Easy to use, offers surprisingly helpful depth to analytics
Updated November 16, 2019
Easy to use, offers surprisingly helpful depth to analytics
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Talkdesk
Talkdesk is used across a number of departments in our organization. It is used daily by our Customer Care Team, Sales Team, and Daily Operations Team. Other parts of our operations teams also have Talkdesk accounts but do not use it as heavily because they are not call-center roles.
Firstly, we use Talkdesk as a phone system to reach our customers with a heavy volume of both inbound and outbound calls. The Daily Operations team uses it to communicate with our contractors to facilitate our services.
We rely heavily on Talkdesk statistics and analytics to monitor team performance and quality.
Firstly, we use Talkdesk as a phone system to reach our customers with a heavy volume of both inbound and outbound calls. The Daily Operations team uses it to communicate with our contractors to facilitate our services.
We rely heavily on Talkdesk statistics and analytics to monitor team performance and quality.
- The stats are really useful. For Customer Care, we track employees' speed to answer, CSAT surveys, call volume, amounts of inbound/outbound calls, etc for team quality.
- We also rely heavily on the recordings of each phone call in our industry for accountability and clear communications.
- Talkdesk allows you to change ring groups quickly and easily, so we can place users in different levels of priority for those who receive calls. Eg: it's easy to add a manager status to a user, or add a bilingual tag to have calls route according to need.
- In my experience, although I am not the main coordinator for the tool, we have limited ability to set functions for one set of users without affecting all users. For example, there is a sentiment feature that you can turn on where after a call ends, you select the sentiment of the call: happy, neutral, angry, unknown. This feature is an all or nothing thing, and while my team doesn't need to track sentiment, another team does so we need to somewhat arbitrarily choose a sentiment after ending each call.
- This seems like a small complaint, but it adds a step for every inbound call I receive: The first thing I do is copy the number so I can search it in our CRM. In order to copy it, I have to "accept call," and then click on the hyperlinked number to take me to the inbound caller's call history. On this page, I copy the phone number in the profile but have to exclude the +1 at the beginning of the number because in our system we store our phone numbers without a +1. It's clunky to explain the issue, but basically I'd love a way to copy a phone number without the area extension number and without traveling to another page.
- Its positive impact is huge, as we rely heavily on it throughout each day. It saves us time and energy by keeping information in an easy to find and consistent place, and by integrating smoothly with our CRM.
- There have been a few times since I started using Talkdesk that we've had service outages. As this is our only phone tool, it's debilitating for a call center to have the phones go out. Even a 15-minute shortage has a big impact. They are always quick to fix these issues.
Although I didn't choose Talkdesk, it is my understanding that it is a cheaper alternative to the tool Zendesk and not only that but is constantly improving their reporting and analytics for calls, as there are functions that we now rely on daily that a year ago were still in testing mode. They are great tools and are an asset to our team and company.
Do you think Talkdesk delivers good value for the price?
Yes
Are you happy with Talkdesk's feature set?
Yes
Did Talkdesk live up to sales and marketing promises?
Yes
Did implementation of Talkdesk go as expected?
Yes
Would you buy Talkdesk again?
Yes