Zendesk Suite Recensioner

4,4 (3 438)

Om Zendesk Suite

Zendesk erbjuder en riktigt bra kundservicelösning.

Lär dig mer om Zendesk Suite

Fördelar:

Zendesk has solved so many issues in one program. Pricing is good and a fair price.

Nackdelar:

There are issues at times with uploading data and exporting data. Sometimes data is deleted or missing for no reason.

Betyg för Zendesk Suite

Medelpoäng

Enkel användning
4,3
Kundservice
4,3
Funktioner
4,3
Valuta för pengarna
4,2

Sannolikhet att rekommendera

8,2/10

Zendesk Suite har ett totalt betyg på 4,4 av 5 stjärnor baserat på 3 438 användarrecensioner på Capterra.

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Filtrera recensioner (3 440)

Ina
Ina
freelancer i Island
Verifierad LinkedIn-användare
Informationsteknologi och tjänster, Egenföretagare
Har använt programvaran för: 1-5 månader
Recensentens källa

Very nice customer service and support platform

5,0 förra månaden Nytt

Kommentarer: In my experience, Zendesk Suite is effective platform for managing customer service and support. The platform's user-friendly interface and wide range of features make it easy to track and resolve customer issues.

Fördelar:

The integration with other tools, such as CRM platforms. One of the best features of Zendesk Suite is its knowledge management tools, which allow businesses to create and share knowledge bases and support documentation with customers and team members. This can be a major time-saver for customer service teams, as it allows them to quickly access the information they need to resolve issues.

Nackdelar:

Depending on the subscription plan Zendesk Suite can be a relatively expensive . It's important to carefully evaluate the features and capabilities of the platform to ensure that it aligns with your needs and budget.

Dan
IT manager i Storbritannien
Miljötjänster, 51-200 anställda
Har använt programvaran för: 2 + år
Recensentens källa

Övervägda alternativ:

A very flexible tool

5,0 för 2 veckor sedan Nytt

Kommentarer: ZenDesk is a solid cloud-based tool and very good value for money.We operate it since 2015 and it doesn't give us many problems, we probably not using it to its full capacity as it is mostly used as a dispatch tool hooked up with online forms.

Fördelar:

Deployment is quick.A development test bed is available for an extra fee.The search is very accurate.Good selection of ready-made APIs.Flexible API templates.Many useful add-ons in the marketplace.WYSIWYG is stable and allows sandboxing.Scheduling of holidays is taken care of out of the box.Very customisable.Nice and rich reporting engine with good selection of export options.

Nackdelar:

The settings section is now separated from the main product; why?In previous versions, the settings were under the same window as the product making changes a breeze, now it's clunky with more buttons to push.Human help is not great, phoning help is almost impossible in the UK.When you get someone to call you back the support is not bad though not always aligned with standard 9-5 working days.Many help pages are dated.

Abid
Pharmacist i Saudiarabien
Läkemedel, 501-1 000 anställda
Har använt programvaran för: 6-12 månader
Recensentens källa

Excellent

3,0 förra månaden Nytt

Kommentarer: Excellent

Fördelar:

Impactful software mangment system and problem solving

Nackdelar:

Quick and comprehensive accuracy regarding time

Benjamin
VP Operations and Technology i Kanada
Datormjukvara, 11-50 anställda
Har använt programvaran för: 2 + år
Recensentens källa

Övervägda alternativ:

Solid System to Capture Customer Emails and Calls

4,0 för 3 månader sedan

Kommentarer: Zendesk has been helpful for us to help collect our emails, form captures and calls. Sort them within a ticketing system, and prioritize the tickets as needed. And send them to the person who will reply. Not having someone who has to answer the phone, and then pass that message to the appropriate person is a big help for us.

Fördelar:

We have connected Zendesk to our contact form on our website, and our phone system. Whenever someone fills out any of our forms, this heads to Zendesk. Whenever someone calls our phone number, Zendesk records the call and also attempts to make a text version of the call (not always the greatest, but not too bad). We no longer have to have someone answer the phone with this service, which has saved us a lot of hassle.

