Zendesk Talk is an all-in-one cloud-based platform to manage customer communication. The platform enables you to make and receive customer calls through the web or the phone, while seamlessly integrating with your online customer experience. Zendesk’s analytics allow you to measure your phone support performance.
Zendesk is used by over 169,000 companies in more than 160 countries.
Four different subscription tiers are available, with the highest offering interactive voice response (IVR), a feature that automates responses over the phone based on what a customer says.
Here is how the monthly fees for Zendesk Talk break down based on the subscription tier:
The initial subscription tier, Suite Team, provides the basic features for customer service over the phone. This tier offers a ticketing system that will allow you to keep track of customer calls and inquiries, the ability to communicate with customers across the web, more than 1,000 apps and integrations, mobile and social channels and the ability to provide customers with up to 50 AI-powered automated answers.
The Suite Team also comes with data and file storage, along with reporting and analytics. This is all under one unified agent workspace, which makes it easy to keep track of all customer communication in one place. Clients also receive online support from the Zendesk team and guidance during the onboarding process.
The Suite Growth subscription tier offers slightly more features. The apps and integrations are customizable with this plan as are the ticket layouts, which can be helpful for streaming workflow and organizing information according to your specific clients’ needs. You’ll also receive support and content in multiple languages along with more data and file storage.
The biggest distinction with the Suite Professional plan, which is the most popular, is that it comes with interactive voice response (IVR), a feature that automates responses over the phone based on what a customer says. This means you’ll be able to direct customers to the right agent and help them more quickly and efficiently. IVR is a common feature for call center software but often is offered only at the higher tiers.
It also comes with integrated community forums, where customers can ask questions and have conversations about your business and with each other. Customers can also request a callback, which is helpful when there are long waiting times. This tier is also HIPAA compliant.
Finally, the Suite Enterprise plan is meant for enterprise companies and comes with advanced capabilities for knowledge management, branding for web conversations and more.
Source: https://www.forbes.com/advisor/business/software/zendesk-talk-review/
