Ideal for increasing customer satisfaction.
June 22, 2022

Ideal for increasing customer satisfaction.

Brandon R Hudson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Zendesk Talk

All queries are converted into tickets and the status can be viewed at a glance so that the response is not skipped. Using the tag management feature, failed responses and frequent queries can be grouped together. Query history can also be viewed. Achieving efficiency, effectiveness, and speed in query responses. In addition, the ticket list screen allows you to display only unresolved tickets and customize the view, which helps you check the status regularly and make sure there are no omissions.
  • It is reasonably priced and may be implemented immediately.
  • By making full use of triggers and automation, it can be flexibly configured according to the company's query flow.
  • You can assign people in charge of each type of ticket.
  • Support is primarily directed to frequently asked questions articles.
  • Many FAQ articles are not translated.
  • Cooperation with other applications is easy, but support does not support application cooperation.
  • Satisfaction evaluation requests are automatically sent after the ticket is resolved, helping to increase satisfaction.
  • The best thing about Zendesk Talk is that your inquiries no longer go unattended.
  • You can enter tickets on your behalf for both verbal and phone inquiries, so if you manage them all as tickets, there will be no omissions.

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

"Trigger" and "Automate" can prevent overlooking the inquiry ticket or forgetting to respond, which can lead to troubleshooting. In our usage, the trigger is used to notify the person in charge when the ticket reaches a specific status, and the automate is used to send a notification when there is no response or no response from the other party after entering a comment for a certain period of time.

Zendesk Talk Feature Ratings

Agent dashboard
9
Validate callers
9
Outbound response
8
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
8
Predictive dialing
9
Interactive voice response
9
REST APIs
8
Call scripts
9
Call tracking
9
Multichannel integration
9
CRM software integration
9
Inbound call routing
9
Omnichannel inbound routing
9
Recording
9
Quality management
9
Call analytics
9
Historical reporting
9
Live reporting
9
Customer surveys
9
Customer interaction analytics
9