Zendesk Suite
Zendesk Suiteの概要
Zendeskは、業界トップレベルのカスタマー・サービス・ソリューションを提供します。規模を問わず、平均で、顧客満足度を25%、エージェントの生産性を30%向上させます。顧客とのやり取りは、Webウィジェット、事前定義されたチケット応答、完全な顧客履歴といった機能を備えた、単一のダイナミック・インタフェースで行われます。迅速に立ち上げて稼働させることができるので、迅速な結果を期待できます。
Zendesk Suiteの対象ユーザー
Zendeskはサービス指向の顧客関係管理 (CRM) 企業であり、顧客関係の改善を目的としたソフトウェアを構築しています。Zendeskのソフトウェアはパワフルで柔軟性があり、あらゆる企業のニーズを満たす拡張性を備えています。
Zendesk Suiteをご存知でしょうか？
別の人気製品との比較
Zendesk Suite
Zendesk Suiteの他のおすすめ代替製品
Zendesk Suiteのレビュー
Great tool to Develop a great Customer Success
製品を使ってみた感想： Our overall experience with Zendesk Suite was very pleasant, we have established a successful Customer Success team, now we are working to maintain the quality of our service.
良いポイント:
This solution is really great, very easy to use and have an elegant interface. We improved our customer support tickets management as well as our internal IT tickets.
改善してほしい点:
One issue that they could improve is the free trial, they only offer 14 days instead of 30 days like many other companies. In addition we send a request to their Customer Support and no much help received.
Abdullah
検討した類似製品：
Zendesk Suite: Assuring top quality customer support for our sunglass business
製品を使ってみた感想： I have had a really good overall experience with Zendesk Suite. Our business has used the program to effectively manage and close deals, prioritize and organize customer questions, and keep an eye on potential sales prospects. Our team can simply access and use the data and resources they need to deliver the best customer assistance thanks to the seamless interaction with other applications and services. The software once saved me time and allowed me to concentrate on other crucial responsibilities by rapidly detecting and resolving a client issue. This personal experience has strengthened my conviction that Zendesk Suite is a valuable resource for enhancing customer support in our sector.
良いポイント:
The incredibly straightforward and user-friendly interface of Zendesk Suite is one feature I really value because it enables our staff to respond to consumer questions and issues regarding their purchases promptly and effectively. Our team's productivity has increased dramatically as a result of this ease of use, and we are now able to give our customers better service. We can administer Zendesk Support Suite in more sophisticated ways, including adjusting the permissions of certain users, thanks to the extra administration options. It also has a vast integration with our platform.
改善してほしい点:
The customization restrictions of Zendesk Suite are one feature I find annoying. Advanced features like Regex are absent. Additionally, less complex automation rules such executing triggers that are established for a specific time period. Again, there aren't many search options, which makes it difficult for customers to find a specific ticket.
認証済みレビュアー
Dissapointing experience
製品を使ってみた感想： Upon the questionnaire of more than 80 people in the department regarding Agent Workspace, we received zero positive reviews, and 10% of agents replied that they would consider quitting the company if the service remains working like that. For that price, the service is not worth recommending, and if you did not yet decide wherever Zendesk is for you, we would advise reviewing other companies.
良いポイント:
Wide variety of services: HelpCenter, chats, e-mails, there are a lot of integrations. But while there are many services, and we do appreciate their stability, the mistakes and bugs will not be addressed, and you will be completely trapped with those issues.
改善してほしい点:
-Regardless of how much you pay, your feedback will be ignored, even if it is widely supported by the community.-Zendesk forces you to transfer to their new system, “Agent Workspace,” which lacks major features that are present in the Classic Chat Widget. Despite any arguments, they took the position, “We will not update the old system, so transfer to the new.” When transferring to the new system, Zendesk lacks attention, understanding, and proper support. Agent workspace does not work as promised (later, more on that). -Horrible support. I cannot emphasize that enough, but every manager in my team constantly complains about the inattentiveness and lack of basic comprehension abilities of Zendesk managers. Unless you involve your personal manager (who does not answer support questions), your issues will be paid zero attention to. They will not accept any feedback. Most importantly: if the question cannot be answered with a link or a shortcut, the support team forwards your issue to tickets. Moreover, in 30% of cases, support will resolve the tickets without giving your replies. As a support manager of many years, I cannot imagine the level of disregard for a paying customer who needed to close the requests without a reply. -Agent workspace: slow performance. Translation does not work on mobile SDK. Skillbase routing doesn't work, inconsistent ticketing system, and an inconsistent tag system.
Samuel
Efficient and Versatile
製品を使ってみた感想： Ticket management, live chat, call center integration, and knowledge base management but also the ability to customize the software to fit specific needs is a major bonus! :)
良いポイント:
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.
改善してほしい点:
The price can be steep for young companies, but the ROI is worth it.
Tora
検討した類似製品：
The All-in-One Customer Service Solution
製品を使ってみた感想： Zendesk Suite offers support across multiple phones, email, chat, and social media channels. It allows customers to contact support in their preferred channel and have a consistent experience across channels. Agents can also view the entire customer conversation history in one place to provide personalized support. The knowledge base feature allows you to create help center content for customers to self-serve. You have complete control over the layout, design, and content. The knowledge base seamlessly integrates with the rest of the Zendesk Suite to provide a unified customer experience.
良いポイント:
Zendesk Suite provides over 100 pre-built reports and dashboards to gain data-driven insights into your customer service operations. You can analyze customer satisfaction, agent performance, ticket volume, and more metrics. The reporting tools are easy to use but also highly customizable. Zendesk Suite has a robust API allowing you to integrate the software with many third-party applications. Many pre-built integrations are also available to connect Zendesk Suite to live chat, phone support, and internal tools like Slack or Salesforce. The integrations and API provide much flexibility in building a customized support solution.
改善してほしい点:
In my experience using Zendesk Suite, I did encounter a few minor issues with the mobile interface for agents. However, Zendesk released updates to address most of these issues. Overall, Zendesk Suite is an intuitive, full-featured customer service software with a simple and modern interface.
