Zendesk Support Suite Avis et détails du produit

The email contact with the Customer service agent.

THE TWO STEP PROCESS TO GET THE INFORMATION THAT I NEED.

HELPING ME FIND REPORTS FASTER AND EASIER WITH KEY WORDS.

It was very easy to create the ticket and Adam was knowledgeable to answer my questions and answer other questions I had

What I didn't like was that after I posted my query it gave me a response time of 2-3 days and I looked away after that. Luckily I did not close the tab but after 9 minutes (and thankfully) Adam popped up on the chat ready with my answer.

I could not find out where the events button was. Adam helped me understand that we are using the basic view. I did not know there was a more advanced view so this is great.

Calling within the web browser application- I like the possible integration of the software with Zardama cloud calling solutions; this has made us serve clients through calling where they can request a callback, or they can call our Zardama phone number, which we integrated within Zenesk to help us manage communication in one place. The calls provide good audio quality with the ability to filter unwanted background noise; the IVR menu as well helps us to guide clients according to their selections; they are routed to the correct support department and hence being more organised

The software is so expensive for smaller businesses to use the valuable plans with more business support and helpful features. It would cost us $99/month per agent to use the tool to meet our business needs, which at times affects our ROI. They often do product maintenance and release more features but unfortunately they do not update the knowledgebase simultaneously

We use the Interactive Voice Response (IVR) to provide self-support to clients by choosing selections; they can press 9 in case they need assistance so the call can be routed to any agent. We use the tool to provide customer support through different channels like calls using zendesk call integrated with zardama. This helps our clients to call us anytime and respond to their calls through zendesk in the web browser. Call recordings are used to train operators on how to handle clients. Zendesk has helped us to grow and heas increased our revenue

Fast support team, and helpful FAQ section, whatever problem we have there is always an answer.

The UI can be difficult to use at times.

Had a backlog over 1000 emails since switching over our team has completed the backlog and handling emails more effincently.

The ease of integration of new channels. For me, Zendesk is like an Ikea furniture: easy to build, with multiple possibilities of customization and parameterization

The few possibilities of parameterization under Guide: No possibility of cloning articles, an article cannot appear in several categories... Support: no more possibility to send a message via form,

Agents stay on the same screen, without having to change screen at each logicle: 1 screen for the chat, one for the telephony, one for the mails, one for the knowledge base.... Powerful workflow creation tool, which allows to reduce the volume of requests

it is a very practical tool for customer service, fast and efficient, easy to use and an accompaniment for its users, admins, and agents, highly recommended for companies

it will be more helpful if the incoming chats will bassigned in non random way it will be good if the visitors on chats had the full name and the phone number, sometimes we can't find those details zendesk for b2b will be awsome

well due to zendesk we are transmitting the information to customers by an easy way and efficient, and it is way so productive logicly the performance increase with this tool

Zendesk is the lifeblood of our customer support system, and anytime there we have a question or any difficulty, it's always easy to get someone from support to help us get it resolved quickly.

Many of the wonderful features provided by Zendesk assume that the companies using Zendesk have a more robust staff, thereby making some tools not flexible enough to be tailored to our needs.

It keeps all of our customer communication organized, provides ways of visualizing what they are saying to us, and enables us to take both corrective and proactive actions.

I love how Zendesk can be fine-tuned to suit the user's needs. The flexibility that Zendesk provides allows one to organise customer requests in a clear and legible fashion.

A find that the reporting and admin sections within Zendesk can be hard to navigate and use from time to time. Also when updates are made to the system in regard to certain functionalities, it feels as though the changes are implemented with no notification, which tends to make things confusing for a short period of time. It would be great if there could be an undo function implemented that allows the user to delete and undo the sending of an email when a mistake is made. Gmail has this feature and I would love to see this in Zendesk!

Zendesk is helping us to organise our customer care requests in a very efficient and clear way, which in turn enables us to prioritise tickets and respond to our user base in a timely and effective manner.

I appreciate the meaningful opportunities Zendesk provides me for engaging with my customers and assisting with their support needs. I also appreciate how valued and attended to I feel as Zendesk's customer when I reach out for support as an agent.

N/A; I really have enjoyed my experience working with them thus far.

Zendesk Support Suite helps my colleagues and me to track support tickets received by our customers, engaging with them often and providing helpful links to our company's Solution Center effortlessly using their knowledge capture feature.

It's difficult for items to "slip through the cracks" when you are holding everyone accountable via the ticket system.

I am a new user but I have not found anything I dislike so far!

It's enabling us to see analytics surround response time and allows anyone in the company to pick up where someone else may have left off by housing all the client/internal communication related to projects/tasks in one place.

I got a fast response from a ZenDesk Support agent named Jongun. The response contained some known problems and FAQ’s. But in the meanwhile, my original request was solved. It was remarkable that I received another email in which they asked if my problem was solved. Thumbs up for this follow-up!

