Zendesk Talk review
We migrated from Talkdesk to Zendesk talk in July 2023. It made ticket handling easier as relevant calls can be dumped in just one ticket. …
Overview
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…
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Popular Features
- Outbound response (13)8.585%
- Recording (14)7.979%
- Call forwarding (14)7.777%
- Agent dashboard (15)7.474%
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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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Alternatives Pricing
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 Amazon Connect?
Launched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent…
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What is Zendesk Talk?
Zendesk Talk Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
Frequently Asked Questions
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.
Reviewers rate CRM software integration highest, with a score of 9.6.
The most common users of Zendesk Talk are from Mid-sized Companies (51-1,000 employees).
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Reviews
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September 25, 2023
Zendesk Talk review
March 10, 2023
Looking for efficient platform to manage customer queries? Zendesk Talk to your rescue.
Score 9 out of 10
Vetted Review
Verified User
Zendesk Talk creates an easy platform for us to connect with our customers easily and more efficiently. Our customers try to contact our support team via calls and emails and Zendesk Talk incorporates all these tickets into a single cloud platform - making managing and tracking the requests much easier. Our support team has been working efficiently with Zendesk Talk ever since its installation. Moreover, double action on a single request can be avoided and saves a lot of time.
- All requests (at different time moments) from a single customer incorporated into a single ticket - helping respond to them easier and faster.
- Less customer waiting time.
- easy assigning tickets to those in-charge
- A feature for scheduled automatic replies to customers would be helpful
- During an issue, always directed to FAQ articles and not easy to get in touch with their customer care.
July 02, 2022
A good way to improve the Customer Care service
In our company, we use Zendesk Talk as the target ticketing system for managing communications through agents with a multi-channel approach. Agents contact us by email and by phone call, so with this platform, all the requests are integrated into a single cloud. This application helps us to give answers faster and cleaner and avoid the risk to double working for the same request (every request is assigned to a colleague in a visible way so other colleagues don't work on the same task). At the same time, the possibility to switch the same request/task from one type of communication (basic emails) to another (for example phone calls) gives the operator - who is managing the task - control over the entire conversation even if this happened in different time moments. Basically, the core scope is, on the external side, providing to the customers an excellent service, and on the internal one stress efficiency and cutting costs (reassigned FTEs to other tasks).
- Control over single task even if requests were made in different time moments.
- Customer waiting times decreasing.
- Simple and speed follow up to the customer who contact us.
- Starting from a set of keywords (in an email text or also recognised from a phone call), give a standard and automatic reply without operator participation.
- Starting from a set of keywords (in an email text or also recognised from a phone call), categorized the single task into the right topic area.
- Technical integration with other technological systems, for instance Snow.
June 22, 2022
Call Center Operations taken care by Zendesk
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
June 22, 2022
Ideal for increasing customer satisfaction.
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.
June 22, 2022
Solution for a connected customer experience world
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.
June 21, 2022
My Zendesk Talk Review.
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 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.
June 19, 2022
Zendesk Talk single and powerful solution.
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.
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.
March 10, 2020
Zendesk Review
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.
February 13, 2020
Zendesk Talk has allowed us to serve our members with the opportunity to get each of their needs met in a single phone call.
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.
February 13, 2020
Zendesk Talk
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
January 09, 2019
Zendesk Talk: it's okay
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.
December 21, 2018
The Right Voice
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.