Zendesk Talk: it's okay
January 09, 2019
Zendesk Talk: it's okay
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Zendesk Talk
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.
- 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
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.