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Good software that solves most issues
What do you like best about the product?
Easy to get started
Lots of capabilities
Scales nicely with the org
Lots of capabilities
Scales nicely with the org
What do you dislike about the product?
Sometimes a little challenging to figure out where specific features are located.
Getting integrations into backend systems more easily would be awesome.
Getting integrations into backend systems more easily would be awesome.
What problems is the product solving and how is that benefiting you?
All customer support interactions + knowledge center
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Zendesk is the all-around best choice for support.
What do you like best about the product?
Zendesk Support Suite is a cloud-based customer support software that enables me to provide better customer service across multiple channels. I like how it integrates email, chat, phone, social media, and self-service options in one unified agent workspace. It also has powerful features such as automation, reporting, and analytics that help me optimize my workflows. Using their Talk add-on is also an amazing feature as customers can call or text the same number!
What do you dislike about the product?
There is not much to dislike about Zendesk Support Suite, as it is a comprehensive and user-friendly solution for customer support. However, if I had to mention something, I would say that the pricing could be more flexible and affordable for smaller businesses. Also, some of the advanced features and integrations require a bit of technical knowledge and customization, which can be challenging for non-experts. But overall, these are minor issues compared to the benefits and value that Zendesk Support Suite offers. 😊
What problems is the product solving and how is that benefiting you?
As an Senior Applications Support Manager who values automation, Zendesk addresses my needs by offering a user-friendly and flexible ticketing system that simplifies managing customer interactions and support requests. Its customization options allow me to tailor the system to specific workflow requirements. The integration with telephony solutions streamlines communication, centralizing all customer interactions in one place, enhancing response efficiency.
We use it for Telephony (Calls and Texts) and it has proven to be a reliable solution with easy IVR configurations. It also offers voicemail transcriptions built it for quick reviews of missed calls.
We use it for Telephony (Calls and Texts) and it has proven to be a reliable solution with easy IVR configurations. It also offers voicemail transcriptions built it for quick reviews of missed calls.
Game changer for customer service
What do you like best about the product?
- It integrates easily even to less supported platforms and allows checking order status, even pausing an order if need be.
- UltimateGPT writes very good Finnish and utilises our Knowledge Base as background information.
- Even though many support tickets/chats still require human touch, Ultimate has been able to solve alone some simpler questions and at least provides all the background information that we would previously have needed 3-4 emails to collect.
- API queries are somewhat easy to add, once the integration is ready.
- UltimateGPT writes very good Finnish and utilises our Knowledge Base as background information.
- Even though many support tickets/chats still require human touch, Ultimate has been able to solve alone some simpler questions and at least provides all the background information that we would previously have needed 3-4 emails to collect.
- API queries are somewhat easy to add, once the integration is ready.
What do you dislike about the product?
Dialogue Builder has been unresponsive/buggy at times. There are some restrictions in terms of which block can follow which. For example, an API call cannot follow straight after another (successful) API call, instead you'll always need to add a conditional/message block in between.
What problems is the product solving and how is that benefiting you?
- Solves alone repetitive simple questions, keeping CS agents' focus where it is needed most
- Collects all the needed background information for human agents & allows them to proceed faster
- Reduces shipments and returns where there would have otherwise been errors in products/shipping information
- Allows the CS team to manage through peak times
- Collects all the needed background information for human agents & allows them to proceed faster
- Reduces shipments and returns where there would have otherwise been errors in products/shipping information
- Allows the CS team to manage through peak times
Great tool for tracking tickets and keeping all info in one place
What do you like best about the product?
That email and phone calls are all tracked in one place. Makes it easy to go through old tickets and see a complete timeline
What do you dislike about the product?
We've had issues with time zones - if our customer, agent, and headquarters are in three different areas, it's been tracking events in all three time zones, vs from where the person is logging in from. Can easily get confusing when trying to understand timelines
What problems is the product solving and how is that benefiting you?
Hosting our training portal, platform for customers to submit tickets, keeping track of tickets
Amazing experience while using integration between Zendesk and KekaHR
What do you like best about the product?
The biggest benefit is to do an easy collaboration, finding the tickets, and having chats externally and internally simultaneously on an ongoing ticket
What do you dislike about the product?
There is not much to say but there are a lot tabs opening while searching for tickets sometimes creates confusion
What problems is the product solving and how is that benefiting you?
