Zendesk Suite
ZendeskExternal reviews
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Works perfectly in our Zendesk ecosystem
What do you like best about the product?
We use Zendesk for our customer support and needed an automation / chatbot tool that could resolve our repetitive tickets. ultimate.ai was really easy to set up in Zendesk and works with a lot of our Zendesk functionalities like tagging and analytics. We added Zendesk Chat as a new channel and use the ultimate.ai chatbot as our first level support. We’re happy with the results and are planning to expand automation to our Zendesk Support for the email tickets coming from our webform.
What do you dislike about the product?
Nothing really! So far everything has been smooth working with ultimate.ai. They are extremely supportive if we have any questions and help share tips on how to increase our deflection and make our conversational experiences better.
What problems is the product solving and how is that benefiting you?
Our chatbot automates almost 40% of all of our Zendesk Chats. It also automatically tags our chats and collects case information which makes managing our support a lot easier. We’re super happy with the product and looking forward to adding email.
Would Recommend
What do you like best about the product?
Very simple to use. It's fully integrated which makes it simple and reduces the number of systems running.
What do you dislike about the product?
Reporting can be a little frustrating. They are working to improve it however its hard to gather some information from one page.
What problems is the product solving and how is that benefiting you?
Reducing the number of systems and making sure the customers get taken care of in a timely manner.
Chatbot as being part of our customer service
What do you like best about the product?
Collaboration has worked well and we have got great support from Ultimate.ai during our ongoing chatbot journey. Dashboard is easy to use and Ultimate has the capability to perceive our needs from our industry's perspective.
What do you dislike about the product?
Following and reporting the performance of chatbot requires manual work. In addition, would be useful to have a closer look at the performance of certain intent and validate if the performance has improved after changes made in the content. Also, few small details that could be enhanced e.g. exporting the content.
What problems is the product solving and how is that benefiting you?
Making chatbot as part of our customer service. Trying to improve the performance of chatbot so that customer service agents can concentrate on serving customers with more complicate issues.
Great solution
What do you like best about the product?
Their dashboard is so intuitive and easy to use. Training the bot is very simple, they also have a feature proposing untrained expressions related to some intent, very helpful.
Excellent Customer service! Team from Ultimate.ai were always there offering the best support and finding proper solutions according to our needs. Working with Ultimate.ai team has been fantastic!
Excellent Customer service! Team from Ultimate.ai were always there offering the best support and finding proper solutions according to our needs. Working with Ultimate.ai team has been fantastic!
What do you dislike about the product?
Changing the current content for an existing dialog, sometimes you have to rebuild the dialogue from the beginning.
What problems is the product solving and how is that benefiting you?
Achieving customer satisfaction has always been the key priority of our business and we are delighted by the results we’ve achieved with ultimate.ai. By implementing customer service automation, were able to decrease wait times in chat and 38.5% of incoming chats are handle by our chatbot without a human agent intervening. Suggested responses help the agents resolve cases faster now.
Easy to read and versatile portal
What do you like best about the product?
I think the pages are easy to navigate and there is a wealth of data regarding the functionality of the content
What do you dislike about the product?
When updating a dialog, it would be more user-friendly if you could start making changes to the top without having to delete the entire dialog. Also it would be nice if the bot had GIFs.
What problems is the product solving and how is that benefiting you?
Bot solves many simple customer problems without burdening customer service with contacts. Also Customer Self-Service has speeded up working in the chat.
Recommendations to others considering the product:
Ultimate.ai is user-friendly environment! The more time you can spent on development, the more it benefits.
Good chatbot solution
What do you like best about the product?
The software interface is intuitive and clear. It is easy to train the bot and update bot replies.
I especially like the analytics part for the chatbot. We can analyze the chat conversations and understand what information our customers are looking for. This helps us to understand our customers' needs better and what we should improve on our site.
Ultimate's team is working closely with us and we are in contact every week. That's very good that we get help and ideas from them.
I especially like the analytics part for the chatbot. We can analyze the chat conversations and understand what information our customers are looking for. This helps us to understand our customers' needs better and what we should improve on our site.
Ultimate's team is working closely with us and we are in contact every week. That's very good that we get help and ideas from them.
What do you dislike about the product?
There should be better filtering options when I want to analyze AI bot and suggestion tool separately.
In addition, the dialog builder could be more user-friendly (small editor window and no copying options at the moment). Luckily, Ultimate is improving the software all the time and surely these will be improved in the future.
In addition, the dialog builder could be more user-friendly (small editor window and no copying options at the moment). Luckily, Ultimate is improving the software all the time and surely these will be improved in the future.
What problems is the product solving and how is that benefiting you?
Our chatbot helps to decrease the queue to our customer service.
In addition, we can direct customers directly to the right website or read instructions. This way, they can find help faster on our site.
In addition, we can direct customers directly to the right website or read instructions. This way, they can find help faster on our site.
Great utility for enhancing the chat experience
What do you like best about the product?
Good support and helpful advice from professionals
What do you dislike about the product?
Managing the data over time can be complicated, as changes have to be made manually one by one
What problems is the product solving and how is that benefiting you?
Chat response times and multitasking during chats
Very easy to use
What do you like best about the product?
Very easy to manage also for people without any experience with these tools.
We got quick support from the very beginning, mid 2018, until now.
We got quick support from the very beginning, mid 2018, until now.
What do you dislike about the product?
Could be great to get a better view of bots performance in analytics functionalities.
What problems is the product solving and how is that benefiting you?
With Ultimare support we are able to manage a higher amount of contacts than we did before and have the agents focusing only on more complicated issues.
Very good customer service with a user friendly chatbot
What do you like best about the product?
The AI is doing a great job! It is really nice also to build the bot when the customer service contact is an active professional.
What do you dislike about the product?
Some small things with saving the work if used in two screens were a little suprising at first but not really issues.
What problems is the product solving and how is that benefiting you?
We are piloting the product in day to day FAQ area.
My experience with Zendesk
What do you like best about the product?
Zendesk makes it easy to contact customers and follow up with them. It provides great tools to maximize productivity by assessing clearly what tasks need to be prioritized. Metrics like the service level, the ratings, and the number of actioned tickets also allow us to constantly improve and maximize our performance.
What do you dislike about the product?
Unfortunately, the rating system can be a bit difficult to navigate. If a customer were to give a bad rating to a ticket and eventually change their rating to a good one, the metrics and the statistics of the agent will not properly show this change.
What problems is the product solving and how is that benefiting you?
We are able to assist customers faster and prioritize their requests easily. We can ensure good, constant communication with them until the issue is effectively resolved. It allows us to take the pulse of our customers and see how satisfied they are with our policies and processes as well.
Recommendations to others considering the product:
Zendesk is a great way to manage customer service requests in an effective and timely manner. It also allows you to keep track of your performance and workload.
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