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Perfect solution for a customer-facing startup
Updated July 18, 2023

Perfect solution for a customer-facing startup

Kristopher Harris | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

Talkdesk is being used by multiple departments. It's mainly utilized by our Customer Care Team, but our Tier II Support Team and Human Resources Department also use Talkdesk. Talkdesk integrates well with our CRM and allows us to keep track of conversations with customers, vendors, employees, etc. Talkdesk allows us to select different outbound numbers when contacting different people, which is super helpful and allows for a consistent experience.
  • Customer support - Talkdesk has amazing customer support and always works with us thoroughly when we have an issue or question.
  • Uptime - Talkdesk rarely goes down, and if it does, it's quickly working again.
  • Customizable settings - Talkdesk is insanely customizable, and the Talkdesk team is always coming out with new features and betas.
  • Ringtones and sounds - It would be nice if there were more options for users to change sounds like ringtones or dialing tones.
  • Overall, It's been a positive implementation.
I'm able to constantly monitor service level, agent status, and more. Talkdesk allows me to use one number of externally for customers, and another number internally. It works well for the Dispatch Department. They regularly have to switch between speaking with drivers, customers, and vendors. Talkdesk allows an easy and seamless experience when making outgoing calls.

Talkdesk Feature Ratings

9.8
Agent dashboard
10
Validate callers
9
Call forwarding
9
Click-to-call (CTC)
10
Warm transfer
10
Interactive voice response
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Talkdesk

6 - Talkdesk users mostly represent customer service/member support employees, as well as issue resolution and communication with vendors. Customer service is the largest daily user of Talkdesk. Communication with vendors is the least common, but is still a very important use case internally.