Zendesk for Employee Service

What differentiates Zendesk for Employee Service from other similar products?

Zendesk Guide is the one software that can be used to support the customers over email, chat or phone.

What is your favorite aspect of this product?

My favourite aspect of Zendesk is its user-friendly interface, that is easy to master with regular use. It offers various features to make it the best choice for delivering best customer support.

What do you dislike most about this product?

The only thing I started to dislike about Zendesk is the Agent Assist tool, which completely changes the meaning of the statement.

What recommendations would you give to someone considering this product?

I would say if anyone is wanting to have a platform for delivering the best customer service to their members via different modes, you can go for it! This is the best ever software!

What differentiates Zendesk for Employee Service from other similar products?

I think Zendesk is great for customer support inquiries. Being able to keep certain tickets such as customers reporting product defects or complaints is easy to keep organized.

What is your favorite aspect of this product?

I like how easy the reporting feature is to use which makes it a seamless process to present to our leadership team.

What do you dislike most about this product?

I wish Zendesk was a little more customizable when it comes to reporting. Being able to get really granular with reports is a win when presenting to other team members.

What recommendations would you give to someone considering this product?

I would recommend looking into making the platform more quality assurance and compliance friendly so documenting complaints and exporting them is easier.

What differentiates Zendesk for Employee Service from other similar products?

It’s the perfect integration of all communication channels-email, chat, networking and voice in one unified interface that is easy to use and automate. Not only is it a ticket manager, but it’s also a system that anyone can use to take care of support without the need for technical knowledge.

What is your favorite aspect of this product?

My greatest surprise when beginning to use Zendesk was how intuitive it was. I swear, I was worried it would be really tough to use at first, but I quickly learned how to set up chat, organize my email, and tag problems—all without switching apps. Thanks to the system's initial setup, the steep but manageable learning curve was really rather pleasant. Instead of flitting between windows, I now have a neat tray with macros and automatic rules that let me respond to the same question once and have everything prepared for the next time. For the first time in a long time, I felt at peace because to this insight.

What do you dislike most about this product?

There were times when a lot of tickets came in at once, and the platform slowed down. It felt like every click had to cross an avenue full of traffic.

What recommendations would you give to someone considering this product?

We had a day not too long ago when the number of questions went through the roof: emails, conversations, networking and everything else at once. That used to be a mess: answers that were the same, entries that were everywhere, and part of our team lost in that maze. I set very simple rules and grouped agents by category in Zendesk, and it all started working: we got every ticket grouped together, no duplicates, and everything could be tracked. We downloaded the report at the end of the day and found that response times had decreased and customers were delighted.