Item: Talkdesk
Rating: 7
Author: Verified User

Overall Satisfaction with Talkdesk

Use Cases and Deployment Scope

We use Talkdesk to assist our Advanced customers via phone. We have three subscription plan options: standard, pro, and advanced. Our Advanced subscribers have access to phone support and are mostly companies versus entrepreneurs or home businesses. We use Talkdesk to provide real time support for our software in app. Oftentimes we use it in conjunction with a screen sharing software such as Zoom so that we can talk with customers while viewing their screens in app.

Pros and Cons

Pros

Integrates with Zendesk and creates phone tickets to follow-up via email after the call is over.
Allows multiple TSS's online and alternates rings for employees based on who answered the last call.
Simple app to pull up in desktop and use for incoming and outgoing calls.

Cons

I've experienced several issues with Talkdesk desktop app such as not being able to answer incoming calls, and not being able to dial outgoing calls.
I've experienced intermittent issues with downtime.

Return on Investment

I'm not sure of the cost of Talkdesk as I'm not in a leadership position.

Alternatives Considered

I've used Peoplesoft in the past and it's not quite as easy to use. The Talkdesk desktop app is simple, easy, and doesn't take up a lot of browser space which is nice as compared with some other call center softwares. I've never had to use Talkdesk support so I can't speak to their support. Overall pretty happy with Talkdesk.

Other Software Used

Zendesk, Zopim by Zendesk, Zoom

Likelihood to Recommend

Talkdesk seems to be a good solution for businesses having multiple people online to receive incoming calls I've used Peoplesoft in the past which I didn't enjoy at all. Talkdesk seems to be a bit more buggy than other contact center softwares, but it's also easy to use.

Comments

Please log in to join the conversation

A bit buggy, but easy to use