Zendesk

Zendesk Talk

Composite Score

7.0 /10

CX Score

7.1 /10

30 Reviews Write a Review

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What is Zendesk Talk?

Even in the age of emails, texts, and DMs, sometimes a problem is best solved by talking to a real human. Zendesk Talk connects a voice channel into Zendesk’s omnichannel solution—allowing agents to easily pick up the conversation from any channel and resolve complex issues faster. Businesses of all sizes can quickly deploy a voice solution tailored to their needs and easily adapt as their customer needs evolve.

Company Details

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Zendesk Talk Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Zendesk Talk.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

82 Likeliness to Recommend

2
Since last award

85 Plan to Renew

5
Since last award

79 Satisfaction of Cost Relative to Value

3
Since last award

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+75 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Zendesk Talk?

9% Negative

10% Neutral

81% Positive

Pros

Respectful
Transparent
Fair
Security Protects

Feature Ratings

Average 78

Contact Center Analytics

Workforce Management

Screen Prompts

Multi Channel Intake Integration

Call Recording

Knowledge Management

Multi Channel Queue Management

Skills Based Routing

Contact Center Compliance Management

Ticket Management

Call Scripting and Call Flow Management

Vendor Capability Ratings

Average 75

Ease of IT Administration

Ease of Implementation

Ease of Customization

Usability and Intuitiveness

Business Value Created

Ease of Data Integration

Breadth of Features

Availability and Quality of Training

Product Strategy and Rate of Improvement

Quality of Features

Vendor Support

Zendesk Talk Reviews

Emma B.

Role: Sales Marketing
Industry: Electronics
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Oct 2021

Efficiency and efficacy of online customer care

Likeliness to Recommend

10 /10

What differentiates Zendesk Talk from other similar products?

When utilizing Zendesk Talk, the closing is effectively completed faster than traditional mail correspondence, therefore there are benefits for the customers, but the users are also happy since they can monitor the customer's progress in real-time and respond immediately. It appears to be a headline-creation application. We've placed this chat on the corporate site, the EC site, and product support so that we can respond, but if you only have a few companies or questions, it's useful since you can conduct the entire conversation on one page. yourself. We've gotten comments, such as the fact that they're going shopping

What is your favorite aspect of this product?

An area where you can easily and affordably include a chat system. It is simple to add simplicity by just inserting a tag. If the BOT is correctly built, frequent requests may be automated, consumers may be able to solve problems on the spot, and both operators and customers may benefit. Chat bots have achieved certain results by saving time and effort when responding to users who query about common material and essential things such as those written in Q&A through phone or form. Even if that section is eliminated, it saves me a significant amount of time, allowing me to answer tough questions and solve difficulties in that period.

What do you dislike most about this product?

Zendesk has recently been upgraded to include, among other things, the ability to connect to multiple chat services. It is not entered into this Chat, but it is logged as a question, so it is the same as an email inquiry; if feasible, Zendesk Talk may be connected and real-time responses provided.

What recommendations would you give to someone considering this product?

You may install it if you have your own HP or EC site in addition to the Zendesk knowledge area, so even if you just have a few workers, you can handle everything from purchase inquiries to post-sales support. You can also appoint more people. Furthermore, because there is a smartphone app if the train stops on the way to work and the support start time is not on time, it may be managed. You don't need to run any other applications, and if you get a Chrome Push notification or a smartphone app notification, you can login and start responding right away, boosting reaction speed, purchase rate, and customer correspondence.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Hannah O.

Role: Public Sector
Industry: Energy
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2020

Lots of great features

Likeliness to Recommend

8 /10

What differentiates Zendesk Talk from other similar products?

Its ease of use from multiple roles

What is your favorite aspect of this product?

The scope of features

What do you dislike most about this product?

Requires clearly defined roles to drive workflow

What recommendations would you give to someone considering this product?

Look at tutorials to get a better idea of workflow

Pros

Reliable
Performance Enhancing
Enables Productivity
Unique Features

Role: Information Technology
Industry: Healthcare
Involvement: IT Leader or Manager

Validated Review

Anonymous Reviewer

Submitted Feb 2020

Great entry level call center option

Likeliness to Recommend

8 /10

Pros

Caring
Acts with Integrity
Transparent
Helps Innovate

Zendesk Talk

What is Zendesk Talk?

Company Details

Need Assistance?

Awards & Recognition

Zendesk Talk Ratings

82 Likeliness to Recommend

2 Since last award

85 Plan to Renew

5 Since last award

79 Satisfaction of Cost Relative to Value

3 Since last award

Emotional Footprint Overview

+75 Net Emotional Footprint

How much do users love Zendesk Talk?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Contact Center Analytics The solution provides strong reporting and analytics capabilities on key contact centre metrics (i.e. call handle times, average time to resolution etc.).

Workforce Management Provides time & attendance capabilities to track staff time and performance/KPIs and coordinates scheduling in accordance with regulations & business needs.

Screen Prompts The solution provides proactive recommendations or screen-pops with contextual customer information.

Multi Channel Intake Integration The solution provides the ability to ingest service inquiries from multiple channels (e-mail, telephony, instant messaging, social media, web channels).

Call Recording Inbound and outbound calls are captured and retained in the platform, and can be appended with relevant metadata (such as callers, date/time, subject).

Knowledge Management The solution provides end-to-end knowledge management capabilities (dedicated agent-facing knowledge bases or wikis).

Multi Channel Queue Management The solution provides a structured queue system for sequencing service requests from multiple channels.

Skills Based Routing The solution provides the ability to automatically route tickets or cases to the appropriate agent based on stored skills assessments.

Contact Center Compliance Management The solution provides an audit trail of all contact centre activities for compliance purposes.

Ticket Management The solution provides a structured framework for ticket creation, routing, disposition and closure.

Call Scripting and Call Flow Management The solution provides service agents with recommended scripts or call sequence activities across the lifecycle of a service interaction.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Zendesk Talk Reviews

Emma B.

Efficiency and efficacy of online customer care

Likeliness to Recommend

Pros

Hannah O.

Lots of great features

Likeliness to Recommend

Pros

Great entry level call center option

Likeliness to Recommend

Pros

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Feature Ratings

Contact Center Analytics

Workforce Management

Screen Prompts

Multi Channel Intake Integration

Call Recording

Knowledge Management

Multi Channel Queue Management

Skills Based Routing

Contact Center Compliance Management

Ticket Management

Call Scripting and Call Flow Management

Vendor Capability Ratings

Ease of IT Administration

Ease of Implementation

Ease of Customization

Usability and Intuitiveness

Business Value Created

Ease of Data Integration

Breadth of Features

Availability and Quality of Training

Product Strategy and Rate of Improvement

Quality of Features

Vendor Support