TrustRadius Insights for Zendesk Talk are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Pros
Reliability and Call Quality: Users have consistently praised the product for its excellent uptime and call quality, emphasizing its reliability for uninterrupted communication needs. This has been particularly beneficial in ensuring smooth interactions with clients and partners without disruptions.
Efficient Ticket Management: Many users appreciated the feature that consolidates all customer requests into a single ticket, reducing response times and streamlining the support process effectively. By centralizing customer inquiries, users have found it easier to track and resolve issues promptly.
Operational Efficiency: The interactive voice response functionality was highlighted by users for decreasing the need for manual queue management, contributing significantly to overall operational efficiency. This automation has optimized resource allocation and improved service delivery across various customer touchpoints.
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
Likelihood to Recommend
If you need a 1 stop operations then Zendesk Talk is ideal. It's perfectly built into Zendesk and it's easy for agents or reps to use with ease, and easy to manage from a manager or leader perspective.
If you operation does not need a phone option then Zendesk Talk is not meant for you.
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. It has very low downtime as compared to Talkdesk, which was good. One drawback was that reporting and dashboard options are not as robust as we hoped.
Pros
Up time is excellent
Call quality is good
easy to roll out
Cons
Admin dashboard is clunky. No bulk change to all the numbers you use, you have to do it one at a time.
Dashboard capabilities are not as good as Talkdesk
Reporting is not as good as Talkdesk
Likelihood to Recommend
it's easy to use for end users but is a pain for admins.
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.
Pros
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
Cons
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.
Likelihood to Recommend
If you have a customer care team or support team, Zendesk Talk is an amazing platform to, manage all the customer-raised tickets, emails, phone calls, etc under one roof. Moreover, it is a cloud platform, making it easily accessible from anywhere.
VU
Verified User
Employee in Product Management (201-500 employees)
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.
Likelihood to Recommend
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.
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
Likelihood to Recommend
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.
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.
Likelihood to Recommend
"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.
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.
Pros
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.
Cons
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.
Likelihood to Recommend
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.
VU
Verified User
Director in Information Technology (10,001+ employees)
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.
Likelihood to Recommend
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.
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.
Pros
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.
Cons
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.
Likelihood to Recommend
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.
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.
Pros
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.
Cons
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.
Likelihood to Recommend
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.