Nackdelar:

It often feels like Zendesk wants the information to stay within Zendesk. As a small company we may get support emails, sales emails, people applying for jobs, etc. all of which need to get to different people, and it could be easier to get the email directly to that person. The speech-to-text for the calls could be a bit better too (though we appreciate the feature!).

Ahmed
Ahmed
Founder, Biomedical Engineer & Data Scientist i Egypten
Verifierad LinkedIn-användare
Informationsteknologi och tjänster, 2-10 anställda
Har använt programvaran för: 6-12 månader
Recensentens källa

Övervägda alternativ:

Revolutionizing Customer Support with Zendesk Suite.

5,0 för 2 veckor sedan Nytt

Kommentarer: Our experience with Zendesk Suite has been extremely positive. The software is intuitive and easy to use, making it simple for our team to efficiently handle customer inquiries and concerns. The Ticket Management feature, in particular, has been incredibly impactful, allowing our team to prioritize and organize customer inquiries in a way that maximizes efficiency and effectiveness.The Sales Pipeline Management feature has also been a valuable asset, as it helps our team stay on top of potential sales opportunities and effectively manage and close deals. The Multi-Channel Communication feature is also a standout, as it enables our team to communicate with customers through a variety of channels, providing convenience and flexibility.Integration with other applications and services has been seamless, allowing our team to easily access and utilize the information and tools they need to provide the best possible customer support. The reporting and analytics feature provides valuable insights into customer behavior and preferences, allowing us to make data-driven decisions.Zendesk Suite has been a valuable asset to our company, helping us to improve our customer support and resulting in a positive customer experience. It's also worth noting that Zendesk Suite's customer support is top-notch, they are always available to assist and answer any questions, and they constantly release updates to improve the software.

Fördelar:

- The software is highly intuitive and easy to use, allowing our team to quickly and efficiently handle customer inquiries and concerns. - The Ticket Management feature is particularly impactful, as it allows our team to prioritize and organize customer inquiries in a way that maximizes efficiency and effectiveness.- The Sales Pipeline Management feature is also very useful, as it helps our team stay on top of potential sales opportunities and effectively manage and close deals. - The Multi-Channel Communication feature is also a standout, as it enables our team to communicate with customers through a variety of channels, providing convenience and flexibility. - The integration with other applications and services is seamless, allowing our team to easily access and utilize the information and tools they need to provide the best possible customer support.

Nackdelar:

- One thing that could be improved is the customization options for certain features such as Customizable Forms, while they do provide some level of flexibility, it could be beneficial to have more options to tailor it to specific needs of the business. - The Reporting/Analytics feature a bit complex and difficult to navigate, and it might be beneficial to make it more user-friendly.

Stefanos
Customer Service Manager i Grekland
Detaljhandel, 10 000+ anställda
Har använt programvaran för: 2 + år
Recensentens källa

Zendesk Suite offers Comprehensive Support Solutions

5,0 för 2 veckor sedan Nytt

Kommentarer: We have been using Zendesk Suite for several months now and are very pleased with the results. The platform is easy to use and configure, and the reporting tools allow us to quickly identify areas where our customer service can be improved. The cost of the platform is quite steep, but we feel it is worth it given the comprehensive features and support solutions it provides.

Fördelar:

Zendesk Suite offers a comprehensive suite of support solutions that make it easy to manage customer inquiries. The platform is extremely configurable, allowing for custom workflows and automation to be tailored to the exact needs of the business. The reporting tools are excellent and provide insights into how customer requests are being handled, allowing for proactive problem-solving.

Nackdelar:

The initial setup of the platform can be time-consuming and complex, especially for businesses with a large customer base. The platform can also be expensive for businesses with a limited budget.

Warren
General Manager i Storbritannien
Informationsteknologi och tjänster, 11-50 anställda
Har använt programvaran för: 6-12 månader
Recensentens källa

Övervägda alternativ:

Zendesk - A great package of core components

4,0 för 2 veckor sedan Nytt

Kommentarer: Overall, a great piece of software. I would say it's easy to use, has so many addons out there as well. It feels like you can customize it to work the way that you want to work with it.

