Zendesk Suite Erfahrungen

Vorteile

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

Nachteile

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

Vorteile

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

Nachteile

So viele Möglichkeiten können zur Orientierungslosigkeit führen

Vorteile

Die einfache Handhabung und der gute Überblick der bereitgestellt wird

Nachteile

Die komplizierten Beschreibungen und Unterpunkte

Vorteile

It gives you the power and resources to organise your customer service channels while retaining the adaptability to meet your demands. Competitor evaluations revealed a higher level of personalization.Help genuinely starts with the problem and works up to its resolution.

Nachteile

Although all the tools and settings I have used thus far are really helpful and I feel that those features are included in the list after much research and user input, I truly don't think of any such options or features on Zendesk.

Vorteile

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.

Nachteile

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.

Vorteile

I love the Sales Pipeline and call centre or telephony side together with being able to log tickets and monitor status of queries. All so easy to use. Zendesk save money and time. I'd strongly recommend it..

Nachteile

Learning all feature to get most value of this software

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

SolarWinds Service Desk

Warum Zendesk Suite gewählt wurde

We needed a pure-cloud product and an easy way to hook up to Microsoft 365 and Azure AD, which wasn't possible with the previous suite we used from Solarwind.

Zuvor genutzte Software

SolarWinds Service Desk

Gründe für den Wechsel zu Zendesk Suite

Customisation and cloud capability.

Vorteile

Zendesk Suite has been a game-changer for our customer service operations. We have been able to provide quicker response times, better analytics, and overall better customer service thanks to the platform. It's also incredibly intuitive and easy to use, so our team was able to get up to speed quickly.

Nachteile

The analytics could be more detailed and the reporting tools could use some improvements.

Vorteile

I liked this software and how easy it is to use big thumbs up.

Nachteile

It's a product I would say is great for a new start-up business but not for a big corporate.

Vorteile

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

Nachteile

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

Vorteile

One of the best parts of this system is having a fresh and clean UI for both clients and customer support. it makes it extremely straightforward to work with the system.

Nachteile

I would say, if the built-in integration with other systems was a little more it was even nicer.

In Betracht gezogene Alternativen

Salesforce Sales Cloud und ServiceNow

Vorteile

Best feature is the integration with other tools like Jira. Also real time notifications on emails make it handy to get great response time and the tracking of the ticket becomes very easy

Nachteile

More status can be added to the Ticket to make it more interactive with custom options. UI sometimes feel a bit laggy when integrated with Jira. That can be improved

Vorteile

Established Ecosystem with tons of integrations and numerous tools to easily automate your business processes.This is your one stop shop

Nachteile

Bit pricey, however the features are present.

In Betracht gezogene Alternativen

Salesforce Sales Cloud und Slack

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

Freshservice

Gründe für den Wechsel zu Zendesk Suite

Zendesk is easy to use, even though it is expensive, it is better than most products.

Vorteile

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

Nachteile

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.

In Betracht gezogene Alternativen

Freshservice

Warum Zendesk Suite gewählt wurde

A couple years ago, Freshdesk was lacking in features. I recently discovered they updated their platform.

Zuvor genutzte Software

Freshdesk

Gründe für den Wechsel zu Zendesk Suite

Features

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

Freshdesk

Warum Zendesk Suite gewählt wurde

Konfigure was an older system that allowed for ticketing to be done, but it was not capable of handling the things we needed and the volume we were taking on.

Zuvor genutzte Software

Freshdesk

Gründe für den Wechsel zu Zendesk Suite

Cheaper and more options at the time of switching. Although Freshdesk was more used friendly at first, it didnt really meet our needs.

Vorteile

The best part of the Product is it has multiple channel support, nice api integration, automation and trigger is excellent which increases business customer support agents productivity, nice api integration, automation and trigger is excellent which increases business productivity as well.

Nachteile

Yes Zendesk has recently launched Explore as an analytical tool in replacement to their Insight analytical tool which is not up to the mark and much complex in comparison to Insight. Also their training and learning cost is High which should be reduced.

Vorteile

Excellent for query management. When managed as a ticket, there are no omissions and it is difficult to deal with duplicates. difficult to deal with duplicates. If you create a view correctly, you can easily understand the scope of correspondence for each department, and the reporting function is also important, so it is easy to look back.

Nachteile

There is a high degree of freedom in customization and several settings, but it is difficult to understand visually and takes time to learn. There is also a query response function, but where is the content of the response saved, where is the draft, etc. are difficult to understand.

In Betracht gezogene Alternativen

Pure Chat

Warum Zendesk Suite gewählt wurde

I felt there was a limit to managing queries and tracking query content in Excel, but by introducing Zendesk, I could reduce the man-hours for history management. It also helps with tracking by managing query content through tab settings.

Gründe für den Wechsel zu Zendesk Suite

Tags and triggers tend to be complicated and, if used across multiple departments, affect each other, requiring a supervising administrator. The Zendesk installation was well organized. Queries that were handled by a small number of people have increased in the number of people, departments, products, frequent omissions, and duplicate responses have greatly decreased.

