything that you need for guaranting the best customer support tool for your business, do not hesitate to choose it.
What do you dislike about the product?
There are some updated needed for some things like reports, or small things in terms of reopening closed tickets and so on, but they do have an amazing team with updates everytime.
What problems is the product solving and how is that benefiting you?
Communication with customers, live chat, ticketing system, and reporting the work of our agents and their workflow as well, really useful and performance has been improving.
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