Fördelar:

What I like most, is that the core features of a helpdesk/customer service company, and all evident within the suite. Plus they all integrate seamlessly with one another. The GUIs are all easy to use and make the software familiar.

Nackdelar:

Occasionally, my team do lose info if they don't save what they're doing often enough. The page seems to time out after a certain time, and they need to readd their input.

Koen
Koen
Technical Support & Project Manager i Nederländerna
Verifierad LinkedIn-användare
Datorhårdvara, 11-50 anställda
Har använt programvaran för: 1 + år
Recensentens källa

Övervägda alternativ:

Feature-rich, but expensive for starters

4,0 för 3 veckor sedan Nytt

Kommentarer: We used Zendesk to receive (technical) support questions by clients and to follow up on these with multiple colleagues.

Fördelar:

Easy to follow up with clients: they simply send an email to a support email address (up to you to choose) and they would receive an automated response by email and are able to follow up on the email, all in one overview in the Zendesk dashboard.

Nackdelar:

A full(er) suite is too expensive for what it offers - at least in our case. The downside is for some features that they are integrated/intertwined and would require you to upgrade to the whole suite for example. Another "issue" is that tickets overall feel less personal.

Ryan
Ryan
Marketing Analytics Engineer i USA
Verifierad LinkedIn-användare
Marknadsföring och reklam, 1 001-5 000 anställda
Har använt programvaran för: 6-12 månader
Recensentens källa

Zendesk was a great place for ticketing systems, both internal and customer-facing

4,0 för 2 månader sedan Nytt

Fördelar:

I liked the ticketing system concept, that all of the relevant information was stored in one place and you could easily include people and they could find all of the context themselves.

Nackdelar:

I thought there was a lot of training involved to get it all set up and working properly but once the training was complete, everything was pretty smooth

Aleksandra
Aleksandra
Customer Success i USA
Verifierad LinkedIn-användare
Marknadsföring och reklam, 51-200 anställda
Har använt programvaran för: 1 + år
Recensentens källa

Great client support platform

5,0 förra månaden Nytt

Kommentarer: Overall, a well developped product.

Fördelar:

The variety of features and that we were able to customize them based on our team's needs.

Nackdelar:

It takes a few rounds to get used to it.

Denise
Denise
Marketing Specialist i USA
Verifierad LinkedIn-användare
Marknadsföring och reklam, 201-500 anställda
Har använt programvaran för: 2 + år
Recensentens källa

This helps us to better serve our customers

4,0 för 8 månader sedan

Kommentarer: We can use this data to improve the client experience by putting new processes in place. We've increased our output significantly, and now everything is in plain sight. It's incredible how much freedom we have when it comes to putting up a self-help library for our clientele. We were able to create a help center based on the Copenhagen theme, but we customized it to our liking with custom CSS styling.

Fördelar:

There is nothing Zendesk does that I don't like! The back-end user experience is the greatest I've ever encountered. The integration of Shopify and the capturing of knowledge is effortless. We've been using Zendesk Support for years and I'm sure we've only scratched the surface of what it can accomplish, but for a little business like ours, it's more than enough.

Nackdelar:

New feature requests should be implemented more quickly, in my opinion. I would also like Zendesk to manage all new implementation requests.

Ted
Ted
Production Support Coordinator & IT Specialist i USA
Verifierad LinkedIn-användare
Gruvdrift och metall, 51-200 anställda
Har använt programvaran för: 1 + år
Recensentens källa

Övervägda alternativ:

Need help from Zendesk? Forget it. Don't even bother.

5,0 för 3 år sedan

Kommentarer: Horrible. I only use this software because it would be a hassle porting all existing tickets over to a different platform. I needed billing support from them, and my ticket was 'escalated' to the Finance department, but nobody ever got back to me in time. Literally a few days went by and not one word from my Zendesk agent. They have a poor support system. So, if you don't ever need help with anything and know what you're doing, then ZD is probably for you.

Fördelar:

The software functions nicely. It is very well put together. They make it easy to run a help desk.

Nackdelar:

The support, or lack thereof. If you need support for this software, they take a long, long time to get back to you. You better know what you're doing, because if you need to get a hold of them, I wish you the best of luck.

