Item: Talkdesk
Rating: 9
Author: Nurah Holloway

Overall Satisfaction with Talkdesk

Use Cases and Deployment Scope

We use Talkdesk for both inbound and outbound calls. We are a team of 9 and are the only department that uses it. We use the recordings to evaluate the customer experience. We are able to address customers' problems in a timely manner. It allows us to call a customer back automatically; they do not have to sit on hold if we are experiencing high volume.

Pros and Cons

Pros

Records contact names and voice recordings
Automatic call back request does not require you to dial the customer's number
Attaches recordings to CRM cases

Cons

Calls dropping/disconnecting

Return on Investment

When call recordings do not attach we are unable to quickly find them
Improves the quality of customer experience
Cases are created in our CRM automatically which helps with efficiency

Alternatives Considered

MINDBODY

MINDBODY is a health and wellness software I used for sales at a previous job. They used Bowtie as an automated phone system. It created a phone tree but created a lot of missed calls. Talkdesk [was being used] when I started working at Helix. Talkdesk was already implemented with the team. I like being able to take a break and know I am not going to miss a call.

Likelihood to Recommend

Talkdesk is great for team environments. It is very transparent; you are able to see what the members are doing currently. You do not have to be working on the same site as the rest of your team. Talkdesk has a few glitches from time to time connecting to our CRM. There are times the recording does not attach to our cases.

Talkdesk Feature Ratings

Comments

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Talkdesk is easy to use