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Zendesk Talk

Score8.6 out of 10

44 Reviews and Ratings

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What is Zendesk Talk?

Zendesk Talk is call center software built on the Twilio cloud communication platform that integrates with the Zendesk Support ticketing system. This allows customer service teams to provide phone support from the same platform they use to manage all other channels.

Categories & Use Cases

Key Features

Learn about the best (and worst!) features Zendesk Talk has to offer, as determined by TrustRadius' reviewers.
Based on 44 ratings of Zendesk Talk's features
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Top Performing Features

  • Outbound response

    Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

    Category average: 8.2

  • Click-to-call (CTC)

    Allows one-click calling for agents.

    Category average: 8.6

  • Interactive voice response

    Pre-recorded greeting and menu options a customer can select from a telephone keypad.

    Category average: 8.8

Areas for Improvement

  • CRM software integration

    Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

    Category average: 7.6

  • Customer surveys

    Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

    Category average: 8.1

  • Live reporting

    Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

    Category average: 8.6

Reviews

What users are saying about Zendesk Talk.
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Easiest Phone Option For A Fast Onboarding

Peter VadelnieksView profile
Customer Support and Project Manager in Customer Service at SES-imagotag (501-1000 employees employees)

Use Cases and Deployment Scope

Zendesk Talk is phone option used for our customers to contact us. We needed a VOIP that would integrate perfectly with out support desk. Instead of using a 3rd party plug in, Zendesk Talk is built into the support platform and works fluidly with all support operations. Compared to other solution like Aircall, Zendesk Talk simply works .

Pros

  • Answers customer calls
  • Very easy to create new numbers
  • Easy to set up routing, out of office messages, etc

Cons

  • Advanced Routing

Return on Investment

  • Bulk software discount led to ROI

Usability

Alternatives Considered

Aircall, Twilio and Salesforce Service Cloud

Other Software Used

Microsoft Power BI, Jira Software

A good way to improve the Customer Care service

Incentivized
francesca turraView profile
Expert on Spain in Research & Development at Allianz SpA (1001-5000 employees employees)

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

  • 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.

Cons

  • 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

Other Software Used

ServiceNow Customer Service Management

Call Center Operations taken care by Zendesk

Incentivized
Nithin RaoView profile
Operations Manager in Corporate at Unocoin: India's Bitcoin & Crypto Exchange (51-200 employees employees)

Use Cases and Deployment Scope

Any call center would need telephony software. That is a given intuition. However, many do not understand the real-life problems that we face with it. Zendesk is a real-time life saver and everything is cloud-based. We do not need an office setup or physical machines to manage the telephony. Its real-time transferable option helps in getting the workforce to start their day from any corner of the world. The analytics are out of this world and allows mid-management to understand the core functions around the contact center and improve on dips and downscales.

Pros

  • Cloud Telephony
  • User enagegement and management
  • Analytics and data structuring
  • Mobility and ease of access

Cons

  • Pricing
  • Product enhancement
  • Training for complete new joinees
  • Integration support with small fish products as well

Return on Investment

  • Cost management
  • Quality of service
  • Seamless connectivity

Alternatives Considered

Exotel

Other Software Used

Retool, Ozonetel, Zoho Assist

Ideal for increasing customer satisfaction.

Incentivized
Brandon R HudsonView profile
Software Engineer in Information Technology at Digi International (501-1000 employees employees)

Use Cases and Deployment Scope

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.

Pros

  • 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.

Cons

  • 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.

Return on Investment

  • 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.

Other Software Used

TeamViewer, HubSpot Service Hub, Eset Endpoint Encryption

My Zendesk Talk Review.

Incentivized
Jay-mar Whyte
Team Lead in Customer Service at Advantage Communication Inc (5001-10,000 employees employees)

Use Cases and Deployment Scope

Zendesk Talk is an awesome software when assigning calls to available agents. We use this software with even distribution of calls. With Zendesk we were able to track high-call drivers and assign specific calls to specific agents. This has made agent frustration a lot less as agents now have more idle time.

Pros

  • Call Distribution.
  • Lower handle time.
  • More idle time.

Cons

  • A bit technical.
  • Slow on updates.
  • Font too small.

Return on Investment

  • N/A

Alternatives Considered

Genesys Cloud CX and Avaya Cloud Office

Other Software Used

Genesys Cloud CX, Avaya Cloud Office