Nick
SDR i USA
Datormjukvara, 11-50 anställda
Har använt programvaran för: 2 + år
Recensentens källa

Övervägda alternativ:

Zendesk - Robust Ticketing Software

5,0 för 3 år sedan

Kommentarer: We used Zendesk at 3 of my last 4 jobs. The last 2 at my suggestion. We handle a diverse amount of different customer issues and its a great system to manage and track all the different interactions our customers are having as well as the agents that are handling them.

Fördelar:

The ticketing platform was much easier to use than our antiquated ticketing service we used. I like the different options and features that Zendesk has vs some of the other companies out there.

Nackdelar:

The interface is a little tricky if you have not used it before. So unless you have a diverse knowledge of ticketing software the hill can be a little hard to climb at first, but once you do its smooth sailing from there.

Devyani
Devyani
Customer Relationship Associate i Indien
Verifierad LinkedIn-användare
Bank, 5 001-10 000 anställda
Har använt programvaran för: 6-12 månader
Recensentens källa

Övervägda alternativ:

Overall good and feature rich customer helpdesk application but not for early startups

4,0 för 10 månader sedan

Kommentarer: Overall zendesk is great helpdesk and provide multiple features that an enterprise need to handle huge customer base and track tickets and complaints on the go. They should think of support system in mobile app too. Also I am not much satisfied with their customer support as they couldn't resolve many of the issues like reviving a lost ticket forms due to mistakenly closed issues.

Fördelar:

Their cloud application is really good and provide satisfactory uptime, makes our work more seamless while live chat with clients to solve a specific issue. Automation of ticketing mechanism is the best thing for me and my team, whenever ticket get generated it sends a mail to customer and when its get resolved or closed it again send automated mail to inform customer. And also I liked the quick addition of new manager or technician to the system without making much big changes in dashboard.

Nackdelar:

Even I liked the features and automation, I have spent hours to learn the system as their dashboard is not so user friendly. For an early startup cost of this application is too high as there are features that they might not need.

Whitney
Email Marketing Coordinator i USA
Datormjukvara, 1 001-5 000 anställda
Har använt programvaran för: 1 + år
Recensentens källa
Källa: SoftwareAdvice

Clean and user friendly!

4,0 för 5 år sedan

Kommentarer: ZenDesk really is the best CRM I have ever used, and I was in customer service for 10 years. By far and away the most intuitive, simple and clean user experience you will have for a consumer facing CR interface.

Fördelar:

My consumer care team went from using another CRM to ZenDesk and it was like night and day! Cluttered to organized! Overwhelming to clean and easy to navigate! The best feature, in my opinion, is the ability to search for tickets by contact, user or subject and merge those tickets into one. That way you don't have to respond to multiple ticket from the same consumer about the same issue, you can clear those all out at once while creating a better consumer experience (one outbound email). Similarly, the ability to mass select tickets and close at the same time either as Will Not Address (which is a great option) or you can mass select and close using one macro/template. This is particularly helpful when your site has experienced a glitch and you've gotten thousands of tickets about the same issue, you can close them all at once when the issue is resolved or if you have an update. Speaking of macros, having an easy place to store your personal templates as well as share the best templates from your team is a game changer. No more keeping templates stored in random docs and then copying/pasting. Overall, I love ZenDesk! It must have been desinged by people who have been in customer facing roles or focused group the pain points for CRMs incredibly well.

Nackdelar:

I really do love this product. The only thing to mention that could use improvement is the (seemingly) constant outages. There were some days where we would have to wait hours to get back in to the tool. I will say, though, customer support was always on top of it and super responsive.

Alaa
Technical Outsourcing Specialist i Jordanien
Informationsteknologi och tjänster, 11-50 anställda
Har använt programvaran för: 2 + år
Recensentens källa

Best applications for managing the process of responding to customer requests and inquiries.

5,0 för 6 månader sedan

Kommentarer: Zendesk provided us with great flexibility to deal with customer requests and inquiries, and enabled us to increase the speed of response as well as enable us to document all procedures automatically, and the reports it provides to us are comprehensive and we can always take advantage of them to develop our operations.

