We accomplished so much with Talkdesk
November 03, 2021
We accomplished so much with Talkdesk
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Talkdesk
We use Talkdesk across most of our customer interacting teams. We use it for inbound and outbound calling. This allows us to route customers to certain departments and even certain teams or reps within that departments with the use of their smart routing. The call routing is one of the most important features we utilize within our company, it's an amazing feature for what we need it to do.
Pros
- Call routing.
- Call recording.
- Transferring.
Cons
- Connectivity issues on occasion.
- Tracking transfers in call metrics.
- We've been able to use the call analytics and live dashboards to monitor reps and have seen up to 60% decrease in missed calls from where we started. We are at some record lows in most departments for missed calls.
- We have improved reps' productivity with smart routing saving significant time taking calls and waiting for transfer while their true customers were reaching out to them and waiting for a response.
Our Talkdesk advocate used Talkdesk support pretty heavily when setting up our smart routing and IVR. I also know that Talkdesk support team has been on several tickets we've opened with some basic clarifications as well as many larger projects with the software. Their support team has been key to the success we've had using this telephony. Without their support, I am not sure we would have been aware of or able to utilize as many features as we do.
Do you think Talkdesk delivers good value for the price?
Not sure
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
Comments
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