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It did not bring Zen to our worklife
What do you like best about the product?
There are not much that I liked at all on this product, but at least its up and running most of time.
What do you dislike about the product?
We have used both Ticketing system as well as the article management. Ticketing system at least the fulfill the needs we had back in the day. Although their UI design looked like it was from ice age. I also did not like the in-page multi-tab function.
For article management, it was a cause of headache for a long time until we decided not to use the zendesk anymore. We knew that the article exists in the system, however sometime we just could not find it at all. Also, it was not easy updating the articles that are out of date. When we switched from Zendesk to new platform, we have found out numerous article that we never able to find, and way out of date. Scraping and validating all the article from Zendesk was not pleasant.
For article management, it was a cause of headache for a long time until we decided not to use the zendesk anymore. We knew that the article exists in the system, however sometime we just could not find it at all. Also, it was not easy updating the articles that are out of date. When we switched from Zendesk to new platform, we have found out numerous article that we never able to find, and way out of date. Scraping and validating all the article from Zendesk was not pleasant.
What problems is the product solving and how is that benefiting you?
We used it on both ticketing and article management. Having internal/external reply feature was somewhat helpful, but also confusing.
Recommendations to others considering the product:
There is not much I can recommend to others. I would suggest keep looking for the similar products, and compare them based on the key factor you need.
If the key factor is searching the documents/article, this is not the best product to use.
When there are poor searching function, we cannot encourage the customer to use the help center while its designed to self on-board..
If the key factor is searching the documents/article, this is not the best product to use.
When there are poor searching function, we cannot encourage the customer to use the help center while its designed to self on-board..
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Easy to use, great software tool
What do you like best about the product?
Love how easy it is to use Zendesk. I didn't need any training or long user guide, i was just able to log in and try out the different features without issue. Was also really easy to set up our support resources section.
What do you dislike about the product?
Doesn't seem like you can give agents access to thinks like client information such as address etc. without giving them administrative access. Our agents need access to information like this for trouble shooting and for sending out replacement parts etc.
What problems is the product solving and how is that benefiting you?
Needed a great client support tool that would give every one of our clients quick, efficient levels of support regardless of their preferred channel of communication (phone, email, chat, etc.)
Recommendations to others considering the product:
Definitely try out the free trial. Once you see how easy it is to set up and use, you'll see the value first hand. While Zendesk doesn't allow for quite as much customization as I'd like when it comes to branding of emails etc. its great for focusing on client support through multiple channels.
Always be in touch with your customers
What do you like best about the product?
The best chat application. Easy to integrate and use. Advanced analytics and customer engagement tools.
What do you dislike about the product?
There is nothing as such that I don't like.
What problems is the product solving and how is that benefiting you?
Helps a lot in interacting with customer on a real-time basis. We can solve the queries right away.
Recommendations to others considering the product:
Must must must have tool integrated on your website if customer satisfaction is priority to your business.
Zendesk is great
What do you like best about the product?
The ticket system works great and helps keep unnecessary activities and notes out of my CRM. And it pairs with CRM nicely.
What do you dislike about the product?
I do not like the fact, as a user, that activities stack up quick. Within the first week or so you can have 100+
What problems is the product solving and how is that benefiting you?
We are solving lead times on our end; how long it's taking things to get done. It's helpful being able to audit Zendesk.
Zendesk Review Feb 2017
What do you like best about the product?
Views and Reporting - there are lots of ways to slice and dice the data. Lot of ways to customize views for the team and personal use. We are always making improvements for the ways that the support team uses Zendesk and getting Zendesk to work for us.
What do you dislike about the product?
They do seem to have performance issues on the regular but are very transparent about it and they get resolved quickly.
What problems is the product solving and how is that benefiting you?
We use Zendesk for support tickets. Although we are going to move our support documentation over to Zendesk as well.
A well-equipped, clean solution for supporting your users
What do you like best about the product?
It is a highly integrated solution that is very user friendly. Give your users an integrated help desk into your app, supported by a clean chat agent.
What do you dislike about the product?
Nothing one year into using the platform.
What problems is the product solving and how is that benefiting you?
We found our organization was disconnected from our users needs to our development team. Zendesk provided us the opportunity by use of Light Agents to keep our engineers in the loop in an efficient manner.
Recommendations to others considering the product:
Check out their integrations. Some are phenomenal (chat, phone systems, etc) and can really benefit your organization.
Great Customer Support Tool
What do you like best about the product?
Zendesk is a great, easy to use out of the box solution for customer service. I work mostly on the help content side of our business, and this tool has been great. Zendesk allows us to customize the CSS, which has helped us to match the customer experience with our help content to that of the software we sell. We can categorize articles and use tagging to make content more findable. The reporting capabilities are also providing us with some insight to help us behave more strategically as an organization.
What do you dislike about the product?
Some of the tools could be a bit more robust. For example, the ZCC me tool (BCC Me) allows agents to copy in a BCC email address when sending emails through the system. It would be really great if this tool would permanently hold that BCC me email address on all tickets so agents wouldn't have to manually post it each time. This would allow for more visibility across teams in our organization into what is happening with customers, especially since our sales and support team use two different systems.
What problems is the product solving and how is that benefiting you?
We have doubled the amount of article views in our help content over the last 6 months or so. We have done this by monitoring the reporting, incorporating Google Analytics to identify search terms and then tagging the appropriate articles based on key words our customers are using. This has made content more readily available to our customers, reducing the amount of support tickets created.
Recommendations to others considering the product:
When using Zendesk, make sure you have the resources internally to do the customizations you would like and that you can get Zendesk to talk to the other systems you use.
Great product
What do you like best about the product?
The ability to track and manage many projects and see the calendar of work performed.
What do you dislike about the product?
Not anything that I personally dislike about it.
What problems is the product solving and how is that benefiting you?
Project time spent, how many projects in que. Helps us stay organized
Zendesk Usability
What do you like best about the product?
Ease of use, scalability (for when customer experience demands grow and shrink, even seasonally)
What do you dislike about the product?
nothing presently, they've always kept up their end. Most complications we'd run into they were able to resolve promptly.
What problems is the product solving and how is that benefiting you?
simplifying the customer experience. A solid benefit was the webinars they offer, which can be helpful.
Recommendations to others considering the product:
Definitely a good solution once it's up and running. Just have to make the jump!
Great way to reach international customers
What do you like best about the product?
We like the ability to transfer chats between departments, tell what country people are contacting us from, and other important information like what operating system they are on (for tech support). It also gives back a lot of great analytics to track wait times etc.
What do you dislike about the product?
We wish the analytics were expanded a bit more, and were more customizable. We'd like to also be able to have better ways of integrating it into our website and/or in-product.
What problems is the product solving and how is that benefiting you?
We have really been able to reach to our international customers in a way where we weren't able to with our old chat system. Zendesk chat offers a great auto-translate feature we use quite often.
Recommendations to others considering the product:
There are some limitations, so definitely compare it to other options to be sure it meets your company goals/needs.
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