Zendesk Talk

Zendesk Talk

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Score 8.6 out of 100
Zendesk Talk

Overview

Recent Reviews

Zendesk Review

9 out of 10
March 10, 2020
It was being used by my company as a point of contact for customer contact. It was used by our expert customer service reps and they had a …
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Zendesk Talk: it's okay

7 out of 10
January 09, 2019
We use Zendesk Talk to inbound and outbound customer interactions for our Support Team. Currently, that's around 20 users, 5 days a week.
Continue reading

The Right Voice

5 out of 10
December 21, 2018
The whole organization is using Zendesk Talk. By using Zendesk Talk, it brings all our support interactions into one platform and …
Continue reading

Popular Features

View all 22 features

Click-to-call (CTC) (14)

8.7
87%

Outbound response (14)

8.5
85%

Agent dashboard (15)

8.0
80%

Call forwarding (14)

7.9
79%

Reviewer Pros & Cons

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Pricing

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What is Zendesk Talk?

Zendesk Talk is call center software built on the Twilio cloud communication platform that integrates with the Zendesk Support ticketing system. This allows customer service teams to provide phone support from the same platform they use to manage all other channels.

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

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What is Talkdesk?

Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.

What is Aircall?

Aircall headquartered in Paris provides a VOIP system for business designed to support contact centers, featuring IVR and automated call routing, conference calls, shared call inbox and call notes, unlimited concurrent calls and call queuing, and many integrations with CRM or marketing systems to…

Features Scorecard

Contact Center Software

8.5
85%

Workforce Optimization (WFO)

8.7
87%

Product Details

What is Zendesk Talk?

Zendesk Talk is call center software built on the Twilio cloud communication platform that integrates with the Zendesk Support ticketing system. This allows customer service teams to provide phone support from the same platform they use to manage all other channels.

Zendesk Talk Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Comparisons

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Frequently Asked Questions

What is Zendesk Talk?

Zendesk Talk is call center software built on the Twilio cloud communication platform that integrates with the Zendesk Support ticketing system. This allows customer service teams to provide phone support from the same platform they use to manage all other channels.

What is Zendesk Talk's best feature?

Reviewers rate CRM software integration highest, with a score of 9.4.

Who uses Zendesk Talk?

The most common users of Zendesk Talk are from Mid-sized Companies (51-1,000 employees) and the Information Technology & Services industry.

Reviews and Ratings

 (35)

