Item: Talkdesk
Rating: 9
Author: Nick Gordon

Overall Satisfaction with Talkdesk

Use Cases and Deployment Scope

We support our client's 24x7 with critical customer support and business needs. Talkdesk is critical for us to have the interface up and running. From installing Talkdesk to its everyday use, it has been incredibly smooth and easy to use. With this pandemic happening, we have seen an increase in volumes with our clients and the need to be remote and active on the phones for support. Talkdesk has been great in achieving our needs to help assist our everyday clients.

Pros and Cons

Pros

Integrate with Salesforce
Clear communication
Easy to install
Report friendly

Cons

Stability in SF
Call quality/connectivity

Return on Investment

During this pandemic has greatly helped us keep connected with our clients.

Usability

Easy to use, integration with Salesforce is a huge plus. Ability to add notes while in call that get posted straight to SF greatly increases proficiency.

Exceptional Examples of Talkdesk Support

Calls with property managers allowes us to hold, pause, transfer, andresume calls.

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

Likelihood to Recommend

Talkdesk has been a great phone platform for our customer support team. The third-party integration has made it easy for agents to launch calls from a customer ticket, log their call notes and have them carry over between ticketing and accounting programs. Good solution for businesses relying on a call queue system.

Everyday use