Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.
$25
per month
Talkdesk
Score8.2 out of 10
N/A
Talkdesk® helps organizations operate a human-AI hybrid workforce with enterprise CCaaS and Customer Experience Automation (CXA). Both support omnichannel engagement across voice and digital channels. CCaaS provides routing, workforce engagement, agent guidance, collaboration, and analytics for human teams. CXA enables organizations to build and manage agentic AI agents using natural language and orchestrates work across AI agents, people, data, and enterprise systems. CXA can also work with an…
$85
per month per user
Twilio
Score7.7 out of 10
N/A
Twilio offers a CPaaS and CCaaS solution, with the combination of its programmable Voice, Video, and Messaging APIs, as well as the Twilio Flex cloud contact center. Additional capabilities include Twilio's Elastic SIP Trunking, as well as API for WhatsApp.
$0
per min per participant
Pricing
Salesforce Agentforce Service
Talkdesk
Twilio
Editions & Modules
Starter Suite
$25
per month
Pro Suite
$100
per month per user
Enterprise
$165
per month per user
Unlimited
$330
per month per user
Agentforce 1
$550
per month per user
Digital Essentials
$85
per month per user
Voice Essentials
$105
per month per user
Elite
$165
per month per user
Elite
$165
per month per user
Industry Experience Clouds
$225
per month per user
Programmable Video
$0.0015
per min per participant
WhatsApp Business API
$0.0042
Per WhatsApp Template message sent
WhatsApp Business API
$0.005
Per WhatsApp session message
Elastic SIP Trunking
$0.007
Per min for termination
Programmable Messaging
$0.0075
per message sent or received
Programmable Voice
$0.0085
per minute to receive a call
Programmable Voice
$0.013
per min to make a call
Elastic SIP Trunking
$0.045
Per min for origination
Twilio Conversations
$0.05
per active user per month
Twilio Authy
$0.09
per authentication
Programmable Wireless
$0.1
per MB
Twilio Flex (Contact Center)
$1
per active user hour (5000 hours free)
Programmable Wireless
$2.00
per SIM card
Twilio SendGrid Email API
$14.95
per month up to 100k emails. (Up to 40k emails free for 30 days)
Twilio SendGrid Marketing Campaigns
$15
per month for 5,000 contacts and 15,000 emails. Your first 2,000 contacts are free
Twilio Flex (Contact Center)
$150
per named user per month (5000 hours free)
Offerings
Pricing Offerings
Salesforce Agentforce Service
Talkdesk
Twilio
Free Trial
Yes
Yes
Yes
Free/Freemium Version
Yes
No
No
Premium Consulting/Integration Services
No
Yes
Yes
Entry-level Setup Fee
No setup fee
Optional
Optional
Additional Details
—
*Talkdesk also offers per hour login consumption pricing and concurrent pricing. Prices are based on a minimum 3 year commitment to these Editions. Additional telco and usage fees not included. Due to foreign exchange rate approximation, list price is not the exact price that will be quoted.
