Likelihood to Recommend Well suited for sites where the product is hardware because with those if there are any questions then the site could help eliminate having to contact the company directly and waiting for answers days later. This would be suited for products as the answer could be given and the more complex questions would be directed to the company.
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 Google Cloud Contact Center AI is based on the same foundation infrastructure and services as Google Assistant, therefore, it is robust and flexible. The APIs are very well built and documented as well. Any newbie can start using the service with a very little learning curve. Seamless integrations are also a great add-on. Google makes sure that Contact Center AI service integrates well with leading customer service platforms which helps any user to use only the required functionalities from Contact Center AI and meanwhile use any other primary platform. Robust documentation which is always alive and is updated within no time is of great help! Google makes sure its end customers know what to do where and when in clear plain text and any issues/ bugs are also documented. 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 It's still in the beginning phase of sentimental Analysis and more data sets can really help during tough conversations. Automation can be made a little simpler and basic for anyone to be able to work on it. Each instance of the software can have its own AI learning for a wider range of real time issues. 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 We are happy with the implementation and functionality of the software and associated systems. In general, unless something better can replace this system we intend on continuing. We think the ease of systems implementation and integration adds value and substantiates the use and excellent functionality of the product and associated services.
Read full review Usability Generally intuitive and easy to learn. I would like more guides but the learning curve is rather quick and makes the software rather an easy study for the average user. Generally, the support and functionality of the software make for a generally good outcome and easy implementation of the software and user experience.
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 Only
IBM Watson Assistant has been the one we have used in the company, in fact, it was the first to use it because currently in the market there are not many options to use, and if there are they are not receiving enough publicity, so we have limited ourselves to google cloud contact center AI.
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 Reduced the number of minutes spent by live agents on trivial queries. Our client saved thousands of dollars by using the AI contact center as now the agents spend most of their time solving real issues. Customer satisfaction got increased exponentially. 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