Zendesk Talk vs. Talkdesk, Aircall, etc.
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Zendesk Talk vs. Talkdesk, Aircall, etc.
Hi everyone - I did a quick search to see if the question has come up recently but didn’t seem so: Has anyone been using Zendesk Talk vs. Talkdesk, Aircall, etc.? We’re considering it since we’re already using ZD and have issues with Aircall.
- Zendesk Wizard
Community Member A: We switched from Aircall to ZD Talk at the start of this year. I'd say it's overall an upgrade if you're using Zendesk already, but it's not terribly advanced. We're using a kind of Frankenstein Twilio/ZD Talk mashup right now that's doing a decent job
Community Member B: Hi, we were using dialpad and are migrating to Zen Talk because of many dialpad limitations. Zendesk is not as advanced as Talkdesk but TD is also way more expensive. TD is an enterprise contact center system so if your high volume, I highly recommend it. I've implemented TD before and was a a long time customer in my last role.
Community Member C: What issues do you have currently with Aircall? Zendesk Talk works well for small/midsize teams. It's defintely not more advanced compared to Aircall in terms of features at least :)
Community Member A: I actually totally disagree. Aircall’s IVR construction is very limited, their reporting has taken steps backwards, and their Zendesk integration doesn't create voice tickets which makes QA harder.
They also don't support barging, schedules, or SLAs/positive abandons (not that Zendesk does that particularly well either) without paying for advanced metrics. We also had a lot of quality and crashing problems with Aircall that have largely gone away in ZD Talk.
If you're doing outbound calls, Aircall works fine. If you're getting any real inbound volume, it struggles.
Zendesk Wizard: I agree with all the pain points above mentioned. My biggest concern with ZD Talk is that you have to buy minutes for inbound, outbound, voicemail recording, and transfers. I wonder how that compares to Aircall’s fixed price per agent/per month.
Community Member D: I’ve migrated around 80 phone lines and IVRs from Aircall to ZD Talk last year at my previous Org.
I’ve loved that there are much more customisation options around IVRs, though one of the downsides at the time was no longer being able to limit specific phone numbers to specific agents/groups.
Being native, it’s lovely to have a lot more data in reporting, as well as how easy it is to phone someone in agent workspace. With the upcoming new features for Calls in Omnichannel routing, Talk will become a lot better, too. https://support.zendesk.com/hc/en-us/community/posts/4645785494810-Coming-soon-Calls-in-omnichannel-routing?page=1#community_comment_4645786431898
Tracking tags usage in Zendesk
Hi to any ZD Explore experts,
I am wondering if there is a way to create a custom attribute to track when a specific tag was added to a ticket that can be filtered by when that tag was added.
When using Update - Date or filtering by Ticket Updated it is tracking any updates on the ticket that includes the specific tag.
We are running a competition each week to use a macro that recommends apps and we want to track the unique number of times that tag is added by an assignee each week without that data bleeding over to the next week (hope this makes sense).
- Zendesk Manager
Brandon Tidd, Lead Zendesk Architect: Hi, unfortunately you can't track tags this way but you can track custom fields which also tag tickets. So the macro could check a box on the ticket (which adds the tag). More info here: https://support.zendesk.com/hc/en-us/community/posts/4409222529690-How-do-I-report-on-a-field-value-update-
Community Member A: If you are already using tags then perhaps just using a fixed date and a dcount might be good enough. Using tickets solved date or ticket created date might work if there aren't super long gaps between the macro use and that event. If there are then it would just be counted in a later week instead.
Trouble with agents just closing the unrespnded tickets
I'm working with a client that has trouble with agents just closing our tickets that deserve a response. Any ideas on conditions of a personal view that could be set up for when a ticket is marked as solved and the requester was the last to respond?
- Zendesk Improver
Dave Dyson, Sr. Customer Service Evangelist at Zendesk: I think you could use a trigger to tag tickets when they're solved with a public comment, and then build a view for solved tickets that don't have that tag? (crafty agents could always add the tag manually or via a macro though)
Zendesk Improver: That's a good idea, we actually hid the tags section on the ticket form, thank you Dave!
Improving AnswerBot setup
Hey everyone, I turned on our Answerbot for our email requests to see what’s up.
We haven’t done any tweaking to match the logic so our content needs some refinement and we need to produce a lot more new content. Right now these are our numbers:
Suggestion rate: 93.2%
Click-through- rate: 23%
Resolution rate: 2.8%
Rejection rate 3.5%
So I wonder, which metric you would want to tackle first and if you implemented any strategy to improve some of these numbers AND had a significant success with the strategy. My goal is to spend some time to see how much effort we need to invest to utilize the full potential of the feature and what is the realistic result we can expect.
- Zendesk Administrator
Andrei Kamarouski, Zendesk Expert: The main metric is Resolution rate.The basic plan should be like this:
Analyze your true Resolution rate by understanding how many of them are real resolutions and how many are not (reopened tickets). The good level here as between 5-10%.
Also, try to understand the hidden resolutions that were not confirmed but actually provided - from Google Analytics data (if possible).
Find top 10 reasons people are submitting tickets. Ensure they are covered well. Check the really true resolutions for understanding what topics are covered well by narrowly targeted AB triggers.
Make sampling of rejected tickets to understand why they were rejected and how you could improve this (by improving content or AB setup)
Community Member B: I really like @Andrei's steps here, especially #3. I have found that creating your pareto from the Top 20% of ticket issues is a really great place to start. Some of these you probably already know from experience - I would start there. I would actually do the same for resolutions for each of those Top 20% issues. Improving your content and logic for Issues with training specific resolutions are going to be your low hanging fruit for improving your resolution rate.
