TalkDesk for Small Business Customer Support Teams
January 29, 2019

TalkDesk for Small Business Customer Support Teams

Daisy Whitfield | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

I use TalkDesk daily to seamlessly integrate inbound and outbound phone call support tickets with our CRM, making a more streamlined and chronological customer history. This allows my team to ensure dynamic customer support across all lines of communication while ensuring we maintain a competitive advantage in our industry by enabling us to accurately track our SLA, AHT, wait time, FCR, and response time. I like that TalkDesk has an easy to use CallBar API integrated with ZenDesk, easy-to-use transfer (both warm and blind), 3-way calling, mute, and hold. Additional features I find to be useful in my daily work are call logging and automatic after-call work time, which makes it easy to ensure calls are accurately recorded and properly tagged. In conjunction with ZenDesk and TextExpander, TalkDesk is a powerful tool for support teams to provide superior service without breaking the company bank.
  • Making a more streamlined and chronological customer history.
  • Enables a user to accurately track our SLA, AHT, wait time, FCR, and response time.
  • TalkDesk has an easy to use CallBar API integrated with ZenDesk, easy-to-use transfer (both warm and blind), 3-way calling, mute, and hold. Additional features I find to be useful in my daily work are call logging and automatic after-call work time.
  • Connectivity issues occasionally crop up - these are sometimes due to bandwidth, but not always and the reason can be inconclusive.
  • Random call drops or "ghost" calls.
TalkDesk is great for low- to mid-range inbound call amounts but for organizations that have a high volume of calls incoming all day, a more dynamic and stronger calling system should probably be used.

Talkdesk Feature Ratings

Agent dashboard
9
Validate callers
8
Outbound response
8
Call forwarding
10
Click-to-call (CTC)
9
Warm transfer
10
Predictive dialing
7
Interactive voice response
7
REST APIs
9
Call scripts
Not Rated
Call tracking
10
Multichannel integration
Not Rated
CRM software integration
10
Inbound call routing
10
Omnichannel inbound routing
10
Recording
8
Quality management
10
Call analytics
10
Historical reporting
9
Live reporting
10
Customer surveys
9
Customer interaction analytics
9