Zendesk Suite
ZendeskExternal reviews
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Many possibilities!
What do you like best about the product?
The tool offers so much for us to personalize in all aspects, Zendesk Explore is such an incredible tool, i'm truly in love with it. You can create dashboards from scratch to a fully personalized presentation of all metrics from the support team, it's possible to have on-hand details on almost all results from the team and you can make it pretty with the customization tool, you can change logo, colors, font, board locations. It is indeed really neat. Zendesk Guide is also another great tool, allowing full template customization so you can give a really special and unique experience to yout customer, and if you intrgrate it with Zendesk Support and Chat you can resolve your customer doubts without him even opening a ticket, because the integrated systems searches into your database the customer doubts before him start the contact: "self serve support", allowing for scaling the operation without having to hire new agents for the job.
What do you dislike about the product?
Curiously, Zendesk's support is not as great as one would imagine since it's a support platform, we have many bugs using the Chat tool specifically and Zendesk's support usually brushes it off, saying the problem is in the agent's machine event with all the requirements for a good use of the platform has been met and with all the tests they usually ask us to do have been done. They ask us for the HAR file so they can annalyze de bug, but i'm pretty sure they don't even open them, because we have constant problems with the chat notifications, with different agents, on different navigators and the answer from the support is usually: "we looked into it and we found nothing", but our agents keep getting shut off from the system because the new chat notificatoin didn't went off. And the new chat to contact Zendesk's support is really slow on starting the service, i oftten wait hours and hours being the first on lin for the support but the line never moves.
What problems is the product solving and how is that benefiting you?
Zendesk helps to understand how the customers uses our platform, what troubles they usually have, how they use our platform and how they see it. To help our customers using the tool and to even sell packages of our product, since the live chat widget allows fast response and increasing the chances of the customer actually buying what we are offering.
It helped to understand better how well the team answers our customers, how fast, if we need to increase or decrease staff, working hours, guides on the Help Center and even what kind of bugs the customers usually find when using our tool. With a good customer suppots it is shown the the churn statistics are greatly decreased because of the help it's possible to offer for the clientes, and the
It helped to understand better how well the team answers our customers, how fast, if we need to increase or decrease staff, working hours, guides on the Help Center and even what kind of bugs the customers usually find when using our tool. With a good customer suppots it is shown the the churn statistics are greatly decreased because of the help it's possible to offer for the clientes, and the
Recommendations to others considering the product:
Do the Zendek's Training programs, and they have a bunch of free, very, very useful, and insightful courses that give you in-depth knowledge of everything that is available for you to do with Zendesk, remember the live chat option, it is really useful when everything is down or when you can't find the answer on Zendesk's Help desk. But the courses aren't all that you need, i also recommend doing a brief reading on the most important article on theis Help Desk
Zendesk is extremely user friendly.
What do you like best about the product?
The turnaround times for support is unmatched.
What do you dislike about the product?
Because Ive grown accustomed to utilizing the suite, I cant think of many downsides. One I'd say is the update that populates ever so often.
What problems is the product solving and how is that benefiting you?
Assisting Customers
Recommendations to others considering the product:
Give it a fair try. The support team is there for any questions or concerns you may have.
Zendesk Guide relaunch
What do you like best about the product?
Amazing knowledgeable and well-trained support team. We had an issue whereby our existing Help page needed to be updated but due to a previous Product Owners actions of using customised code, we could not apply any updates. We thought this would be a difficult issue needing a third party and costed resolution. Within moments, I was provided with superb support and confidence in knowing I could use the Zendesk Supported Copenhagen scheme and that it copied across all of the data from our existing site into the new scheme! Massive relief, a wealth of time and cost saved!
What do you dislike about the product?
The ability to quickly capture User login details for Audit purposes. I currently use the reporting tool to extract all users within a dated period then need to manually amend the JSON into a useable format. We are going to use an API going forwards but this is my only issue.
