Zendesk Suite

Sehr zufrieden wir nutzen das schon seit ein paar Monaten

Kommentare: Wir sind vollkommen zufrieden und würden die Software weiterempfehlen

Vorteile:

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

Nachteile:

So viele Möglichkeiten können zur Orientierungslosigkeit führen

Zendesk ticketing system

Vorteile:

I do like how easy it is to navigate the system and to setup features.

Nachteile:

I like the ease of use but would like to see more functionality built into the platform at mid-grade subscription tiers. Zendesk almost forces you to pay to play type of subscription service.

Simplifica la atención al cliente en Ecommerce

Kommentare: Ha sido un antes y un después el poder unificar el punto de entrada de solicitues de soporte en un único software y dejar atrás el correo electrónico.

Vorteile:

Nos ha ayudado mucho a simplificar y ordenar las solicitudes de atención al cliente en ecommerce. Es una herramienta que ayuda a ahorrar tiempo y a saber que miembro del equipo se está encargando de cada solicitud.

Nachteile:

Por el momento no hemos tenido grandes problemas, pero puede que la atención al cliente sea uno de sus puntos flacos. COmo es costumbre intentan que todo esté en una base de conocimiento y normalmente el primer punto de contacto no tiene demasiada información para poder ayudar.

Great integrations and in depth information/reports as needed

Kommentare: Super product for customer support tickets. Easy to assign and "pick up" again when users message back. Customizable fields for tickets too. As well, since our package already includes access to chat, and we already used GUIDE through Zen, we are able to utilized the support chat through Guide to auto-create tickets for users, offering self help support and the cost is included in our package - no extra charge (not live chat, just the self help chat feature). Live chat is also available, but we don't use that currently. If you are opting to use the chat feature that suggests answers and self help details, there are limitations to the number of those you can have per month without upgrading the package. But if you use the basic help ticket creation, that is unlimited. We were previously using another product for this purpose that had ridiculous cost associated with a painful user experience and poor self help features. Zen has it all, we were already familiar with the product and it just works.

Vorteile:

Easy to integrate with Jira for ticket/IT issuesEasy to open/close/follow up on ticketsEasy to assign tickets to agentsEasy to integrate with Metabase for subscription management Macros are easy to create and implement/use for ticketsNot so easy, but super helpful once you learn - Zen Support "chat" will help you create tickets if you already integrate Guide on your website.

Nachteile:

If you don't use the deep dive reports tabs a lot, they can be complicated to use. But that's basically being "unfamiliar" with the product. Once you finally find and use them, I'm sure they become more familiar.

Solid System to Capture Customer Emails and Calls

Kommentare: 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.

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!).