Avis clients sur Zendesk Suite

Zendesk suite professional débute à 99$/mois et permet de gérer tout ce qui est imaginable dans un service client (voire dans votre entreprise).

Points faibles? Infos/documentation à l'époque (il ya deux ans) trop peu mise en avant mais changé depuis.

Zendesk est un outil pratique et facile à utiliser.Une bonne documentation utilisateur et également technique est à disposition.Possibilité d'utiliser API Zendesk depuis d'autre outils pour créer par exemple des ticket automatiquement, ou pour synchroniser des donées.

Le service client Zendesk n'est pas réactif.

Parce que Zendesk est si populaire, de nombreux autres services tiers prennent en charge l'intégration avec Zendesk. Nous tirons parti de la puissante API ZenDesk pour connecter des éléments tels que des services de réponse externes (crée automatiquement des tickets) et prendre en charge des logiciels d'analyse commerciale.

Il n'y a aucun inconvénient sérieux; le seul problème auquel nous avons été confrontés est de connaître une quantité décente d'informations techniques pour intégrer les services à l'API Zendesk. Le support est plus que disposé à vous aider, mais vous devrez également lire certains articles de la base de connaissances.

J'aime la simplicité d'utilisation pour tout le personnel et la prise en charge des clients, c'est une plate-forme merveilleuse

Rien de décevant lorsque j'ai eu à l'utiliser

Performant et efficace. Procure une excellente expérience pour l'utilisateur final

Service client Zendesk pouvant prétendre à être le plus mauvais du monde

La possibilité de gérer et répertorier les demandes clients au même endroit afin de récupérer facilement des statistiques.

Je n’ai pas eu de problème avec ce logiciel.

Multi produits intéressant avec plusieurs fonctionnalités

Difficile à appréhender, et très couteux.
Le support client (un comble) n'est pas réactif et ne connait pas bien son produit

La documentation exhaustive sur internet

Cela fait 1 an et 4 mois que nous payons pour une intégration que nous avons demandé de stopper. Le service client a un temps de réponse de plusieurs semaines pour chaque retour (dingue pour un vendeur de logiciel CS). Les interlocuteurs se passent le ticket, personne ne fait quoi que ce soit. Je n'ai jamais vu ça. 1 an et 4 mois pour demander d'arrêter l'abonnement sans engagement d'une de nos options. Que nous continuons donc à payer car Zendesk nous prélève depuis tout ce temps. Une honte

Permet de résoudre des SAV assez rapidement et de bien les trier

Prise en main assez lourde, Assez cher avec les options.

Service facile à utiliser, beaucoup de templates

Empêchent de se désabonner, puis réclament le paiement

Zendesk est un outil pratique mais très coûteux.

Un service client très décevant, qui force à la main pour prolonger l'abonnement sans mentionner explicitement les délais exagérément longs si l'on souhaite se désabonner. Aucune compréhension pour les jeunes structures, inadapté pour les start-ups.

A super easy app to set up, and also very customizable if you are opt-in for the subscription that allows you to customize it and apply your branding. There are also multiple automation processes available.

Regarding the help center level of categories, it is a bit limited since you can only have 3 levels.

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.

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!).

easy to navigate and create tickets. notifications works, tagging works and also attachments.

hierarchy to create tickets. too many selection options can be very confusing. and sometimes there is no option that I would like and my vendor decided not to have "others" which makes sometimes ticket creation impossible to be done correctly

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.

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

I like that we could get it fully connected with our internal software and database. Allowing the systems to communicate between themselves and making sure no critical piece of information is lost.

Because of the ongoing renovations, Zendesk is doing to their software, some options in settings are not logically set under the options they should be. For example, you may be changing an option for a user, so you go to Settings and then to Users, but you realize to make that change, you have to go through a totally different set of steps when logically, the options should be where you first went.

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.

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.

It does it it says it will do. Great for ticketing.

So much more it can do just don't have the time to spend time on the learning curve.

Really well developed product to ensure the smooth customer handling.

I found the product bit expensive compare to the competition

Ticketing management system, Customer relation management and messaging/live chats

User security.More work on user security should be look into.

Zendesk is a great and organized space, with its features, the staff can organize everything related to customer tickets and inquiries, as well as live chat with them, self-service features, and also accurate documentation of all actions. I love how Zendesk's high-quality automation enables us to automatically track incoming tickets from customers and how we can customize an autoresponder to respond to them and also quickly distribute them to the responsible team member. I also like how all those times, the procedures that took place and the extent of customer satisfaction with the speed of response are documented within records, through which we can measure the ability of team members to respond quickly as well as the extent of customer satisfaction with that. I also like how easy it is to customize Zendesk in different languages ​​so that we can give the customer the space to choose the language that suits them and how easy it is to use it to answer customer inquiries and requests via SMS so we can expand our operations.

I haven't experienced any negative functionality with Zendesk, the user interface design is amazing, all the tools and tickets are easy to access, and the way tickets are coded is innovative and simplifies for the client as well as team members to easily follow.

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.

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.

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.

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.

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.

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

I loved Zendesk because of its features and thorough reports. However, I found it tough to use and far more difficult to produce reports than other CRMs and Helpdesks. Compared to other Helpdesks, the social analytics are similarly low. The Suite's triggers are among my favorites. One of the most important advantages for us is the sheer number of plugins and integrations available.

The difficulty of creating dashboards and the amount of time it takes to do so annoy me. Because of this, the dashboard might be a bit confusing at times, with data that are out of sync.