Zendesk Suite Erfahrungen

Als Nutzer von Zendesk bin ich von der einfachen Bedienung und der intuitiven Benutzeroberfläche begeistert. Die Plattform bietet zahlreiche Integrationen mit anderen Tools und Anwendungen, was mir eine Flexibilität in der Nutzung ermöglicht und meine Arbeit erleichtert.Besonders schätze ich die Personalisierungsmöglichkeiten von Zendesk, mit denen ich das Kundenerlebnis optimieren kann. Das effektive Ticketverwaltungssystem und das zentrale Dashboard zur Überwachung von Supportanfragen sind unersetzlich in meinem Arbeitsalltag und erleichtern mir die Organisation und Bearbeitung von Kundenanliegen.Ein weiterer Pluspunkt sind die Analysetools und die umfassende Berichterstattung, die mir helfen, die Effizienz meines Teams zu steigern und somit auch die Kundenzufriedenheit langfristig zu verbessern. Insgesamt bin ich von Zendesk überzeugt und kann die Plattform jedem empfehlen, der eine zuverlässige und effektive Kundensupport-Lösung sucht.

Einige Nachteile, die ich bei der Nutzung von Zendesk erfahren habe. Einer dieser Nachteile ist der hohe Preis, der vor allem für kleine Unternehmen eine Hürde sein kann. Ein weiterer Kritikpunkt ist der begrenzte Speicherplatz, der mir in der Vergangenheit schon das ein oder andere Mal Probleme bereitet hat. Auch die begrenzten Exportmöglichkeiten und die fehlende Möglichkeit, eigene Templates zu gestalten, sind für mich Nachteile der Plattform.Insgesamt denke ich jedoch, dass Zendesk eine empfehlenswerte Kundensupport-Lösung ist, die viele Vortei

Echtzeit Benachrichtigung ist top, also hat uns als Team sehr gut geholfen. Außerdem hat der Software viele hilfreiche Tools, die man nutzen kann, um der Zusammenarbeit zu verbessern.

Von mir aus war kostet einbisschen höher als die anderen Software

Es ist sehr einfach zu bedienen und macht den Kundensupport sehr einfach. Ein Kunde zwei Mitarbeiter? Kein Problem. Läuft reibungslos

Beim starten oftmals etwas langsam. Kann aber auch am Arbeitsspeicher liegen

Dass man viele Möglichkeiten hat sich besser zu informieren um die Software besser zu verstehen

So viele Möglichkeiten können zur Orientierungslosigkeit führen

Die einfache Handhabung und der gute Überblick der bereitgestellt wird

Die komplizierten Beschreibungen und Unterpunkte

I have had a good experience of working with Zendesk on daily basis considering the support platform for our internal users. I have liked the way so far how Zendesk generates alerts and how the ticket has managed the platform with ease of completing the task, attaching information, and keeping the log of the users and tickets.

Zendesk requires individual licenses for adding new agents though there should be some option to add a team within the same license but rather be limited to 3-5 agents per team under 1 license.

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

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.

The best feature about Zendesk was its ability to sort through tickets based on priority, as well as to adapt templates for our team depending on which type of tickets they were responding to so that they could be more efficient. We also liked that we were able to customize our package to fit our budget.

The self-service articles and help desk features were never easy enough for us to utilize fully with our customers, and therefore we had to rely on our own website and tools to help with recurring questions.

I was in touch with zendesk as a consumer and the chatbot enabled me to quickly reach the support team of the company I was trying to reach

It can feel really "robotic" sometimes even though there is a real support team

This tool performs incredibly well while giving clients a favourable response. We may use the macros and give the customer the resolution. Utilizing the tool is not stressful. Additionally, we can file emails in accordance with responses, much like open or pending tickets.

Nothing to dislike, Everything is perfect in Zendesk to provide a better resolution to the customer.

You could add as much details to a ticket, however, it is not a good platform for internal communication between teams

It treates every message interaction as a a whole new ticket. It does not allow one to create group chats, or rooms easily

Zendesk's organized platform helps our staff manage client tickets, questions, and live chats with self-service capabilities and extensive documentation. Its high-quality features let us easily follow up on client tickets, assign automated responses, and promptly distribute them to the right team member. Zendesk's tracking and reporting let us measure the team's reaction time and customer satisfaction.

Zendesk has been trouble-free. Its ticket coding and simplification make it straightforward for customers and team members to follow.

Zendesk Suite is designed to help businesses deliver exceptional customer service by providing a unified and streamlined support experience across multiple channels, including email, chat, phone, and self-service portals. It is widely used by businesses of all sizes, ranging from small startups to large enterprises, in various industries such as e-commerce, technology, finance, healthcare, and more.

Cost: Zendesk Suite is a premium software solution, and the cost may be prohibitive for small businesses or organizations with limited budgets. The pricing structure of Zendesk Suite may not be feasible for businesses with low customer support ticket volumes or limited resources to invest in a premium software solution.

Great ticketing system for Customer service and technical support.

Sometimes when a ticket is created the email does not go to the customer.

