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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Real user data aggregated to summarize the product performance and customer experience.
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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
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?
Pros
- Respectful
- Transparent
- Fair
- Security Protects
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
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
Zendesk Talk Reviews
Emma B.
- Role: Sales Marketing
- Industry: Electronics
- Involvement: Business Leader or Manager
Submitted Oct 2021
Efficiency and efficacy of online customer care
Likeliness to Recommend
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
Submitted Mar 2020
Lots of great features
Likeliness to Recommend
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
Submitted Feb 2020
Great entry level call center option
Likeliness to Recommend
Pros
- Caring
- Acts with Integrity
- Transparent
- Helps Innovate
