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Zendesk Helps Increase CSat & Agent Productivity!
What do you like best about the product?
We enjoy having multichannel support options and the ease of reviewing part customer ticket history. Zendesk is easy to set up as an Admin and also easy for Agents to use. We have it integrated with Shopify which allows the agents to be able to review an order and do refunds without the need for a Shopify license.
What do you dislike about the product?
The reporting is good, but it takes a while to understand how to set up reports and dashboard reporting to meet our company's needs. We wish they had more examples to show during the training; however, now that training is offered for free, we can review different courses as needed.
What problems is the product solving and how is that benefiting you?
Reasonable cost, Suite pricing is a good discount, multichannel support offering, ease of use for Agents/Leads/Managers. We have seen CSat scores remain in the mid 90% and have been able to reduce expense by creating several Triggers and Automations to handle easy to answer questions.
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High quality, flexible and data-driven solution
What do you like best about the product?
The reporting is very robust.
The automation and trigger capability is a powerful way to reduce repetitive work and create a better customer and employee experience.
The ability to integrate with Salesforce is great.
The automation and trigger capability is a powerful way to reduce repetitive work and create a better customer and employee experience.
The ability to integrate with Salesforce is great.
What do you dislike about the product?
I don't have any complaints at this time
What problems is the product solving and how is that benefiting you?
We use it for all customer support. The ability to create forms so that customers have to provide the minimum necessary info prevents unnecessary back and forth.
The tool perfect but it's success really depends on the customer support's quaility.
What do you like best about the product?
Zendesk is a perfect tool, and it's easy to use and configure. You do many changes and configurations without having support. Their document store is excellent. Most of the possible questions are already answered there.
What do you dislike about the product?
The finance team was not willing to support us. We just wanted to change the subscription model, but it took 18 days because of taking no action, we had to create a new account and configure it. On the other side, our account executive didn't care about it and has provided no support or guidance. The Zendesk experience is strongly connected to having good support. If you are working with good support team and account executive, it affects the tool's success.
They are not willing to provide a discount.
Their startup program is totally useless.
They are not willing to provide a discount.
Their startup program is totally useless.
What problems is the product solving and how is that benefiting you?
The tool was built really nice. You can reach your customer via different channels. There are few alternatives to it. Only Freshdesk can do it, but its support was also poor. Having call functionality besides WhatsApp and social media channels are perfect.
An easy-to-use ticketing system for everyone
What do you like best about the product?
The simplicity and ease of use of the product. Setting up Zendesk was very simple, and managing it is a breeze. I rarely have to contact support, and it is usually.
What do you dislike about the product?
It is hard to think of a downside.. Once you start using it, you're not likely to switch away, so I could see that being a problem for some organizations. It may be difficult to switch to an alternative product after experiencing the greatness of Zendesk.
What problems is the product solving and how is that benefiting you?
Organization, big time. I can't imagine my life without a ticketing system, my email and Teams are a mess even now. I do not work on anything without it going through the ticketing system - it would be impossible to do my job at the current level of efficiency without it.
Easily accessible CRM Support platform that offers a consistent experience
What do you like best about the product?
ZenDesk Support Suite offers a place to find commonly asked questions alongside a platform to initiate requests that are viewed as outside of the box. Answers from agents often link to existing articles which demonstrate site content is frequently updated.
What do you dislike about the product?
The methods for responding to a customer service agent who was helping me with my particular problem were a bit clunky. The conversation occurred between both a chat window and an email thread which did not interact in any cohesive fashion.
What problems is the product solving and how is that benefiting you?
In this particular instance, my email was not syncing into the ZenDesk sell platform which was causing me quite a bit of a headache. The team was able to resolve my problem with a quick turn around.
New user
What do you like best about the product?
The Explore feature is flexible and offers a decent amount of options
What do you dislike about the product?
Support setup is not as intuitive as I would like
What problems is the product solving and how is that benefiting you?
I need product support metrics to do my job and as long as we tag issues properly, I am able to get it
Zendesk Support Suite
What do you like best about the product?
Zendesk Support Suite is an effective interface for Agents and Admins alike. It can be configured in simple and complex ways for all-size organizations. As an agent, you can see the tickets you need to see with views and information about the customer through custom fields. You can operationalize your internal policies using the SLA feature as an admin and use triggers to route tickets to the agent group that is right for the task in realtime.
What do you dislike about the product?
I don't like that we can't customize much of the layout for agents. Fields are always on the left and apps always on the right. Even though we can collapse the apps on the right, that real estate could be used for other important customer information, for example.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us provide top-of-class support for our customers in an effective way. Customers know how to contact us and Zendesk helps us get the ticket to the agent that is best suited to solve their problem.
Quick and helpful
What do you like best about the product?
Easy to use and easy to get a quick response. I like that it's directly accessible wherever I'm navigating on Zendesk
What do you dislike about the product?
Honestly, there's nothing that immediately jumps out that I dislike or that is difficult to use
What problems is the product solving and how is that benefiting you?
It lets me quickly learn what I need to manage and assist my team. I'm new to a recent position and learning on the fly, but Zendesk Support Suite makes it easy to figure things out
Very straightforward, friendly, good support provided
What do you like best about the product?
Different options and setups to use to suit your business and a great support network when unsure about things.
What do you dislike about the product?
Some things can be a little techy to use
What problems is the product solving and how is that benefiting you?
How to make changes and set ups which are hard to understand
Easy to use and great for reporting
What do you like best about the product?
I love how easy everything is to set up, making a busy day that much better. The reporting tools are so in-depth and provide my department and the company I work for with great detail.
What do you dislike about the product?
There isn't really much I dislike other than sometimes when needing advice from the agents- Most of the time, a query isn't urgent, but when it is, I find although the response time is short (mainly a couple of hours), I do often want a quicker response time.
What problems is the product solving and how is that benefiting you?
Our company used a different CRM system, and the reporting function was never great. However, Zendesk's reporting system provides the company with all the detail they need for customer queries and issues. It helps us improve our customer service and gain more knowledge on the common problems we are having, whether it be shipping or product issues, etc.
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