Zendesk Chat Reviews

Summary: I loved the experience obtained with this platform, I believe that it has been really key to have it implemented in this company because it has helped us serve each of our clients, it has been a very important platform because it helps us manage the number of tickets received, it also allows us to inspect the tickets received from our email. The belief of October as this platform was good mainly because I was quite a lot, using it, you can manage all the tickets in this company with total comfort, in addition, I was able to receive all the tickets in real time, every time a client sent some requirement of our Chat or make our email the system did not automatically reflect that requirement, which are really useful platforms and I recommend it for any company that is looking to optimize customer service, they will be able to resolve all kinds of customer doubts.

Positive: Zendesk is an excellent service to have optimal attention to all your clients, it will provide you with a Live Chat which will help you communicate with your clients in real time, in addition, it will also allow you to manage all types of tickets to give them much more attention close to customers in general, that your platform is very complete and offers you advanced tools to serve your customers. The remaining positive things were:

- This platform offers a quite complete Chat, date I tell you allows you to send all kinds of attachments as well as images, the client will be able to send attachments when necessary, this function is positive because I have seen several customer service platforms that do not allow send attachments within Live Chat.

- Ticket management is quite simple within this platform, this platform shows you the available agents within the company, in this way you can manage and assign a ticket to each person, this function is very important and helps you manage the pending tickets so that they can be attended to quickly.

- The really perfect notification system within this platform, it offers you notifications and alerts within your email as well as the application for mobile devices and the version for computers, notifications are received and a half back when a new client has sent through Chat in real time on your website.

- This platform also has a qualification system, every time a client has completed or has already closed a customer service ticket, the client will have to provide a qualification to the people, these qualifications help to position the agents in that company and knowing that people have better customer service.

Negative: Well, the experience with this platform has never presented any type of failure, I consider that it is only a complete platform which provides advanced tools to have a fairly proportional customer service, allows you to manage all types of tickets in real time, assign them to a person and a queuing system for customers, this queue is really effective. However, there is one thing that really has to be more optimistic within this platform, as it is:

- The feature that has to be much more optimal in the free trial period on this platform, currently there is no trial period, the entire platform is paid, to use it you have to pay, to assign it to a website and having a Live Chat you have to pay, there is no feature available for free for any of the new users, I think that this platform should create a free trial period to allow the platform and know the tools it has. It is really necessary that simply a free trial period, so that users can adapt to the platform and understand how its tools work.

Summary: Zendesk has become a key and important software for our entire company, which has helped all our clients' requirements to be met in record time. Previously, it was a bit complicated to attend to all the requirements of our clients, since our inbox would fill up a lot and it was very difficult to keep track of what requirement we had met and what requirement was missing, so that's why we agreed. to implement that platform within our work area. We are really grateful for all the innovative results that this platform has allowed us to have, the attention of all our clients has improved exponentially, the experience we have had has been really comfortable, despite the fact that several functions are missing to optimize the personalization of the chat live, this live chat has been excellently integrated into the website, to keep it active and ensure that our customers can send us their requirement from this chat. We will continue to use external customer service providers, because it helps us handle all the tickets in real time, it helps us assign various agents to attend to all the tickets, it is a fairly complete service that optimizes customer service customers.

Positive: Zendesk has improved the capacity that we currently have in our company to attend to all kinds of customer requirements, we usually receive requests through the inbox, however, we also have a real-time chat in which our customers can contact us and resolve all kinds of doubts, this platform has been really useful because it is capable of gathering all the requirements in the same inbox, for example, if we receive a requirement through our Live Chat, it is capable of informing us, or if we receive a request through our email inbox, it also informs us. There are several positive things that need to be mentioned
about this platform, such as:

1.- You will receive an alert and media is on all your devices and linked accounts when a new requirement is obtained from your customers, this platform has an excellent notification system, it sends you an alert immediately when a new message is received within the Live chat of your website, in addition, it also allows you to receive notifications when a client has contacted you by email, every time you receive a message in your inbox, the application sends you an alert immediately so that you can answer this requirement as soon as possible. This notification functionality helps a lot to serve customers without having to make them wait for a long time.

