Zendesk Suite reviews

Zendesk voor betere CX

Opmerkingen: Zendesk Suite wordt vaak geprezen om zijn uitgebreide functionaliteit, de mogelijkheid om verschillende communicatiekanalen te beheren en de sterke focus op de klantervaring. De AI-mogelijkheden kunnen helpen bij het automatiseren van taken en het verbeteren van de efficiëntie. Een nadeel is de complexiteit van de software.

Pluspunten:

Zendesk Suite biedt een platform voor klantenservice, waardoor je verschillende kanalen (email, chat, telefoon, social media) kunt beheren vanuit één interface. Dit zorgt voor een efficiënt proces en een goed overzicht van alle klantinteracties.

Minpunten:

Zendesk Suite biedt een uitgebreide set aan functies, wat overweldigend kan zijn voor nieuwe gebruikers. Het kan tijd kosten om alle mogelijkheden te leren kennen en de juiste configuratie te vinden.

Zendesk Review

Opmerkingen: In het algemeen is Zendesk het beste platform voor tickets en alle soorten van contact.

Pluspunten:

Het is een platform waarop alle tickets gelijk te zien zien, wat het overzichtelijk maakt. Verder kunnen andere collega's tickets van je inzien, dus bij afwezigheid kunnen deze alsnog tijdig worden opgepakt

Minpunten:

Voor nieuwe gebruikers is het moeilijk om gelijk hun weg te vinden. Verder is het een vrij duur programma.

Review Zendesk Suite

Opmerkingen: Een fijn programma om mee te werken, vooral door de overzichtelijkheid.

Pluspunten:

Op dit platform kan je eenvoudig zien wanneer, waarom en hoe een klant contact met je opneemt. Verder is de geschiedenis van chats eenvoudig terug te vinden.

Minpunten:

Voor beginnende mensen op het platform is het moeilijk te navigeren.

Brandfield review Zendesk Suite

Opmerkingen: Fijn programma in gebruik en makkelijk te implementeren.

Pluspunten:

Een overzichtelijk programma waar alle klantcontact op binnenkomt. Dit maakt het makkelijk om snel te reageren op vragen van klanten.

Minpunten:

Het gebruiksgemak had in mijn beleving nog wat beter gekund. Nu zijn er nog verschillende routes nodig/mogelijk om op de juiste plek te komen.

Pepijns review Zendesk

Opmerkingen: Ik heb erg fijne ervaringen met Zendesk, ik kan erg makkelijk mijn klanten van dienst zijn en zie het erg overzichtelijk.

Pluspunten:

Voorheen gebruikten wij MessageBird en dat was een lastiger programma om mee te werken. Nu we Zedesk hebben kunnen we de klanten beter van dienst zijn. Het mooie aan Zendesk vind ik de gebruiksvriendelijkheid.

Minpunten:

Er worden kleine 'stickers' gebruikt achter de naam van de klant. Daarmee wordt aangeduid of de case open, geparkeerd of closed is. Dit kan duidelijker.

Great System for Support Ticket Management

Opmerkingen: Overall, our experience with Zendesk as a support ticketing system has been good. While a bit expensive for the amount of features we use, the integrations and automations available work well with our current client workflow and processes.

Pluspunten:

Zendesk offers a lot of great automations and integrations that are essential to running a successful support desk. Custom automated responses based on ticket criteria help reduce admin time spent updating tickets, and give clients instant recognition that they request has been received. The Zendesk integration with Jira is extremely helpful for managing new support tickets within an existing or ongoing project. New Zendesk tickets can be easily imported into existing Jira projects for seamless workflow.

Minpunten:

Depending on your need and desired use of the platform, Zendesk Suite comes at a fair expensive price. If you're looking for basic support ticket management and need a lot of individual users to manage workflow, then Zendesk will not be a very affordable option, as you will be charges for each individual user. The admin panel is also a bit cumbersome to manage, as there are separate systems for managing tickets and managing automations/workflows. A combined or condense admin panel would provide a much better user interface for admin and service agents.

"Zendesk Suite: A complete support platform that delivers high-quality service, but can be expensive for large-scale use."

Opmerkingen: However, while the platform provides extensive customization options, configuring advanced workflows or integrations can be complex and may require technical expertise. Additionally, the pricing can quickly escalate as more features or agents are added, which could be a drawback for smaller teams or businesses with budget constraints.

Pluspunten:

It integrates multiple customer service channels like email, chat, social media, and phone into a single platform, providing a seamless customer support experience.