Fördelar:

Zendesk is a great and organized space, with its features, the staff can organize everything related to customer tickets and inquiries, as well as live chat with them, self-service features, and also accurate documentation of all actions. I love how Zendesk's high-quality automation enables us to automatically track incoming tickets from customers and how we can customize an autoresponder to respond to them and also quickly distribute them to the responsible team member. I also like how all those times, the procedures that took place and the extent of customer satisfaction with the speed of response are documented within records, through which we can measure the ability of team members to respond quickly as well as the extent of customer satisfaction with that. I also like how easy it is to customize Zendesk in different languages ​​so that we can give the customer the space to choose the language that suits them and how easy it is to use it to answer customer inquiries and requests via SMS so we can expand our operations.

Nackdelar:

I haven't experienced any negative functionality with Zendesk, the user interface design is amazing, all the tools and tickets are easy to access, and the way tickets are coded is innovative and simplifies for the client as well as team members to easily follow.

Maddie
Data Analyst i USA
Verifierad LinkedIn-användare
Marknadsföring och reklam, 11-50 anställda
Har använt programvaran för: 1 + år
Recensentens källa
Källa: GetApp

Communicate effectively with your customers, ¡Use Zendesk!

5,0 för 3 år sedan

Kommentarer: Zendesk, has helped me to perform better the solution of any problem that our clients may have, has given us the possibility of creating automatic responses, through different forms of communication, thus, it has made my work so fast and easy. Its reporting function is also really very beneficial, to see what the trends are, in sending emails to our dissemination team. Zendesk, has a great possibility to gradually increase the functions of our companies, helping us to move towards success, in a reliable and safe way.

Fördelar:

Zendesk, is a reliable application, your ticket collection and autocomplete form is always available. In addition, it helps us resolve inquiries about calls, through your help in responding to the distinctive clientele of different media channels, and having them move through help guides before they can engage in a conversation with managers. I like Zendesk because its tools are necessary for effective management towards the guest, they facilitate the alternation of emails and take internal notes, in addition to recording telephone calls and voice memos are only for employee use. All your tools are vital to manage the accounts of our customers. It is highly recommended, a satisfied customer is one more achievement.

Nackdelar:

The main drawback of this skillful application, is that its long-lasting features and simple to implement, are requested by customers through the community, are not added to the product, the user interface is not one of the most attractive that exist , although it presents all the functionalities implemented at the same time, so enough time is spent to fully familiarize yourself with this software and make the most of its performance. Several changes can further improve workflows or provide better interaction between the company and the clientele. Your online training is not the most complete because you do not have fasting forums or personal training. There is no free trial available to test the software before you are told to opt for a paid plan with all available features.

Cody
Business Analyst i USA
Informationstjänster, 51-200 anställda
Har använt programvaran för: 2 + år
Recensentens källa

Modern customer facing companies need a modern customer facing solution

5,0 i fjol

Fördelar:

The format of the ticket interface lends its self to serving email based communications very well. At a glance I can easily see all tickets sent by a specific requester or business and prioritize based on the severity of the issues being described. The help center and chat button that can be integrated into custom applications can be a game changer when it comes to self service. Inbound and outbound call recordings are super critical especially for our finance team to ensure we have a reliable means of keeping proof of what was said.

Nackdelar:

The cost is ever increasing while they shift features away from lower tiers and pay wall them behind more expensive tiers of their service. We used to have rich analytics with Gooddata. Since they moved to building their own analytics add in a company has to be at a minimum tier of Zendesk and then purchase the Explore add in. From there someone needs to familiarize themselves with the add in service and create the data sets they need. Zendesk's own support team's response time has become abysmal. It takes weeks to hear back from anyone despite adding words like "urgent" "critical" "time sensitive" in the subject line and the body. If you're get a response, you just hope it's comprehensive enough to solve the problem on the first try, but more often than not the support agents miss the point or gloss over the issue and provide a support article that doesn't help solve the issue. Getting tickets escalated to a higher tier on complex issues can take months to achieve. This is all very ironic from a company making money hand over fist and yet can't keep up with customer support demands.

