Item: Talkdesk
Rating: 7
Author: Isabella Harrington

Use Cases and Deployment Scope

We are using Talkdesk for inbound Customer Support. We have 2 teams who use it currently and it helps us with call logging, contact creation, CSAT aggregation, and reporting. The system is flexible to adjust and easy to implement. We are very agile in updating our flows, adding and training users, and customizing the experience.

Pros and Cons

Simple and beautiful UI.
Default dashboards.
Self-service configuration.

Overall quality dependency.
Responsiveness from CSM's + Support.
Reporting clarity (reports sometimes seem disparate and hard to read or interpret).

Return on Investment

Increased CSAT visibility
Improved transfers and customer experience
Enabled better team collaboration and connectivity

Usability

I believe the platform is incredibly customer-conscious. What I mean is that it is intuitive and clear. There's not a bunch of unnecessary bells and whistles, and it doesn't look like the last time it got a facelift was the 90s like some other tools. However, I will say that there is some limitation in the functionality and if you are not committed to becoming self-sufficient, then you will suffer from some neglect potentially by virtue of the way their Customer Success org is designed.

Implementation Rating

Talkdesk used a 3rd-party implementation team for our onboarding and it nearly ruined the deal altogether. I loved the sales team we worked with, but the post-sale experience has been tough. Which explains why we've just become really proficient in the system ourselves. Despite working with a sales engineer who understood the nuance of our Salesforce needs for configuration, which was the most critical component to enable implementation, [in my experience] the 3rd party group did not know in any way how to configure our account in a way that was compatible. That would have rendered this move impossible. Instead of working harder to find a solution, it was our Business Applications manager who figured out a solution. Had she not joined a call, the deal would have fallen through. And then, [I feel] we were nickeled and dimed for the extra time it took, despite their ineptitude. I feel like we were left out to dry and billed aggressively despite the errors not being on our side. I will reiterate - I LOVED the sales team, and I like the product. That 3rd party was a really unfortunate experience though.

Exceptional Examples of Talkdesk Support

Generally speaking, Talkdesk has pretty good uptime. Luckily I don't find myself needing to contact them too often. Post-sale, I have not loved their service. Except for one time when I got a sales engineer to walk us through creating a new flow for an additional team we added to the platform. That was free, informative, and easy to coordinate.

Alternatives Considered

GoToConnect (formerly Jive)

Talkdesk wins in UI, Reporting, and Studio Builder pretty easily to me. Other than that, I think Jive might have had better connectivity and no outages while we were on them.

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?

Would you buy Talkdesk again?

Yes

Likelihood to Recommend

I think for a pretty simple implementation of the tool, Talkdesk works great. It's so easy to revise and manipulate. It's not easy to break what we have built because it's just one flow, more or less. I believe the live dashboard has really helped remote workers feel more connected and become better teammates. It was incredibly easy for change management as well, so I think no matter how big your team is, moving from one system to this one is incredibly easy to do. I think with custom reporting, their data would be much more valuable. If you are used to excellent account management and need super robust reporting, then Talkdesk might not check your boxes.

Talkdesk Full Review

Overall Satisfaction with Talkdesk