Minpunten:

Zendesk can become expensive, especially for smaller businesses as they scale or require more advanced features. The per-agent pricing model may also be a limitation for growing teams.

Worst Experience with Zendesk Suite - Avoid at All Costs

Opmerkingen: Our overall experience with Zendesk Suite was dreadful. Despite being long-time users, we faced continuous hassles and struggles, particularly with their payment structure and unresponsive support team. When we attempted to downgrade our user numbers, a small oversight led to an automatic renewal, and our account manager failed to respond in time. This resulted in unnecessary charges that we could not afford, and Zendesk showed no willingness to provide a solution. In the end, we lost all our data and help center content. Their rigid policies, poor customer service, and illogical pricing model have caused significant damage to our business. I strongly advise against using Zendesk Suite as there are far better alternatives available.

Pluspunten:

The platform had a good reputation and seemed like a reliable choice based on its longstanding presence in the market.

Minpunten:

Extremely poor customer service and support. Payment methods and structure are convoluted and inflexible. Account managers are solely focused on making money rather than helping customers. Unresponsive and evasive support team, often citing vacations as a reason for delays. Inability to downgrade user numbers in a timely manner, leading to unnecessary charges. Lost all our data and help center content due to their rigid policies. Overall, their pricing model and policies are illogical and harmful to loyal customers.

The support tool with extra everything

Opmerkingen: We have tried several support tools for best possible support to our customer.
Zendesk Suite have everything bundled so you don't need to use diffrent tools

Pluspunten:

It's easy to use and have everything you need for your Customer Service

Minpunten:

Nothing really bad about it, maybe the UI could be better sometimes.

Zendesk is the way to go!

Opmerkingen: Zendesk is very helpful when we have issues with any of our programs, it is hands off and they have a very fast turnaround while sharing the final data with us as well as tickets for each.

Pluspunten:

Zendesk is amazing! We utilize it for several of our internal programs and they are on top of any and all support needs that come in.

Minpunten:

I actually have not a single complaint at this time

Solid customer support system

Opmerkingen: Our team is happy with Zendesk for supporting our two products. The agents learn the system quickly, and feel comfortable answering email tickets and taking live chats. We receive excellent customer reviews on the quality of the support we provide.

Pluspunten:

Zendesk is easy to organize and automate, providing prewritten macros for agents to use, and preset chatflows for a bot to provide first-level support.

Minpunten:

Zendesk limits the number of steps you can use in each product's chatbot, and will not let you purchase additional steps, which is a bit frustrating.

Zendesk - tracking communication master

Opmerkingen: amazing, i dont know what i would do without zendesk in my role. It made tracking everyhting so easy

Pluspunten:

zendesk is so good. its a better version of email. I would say zendesk was so confusing to use at first, but after awhile, oh gosh, its really amazing. Zendesk can track everything and my favorite feature would be the numbers assigned to tickets. you can always refer to anything as long as you have the number

Minpunten:

what i hate about zendesk is they keep changing the format a lot. After getting used to one format, they go ahead and change it which takes a while to get used to.

A ticketing platform

Opmerkingen: Overall it is extremely helpful ticketing tool to make work easy by mahing automations , personal queue, managing of chats, call over one dashboard. All these things give ease to use Zendesk.

Pluspunten:

1. Highly reliable platform for tickets, chats, and phone management. 2. Well management dashboard and UI for work and checking. 3. Highly integerable and easy to start with as well.

Minpunten:

1. High bandwidth is needed otherwise it shows performance issues. 2. Frequent downtime reported in past few months.

Support admin for zendesk

Opmerkingen: This is one of the good tool I have used through out my carrier

Pluspunten:

This tool provide user friendly interface which help end user.

Minpunten:

I think integration with third party tools can be improved

Clean and usable

Opmerkingen: I have more than 7 years of experience with Zendesk and I've always enjoyed working with it.

Pluspunten:

The interface and the usability. It's very well organized and "clean".

Minpunten:

There are no particular things in Zendesk that I don't like.

A good easy to use platform

Pluspunten:

It's clear and simple to use interface and it's a clearly developed product with a good set of core features, which actually work unlike other platforms.

Minpunten:

The extra cost for additional features, would prefer a more feature reach lower tiered pricing level

Zendesk in FinTech

Opmerkingen: It has its ups and downs but in general it is working quite nicely and the topics that can be complained about are usually not a deal breaker.

