Talkdesk vs Zendesk
Last updated: March 05, 2020
World’s Leading Browser-based Call Center Software. Create a Call Center in 5 Minutes. One-click integrations with Salesforce, Zendesk, Desk.com and many others. No phones, hardware, downloads or coding required.
Zendesk is web-based help desk software with an elegant support ticket system & a self-service customer support platform. Agile, smart and convenient.
Talkdesk vs Zendesk in our news:
2020 - Zendesk’s latest tools designed to give fuller view of the customer
Two years ago Zendesk, which is widely known for its help desk software, made the move to CRM when it acquired Base. A little later that year, it announced the Sunshine platform, which customers could use to build applications on top of the Zendesk platform. It has been working to integrate the CRM tool more broadly into the platform, and today’s announcement is about giving Zendesk users a broader view of its customers. Zendesk has a great amount of data at its disposal about the customer’s likes and dislikes based on interactions with the help desk side of the house.
2018 - Zendesk launched customer service app builder
Zendesk announced Zendesk Sunshine, a new platform for creating customer-focused applications on top of Zendesk’s toolset. Companies can build apps on top of Sunshine, typically customer experience or customer relationship apps, and they will be hosted natively on AWS and have access to all the AWS services. And all of the applications rely on the Sunshine platform for information sharing. This approach is aimed at helping Zendesk customers build applications to take advantage of the data they are collecting inside of Zendesk as a natural byproduct of doing work with the service, but over time independent developers could begin working on the platform too.
2018 - Talkdesk nabs $100M for its smart call centers
Talkdesk, the provider of cloud-based contact center software, has raised $100 million in new funding. The round values the company at north of $1 billion. The company, which uses artificial intelligence and machine learning to improve customer service, targets mid-market and enterprise businesses, counting IBM, Dropbox, Stitch Fix and Farfetch as customers. With Talkdesk companies with millions customers can allow each customer to connect with a company in the best way possible. Having received a call customer service agent can see what products the cutomer bought, what her tastes are, what she has complained about before.
2018 - Zendesk launched enterprise content management platform
Zendesk announced a new enterprise content management product specifically geared for large customer service organizations. It’s called Guide Enterprise and it’s designed to provide those larger customer service organizations with a knowledge base and a content management platform for editorial planning and review. The idea is to empower customer service reps to write up solutions to problems they encounter and build up that knowledge base as part of the natural act of doing their jobs. The reps can find their fellow employees’ notes and not have to reinvent the wheel every time, and the notes and articles they write can pass through editorial review and become part of the permanent knowledge base. When customers hit the site or app, they can access solutions to common problems before having to talk to a human. The platform also includes reminders to check the content regularly so the knowledge base stays fresh and stale content is removed. So we may assume that Zendesk now has better enterprise offering if compared vs Autotask
2016 - Zendesk expands beyond the help desk to take on OTRS
Customer service app Zendesk unveiled a new product Zendesk Explore that provides analytics to measure and understand the entire customer experience. With Zendesk Explore, you get instant access to the customer analytics that matter—and the deeper understanding of your customers and business that comes with it. It's taking data from Zendesk’s myriad tools or third-party systems like customer data in Salesforce, buying history in Shopify or web analytics from Google Analytics and pulling it all together into one central place. It can deliver this information, regardless of role to get a much fuller view of the customer than you can get with bits of information trapped inside application silos.
2016 - Zendesk introduced Zendesk Message
Zendesk, the leading customer support software, adds the new feature - Message - the messaging product that helps businesses engage customers on their favorite messaging platforms. The first of these messaging platforms is Facebook Messenger. Zendesk Message is easy to use and designed specifically for messaging. Since messaging interactions tend to occur in short bursts, we made it easy for agents to move quickly from one conversation to the next, while keeping it easy to assign, own, and resolve conversations. Agents will be able to easily reference important events in a long conversation stream with features like timeline.
2015 - Zendesk acquired Business Intelligence service BIME Analytics. Salesforce Service Cloud is in panic
Customer support giant Zendesk has acquired BIME Analytics for $45 million. BIME Analytics is a business intelligence startup with a software-as-a-service approach. It turns data from many different sources into trends and insights. The startup provides dozens of data connectors in order to aggregate data from multiple sources — Bigquery, CSV, Excel, Intercom, Google Analytics, Salesforce and more. You can name a data point for business intelligence purposes, and chances are BIME already supports it. Then you can create interactive dashboards, advanced visualizations or exploit the results using SQL queries. Everything is fast and distributed, you won’t have to manage servers to do these data manipulations.
2015 - Call Center software for SMBs Talkdesk raised $15 million
Talkdesk, which creates software that helps companies create virtual call centers has raised $15 million. Companies use Talkdesk to create centers where customers can call into in order for assistance and feedback. Those calls are connected to internal company databases like Salesforce and Zendesk, which bring up all the relevant information about a caller in order to help a customer service representative better resolve the issue or route that customer to the best person. For example, when someone calls customer service and the call is routed through Talkdesk, the software automatically puts information about the caller in front of the customer service representative. Examples of that would be order details, how much that person usually spends, their name, or other bits of information that are useful to representatives that help them more quickly resolve an issue.
2014 - New Zendesk Voice raises the bar for phone support to take on ServiceNow
Helpdesk service Zendesk updated its phone support feature Zendesk Voice. The new version, built upon the Twilio platform, is now available in 39 countries. Leveraging Twilio’s global network of data centers, calls are delivered quickly and clearly. You can launch a call center in minutes by using built-in functionality that allows agents to make and receive calls from within the browser, or forward calls to another line. By bringing customer information, contact history and internal knowledge bases right into the agent desktop, providing phone support has never been easier.
2014 - Zendesk adds business intelligence tool. should better react
Cloud-based customer service app Zendesk has released a new feature called Zendesk Insights that purports to give companies a deeper understanding of their customer interactions, using data culled from simply working with the Zendesk service. This new tool gives access to pre-built dashboards that provide insights based on their industry, so, for example, if your industry average customer satisfaction score is 85 and yours is 80, you need to work on improving that. According to Sam Boonin, who is VP of products at Zendesk, this as a differentiator from competitors, whom he claimed only provide operational reporting, whereas Insights provides operational and behavioral data, thereby giving Zendesk an advantage.