Zendesk is a powerful platform for managing customer support. But even with the best tools, keeping up with every call and message can be tough. That’s where answering services come in.

An answering service ensures your customers always get a timely response, even when your team is busy or offline. The right service can handle calls, take messages, and even resolve simple inquiries — all while keeping everything organized in Zendesk.

In this article, we’ll explore some of the best answering services for Zendesk. We’ll review their features, capabilities, and how they can help streamline your customer support.

What Is an Answering Service?

An answering service handles incoming calls and messages on behalf of your business. It ensures your customers always reach a live person or automated assistant, even when your team isn’t available. For businesses using Zendesk, an answering service can connect directly to the platform, creating a seamless way to manage and track customer interactions.

Answering services do more than just pick up the phone. They help with:

• Call answering: Responding to customer calls with a professional, friendly approach.
• Message taking: Capturing important details and sending them to the right team members.
• Appointment scheduling: Booking meetings or service calls directly into your calendar.
• Order processing: Assisting customers with placing orders or managing inquiries.
• After-hours support: Ensuring customers get help outside of regular business hours.

When integrated with Zendesk, these services turn every customer interaction into a trackable ticket. This keeps your support organized and ensures nothing falls through the cracks.

Zendesk Quick Overview

Zendesk is a cloud-based customer service solution designed to simplify and enhance customer interactions. It brings together multiple communication channels like chat, email, and ticketing into a single, easy-to-use platform. This all-in-one approach helps businesses manage support efficiently while delivering a seamless experience for customers.

Here’s a closer look at what Zendesk offers:

What it is:

• Comprehensive support platform: Zendesk combines multiple tools to manage customer inquiries from different channels in one place.
• SaaS-based solution: As a software-as-a-service platform, it’s accessible from anywhere, requiring no complex installations or hardware.
• Streamlined operations: It simplifies customer service workflows, helping teams respond faster and stay organized.

Why Use An Answering Service For Zendesk?

An answering service paired with Zendesk can transform how your business handles customer support. It keeps your team organized, your customers happy, and your response times fast. Here’s why it’s worth considering:

Never Miss a Call or Message

Customers expect quick and reliable responses. An answering service ensures every call and message is answered, even when your team is busy or off the clock. This keeps your business available 24/7 without overwhelming your staff.

Streamline Customer Communication

When an answering service integrates with Zendesk, every interaction becomes a trackable support ticket. Calls, voicemails, and messages are logged in one place, keeping your customer service organized and easy to manage.

Boost Efficiency and Free Up Your Team

Answering routine questions and managing simple requests can take up a lot of time. An answering service handles those basic tasks, allowing your team to focus on more complex issues and higher-priority work.

Improve Customer Experience

Quick, professional responses leave a strong impression. An answering service ensures every customer gets a friendly, helpful interaction — no long hold times or missed calls. Happy customers lead to better reviews and stronger loyalty.

Scale Without the Extra Overhead

As your business grows, so do customer inquiries. Instead of hiring more in-house staff, an answering service lets you handle higher volumes without the added cost of salaries and training. It’s a flexible, cost-effective solution.

Using an answering service with Zendesk simplifies support, improves response times, and keeps your customers satisfied. It’s a smart way to manage communication without sacrificing quality.

How to Choose the Best Answering Service For Zendesk

Picking the right answering service for Zendesk isn’t just about answering calls — it’s about finding a solution that fits your business’s needs and enhances your customer support. Here’s what to consider when making your choice:

Ensure Seamless Zendesk Integration

The answering service should connect easily with Zendesk, automatically turning calls, messages, and voicemails into support tickets. This keeps everything organized and accessible in one place without the need for manual entry.

Look for Customization Options

Every business has its own style and tone. Choose a service that lets you personalize greetings, scripts, and responses so customer interactions reflect your brand’s voice. Bonus points if you can tailor messages based on business hours or special circumstances.

Check for Multi-Channel Support

Your customers reach out through more than just phone calls — think text messages, emails, and chat. A good answering service should handle multiple communication channels while syncing everything with Zendesk.

Prioritize 24/7 Availability

Customer inquiries don’t always happen during business hours. An answering service that provides round-the-clock support ensures your customers always get a timely response, improving satisfaction and trust.