Pluspunten:

The general ticket solutions and the possibilities that are within Suite are a good one if you are working in a team. Everyone can have access and also share feedback.

Minpunten:

Few features are very basic are seen as premium (cost extra). For example forwarding a case on an email costs extra.

A Wonderful Tool For Technical Helddesks

Opmerkingen: It really changed how we deal with technical issues!! It created a quick, easy, and organized way for tickets to be submitted, addressed, and cleared. We also is at a FAQ and Wiki, which contains trouble shooting tips/advice, along with other forms of self help. So for us, zendesk even helps our employees handle personal issues at times, freeing the help desk up to handle more difficult matters.

Pluspunten:

We use those so that our employees can easily submit tickets for our IT team when they are experiencing software, hardware, or any sort of technical issues. Submitting a ticket is seamless, and IT is able to instantly respond if needed. Escalation of issues is also a breeze! Communication between IT, and whomever is in need of assistance, can be ongoing and simple for all involved.

Minpunten:

I honestly don't have any. It works perfectly for our employees l, my team, and the help desk alike!

Zendesk Suite offers the best customer support. It's a gem

Opmerkingen: If you want to be a pro in providing customer support,you should work with Zendesk Suite and make it easier for your customers.

Pluspunten:

They deliver a very impressive customer service and it's very easy to monitor the needs of your business and that's why it's my favorite. Zendesk Suite is very flexible it favors even the beginners and all business types

Minpunten:

I ain't complaining about anything about this tool.

THE KEY IN YOUR ORGANIZATION EVERY 24.7.12.365

Pluspunten:

It makes our aupport operations fast and smooth I like that it is all in one solution Guests can easily and quickly navigate it

Minpunten:

This is the platform of the year no regrets at all

Strong Customer Support Tool

Pluspunten:

We ended up having to switch to Zendesk from other ticket support systems due to complexities in developments required for our needs. Zendesk matched our needs in more functions and was safer and faster to deal with on many levels. The interface is all there and what anyone would expect from the tool, many features truly save time and cut on repeated actions. We mainly use it for ticketing our external dealers and customers related to working with us as well as their App tickets.

Minpunten:

There is not a lot to mention here. However, support sometimes could have been handled better and not so slow for a desk management software, some FAQ and learning or informative pages feel outdated.

Zendesk- The Powerful Tool

Opmerkingen: I have had a generally favorable experience with Zendesk Suite, which is consistent with its reputation as a powerful and all-inclusive customer support platform.Its seamless integration with a range of other products and platforms has been one of its most notable characteristics. This has made it easier for data to move between systems and made sure that consumer information is constantly available, resulting in a more streamlined workflow.

Pluspunten:

The platform helps to expedite customer support procedures by providing strong automation features and configurable workflows. With the help of these tools, teams may route tickets according to predetermined standards, automate tedious processes, and make sure that customers' concerns are handled quickly and by the right team member.

Minpunten:

According to certain users, Zendesk can be resource-intensive, especially when it comes to browser and system speed. This might result in less effective workflow and slower reaction times, particularly when several features and integrations are being used.

Zendesk is easy to use to help your customers

Opmerkingen: It's a great program. Makes helping my customers super easy without having to jump around to multiple programs or spreadsheets to find my customers information or order details. I can link it directly to my shops hosting site.

Pluspunten:

Zendesk is very easy to navigate and with the added bonus of linking apps I can tether directly to my customers orders, or even just quickly view their account information directly from my inbox screen.

Minpunten:

I might just not see how to do it, but I can't add a secondary contact to my replies.

Powerful but complicated

Pluspunten:

It’s a centralized communication and ticketing system. It allows us to keep track of customer comms and link them to specific items within our systems.

Minpunten:

It had quite the learning curve. It’s a sometimes complicated tool and new agents often need hand-holding when onboarding.

Very Advanced Customer Support Solution

Opmerkingen: We're more than happy with Zendesk as our main customer support software. We have a team of 5 - 10 support personnel altogether that mainly work with email and phone support. It logs activities automatically and sends them to our CRM with close to no issues. It's also got good performance and great uptime, and a good number of automation and customization options. Great tool overall

Pluspunten:

The workflow recipes were a great help for us in the beginning. We knew we wanted to set up workflows for assignment and alerts, but it gave us so many more ideas for what we could automate. We have workflows for automated ticketing, routing, scheduling, etc. These also work as expected almost all the time.

Minpunten:

The interface is starting to get a bit old, especially compared to some of the newer support tools