1. Pay-as-you-go pricing: Simple usage-based pricing without contracts.
2. Volume discounts: Discounts trigger as usage grows.
3. Free trial credit that includes full API access.
Senior Plus Student Advisor B2B in Customer Service at EF Education First (Education Management, 10,001+ employees)
Chose Salesforce Agentforce Service
I used other products in another company as a database and can say that Salesforce Service Cloud is much more user friendly for customer service needs and makes work faster to process than the named program before. Integration between departments is more clear and simple to …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Salesforce Agentforce Service
Salesforce provides infinitely more features than Freshdesk, particularly regarding reporting. We previously felt we had squeezed as much as we could out of Freshdesk, however the possible functionalities and customisation of Salesforce seems endless! That said, I think if you …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Genesys Solutions Architect in Information Technology at HCL Technologies (Medical Devices, 10,001+ employees)
Chose Salesforce Agentforce Service
A CRM should be simple to set up and stable enough to develop with your business. Since they aren't designed to fit across all areas of your business or address more nuanced business needs, some CRM solutions that claim to be easy can actually trigger problems as you scale. …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Salesforce Agentforce Service
They were similar, but I liked the setup of Salesforce Service Cloud. I also used Infusionsoft for a small business and used Salesforce at a large tech startup, so it’s hard to compare.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Salesforce Agentforce Service
Salesforce Service Cloud has a solid reputation and brand recognition. The interface is user friendly enough to be utilized across an entire company with varying employee tech exposure. Service Cloud was selected due to the integration options with other software companies and …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Salesforce Agentforce Service
We moved from Help Scout to Service Cloud for robust reporting and more automation. Previously we were having to manually fill in multiple custom fields in Help Scout in order to report on certain things such as tickets submitted by particular accounts.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Salesforce Agentforce Service
We chose Salesforce Service Cloud because we were already using Sales Cloud.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Talkdesk
Verified User
Chose Talkdesk
The Service UpTime exceeding acceptable Industry Standards The cost for the services provided is accurate The speed of resolution of outages and degradation issues
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Talkdesk
Talkdesk product is still one of the best. BUt their service is horrible.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Verified User
Chose Talkdesk
We switched to Talkdesk because Dialpad could not handle the scale of our company. We were most impressed with Talkdesk compared to other companies because of how modern their product line was, how quickly they iterate on products, and because they had the best API on the market.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Verified User
Chose Talkdesk
Talkdesk is far superior when it comes to the interface for every day users and managers. Better analytics and integration with other software we use. ShoreTel was unreliable for call recordings. Talkdesk reporting is easy to understand and set up for managers and admins. …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Senior Technology Manager in Customer Service at Workfront (Computer Software, 501-1000 employees)
Chose Talkdesk
Talkdesk was a lot cheaper than all of the alternatives and the level of features that they provided combined with the time it would take to go live made it an easy choice to choose Talkdesk over the heavier competitors.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Salesforce Product Manager in Information Technology at Doctolib (Internet, 501-1000 employees)
Chose Talkdesk
Talkdesk had better specifications and professional sales reps. Talkdesk furnished us the best RFQ of all competitors. They answered with a lot of detail quickly and efficiently. They also have the best Salesforce integration on the market, which was very important for our …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Manager, Customer Experience in Customer Service at INDOCHINO (Apparel & Fashion, 501-1000 employees)
Chose Talkdesk
Customer Support and Quality! the providers mentioned above always had issues when customers networks were flawless, their support would often blame the ISP provider when we would have fiber networks connected to the company and verified network uptime would surpass any VoIP …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Talkdesk
We selected Talkdesk because of the reliability and support offered by the team.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Service Desk Manager in Customer Service at PowerDMS (Computer Software, 51-200 employees)
Chose Talkdesk
All of our current products assist in the support experience alongside Talkdesk. Our prior vendor, Natterbox, was not fit for our growing needs. It did not have the reporting and analytics needed to sustain growing inbound calls and support team.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Talkdesk
We evaluated Ring Central at the same time we evaluated Talkdesk. The Ring Central product looks like a good product but ultimately we chose to go with Talkdesk because of the attention we got from Talkdesk during the sales cycle. Talkdesk was very responsive to our questions. …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Talkdesk
TalkDesk is the only software in this category that I have used.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Support Operations Manager in Customer Service at SpotHero (Consumer Services, 201-500 employees)
Chose Talkdesk
Talkdesk is more customizable and all around better than Zendesk voice. For me Zendesk voice is an early choice great for small call centers, but then they need to quickly consider a more robust solution.
