Ooma Office vs. Zendesk Talk

We use Ooma Office for everyone in the company including mobile users. It has allowed us to eliminate the spam callers as well give our mobile and remote users the ability to make business calls - from any device, from anywhere, at any time - without having to worry about any long distance charges, or without giving up their personal telephone numbers (at home or cellular).

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Invited by the Vendor

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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.

Incentivized

Independently Invited by TrustRadius

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

• Ease of IVR customization: Allows my business to adapt quickly to an ever-changing business economy
• Plug and Play application: I was up and running within minutes of opening the box with the equipment in it!
• Find Me, Follow Me for remote access: No matter where I go, I can bring the office with me.
• Simple, Straightforward Billing: I recognized savings from day 1; my monthly invoice stays the same every month!

• 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.

Incentivized

Independently Invited by TrustRadius

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

• Cell phone app could be a little easier to use.
• Ooma Desktop needs some tweaking to make it more user friendly.
• I would like my 800 number to be assigned to my personal mailbox vs. having to have its own extension.

Incentivized

Invited by the Vendor

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 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.

Incentivized

Independently Invited by TrustRadius

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

We have found it very easy to configure, manage, and expand our phone operations with Ooma Office. We needed a reliable phone network as this is the first means of communication for our customers - Ooma has made it a lot easier for us to manage. Their support is also available 24x7 so that's a huge plus.

Ooma has helped us make better use of our phones and given us many more capabilities than our previous service. The mobile app has provided an excellent connection and quality. Its integration with the cellular phone app and contacts makes it a breeze to use. Emailed recordings of voicemails are very helpful for both receiving messages and allowing us to archive them. It has also saved us a significant amount of money and provided us with a more capable and reliable system all at once.

Incentivized

Independently Invited by TrustRadius

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

Everything about it works, as I have previously detailed. Coming from different companies and using other tools like Twilio or Aircall, those are VOIP tools that are built to be plugged into other tools, Zendesk Talk is natively built into Zendesk and feels correct in the user experience of Zendesk

Ooma Office support is always available. I've never been on the phone with them for longer than 5 minutes. They are knowledgable, have great active listening skills, are able to make recommendations on how to make Ooma Office work even better for you, and wait times to speak with an agent are reasonable and typically less than 1 minute.

Incentivized

Invited by the Vendor

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

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.

Incentivized

Independently Invited by TrustRadius

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

Have a plan in place before you start the implementation, open communication with the staff on the changes being made, prepare a reference guide on the system and how to navigate the new setup. Budget and allocate time for helping staff learn the new system. Consolidate and coordinate all the questions internally before reaching out to support.

We went over to Ooma [Office] after having had Intermedia for several years. Intermedia was good, but they were due for an update on many of their systems, which they did after we left. With Ooma [Office], we have our hold music and other basic, easy to use options that fit well for our small business.

Incentivized

Invited by the Vendor

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

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.

Incentivized

Independently Invited by TrustRadius

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

• System made it one-stop shopping for fax lines and phones numbers and equipment which was convenient.
• It was a shock to see that $39.98 of service manages to result in about $18 of additional “fees” every month. Makes the service significantly less of a bargain than is advertised.

• 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%.

Incentivized

Independently Invited by TrustRadius

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