Bringing the Talk to your Desk
July 12, 2021
Bringing the Talk to your Desk
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Talkdesk
Talkdesk is used by a subset of users at our company; about 150 people globally. We have teams in North America, South America, and in several parts of Europe.
We use Talkdesk as our soft phone solution to support our customers. Our agents make and receive calls using their dedicated app for desktop or mobile. The team managers have really been diving in to the reporting and metrics from Talkdesk as well. We have several automatic reports that are emailed to several managers monthly or weekly to ensure our SLA's are met across all teams, even down to the individual agent.
We use Talkdesk as our soft phone solution to support our customers. Our agents make and receive calls using their dedicated app for desktop or mobile. The team managers have really been diving in to the reporting and metrics from Talkdesk as well. We have several automatic reports that are emailed to several managers monthly or weekly to ensure our SLA's are met across all teams, even down to the individual agent.
Pros
- The interface is great. It's familiar, very similar to that on your smartphone.
- The updates to the Live Dashboard are incredible. It is obvious that they spent time in making meaningful improvements.
- Talkdesk support is top-notch. They are always kind and extremely responsive.
- As an admin, the controls are nice and constantly updated.
Cons
- While the admin controls are nice, it is apparent that they are focusing on other aspects of the tool before addressing the admin console. There are several things I would love to see, like the ability to add multiple agents at once, or add agents to a team at creation vs. having to do it later.
- I would like there to be better resources on how the Explore section (metrics and reporting) works. There is a lot of guesswork when making reports and dashboards currently.
- I would like [the] ability to share reports and dashboards that I have created with managers, or even have them share with each other.
- I would like the ability to edit or delete Ring Groups vs. having to contact Talkdesk support.
- With Talkdesk Studio, we were able to redesign our call flows, which reduced the time a caller got to an agent by 50% (over 2 minutes to less than 1 minute at non-peak times). Now our abandon rates are much lower; less than 10%!
- By training the managers on how to best report on their agents, we were able to give them the data on how to best help their teams increase their productivity and efficiency on the phone. The average handle time of a call during non-peak times is down to 5 minutes, compared to nearly 10 minutes before.
- We are implementing region-specific phone numbers for our Customer Success teams for a more high-touch solution. Doing so will positively affect retention.
We launched another team in South America and needed to purchase a local phone number. Talkdesk support was very quick to help us with the necessary documentation that is required by the country for business to legally have a phone number. Once we had the number purchased, creating the call flow was a breeze.
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?
I wasn't involved with the implementation phase
Would you buy Talkdesk again?
Yes
Comments
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