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Stellar!
What do you like best about the product?
I love that it will add a support ticket as soon as you answer the call. i like that it will give their phone # if you get disconnected somehow.
What do you dislike about the product?
That it doesn't always generate a ticket or that it does not always say how long you were on the call.
What problems is the product solving and how is that benefiting you?
Sizing issues, orders missing, shipping delays, defective items, etc.
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Great product
What do you like best about the product?
Everything is very thought through and easy to use. When we have a problem we are trying to solve for customer service or even internal collaboration we have turned to Zendesk.
The macro and trigger systems have help us automate a number of things while still providing great customer service.
The customization is great and really has helped us solve a number of issues. If a person is looking for a ticking solution I would highly recommend looking at Zendesk.
The macro and trigger systems have help us automate a number of things while still providing great customer service.
The customization is great and really has helped us solve a number of issues. If a person is looking for a ticking solution I would highly recommend looking at Zendesk.
What do you dislike about the product?
I have not found much to dislike about it. it does not have a built in NSAT score tool (only basic are you satisfied, yes/no) which is something we The only issues we have run into are syncing data with our homegrown CRM but that is more an issue with us rather than ZD.
What problems is the product solving and how is that benefiting you?
We are able to easily track the workload of tickets coming in while still providing an excellent experience for our customers. With the ability to segment, prioritize and categorize tickets we have gotten two different departments involved in using it, Customer Success and Technical Support.
We are also going to be able to easily gather ideas for improvements to our products from customers and employees through the Community feature. It has been a very beneficial product.
We are also going to be able to easily gather ideas for improvements to our products from customers and employees through the Community feature. It has been a very beneficial product.
Recommendations to others considering the product:
It is very easy to use and will really help you if you are using email or less sophisticated products to provide customer service.
Overall a great help desk for our team
What do you like best about the product?
The program is pretty customizable -- that is by far my favorite feature. We've had to revamp our helpdesk process a couple times, and, overall, Zendesk is capable of fulfilling our needs every time we did over haul things. If you have SLAs, you can see color coded timers that let you know you are about to break those agreements. The dashboard fives you a lot of flexibility to analyze the data that is important to your team.
What do you dislike about the product?
There are only 1 thing that really bugs me about Zendesk - once you close a ticket, NOTHING can be edited. So if you decided to run an analysis that requires an additional piece of data, there is no way to add.or edit that data point for all closed tickets. For example, we decided to track tickets by individual organizations rather than the unbrella organizations, but all 3 yrs worth of closed tickets could not be changed. We had to export the data and change it outside of Zendesk, which is okay, but it was seriously inconvenient.
What problems is the product solving and how is that benefiting you?
A platform for our product/customer service to team to improve how we communicate with customers that need help with our product.
Recommendations to others considering the product:
This is the only helpdesk software I have ever used, and don't think I would consider other ones at the moment. It's easy to use, customizable, and has great data analysis tools.
Our finalist for web chat services
What do you like best about the product?
It was easy to implement which was key since our web team is not in-house. Lots of features - saved chat & customer history being the key.
What do you dislike about the product?
Nothing really. Every time I think I have an issue I find the solution. As we get higher volume web traffic there is the possibility for new issues, but so far so good.
What problems is the product solving and how is that benefiting you?
Adding a chat option to your website is a must for any company offering a "service". We offer a service where there are a lot of opportunities for questions throughout the process, this gives our customers and potential customers another option to communicate with them. Also real time stats on where people are coming from and where they are visiting our site.
Recommendations to others considering the product:
Great chat widget. Price is right for all the features included and great for small businesses/start-ups.
Easy to implement and scale
What do you like best about the product?
It integrates with with our eCommerce platform (Shopify) and phone service (RingCentral). It is easy to set up and implement, including tagging and triggers.
What do you dislike about the product?
Zendesk does not allow direct reply and management of Facebook comments via the platform.
What problems is the product solving and how is that benefiting you?
Scaling customer service. We are better able to measure the types of inbound inquiries, track interactions, and scale our customers without scaling our team as quickly. Zendesk allows us to be professional and prompt with customer management.
Simple and effective
What do you like best about the product?
Zopim is our choice software for fielding live support. We use it on our own site and install it for clients. The look and feel is nearly perfect out the box. The usability is great for non-technical users we have to train to use live support. The trigger system is epic at starting chats. One of my favorite pieces of software I use everyday.
What do you dislike about the product?
The look and feel is nice out of the box, but lacks advanced/custom changes. Very constrained to a small box . Other software is getting more creative and stylized with their pop up boxes.
What problems is the product solving and how is that benefiting you?
Helping connect website visitors to CSRs, sales reps, or whoever they should be in contact. We realized people LOVE using chat.
Solid Help Desk Support System
What do you like best about the product?
-muliple methods of ticket submission (email, online)
-easy to manage tickets
-lots of integrations with different apps (JIRA On Demand, Slack, etc.)
-easy to use API
-large library of rules
-easy to manage tickets
-lots of integrations with different apps (JIRA On Demand, Slack, etc.)
-easy to use API
-large library of rules
What do you dislike about the product?
-mobile app is rather poor
-poor disconnect between new and old features
-poor disconnect between new and old features
What problems is the product solving and how is that benefiting you?
Zendesk provides our organization with an easy to use ticketing help desk system to better interact with our customers and keep track of requests, issues and more.
Recommendations to others considering the product:
Zendesk has so many great features which must be enabled. Stay on top of all the new features to maximize your experience. We have fallen behind and as a result, we are not utilizing the software to the full extent.
Easy, Intuitive and Efficient
What do you like best about the product?
We moved to Zendesk from an on-prem software that was so cumbersome to use and complex to understand. We like the easy to understand web interface, flexibility to connect to external applications, flexibility to send an internal note and easy way to merge the two tickets.
We like their user-based pricing model, it brings down the entry barrier for small and medium companies.
We like their support - very smart and thoughtful staff.
We like their user-based pricing model, it brings down the entry barrier for small and medium companies.
We like their support - very smart and thoughtful staff.
What do you dislike about the product?
I wish they could provide much more granular analytics that can be used to find the actual TAT in issue resolution.
It would be great if they can improve on their messenger and make it a separate application and not part of the web application.
It would be great if they can improve on their messenger and make it a separate application and not part of the web application.
What problems is the product solving and how is that benefiting you?
We are using Zendesk as a ticketing system as part of our customer support.
Recommendations to others considering the product:
Enhance the analytics around user and issues
Zendesk Review
What do you like best about the product?
It's easy to use. You can customize it for your team.
What do you dislike about the product?
Sometimes it has synching issues with our phone system.
What problems is the product solving and how is that benefiting you?
Customer inquiries.
Great site for monitoring concerns
What do you like best about the product?
This allows us to keep up with customer questions, the answers we provide
What do you dislike about the product?
I would like a button for eliminating some posts.
What problems is the product solving and how is that benefiting you?
Allows more than 1 person to respond to a request or customer concern.
Recommendations to others considering the product:
great, easy to use, does not require a lot of training
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