Talkdesk for Customer Support
Updated May 15, 2019
Talkdesk for Customer Support
Score 8 out of 10
Vetted Review
Verified User
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.
Pros
- 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.
Cons
- 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!
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