Item: Talkdesk
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

Talkdesk is the main mode of communication between B2C and B2B. All departments use this as it provides quick synch communication and we redirect calls between departments using the software. Most problems can be solved rather quickly, than email, or any other modes of communication.

Pros and Cons

Connect phone records with cases on Salesforce
Ability to take notes during the call
Ability to redirect calls to different departments and people.

Slow synch, if case on Salesforce it's recently created then it's less likely to appear on the app to connect records.
Issues with audio in both directions, sometimes caller will not be able to hear, sometimes the receiver of the call.
Constant request to connect with Salesforce, even if it's already connected and live.

Return on Investment

Drop in time to resolve
N/A
N/A

Usability

It's very helpful for what I do within my job, but there are plenty of features you should add. Perhaps, I am unaware of these features, that's fine but at least video-training, email-training should be sent to customers weekly as a "did you know" to incentivize them to add or use these features.

Implementation Rating

It was hard to initially adhere to your features from our previous software but it's fine now.

Exceptional Examples of Talkdesk Support

I do not have any instances of this directly.

Alternatives Considered

Natterbox, to be honest, we didn't personally select Talkdesk, our employer did. However, it is a basic version of Talkdesk, all the calls had to be logged manually, which took ages to do. With Talkdesk we simply select appropriate case, or the call is logged independently to the host's profile. Saved us a lot of time.

Likelihood to Recommend

Talkdesk is well-suited for calls that require notetaking, this is easy within the app and will appear on the call notes once opened. However, Talkdesk should improve to facilitate new cases to appear to connect, you should facilitate use for conferences (multiple people in one call), perhaps add an option for VM via text, when we cannot connect with a person.

Better than many, but still a few things to improve.

Overall Satisfaction with Talkdesk