I didn't receive a real-time chat when I had the question, so the system suggested waiting for a human touch. Luckily, I didn't wait so long to receive feedback from the human agent.

Zendesk Support Suite helps us collect customers’ requests/queries, and we can deal with them in one place. This system allows our company to provide support and handle more than one ticket at a time, improving efficiency.

Reporting using customizable Explore Dashboards and Self Help portal.

Answer bots can be more intelligent. However, we cannot expect more at that price point.

Faster response times and quicker resolutions help improve customer experience.

To save time by returning to the tickets that come quickly with macros. With a simple and plain interface, it does not tire the eyes. Speeding up my work with the mobile application.

Actually, there is nothing that I don't like. It is frustrating to re-open the recording with a comment from the other party only after the recording is closed.

Zendesk Support Suite enables us, as an in-house IT department, to provide rapid support to our employees and provides rapid response to users. We can show performance to our managers with feedback information.

Zendesk has a variety of features we like at our company: 1. Integration- the tool can be integrated with standard tools like social media platforms that help us communicate to clients from their favourite social media platforms from one zendesj, increasing customer support productivity. Mailchimp integration helps us to create and send campaigns to our subscribers from zendesk, and the integration with Trustpilot helps us to respond to reviews within the desk. 2. Customization; I like the possibility of customising and editing triggers. Customising the chat widget and customising custom support email using the DKIM and SPF records has given us total brand uniformity and a professional overview of our help centre using our custom URL.

Though the tool is excellent, it is perfect for smaller enterprises with a good ROI. The smaller package of $49/month/agent, assuming you have ten operators, would mean $490/month, and this is so expensive to smaller businesses, yet you need to pay the operator independently. The tool requires some technical skills to get everything right, like verifying DNS record for CNAME and SPF require little technical skills to get everything started and working out well which may need some extra additional cost if you do not in-house technician

It was hard and time-consuming to respond to clients independently from different platforms. Integrating Zendesk with social media platforms like Facebook, Twitter, WhatsApp, email and Instagram saved us 8 hours we could use in responding to all inquiries. We are more productive as far as customer service is concerned. I use the insights, feedback, and rating to understand how to support operators working with clients for training purposes and create a report for our CEOs and senior support operator manager. Customizinf, the tool like chat widget and emails, has given us a professional look because of brand uniformity and hence a more trusted brand to our clients, which improves sales and positive feedback from review sites

The ability to manage requests in an organized and streamlined manner. The best feature about the platform is the ability to customize it to your liking. Two different Zendesk environments can look entirely different and function in different manners, which shows how versatile the platform is.

They recently cut out their phone support, which is unfortunate, so now you're stuck to email and live chat.

Organizing all IT related support requests.

I liked the ease of being able to use the chat feature once I found it. It was simple, and the representative helping me resolved the issue promptly.

I had previously emailed support, not knowing there was a chat option so I had many follow up requests trying to handle my issue that was was already resolved. Maybe have chat option as first line of resolve.

The request was regarding closure of tickets on a holiday

Zendesk has helped us in a very remarkable way to centralize all the points of contact with our community in one place. This has resulted in better team efficiency and a better customer experience. Our agents find it very easy to collaborate with each other to resolve the tickets we receive. It would have been very difficult for us to maintain the efficiency of the team during the COVID-19 crisis, but with Zendesk we were able to ensure that no channel was left unattended and our response time was hardly affected. With Zendesk, we see ourselves ready to take on growth targets as its scalability sets no limits for us.

The initial setup and configuration is a lengthy process but not difficult to accomplish. The integration with Magento 2 is complex to implement. I would like to be able to send tickets automatically using an app connector like Zapier. I found the analytics section easier to understand years ago. There are some KPIs that I don't know how to get information on now.

We have reduced the response time to all messages from our customers. We have managed to consolidate all points of contact with our customers on a single platform and in a collaborative way among all members of our team. In our case we have centralized emails, responses to contact forms, chat, calls and messages through social networks in one place. With the statistics part we have been able to visualize exactly the number of queries we receive and the response time almost in real time.

Email support works well. And support has been good.

Few too many package choices. Would like to be able to specify data location on lower packages.

We are using it to track email support and telephone logged tickets.

Once I found the chat feature that took me to a live agent it was great. The agent was very helpful and resolved my issue.

It took me a while after going through the bot to get to a live agent. The bot was challenging.

Zendesk has moved some of its features. Therefore, I have had to search to locate where I need to go. It is getting easier to use the longer I use it.

super easy to implement and has a lot of add on apps. it meets our needs and can expand to new features in the future

exporting data like articles to another system will be a pain

increased efficiency of support desk by 30% compared to working in Outlook