zendesk talk Review - why 4.3 stars?

zendesk talk Review
ITQlick Score: 90/100
ITQlick Rating: (4.3/5)
Pricing: 2/10 - low cost
Category: Call Center -> zendesk
Ranking:Ranked 5 out of 240 Call Center systems
Company: Zendesk
Pricing: starts at $49 per user/month
Typical customers: Small, medium and large size businesses
Platforms: Mobile, Cloud
Links: zendesk talk pricing, zendesk talk alternatives

Shlomi LaviShlomi Lavi / updated: Mar 18, 2022

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What is zendesk?

Zendesk Talk is a cloud-based call center software designed to help companies provide more personal, productive phone support. The software comes with features such as:
  • Unified Conversations: Calls, voicemails, and texts can all be handled by support agents in the same environment where they manage emails, chat, and social messaging.
  • Routing and Queuing Calls: Support agents can use interactive voice response (IVR) routing, group routing, overflow, and after-hours routing to guarantee that callers always reach the correct person at the right time.
  • Monitoring & Reporting: With real-time data, support agents can measure and optimize their phone support operations. Using cross-channel reporting, they can compare performance to message, email, chat, and other conversational interactions. Representatives can monitor and record calls to guarantee quality interactions while maintaining client privacy.
  • Customize with Apps: Support agents can extend their voice capabilities with additional tools and services, including sophisticated call transcription, redaction, and quality assurance.
Zendesk Talk is a call center software that started in 2007. The company is headquartered in San Francisco, California, United States. The company has a workforce of up to 5000 employees.


What is zendesk talk rating?

The rating of zendesk talk is 4.3 stars out of 5 and the total score is 90 out of 100. The ratings are based on our unbiased experts. Learn more in our rating methodology page

Who uses zendesk talk?

The typical customers include the following business size: Small, medium and large size businesses.

Is zendesk talk the best Call Center system?

zendesk talk is ranked 5 out of 240 software in their category (Call Center systems).

What are zendesk talk's pros? (4 Pros)

  • Zendesk Talk is user-friendly and makes it easy to manage tasks
  • The software can be integrated with big social media platforms like Twitter and Facebook
  • The software makes it easy to handle tickets and provides optimal customer service
  • Support for multiple channels and API integration

What are zendesk talk's cons? (2 cons)

  • The software can be slow when many apps and integrations are configured
  • The response time of the support team could be improved

Who are their main alternatives?

Zendesk Talk competes with other call center systems like LiveAgent, Help Scout, and JustCall. We will compare these call center systems in some specific aspects below.
  • Functionality: Zendesk Talk offers features like Routing & Queuing Calls, Customize With Apps, Monitoring & Reporting, Embedded Voice, Unified Conversations, Instant Customer Information, Integrations, Messaging Across Web, Mobile & Social, Automations & workflows, Ticketing Systems, etc. LiveAgent offers features like Ticketing (available in Zendesk Talk), Contacts, Universal inbox, Contact groups, Contact Field, Contact forms, Agents, Email Notifications, Time Tracking, Tags, Real-Time Chat, Attachments, Email Forwarding, Email Templates, Video Calls, Call Management (available in Zendesk Talk), etc. Help Scout offers features like Shared Inbox, Reporting, Knowledge Base, Live Chat, Messages, Workflows, Customer Management (available in Zendesk Talk), Integrations, knowledge Base, In-app Messaging, Collaboration Tools, Reporting, etc. JustCall offers features like Local Numbers, Toll-Free Numbers, Voicemail by email, Call center analytics, Live Call Activity, Team Collaboration (available in Help Scout), Appointment Scheduler, Website Click-To-Call Button, Call Details, Call Recordings, Sales Dialer, CallRoot, Voicemail Transcription, Wrap-up Time, Integration, etc.
  • Customers/Industries: Zendesk targets Education, Financial Services, Government, Healthcare, Manufacturing, Media, Retail, Software, Telecommunications, etc. Zendesk has customers like 99 designs, Adslot, Modsy, Baublrbar, etc. LiveAgent targets Accounting & Legal, Automotive, Banking & Insurance, E-commerce & Services, Entertainment, eSports, Fashion, Forex, Healthcare, HR & Recruitment, Marketing & TelCo, Real Estate & Retail, Software & Internet, Travel & Accommodation, Web Hosting, etc. LiveAgent has customers like Forbes, Airbus, Inascar, etc. Help Scout has customers like FlexJobs, Brain.fm, OnePageCRM, GrabCard, Springboard, Influitive, Mixmax, Panorama Education, Tattly, ThreadLess, LanguaTalk, GrowSurf, TeamSnap, etc. JustCall targets HealthCare, Education, Financial Services, eCommerce, Real Estate, etc. JustCall has customers like Cloud kitchens, Dominos, Jaguar, McGraw-Hill, Alibaba Group, Grab, Google Fiber, Hello Fresh, Pipedrive, AIG, Walmart, Divvy, etc.
  • Cost: Zendesk Talk starts at $49 per agent per month billed annually. LiveAgent starts at $15 per agent per month. Help Scout starts at $20 per user per month and $25 monthly. Help Scout offers a free trial. JustCall starts at $20 per user per month, billed annually, and $25 monthly.
  • Cloud-based/On-premise: Zendesk Talk and all its alternatives are cloud-based. LiveAgent offers On-Premise for Windows and Linux.
  • Popularity: Zendesk is publicly traded on the NYSE under the ZEN symbol with hundreds of millions of customers. JustCall is privately held and trusted by over 6000+ companies. Help Scout is also privately held and trusted by 8,000 customers in 70+ countries.
  • Scalability: Zendesk Talk, Help Scout, and JustCall can accommodate companies of all sizes. LiveAgent accommodates a wide range of small & medium-sized businesses.
  • Support: Zendesk, Help Scout, and LiveAgent offers support channels like FAQs/Forum, Knowledge Base, 24/7 (Live rep), Email/Help Desk, Chat, and Phone Support. JustCall offers all support channels of Zendesk, Help Scout, and LiveAgent except Phone Support.

