Talkdesk for Reservations Center
January 10, 2019
Talkdesk for Reservations Center
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Talkdesk
We only use Talkdesk in HQ for our Guest Experience Team. We take calls for our 10 locations nationwide when the stores are the busiest. We decided to centralize calls so that our Guest Experience Specialists could focus on serving the guests that are in the facility. By having a team taking calls during high volume times we are able to resolve issues much quicker. Our GX team is empowered to alleviate any type of situation and to go above and beyond for our guests.
- We are able to answer multiple calls from different markets.
- Integrates well with Salesforce, so every call become a case we must take care of.
- It's easy to use and teach!
- You can easily view the service level and customize your queue.
- The widget to make calls has had some issues in the past, so we have used the web-mode. However, when using web mode you are unable to take notes on TD while on the phone.
- Our forwarding numbers have sometimes gotten stuck "On a Call." This means that when our office is closed and the calls are supposed to go to the local stores the guests get stuck on hold and those calls never show up in the local phone.
- Reporting can be tedious!
- It is great! We are able to serve more guests quickly.
- By serving more guests and being able to answer calls quickly we are converting more calls into reservations.
I have not used any other product for calls besides Talkdesk, so I don't have much to say in regards to this.