Evaluate Call Management Features

Beyond answering calls, the service should offer features like message-taking, appointment scheduling, and order processing. The more tasks it can handle, the more efficient your customer service becomes.

Consider Scalability and Flexibility

As your business grows, your customer support needs will evolve. Choose a service that can scale with you — one that can handle increased call volumes and offer advanced features without requiring a complete overhaul.

Review Reporting and Insights

Data-driven decisions lead to better service. An answering service with call analysis and reporting capabilities helps you track performance, identify trends, and continuously improve customer interactions.

Taking the time to choose the right answering service for Zendesk ensures smoother communication, happier customers, and a more efficient support team.

Our Picks For the Best Answering Service For Zendesk

GoodCall - Best Overall

Goodcall stands out as a top-tier AI-powered answering service for Zendesk. It simplifies business communication by automating customer interactions through advanced voice AI and smart automation. This platform is built to handle routine calls, provide instant responses, and keep customer engagement consistent. With customizable features and seamless integration, Goodcall makes managing inquiries smooth and efficient.

Key Features

• Personalized AI Agents: Choose from various AI personas like Rosie, Alex, and Bella to match your brand’s tone.
• Flexible Greeting Options: Adjust greetings based on business hours and share key information without hassle.
• SMS Link Sharing: Send links via text to direct customers to your website quickly and easily.
• Message and Appointment Management: Take messages, schedule calls, and manage orders following set protocols.
• Easy Integration: Connect with tools like Microsoft Teams, Genesys, and HubSpot for a unified workflow.
• Smart Learning from Calls: Uses call recordings to refine AI responses and improve future conversations.

Pros and Cons

Pros:

• Highly customizable AI agents
• Strong integration capabilities
• Streamlined message handling and scheduling

Cons:

• Pricing may vary based on business needs
• Advanced features might require setup time

Pricing

Goodcall offers tailored pricing based on your business size and integration complexity. You can find more details on their pricing page.

Embrace.ai - Best for AI-Powered Support

Embrace.ai uses advanced AI to streamline customer support directly within the tools your team already knows. It boosts efficiency by managing automated conversations across multiple channels and providing real-time insights. With its ability to track customer sentiment and identify trending topics, Embrace.ai helps businesses respond faster and smarter. Its instant knowledge base creation keeps your team well-equipped with up-to-date information.

Key Features

• Seamless Integration: Works smoothly within your team’s existing platforms.
• Smart AI Conversations: Automates customer interactions across different channels.
• Real-Time Analytics: Monitors customer sentiment and highlights common topics.
• Instant Knowledge Bases: Builds and updates information resources on the fly.

Pros and Cons

Pros:

• Advanced AI for faster, automated responses
• Valuable insights into customer needs and behavior
• Quick and simple knowledge base creation

Cons:

• May need some training to maximize capabilities
• Customization might require extra effort

Pricing

Embrace.ai offers flexible pricing based on your business requirements. Contact their sales team for a custom quote.

AnswerConnect - Best for 24/7 Live Support

AnswerConnect provides round-the-clock live answering services, making sure no customer call goes unanswered. Their team of real, US-based agents handles calls, messages, and appointment scheduling with a professional touch. By integrating smoothly with Zendesk, AnswerConnect keeps your support organized and responsive. This service is ideal for businesses that want a human touch alongside their digital tools.

Key Features

• 24/7 Live Agents: Always-available support from trained professionals.
• Message and Call Management: Captures messages and routes calls efficiently.
• Appointment Scheduling: Helps manage bookings and calendars directly through calls.
• Zendesk Integration: Syncs with your support platform for streamlined operations.

Pros and Cons

Pros:

• Reliable, round-the-clock service
• Human interaction for a personal touch
• Professional call handling and scheduling

Cons:

• Costs may add up with higher call volumes
• Limited automation compared to AI-driven options

Pricing

AnswerConnect offers tiered pricing based on call volume and service requirements. Contact them for a custom quote.

Dialpad - Best for Seamless Voice Integration

Dialpad delivers a powerful voice communication solution that works directly within Zendesk. It enables high-definition in-app calling and automatically converts calls into support tickets, ensuring every interaction is captured. This integration keeps all data synchronized, offering a unified view of customer communications. Ideal for teams needing robust and reliable voice support, Dialpad helps streamline your workflow and maintain excellent call quality.