Talkdesk is significantly better than Five9. For being called Five9, they …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Senior developer in Engineering at Fastcall (Computer Software, 1-10 employees)
Chose Twilio
We have looked at some of Twilio competitors, like Infobip, Sich and Bandwith. Prices on all of them for voice minutes and SMS are way cheaper than Twilio. But none of them seem to offer as many features and ease of use as Twilio. Specially from an API point of view
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Twilio
I think Twilio is as stable as Avaya in the sense that it comunicates well, but the market is really more into Avaya, so we had to go into a lot of effort to convince everyone in the company that Twilio was good and would work. I think it doesn't hold up againt Watson, because …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Verified User
Chose Twilio
I would say that Salesforce is possibly a more comprehensive product that I have used in the past (and still do occasionally for a client) but Salesforce wouldn't be suitable for the service-based SME which Twilio was used for in this instance.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I think Service Cloud is best suited for medium to large operations that require both proactive and reactive service. It’s a great fit for post-sales support. However, I wouldn’t recommend it for very small companies because it can be quite costly, and many of the features may go unused. Salesforce also performs best when you have a capable team managing it, so it’s important to consider your organization’s size and readiness before starting. Once you do, I recommend exploring other parts of the Salesforce ecosystem—Service Cloud works even better when integrated with Sales Cloud, since it allows better visibility across teams.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
As a growing company, we did not have customer service contacts set up like a traditional contact center, even though we were trying to operate like one. Talkdesk made the transition simple to orchestrate the new setup, allowing customers to have their contacts answered quickly. As Talkdesk has continued to roll out new products such as Copilot and AI Autopilot, we are implementing and continuing to realize the benefits.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I have tried other competitors. But I always end up going back to Twilio because I feel like it is dependable, easy to use, and, has competitive pricing. The only time I wouldn't recommend Twilio to someone as if they are completely inexperienced about using webhooks or APIs. Because you can't really just sign up and start using Twilio without connecting it to another platform first.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Email to case is an interesting piece of it. The threading is very strong, sometimes too strong, but it does very well at handling the incoming emails.
The omnichannel routing, using skill-based routing is really effective.
Pathing. So making the workflow and helping the team understand what it is that they're trying to do, what they have to accomplish, those step-by-step pieces. That's really helpful.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Talkdesk excels at reporting. It offers a wide range of reports, such as Aux, AHT, and productivity reports, which are great for monitoring performance.
Talkdesk has speech-to-text analytics. This is an AI transcript system. The AI detects speech and transcribes it.
Talkdesk is easy to integrate with other apps. Such as Calabrio and Zendesk.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
We had a principle initially to try and use Omni as much as we can from the user experience perspective, but have found that fairly restrictive. It was very difficult to actually get the right customer experience and customer engagement going. So we're actually on a journey at the moment to replace all of our Omni with Lightning web components that gives us that flexibility. That's probably one area where we've had some challenges in terms of how we've used the product out of the box.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
One of the best tools our there to tackle alot of our needs or issues within the organisation's and is value for money as you find alot of the features already in bedded and the Ai features are user friendly no need for additional training and Talk desk support when any issues arise is amazing
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Unless we can get this handled quickly -- less than 1 week -- we will likely switch to another provider who, in my opinion, we'll have to spend close to $3,000 in development time to build a new integration for texting. Our clients need texting and I feel Twilio has failed us miserably.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
As a user, the Talkdesk system is pretty easy. However, as a leader or an admin, the system can be difficult to navigate. Talkdesk appeared to integrate different solutions into their environment. While the overall skin of the environment is pretty seamless, it's easy to see that some solutions are segregated off into their own area of the Talkdesk ecosystem. This is pretty evident with Identity, WFM, and System Analytics, where you have to navigate to their respective areas to pull reports and gather data. Where many other reports are available in Explore
Twilio has well documented APIs and examples. There are several tutorials, videos and Q&As regarding their services. So, usability is very good. I must say that advanced knowledge of telephony, API/Programming and error-handling is essential to make good use of Twilio. It's not just plug-and-play unless you are integrated with a system that has all of the programming built for it.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Working on an application that caters to customer needs requires a platform that acts as a mediator between the actual person and the client. This mediator handles the customer and resolves many of their doubts, helps them map through the entire process, and automates the processes. Such a platform is Salesforce Service Cloud. For queries that cannot be serviced by the platform, it creates a separate ServiceNow ticket for us, and it is assigned.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Talkdesk is very handy but, sometimes we do face issues were the system can just kick you out and not be able to do calls or receive calls but, what I like about the system once you start refreshing or troubleshooting, everything becomes normal it is a unique system and very modern we don't usually have system issues with Talkdesk.
