TalkDesk for Phone Support
December 06, 2018
TalkDesk for Phone Support
Score 9 out of 10
Vetted Review
Verified User
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.
Pros
- Integrations - Easy to set up Talkdesk and Zendesk and route information from our CRM, Insightly
Cons
- 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.
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