TechValidate Research on Zendesk Talk

6 Charts


Zendesk Talk Customer Research

What were your primary reasons for selecting Zendesk Talk?

It is part of Zendesk, so it fits into agent workflows
83%
It makes it easy to keep track of phone conversations
61%
It is fast and easy to setup
50%
It is easy for our agents to use and doesn’t require training
49%
It makes it possible to analyze support activity across channels
38%
It is a fraction of the cost vs. other call center systems
24%
It has all of the features we want and none that we don’t
15%
Other
4%

Zendesk Talk Customer Research

What types of challenges did you face before selecting Zendesk Talk for phone support?

Inconsistent customer support across channels
45%
Wasted time transcribing or manually tracking calls
44%
Limited flexibility of existing phone systems
39%
Limited transparency into agent activity
38%
Difficulty measuring and reporting on KPIs
31%
High cost of existing phone systems
27%
Other
11%

Zendesk Talk Customer Research

How quickly did your team get up and running with Zendesk Talk?

<1 day: 44%
1-3 days: 41%
4-7 days: 7%
More than 7 days: 7%

Zendesk Talk Customer Research

What are the key benefits you’ve found since implementing Zendesk Talk?

We got started quickly
56%
Our customer service has improved (first contact resolution, customer satisfaction, NPS)
34%
Our reporting is more accurate
34%
Our agents are more productive
27%
We have saved money
23%
We have reduced the number of vendors we manage
14%
Other
7%

Zendesk Talk Customer Research

How does phone support benefit your organization?

Phone support builds customer confidence in our products & services
70%
We resolve complicated customer issues over the phone
63%
Phone support results in higher customer satisfaction than other support channels
61%
Phone support differentiates us competitively
29%
We use phone support as an opportunity to sell products or services
28%
We charge extra for premium phone support
8%

Zendesk Talk Customer Research

What were your primary reasons for selecting Zendesk Talk?

It is part of Zendesk, so it fits into agent workflows
79%
It makes it easy to keep track of phone conversations
59%
It is fast and easy to setup
49%
It is easy for our agents to use and doesn’t require training
46%
It makes it possible to analyze support activity across channels
30%
It is a fraction of the cost vs. other call center systems
28%
It has all of the features we want and none that we don’t
13%



More Research on Zendesk Talk