Zendesk for Service

What differentiates Zendesk for Service from other similar products?

We were able to reduce the number of customer service reps we needed to hire, which helped us save money, and the Zendesk Support Suite's Customer Community feature helped us get more involved with our customers and keep them as customers for the long haul. When it comes to building communities and sharing knowledge, Zendesk is unparalleled. It provides several preconfigured structures for classifying data.

What is your favorite aspect of this product?

It's cheaper than major alternatives like Khoros Communities, but it doesn't provide all of the functionality that our clients need right now, such as user rankings and gamification or the ability to easily adapt the platform's structure to meet their needs. Although it excels in communities with a modest number of users, it also has the potential to excel in those with a much larger user base.

What do you dislike most about this product?

The default behavior of combining tickets is to make the merged ticket a public comment. The consumer is likely to become confused after hearing this remark. In order to prevent sending a client a note that may be confusing or unneeded, the agent should uncheck the public comment boxes before completing the merging.

What recommendations would you give to someone considering this product?

You should use Zendesk if you need to manage external communication for a single or several teams. In a high-traffic, customer-centric setting, where automation and self-help articles play an important role in the success of the support staff, it's also a great fit.

What differentiates Zendesk for Service from other similar products?

It was convenient that talks could be tracked down using ticket numbers, that they could be escalated to another agent, and that they could be shared on social media platforms like Instagram and Facebook. Small teams can manage hundreds of replies each day in the most efficient way possible thanks to Zendesk, which automates easy responses and frees up time for more difficult issues.

What is your favorite aspect of this product?

It's a full-featured customer service management platform with excellent agent training materials and engaging industry events for knowledge sharing and networking. Although there were a few hiccups and problems here and there, overall it was a pleasant experience.

What do you dislike most about this product?

The rare glitches we noticed were a turn-off for me. For example, there were instances when I had to utilize Instagram directly on their website rather than through Zendesk owing to faults in the connection, which did take some time to be fixed. I had to do this since Zendesk was having trouble communicating with Instagram.

What recommendations would you give to someone considering this product?

While utilizing it, I was able to categorize my clients' questions and build an interactive dashboard, which was useful for data analysis, when I was answering them. Batch editing tickets, linking situations such as outages to trouble tickets, and sorting out the many support difficulties that clients encounter are all highly practical.

What differentiates Zendesk for Service from other similar products?

There is nothing Zendesk does that I don't like! The back-end user experience is the greatest I've ever encountered. The integration of Shopify and the capturing of knowledge is effortless. We've been using Zendesk Support for years and I'm sure we've only scratched the surface of what it can accomplish, but for a little business like ours, it's more than enough.

What is your favorite aspect of this product?

We can use this data to improve the client experience by putting new processes in place. We've increased our output significantly, and now everything is in plain sight. It's incredible how much freedom we have when it comes to putting up a self-help library for our clientele. We were able to create a help center based on the Copenhagen theme, but we customized it to our liking with custom CSS styling.

What do you dislike most about this product?

New feature requests should be implemented more quickly, in my opinion. I would also like Zendesk to manage all new implementation requests.

What recommendations would you give to someone considering this product?

It is also rare for a larger corporation to have such rapid customer service. Great work on the integrations! All of our support tickets are sent to a Slack channel so that everyone on the team is informed of what's going on. Compared to some other companies, their prices are fairly affordable. All in all, this is a fantastic item.