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Great Product
What do you like best about the product?
excellent robust support platform we have been using for several years. easy to use, good analytics, scalable model.
What do you dislike about the product?
nothing much. would always like to be less expensive
What problems is the product solving and how is that benefiting you?
we are an ESP with an email platform and we have use zen desk to manage our support tickets and knowledge center.
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Costumer Service
What do you like best about the product?
Well organized and intuitive. Everything is in one place, e-mails and social media. Knowledge base. Live chat. Mobile app is very useful.
What do you dislike about the product?
On first it looks too robust and complicated, but it is not. Some features need improvement.
What problems is the product solving and how is that benefiting you?
Costumer Support. I was working same things over phone, but this is much more easier and allows you better help.
Recommendations to others considering the product:
It makes communication and help with costumers and users much easier.
Gold Standard of Help Desk Platforms
What do you like best about the product?
I keep learning ways to leverage Zendesk. It's the gold standard in CRM tools in my opinion. I have been using Zendesk for over a decade across multiple icon brands. At times managing as many as 7 instances simultaneously, with thousands of agents. It's simple enough that a first time CRM admin can get it up runnning quite easily, whereas an experienced admin can work wonders.
What do you dislike about the product?
Their basic support leaves a bit to be desired. Dedicated account managers and support make a huge difference when needed. They are quite responsive to their enterprise customers, whereas SMBs that can't afford premium support may encounter hurdles with inexperienced admins.
What problems is the product solving and how is that benefiting you?
This replaced our old service desk and it has been great. It allows us to:
Manage our help desk
Create a knowledgebase and self-service portal
Create a community space with announcements and news
Create automations
Scale quickly and easily
Manage our help desk
Create a knowledgebase and self-service portal
Create a community space with announcements and news
Create automations
Scale quickly and easily
Recommendations to others considering the product:
Build your process first, then configure the tool to match your desired process. I have seen too many new admins let the tool guide their process.
Great Experienced
What do you like best about the product?
The workflow and east of use. Super simple to get started.
What do you dislike about the product?
The interface seems a bit clunky at time.
What problems is the product solving and how is that benefiting you?
The instant chat is super helpful. Use it every day with customers.
Recommendations to others considering the product:
Highly recommend. Easy to use, super great support and makes your day to day customer interactions that much easier.
Zendesk is our backbone for communication with customers
What do you like best about the product?
Being able to forward multiple email accounts into our zendesk and have a view for each one.
What do you dislike about the product?
Limited features unless you want to pay big $$
What problems is the product solving and how is that benefiting you?
We use zendesk to communicate with our customers almost exclusively. They are able to contact us and we are able to contact them. We also have our answering service (which we use for overflow calls and when we are closed) connected to our account, so when they get calls a ticket is created for us in our zendesk with the customer's info and why they are calling.
Zendesk
What do you like best about the product?
Does what it says, its help-desk tool. Simple and ease of use. Clean user interface. Functional. Good for keeping track of costumer requests.
What do you dislike about the product?
Lack some features and capabilities comparing to some other similar tools.
What problems is the product solving and how is that benefiting you?
Social media customer service. Having everything is one place means better organization and responsiveness.
Recommendations to others considering the product:
Its perfect help-desk for small and medium companies. Easy of use and easy understanding for total beginners.
Zendesk has been great
What do you like best about the product?
I love that Zendesk has continued to add new features and functionality at a quick pace. They've also done an excellent job building a collaborative relationship with us. We are in touch frequently, receive excellent guidance, and work together to meet our goals.
What do you dislike about the product?
There is nothing in particular to dislike about Zendesk. We have not had any issues significant enough worth mentioning.
What problems is the product solving and how is that benefiting you?
We have implemented a lot of business process automation and our agents are working more efficiently than they ever have previously. We're also offering a self-help portal using their Help Center which has been very easy to use for both administrators and user.s.
Uncluttered costumer service
What do you like best about the product?
This is one of the best Costumer Service SAAS that I have ever come across. First of all, the interface and workflow of the webapp are really nice. Zendesk uses tickets as requests and that makes things very organized for the representatives. It is perfect for the small-medium organization
What do you dislike about the product?
I would say the pricing is a bit high taking in account the other services that do the same. Either way is a good product and the pricing is it's only fault.
What problems is the product solving and how is that benefiting you?
- Costumer Service
- Multi Agent handling
- Paperless, phoneless productivity
- Multi Agent handling
- Paperless, phoneless productivity
Recommendations to others considering the product:
It is a great service, but keep in mind that reporting is not as great for the lower tier of pricing.
Review of ZenDesk
What do you like best about the product?
Fantastic partnership. ZenDesk is clearly invested in turning their clients into experts and advocates for their platform. It gives our associates a more complete view of the customer and integrates well with a number of other platforms that we use for both customer contact management and internal reporting. The relationship with GoodData also allows us much more robust reporting and a unique ability to provide our department and larger organization with deeper insights.
What do you dislike about the product?
Nothing comes readily to mind. They've been responsive about any opportunities to improve.
What problems is the product solving and how is that benefiting you?
Address customer questions through email, while providing a de facto CRM for our associates that integrates with our phone, live chat and SMS solutions. Managing internal cases, both for customers and for stakeholders in the organization. Tracking customer satisfaction through both email and phones. Maintaining a complete view of customer behavior pertaining to customer service.
Recommendations to others considering the product:
ZenDesk is a leader in the marketplace in both technology and relationship. Highly recommended.
The Best Customer Service Tool Period
What do you like best about the product?
The ability to track inbound and outbound customer communication. The ability to track employee metrics including but not limited to QSAT, First Response Time, TPH and a number of other tools. Additionally, when the occasional issue arises with this product the team in SF and Denmark are quick to fix any issues.
What do you dislike about the product?
The only thing I don't like about Zendesk is that it does not have a live chat component. Instead I had to bring in third party tools like live chat. I will say that it does offer a large amount of third party tools which helps this dislike.
What problems is the product solving and how is that benefiting you?
Customer service communication and team metrics and reporting. This tool helped to ensure that our sla's were met and that we were giving the best customer service facing support.
Recommendations to others considering the product:
Conduct the Zendesk team, they're fantastic. Also make sure your director of CS has experience with Zendesk.
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