Zendesk is incredibly simple to implement on our site for customer support requests. It's easy to publish help articles into the knowledge base, organize them with categories, and insert them in support tickets as quick replies. The knowledge base/help articles are very basic as far as formatting options, which I happen to prefer.

More customization of the web widget search functions, view, & fields.

I like Zendesk's robust ticketing capabilities. Despite its high price, it's an extremely powerful CRM tool when compared to competitors. Zendesk allows customizable business flow, analytic capabilities, and a knowledge base platform that can be utilized for operational optimization. Zendesk is also capable of integrating with other systems such as Workday through API.

Sometimes, I felt that Zendesk has a lot of limitations. For example, when creating business rules, you cannot use the AND and OR function, it's either AND or OR per one business rule. When utilizing Zendesk for internal use, Zendesk still lacks lots of functions such as conversation history, child-ticket, and etc. Even though some of them are already available on Zendesk Marketplace, these add-ons should be free rather than asking us to pay extra for them. Also, the technical customer support is not that useful. Zendesk pride in having 24-hours technical customer support when compared to competitors but out of 10 cases that I asked for, only 1 or 2 cases the technical customer support could help me. Most of the time, our team fixed the issue by ourselves.

That our clients can visit our website and ask questions right away about our services and our team helps them I'm purchasing the right services there and then! We can see clients who visit our website and we can interact with them and offer assistance. My team has closed sales just by chatting with clients, which makes this a wonderful tool! We are very pleased with this service.

My team is very happy and pleased with this software! We have no complaints. It's very useful as it helps us provide instant support to our clients. This is part of our sales team!

I had a good laugh when they advised me to use Google search instead of their own search tool.

The features are limited and sales will mislead you to believe that they help you get started. They neglect to mention that there are additional costs for certain features that they tell you are "included with your subscription", and the training options are insane. They charge $350 for a 10 minute video that didn't even answer one of my questions. Fortunately this cost was waived for me after going through 2 account executives, a sales manager, and 2 support/training specialists (calling themselves developers) over the course of 9 months while trying to get a simple answer about how to use and report on Tags.

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.

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.

Zendesk Suite is an excellent help desk solution that provides comprehensive customer service capabilities. I appreciate how easy it is to customize the platform to fit my business's specific needs. The user interface is intuitive and straightforward to use, making it a great tool for customer service teams. I can quickly configure ticket routing, automate mundane tasks, and create personalized customer experiences.

One downside of Zendesk Suite is the limited analytics capabilities. While it does provide basic reporting tools, it lacks more advanced analytics features. This can make it difficult to measure the success of customer service initiatives.

Top features for me in this tool were the GoodData reporting flexibility, ticket automation, and clean user experience. We didn't leverage the knowledge base, although being able to click to directly create an article after a ticket submission seemed like a slick feature.

The ability to add lots of custom fields of varying types, create automation based on those fields, and rout tickets to end users was key. There's great flexibility in what you can achieve between the user permissions, user groups, and the form/landing page as part of the tool.

Some of the out of the box reporting seemed a little bit wonky in comparison with what I would pull in the GoodData insights area. Honestly, very few cons about Zendesk, although the price is a bit steep for a ticketing platform. This being said, though, it's very powerful and you get what you pay for with software.

The implementation is incredibly easy, and there are multiple installation tutorials available online for users. However, tutorials for anything beyond basic set-up and basic customization of the chat button are hard to find, and you have to go up several levels of help to get solid answers if you're really looking to customize it for your operators.

The absence of common-sense features I had gotten used to from our previous platform. Options such as "Round Robin" routing are not available unless you go for the high-money level usage, and options like having the platform automatically switch the operator to "away" whenever their computer was locked or on screensaver were absent. Their auto-idle kicked in if their window was idle, even if the user was still using the computer, which makes it frustrating and pointless.

Zendesk allows my team (the accounts receivable team) to work seamlessly with the customer support team. On a daily basis, we pass tickets back and forth to accomplish both simple and more difficult tasks for our customers. The majority of our customer emails, voicemails and recorded calls are logged in Zendesk, so it's easy to search the history of any given customer to find out what they have contacted us about and who helped them. Zendesk makes it super simple to switch back and forth between emailing and making internal notes. A single ticket can contain customer-facing communication, a phone call recording and employee-only notes, all of which are vital to managing our customer accounts.

There are really only two things I don't like about Zendesk. First, I don't care for how it looks when two or more tickets are merged together. Instead of logging emails and notes from oldest to newest like a chain of events, Zendesk collapses one ticket into the other and you have to open both to see everything. It's just a little difficult to understand visually. Second, my company used to use a similar system called Help Scout and it was able to tell us when a customer had opened an email from us. Zendesk is not able to do that.

Zendesk Suite has been an invaluable tool for our business. It's intuitive, easy to use, and provides a comprehensive suite of customer service and support tools. From automating tasks to creating help centers and chatbots, it's become the go-to platform for managing customer interactions.

Although Zendesk Suite is a great tool, it can be a bit pricey for smaller businesses. Additionally, there is a learning curve to using the platform, and it can take some time to get used to the different features and tools.

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.

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.