Great experience!
Updated July 18, 2023
Great experience!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Talkdesk
All the associates and managers at the operations team use Talkdesk daily for their phone calls and voice mail needs. The biggest help Talkdesk brings to the company is the assistance of having a phone call and voice mail system. Talkdesk is very important for immediate access to us from our customers. They are able to call us, leave us a voicemail, and get information from the recordings just by giving us a call. We are also able to organize voicemails, by reassigning them and using the transcription feature to add information on our clients to our CRM.
- User friendly
- Great support
- Communication
- Voicemail management
- Agent status
- Call flow
- Frequent bugs
- Easier access to the 'recent activity' when on a call with a customer
- Be able to change your future status, while still on a call, like it was possible before
- Editable 'home' page
- Sending user to offline or another status randomly
- Less phone delay
- Increased service level
- Assisted with working from home
- Improved CRM system
- Decreased negative reviews
- Assisted with language distribution of inquiries
- Easier call transfers
Anytime I contacted Talkdesk via phone or email, the response for service has been exceptional. Sometimes my question was able to be answered in one email or call, but the times where it wasn't, I was quickly able to jump in a Zoom call with one of the tech associates, and they walked me through the solution to the problem.
I was not part of the decision making of selecting Talkdesk, but I can say that it is a better service because it covers a lot more needs than the previous one. While Talkdesk works as a flow in its base, the previous software did not and it felt more individual.
Do you think Talkdesk delivers good value for the price?
Yes
Are you happy with Talkdesk's feature set?
Yes
Did Talkdesk live up to sales and marketing promises?
Yes
Did implementation of Talkdesk go as expected?
Yes
Would you buy Talkdesk again?
Yes
Talkdesk Feature Ratings
Using Talkdesk
100 - Talkdesk plays a crucial role in the daily activities of operations teams. It serves as a comprehensive tool that enables efficient and effective communication between customers and us. It offers various essential features that aid in streamlining operations team activities. Firstly, it provides automated call distribution (ACD), which helps direct incoming calls to the most appropriate agent based on predefined rules or criteria. This feature ensures that each customer query is routed to the right person, improving response time and overall customer satisfaction.Additionally, it offers interactive voice response (IVR) capabilities. It allows customers to navigate through menus using their telephone keypad or voice commands before reaching an agent. This self-service option reduces wait times by addressing simple inquiries without requiring human assistance.Moreover, talkdesk often integrates with customer relationship management (CRM) systems, enabling agents to access relevant customer information during interactions.
4 - The enhanced communication through talkdesk contributes to better internal collaboration among team members. It also facilitates efficient data management by capturing important metrics such as average handling time. These analytics allow managers to identify areas for improvement while monitoring performance indicators critical to achieving operational goals. The skills needed are mostly critical thinking, fast action and collaboration.
- Inbound call from customers
- Outbound call from customers
- Data collection for management
- Managing agents
- To create scorecards
- Assign calls in the language agents speak
- After call notes
- Survey from customers
- Route calls better to the correct department
- Real time data