Salesforce integration is awesome
July 21, 2019

Salesforce integration is awesome

Grant Womack | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

Talkdesk is used by our Guest Experience department to interact with our guests and ensure a culture of excellence between each of our stores.

Pros

  • Talkdesk makes it effortless for us to interact with our guests.
  • Talkdesk makes it effortless to record the interactions we have with our guests.
  • Talkdesk makes it possible to ensure a standard of excellence between each of our stores.
  • The User Interface of Talkdesk is amazingly approachable.
  • Talkdesk is very easy to learn and teach.

Cons

  • There are occasional outages with Talkdesk.
  • Very rarely, call quality can be quite low.
  • I wish the integration with Salesforce was a bit more seamless.
  • Talkdesk allows us to have a positive influence over the guest experience of our stores from one centralized location.
  • Talkdesk allows us to share the high volume of calls that our stores incur so that our local teams can be more present with our guests.
  • Talkdesk allows us to record our interactions with our guests, so we can strive and learn to be more excellent in every interaction.
Talkdesk is amazing for our situation: having a high volume of calls that need to be accounted for properly and managed well. Talkdesk would be less appropriate if there weren’t a dedicated team in our company that used it. If it were only used by one agent, I’m unsure how appropriate it would be. It works incredibly well as a program implemented by a team.

Talkdesk Feature Ratings

8.1
Agent dashboard
10
Outbound response
10
Call forwarding
6
Click-to-call (CTC)
10
Warm transfer
6
Call tracking
10
CRM software integration
5
9.7
Inbound call routing
10
Omnichannel inbound routing
10
Quality management
10
Call analytics
8
Historical reporting
10
Live reporting
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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