Key Features

• In-App Calling: Enjoy crystal-clear HD voice calls directly within Zendesk.
• Automatic Ticketing: Calls are instantly logged as support tickets for efficient follow-up.
• Unified Data Sync: Ensures all customer interactions are updated and accessible across devices.
• Multi-Platform Accessibility: Work seamlessly from any device, enhancing team collaboration.

Pros and Cons

Pros:

• Smooth, integrated voice communication within Zendesk
• High-quality, reliable call performance
• Centralized management of customer interactions

Cons:

• Technical setup may require additional support
• Advanced functionalities might lead to higher costs

Pricing

Dialpad offers flexible pricing based on usage and feature requirements. For detailed pricing information, reach out to their sales team or visit their website.

How Goodcall Enhances Zendesk’s Efficiency

When it comes to managing customer service, high call volumes can lead to long wait times and disrupt the quality of support. That’s where Goodcall steps in — bringing AI-powered efficiency to Zendesk’s suite of tools. By handling common inquiries like billing, service activations, and troubleshooting, Goodcall keeps things running smoothly and reduces the pressure on live agents.

Goodcall stands out because of its secure and scalable technology, seamlessly integrating with telecom CRM systems. The result? Faster response times, lower support costs, and happier customers. Let’s take a closer look at how Goodcall improves Zendesk’s key products:

How Goodcall Enhances Zendesk Support

Goodcall automates responses to common issues, reducing the number of tickets agents need to handle manually. It provides instant answers, categorizes tickets, and escalates complex issues only when necessary — keeping the workflow organized and efficient.

How Goodcall Works with Zendesk Chat

With Goodcall’s AI, chat support becomes faster and more effective. It manages routine inquiries in real-time, offering customers quick and accurate solutions without waiting for a live agent.

How Goodcall Improves Zendesk Talk

High call volumes? No problem. Goodcall’s AI agents manage calls by answering frequently asked questions, scheduling appointments, and directing more complex issues to human agents when needed. This reduces wait times and keeps phone support efficient.

How Goodcall Supports Zendesk Guide

Goodcall contributes to building a more dynamic and helpful knowledge base by identifying recurring customer questions and gaps in existing resources. This helps businesses maintain an up-to-date self-service portal.

How Goodcall Complements Zendesk Explore

Goodcall’s advanced call analysis and insights complement Zendesk Explore’s analytics. By capturing detailed interaction data, Goodcall helps businesses spot trends and refine their customer service strategy.

Goodcall’s AI-driven capabilities enhance Zendesk by making support faster, smarter, and more cost-effective. If you’re ready to improve efficiency and customer satisfaction, integrating Goodcall with Zendesk is a smart move.

FAQs

1. How do AI-powered answering services integrate with Zendesk?

AI-driven services like Goodcall connect directly to Zendesk through APIs, enabling smooth data flow between platforms. This ensures customer information, ticket updates, and call records sync automatically, reducing manual work for your team.

2. Can Goodcall handle multilingual customer support?

Yes, Goodcall supports multiple languages, making it easier for businesses to serve a global customer base without hiring multilingual agents.

3. Is there a learning curve when using AI answering services with Zendesk?

While Goodcall is designed to be user-friendly, some training may be needed to customize AI responses and workflows. However, most businesses find the setup quick and the long-term time savings well worth it.

4. How secure is customer data when using Goodcall with Zendesk?

Goodcall follows strict data protection protocols, including encryption and compliance with GDPR and other privacy standards. This ensures sensitive customer information remains safe.

5. Can Goodcall manage after-hours customer support?

Absolutely. Goodcall’s AI agents are available 24/7, handling inquiries, taking messages, and scheduling follow-ups even when live agents are offline. This keeps your support system responsive at all times.

Wrap-Up!

In the fast-paced world of customer support, integrating an answering service with Zendesk can transform how you handle inquiries. Each option we explored offers unique benefits, from seamless voice integration with Dialpad to AI-powered insights with Embrace.ai.

If you’re looking for a solution that combines innovation with efficiency, Goodcall stands out as a leader in AI-driven communication. Enhance your customer service experience and empower your team to deliver exceptional support. Ready to elevate your support strategy? Connect with Goodcall today and start transforming your customer interactions.