Item: Zendesk Talk
Rating: 8
Author: Vincent Frisina

Use Cases and Deployment Scope

We support customer end-users using Zendesk Talk as a branch of the customer's own internal IVR.

Pros and Cons

Logging calls
Availability management

User interface
Setup

Return on Investment

Ability to offer help desk solution without turning up a call center

Alternatives Considered

Jive and Twilio Flex

Zendesk Talk integrated with the help desk pretty quickly.

During setup and demo, the implementation team gave us like $4 in credits, as if we were going to steal minutes from them. We had to go back and ask for more credits multiple times to complete our setup/proof-of-concept

Key Insights

Do you think Zendesk Talk delivers good value for the price?

Yes

Are you happy with Zendesk Talk's feature set?

Yes

Did Zendesk Talk live up to sales and marketing promises?

Yes

Did implementation of Zendesk Talk go as expected?

Yes

Would you buy Zendesk Talk again?

Yes

Likelihood to Recommend

Zendesk Talk an excellent tool for satellite agents and helps ensure proper call logging and issue tracking.

Zendesk Talk

Overall Satisfaction with Zendesk Talk