Vorteile

The way it delivers the emails to the right customer support agent based on the query. We used to deal with a lot of customers and it is not possible for us to go with the G-mail to solve the customer queries and especially when there are a lot of queries with different categories. we have chosen Zendesk to segregate emails automatically and based on the query and also to which certain emails should fall. We have used the autoreply function for some of the emails where there is a standard reply. It is a pretty good dashboard to track the support tickets as well as team performance.

Nachteile

Not sure, as I didn't find any flaws in my usage time.

In Betracht gezogene Alternativen

Freshdesk und Zoho Desk

Gründe für den Wechsel zu Zendesk Suite

Not sure why we have taken Zendesk, however never felt regret after going for it.

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

tawk.to, Freshdesk und Zoho Desk

Gründe für den Wechsel zu Zendesk Suite

We might switch to other application if zendesk don't have automation and call center management systems. Other application have those features but up to mark or not that much customizable as in zendesk.

Vorteile

Zendesk is a platform for enhancing customer experience, constantly improving customer satisfaction to the next level and leading in Omni-channel solutions in the world.

Nachteile

As a client of multiple firms who is frequently compelled to interact with Zendesk, I can only say that my heart sinks when I realize I'm talking with a Zendesk representative rather than an actual staff member. They are really sluggish, they are dealing with numerous people at once and expect you to wait while Zendesk makes money, they don't answer your questions, they don't know their thing, and they are frequently unpleasant. I now buy elsewhere if I see a company using Zendesk and that's what I have to deal with in terms of customer support. If Zendesk is involved, it's simply too unpleasant and time-consuming.

In Betracht gezogene Alternativen

Odoo, Trello und Bitrix24

Gründe für den Wechsel zu Zendesk Suite

Being a customer of several companies is often forced to deal with Zendesk. The only thing we used it for 2 years was that the customers preferred them over other apps. As soon as we finished the projects with those partners, we switched to using them immediately.

Vorteile

Gives you a central hub to handle support tickets (in my case, internal). Rather than handling issues faced by colleagues through e-mail or a chat program, thus, cluttering either up, you can sort it all away into a separate place. It usefully has both e-mail notification and Slack integration abilities, which means being aware right away when an issue is sent in. It also has the ability to link tickets from JIRA, so if an issue requires additional intervention from other teams, you now have that connection. Also useful is if you have some desire for anonymity (obscure/black box who specifically is handling issues), this will work far better than e-mail or Slack in providing that. There are also additional features such as stats and metrics, along with the ability to add tags to tickets, required fields, and macros to automate certain workflows. Again, if you are working extensively with handling issues of all manners, you will find Zendesk quite useful for you.

Nachteile

While the software does a good job of providing a central hub for managing support tickets, it has a couple of improvement points. The ability to not reopen a ticket if someone is simply thanking you would be nice, and one that has been requested a while that has never been implemented. Navigating the help center where you can write articles is a bit confusing to navigate and requires specific flows to get to view vs edit mode. Furthermore, the formatting tools you are offered for creating articles are quite limited, clunky, and awkward. If you want to write anything other than very bland and simple text, you'd be better off linking to an external site with better options, such as Google Docs.

Vorteile

The suite includes tools for ticket management, live chat, phone support, and self-service options like knowledge base and community forums. Users appreciate the ease of use and customizability of the platform, allowing them to tailor it to their specific needs. Additionally, the suite integrates with many third-party applications, making it a flexible and scalable solution for businesses of all sizes.

Nachteile

while the platform is highly customizable, some users have reported that it can be challenging to configure the more advanced settings without technical assistance. However, these issues seem to be relatively minor compared to the overall benefits of using Zendesk Suite for customer support.

Vorteile

One of the things I like most about Zendesk Suite is its ability to centralize and streamline customer service operations. Zendesk Suite offers a wide range of features such as helpdesk ticketing, live chat, phone support, self-service portals, and more, which allows businesses to manage customer interactions across multiple channels. This makes it easy for businesses to provide fast, efficient and personal customer service, which can be particularly important for businesses that rely on customer loyalty

Nachteile

One thing I like least about Zendesk Suite is that it could be a bit overwhelming for new users, as it offers a wide range of features and functionalities. It can take some time to learn how to use all of them effectively. This can be a challenge for businesses with limited time or resources to invest in training their staff.Another aspect that could be considered a downside is that Zendesk Suite is a subscription-based service, which means that businesses will need to pay a monthly or annual fee to access all its features. While the pricing is reasonable, it may not be a good fit for small businesses or organizations that don't need all the features that Zendesk Suite offers.Lastly, it's worth mentioning that Zendesk Suite relies on a stable internet connection to function properly, so if the internet connection is weak or unreliable, it can cause problems such as slow performance, dropped connections or even lost data.Overall, while Zendesk Suite is a powerful and user-friendly customer service solution, it may not be the best fit for all businesses or organizations. It's important for users to carefully consider their specific needs and preferences before deciding to use the service.

Vorteile

At first, we liked using them, we had no issues with their system until they started adding extra products that were not native. for instance, their chat app slowed down our website by at least 30%, we tried intercom and immediately had positive feedback from our users.

Nachteile

Their chat software will consume the life out of your website performance.

In Betracht gezogene Alternativen

Freshdesk