Ratings

Reviews

(1-15 of 15)
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Xin Siew Lan | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Zendesk Talk is a platform created for the solution of calls that allows us to have a good connection with each of the clients in each of their preferred channels. It allows us to address each of the problems through any means of communication such as calls or messaging since it is a tool that allows us to self-service based on the knowledge of the software. And likewise, it has one of the best user interfaces out there.
  • Its interface allows us the best and easiest communication since it is very easy to use.
  • It allows us to have a good management integration to have good conversations with each client.
  • It helps to have calls without any connection problem.
  • I would like its price to be more accessible.
  • It would be more feasible to be able to have better communication with the support staff and have a better facility when addressing you with the present conditions that are caused to us and your cooperation would be more feasible.
  • It would be more feasible to increase the limits on calls.
Zendesk Talk allowed us to have one of the best helpers in each call center and they can be accessed from any mobile device or computer without any restrictions and thus we can achieve a maximum experience by integrating each client and being able to have an available service capacity. And thus be able to have one of the best technologies that we can offer instantly.
Ruban Deventhiran | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Zendesk Talk is a great call/voice management software. The best part of this software is that I can handle all the text, calls and emails in one place for each customer. The IVR routing and the auto responders are great time savers. The reporting and monitoring are of great help to maximise the quality and optimise the service.
  • Call quality.
  • Reporting and analytics.
  • Queue and IVR.
  • More integration with other social media.
  • Peak hours are a problem for call quality.
If you are planning to go with Zendesk Talk/Voice - this product is really well suited for call management for customers and clients. It will not make the customer's call go unanswered. The rest of the Zendesk product suite will be greatly integrated with it. Benefit you get is - fewer humans needed to respond to calls - most of the basics are handled by IVR. Other calls are managed by queue having fewer staff. Analysis and reports are a great way to serve the clients and customers better next time.
Nithin Rao | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Any call center would need telephony software. That is a given intuition. However, many do not understand the real-life problems that we face with it. Zendesk is a real-time life saver and everything is cloud-based. We do not need an office setup or physical machines to manage the telephony. Its real-time transferable option helps in getting the workforce to start their day from any corner of the world. The analytics are out of this world and allows mid-management to understand the core functions around the contact center and improve on dips and downscales.
  • Cloud Telephony
  • User enagegement and management
  • Analytics and data structuring
  • Mobility and ease of access
  • Pricing
  • Product enhancement
  • Training for complete new joinees
  • Integration support with small fish products as well
Complete contact center solution from Zendesk. We used an older PSTIN model and once we changed to Zendesk. It was a world apart and we loved the UI and the way Zendesk operates. There have been cases where we faced extreme downtimes and Zendesk was a lovely team to support and help us get through.
Brandon R Hudson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
All queries are converted into tickets and the status can be viewed at a glance so that the response is not skipped. Using the tag management feature, failed responses and frequent queries can be grouped together. Query history can also be viewed. Achieving efficiency, effectiveness, and speed in query responses. In addition, the ticket list screen allows you to display only unresolved tickets and customize the view, which helps you check the status regularly and make sure there are no omissions.
  • It is reasonably priced and may be implemented immediately.
  • By making full use of triggers and automation, it can be flexibly configured according to the company's query flow.
  • You can assign people in charge of each type of ticket.
  • Support is primarily directed to frequently asked questions articles.
  • Many FAQ articles are not translated.
  • Cooperation with other applications is easy, but support does not support application cooperation.
"Trigger" and "Automate" can prevent overlooking the inquiry ticket or forgetting to respond, which can lead to troubleshooting. In our usage, the trigger is used to notify the person in charge when the ticket reaches a specific status, and the automate is used to send a notification when there is no response or no response from the other party after entering a comment for a certain period of time.
Score 7 out of 10
Vetted Review
Verified User
Review Source
Unified case management platform with integration to Salesforce. Prior to the implementation, we had different solutions for each division and regional call center. This created basic issues like the inability for case transfers and data mismatches. Implementing Zendesk was our answer to having a uniform platform for our disjointed call center problem.
  • Interactive voice response allowed us to decrease queue manning headcount.
  • Dashboards and reporting allowed our operations leaders to keep a watchful eye on how individual call centers are doing.
  • Call transfer takes a lot of steps and is a bit cumbersome. This increased our call resolution time.
  • While extensive, the reporting feature is difficult to use as the UI is a bit disjointed thus making it hard to understand.
This product is great when the call centers are globally dispersed and yet still need to collaborate jointly to resolve cases. The technology offered allows any call center to run efficiently with all the needs covered. on the downside, Depending on the scale of the operation and business, it may be overkill for some smaller organizations as there may be other products that will do just fine with fewer features and cheaper.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Zendesk Talk is used throughout the company. Zendesk Talk consolidates all of our support interactions into a single platform, eliminating the need to run several programs. We provide end-user assistance for customers that utilize Zendesk Talk as a subset of their own corporate IVR. In 2019, we discontinued email as a medium of communication in order to direct more traffic to our phones, which would result in faster attention and issue resolution.
