Likelihood to Recommend I travel a lot and this makes Contivio easy to use, all I need is a good WIFI connection and I am good to interact with the clients anytime/anywhere. The flexibility of not running out the options to get the business running is amazing. The only thing that bothers me is that you may not realize that you're not logged in as you cannot see when the phone logs you out of the application, this also means you might loose out on a running call or the call may not get recorded.
Read full review Zendesk Talk is a great partner that helps us in the customer care area by managing every type of contact with customers (both phone calls and emails). I know there is also the possibility to have integration with instant messaging apps (like messenger and WhatsApp but I have never used them in my experience). In my opinion, the best scenario for Zendesk Talk is represented by a context with a high amount of contacts/requests where a unique platform could be a help both on the external side (customers) and on the internal side (a lot of colleagues who are working in the same area and have to work in a coordinate way). For customers, they could benefit from tailor-made answers, also based on past contacts for the same topic, and avoid waiting times during phone calls, with an immediate follow-up. For internal work management, operators don't overlap in a single request, and even if the same operator is not available the one who manages the request later has complete visibility of the entire topic from the historical point of view. Last but not least, I think that Zendesk Talk helps a lot in the context in which the request's speed is a KPI to manage constantly.
Read full review Pros It's great for call center setups It's nice to have the ability to use the desk phone or a soft phone It syncs to Salesforce and logs my calls under the appropriate account, which is incredibly helpful. Read full review Call recording is a nice feature! It is great for training purposes and for quality assurance. The metrics you get from Explore are a great insight into how the team is handling the call volumes. Zendesk Talk has met most of our needs. It can be a bit unreliable at times. Read full review Cons Sometimes it needs multiple tries to sign in and this has been troublesome At times I have missed call records and it bugs when you really need to listen to the call for details If I am barged into a colleague's call no one else can barge in until I get off that call. This can be a problem when there are mentees who need to learn from these conversations Read full review The lag on the phone is by far the most annoying thing with Zendesk talk due to the voice over IP. Using the Reporting feature in Zendesk has never been a walk in the park. We have to customize a lot of fields and when something doesn't seem to add up, it at times feels like pulling teeth to get to the final answer of what went wrong. Read full review Likelihood to Renew I am happy with the application. Contivio is very easy to use, and I hardly ever run into problems so easy to give a decent rating!
Read full review Support Rating In our experience, we have had to go through many support people then ultimately getting frustrated enough to go directly to our point of contact who then doesn't always seem to be able to assist. We tend to get the support we need when it is escalated up to me and I reach out to our point of a contact person to express our frustration.
Read full review Alternatives Considered Jive is behind the times in terms of user interface and functionality.
Read full review Slack and Zoom phones cannot compare because they have no ticketing systems. Zendesk Talk was the only option we considered because we were already using Zendesk for our email ticketing with customer concerns. We then expanded to using Zendesk's chatbot and then the Zendesk Talk system to keep it all integrated and streamlined.
Read full review Return on Investment Contivio auto-logs my calls to my Salesforce accounts, which makes my job much easier and quicker It's provided a uniform system for our entire company It isn't very user friendly, so the transition to Contivio was very rough Read full review We were able to reduce global headcount by 20% in our call centers. Allowing customers to leave voicemails creates the personal touch needed and really increases our customer connectivity score. We saw increases in our CSAT scores after the implementation of this solution. Call handling time and case reopen rates both decreased. Y/y it decreased 18% and 60%. Read full review ScreenShots