Item: Zendesk Talk
Rating: 8
Author: francesca turra

Use Cases and Deployment Scope

In our company, we use Zendesk Talk as the target ticketing system for managing communications through agents with a multi-channel approach. Agents contact us by email and by phone call, so with this platform, all the requests are integrated into a single cloud. This application helps us to give answers faster and cleaner and avoid the risk to double working for the same request (every request is assigned to a colleague in a visible way so other colleagues don't work on the same task). At the same time, the possibility to switch the same request/task from one type of communication (basic emails) to another (for example phone calls) gives the operator - who is managing the task - control over the entire conversation even if this happened in different time moments. Basically, the core scope is, on the external side, providing to the customers an excellent service, and on the internal one stress efficiency and cutting costs (reassigned FTEs to other tasks).

Pros and Cons

Control over single task even if requests were made in different time moments.
Customer waiting times decreasing.
Simple and speed follow up to the customer who contact us.

Starting from a set of keywords (in an email text or also recognised from a phone call), give a standard and automatic reply without operator participation.
Starting from a set of keywords (in an email text or also recognised from a phone call), categorized the single task into the right topic area.
Technical integration with other technological systems, for instance Snow.

Return on Investment

FTEs cost saving
Better customer care service, measured with NPS.
Less time to manage a single request.

Alternatives Considered

ServiceNow Customer Service Management

Maintenance costs for ServiceNow are higher, so Zendesk Talk is a good option even if I think it could be improved in terms of integration with other apps/flows/systems.

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

ServiceNow Customer Service Management

Likelihood to Recommend

Zendesk Talk is a great partner that helps us in the customer care area by managing every type of contact with customers (both phone calls and emails). I know there is also the possibility to have integration with instant messaging apps (like messenger and WhatsApp but I have never used them in my experience). In my opinion, the best scenario for Zendesk Talk is represented by a context with a high amount of contacts/requests where a unique platform could be a help both on the external side (customers) and on the internal side (a lot of colleagues who are working in the same area and have to work in a coordinate way). For customers, they could benefit from tailor-made answers, also based on past contacts for the same topic, and avoid waiting times during phone calls, with an immediate follow-up. For internal work management, operators don't overlap in a single request, and even if the same operator is not available the one who manages the request later has complete visibility of the entire topic from the historical point of view. Last but not least, I think that Zendesk Talk helps a lot in the context in which the request's speed is a KPI to manage constantly.

A good way to improve the Customer Care service

Overall Satisfaction with Zendesk Talk