What problems is the product solving and how is that benefiting you?
The ability to have tickets stored in a single platform, Zendesk is brilliant!
Recommendations to others considering the product:
Go for it! Once up and running and with a good understanding of processes and Admin functions, you wont go back!
Great interface for managing users!
What do you like best about the product?
The support I receive. Very dedicated support agents which is something I personally extremely value.
What do you dislike about the product?
There are several limitations as far as the SDK, which requires external partnership.
What problems is the product solving and how is that benefiting you?
Service and technical mostly.
Automation and triggers make everything easier.
Automation and triggers make everything easier.
One of the best automated SaaS CRMs across the globe
What do you like best about the product?
The ease of UI and the configuration of the Chat/Help Center
Ticket Merge facility
Guide - Content cues
Zendesk Explore is easy to use
Ticket statuses are self-explanatory
Ticket Merge facility
Guide - Content cues
Zendesk Explore is easy to use
Ticket statuses are self-explanatory
What do you dislike about the product?
The E-mail support is too difficult to configure and takes a lot of things to plug and play.
Email forwarding setup is difficult to configure if you are using a Microsoft email.
The product Support team should be much fast to respond, especially, if a major issue has stopped working.
Email forwarding setup is difficult to configure if you are using a Microsoft email.
The product Support team should be much fast to respond, especially, if a major issue has stopped working.
What problems is the product solving and how is that benefiting you?
Tremendous, We are solving the CSAT surveys on chat, ticket fields on the platform etc.
Tickets can easily be merged now.
Data cuts are visible for everything at an agent, brand, contact form level.
Tickets can easily be merged now.
Data cuts are visible for everything at an agent, brand, contact form level.
Recommendations to others considering the product:
Please refer to this CRM, if your users are more on the web and you use Emails for login, not a mobile number.
Great customer support with Zendesk
What do you like best about the product?
Each ad, every day, we are flooded with customer emails, calls, and chats about bolt transportation services. We use Zendesk Support suite to reply to the emails, to reply to live chats, and also make inbound and outbound calls. So far, we really like this software.
What do you dislike about the product?
Compared to our previous method of answering emails directly without macros, I find no dislike Zendesk Support suite.
What problems is the product solving and how is that benefiting you?
Answering customer emails, live- chats with customers ad also making inbound ad outbound calls. Our agents collaborate together to solve this backlog with Zendesk support suite.
Recommendations to others considering the product:
I recommend Zedesk for both a small company and a large company. Make customer service roles easy in your organization with this software. Form many caned responses to use and automatic signatures.
Super user and agent friendly.
What do you like best about the product?
Quick answers and help through the Zendesk Chat feature. I got immediate assistance!
What do you dislike about the product?
I'll inform you when I come across something.
What problems is the product solving and how is that benefiting you?
I needed some guidance and help with HIPPA compliance. It takes a few steps to set up but it's worth it.
Great Product!
What do you like best about the product?
Zendesk Support is great! Covers all my needs.
What do you dislike about the product?
Some concepts are very technical and may require assistance to set up
What problems is the product solving and how is that benefiting you?
ticketing system
Best ticketing tool I ever used
What do you like best about the product?
The flexibility. I love the fact that I can shape my customer service exactly how I want or need it, depending on what my support processes are.
What do you dislike about the product?
Explore is pretty complecated if you need advanced reporting.However it gives you a lot of date so that you can improve your operations rapidly.
What problems is the product solving and how is that benefiting you?
I have my multilingual team solving clients and internal requests - I see they are more productive and everybody knows what to do.
Recommendations to others considering the product:
If you can afford it go for enterprise.
Great Software for Customer Support
What do you like best about the product?
Great software for tickets , chats and have great support.
What do you dislike about the product?
can be confusing when you first start, however they have support to help.
What problems is the product solving and how is that benefiting you?
email ticketing, chats, and reporting system
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