Overall Satisfaction with Talkdesk
We use Talkdesk within our Customer Experience team, along with our Trust and Payments teams. Our Customer Experience team fields the vast majority of inbound and outbound contacts between our company and our customers and hotel partners. We use Talkdesk with our other departments to allow for transfers and outbound contact capability, to further increase our capability to ensure we're able to effectively resolve issues across a large spectrum of potential reasons.
- Easy to implement.
- Great data accessibility.
- Easy administration.
- Near 100% uptime.
- Easy Call UI.
- Support for admin/agent issues.
- Billing estimates can be tricky at times through the provided reporting.
- I always like access to more free features.
- Contract renewal minimums require advanced planning.
- Increased agent productivity.
- Increased RTA capabilities.
- More consistent service delivery.
- Decreased downtime.
Talkdesk is intuitively designed, leading to a very simple and easy-to-understand interface for our agents. I don't tend to find that most phone systems are needlessly complex for agent use-case, but I have definitely seen less friendly design. The administration is very easy as well, with most capabilities explained and easily located. We're able to make changes on the fly as needed and with no difficulty, to support call spikes and holiday volumes, as well as changes in agent skill requirements, or to change/acquire phone numbers.
Implementation has been successful, along with APIs for both of our CRM systems, to allow for some ticketing automation, in addition to helpful touchpoints for later analysis. Very little work was required on our end. When it was required, partnership from Talkdesk was accessible and on point. We have a remote team, as well as center-based agent populations, using a variety of operating systems with very few issues and no global issues with Talkdesk.
Several years ago when I was working on updating our instance, while also looking to provide additional information on the potential impact of changes to our service design, I spent the better part of a week with a dedicated Talkdesk support representative. They educated and informed me on the variety of possibilities available to enhance our service delivery. They also provided technical and easily understandable definitions.
Talkdesk solved an issue we were experiencing with our prior provider, that was predominantly related to uptime and technical issues. The technical support issues with our prior provider were severe enough that we had to contract an outside technical support firm on retainer to be available to assist with agent issues. Prior to retaining that firm, our supervisors and agents were spending an inordinate amount of time troubleshooting agent issues without sufficient guidance.
Do you think Talkdesk delivers good value for the price?
Are you happy with Talkdesk's feature set?
Did Talkdesk live up to sales and marketing promises?
Did implementation of Talkdesk go as expected?
Would you buy Talkdesk again?
Talkdesk has been very well suited to our organization (the only organization in which I've used Talkdesk) and was the best fit at the time we signed on for the service. It can easily handle the 50-300+ agents and average of a five-digit weekly call volume that we have experienced over the past five years. Additionally, we've used it across both remote and center-based agents on Mac, PC, and Chrome based hardware with no global issues or difficulties. There may be volumes or infrastructures that would prevent Talkdesk from consideration, however I have not personally experienced any limitations.