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.
- 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.
Talkdesk offers a lot of great features, most of which are fairly simple to use and figure out. There is also an API which our engineering team has been able to utilize for additional reporting and improvements across our reps' productivity, response rates, and efficiency from a customer interaction standpoint.
We had a pretty smooth implementation process if I recall and Talkdesk offered support as well. It's been some time now so I don't recall specifics.
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?
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?
So far it seems to be one of the best solutions out there for Telephony when it comes to Wi-Fi-based phone systems. The call routing was a big differentiator and focus point for us. We also use the call monitoring pretty heavily for live coaching opportunities.