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Innovative and enhance CX
What do you like best about the product?
intuitive implementation, maintenance, and customization based on your business.
What do you dislike about the product?
Timeline of releasing new features that are prioritiesd by other new features.
What problems is the product solving and how is that benefiting you?
Repetitive questions of customers
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A game-changing partnership
What do you like best about the product?
We've been working with Ultimate since January 2023, and it has been a wonderful partnership. There is excellent customer support, a super easy to use front end system, and new features being added all the time.
What do you dislike about the product?
At times - like with every company - there can be the occasional bug or glitch, but this always swiftly dealt with.
What problems is the product solving and how is that benefiting you?
As we have gotten busier, Ultimate has allowed us to deflect a healthy number of queries to the bot in order for customers to self serve. This frees up the time of the agents to deal with more complex and nuanced problems.
Super Flexible Platform that automates and organizes support
What do you like best about the product?
I love how easy it is to create processes and handle customer requests. We were able to set up a very useful workspace mostly off of help articles. Their open API made it super easy to integrate into our software so the support has our brand and feel to it.
What do you dislike about the product?
As they add different solutions for CRM etc, it seems to water down the strength of being a great support platform. The onboarding process included webinars that often times were not on anyone's schedule at Zendesk, so you never knew when you might join an empty meeting.
What problems is the product solving and how is that benefiting you?
Streamlining and organizing support and feature requests, organizing the way that feature requests are fed to Jira to allow the improvements to our app to be reliable, fast, and meaningful.
Useful Automations
What do you like best about the product?
Setting up automations makes using zendesk super quick to go through tickets
What do you dislike about the product?
I wish that there were more AI features like automatically suggesting certain replies
What problems is the product solving and how is that benefiting you?
We are able to answer customer support queries
Maximizing Efficiency and Satisfaction: A Review of Zendesk Support Suite
What do you like best about the product?
Zendesk Support Suite's seamless omnichannel integration and robust ticketing system have greatly improved our customer service efficiency, while its advanced analytics tools are instrumental in enhancing team performance and strategy. The intuitive interface makes it easy for our team to track, prioritize, and resolve issues, boosting overall customer satisfaction.
What do you dislike about the product?
I find Zendesk Support Suite to be quite expensive, especially since it lacks a free plan, and the customization options are somewhat limited, making it challenging to tailor to our specific needs. Additionally, while it offers some basic collaboration tools, my team and I often struggle with smooth internal communication, and we usually need help from Zendesk's customer support to learn new features.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has effectively streamlined our internal helpdesk operations, providing a centralized platform for managing and resolving issues related to our ERP system, which has significantly improved resolution times and IT efficiency. By offering a cohesive ticketing system and easy-to-navigate user interface, it's helping us to minimize downtime and enhance productivity across departments.
Great way to provide a database to your customers
What do you like best about the product?
The ability to provide catalog information to your clients and also having a life support feature has been great for customer support
What do you dislike about the product?
I wish there were more customised features within article creation. Also wish that category pages had more customisable features.
What problems is the product solving and how is that benefiting you?
It's solving the issue to keep our clients and customers updated with changing landscape of laws that we are dealing with. This benefits us as our old platform was not nearly as user friendly.
great product
What do you like best about the product?
The ease of use when setting everything up for the first time and the chat support while in the trial period.
What do you dislike about the product?
Support tickets don't have the fastest responses some days but nothing major.
What problems is the product solving and how is that benefiting you?
managing internal user issues with big erp and office 365 applications
Easy to use and organize for our specific needs
What do you like best about the product?
I like how the Zendesk dashboard can be customized for our business needs. Support categories are constantly being created for new issues and the changes can be made fairly easy.
What do you dislike about the product?
The reporting is lacking. It has improved a bit from when we first started using it, but navigating the menus is difficult.
What problems is the product solving and how is that benefiting you?
It helps us to keep up with our daily support requests.
Great way to organize help desk tickets
What do you like best about the product?
We used to track all help desk tickets through email before Zendesk. We now use their ticketing system so we don't have to work on email and we can make sure a ticket is assigned to a user so more than one person isn't working on the same thing.
What do you dislike about the product?
Learning to navigate the system was a little difficult, but once you use it for a while it becomes easy to navigate.
What problems is the product solving and how is that benefiting you?
Creating a ticketing system.
Not as intuitive as other options, but more reporting flexibility
What do you like best about the product?
I like how easy it is to set statuses for tickets and the customization included.
What do you dislike about the product?
Their customer service has not been as good as I thought it was going to be. We were not as supported as I thought we would be during implementation.
What problems is the product solving and how is that benefiting you?
Customizable analytics tool. There's multiple ways to dice up data from our support tickets we receive, which is a huge benefit.
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