2.- The easy way in which this platform can be integrated with our website is what has impressed us the most, when we started using this platform, we quickly adapted all its functionalities, we did not have how easy it was to configure this platform to insert them into our website, we quickly managed to integrate the Live Chat so that they work 24 hours a day within our website, the process was really simple and that is one of the houses that most passed my attention in a positive way, because he had previously been using other platforms that were much more complex to use within our website.

3.- Another thing that I like about this platform is that it works in real time with respect to all the tickets received and attended to, for example, there is a single inbox in the entire panel, to which people will have access that are allowed, this inbox will allow you to see which tickets are being attended to in real time, you will be able to see which tickets are still to be attended to and which tickets have already been successfully attended to, this real-time functionality helps to monitor the progress of the attention of all tickets, to know if your agents are reviewing their corresponding work. This panel is divided into several columns, so it will be very easy to identify which tickets are pending and which tickets are closed.

4.- Another of the things that I like about this platform is that you can make an immediate call from it, in its version for mobile devices you have the functionality of calling a number from the same platform, this will allow you to give attention much more direct towards all clients, from the version for computers you can also enjoy this functionality, you can contact the client's number when he writes it in his request form, every time a request is going to be created, it is required that the phone number is placed, it is the phone number that you can use to serve the client from the platform, and that call will be automatically recorded in the detailed report of the request.

Negative: The only negative thing about this platform is that when you want to edit the positioning of the Live Chat this is not possible, I have tried to place the live chat window on the left side of my website, to make it a little more interactive with customers, however this chat can only be placed in the lower right corner and in the upper right corner of the platform or the website, this limits a little the customization that the user can have with the Chat in live. In addition, it is important to mention that you cannot modify the Live Chat interface, which also limits customization a bit. You cannot modify the background that this chat can have, nor can you modify its colors, the only thing you can modify are the jobs of each person who attends customers, and the operation of the live chat queue. There are very few things that can be changed within the live chat interface, that is really a limitation for all users. Regarding the general functionality, it is going to tell you that this platform never gave me any type of error, it always behaved to the measure and gave me really positive results during my experience.

Summary: Generally speaking, with Zendesk we have been able to progressively improve the attention to all our clients, when there is a visitor again on our website, they will be able to access our Live Chat immediately, it is not necessary to make any kind of register and the platform will notify us instantly so that we can attend to your request. This software has brought us great benefits in general, it is being used by the vast majority of our employees, since this is necessary so that all visitors and new customers can be served at all times, our employees divide the hours of customer service, this is really good since customers can always get a response from various agents. I also love the way this software allows us to transfer a request to other people, when one of the agents that is handling a case is not experienced in the area or does not know very well how to solve the request, he can transfer it to another of his colleagues so that he can give him much more specific attention. We thank this platform for having allowed us to have all our clients in a satisfactory way.

Positive: Zendesk is a great service to offer online support to all visitors to the website, we used this service for a little over two years and the results were really noticeable as it progressively improved the attention to all tickets from our visitors. one of the positive factors that stood out during my experience is that Zendesk offers a great notification service, this notification service allows us to receive an alert every time we receive a ticket in our online chat, it should be noted that there are many requests that we receive daily and this notification system helps us to be attentive to each one of the requirements, this has really facilitated the attention to the clients, since we can give an answer to all their questions without making them wait so long. Another positive thing that is important to mention about Zendesk is that they have real-time operation, this real-time operation allows us to know exactly if any of our agents is connected or is serving a specific person, we can know which agents are busy or unemployed, Through this main panel we can also know exactly each request that has been successfully attended or some requests that are pending, as this system works in real time, the status of each request is updated instantly, there is no delay in updating it. Finally, another positive factor is that Zendesk allows us to track support, this support tracking allows us to serve customers via email, the system automatically generates an ID for each case, and the tracking allows us to know exactly the progress of the attention through email, we can know if an email request has been attended to, or if we are waiting for the customer's response.

