Zendesk

Zendesk Talk

Composite Score

7.1 /10

CX Score

7.2 /10

31 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

87 Plan to Renew

2
Since last award

81 Satisfaction of Cost Relative to Value

2
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.

+77 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?

8% Negative

9% Neutral

83% Positive

Pros

Respectful
Transparent
Fair
Security Protects

Feature Ratings

Average 79

Contact Center Analytics

Workforce Management

Screen Prompts

Multi Channel Intake Integration

Call Recording

Multi Channel Queue Management

Skills Based Routing

Knowledge Management

Contact Center Compliance Management

Ticket Management

Call Scripting and Call Flow Management

Vendor Capability Ratings

Average 76

Ease of IT Administration

Ease of Implementation

Business Value Created

Ease of Customization

Usability and Intuitiveness

Breadth of Features

Availability and Quality of Training

Ease of Data Integration

Product Strategy and Rate of Improvement

Quality of Features

Vendor Support

Zendesk Talk Reviews

Graciela W.

Role: Human Resources
Industry: Other
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jan 2025

In tune with your clients from anywhere.

Likeliness to Recommend

8 /10

What differentiates Zendesk Talk from other similar products?

Zendek Talk is a customer service solution that guarantees powerful results to organizations by offering tools that improve the customer experience with prompt attention, reduction of time and additional expenses. It makes life easier for agents by allowing them to address requirements in a short time. It is a software that provides flexible features, easy configuration and management in addition to a visually pleasing interface and accessible plans.

What is your favorite aspect of this product?

The results we have obtained since using Zendesk Talk have been notable, it is a software that facilitates fluid communication with our clients without much effort, we have increased productivity and collaboration in addition to the satisfactory experience of our clients with the services offered and the promptness They have been the best.

What do you dislike most about this product?

Customer service that goes beyond just customers is also about a thriving business and a productive team, ZendeskTalk is a wonderful software that not only focuses on customers but on what is also important to the company and work teams focuses on the benefit of the team and the great opportunities that our clients can receive. It offers everything you need to be synchronized, it has had a great impact in my organization.

What recommendations would you give to someone considering this product?

I recommend Zendesk Talk because it is a customer service software that has given us the opportunity to stay ahead of our customers from anywhere at any time and to stay in sync with our company by offering convenient conversational support for customers making it easy for them to get answers in record time making their lives easier with interactions via messaging, live chat, social networks, email and voice.

Pros

Effective Service
Acts with Integrity
Helps Innovate
Continually Improving Product

Rebecca S.

Role: Sales Marketing
Industry: Transportation
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jul 2024

Great product!

Likeliness to Recommend

8 /10

What differentiates Zendesk Talk from other similar products?

I haven't used any other products like this.

What is your favorite aspect of this product?

The ability to provide analytics regarding phone support and who needs to follow up with what.

What do you dislike most about this product?

Sometimes when the internet traffic is high the software can lag a bit.

What recommendations would you give to someone considering this product?

So far we have enjoyed using Zendesk, It has improved collaboration and communication within our organization.

Pros

Reliable
Enables Productivity
Saves Time
Helps Innovate

Arinda J.

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

Validated Review

Verified Reviewer

Submitted Mar 2024

Zendesk is easy to use

Likeliness to Recommend

10 /10

What differentiates Zendesk Talk from other similar products?

Zendesk has enough storage on the cloud that they offer for call recording which we use for future reference and training purposes

What is your favorite aspect of this product?

I like the pricing of the tool because it does not cost a lot of money to use and yet provides good communication, it is easy to use and does not require any technical knowledge.

What do you dislike most about this product?

I have not seen any dislike with the tool, they are easy to use and with professional support team, However, they should consider lowering the price

What recommendations would you give to someone considering this product?

I would recommend the software because it is easy to use.

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Trustworthy

Zendesk Talk

What is Zendesk Talk?

Company Details

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Awards & Recognition

Zendesk Talk Ratings

82 Likeliness to Recommend

87 Plan to Renew

2 Since last award

81 Satisfaction of Cost Relative to Value

2 Since last award

Emotional Footprint Overview

+77 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).

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.

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

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.

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.

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.

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.

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

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

Graciela W.

In tune with your clients from anywhere.

Likeliness to Recommend

Pros

Rebecca S.

Great product!

Likeliness to Recommend

Pros

Arinda J.

Zendesk is easy to use

Likeliness to Recommend

Pros

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2
Since last award

2
Since last award

Feature Ratings

Contact Center Analytics

Workforce Management

Screen Prompts

Multi Channel Intake Integration

Call Recording

Multi Channel Queue Management

Skills Based Routing

Knowledge Management

Contact Center Compliance Management

Ticket Management

Call Scripting and Call Flow Management

Vendor Capability Ratings

Ease of IT Administration

Ease of Implementation

Business Value Created

Ease of Customization

Usability and Intuitiveness

Breadth of Features

Availability and Quality of Training

Ease of Data Integration

Product Strategy and Rate of Improvement

Quality of Features

Vendor Support