Zendesk Talk Reviews & Pricing

by Zendesk | Founded 2007, San Francisco, CA

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Overview Pricing Benefits Reviews Features

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What is Zendesk Talk?

Industry Specialties: Serves all industries

Zendesk Talk is a VoIP contact center calling system that integrates with Zendesk Support Suite. It operates within the same interface that connects customers with agents across multiple communication methods. Call centers can incorporate the technology into an existing platform or rely on it solely for voice calls. Workers can connect via smartphone, mobile app or softphone in a preferred web browser or business desk phone. All capabilities reduce the call abandonment rates and allow employees to answer more calls in less time.

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User Sentiment

Based on 2704 reviews:

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Zendesk Talk Pricing

Based on our most recent analysis, Zendesk Talk pricing starts at $19 (Per Agent, Monthly).

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Starting From: $19
Pricing Model: Per Agent, Monthly
Free Trial: Yes, Request for Free

Training Resources

Zendesk Talk is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for Zendesk Talk:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

Zendesk Talk Benefits and Insights

Why use Zendesk Talk?

Key differentiators & advantages of Zendesk Talk

One Workspace for All Channels: Give agents the context to handle calls using familiar tools. Embed a call console into the product and deliver voice support from the workspace so agents can manage all other channels.
More Choices: Get started with more than 90 pre-built telephony integrations such as Zoom Phone by Faye, ChannelReply, shortcuts, Scratchpad and more that plug directly into Zendesk.
Personalization: Engage with customers through a 1:1 conversation and build a personal relationship with them. Take advantage of spontaneity and sincerity possible only during a live talk.
Efficiency: Build long-term relations with clients through brief chats that are always more substantial than an email exchange. Conclude conversations in a shorter time and offer customers help during emergencies. Access to all the real-time statistics and data concerning conversations. Conclude the analytical data and boost effectiveness.

Industry Expertise

Zendesk Talk is suitable for small and big businesses offering customer support across multiple communication channels. These include financial, education, government, software, communications, media, retail, healthcare and manufacturing.

Zendesk Talk Reviews

Average customer reviews & user sentiment summary for Zendesk Talk:

2704 reviews

88%

of users would recommend this product

Synopsis of User Ratings and Reviews

Based on an aggregate of Zendesk Talk reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

Seamless CRM Integration: Many users appreciate that Zendesk Talk is directly integrated with Zendesk's CRM platform, allowing agents to access customer information and interaction history without switching between applications.
Intuitive Call Handling: Users frequently praise the platform's straightforward interface for managing calls, including features like call transfers, holds, and voicemail, which streamline agent workflows.
Robust Reporting and Analytics: Zendesk Talk provides comprehensive call analytics, enabling businesses to track key metrics such as call volume, duration, and agent performance, which helps identify areas for improvement and optimize operations.

Cons

Limited Customization: Users express frustration over the inflexibility of Zendesk Talk's features, particularly when it comes to call routing and IVR systems. They desire more control over how calls are handled and directed.
Reporting Functionality: Many users find the reporting features in Zendesk Talk to be insufficient for their needs. They desire more comprehensive and detailed reports to gain deeper insights into call center performance.
Reliability Issues: Some users report experiencing dropped calls and other connectivity problems, which can be disruptive to call center operations and negatively impact customer satisfaction.

Researcher's Summary:

Is Zendesk Talk all that it's cracked up to be? User reviews from the past year suggest that it's a solid choice for businesses seeking a reliable call center solution, but it's not without its drawbacks. Many users praise Zendesk Talk for its user-friendly interface and seamless integration with other Zendesk products, making it a breeze to manage customer interactions across various channels. For instance, one user highlighted how the integration with Zendesk Support allowed their agents to quickly access customer information during calls, leading to faster resolution times.

However, some users have expressed concerns about occasional call quality issues and limitations in advanced reporting features. While Zendesk Talk offers basic call analytics, some users find it lacking compared to competitors like Talkdesk or Five9, which provide more in-depth insights into call center performance. Ultimately, Zendesk Talk is best suited for small to medium-sized businesses that value ease of use and integration with other Zendesk products. Larger enterprises with more complex call center requirements might find other solutions more suitable.

Key Features

Zendesk Talk

Integrated Voice Software: Choose the most appropriate call center software and integrate it with Zendesk to deliver a world-class customer experience.
Group Conversations: Access more than just 1:1 conversations to connect clients to experienced agents who can dispel even the most complex issues.
Text Messages: Don’t miss a single chance to connect with customers on SMS. Access all incoming messages easily and react to them accordingly.
Warm Transfer: Allow clients to connect with specific agents without describing the issue from the beginning. Take a few minutes to catch up with the case while the call gets redirected.
Callback From Queue: Save time by booking a customer’s place in a queue during long waits and give them a call back when you’re ready for them.
Interactive Voice Response: Conduct initial segmentation of clients with built-in IVR and direct them to specialized agents from relevant departments. Solve a variety of issues via phone, including complaints, information, tech support and more.
Call Management Features: Forward calls from desk phones to home landlines, personal smartphones or other numbers for greater employee flexibility. Some additional features include call queues, round-robin call routing, caller ID, conferencing calling, set business hours, call barge/whisper and more.
Voicemail: Allow customers to leave voicemails. Get directed to a representative’s voice mailbox instead of waiting in long call queues. Record personalized greetings to direct calls to other phone numbers or let customers know when an employee is out of the office.
Business Text Messaging: Communicate via SMS using the same phone number or any other business messaging platform. Send automated texts when clients request support and create an account. Message to up to 250 customers per phone in one go.
Call Recording: Take advantage of call recording capabilities along with other robust features, such as allowing clients to opt-in or out of being recorded or pause/resume recordings at any time during a call.
Dashboards and Reporting: Get insights into some of the most critical real-time and historical call center metrics, including an average number of inbound and outbound calls and call abandonment rate over a set period. Measure omnichannel support engagement and determine when customers are most likely to contact through the customizable real-time dashboard and historical reports.

Limitations

At the time of this review, these are the limitations according to user feedback:

The product is slightly expensive.
The phone lags due to the VoIP.
Reporting feature is difficult to use.
No text-to-speech functionality.
Call transfer is complex.

Suite Support

Email: Reach out to email support via messaging or customer login.

Phone: (888) 670-4887.

Training: The vendor offers practical training.

Tickets: Submit a support request to the help center answer bot or select the “Get in Touch” option after signing into a valid support or chat account.