Negative: The main negative factors that I noticed in Zendesk Is that there is no free trial available for a user, this is a paid software and whoever wants to use it will have to pay for one of the available plans, it would be incredible if they made a free trial available , so that new users can quickly adapt to the platform and understand what features it offers. Another thing that I did not like is that there is no guide for new users, this causes each of them to have problems adapting to the main functions of Zendesk, and also causes that when configuring Live Chat on the website does not turn off do it. It is absolutely necessary that you integrate some guide for new users and that they do not have confusion when it comes to adapting and configuring the service within the web page. Regarding the general function of Zendesk we have not had any problems, everything has worked great, only that there are some things that still need to be integrated into this platform to make it perfect.

Summary: In the first week of using Zendesk Chat we noticed that the customer support was pretty basic, it was pretty normal and we didn't notice any exponential changes, however after a month of using Zendesk Chat we realized how much work It has helped us save, with this system we have been able to organize tickets, serve them in record time and achieve large-scale customer satisfaction. We plan to continue using this software for many more years, since the results it has shown are impressive, we have been able to serve all our clients without having to wait more than 24 hours. The general performance of Zendesk Chat has been good in all aspects, its UI is quite comfortable and easy to use, the section of received tickets is automatically organized by date received, in addition, the real-time chat with customers works great , attachments can be sent through this chat without any type of limit.

Positive: Zendesk Chat is our primary way of handling tickets, managing requests, handling customer requests, and answering a variety of customer questions. Zendesk Chat has had a pretty positive impact on our business overall, and I'm happy about it, I really like the whole Zendesk interface, I feel like I can handle large amounts of tickets without getting bored, also another thing I like is that I can manage tickets quickly, I can assign a support ticket to a specific member of my team and thus save time in attending to various requirements, assigning tickets to various people helps us to give quick attention to the doubts that customers have about our services. Finally, one of the most positively impactful things that I noticed about Zendesk Chat is that it provided us with a real-time system and it worked very constantly, we can receive customer requests in real time and respond to them instantly, plus , Zendesk sends us an Email when we get a new request in our ticket box, it's amazing how Zendesk Chat works and I'm happy about it.

Negative: I have never presented any failure with Zendesk Chat, I have had an experience full of great positive opinions since since it was implemented in our company, we have had innovative results regarding customer service. Customers on our website can access, send a request ticket and their request will be automatically assigned to one of our agents in charge. Zendesk Chat has no faults, its entire system works perfectly and it has far exceeded the expectations that we had mainly from this software.

Summary: With Zendesk we have had the ability to optimize customer service and be able to offer them a system with which they feel comfortable when asking us about their doubts. This platform has fascinated me, I have had the ability to come into contact live with each of my clients who need support, and I have also been able to resolve any questions they have despite not being in the live chat. Zendesk has been a fantastic platform, it has given me a great experience since he came to our company because he has automated customer service and has managed to create tickets to be able to serve each customer at the right time. I am grateful to Zendesk and how much it has allowed us to accomplish.

Positive: Any company would like to have a customer service system which is fully automated! Zendesk is an impressive platform for contacting customers, as it has a fully automated system for registering tickets, receiving support requests, and much more. One of the things I like the most about Zendesk is that this platform has an excellent automatic ticket creation system, when our live chat is inactive, and there is a client who wants to access to chat with us, Zendesk has the technology of creating a ticket automatically and sending us a notification so that we can review it as soon as possible, this is great as it keeps us abreast of any requests that customers who visit our website have.

Negative: One of the things I currently dislike about Zendesk is in its version for mobile devices. It should be noted that the application for computers works in a fantastic way, without any type of error or confusion in the use that the user may have, however, the management of tickets from the application for mobile devices is extremely confusing, since all the tickets created automatically and not separately, which causes conflicts in the review of each of the tickets. It would be better if this application neatly displays each ticket separately, in order to have a better organization.

Summary: It's a good program for anyone wanting a helpdesk or support ticket system that doesn't care about the interface usage.

Positive: Great and reliable live chat and help desk software that does a great job helping track emails and support requests.

Negative: The UI/UX is pretty outdated in comparison to most live chats.