Google Voice is a free IP telephony service that provides users with one phone number that can be forwarded to multiple phones or devices. It includes features such as call forwarding, voicemail translation, text messaging, and voice calls. Fees may apply for international calling.
$10
per month
Zendesk Chat
Score8.3 out of 10
N/A
Zendesk Chat (formerly Zopim) is a live chat tool developed by the Singaporean company also called Zopim, acquired by Zendesk in April 2014.
$11.20
per month
Pricing
Google Voice
Zendesk Chat
Editions & Modules
Starter
$10
per user/per month
Standard
$20
per user/per month
Premier
$30
per user/per month
Lite
$0
per user
Basic
$14
per user
Advanced
$25
per user
Premium
$55
per user
Offerings
Pricing Offerings
Google Voice
Zendesk Chat
Free Trial
No
Yes
Free/Freemium Version
No
Yes
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
Optional
Additional Details
—
The pricing above is price per user per month. You will get a discount when you opt for annual payment.
I do think Google Voice works well for organizations that do not have a support team meant to provide regular telephone support, and instead do so on an ad hoc basis. I would not recommend it for high-volume call activities, such as SDR motions.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Zendesk Chat is suited for all the support teams that provide real-time assistance. Like if someone wants to block the debit/credit card, it is a high-priority case that needs real-time assistance. Whereas issues like close my account, and invoice request doesn't need real-time assistance, where Zendesk tickets support will be perfect.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Google Voice has been invaluable for us in our effort to provide exceptional customer service. With Google Voice, we have been able to increase our customer interactions while reducing the wait time to reach a live person on our team. We couldn't be more pleased with the way things have worked out since implementing Google Voice.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Due to staffing issues, we have temporarily stopped offering chat as an available channel. We're also interested in the best ways to integrate chat with our FAQs and AI to provide quick responses, either during off-hours or prior to speaking with a live agent. I've also found that reporting is rather limited where some of the interesting and useful data made available and visible during the chat cannot be pulled post-chat; it would be great to pull a high-level report so we can analyze this data.
I think it works really well in the arena it operates in, but not so well in areas where an enterprise system would be more appropriate. It's great for quick solutions that just work, but not so much for more complex call management tasks.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
As mentioned previously, it's a clunky product that lacks user-friendliness. It feels old and behind the times compared to other products we have used. The inability to have a wrap-up time before a new chat comes in is also a big issue for our team.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
They do not offer support unless you have the Business account for Google Voice under G Suite. This is tough, because Google doesn't really have a customer support team for this service, so when it gets shut down for a few hours, we have no choice but to wait it out. But this doesn't happen that often, which is great.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Getting assistance and/or troubleshooting anything with Zendesk can be quite frustrating. In my years of experience with Zednesk, I have almost never found the answer to my question without going through multiple articles, ultimately getting frustrated and reaching out to our contact for more assistance. So for a consumer, the support is not as relieving as Zendesk Chat is to our customers in getting the questions answered by us.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
It is a pretty seamless program to transfer to, even for people who either have little experience with these programs or people who were stuck on Skype
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The integrations of Google Voice with all our devices are flawless, Android, iOS, Windows, Linux and Mac. Also, the call performance is far superior on wifi as well as on mobile data. With Skype, we had several problems with personal accounts, performance issues, and in general, it felt awkward to use it.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Zendesk Chat is far more user friendly than some of the other competitors on the market. It has a very all the features that you require to ensure your customers are contacted in 'real time'. Its main tools include a live chat interface for quick communication, customisable chat widgets to fit your brand, mobile responsiveness for all devices, and canned responses for common questions. The platform can also start chats based on visitor actions, like time on a page or exit intent. A real must for any leading company
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Google Voice should be also be use to those who have difficulty in speaking English. So the contract term will need to be a little strict as Google Voice is used in navigations as the part of GPRS navigation is personal. The private data need to be in control much more securely and safely.
It help to connect with the products that we use as a part. We need to get in touch with our professional world. It is like a tool that helps us to get in touch with everything from A to Z in our professional careers. So we need to be in touch with everything as linearly as the jpb can be done.
Cost for Google Voice is stellar, starting at $10/mo per user.
While it doesn't offer a new Audio/Video conferencing solution it does integrate with GSuite so it makes use of Google Calendar and Hangouts/ Google Meet.
Gets the employee's to use their company phone numbers more as texting is easy and deployment is simple.
The cell phone app is reliable and easy to deploy.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Positive impact - Compared to our old system, this newly updated system provides features and functionality that has increased our agent productivity and provided customer insight like we've never had before. This has resulted in fewer hold times and higher customer satisfaction.
Negative impact - Our reporting team still struggles with obtaining the right information from time to time with the chats. This leads to loss of productivity and more resources dedicated to reporting.
Positive impact - Due to Zopim's embed, we are able to more successfully place them on the appropriate self-service portals and pages, reaching a larger audience, and being more readily available to answer our client's questions. This has resulted in an increase in our self-service portal usage, driving down the phone and email support channels, which in turn reduces support costs.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