What is the cost of zendesk talk?

Zendesk Talk offers three license pricing options; Suite Team, Suite Growth, and Suite Professional.
  • Suite Team starts at $49 per agent per month billed annually.
  • Suite Growth starts at $79 per agent per month billed annually.
  • Suite Professional starts at $99 per agent per month billed annually.
Suite Team comes with features such as ticketing systems, messaging across the web, mobile and social, email, voice, SMS, live chat support, help center, automation & workflows, etc. Suite Growth comes with everything in Suite Team plus a self-service customer portal, AI-powered knowledge management, customizable ticket layouts, etc.

Suite Professional comes with everything in Suite Growth plus conversation routing based on agent skill, Integrated community forums, private conversation threads, customizable & shareable dashboards, etc.

What is the REAL total cost of implementation? on top of the total cost of licenses which is easy to calculate you need to add the cost of training, customization, data migration, and other "hidden cost". ITQlick pricing score is 2 out of 10 (10 is most expensive). You can fine here the REAL total cost breakdown for zendesk talk.

What should you ask Zendesk during a demo session? (65 questions)

Schedule a demo with zendesk talk and access 65 must ask questions for the vendor while watching zendesk talk in action.

Where zendesk talk is used?

Zendesk talk fits every business that wants to provide good customer service. The software enables support agents to manage client discussions across all channels in a single unified Agent Workspace. Customers can be engaged via automatic triggers at the point when assistance is required, even before they have posed their query. Zendesk has customers like 99 designs, Adslot, Modsy, Baublrbar, etc.

List of categories

Call Recording
IVR
Call Center
Complaint Management
Customer Service
Customer Success
Feedback Management
Help Desk
Self-Service Portal
Survey Software
Ticket Management
Social Media

List of features

Self Service Portal
Help Desk
Knowledge Base
Blended Call Center
Call Queue Management
Call Recording
Inbound Call Center
IVR (Interactive Voice Response)
Ticket Management
Survey Software
Social Media Management

zendesk talk Vs. Alternatives

ITQlick rating
Score
Pricing
License pricing
Functionality
Review
Compare
zendesk
ITQlick rating
4.3/5
Score
90/100
Pricing
2/10
License pricing
$49 per user/month
Functionality
25
Compare
Nextiva
ITQlick rating
4.5/5
Score
99/100
Pricing
3.6/10
License pricing
$11.95 per user/month
Functionality
20
8x8
ITQlick rating
3.9/5
Score
93/100
Pricing
2.2/10
License pricing
$15 per user/month
Functionality
43
Review
TouchStar
ITQlick rating
4.4/5
Score
91/100
Pricing
3.4/10
License pricing
Pricing not available
Functionality
6
CenterWare
ITQlick rating
4.6/5
Score
91/100
Pricing
5.6/10
License pricing
Pricing not available
Functionality
9
Author

Shlomi Lavi

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Shlomi holds a Bachelor of Science (B.Sc.) in Information System Engineering from Ben Gurion University in Israel. Shlomi brings 15 years of global IT and IS management experience as a consultant, and implementation expert for small, medium and large size (global) companies.