Zendesk Talk Review 2024: Pricing, Pros & Cons

Zendesk Talk is an all-in-one cloud-based platform to manage customer communication. The platform enables you to make and receive customer calls through the web or the phone, while seamlessly integrating with your online customer experience. Zendesk’s analytics allow you to measure your phone support performance.

Zendesk is used by over 169,000 companies in more than 160 countries.

Four different subscription tiers are available, with the highest offering interactive voice response (IVR), a feature that automates responses over the phone based on what a customer says.

Here is how the monthly fees for Zendesk Talk break down based on the subscription tier:

Plan	Suite Team	Suite Growth	Suite Professional	Suite Enterprise
Cost	$55 per month per agent, paid annually	$89 per month per agent, paid annually	$115 per month per agent, paid annually	Custom priced
Ticketing system	Yes	Yes	Yes	Yes
Data storage	50 MB/agent	100 MB/agent	100 MB/agent	200 MB/agent
Interactive voice response (IVR)	No	No	Yes	Yes
Branding for web conversations	No	No	No	Yes

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The initial subscription tier, Suite Team, provides the basic features for customer service over the phone. This tier offers a ticketing system that will allow you to keep track of customer calls and inquiries, the ability to communicate with customers across the web, more than 1,000 apps and integrations, mobile and social channels and the ability to provide customers with up to 50 AI-powered automated answers.

The Suite Team also comes with data and file storage, along with reporting and analytics. This is all under one unified agent workspace, which makes it easy to keep track of all customer communication in one place. Clients also receive online support from the Zendesk team and guidance during the onboarding process.

The Suite Growth subscription tier offers slightly more features. The apps and integrations are customizable with this plan as are the ticket layouts, which can be helpful for streaming workflow and organizing information according to your specific clients’ needs. You’ll also receive support and content in multiple languages along with more data and file storage.

The biggest distinction with the Suite Professional plan, which is the most popular, is that it comes with interactive voice response (IVR), a feature that automates responses over the phone based on what a customer says. This means you’ll be able to direct customers to the right agent and help them more quickly and efficiently. IVR is a common feature for call center software but often is offered only at the higher tiers.

It also comes with integrated community forums, where customers can ask questions and have conversations about your business and with each other. Customers can also request a callback, which is helpful when there are long waiting times. This tier is also HIPAA compliant.

Finally, the Suite Enterprise plan is meant for enterprise companies and comes with advanced capabilities for knowledge management, branding for web conversations and more.

Zendesk offers six free months of its service to up to 50 agents for qualifying early-stage startups. You can learn more about how to apply here.

The fact that Zendesk Talk is part of the Zendesk Suite makes it easy to manage multiple aspects of your business’s customer service all in one place.

Zendesk integrates with over 1,000 apps including JIRA, monday.com and Mailchimp Activity, which enables you to send email campaigns directly from your Zendesk using Mailchimp.

Zendesk Talk charges $59 per agent per month ($49 paid annually), which is higher than other call center software on the market. For other options, read our guide to the best call center software in 2024.

Zendesk also does not offer unlimited international calling, which is useful if your customer base is located outside of the U.S.

	Zendesk Talk	RingCentral Contact Center	Channels
Monthly Pricing	$55 to $115 per agent	$150 to $170 per user (plus setup fee)	Free for up to 250 web calls or $24 per month for up to 5,000 web calls
Free Trial	30 days	Yes, 50 minutes free (domestic calls only)	Free forever plan. 7 day trial for paid version
AI Assistance	Yes	Yes	No
Call Recording	Yes	Yes	Yes
Ticket Management	Yes	Yes	No
In-queue callback feature	Available for Suite Professional and up	Yes	No
International numbers	No	Yes	Yes, for paid plan

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Call center software can take time to set up and learn how to navigate, so it’s good to research beforehand and choose the company that best suits your needs. We’ve compared Zendesk Talk and some of its main features with its competitors to assist your search.

Channels offers the most competitive price, at up to $62 per month, paid annually. There’s also a free version for three users and up to 250 web calls per month. Zendesk Talk is slightly more expensive, at $59 to $199 per agent and RingCentral Contact Center is most expensive, at $150 to $170 per user (plus setup fee).

However, even though Channels is significantly cheaper, it is best suited for outbound calls and the platform’s limited features may not be suitable for your business. For example, Channels does not offer AI assistance or ticket management, which Zendesk Talk and RingCentral both do. If your business requires an international number, RingCentral Contact Center and Channels’ paid plans will be your best options.

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Zendesk Talk is a great option if you’re looking for a call center software that will enable you to easily integrate customer communications on several channels, including phone, email, chat, text and social media.