Samuel
Samuel
Consultant i USA
Verifierad LinkedIn-användare
Läkemedel, 5 001-10 000 anställda
Har använt programvaran för: 6-12 månader
Recensentens källa
Källa: GetApp

Övervägda alternativ:

What Customer Service Integration is Supposed to Look Like

5,0 i fjol

Kommentarer: My overall experience with Zendesk has been phenomenal, as our employees have taken a very big liking to it, which allows them to enjoy their jobs more, resulting in greater and more efficient work flow for the rest of the business. Zendesk's own customer service has been there when we needed them, and for that we are really thankful, (even though they are rarely needed due to the stability and ease of use of the service).

Fördelar:

What I like about Zendesk the most is that it is the organized customer service implementation software that my colleagues and I have ever used. Whether it be the instant ticket number creation following a customer inquiry, or the instant automated email sent by Zendesk to the customer whenever a ticket is created such that the customer can follow up whenever necessary, it just creates less of an issue for the customer service department which is responsible for handling concerns and complaints. The process is very streamlined, the user dashboard in unbelievably user friendly and simple to maneuver, and the pricing is much more affordable compared to other services when considering the type of product we are receiving.

Nackdelar:

The only thing that Zendesk could further improve upon would be the time it takes them to implement their service into a business's existing framework for dealing with customer concerns and complaints. It is still e bit of a hassle to change digital customer service platforms from another provider to Zendesk, (and I feel Zendesk has more of a role to play in this transition), but it definitely is something that can be worked on and improved. Once the service is implemented, however, you definitely begin to see why it is worth it.

Steve
CTO i USA
Datormjukvara, 2-10 anställda
Har använt programvaran för: 2 + år
Recensentens källa

Övervägda alternativ:

Must have app for support

5,0 för 4 år sedan

Kommentarer: We are using Zendesk for all support and it has been great. Our customers view us as a big company and we are a small company. We love Zendesk talk as it has saved us from implementing a phone system.

Fördelar:

Integrated channel support. The ability to have customers interact seamlessly via chat, email and voice.

Nackdelar:

Would like greater interaction with account managers. We want to get the most out of the software but for the most part we have to figure that out on our own.

Nikolaos
After Sales Support Tier 1 Manager i Grekland
Maritim, 51-200 anställda
Har använt programvaran för: 1 + år
Recensentens källa

Övervägda alternativ:

Amazing tool for any customer support team

5,0 för 3 år sedan

Kommentarer: Overall, my 2 year experience using Zendesk was incredibly positive! I enjoyed both using it and configuring it and would easily recommend it to others. Plus, I think their support team did a great job, whenever we had a question we always got effective and timely replies.

Fördelar:

I've used many ticket services in my 10+ years of experience with customer support and Zendesk is easily one of my top two choices. Incredibly easy to figure out and use!

Nackdelar:

To me the appeal of this product was its simplicity, compared to other products like Salesforce. However, if your team has complex needs then this might not be the tool for you as there is a limit to what you can do with it.

Laura
Laura
Member Services Coordinator i Kanada
Verifierad LinkedIn-användare
Förnybara energikällor och miljö, 2-10 anställda
Har använt programvaran för: 2 + år
Recensentens källa

Good ticketing tool, but not fully a fully customizable solution

4,0 för 4 år sedan

Kommentarer: This tool has generally met our needs, but may not have been the correct choice for our specific use. If there was an app for end-users and some further customization available, it may be able to become what we had hoped it would be. It does do what it is meant to do very well; it should just be clear that there are limits to its customization.

Fördelar:

Web interface and app are easy for agents to use and become familiar with. Forms can be set up and customized to capture a wide range of issues and set up to auto-send to the correct departments for quick follow-up. There is an ability to set up a variety of views and to share these or keep them to a single agent if desired. Once a ticket has been created, end users can reply directly from their email, which makes it simpler for them to use. Analytic tools in Zendesk aren't bad. The permissions and available types of users are good.

Nackdelar:

There are definitely some limitations to this platform that become more evident the more familiar you become with the system. There are some settings that cannot be customized on a per-form basis, and this makes it difficult to fully customize reporting and analytics properly. There are similar limitations on SLAs, especially when there are end users that operate with different hours/days of week, so some of the blanket settings become less useful in situations like this. There is no end-user app.

