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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.
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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
Easy to manage tickets
What do you like best about the product?
Zendesk allows you to easily manage tickets and stay organized by client/account and user. It also connects to Salesforce, which is helpful.
What do you dislike about the product?
There could be more automated/templated responses.
What problems is the product solving and how is that benefiting you?
Easier to track interactions, and allocate to teammates.
good product, needs to be managed.
What do you like best about the product?
Ease of use. plugins, and flex, and popular product.
What do you dislike about the product?
if you're looking for a system that will give you everything out of the box, this isn't it, needs to be masssaged and customized.
What problems is the product solving and how is that benefiting you?
ease of use, tech teams like it.
Excellent customer care and weekly catch ups
What do you like best about the product?
I love how you can make a change and publish it straight away.
Ease use of the platform
Frances is amazing !!! I woud be lost without her !
Ease use of the platform
Frances is amazing !!! I woud be lost without her !
What do you dislike about the product?
Nothing I love ultimate , its the best !
What problems is the product solving and how is that benefiting you?
Its guiding users the our help centre with the answers they need so a ticket is not logged to support
chat bot is great, helpful features are extra & customer service is ironically terrible
What do you like best about the product?
chat bot with pre-loaded questions, canned responses
What do you dislike about the product?
customer service is very cumbersome and unhelpful
What problems is the product solving and how is that benefiting you?
chat bot to filter commonly asked questions
Amazing support
What do you like best about the product?
Our Customer Success Manager at Ultimate is fantastic - very available, interested in our feedback, and very very helpful. We have had lots of support in the implementation which has made the prosess seamless and fun.
What do you dislike about the product?
Nothing in particular, Ultimate Dashboard is an easy and intuitive tool to use.
What problems is the product solving and how is that benefiting you?
Ultimate and the chatbot is helping us reduce the number of chats our agents have to handle, and increase the amount of customers that use our self service tools.
ZenDesk Support
What do you like best about the product?
Easy to keep track of customer support issues for our hundreds of customers. Easily integrates with our other CRM's for seamless support
What do you dislike about the product?
Some of the more in depth featurse can be difficult to learn on the fly.
What problems is the product solving and how is that benefiting you?
Our ability to create support tickets and assign tasks for assisting a customer through a problem or complaint. The ability to update from ticket 'open ' to 'pending' to 'solved" has been beneficial.
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