Item: Talkdesk
Rating: 9
Author: Andrew Pindelski

Use Cases and Deployment Scope

Talkdesk is how we communicate with our customers over the phone. It is mainly used by our Customer Service team. We started only using the web version but have now started using the app and widget version. I do find the web version to be a little quicker as I have noticed some lag with the app. Overall I think it is a great tool that is very useful and have had little to no issues with it.

Pros and Cons

Easy to use
You can review previous calls
You can set hours of operation

Sometimes there is a lag or delay when speaking with a customer
Web Mode seems to be fast than Widget Mode
Cannot listen to voicemails on app

Return on Investment

Helps us keep open communication with our customers. We are able to review previous calls they may have had with different agents.
Customers can contact us even after hours and leave us messages with the voicemail system. This allows us to work better when communicating with international customers.
Talkdesk allows our team to develop a more personal relationship with our customers and connect with them on another level.

Alternatives Considered

I have had no previous experience with other programs like Talkdesk but I do enjoy the user experience and layout and would definitely use it to compare other programs to. I do believe there is room for improvement with the app but I believe the web mode is very effective.

Support Rating

I do not have much input on the support from their team. I have never had to reach out to Talkdesk for support as I have not experienced any major issues with their system. I do get email updates and tips about their system that is helpful. They have been supportive without me every really needing their support.

Usability

I find Talkdesk very easy to use and easy to help train others how to use. It is a great training tool for new employees so they can listen to previous conversations and become comfortable with the system and how everything works. It is a pretty simple program that is easy to pick up.

Key Insights

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?

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

Shopify Plus, ShipStation, Coda

Likelihood to Recommend

Talkdesk has been a great tool when working with customers. I have had customers compliment the system when they have had their call drop and need to call back it tells them that they are recognized as a recent call that was dropped in our system and moves them to the top of the queue. This is a very nice feature when working to keep your customers happy.

Products Replaced

Not Sure

Talkdesk is a useful tool that even our customers haven complimented!

Overall Satisfaction with Talkdesk