Great Tool for Customer Service
July 28, 2019

Great Tool for Customer Service

Riccardo I | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

Talkdesk is used by the Customer Service Department to reach the students of our online course, explain to them how to use it and solve their doubts.

Pros

  • User-friendly
  • Easily compatible with our CRM system
  • Good and clear reports
  • Great customer service

Cons

  • Connection issues
  • No phone numbers for a few countries
  • No SMS service
  • Increase of pick up rate
  • Easier reporting phase
  • Integration with the CRM system
Talkdesk is perfect if you have a large pool of customers you need to reach on a daily basis and if you need to monitor the work of your employees. The extreme ease of implementation, and the availability and proactive help of their Customer Service Team are strong points to rely on them.

Talkdesk Feature Ratings

8.5
Agent dashboard
8
Validate callers
8
Outbound response
9
Call forwarding
9
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
9
Multichannel integration
Not Rated
CRM software integration
9
9.0
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
9
Quality management
9
Call analytics
9
Historical reporting
9
Live reporting
9
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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