It is mainly helping the entire support department which is coordinating with Legal, Engineers and pushing things to Jira and sometimes to Finance also
Great from what I experienced.
What do you like best about the product?
I like that It was simple to use and access after learning more about the basics.
What do you dislike about the product?
I think everything is great from what i've seen but I just havent utilize this program as much to give a full review
What problems is the product solving and how is that benefiting you?
I am not sure what problems I would encounter due to the lack of usage I utilize this.
Great product, not so great support
What do you like best about the product?
Zendesk is the superior platform for customer support in my opinion. Just works great and has everything you need to provide good customer support.
It was easy for us to move to Zendesk, and our support agents are very happy using this support platform. It provides a much better overview, a great and user-friendly interface and a high level of customization for automation, which I really enjoy.
It has been a bit of a hurdle to integrate with Salesforce where we have all of our customer information, but we got there in the end.
It was easy for us to move to Zendesk, and our support agents are very happy using this support platform. It provides a much better overview, a great and user-friendly interface and a high level of customization for automation, which I really enjoy.
It has been a bit of a hurdle to integrate with Salesforce where we have all of our customer information, but we got there in the end.
What do you dislike about the product?
The fact that statistics now is its own product (Zendesk Explore) bugs me a little bit. On top of that, funnily enough, I really do not have a great experience with Zendesk's own support. They made it impossible to contact them through email, so you have to submit a ticket via chat, which is a very frustrating process, having to answer a bunch of automated questions before you can write your message.
We just returned to Zendesk after a few years of using another platform. We are happy to be back, but I was surprised to see the decrease in their own support quality.
We just returned to Zendesk after a few years of using another platform. We are happy to be back, but I was surprised to see the decrease in their own support quality.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to deliver high-quality support to our customers (SaaS company). The platform does a great job at delivering a good overview and viewing previous support history for users/accounts. Has a ton of integrations and add-ons and a high level of customization. At the end of the day, Zendesk allows our support team to be as efficient as possible while also providing a good experience for customers.
Easy to use and convenient
What do you like best about the product?
The user interface is not only sleek and intuitive but also remarkably user-friendly. A big plus for me is also the gradual usage of AI especially when creating new intents.
Also, I appreciate how easily I can edit an intent. Adding new intents is fairly easy and the implementation of the whole bot was also straightforward.
Also, I appreciate how easily I can edit an intent. Adding new intents is fairly easy and the implementation of the whole bot was also straightforward.
What do you dislike about the product?
I would recommend that you add instructions on creating different types of entities. I also have a hard time when I need to translate an intent since after copying the whole intent, the "Link to another reply" blocks remain with the previous language I've copied from instead of switching to the new language I've chosen. For example, when translating into Italian, we copy the English intent. All of the "Link to another reply" blocks remain in English when we already have them translated in Italian.
What problems is the product solving and how is that benefiting you?
Our chat bot is helping our Customer Support team collect more information and it drastically decreases ticket processing time. Our agents are able to solve more issues thanks to the aggregated information from the chat bot
Excellent experience
What do you like best about the product?
Ultimate AI impresses across the board. Its intuitive interface ensures ease of use, while implementation is seamless. Exceptional support from the team and the key account manager enhances the overall experience. With versatile features and effortless integration, it's a reliable choice for building a chatbot to help you with your day-to-day tasks and ease your customer support team. We use it daily for all of our client chats.
What do you dislike about the product?
We haven't encountered any issues so far.
What problems is the product solving and how is that benefiting you?
The chat bot joined our support team as a virtual assistant. Thanks to the integration with Ultimate AI, our chatbot is able to provide first-level support to the users of our app, by answering frequent questions and handling simple and repetitive cases.
Our bot Vicky eases our team by providing assistance to the clients with basic inquiries and gathering information and passing it onto our team for a detailed review.
Our bot Vicky eases our team by providing assistance to the clients with basic inquiries and gathering information and passing it onto our team for a detailed review.
This is one of the easiest way to communicate with the clients/customers through chat or email
What do you like best about the product?
What I like most about Zendesk is its interface. It's very user-friendly, very easy to use and all the buttons are very understandable to someone who is not that tech savvy like me. The best part of it as well is you have an option to incorporate other details from another tool, which makes our workflow so much easier.
What do you dislike about the product?
there is nothing I don't like about Zendesk
What problems is the product solving and how is that benefiting you?
Zendesk Support is helping us solve our customer's inquiries much faster as we have an option to create a knowledge base on it
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