Zendesk Talk

Zendesk Talk is phone option used for our customers to contact us. We needed a VOIP that would integrate perfectly with out support desk. Instead of using a 3rd party plug in, Zendesk Talk is built into the support platform and works fluidly with all support operations. Compared to other solution like Aircall, Zendesk Talk simply works .

• Bulk software discount led to ROI

Aircall, Twilio and Salesforce Service Cloud

Microsoft Power BI, Jira Software

In our company, we use Zendesk Talk as the target ticketing system for managing communications through agents with a multi-channel approach. Agents contact us by email and by phone call, so with this platform, all the requests are integrated into a single cloud. This application helps us to give answers faster and cleaner and avoid the risk to double working for the same request (every request is assigned to a colleague in a visible way so other colleagues don't work on the same task). At the same time, the possibility to switch the same request/task from one type of communication (basic emails) to another (for example phone calls) gives the operator - who is managing the task - control over the entire conversation even if this happened in different time moments. Basically, the core scope is, on the external side, providing to the customers an excellent service, and on the internal one stress efficiency and cutting costs (reassigned FTEs to other tasks).

• FTEs cost saving
• Better customer care service, measured with NPS.
• Less time to manage a single request.

ServiceNow Customer Service Management

ServiceNow Customer Service Management

Any call center would need telephony software. That is a given intuition. However, many do not understand the real-life problems that we face with it. Zendesk is a real-time life saver and everything is cloud-based. We do not need an office setup or physical machines to manage the telephony. Its real-time transferable option helps in getting the workforce to start their day from any corner of the world. The analytics are out of this world and allows mid-management to understand the core functions around the contact center and improve on dips and downscales.

• Cost management
• Quality of service
• Seamless connectivity

Exotel

Retool, Ozonetel, Zoho Assist

All queries are converted into tickets and the status can be viewed at a glance so that the response is not skipped. Using the tag management feature, failed responses and frequent queries can be grouped together. Query history can also be viewed. Achieving efficiency, effectiveness, and speed in query responses. In addition, the ticket list screen allows you to display only unresolved tickets and customize the view, which helps you check the status regularly and make sure there are no omissions.

• Satisfaction evaluation requests are automatically sent after the ticket is resolved, helping to increase satisfaction.
• The best thing about Zendesk Talk is that your inquiries no longer go unattended.
• You can enter tickets on your behalf for both verbal and phone inquiries, so if you manage them all as tickets, there will be no omissions.

TeamViewer, HubSpot Service Hub, Eset Endpoint Encryption

Zendesk Talk is an awesome software when assigning calls to available agents. We use this software with even distribution of calls. With Zendesk we were able to track high-call drivers and assign specific calls to specific agents. This has made agent frustration a lot less as agents now have more idle time.

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Genesys Cloud CX and Avaya Cloud Office

Genesys Cloud CX, Avaya Cloud Office