  • Enables for a speedy response with a simple swipe for our clients.
  • The determination to keep track of all of our customer experiences on a standard ticket.
  • Administration of accessibility.
  • Perhaps a refresh display, since it appears to be out of order.
  • Word and numerals are larger.
  • Getting started with Zendesk's Reporting function has never been simpler.
In terms of how it logs each encounter, it's ideal. This is very useful for my managers who are managing an aggravated issue and need to know exactly what happened in a conversation with one of their staff. It's also a fantastic tool for them to enhance and educate their dealers so that they may be more successful and influential on calls.
The support was pretty okay from our point of view. The service was not fast enough. But they were very much helpful.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Zendesk Talk is an awesome software when assigning calls to available agents. We use this software with even distribution of calls. With Zendesk we were able to track high-call drivers and assign specific calls to specific agents. This has made agent frustration a lot less as agents now have more idle time.
  • Call Distribution.
  • Lower handle time.
  • More idle time.
  • A bit technical.
  • Slow on updates.
  • Font too small.
Zendesk Talk was very helpful when we had multiple complaints from agents about call distribution. The agents used to complain about the calls not being distributed evenly. Agents that were fresh off of a call were the ones to handle the next available call. With Zendesk Talk we were able to address this problem by assigning the next available call to the agent that was available the longest.
Anthony K. Bryan | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Zendesk gives incredible entries to answer tickets quickly with the additional penetrability to team up with partners. It grants us to make ticket numeration, and keep them coordinated, and effectively identifiable. The Zendesk computerized email sent highlight is extremely cool since it assists with holding our customers (in a few different ways) assuming we are away by sending them a mechanized email that we can undoubtedly reanalyze whenever. The stage and UI are not difficult to explore. They offer pretty reasonably evaluating plans with preliminaries as well and incredible client care upholds which will in general be perhaps the main component.
  • Overall, it was satisfactory given the product's wealth of features and functions. Obtaining assistance in understanding how to best use the product was occasionally difficult.
  • Zendesk is an excellent customer service software that we have been using for the past six months.
  • It makes your customers happy because you can communicate with them via text, email, live chat, and social media. The best software because it is available in 40 different languages.
  • It just vanishes when you close it, but it could be something I'm missing.
  • There are occasional issues with uploading and exporting data. Data is sometimes deleted or lost for no apparent reason.
  • Their customer service was appalling. They had a recurring $731 USD subscription set up when we signed up and would not even consider canceling it when we were a day into the recurring payment.
Utilizing Zendesk, our client care delegates can get the data they need all alone. At the point when I handle the articles, I hear only beneficial things about how this program makes my occupation simpler and more useful. They might utilize Slack to search for replies, and the outcomes will be connected to significant articles in Zendesk. Zendesk might be effortlessly coordinated with different administrations, like leeway. On the other hand: The trouble of making dashboards and how much time it takes to do so irritate me. Along these lines, the dashboard may be occasionally befuddled, with noticeably off information.
Score 9 out of 10
Vetted Review
Verified User
Review Source
With Zenddesk Talk our company solved a problem when user agents try to communicate with clients out of the country, also we found a robust platform and practical solution.
  • Send texts message.
  • Zendesk can be integrated with any environment and platform.
  • An easy way to set up phone, voicemail, and text messages.
  • Also come with this great feature called Unified conversations.
  • Maybe Improve IVR option.
  • Add a dashboard with more options.
  • Review reporting option and add friendly one where user can customize.
  • Improve customers option in order to reach an agent quickly getting questions answered.
For us, a great feature is Unified communication, we can always communicate to give customers quick answers. also, the routing call option with language selection redirected to an accurate agent to be attended to in his native idiom it's great with that customer experience is grateful.
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Zendesk Talk for customer service phone calls. It makes it easy for our customer tickets to all be streamlined, whether they call, send in a chat message, or send an email to our support desk. We wanted a system that could keep all of our customer service tickets organized so that any customer service team member could jump in with efficiency to help customers. We use Zendesk Talk for all of our customer service phone calls, and it allows everything to be streamlined for our customer communications.
  • Streamlined customer communications.
  • Efficiency in sharing customer interactions with other team members.
  • Reliable use with few client issues and system down time.
  • Client training and education about using the product more efficiently.
  • Can be complex to learn how to use; not user-friendly interface.
  • Configuring and optimizing data can take some time.
  • Not easy to set up an account, pricing, etc. without a sales rep.
Zendesk Talk works well if you want to streamline all of your customer interactions in one place with your Zendesk tickets, chatbot, etc. It makes it simple to see what interactions have already taken place with customers and other customer service agents. Zendesk Talk is our first choice because there are no other systems out there that combine all of the features that seamlessly transfer from one to another as needed. We also appreciate how Zendesk Talk can transfer from an email ticket to a phone ticket, and back.
March 10, 2020

