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Utilizing Zendesk = Winning
What do you like best about the product?
For the past couple of years, we've been utilizing Zendesk, and the positive impact it's had on our ability to serve customers has been truly remarkable
What do you dislike about the product?
Nothing comes to mind at the moment, Zendesk is able to do all that we want it to.
What problems is the product solving and how is that benefiting you?
This platform has streamlined the process for our agents to efficiently resolve customer tickets, calls, and chats.
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Manager of your email's
What do you like best about the product?
Zendesk helps me and my 2 companies in managing contact with clients and between departments. Macro's and easy transfering tickets to other departments really improves quality of work and make it much faster. Also it is easy to see who sent which email whick makes it easy to check for any errors. Both of my companies are using this tool everyday.
What do you dislike about the product?
At times zendesk got some errors and did not work but well, it is not common for almost any software on a market ;)
What problems is the product solving and how is that benefiting you?
Zendesk helps me in every day work while contacting clients and helping them with their problems. Also contact with other departments is much easier while using zendesk.
Great insights on text channels
What do you like best about the product?
That it allows you to easily drill in to the data on the dashboards
What do you dislike about the product?
It does not always show results when you search the chat channels using a customer contact number.
What problems is the product solving and how is that benefiting you?
The ability to easily share and transfer chats as well as to escalate within the same system and have a full record of current and previous conversations.
Also, the ability to assess productivity and effeciency.
Also, the ability to assess productivity and effeciency.
Super user friendly
What do you like best about the product?
I like that other software can easily be connected.
What do you dislike about the product?
I really have nothing that I don't like!
What problems is the product solving and how is that benefiting you?
It was helping us help customers with issues that they cannot describe without showing us.
All-in-one solution.
What do you like best about the product?
I like that Zendesk has a good combination of products in the suite, making it an all-in-one solution.
What do you dislike about the product?
I wish that Zendesk would enhance the Talk feature by expanding the capabilities of its API.
What problems is the product solving and how is that benefiting you?
By having everything in one suite, like phone support, email support, knowledge base, etc.
Zendesk is Awesome!
What do you like best about the product?
Organized repository of issues, trackable responses, macros for most commonly asked questions that we receive every day.
What do you dislike about the product?
I have not found anything I dislike yet.
What problems is the product solving and how is that benefiting you?
The shear volume of emails to our operations and accounting teams, copying everyone on the email, asking the same question over and over is repetitive, time consuming, inefficient and lacks accountability. It allows us to quickly and efficiently get the question or concern to the correct person, through the workflows that can best resolve the issue.
Zendesk Suite exceeds expectations
What do you like best about the product?
I haven't used Zendesk for a few years, but now that they have an amazing Suite it's a no brainer. In fact their ability to bring on meaningful AI will change the way you handle customers forever.
What do you dislike about the product?
Zendesk still has an opportunity to get better at alignment of the customer profile and lifecycle rather than being so transactional
What problems is the product solving and how is that benefiting you?
Real time resolution and better KPI total engagement
Robust Support Suite that is always innovating
What do you like best about the product?
The Zendesk Support Suite is very robust and can be highly tailored to our business needs. Our concerns were put to rest once we found how highly customizable Zendesk was, accompanied by a support and services team that listens to product feedback and open to improvements.
Features such as Omnichannel and skills based routing have been critical to the success of our support services. Also, reporting to pair and evaluate productivity.
Zendesk also keeps getting better with new features and adjustments to functionality. Glad to see how open they are to innovation, taking on the AI future, and continual communication on their roadmap.
Features such as Omnichannel and skills based routing have been critical to the success of our support services. Also, reporting to pair and evaluate productivity.
Zendesk also keeps getting better with new features and adjustments to functionality. Glad to see how open they are to innovation, taking on the AI future, and continual communication on their roadmap.
What do you dislike about the product?
There is always room for improvement. With Omnichannel, there is a little more to be desired when it comes to historical reporting. Getting historical reports centered around schedule adherence, dates/times of status changes, and schedule gaps are key to the success of measuring productivity and capacity. Its my understanding there is already a lot of work and upcoming releases that will address these however.
Lastly, agent notifications when tickets are assigned through omnichannel. We have good notifications (sound and popup) for Messaging chats, but nothing to that caliber for other ticket channels such as email. This is key to hitting fast first reply times. Would also be great to extend this to other functions like notify (via pop and/or sound) of tickets sitting unassigned before or past SLA, etc.
Lastly, agent notifications when tickets are assigned through omnichannel. We have good notifications (sound and popup) for Messaging chats, but nothing to that caliber for other ticket channels such as email. This is key to hitting fast first reply times. Would also be great to extend this to other functions like notify (via pop and/or sound) of tickets sitting unassigned before or past SLA, etc.
What problems is the product solving and how is that benefiting you?
Increasing capacity and efficiency with features such as omnichannel and skills based routing. Additionally, promoting self service through the knowledgebase, article recommendations, and chatbot.
Zendesk Review
What do you like best about the product?
Everything in one box, the team has the tools they need
What do you dislike about the product?
have to use market place too much for tools
What problems is the product solving and how is that benefiting you?
We don't have a lot of dev resources so we use the suite
Zendesk is very user friendly and most things are out of the box. Automation and Triggers help.
What do you like best about the product?
I like that you have everything in one and don't have to add too many apps
What do you dislike about the product?
There's nothing I disklike as there are so many options
What problems is the product solving and how is that benefiting you?
It is solving our workflows and how ticketing for our team works. The automations and triggers help with making sure tickets go to where they need to go
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