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Zendesk saves me time and helps me provide great customer service
What do you like best about the product?
As a one-person business, Zendesk makes it much, much easier to manage my customer support and provide my customers with great customer service.
What do you dislike about the product?
Zendesk doesn't provide as good tools as some of its competitors for automating common responses to queries, which would help me to save more time.
What problems is the product solving and how is that benefiting you?
I run a small SaaS business with about 1000 customers, with just me building the site, doing the marketing and providing the customer support. I use Zendesk to manage inbound contacts from customers and help them with their issues.
Using Zendesk has allowed me to effortlessly separate customer support contacts from the rest of my email, keep track of what people are contacting me about and provide a great customer experience while reducing the time I spend providing support.
Using Zendesk has allowed me to effortlessly separate customer support contacts from the rest of my email, keep track of what people are contacting me about and provide a great customer experience while reducing the time I spend providing support.
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Communications made simple
What do you like best about the product?
I liked that you can use multiple apps while you are on the call with the customer to provide the ultimate solution.
What do you dislike about the product?
Did dislike that the grouping can not be manipulated to create a custom desktop.
What problems is the product solving and how is that benefiting you?
We were using another system to handle our customer service calls but it was unreliable and we were loosing valuable customer interactions. With Zendesk we don't have those problems.
Recommendations to others considering the product:
Just give it a try and you will be pleasantly surprised of all that Zendesk offers.
I love it
What do you like best about the product?
Its convenient, it's more up to date meaning I'm able to use it on any device
What do you dislike about the product?
Not sure if I dislike anything about zendesk
What problems is the product solving and how is that benefiting you?
We've recently used zendesk to get our customers faster and more convenient helpm
Work in technical support for 1 year
What do you like best about the product?
I like how seamless the product works with phone and email. I saved a lot of team and keeps everything organized.
What do you dislike about the product?
I dislike how slow the product can run.
What problems is the product solving and how is that benefiting you?
Keeps everything organized and ticket numbers provide a way to reference changes that are made.
GREAT TOOL
What do you like best about the product?
All email, phone calls go to the same place - no more hunting for emails that need a response
What do you dislike about the product?
You can't copy yourself on an email when you are waiting for response.
What problems is the product solving and how is that benefiting you?
No more missed customers who need something. Correspondence between employees are in one place.
Pretty Good
What do you like best about the product?
I can grab it on the computer, my phone, tablet, all that.
What do you dislike about the product?
I can only have one browser based login at a time so I have to use my devices for multipule logins.
What problems is the product solving and how is that benefiting you?
We used to use Olark and it was limited in comparison. We've integrated the chat across platforms. Integrated into our suite of apps and on all our websites and pages. Now we can assist everyone from current customers to new inquiries.
Recommendations to others considering the product:
Keep in mind that there are tiers for how many users you can have and that you can only log into one browser based session at a time.
Zendesk implementation
What do you like best about the product?
Zendesk has helped us organize and manage our support inquiries. I can easily view open issues and make sure we have quick and accurate responses. It was very easy to set up.
What do you dislike about the product?
As an administrator of the system I wish I could directly BCC colleagues (non-Zendesk licensees) on tickets to make them aware of issues.
What problems is the product solving and how is that benefiting you?
Shortened response time and agent efforts with the use of Zendesk Macros.
Effective but limited
What do you like best about the product?
The ability to make groups and triggers, as well as the overall cleanliness of the platform.
What do you dislike about the product?
There is very little in terms of being able to set nuanced permissions or manage tickets if you aren't on Enterprise level. You can also accidentally reply to customers in an email chain, which can be very Not Good.
What problems is the product solving and how is that benefiting you?
Technical support, transparency throughout a department, easy repository for continuous problems.
Recommendations to others considering the product:
Review plans carefully and make sure yours has what you need. Be careful with closed tickets because you can't do much of anything with them.
Useful for managing support requests, but a little dated in terms of the UI/UX.
What do you like best about the product?
We can track our support requests pretty easily with Zendesk. It is simple to respond to tickets and update customers, and tracking the feedback is valuable to us. Zendesk also makes collaboration on support much easier, and allows you to include private comments as part of the process, thereby providing a seamless support portal to the customer.
What do you dislike about the product?
It feels a little old now - the UI could be better and improved in my opinion, as it feels very early 2000's still. Sometimes it is not obvious if a client has CC'd in additional people, so we often miss that in the tickets - showing this would be useful to us. The reporting is also a little complex - and does not seem to offer what you would expect - i.e. the ability to track stats on individual users easily. It seems that the reporting limit is 90 days, which is not very helpful if you need to provide more than 3 months worth of information.
What problems is the product solving and how is that benefiting you?
We have customers using various products and need support when things don't go to plan. Zendesk allows our customers to contact us so that our support team can manage their requests and resolve accordingly. Having Zendesk also allows us to collaborate with colleagues on support issues, and is a great way of providing trackable information on the level of support we provide.
Recommendations to others considering the product:
You will need to invest some time and effort setting up your Zendesk solution before rolling it out - the UI/UX is a little dated now and it is not that easy to navigate at times, but it does provide a lot of functionality.
Simple help desk interface
What do you like best about the product?
The chat box is small and help is simple to find when customers use this platform.
What do you dislike about the product?
No auto response options (or 'quick messages' within the back office)
What problems is the product solving and how is that benefiting you?
Simple help chat support for the websites help page.
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