Zendesk Review

Score 9 out of 10
Vetted Review
Verified User
Review Source
It was being used by my company as a point of contact for customer contact. It was used by our expert customer service reps and they had a smooth experience with it.
  • Clear sound makes callers easy to understand.
  • Easy to understand software.
  • Maybe an updates display, it seems out of date.
  • Larger text and numbers.
If you have a call center and plan on reviewing calls and past contacts on a ticketing system, Zendesk would be worth a try. If you are uninterested in call history or note-taking, you could use another service.
It did what was expected, but could have looked better. The interface seems to be lacking.
Score 7 out of 10
Vetted Review
Verified User
Review Source
Zendesk Talk is currently only being used by our Customer Service department. We prominently use Zendesk Talk more than any other channel of communication. In fact, we removed email as a channel of communication in 2019 to drive more volume to our phones for quicker response and full resolution times.
  • Allows for quick resolve with a one touch resolution for our customers.
  • The ability to track interactions with our customers on one ticket. Such as answering their questions via Zendesk Talk and following up with a recap email.
  • 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.
Well suited in the way it records each interaction. This is specifically helpful for my managers that may be dealing with an escalated issue to hear exactly what took place on a call with one of their agents. It's also an amazing way for them to develop and grow their agents to become more productive and impactful on their calls.
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.
February 13, 2020

Zendesk Talk

Vincent Frisina | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
We support customer end-users using Zendesk Talk as a branch of the customer's own internal IVR.
  • Logging calls
  • Availability management
  • User interface
  • Setup
Zendesk Talk an excellent tool for satellite agents and helps ensure proper call logging and issue tracking.
During setup and demo, the implementation team gave us like $4 in credits, as if we were going to steal minutes from them. We had to go back and ask for more credits multiple times to complete our setup/proof-of-concept
January 09, 2019

Zendesk Talk: it's okay

Score 7 out of 10
Vetted Review
Verified User
Review Source
We use Zendesk Talk to inbound and outbound customer interactions for our Support Team. Currently, that's around 20 users, 5 days a week.
  • 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.
  • Zendesk Talk has the reputation for being a bit unreliable. Calls sometimes drop and the audio is just okay.
  • Zendesk Talk should have an auto log out feature when inactivity has persisted for a specified time.
  • We've had some instances where call recordings didn't record or had weird glitches.
Zendesk Talk is just okay and works well for us because we already use Zendesk. It gets the job done and has good uptime. Besides the times where computers have to be restarted to get Zendesk Talk to work, there aren't a lot of issues.
December 21, 2018

The Right Voice

Score 5 out of 10
Vetted Review
Verified User
Review Source
The whole organization is using Zendesk Talk. By using Zendesk Talk, it brings all our support interactions into one platform and eliminates the need to run external applications.
  • Easy to use.
  • The IVR set up could use some streamlining. Having to go to several different tabs to fully set it up is a bit tedious.
  • Not having an option to stop the recording when gathering credit card information is not an option currently.
  • The callback feature is not currently working.
Currently, Zendesk Talk is not well suited for clients that gather PCI information over the phone. They offer some redaction apps in their marketplace; however, none of them eliminate the need for human resources to ensure important non-payment information is not lost forever.