The Salesforce Service Cloud generally has very good performance, however the overall new Lightning user experience can bring that down. For example, if you have too many tabs open, then it can take a while for the Lightning UI to load. This UI is probably not well equipped to handle loading of all of that information at once, but Users tend to leave their tabs open all day long. It can also be fickle depending on which browser you use, what extensions you have installed, and whether you've cleared your cache. This can be the downfall with any software as a service though, not just Salesforce
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
reports are good until a report is a big one in size then the wait is longer and some call reports delay by an hour or so which is not ideal as we pull these hourly and need them from Work force management perspective and Quality reports are perfectly fine
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Twilio executes what it is designed to do: send SMS messages at scale while providing very good deliverability. I believe that Twilio is very good at what we use for adding SMS messages to our comms strategy. We can see those messages get opened and replied to, which is exactly what we are looking to achieve.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Salesforce offers support, although it generally gets routed to overseas support teams first, and once they are unable to help, it gets escalated up the chain to higher tiers. Frequently, the answer back from support is that there is no native solution, and we either have to turn to the AppExchange for some solution provided by another developer, or custom build our own solution.
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.
I have not had to communicate with Twilio support in the last 3 years but my past experience with them has been very positive. They replied to my previous requests promptly and kept me well informed to resolve my inquiries. With their documentation that's available, I hardly imagine why anyone would need to contact support since it's all there in a concise and easy to understand format. It would probably take you longer to type out a support ticket than to just open their doc websites.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Our in-person training was provided by our implementation partner and it was quite good. This was in part because we were already working with them and so it naturally leant itself to a good training relationship. And because they were building our customizations and configuring things, they could then provide training on those things naturally.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
The training that was given to us was very smooth and professional. I give my trainer 10/ 10 rate the training was so smooth and very helpful she would make sure we also watch videos of how to use the system which made it very easier for us and what was interesting it is because, the system is also easy.
Trailheads are great but it was often unclear what actually applied to our organization. This made it difficult to get a whole lot out of it. Part of it is that because the basic Salesforce features didn't quite work for us, we had to add customizations, which then nullified a lot of the training.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Nothing is perfect!! Needing the ability to repeat the training so everyone was on board was important. Not real sure how many people had to repeat the training as they trained on their own and given 30 minutes at a time.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
I would go through an implementation very differently knowing what I know now. It was difficult coming from systems we liked in post-sales service and having to adapt to the clunky and underwhelming feature set in Salesforce. I would trim back our expectations
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
We were very satisfied with the implementation of Talkdesk. The team was able to gather all the data and information about the system we had in place at the moment and delivered us a Talkdesk plan that suited our needs. We had a few calls after implementation where our questions were answered and gave us the confidence to continue using the system.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We selected this product because we already had some competencies in Salesforce. We own a Salesforce partner with expertise in this area, and on top of that, Salesforce purchased it — it was originally called Velocity. When Salesforce decided to acquire it, that finalized the decision for us.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Call recordings, quality assessments, feedback, coaching, and monitoring, the call flow is effortless and painless, changing statuses from after-call work is updated to be qued so you cannot change after aftercall work is finished, shows you the company metrics, SLA, abandonment, number of calls taken and record occupancy for you and the team. Many more features make Talkdesk an innovative software compared to its competitors.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We evaluated many fundraising-based text-to-give programs and found the subscriptions prohibitively expensive for our small scale and uncertain first few years of development. While we may be willing to invest that kind of money after discovering how things work, we're happy with Twilio now and have no desire to start over.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
talk desk has helped us massively with flexibility of one system giving us all the relevant information we need to be able to drive improvement and also good service from work force management to quality improvement to the reporting of the work and inputs going in and assess outputs to determine the success of our work and remaining development areas
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We have cut our service team in half over the past 5 years due to the efficiency of the tool
The amount of direct inquiries to our technical team is less than 10% compared to the number support tickets that get entered in the system for them to work in a more organized manner
Responses are 100% more timely because tickets can be responded to by any individual in the queue or on the team, as opposed to direct emails to just one person
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Reduced hold times with callback feature = better CX
Easy transfer option between teams where we can talk rep-rep first before bringing the caller in = less repeated information the customer has to provide = better CX
Modified call dispositions allows for better call management & organization = less work on our end!
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We found that associates who had the opportunity to respond to a survey about their assigned job were 37% more likely to return to a job site
We were able to reduce the number of resources required to manually respond to associates using Twilio Studio, so those resources could have more time to complete other tasks
We were able to scale the number of associates who received survey messages at least by a factor of 8 without increasing our resource demand
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