Vicky
Certification Team Lead i Indien
Utbildningsförvaltning, 51-200 anställda
Har använt programvaran för: 6-12 månader
Recensentens källa

One of the best & user friendly CRM software to use

5,0 för 3 år sedan

Kommentarer: Overall my experience has been fabulous, as the experience is seamless. I would recommend companies having CRM requirement to try the software based on their need for their own view on it.

Fördelar:

There are lot of features that makes Zendesk one of the best softwares I have worked on. 1. Macros - You can create macros of reptitive questions, that saves on lot of time in typing a response. You can trigger with multiple action like assignee or status change etc. You can also create your own macros or make it for forum. 2. Tags - By putting a specific tag, you can bifurcate tickets based on your business requirements, creating tags and using them is simple. 3. Dashboard reports - Based on access provided, you can pull out your or team's report for analysis on traffic received, SLA adherence, CSAT/DSAT received, tickets handled/resolved. 4. Queue - You can create lot of queues in order to cater your multiple line of business on one CRM. 5. Internal notes - You can put internal notes for your team members to refer on a particular ticket & you can tag them as well, which triggers an email notification to them. 6. Groups - Based on your multiple departments, groups can be created and access can be given/restricted. For eg. Sales, Customer Service, Engineering etc. 7. Merger - You can merge two tickets with an option to let requester know about it or not.

Nackdelar:

There are less cons compared to pros 1. Themes - There are no themes available apart from their standard classic green version. 2. Emails - Once the emails are sent we cannot recall it. 3. Prices can be flexible to gain new prospects.

Elisa
Marketing Assistant i Italien
Förpackningar och containers, 11-50 anställda
Har använt programvaran för: 1 + år
Recensentens källa

Take care of your users in real time and increase sales

5,0 för 4 år sedan

Kommentarer: Successful experience. Zendesk Chat is my daily ally to provide proper aid to our visitors

Fördelar:

Zendesk chat is a valuable tool for help desk. It allows providing information and support to your users in real-time. You can constantly monitor your visitors seeing the active ones, the idle ones and also the ones who opened the live chat tool. You may also see their referrals. By opening the panels of users visiting your sites you get many information about the pages they are on and all the ones they have seen. You may also viwe their IP, the browser they are using, their location and other useful information about their devices. Each visitor has thier history. If you already had contact with someone you can easily check your conversation history seeing the agent and the transcriptions. The conversation could be sent via email. During a conversation you may share attachment with the users and request a rating for your support. You can create and save standard answers (shortcuts) that can be quickly recalled while writing in the editor. You can also set up specific triggers to notify users activities. With some plans you have specific insights to compare performance across multiple agents.

Nackdelar:

Some useful features are only available for the professional plan (tracking visitors and conversion analytics). If you have other third party to monitor them, you will be fully satisfied by the other plans.

Samantha
Samantha
IT Project Manager i USA
Verifierad LinkedIn-användare
Har använt programvaran för: 2 + år
Recensentens källa

excellent tool, very useful.

4,0 för 5 år sedan

Kommentarer: Thanks to Zendesk, now everything is optimized and well organized, we can offer more productive and professional services to our customers.

Fördelar:

The tool is easy to learn and does not require special technological skills. It provides a platform to build efficiency and responsibility quickly within a department. This has been an extremely effective tool for managing the high volume of emails that arrive, specifically for AP. Functions such as "Views" and "Reports" are excellent tools to control current tickets. The built-in spell checker is, in fact, a lifesave, You can easily track the previous ticket history in case you need to refer to a previous problem, you can combine tickets so you can know what to look for and to focus more on creating an answer, We have the macros configured to mark the tickets as spam, deliver them to another team, etc. I have more time to think about my answers and manage our inflow.

Nackdelar:

They could benefit greatly from additional email options and customizations, as well as solving some "bug" problems, since some of the features may be somewhat vague. Also, they need to improve notification to personal email because we do not have all of them and, sometimes, I can not see the customer's response on time.