Likelihood to Recommend
It is well suited for SaaS products or services that have a highly complex user interface. Through Appcues, you can ensure that people discover all the existing and new features and make them understand the value of your product as soon as possible to address the evergreen issue of churn. But if your user interface is really messed up, you should change the product itself instead of using a tool like Appcues to explain everything on the screen.
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It is great for small startup companies and even big companies. Zendesk support sometimes lacks speed but they seemed to solve issues quickly once they get a grip on it. Might not be on everyone's budget, especially with small start-ups. Overall, I was happy to work with Zendesk and it was very easy to use and learn.
Read full review Pros As a whole, Appcues is very easy to use. You can build templates to easily style future modal windows and tooltips. They have great customer service! Any time I've had a question our support rep always gets back to me with solutions. Read full review Zendesk makes it easy to see if a question/ticket has already been answered/updated (and to see who answered it). Zendesk makes it easy for users to indicate if they are available to respond or not. Zendesk also makes it easy to respond as you can respond within the software/system. A one-stop process! Read full review Cons We were extremely surprised that there are not any Appcues used in Appcues. The app is pretty easy to use, once you figure out how to use it. There were not any type of tutorials when we logged in that quickly walked through how to setup a flow. Appcues has lots of support articles, however they are almost so numerous that it was hard to find simple onboarding documentation that we found useful. The different tooltips and product actions are great, but being able to customize the different cues a little bit more by changing sizes and aspect ratios could be an improvement. Read full review delays during chat where the last message sent does not reflect at once and needs a page refresh problems with reporting that does not show real-time data when pulled up creation of child tickets a bit buggy, does not reflect after adding one Read full review Likelihood to Renew
There has not been a reason to consider anything else as the core functions work perfectly for ticketing. Also Zendesk continues to focus on new functionality, growth of the API and Apps framework and add more partner application to the list. Not only will be renew but it is likely we will add seats as we grow and expand our customer focused teams.
Read full review Usability
As an agent it's very simple to use. As an admin it's also easy to use, but sometimes lacks some functionality that would be nice to have such as expanded native 2 way sync functionality for many major apps that are commonly used today like
and Salesforce. The ability to add followers to tickets to they get updates and are in the know without the customer seeing this agent cc'd is a nice touch. This ensures additional visibility and easily following the communication without having to appear as a CC to the customer, who could accidentally remove that person in a response, thus breaking the visibility
Read full review Reliability and Availability
In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
Read full review Performance
There has been minor performance degradation on a very few days out of the two years I have been using the product.
Read full review Support Rating
Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
Read full review Online Training
Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
Read full review Implementation Rating
I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.
The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy Read full review Alternatives Considered
It has a much, much better user interface, better customer care, and of course better pricing. This along with the fact that they were very accommodating for our use case ensured we went ahead with Appcues.
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Zendesk has much more functionality on the canned responses so the team saves time in selecting the repeated small issues and reduces the chance of error, or the team member frankly getting bored. Secondary the tickets system is far superior to Intercom especially how it keeps the client updated automatically on the tickets updates saving the teams efforts. I do feel Intercom has better user comms and behvaiour tracking functionality
Read full review Return on Investment Appcues has allowed us to quickly deploy user help features that target specific users, audiences, even customers with very little effort. Appcues has helped gain user traction by providing helpful tooltips, tours, and other rich content, reducing the first-time user learning curve. Read full review The main part of the IT department is able to quickly prioritize and delegate tickets as they come in. Tickets can be linked to each other and support articles, creating opportunities for more efficient responses. Central location for users to ask for tech help when they don't need to know which staff member is the appropriate person to ask. Read full review ScreenShots