Overall Satisfaction with Talkdesk
Talkdesk is used in two different departments of our organization - the Retail plus customer support and the Wholesale part of the company. We practically manage all of the incoming calls for the whole organization. Talkdesk makes it extremely easy to forward calls from one department to the other and also is integrated with our support system, which makes dealing with complaints and follows up a lot easier.
- Keeps all customer details visible.
- Very reliable despite the fact is online based.
- Has great reporting tools.
- The search feature.
- Contacts Management.
- We have improved interaction with customers.
- Wait times are lower.
- Helped with increase of the generated income.
The whole system is user friendly and there is practically no need of a induction period or an introduction education. You can have an agent [have it] set up and working in a few minutes from log in to the first phone call. For an Admin navigation, the reporting features is a bit tricky but manageable.
I was not directly involved into the implementation process. I can't remember we had any issues whatsoever.
I remember a time when we tried to determine the number of the incoming calls for a particular time during the day. We had issues with obtaining that information from the reports. However Talkdesk customer support provided us with the desired report in no time. That is how we were able to determine the number of live agents during the day.
I feel the best feature is that we can transfer calls quickly, so our customers can be directed to [the] best possible person they need to speak with and that will allow us to manage a higher volumes of incoming calls. We can also follow the history of a contact and determine when a particular customer has been contacted and by whom.