Likelihood to Recommend Despite the cost, the ease with which you are able to navigate the system is actually tedious. We have to have specialists in the business to aid in getting some of the reports and making changes to the system. Calls are delayed between us and customers as there is no tower on our continent for the system.
Read full review I think Twilio has a very powerful set of tools that can be beneficial for almost any business, but it is on the more expensive side (and for good reason) so I wouldn’t recommend it to very small businesses or anyone wanting a cheaper solution. But for medium to large orgs, there are a plethora of ways to gain value from these products. I’ve only used Twilio with my current client, but I will be recommending Twilio Segment to future clients for capturing and processing customer data and building marketable audiences. One use case is using Twilio Segment as a way to manage marketing opt-ins and compliance, I have used Functions to capture opt-out data from events and send that info to One Trust and other systems, for example. Another use case is mass texts such as surveys; or customer support using Twilio Flex (especially with the new AI context features coming out). It would not be appropriate for a business who does not have a large spend for marketing, or maybe a B2B who doesn’t address the individual customers directly.
Read full review Pros We were able to replace on-premise solution with Talkdesk Cloud solution within project timelines We were able to migrate region by region while keeping our existing IVR numbers to minimize the impact on customer. We were able to integrate Talkdesk with our cloud CRM, AWS storage and reporting applications The IVR flow changes are easier to understand and manage and to onboard any new team members to support the agents Read full review Easy to see my team in one place, when they log in and out and what call status they are in. Twilio is a simple, user friendly way to log in and out of work activities. Excellent services and support. The omnichannel feature which allows agents to get request from all channels. Read full review Cons From experience, customer service is terrible, we've had 5 account executives over 18 months, extremely difficult to get timely answers to pressing issues. Integration with other tools, such as ServiceNow, is not truly integration (in my opinion). There was a marked difference between what the salesperson communicated during the evaluation period and what we actually got once we purchased and implemented the product. We continue to have stability issues which force our agents to restart the Talkdesk client. I frequently receive vague error messages ('something went wrong') that can be frustrating as there's no actual detail to what happened. To be fair, it has improved since we implemented the tool, but if you were to ask our agents what frustrated them, Talkdesk would be at the top of their list. Being a multi-channel platform was one of the things that drew us to Talkdesk; however, the chat channel lags way behind voice in customization and reporting. Lack of training resources. The 'Talkdesk Academy' is often very out-of-date. Would be nice to have actual webinars or online training (even paid training) for various functions of the tool like reporting, WFM, IVR, etc. Read full review In my opinion, online support is extremely subpar for clients. In my experience, no way to talk with anyone without a $1,500 investment monthly in their service. In my experience, be prepared to wait at least 2-4 days to receive even one response from their support. Read full review Likelihood to Renew Renewing the use of talkdesk is a cost-effective solution for our company. By continuing to use it, we can leverage potential cost savings and efficiencies. For instance, talkdesk may have features that automate certain processes or enable better resource allocation, resulting in reduced operational costs. Secondly, renewing the contract contributes to enhanced customer service. Talkdesk likely offers specific functionalities that improve customer satisfaction and support. This could include features such as intelligent routing or real-time analytics that help agents provide personalized assistance and resolve issues more effectively. Thirdly, renewing the contract ensures seamless integration and compatibility with other systems or technologies used in our company. Having a unified system across different departments or functions enhances efficiency and reduces potential disruptions caused by incompatible systems. Moreover, there may be benefits gained from data sharing or streamlined workflows enabled by an integrated platform.
Read full review We have standardized our processes surrounding Twilio. The entire process just works! There is no significant gap that we need to fill. Instead of thinking about Twilio's replacement, we'd rather focus on our customers with Twilio. It meets all our uses-cases currently. We haven't even explored the entire suite of applications to determine what other use cases we may potentially use.
Read full review Usability Talkdesk so far has lived up to its mission grants us a platform to use and engage with our population. They are able to reach us consistently and as they need with very few interruptions in services which for a tech company is not an easy thing to achieve. The platform is very simple to use and understand
Read full review Overall the product API is extremely well documented so it is very easy to build a product with their technology. The website is a little bit cumbersome to use as they have greatly expanded the number of products that they have over the years, but the dashboard UI has not been improved much since.
Read full review Reliability and Availability I have never had a problem making a phone call or an issue getting a line out. More times than not it is the customer that will have a bad connection or have a lot of noise on their end. I have had experience w/ dropped calls, but never not being able to access a line
Read full review Performance We have never had a Talkdesk performance issue. As long as you follow the system requirements, which are MINIMAL, neither will you.
Ken Cohen SVP, Business Development and Consumer Sales
Read full review The problem tends to be us, the user, rather than Twilio. We don't reach out to support fast enough (spend time struggling), but when we have, they've solved our issue immediately. We are rural, so there are signal issues to accommodate, however, we find that a few staff on a few cellular networks can triangulate where we all have signal to put up a sign.
Read full review Support Rating If Talkdesk had a dedicated phone support line I would have given this rating an overall 10. Their knowledge base is absolutely HUGE and at times very helpful. It's easy to search through and their customer support chat system works perfectly fine, but there are just some times that you need to speak to a human on the phone to ensure you are always on the same page.
Read full review I've never had to contact Authy's support. Of course, that's because Authy is so simple and easy to use that there hasn't been any need to. Authy correctly implements the time-based one-time password (TOTP) protocol, and becomes it conforms to the standard, it easily replaces
Google Authenticator for your needs.
Read full review In-Person Training I was shown how to use Talkdesk and was happy with it. I learned all I needed.
Read full review Online Training Training was simple as the app is easy to use. The phone has gone through upgrades since but it's very adaptive and doesn't require a complete session. There are articles available for self help in case something is forgotten. There are a lot of functions to talkdesk and we have not used all of them
Read full review Implementation Rating Really easy to get set up out of the box. Anything I needed to understand further, I was able to just hop into the Academy and self-teach. I could then bring my team-members to those same sections so they could learn as well without me having to put together complicated SOP's / etc
Read full review The developer APIs and SDKs are super easy to follow.
Read full review Alternatives Considered We were unable to easily access call metrics using WM. Since the switch to Talkdesk, we have not had to struggle with our reporting at all. All the information we need is readily available and can be exported. We are also able to modify the metrics that we need and have them compiled in different ways. The information on Talkdesk is modifiable and makes it easy for us to get the numbers that we need at the end of the day.
Read full review Twilio was referred to me by a business colleague, and I can't be more thankful! Twilio has helped my Facebook page by leaps and bounds, and I haven't even considered trying another chat option for my page. It is easy to set up, and customer service is quick to answer any and all questions you may have. I highly recommend it!
Read full review Contract Terms and Pricing Model Being in South Africa, direct local currency support would be nice
Read full review Scalability We have over 200 employees in 11 states across the United States. Everyone uses Talkdesk. I believe that says a lot about the product and its flexibility. We need to be able to rely on system in order to assist our customers. Reliability and sustainability is important to our success
Read full review Return on Investment Decreased average response time on emails - due to proper forecasting by our team but of course by usage of data received from this tool. Increase in quality audit scores through weekly reviews by this tool. Employee morale and company survey as agents are not stressing with the easy use of this tool. Reduced average handle time to ensure first response is addressed or first rings are addressed immediately. Read full review Adding in phone numbers onto our onboarding sequence has increased our user activity by about 30%. We believe due to the users being more invested in the application now. On top of that, our first SMS has increased our week 1 retention by about 15%. Pushing users to go on the app more than 2-3 times has been a struggle and SMS seems to be a solid driver in retention. Read full review ScreenShots