Zendesk QA Pros and Cons

I used Zendesk for more than 5 years as an email customer support agent at Lazada Indonesia. In my experience, Zendesk is very user-friendly and effective for handling customer emails. Every email automatically becomes a ticket that we can track and prioritize. For example, when a customer complained that a product hadn't arrived, I would check the shipping status in another system (such as BOB), then go back to Zendesk to reply to the customer and apologize for the late delivery. I also escalated the issue to the shipping team through Zendesk. We used the “Pending” status to indicate that we were waiting for a response from the relevant team. This workflow made it easy to coordinate between departments. Review collected by and hosted on G2.com.

Sometimes the interface was a bit slow during peak hours. Also, some of the advanced automation features required extra training to use efficiently. Review collected by and hosted on G2.com.

It's easy to set up various assignments, calibrations, and scorecards. It's very reliable and provides visibility about individual and team scores. Updates are easy to roll out and implement without losing data. Review collected by and hosted on G2.com.

Some AI features are immature, and I can't coach them directly. Review collected by and hosted on G2.com.

Formally known as Klaus, this was a platform my client would use for the QA evaluations for the support team. However, we decided to leave this platform since the score card and reporting were changed to a new interface that did not meet our expectations. Review collected by and hosted on G2.com.

Klaus use to be fun but after Zendesk acquired it, they changes were not so good. The scorecard was very limiting as well. Review collected by and hosted on G2.com.

Zendesk is a leading customer service platform designed to enhance customer support and engagement and is easy to use. It offers a comprehensive suite of tools that cater to businesses of all sizes, providing solutions for ticketing, live chat, knowledge base management, and customer support and more . Zendesk is known for its intuitive and user-friendly interface, which makes it relatively easy for teams to get up and running. Review collected by and hosted on G2.com.

Nothing, that I dislike about zendesk as this helped me resolve the customers concern more easily with quick comminication and ease of implementation. Review collected by and hosted on G2.com.

Klaus is very accurate in measure customer care's support by allowing our team's leaders to monitoring customer support agents performances with different tools Review collected by and hosted on G2.com.

I enjoy everything about the platform. Nothing to say about dissatisfaction Review collected by and hosted on G2.com.

Klaus is a game-changer for our support team's quality assurance efforts. Its intuitive interface and seamless integration with our existing tools have made it an instant hit among our team members. The outstanding support from the Klaus team ensures that any issues are swiftly addressed, making our QA process smoother than ever. Klauss continues to evolve, demonstrating its commitment to staying ahead of the curve. In summary, Klauss has become an indispensable tool for our support team, simplifying quality checks and enhancing productivity. Review collected by and hosted on G2.com.

Cannot even find one! everything is really great! Review collected by and hosted on G2.com.

The Klaus platform itself was really great and efficient at reviewing conversations. Implementation/integration is easy as you simply needed to choose the service, however, considering their recent acquisition by Zendesk, it will only be possible to connect it with Zendesk. Review collected by and hosted on G2.com.

Klaus recently announced an acquisition by Zendesk, effectively making the Klaus platform exclusively for Zendesk software. Zendesk is amongst the least innovative in the market of Customer Service software, so switching to Zendesk to continue using Klaus would harm the user experience. Review collected by and hosted on G2.com.

Klaus is a great tool to monitor the csat and qa survey's received in a real time basis. There's no need to check to many sites/links since it's already integrated in one app. Review collected by and hosted on G2.com.

Sometimes, the surveys I receive is being counted already as well as the score I got from it but it is not showing up right away on the survey responses section of Klaus. Review collected by and hosted on G2.com.

Klaus is a really user friendly platform, both for the QA team and for the agents and team leaders that use it too. I use Klaus every single day and it's always speedy to get me the things I need.

I really love how you can interact with another through Klaus, by commenting, reacting, replying to reviews, it makes the whole perception of QA that bit more engaging and friendly.

It's also just so speedy to actually conduct reviews, we can more or less double the amount of audits we can do through Klaus! Review collected by and hosted on G2.com.

One thing we've struggled with is how the assignment feature works, rather than assigning X amounts per agent, it assigns X amount to complete the assignment, so if an agent is off for a period of time, other agents will receive more audits to compensate for that.

Though this has been a pain point for us Klaus have been so great to rectify this and have informed us a fix is in progress! Review collected by and hosted on G2.com.

How they make sure to keep the service updated and also fun. Every time I come to Klaus, there is something new waiting for me there. They keep improving it fast and react to our bug reports with speed too. It helps us to make quality evaluations no longer long and tedious work but fast and fun. I enjoy going to it every month not only to do the work itself but also to look for their fun easter eggs left (different catchphrases on holidays pop up on their logo for example). Review collected by and hosted on G2.com.

With things changing fast, we also need some time to adapt too. It caught us off-guard a couple of times and slowed our work a bit. However, those changes were for the better in the end and they were not too big to have a huge impact. Review collected by and hosted on G2.com.