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Easy Integration, Easier Communication
What do you like best about the product?
Installs in seconds. We use it on multiple Wordpress sites and it simply works consistently.
What do you dislike about the product?
I would prefer an easy integration with Google Analytics that can track engagements as goals.
What problems is the product solving and how is that benefiting you?
We can eliminate time on the phone for our customer service team. It is responsive and works on every device.
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Help Desk simplified
What do you like best about the product?
Ticket management, ticket automation, automatic ticket responses
What do you dislike about the product?
Some limitations on fields that you can't trigger on, or perform automated tasks.
What problems is the product solving and how is that benefiting you?
The biggest problem we are solving is getting our SLA down for our helpdesk. We have turned hours and days waiting for responses into 15-20 minutes.
Recommendations to others considering the product:
Get a good relationship with your Account Manager. They can find you alternative methods and answers that you may not have thought of or didn't know exicsted.
help to keep track, needs to improve integration with facebook messaging
What do you like best about the product?
This is a great CRM for the small business I work with that needs to keep global inquires organized with timely responses. We also have been able to weed out daily spam we used to be consumed by and stream our warranty process. As the main person that deals with online customer service, I have found this has really helped answer more customers and more easily assist them from start to finish.
What do you dislike about the product?
It does not integrate with facebook messaging very well. I used to be really good at responding to fb messages right away and we had superb published answer time. We switched FB messages on our FB page to zendesk and stop getting notifications and every time we anwered from Zendesk it made like a new message rather than a response, our response time went up and we were not getting customers as quickly. We ended up turning this notification off. The notifications to personal email need to improve, I don't get all of them since we have a group and as result unless I am constantly in their portal checking, I sometimes unaware a customer responded for a couple days.
What problems is the product solving and how is that benefiting you?
We used to use an email account for customer service and it was a mess. We would have customer calling that we never responded them for a month and then would search to find the email. We also sent a lot of time going through spam every day to get customers emails. Because we use livechat, ecomm site and a variety of CS email addresses, we were getting duplicate questions answered by different people or not answered correctly at all. Zendesk has helped us streamline and organize this for our small but across the world team.
Recommendations to others considering the product:
Definitely consider this for your CRM but be aware you need someone actively monitoring it daily and also maybe not best for some social site CS where they publish response times
Great 3rd party plugin, easy to use!
What do you like best about the product?
I liked that they have a free one we can use. Because our business is small and we have less than 15 employees, we only needed 1 person on the live chat for our website to answer any questions.
What do you dislike about the product?
There wasn't much to dislike, they even have a free one that you can use if your business is small and you don't need a lot of admin users logged in at one time.
What problems is the product solving and how is that benefiting you?
Our company specializes in website design and marketing services. We wanted to have a live chat feature on our website so that people who would rather chat than call or email have the option to do so.
Recommendations to others considering the product:
If your company sells E-Commerce or is a business solution that might get a lot of inquiries on a daily basis, this live chat feature could be helpful. Or if you have a lot of employees and need to do daily inquiries, then this would be great!
Good though costly restrictions
What do you like best about the product?
The easy to use software and having web base customer service portal
What do you dislike about the product?
Costly, Not very adaptable. Account managers are not great
What problems is the product solving and how is that benefiting you?
None
Easy Chatting
What do you like best about the product?
Its a script that you can add to the top of your file that you want the chat to work in. The snippet is short and works pretty well.
What do you dislike about the product?
Customizing the colours and the icons are a little difficult given the choices. This would require digging into the code and doing it from there.
What problems is the product solving and how is that benefiting you?
We can engage users who are on our website live right at that moment. The benefit is that there would be more conversions.
Recommendations to others considering the product:
Its a good product for what it does. Just be aware of the lack of customization but if you are using it for the basic features it gives, it does its job well enough.
Honest Zendesk Review
What do you like best about the product?
I don't really like much about Zendesk except a few i.e It supports a lot of integrations which is why it is the number one choice for anyone looking for a customer service software, It is fairly priced hence the aspect of cost when you are comparing it with other alternatives is not of much imapct and lastly it supports almost all social media channels for you to use as a source for your tickets. However with all this great integrations and chanels available for you to integrate and use on Zendesk, i still do not consider it as the best.
What do you dislike about the product?
I dislike the look of it, Zendesk colors are dull and not cute. The green-ish color is not beautiful and the fact that there is no other color makes it look really dull and boring. Second setting it up - It feels like the settings are all over the place and not easy to get to them. They are poorly categorized one has to search for everything and if you don't know what you are looking for you may not even know if that feature is available or not.
For the features available, some of them don't clearly tell you what they work so for someone with no idea of what some of the features do, won't be able to set it up correctly.
The customer service of Zendesk is really bad, either they are lazy or don't know much about Zendesk itself and the technical part of it.
For the features available, some of them don't clearly tell you what they work so for someone with no idea of what some of the features do, won't be able to set it up correctly.
The customer service of Zendesk is really bad, either they are lazy or don't know much about Zendesk itself and the technical part of it.
What problems is the product solving and how is that benefiting you?
We wanted to use Zendesk to solve customer service problems, we wanted to make sure that customer service is happening at one place. Be a query on email, Facebook comment, a tweet etc... we get all those at one place and a customer service rep will resolve the issues from this one place, in this case, Zendesk.
Recommendations to others considering the product:
It is a powerful software, won't crush on you or anything like that but is extremely COMPLICATED. You need to have a know how of this kind of software to be able to set it up correctly.
Ticket Management Made Easy
What do you like best about the product?
As someone who never used a ticket management or knowledge base system before, I absolutely love using Zendesk. I love the ease of using the platform and the integrations. Their knowledge base system allows you to save past versions of articles for reference as well as create drafts. Perfect for any company / product with consistent growth or development.
What do you dislike about the product?
If I had to choose one thing, it would be the Zopim integration. I absolutely love this integration but it feels a bit new and there are some kinks to work out. I can't seen to stay logged in to Zopim within the Zendesk app. Sometimes the Zendesk Knowledge Base is so robust it can be hard to search to the relevant articles.
What problems is the product solving and how is that benefiting you?
The use of the Zendesk widget combined with the knowledge base & their new web widget customization for knowledge base articles really allows our customers to get the help they need quickly. The Zopim integration has been critical for us to help user in real time!
Recommendations to others considering the product:
Perfect for companies of all sizes. Allows you to scale as your grow!
Zendesk Review
What do you like best about the product?
The metrics Zendesk provides is amazing to be able to manage our customers, team and time.
What do you dislike about the product?
I dislike the phone integration. It is not always reliable which can cause frustration for both customers and agents.
What problems is the product solving and how is that benefiting you?
We have been able to organize customer feedback and pass it along to the appropriate teams which was something that we were never able to do before. So information sharing is much easier and faster!
Recommendations to others considering the product:
Zendesk will definitely be a great help to any company looking for CRM system. As you start to take advantage of all the features you will also learn a lot about your customers!
Zendesk daily user
What do you like best about the product?
Keeps total history of all tickets/correspondence with customer. Easy to add new users/customers, easy to classify ticket and tag/category type.
What do you dislike about the product?
Reporting is so difficult. Hard to figure out how support teams are doing and how much volume/time/waste is happening is completely manual.
What problems is the product solving and how is that benefiting you?
Incoming customer support help. Benefits realized are being able to have different teams manage inbound support issues and be able to transfer to different teams without people reaching duplicately.
Recommendations to others considering the product:
Figure out beforehand how you measure success with the product and implement tracking/measuring success early before it's hard to build the reports. Also assign different user groups to different levels of access.
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