Zendesk Suite Erfahrungen

Vorteile

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.

Nachteile

Von mir aus war kostet einbisschen höher als die anderen Software

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

Highly performant ticket tool with complete options.
Easy login through SSO and reliable tool.
Can easily configure profile , signature and automated replies in tickets.

Nachteile

On mobile and personal hotspot internet it works little slow.

Vorteile

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

Nachteile

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

In Betracht gezogene Alternativen

JIRA Service Management und HubSpot Service Hub

Gründe für den Wechsel zu Zendesk Suite

Zendesk Suite have better options for all different needs.

Vorteile

Zendesk Suite offers a seamless, user-friendly interface that simplifies ticket management and customer support. Its robust automation features help streamline workflows, reducing manual tasks and improving efficiency. Additionally, the platform integrates easily with various third-party tools, enhancing its overall flexibility and functionality.

Nachteile

Zendesk Suite can become costly as you scale, with additional fees for advanced features and customization options.

In Betracht gezogene Alternativen

JIRA Service Management

Gründe für den Wechsel zu Zendesk Suite

I chose Zendesk Suite for its intuitive interface, robust automation capabilities, and seamless integration with third-party tools, which provided a more comprehensive and scalable solution compared to other options.

Vorteile

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.

Nachteile

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

In Betracht gezogene Alternativen

Atera

Gründe für den Wechsel zu Zendesk Suite

Price and ease of use were the primary reasons for our choice.

Vorteile

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.

Nachteile

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

Vorteile

Ease of set up was good. Customer support is good.

Nachteile

I thought the user interface was rather confusing, and the lack of multiple templates on the cheapest tier wasn't great. The default template was ugly.

In Betracht gezogene Alternativen

Intercom

Gründe für den Wechsel zu Zendesk Suite

Our customer success lead had used Zendesk before

Vorteile

It helps me to manage my customer support effectively – all my interactions are in one location that makes it a lot easier to follow up on.

Nachteile

It may be a little interesting to set up in the beginning particularly for small teams. There are many functionalities to get there.

Vorteile

The user interface is super intuitive, which makes managing customer interactions easy. Overall, it's really improved how we handle customer service.

Nachteile

There haven't been any major drawbacks so far. Zendesk Suite has been smooth and effective for our needs as a team.

Vorteile

You can easily track the performance of your team virtually. If there are issues with them, we can communicate easily and I can remotely help them. The features of this app is not crucial and very I really appreciate that it was very easy to understand especially for first time user like me.

Nachteile

Overall experience was amazing and I haven't experience any issues till this moment. I really recommend this app for those that are working from home.

Vorteile

That it integrates with other Apps and has it own dash

Nachteile

That it takes a lot of actions to configurate tags, for exemple.

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

Zoho Social und LiveChat

Warum Zendesk Suite gewählt wurde

We needed to track UTM codes from Google Analytics and Provide Support was unable to do that at the time we switched. Full disclosure: Provide Support says it can now track UM codes, but we've run into roadblocks when testing it.

Gründe für den Wechsel zu Zendesk Suite

The ability to accurately track Google Analytics UTM codes, price, and features.

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 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

It's a great cloud application with great uptime, and it streamlines our job while we're doing live chat with customers to resolve a specific issue. For my team and myself, automating the ticketing process is the ideal solution. When a ticket is created, an automatic email is sent to the client, and when it is resolved or closed, another email is sent to the customer.

Nachteile

Even though I appreciated the functionality and automation, I had to spend a lot of time figuring out how to use the dashboard. This application's pricing is too expensive for an early company since it has functionality that they may not require.

Vorteile

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.

Nachteile

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!).

In Betracht gezogene Alternativen

Zoho Social und LiveAgent

Gründe für den Wechsel zu Zendesk Suite

Other products have too many features that were not needed by our company.

Vorteile

Ease of use and intuitive interface, which makes it easy for agents to navigate and resolve customer issues quickly, and the help and customer support Zendesk offers.

Nachteile

The price can be steep for young companies, but the ROI is worth it.

Vorteile

The reporting capabilities in Zendesk Suite are beneficial for businesses as they provide valuable insights into customer support performance, ticket resolution times, agent productivity, customer satisfaction, and trends, enabling data-driven decision-making and continuous improvement of support operations.

Nachteile

Zendesk is expensive and hard to get approved to add more team members.

Vorteile

I really liked being able to track tickets and keep up to date on where they were in the customer support lifecycle. Creating macros was not difficult, and it really helped our agents to respond very quickly when they knew which macro to use.

Nachteile

Zendesk can be very complicated if it isn't set up correctly from the beginning. We ended up having to untangle a lot of decisions that were made in the beginning and it was really hard to back out once the systems were in place.

In Betracht gezogene Alternativen

Intercom

Gründe für den Wechsel zu Zendesk Suite

Ultimately there were more options with zendesk - integrated knowledge base, chat, ticketing system - and while it was more expensive, you got more bang for your buck.

Vorteile

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.

Nachteile

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.

Vorteile

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

Nachteile

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.

In Betracht gezogene Alternativen

tawk.to und Intercom

Gründe für den Wechsel zu Zendesk Suite

We chose Zendesk Suite over alternatives like Intercom and Tawk.to because of its longstanding reputation and perceived reliability. Being one of the oldest players in the market, we believed that Zendesk's experience and established presence would offer a robust and dependable solution for our customer support needs. Additionally, we liked the way the help center works, so it fit our needs.

Vorteile

Zendesk as a tool does what it is supposed to do, and it does it well. We used Support + Guide products, for ticketing for our e-learning business, and also for our Self-Serve support (knowledgebase). It is full-featured, and comprehensive. As far as support rep work goes, it's simple, to the point, and it integrates well with many tool because it is such a large company. It is designed for an enterprise company.

Nachteile

Because it is so full-featured, it can be years' work to get everything set like you need, and they provide little to no assistance. Some of the basic settings are so deep and so spread out, you'll spend hours reading through Help articles to understand how to customize your ticket form. It is NOT small-business friendly, it is really meant for large companies with someone dedicated to maintaining this software.