Talkdesk for Customer Support
Leigh Malamphy | TrustRadius Reviewer
Updated May 15, 2019

Talkdesk for Customer Support

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Talkdesk

Currently, Talkdesk is being used by our Support team and our inbound Sales team. It allows our customers to call us directly with questions. If Support gets a Sales call, or vice versa, we are able to transfer calls between departments. We also use Talkdesk for outbound calls. We love that Talkdesk allows us to share one phone number for Support, but we have been able to set up a separate number for Sales.
  • Customization of business hours, holiday hours and greetings. It is important that our callers don't receive the same welcome greeting if they are calling in on a holiday when our office is closed or outside of business hours. Talkdesk allows us to have customized greetings for all of these scenarios.
  • Call Transfers - Warm and Blind. We transfer calls between agents on the Support team as well as to Sales. It is easy to do and we have the option to do a warm transfer to introduce the new agent to the caller if we'd like.
  • Reporting - I pull weekly and quarterly reports from Talkdesk to keep and eye on our volume, missed calls, voicemails, service level and calls per agent. Reports are easy to pull and customizable by phone number and date range.
  • Right now we are unable to delete our own greetings. You have to reach out to Talkdesk Support to have those old greetings removed.
  • Our company is constantly praised for our customer service and ease of getting in touch with a live agent. We couldn't do it without Talkdesk!
Great for a customer service team who is fielding inbound calls or needs to route calls to other departments within your business.

Talkdesk probably wouldn't be necessary for a single person team.

Talkdesk Feature Ratings

Agent dashboard
10
Validate callers
Not Rated
Outbound response
Not Rated
Call forwarding
10
Click-to-call (CTC)
Not Rated
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
10
Multichannel integration
10
CRM software integration
10
Inbound call routing
9
Omnichannel inbound routing
9
Recording
10
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
10
Live reporting
10
Customer surveys
Not Rated
Customer interaction analytics
Not Rated