Zendesk Talk Customer Reviews 2023

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.

74 Likeliness to Recommend

Down 2
Since last award

74 Plan to Renew

Down 5
Since last award

76 Satisfaction of Cost Relative to Value

Down 6
Since last award

Emotional Footprint Overview

+58 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?

15% Negative

19% Neutral

66% Positive

Pros

Respectful
Transparent
Fair
Security Protects

Cons

Leverages Incumbent Status
Inhibits Innovation
Slower Product Innovation

Feature Ratings

Average 73

Contact Center Analytics

82

Knowledge Management

76

Screen Prompts

74

Workforce Management

74

Skills Based Routing

73

Multi Channel Queue Management

72

Multi Channel Intake Integration

71

Contact Center Compliance Management

70

Ticket Management

68

Call Scripting and Call Flow Management

65

Call Recording

65

Vendor Capability Ratings

Average 73

Ease of IT Administration

79

Ease of Implementation

76

Business Value Created

73

Ease of Customization

66

Ease of Data Integration

66

Usability and Intuitiveness

57

Availability and Quality of Training

56

Breadth of Features

51

Product Strategy and Rate of Improvement

47

Quality of Features

47

Vendor Support

46

Zendesk Talk Reviews

Washington N.

Role: Information Technology
Industry: Other
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Jul 2022

easily to use

Likeliness to Recommend

6 / 10

What differentiates Zendesk Talk from other similar products?

see other people in different queue

What is your favorite aspect of this product?

easily to use

What do you dislike most about this product?

I would like to know whos the next person that will take the calls

What recommendations would you give to someone considering this product?

none at the moment

Pros

Efficient Service
Inspires Innovation
Respectful
Acts with Integrity

Desiree G.

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

Validated Review

Verified Reviewer

Submitted Apr 2022

Easy to use. Great product and excellent features

Likeliness to Recommend

10 / 10

What differentiates Zendesk Talk from other similar products?

Good to use and very efficient

What is your favorite aspect of this product?

Management material

What do you dislike most about this product?

System of communication used

What recommendations would you give to someone considering this product?

Very reliable and efficient to use

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Timmyleh P.

Role: Operations
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2023

A great accompaniment to Zendesk

Likeliness to Recommend

8 / 10

What differentiates Zendesk Talk from other similar products?

Zendesk Talk integrates well with Zendesk CRM, so users can easily create a ticket associated with the call. If you're a Zendesk user, you'll appreciate using Zendesk Talk because you don't have to toggle between tools, as it is already embedded on Zendesk.

What is your favorite aspect of this product?

The fact that Zendesk Talk is embedded with Zendesk makes it easy for users to create and manage talks associated with each conversation that they have with their customers.

What do you dislike most about this product?

I guess that Zendesk Talk has limited options in terms of features (i.e. call conference).

What recommendations would you give to someone considering this product?

Zendesk Talk will be much appreciated as long as you also include purchasing Zendesk.

Pros

Reliable
Fair
Helps Innovate
Continually Improving Product

Zendesk Talk

Zendesk Talk

What is Zendesk Talk?

Company Details

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Awards & Recognition

Zendesk Talk Ratings

74 Likeliness to Recommend

Down 2Since last award

74 Plan to Renew

Down 5Since last award

76 Satisfaction of Cost Relative to Value

Down 6Since last award

Emotional Footprint Overview

+58 Net Emotional Footprint

How much do users love Zendesk Talk?

Pros

Cons

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.).

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

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

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

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

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

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).

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.

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).

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.

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 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.

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

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.

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.

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.

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

Washington N.

easily to use

Likeliness to Recommend

Pros

Desiree G.

Easy to use. Great product and excellent features

Likeliness to Recommend

Pros

Timmyleh P.

A great accompaniment to Zendesk

Likeliness to Recommend

Pros

Down 2
Since last award

Down 5
Since last award

Down 6
Since last award

Feature Ratings

Contact Center Analytics

Knowledge Management

Screen Prompts

Workforce Management

Skills Based Routing

Multi Channel Queue Management

Multi Channel Intake Integration

Contact Center Compliance Management

Ticket Management

Call Scripting and Call Flow Management

Call Recording

Vendor Capability Ratings

Ease of IT Administration

Ease of Implementation

Business Value Created

Ease of Customization

Ease of Data Integration

Usability and Intuitiveness

Availability and Quality of Training

Breadth of Features

Product Strategy and Rate of Improvement

Quality of Features

Vendor Support