Zendesk Suite
ZendeskExternal reviews
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With Zendesk, communicate through any channel
What do you like best about the product?
I like Zendesk, it is a platform that you can integrate all communication channels to maximize customer satisfaction, so they do not have to adapt to a single communication channel, but they have many options and you will make them feel more comfortable.
What do you dislike about the product?
Nothing I dislike about Zendesk, is an excellent tool.
What problems is the product solving and how is that benefiting you?
Thanks to this platform we can interact with customers by phone, chat, email, social networks and any other channel, they meet in one place, this allows communication to be fluid, personal and effective.
Recommendations to others considering the product:
I recommend Zendesk, because they include powerful features and functions to improve the support operations of any business, it can grow and adapt to the needs of companies of any size.
Best tool for ticketing by zendesk from all there tools
What do you like best about the product?
Best ticketing tool which archive the chat exactly after the chat ends
What do you dislike about the product?
no dislike but it hung very rarely due to down-link so can be improved and pricing can be decreased
What problems is the product solving and how is that benefiting you?
Best ticketing tool where you can resolve the ticket after the chat or send email if its not resolved by dropping email have all major features and worth money
Recommendations to others considering the product:
Best tool for all chat ticketing must have it have 99.9% uplink can be trusted
easy to use and navigate
What do you like best about the product?
it allows real time connection and communication with the guests. feedback is legit and we can rectify any issues then
What do you dislike about the product?
i am currently unable to translate and export the data to my email. thus facing difficulties in the analyzation to the figures
What problems is the product solving and how is that benefiting you?
we can speak with guests immediately and we play a part with the booking process. especially in this really challenging times when customers are exposed to loads of opportunities and choices.
Decent platform for managing support tickets
What do you like best about the product?
The ability to triage and manage support requests that come in from our users. It allows us to monitor and respond accordingly.
What do you dislike about the product?
It now looks quite dated and being able to create useful reports is clunky.
What problems is the product solving and how is that benefiting you?
We have users that may need technical support with our tools, so we need a way to allow them to contact us but with the ability to manage their issues.
Recommendations to others considering the product:
Almost a must-have if you have users who need to contact a support desk.
Powerful tool with best analytics
What do you like best about the product?
- Ability to pull out any data that you want
- Automation and Triggers feature that allows us automating CS routines
- Ability to guide the agent's decision making in a wide array of scenarios
- A lot of APIs to use to integrate with our backend system
- Automation and Triggers feature that allows us automating CS routines
- Ability to guide the agent's decision making in a wide array of scenarios
- A lot of APIs to use to integrate with our backend system
What do you dislike about the product?
- Inability to fully customize Contact Form with a contextual information
- No chatbot - just an Answer Bot which doesn't really communicate with our customers
- No integration with other Zendesk products (e.g: Zendesk Chat <> Zendesk Support)
- No out-of-box integrations with other products
- Lack of proximity between Zendesk Team and our internal team (they less likely to travel to our KL site)
- No chatbot - just an Answer Bot which doesn't really communicate with our customers
- No integration with other Zendesk products (e.g: Zendesk Chat <> Zendesk Support)
- No out-of-box integrations with other products
- Lack of proximity between Zendesk Team and our internal team (they less likely to travel to our KL site)
What problems is the product solving and how is that benefiting you?
- Data analytic - root cause analysis, SLA tracking
- CS workflow management
- Automating less complex CS contacts
- CS workflow management
- Automating less complex CS contacts
Experience with Zendesk Support
What do you like best about the product?
Easy to use tool to consolidate customers' tickets
What do you dislike about the product?
Too many functions, lack of time to explore
What problems is the product solving and how is that benefiting you?
One stop place for all customer queries
Able to track SLA and CSAT
Able to track SLA and CSAT
Essential tool for our online customer service interaction
What do you like best about the product?
Simple intuitive interface. New agents can be onboarded quickly. Wide range of third party integrations available.
What do you dislike about the product?
It gets expensive at scale. A few questionable feature design choices especially wrt SLA timers and ticket redaction. (Lack thereof for the latter)
What problems is the product solving and how is that benefiting you?
We're able to deliver effortless support to our demanding customers. Light agent feature helps the other parts of the company understand the customer experience challenges.
Recommendations to others considering the product:
Pricey, but once you try it, you won't look back.
customisable and very helpful employees to support organisation needs
What do you like best about the product?
I love that the company is growing with mine, where we are discovering new needs for end users and internal users ,
What do you dislike about the product?
it used to be very silo, where I have to purchase the different products individually
What problems is the product solving and how is that benefiting you?
n/a, I have a direct contact to seek for help, hence that is really helpful
Intuitive UI
What do you like best about the product?
Self help is very useful and solves most of my problem very quickly, community in zendesk support is very helpful.
What do you dislike about the product?
Many of the solutions the community have resolved to involves "hacking"/"hackish" solutions. Zendesk lacks the flexibility for sophisticated customizability. Also, zendesk is not very reliable, the downtime can be quite long and happens quite frequently.
What problems is the product solving and how is that benefiting you?
Ticketing system helps to keep track of not just customer issues but even for internal usage where one can follow up on a task involving several parties
Recommendations to others considering the product:
Seek a consultant now!
Good thus far
What do you like best about the product?
Intuitive interface, and ease of usage :)
What do you dislike about the product?
Currently, we are unable (?) to combine different channels (email and whatsapp and call) tickets together to a single Client. Or should I say not as easily retrievable?
What problems is the product solving and how is that benefiting you?
transactional, general enquiries, strategically - all sorts.
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