Talkdesk has become essential to our customer success model
December 08, 2018

Talkdesk has become essential to our customer success model

Felippe Mora, CSM | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

Talkdesk is being used to support our customers using our SaaS software. We support our customers 24/7. Our customer call into TalkDesk and our DevOps engineers assist our customers.

Pros

  • It is one of the very few VoIP that integrates with our ServiceNow platform
  • Talkdesk provides excellent support services
  • The implementation of TalkDesk into our ServiceNow was very smooth and easy.

Cons

  • Stay up to date with certification on the latest version of ServiceNow.
  • It would be really nice to have the functionality of on-call rotation schedule where it knows when and how to route the calls according to the schedule
  • Offer a community portal to provide feedback on ideas for the TalkDesk on how to improve their products and follow what's on the upcoming releases.
  • We just went live a month ago so I wouldn't be able to provide feedback on this question just yet.
We just went live and I'm not aware of any other products apart from Talkdesk.
Talkdesk is one of the very few applications that integrates with ServiceNow, but it lacks on keeping up with the certification on the latest version of ServiceNow. Keeping the implementation with ServiceNow as easy as possible makes this very appealing to companies. Aside from the product, my one small problem is that after I signed with Talkdesk I have asked my sales account manager to contact me several times and I've been ignored every single time. So, follow up with customers is very important.

Talkdesk Feature Ratings

9.3
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
7
Call scripts
7
Call tracking
7
Multichannel integration
10
CRM software integration
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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