Likelihood to Recommend Organizations with budget and proper support resources will be able to best leverage the benefits of SalesLoft. Earlier stage organizations with bootstrap budgets would still benefit from SalesLoft, albeit, I personally feel that without the proper RevOp's resources, that SalesLoft potentially loses a bit compared to Outreach.io
Read full review 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 Pros The use of cadences allows my team to quickly process calls that have been prequalified by our filters in Salesforce The live call coaching with "drop in" capability has been useful for quality checking the calls, while allowing us to steer a call in a particular direction if necessary Read full review 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 Cons Calendaring -- specifically ensuring credit is properly aligned when trying to calendar for sellers as a BDR -- even when using a booking/ calendar availability link (a seller's link -- this is the trouble spot from what I recall and why we can't use some of the helpful link scheduling tools in our org). Would love to set up some report automation on the management side -- where specific things could be sent to me (e.g., I would love to set up a report that would auto-populate to show how many dials were completed during a power-hour/blitz period that would hit my alerts in the UI or be sent to email/Slack automatically). A manager-specific view/home screen would be nice but not essential. Read full review 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 Likelihood to Renew The renewal really depends on who the client is. SalesLoft works for some clients better than others.
Read full review 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 Usability SalesLoft is a fantastic product that will be extremely helpful to any Sales Rep looking to organize their information and stay one step ahead. While it has its shares of quirks and bugs it proves to be an awesome tool for anyone that is in the sales industry.
Read full review 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 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 Support Rating great support team
Read full review 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 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 must invest time and effort in define the best way to integration with
Salesforce in order to get data visualization
Read full review 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 Alternatives Considered We switched from
InsideSales Playbooks to SalesLoft. Salesloft is much easier to use and more intuitive. We had previously used Inside SalesPlaybooks before they changed their name just so we had the powerdialer plug in in
Salesforce then tried implementing PlayBooks and it was a bit cumbersome and not intuitive. We evaluated a few others but SalesLoft was the best choice!
Read full review 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 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 Our sales activities are very predictable and we know how much effort to focus on certain leads. SalesLoft also gives us supporting metrics for individual productivity - we use activity metrics to supplement attainment metrics. Our SDRs have a much wider reach and can process more leads which saves them time and keeps them targeted on the best leads. Read full review 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 ScreenShots