Item: Zendesk Talk
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

Unified case management platform with integration to Salesforce. Prior to the implementation, we had different solutions for each division and regional call center. This created basic issues like the inability for case transfers and data mismatches. Implementing Zendesk was our answer to having a uniform platform for our disjointed call center problem.

Pros and Cons

Interactive voice response allowed us to decrease queue manning headcount.
Dashboards and reporting allowed our operations leaders to keep a watchful eye on how individual call centers are doing.

Call transfer takes a lot of steps and is a bit cumbersome. This increased our call resolution time.
While extensive, the reporting feature is difficult to use as the UI is a bit disjointed thus making it hard to understand.

Return on Investment

We were able to reduce global headcount by 20% in our call centers.
Allowing customers to leave voicemails creates the personal touch needed and really increases our customer connectivity score. We saw increases in our CSAT scores after the implementation of this solution.
Call handling time and case reopen rates both decreased. Y/y it decreased 18% and 60%.

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

This product is great when the call centers are globally dispersed and yet still need to collaborate jointly to resolve cases. The technology offered allows any call center to run efficiently with all the needs covered. on the downside, Depending on the scale of the operation and business, it may be overkill for some smaller organizations as there may be other products that will do just fine with fewer features and cheaper.

Solution for a connected customer experience world

Overall Satisfaction with Zendesk Talk