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Zendesk makes it so keeping track of support is easy and hassle free
What do you like best about the product?
I don't have to find all the times I've contacted customers,...each ticket chronologically manages itself so all i have to do is reply to the notifications I get.
What do you dislike about the product?
The way we have it up is confusing, as we don't have a dedicated support email, so I have to manually sift through what's actually a customer vs. some Joe Schmo trying to sell us some software.
What problems is the product solving and how is that benefiting you?
I get back to customers quickly with the mobile app, which they appreciate.
Recommendations to others considering the product:
It's easy. We haven't tried others, but had heard Zendesk kills it, and so far so good!
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Good Live Chat Solution
What do you like best about the product?
Zopim live chat is a breeze to set up and interact with site visitors within minutes.
What do you dislike about the product?
Zopim triggers have sometimes not worked properly.
What problems is the product solving and how is that benefiting you?
Zopim provides real-time customer service and allows one representative to handle multiple chats at a time if needed.
Recommendations to others considering the product:
Try out the 14 day free trial and see if you can realize the benefits of Zendesk chat's analytics, triggers and other cool features.
Great process
What do you like best about the product?
How easy it is to use. It took my team a few days to master this.
What do you dislike about the product?
The GUI could be a bit prettier, but thats just me being picky!
What problems is the product solving and how is that benefiting you?
Support. It has streamline communication
Software is ok. Tech support needs improvement.
What do you like best about the product?
The software is easy to use. Flow of the ticketing is pretty logical and makes sense. Training new employees has been much easier then before.
What do you dislike about the product?
Speed of the movements between screens could be more fluid or they could be all in one screen wilt just more scrolling. It is manageable but would make for a smoother experience especially if you have to jump between screens already just to get the information for the ticket.
What problems is the product solving and how is that benefiting you?
We were able to automate the outages and updates instead of just having to find the emails.
Recommendations to others considering the product:
Speak with other that are using he software already. I was able to see setups and hear first had from others in my industry who were already using the software.
So Much Better Than Email!
What do you like best about the product?
I love Zendesk Support. It's very user friendly and easy to navigate. I like the "tags" feature. I like being able to search for tickets based on different search criteria.
What do you dislike about the product?
I don't like how if I don't add an "assignee" to a new ticket, it's basically lost in space. Even if the recipient responds, the ticket does not go into "needs actions".
What problems is the product solving and how is that benefiting you?
I work on a team and I love that we can all answer back and forth emails when they come in, instead of having to answer separately from private email addresses. We can all be on the same page with the issues coming and work together on the resolution.
Recommendations to others considering the product:
You Won't regret it!
Great Program
What do you like best about the product?
I like that Zendesk Chat offers an easy to use platform with helpful tools for our customers.
What do you dislike about the product?
What I dislike about Zendesk Chat is the integration into other systems that we use is sometimes flawed, but this is not an error on Zendesk alone.
What problems is the product solving and how is that benefiting you?
Business problems that we are solving with Zendesk Chat are being able to quickly resolve customer's pressing questions and providing clear directions for the customer. This has granted us the opportunity to assist more customers as business ramps up.
Recommendations to others considering the product:
I would recommend that others use a trial of Zendesk Chat and allow for a decent time frame to ensure that the platform meets your needs and the needs of your customers.
Great Customer support tool
What do you like best about the product?
I like the ticket management UI the best, but the analytics tools are not bad either.
What do you dislike about the product?
The analytics tools could be more robust.
What problems is the product solving and how is that benefiting you?
We use this for all our customer support ticket management.
A great way to interface with customers
What do you like best about the product?
Gives you a more instant connection with your customer. Adding this with Zendsek allowed me to know what a customer needed in real time versus waiting for an email response. This also emailed the chat log with the customer's information to them. Then it created the ticket with all of this as well.
What do you dislike about the product?
It was a bit resource intensive. Sometimes it would be slow to react or take too long to load up a conversation. If they could speed it up a bit more the product would be excellent.
What problems is the product solving and how is that benefiting you?
The need to support customers in real time.
Recommendations to others considering the product:
There are a few options out there in terms of chat but this one works really well and integrates directly with Zendesk. There is a lot of information that you can gather with it and is probably the best support chat I have seen.
Best in class for a reason
What do you like best about the product?
The customization capability is what really sets Zendesk apart. Administration and management of the system are incredibly intuitive and the UI is stellar. Being able to define workflows has been important for our organization, along with customizing views to understand specific issues within components of our platform
What do you dislike about the product?
My only real gripe is the helpfulness of the individual dashboard to my employees. This screen has the ability to be powerful but ends up hardly ever being used because of the impact to the end user
What problems is the product solving and how is that benefiting you?
Rapid response to platform issues with our SaaS offering. Tied into our account, SSO into Zendesk, the experience is seamless and easy for the team
Recommendations to others considering the product:
If you need a racecar, don't try to fit your needs with a Pinto
Just what I need
What do you like best about the product?
It's my go to place to easily view, communicate, and resolve important problems.
What do you dislike about the product?
The chat product is separate and sometimes there's a lag between the two. The emails generated have a lot of noise.
What problems is the product solving and how is that benefiting you?
Support! Our customers with questions and concerns about our product use the chat widget to chat it in. Also, they can email us to ask questions.
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