Item: Zendesk Talk
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We use Zendesk Talk for customer service phone calls. It makes it easy for our customer tickets to all be streamlined, whether they call, send in a chat message, or send an email to our support desk. We wanted a system that could keep all of our customer service tickets organized so that any customer service team member could jump in with efficiency to help customers. We use Zendesk Talk for all of our customer service phone calls, and it allows everything to be streamlined for our customer communications.

Pros and Cons

Streamlined customer communications.
Efficiency in sharing customer interactions with other team members.
Reliable use with few client issues and system down time.
Client training and education about using the product more efficiently.

Can be complex to learn how to use; not user-friendly interface.
Configuring and optimizing data can take some time.
Not easy to set up an account, pricing, etc. without a sales rep.

Return on Investment

Decreased customer wait time for response.
Increased satisfaction level ratings by customers.
Decreased ticket numbers per customer.

Alternatives Considered

Slack and Zoom

Slack and Zoom phones cannot compare because they have no ticketing systems. Zendesk Talk was the only option we considered because we were already using Zendesk for our email ticketing with customer concerns. We then expanded to using Zendesk's chatbot and then the Zendesk Talk system to keep it all integrated and streamlined.

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

Other Software Used

Slack, Zendesk Chat, Zoom, Adobe Marketo Engage, Adobe Commerce (Magento Commerce)

Likelihood to Recommend

Zendesk Talk works well if you want to streamline all of your customer interactions in one place with your Zendesk tickets, chatbot, etc. It makes it simple to see what interactions have already taken place with customers and other customer service agents. Zendesk Talk is our first choice because there are no other systems out there that combine all of the features that seamlessly transfer from one to another as needed. We also appreciate how Zendesk Talk can transfer from an email ticket to a phone ticket, and back.

Zendesk Talk is the all-inclusive customer service suite.

Overall Satisfaction with Zendesk Talk