Item: Talkdesk
Rating: 8
Author: Rogério Correia

Use Cases and Deployment Scope

Talkdesk is currently used to manage all the incoming and outgoing contacts for our Customer Service Advisors. We also use many of their other features as Sentiment and Feedback management, as well as Knowledge bases. We are currently finishing the full integration with other tools that we also use so that the user experience is as seamless as possible. The support team has done a great job and is very present and attentive to our needs. Talkdesk is a company that shares the same entrepreneur/startup spirit as Farfetch, so for us, it is a perfect fit.

Pros and Cons

Customer Support and Success Management
Innovative Mindset
Nothing is impossible

Current User Interface could be improved
more customizable options
Audio management could be improved

Return on Investment

Increased Customer Service Advisors productivity (between 3 %to 5%)
Allowed more Scalable operations
CSAT Improvement of around 7%

Usability

The Talkdesk framework is easy to use from an admin and a Customer Service Advisor standpoint. Their reports are clear and easy to read. The interaction flow management is very visual and allows fast and easy drag and drop edition. They also provide a great collection of other related tools that work natively with Talkdesk that help to enrich the overall usability.

Implementation Rating

I was not at Farfetch when the initial implementation occurred however since I've joined, the processes we brought to production were very smooth and the collaboration with Talkdesk was really productive.

Exceptional Examples of Talkdesk Support

I would highlight the Agent Assist project. Talkdesk support was really helpful and was key to bringing the process to reality.

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?

Yes

Did implementation of Talkdesk go as expected?

Yes

Would you buy Talkdesk again?

Yes

Other Software Used

Informatica Cloud MDM - Customer 360 for Salesforce

Likelihood to Recommend

Talkdesk is very well suited for fast-paced, high-volume Contact Center operations that want to offer a good experience to their customers and employees. Talkdesk is not the best fit for small, highly customized operations that require a lot of particular options and rules to manage the flow of contacts.

Talkdesk, is it worth it? Yes, it is.

Overall Satisfaction with Talkdesk