ZBot - why I LOVE bots ...
Just had this conversation with the ZBot. My entries in bold.
I can't quite put the finger on it, but I suppose that this bot is, well, short and sweet, utter crap:
Z Bot
Hi there.
Got a question about Zendesk?
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I'm here to help.
Why has ticket #10001797 been solved? I see no answer, and AFAIK I have not been contacted - how come that tickets are "solved" without any interaction?
Z Bot
Let me see what I can find.
Here you go, these resources might help.
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Did you find what you needed?
No, I still need help
Z Bot
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OK. Do you want to connect with our sales team, product support team, or another team?
Connect to product support
Z Bot
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Just to make sure I've got it right, are you having a problem with the Support ticketing system?
Yes
Z Bot
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How is this impacting your business?
The problem is with Zendesk's own support helpdesk where tickets are marked as solved without interaction.
Z Bot
Sorry, I didn't catch that. Please select an option so I can route you correctly.
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How is this impacting your business?
WHAT?
Z Bot
Sorry, I didn't catch that. Please select an option so I can route you correctly.
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How is this impacting your business?
We're getting spam tickets via a suspended user
Z Bot
Sorry, I didn't catch that. Please select an option so I can route you correctly.
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How is this impacting your business?
Stop not catching things - forward me to a human operator!
Z Bot
Sorry, I didn't catch that. Please select an option so I can route you correctly.
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How is this impacting your business?
Just now
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It's almost like the person in charge of support at zendesk didn't use this feature prior to pushing it. Do you really believe zendesk themselves said wow, this works really fluid and amazing, let's release this to the public... and when we do, lets abruptly stop ALL other channels of support! Who's big idea was that? What happen to support that was amazing just 3 years ago at zendesk?
I see more complaints in forums about it than anything good - yet Zendesk has taken the odd approach to stop ALL inbound emails, calls, messages - and simply force all customers to use this crap bot. My phone support, being on enterprise, is gone. So my business means as much as a guy in his basement on the most basic plan. If we need support, we're thrown into the same queue as him.
If someone doesn't get back to you, Zendesk nicely send you an email once they do. Wait a second let me rephrase, they send you an email that "you've got a message in Z Bot! Go ahead log into zendesk to view in, this email is useless!" The email is so bland that it's beyond pointless to even send. Who created this process at Zendesk and thought it's a good idea? I can't answer support tickets now from my phone, I have to go find my laptop and click 100 times to get into this bot.
It's ridiculous to FORCE customers to use this bot and take away ALL CHANNELS OF SUPPORT. Zendesk boasts itself on how many channels it has to allow customers to submit support but limits everyone to a single channel (one) and that channel is the brand (what seems to be barely tested) bot.
My rant is over here... https://support.zendesk.com/hc/en-us/community/posts/4418019922842-Zendesk-Support-has-gone-downhill
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Well, I tried to terminate our chat subscription in September, and got back "we got your message" with about as much context. It's great against spam, BUT ... it's also a good way not to realize that I haven't gotten an answer to my termination. IOW, it created a problem, once the next invoice came, with the terminated chat licenses on the subscription.
After a few words here and there, we got rid of that subscription, but only because I keep ALL mails for at least 2 years.
So, I do concur: These days, it is hard to get support from Zendesk. Their Z Bot doesn't help at all, it just wastes the time of their customers. And we do pay for that kind of support.
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