Item: Zendesk Talk
Rating: 7
Author: Verified User

Overall Satisfaction with Zendesk Talk

Use Cases and Deployment Scope

We use Zendesk Talk to inbound and outbound customer interactions for our Support Team. Currently, that's around 20 users, 5 days a week.

Pros and Cons

Pros

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.

Cons

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.

Return on Investment

More reliable than our previous talk center software.
Call recording has been a great addition
We have a much better idea of how to staff phones with the metrics we get from Zendesk Talk

Alternatives Considered

Zendesk Talk has been far more reliable and robust than Ring Central. We had a lot of unreliable instances with our old provider. We didn't have call recording before either.

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.

Zendesk Talk Feature Ratings

Comments

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Zendesk Talk: it's okay