Item: Talkdesk
Rating: 9
Author: David F

Overall Satisfaction with Talkdesk

Use Cases and Deployment Scope

Here at Generation Tux, we utilize Talkdesk in our customer experience department. This is the main department that uses this service, and it is the main mode of communication between our agents and the consumers. By having the ability to use Talkdesk when interacting with our customers, we have the ability to ensure quality dialogue with ease of use that makes training very simple.

Pros and Cons

Pros

Provides clear connections
Very simple to use in general
Constantly providing updates to improve overall call quality
Makes going through calls easy when listening in for quality control

Cons

While the updates are great, and often, sometimes they do cause more of an issue than anything
Depending on when a call comes in, it can take a little bit to be able to listen in on a recording
There a few too many things that you can do with this service which can make it difficult to sift through the fluff

Return on Investment

Allows our customers an easy way of contacting our service team.

Alternatives Considered

I personally have not used any other services, so I, unfortunately, cannot comment on this.

Other Software Used

Zendesk, Intercom, Slack

Likelihood to Recommend

In general, Talkdesk is well suited for the communication we have with our customers. The service is easy to use, the connectivity works well in most situations, and our agents pick up the system very quickly.

Talkdesk Feature Ratings

Comments

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Overall, Talkdesk is a Quality Service