Zendesk review

Independent review platforms reveal a mix of praise and criticism. Before choosing a proven SaaS solution, see how zendesk.com truly measures up in the eyes of real users.

Zendesk Social Media

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Zendesk Traffic & Engagement

Curious how users actually find and interact with Zendesk? The table below breaks down traffic sources, user engagement, and key site metrics to reveal how zendesk.com attracts and retains its audience.

Supported Integrations

Zendesk seamlessly connects with popular platforms like Salesforce, SLA Plus, and HubSpot, ensuring your Call Management system works effortlessly with your existing sales and marketing tools.

Feature Highlights: What Stands Out and What’s Missing

Before we dive into the feature breakdown, let’s take a closer look at what Zendesk actually delivers.

Now that you’ve seen the feature list, let’s break down how each capability impacts real-world Call Management.

Voice Recognition

Zendesk’s voice assistance, which is powered by Amazon Connect, has AI-driven capabilities including real-time transcription, automatic call summaries, and the ability to interpret natural language. It isn’t billed as classic speech recognition, but it does let people talk to AI and turn voice into text, which makes things easier for customers.

Toll-Free Numbers

Zendesk’s Talk feature provides companies with toll-free numbers, allowing them to make support calls free of charge for their customers. You can buy these numbers right in Zendesk, which makes it easier to get to and more professional. They also work well with the platform’s customer assistance features.

Real-Time Reporting

Zendesk’s Explore feature lets you see real-time reports on things like ticket volume, agent performance, and channel activity. It enables teams to monitor trends and respond promptly, making decisions and customer service more responsive in real-time.

Interactive Voice Response (IVR)

Zendesk’s Interactive Voice Response (IVR) feature in Talk lets businesses make phone menus with multiple levels that route calls efficiently, play pre-recorded messages, and direct users to self-service or the right agents. This makes support easier and improves the customer experience with customizable, automated call flows.

Call Recording

Zendesk’s Talk feature lets you record calls automatically and connect them to tickets for quick access. It features a pause/resume function for privacy, customizable settings per number, and the ability to download recordings. This enhances compliance, quality assurance, and transparency in customer service.

Call Analytics

Zendesk’s call analytics, which you can find under Explore, gives you useful information about support calls by keeping track of things like wait times, call length, and agent performance. Teams can monitor trends, assess their performance, and continually improve customer service with interactive dashboards and customizable filters.

Call Tracking

Zendesk’s call tracking enables organizations to view call activity in real-time, review past data, and assess the effectiveness of their agents. It increases visibility, supports operations, and service optimization by adding call records and comprehensive information.

Automatic Call Distribution (ACD)

Zendesk’s ACD sends incoming calls to the best available agent based on selected parameters like skill set or availability. This cuts down on wait times, makes things run more smoothly, and makes sure that clients are swiftly connected to the correct support resource.

Average Performer in Call Management: While it provides basic call management features, Zendesk lacks the innovation, scalability, and reliability to compete with top-rated businesses.