Item: Talkdesk
Rating: 10
Author: Natalia Shlykova

Use Cases and Deployment Scope

We use Talkdesk in all department of our company which supports our corporate and particular students all over the world. We use it to make calls to students to give our help and navigate in using our online school. Talkdesk is one of our main instrument in daily job, we made around 50-100 calls per day.

Pros and Cons

Login using Salesforce, and integration in Salesforce.
Fast login, fast response.
Fast technical support in resolving issues.

There have been connection issues while talking.
Too many updates.

Return on Investment

The speed of processing daily tasks means we reach more students.
Better service is provided because the connection is better than with other apps we used.
The user-friendly interface makes it easy to train new people for the team.

Usability

8

The app is good for customer service use but integration with headset fails too often and it is really hard to fix. I changed around 5 headsets during last year usage of app on Windows and sometimes i just needed to gave up on some headset even if it works perfectly with other apps on my PC.

Exceptional Examples of Talkdesk Support

The support is pretty fast but in my company we should contact manager first and then get any support across her which makes the process a little bit more complicated and longer. However the information provided by customer service of Talkdesk is good and included screenshots which helps to solve the issue.

Platform Solution

We use Talkdesk for customer service tasks in our company and we have it synced with salesforce which makes process easier and smoother. It works fine with different browser to call clients and also to call between colleagues inside the company. It helps to be in touch inside and outside the organization without using other apps.

Alternatives Considered

Five9 Virtual Contact Center

Our contract with Five9 was finishing and we found a modern alternative which is much easier to use, which has a nice and easy interface, and which automatically connects with Salesforce. These differences were ones of the most important in the decision of changing the product for our daily work. Talkdesk is a great product for customer service.

Key Insights

Do you think Talkdesk delivers good value for the price?

Not sure

Are you happy with Talkdesk's feature set?

Yes

Did Talkdesk live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Talkdesk go as expected?

I wasn't involved with the implementation phase

Would you buy Talkdesk again?

Yes

Other Software Used

Access Legal, Microsoft SharePoint, Microsoft Teams

Likelihood to Recommend

Talkdesk is great to use for a customer service job or somewhere where you need to call a lot, and especially in different countries. It is user-friendly and you don't need to spend so much time to understand how it works. It is not really needed in jobs where you do not have to call a lot.

Users and Roles

Customer service and coaching services. We contact our customers all over the world on different languages using a Talkdesk to provide the best service and help we can, we make incoming and outcoming calls depends of the department the agent is in. We use it daily most of the work time.

Support Headcount Required

1 - In our company the manager of our department has responsibility to be in a contact with customer service of Talkdesk in case some issues happen. She keeps communication with the, throw emails and provide us their answers to fix issues for each separate agent which is using Talkdesk. Maybe in other companies it works different way.

Business Processes Supported

income calls
outcome calls
calls inside the company

Innovative Uses

have different local numbers shown to customer for each market
be able to call all over the world

Future Planned Uses

using for quality calls with managers of our customers

Likelihood to Renew

8

Because some technical issues are still existing like headset sync issue within app even when headset works perfectly for other apps. That issue happens and disappear during all my usage of app. Indeed the last update of app and full change of design was really great but didnt resolve that part of problem.