TalkDesk for Phone Support
Alyssa Andrade | TrustRadius Reviewer
December 05, 2018

TalkDesk for Phone Support

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Talkdesk

We researched phone support options for several months but after finding and talking to Talkdesk the answer was clear. Talkdesk helped us jumpstart our phone support solution and our customer care team of 10 absolutely loves it. With the Zendesk integration we were able to set up ticket pop which they love so anytime someone calls, a ticket is logged and they can put their end resolution and notes in the ticket. The implementation was pretty fast since we didn't have a very complicated set up, but in the future we are hoping to set up new IVRs based on support plans customers purchase. Recording greetings was very simple and the set up with different numbers, hours and holiday hours was seamless. We are excited to grow with this solution and see what else they come out with.
  • Integrations - Easy to set up Talkdesk and Zendesk and route information from our CRM, Insightly
  • The navigation was a little confusing to get use to at first, but it was more of an educational issue. I had recorded and set up greetings, or so I thought, but I actually had missed a step and didn't apply the greeting to the numbers so for the first couple of days my customers weren't hearing the correct info. Some features seem a little hidden or tricky like that, not as straight forward but again once you get the hang of it it was muscle memory.
  • Talkdesk has helped us implement support programs which has increased our ASP by $5k.
Talkdesk has amazing reporting and makes my director of customer care's life extremely simple when trying to tie customer loyalty team metrics to our bigger company goals. The reports are sophisticated and clearly outline our success with the tool. The user interface for the agents is simple enough where they had minimal training and could start using it easily right away.

Talkdesk Feature Ratings

Agent dashboard
10
Validate callers
8
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
8
Predictive dialing
9
Interactive voice response
10
REST APIs
10
Call scripts
8
Call tracking
10
Multichannel integration
9
CRM software integration
10
Inbound call routing
9
Omnichannel inbound routing
9
Recording
10
Quality management
9
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
9