Zendesk Suite
ZendeskExternal reviews
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One of the best support suites I've ever used
What do you like best about the product?
For sure, the way tickets can be organized. Also, I like the possibility of creating custom views to sort and group them.
What do you dislike about the product?
I would love to have more automation to set up custom actions
What problems is the product solving and how is that benefiting you?
With Zendesk Support Suite, we have a single centralized support channel where all our customers can be helped
Not able to edit
What do you like best about the product?
The quick responses and easy access to the information.
What do you dislike about the product?
Nothing that I can say bad about it. It is a great platform
What problems is the product solving and how is that benefiting you?
Let's us communicate with our customers and help troubleshoot their problems.
Adam was great he helped me get the information i needed in a jiffy.
What do you like best about the product?
It was very easy to create the ticket and Adam was knowledgeable to answer my questions and answer other questions I had
What do you dislike about the product?
What I didn't like was that after I posted my query it gave me a response time of 2-3 days and I looked away after that. Luckily I did not close the tab but after 9 minutes (and thankfully) Adam popped up on the chat ready with my answer.
What problems is the product solving and how is that benefiting you?
I could not find out where the events button was. Adam helped me understand that we are using the basic view. I did not know there was a more advanced view so this is great.
Quick customer service with the answers that I needed.
What do you like best about the product?
The email contact with the Customer service agent.
What do you dislike about the product?
THE TWO STEP PROCESS TO GET THE INFORMATION THAT I NEED.
What problems is the product solving and how is that benefiting you?
HELPING ME FIND REPORTS FASTER AND EASIER WITH KEY WORDS.
Excellent
What do you like best about the product?
quick support, both from the chatbot and the actual support agent
What do you dislike about the product?
sometimes i wish help articles were clearer and updated
What problems is the product solving and how is that benefiting you?
helped me understand better the service we´re using, to simplify my life as customer service manager and the customers´.
effective support tool
What do you like best about the product?
it is a very practical tool for customer service, fast and efficient, easy to use and an accompaniment for its users, admins, and agents,
highly recommended for companies
highly recommended for companies
What do you dislike about the product?
it will be more helpful if the incoming chats will bassigned in non random way
it will be good if the visitors on chats had the full name and the phone number, sometimes we can't find those details
zendesk for b2b will be awsome
it will be good if the visitors on chats had the full name and the phone number, sometimes we can't find those details
zendesk for b2b will be awsome
What problems is the product solving and how is that benefiting you?
well due to zendesk we are transmitting the information to customers by an easy way and efficient,
and it is way so productive
logicly the performance increase with this tool
and it is way so productive
logicly the performance increase with this tool
Very happy with Zendesk
What do you like best about the product?
The feature I use most is the Agent to handle support tickets.
What do you dislike about the product?
I would like to see better options for the Web widget. For example, the javascript library should allow directly opening a form to submit a ticket. The behavior now is that the customer has to search for something, and then click Contact Support. I'd like my own web site to have a button to go directly to contact form.
What problems is the product solving and how is that benefiting you?
They are solving the problem of support customers via ticketing system and help center web site for knowledge base articles.
Good for customer service
What do you like best about the product?
Calling within the web browser application- I like the possible integration of the software with Zardama cloud calling solutions; this has made us serve clients through calling where they can request a callback, or they can call our Zardama phone number, which we integrated within Zenesk to help us manage communication in one place.
The calls provide good audio quality with the ability to filter unwanted background noise; the IVR menu as well helps us to guide clients according to their selections; they are routed to the correct support department and hence being more organised
The calls provide good audio quality with the ability to filter unwanted background noise; the IVR menu as well helps us to guide clients according to their selections; they are routed to the correct support department and hence being more organised
What do you dislike about the product?
The software is so expensive for smaller businesses to use the valuable plans with more business support and helpful features. It would cost us $99/month per agent to use the tool to meet our business needs, which at times affects our ROI. They often do product maintenance and release more features but unfortunately they do not update the knowledgebase simultaneously
What problems is the product solving and how is that benefiting you?
We use the Interactive Voice Response (IVR) to provide self-support to clients by choosing selections; they can press 9 in case they need assistance so the call can be routed to any agent. We use the tool to provide customer support through different channels like calls using zendesk call integrated with zardama. This helps our clients to call us anytime and respond to their calls through zendesk in the web browser.
Call recordings are used to train operators on how to handle clients. Zendesk has helped us to grow and heas increased our revenue
Call recordings are used to train operators on how to handle clients. Zendesk has helped us to grow and heas increased our revenue
5 years I work on Zendesk, I haven't found a better CRM
What do you like best about the product?
The ease of integration of new channels. For me, Zendesk is like an Ikea furniture: easy to build, with multiple possibilities of customization and parameterization
What do you dislike about the product?
The few possibilities of parameterization under Guide: No possibility of cloning articles, an article cannot appear in several categories...
Support: no more possibility to send a message via form,
Support: no more possibility to send a message via form,
What problems is the product solving and how is that benefiting you?
Agents stay on the same screen, without having to change screen at each logicle: 1 screen for the chat, one for the telephony, one for the mails, one for the knowledge base....
Powerful workflow creation tool, which allows to reduce the volume of requests
Powerful workflow creation tool, which allows to reduce the volume of requests
Thorough and Efficient Responses from their team!
What do you like best about the product?
The responses from the team were fast and thorough. They confirmed a question we had and also provided additional resources to view.
What do you dislike about the product?
I struggle with finding a ticket once it's submitted and assigned to someone else. It seems like if you don't have the ID, it's hard to find.
What problems is the product solving and how is that benefiting you?
We're likely going to purchase a license for Zendesk since the product is what we are looking for to support our customer base. And the sales team is very responsive, friendly and knowledgable!
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