Item: Zendesk Talk
Rating: 7
Author: Shea Mworia

Use Cases and Deployment Scope

Zendesk Talk is currently only being used by our Customer Service department. We prominently use Zendesk Talk more than any other channel of communication. In fact, we removed email as a channel of communication in 2019 to drive more volume to our phones for quicker response and full resolution times.

Pros and Cons

Allows for quick resolve with a one touch resolution for our customers.
The ability to track interactions with our customers on one ticket. Such as answering their questions via Zendesk Talk and following up with a recap email.

The lag on the phone is by far the most annoying thing with Zendesk talk due to the voice over IP.
Using the Reporting feature in Zendesk has never been a walk in the park. We have to customize a lot of fields and when something doesn't seem to add up, it at times feels like pulling teeth to get to the final answer of what went wrong.

Return on Investment

A decrease in employee turnover by 47% due to increased morale from not being bogged down with emails. They feel like they can focus more of their attention on the customer's needs and resolve their issues quicker.
Limiting how many people can be in the queue has led to issues with customers getting frustrated with hold times and being harder to save when they are calling in to cancel our services.

Alternatives Considered

Prior to using Zendesk Talk, we used standard hand held phones in the office. Zendesk Talk has made us 75% more productive and efficient and allowed us to reach a lot more customers to serve.

Support Rating

In our experience, we have had to go through many support people then ultimately getting frustrated enough to go directly to our point of contact who then doesn't always seem to be able to assist. We tend to get the support we need when it is escalated up to me and I reach out to our point of a contact person to express our frustration.

Key Insights

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

Not sure

Are you happy with Zendesk Talk's feature set?

Yes

Did Zendesk Talk live up to sales and marketing promises?

Did implementation of Zendesk Talk go as expected?

Yes

Would you buy Zendesk Talk again?

Yes

Likelihood to Recommend

Well suited in the way it records each interaction. This is specifically helpful for my managers that may be dealing with an escalated issue to hear exactly what took place on a call with one of their agents. It's also an amazing way for them to develop and grow their agents to become more productive and impactful on their calls.

Zendesk Talk has allowed us to serve our members with the opportunity to get each of their needs met in a single phone call.

Overall Satisfaction with Zendesk Talk