#1 most frequent
United States of America
67.4%58 installations of 86
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.
Categories & Use Cases
Top Performing Features
Outbound response
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
Category average: 8.7
Click-to-call (CTC)
Allows one-click calling for agents.
Category average: 8.7
Interactive voice response
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
Category average: 9
Areas for Improvement
CRM software integration
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Category average: 8.1
Customer surveys
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
Category average: 8.3
Live reporting
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
Category average: 8.2
Who Buys & Uses Zendesk Talk
#2 most frequent
Canada
4.7%4 installations of 86
#3 most frequent
United Kingdom of Great Britain and Northern Ireland
4.7%4 installations of 86
Easiest Phone Option For A Fast Onboarding
Use Cases and Deployment Scope
Zendesk Talk is phone option used for our customers to contact us. We needed a VOIP that would integrate perfectly with out support desk. Instead of using a 3rd party plug in, Zendesk Talk is built into the support platform and works fluidly with all support operations. Compared to other solution like Aircall, Zendesk Talk simply works .
Pros
- Answers customer calls
- Very easy to create new numbers
- Easy to set up routing, out of office messages, etc
Cons
- Advanced Routing
Return on Investment
- Bulk software discount led to ROI
Usability
Alternatives Considered
Aircall, Twilio and Salesforce Service Cloud
Other Software Used
Microsoft Power BI, Jira Software
A good way to improve the Customer Care service
Use Cases and Deployment Scope
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).
Pros
- 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.
Cons
- 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.
Return on Investment
- FTEs cost saving
- Better customer care service, measured with NPS.
- Less time to manage a single request.
Alternatives Considered
ServiceNow Customer Service Management
Other Software Used
ServiceNow Customer Service Management
Call Center Operations taken care by Zendesk
Use Cases and Deployment Scope
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.
Pros
- Cloud Telephony
- User enagegement and management
- Analytics and data structuring
- Mobility and ease of access
Cons
- Pricing
- Product enhancement
- Training for complete new joinees
- Integration support with small fish products as well
Return on Investment
- Cost management
- Quality of service
- Seamless connectivity
Alternatives Considered
Exotel
Other Software Used
Retool, Ozonetel, Zoho Assist
Ideal for increasing customer satisfaction.
Use Cases and Deployment Scope
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.
Pros
- 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.
Cons
- 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.
Return on Investment
- Satisfaction evaluation requests are automatically sent after the ticket is resolved, helping to increase satisfaction.
- The best thing about Zendesk Talk is that your inquiries no longer go unattended.
- You can enter tickets on your behalf for both verbal and phone inquiries, so if you manage them all as tickets, there will be no omissions.
Other Software Used
TeamViewer, HubSpot Service Hub, Eset Endpoint Encryption
My Zendesk Talk Review.
Use Cases and Deployment Scope
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.
Pros
- Call Distribution.
- Lower handle time.
- More idle time.
Cons
- A bit technical.
- Slow on updates.
- Font too small.
Return on Investment
- N/A
Alternatives Considered
Genesys Cloud CX and Avaya Cloud Office
Other Software Used
Genesys Cloud CX, Avaya Cloud Office