Item: Talkdesk
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

Talkdesk is our main tool for our daily communication whether via call, email, or chat service. This had been helping the company not only to assist our customers every day but also to collate reports, analyze data accuracy, and find out opportunities within the company. This also helps us create projects on how we can effectively assist our customers in a more efficient way.

Pros and Cons

Call monitoring.
Payment process.
Que managing.
Skill set manager.
Email service.
Chat service.

Auto dialer.
Auto-populate when receiving a call - customer's account will automatically open in the system.
Call monitoring - Call recording was being cut off when the agent tried to call other department.

Return on Investment

Increased efficiency score for call handling.
Increased quality scores for agents.
Increased revenue.
Increased NPS scores.

Usability

Talkdesk can be the key on how to connecting businesses and clients in the best way possible even this trying times where we work only at home. Imagine different types of services like calls, email, and chat all at the same system? This is a complete package in terms of monitoring the business, monitoring your clients and your people at the same time, so let's claim it! Talkdesk is the best!

Implementation Rating

So far this has been a smooth flow from the very start in terms of deployment. There is no much-needed application or tools for you to access this system, just 1 browser will do and that is what we really like about Talkdesk, unlike another system that you need to open and connect so many tools for you to run it.

Exceptional Examples of Talkdesk Support

I've been working in the customer service business for 10 years now and I'm so glad that I was able to experience this type of system for a few years now. When I got promoted as a support specialist and until I became a team manager now, this helps me manage my daily task much easier because I don't need to check a lot of tools to monitor my team. Just 1 browser open and a few clicks away and it's all done.

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

Likelihood to Recommend

Talkdesk is mainly being used to monitor the queue for calls, emails, and chat services. Call monitoring is very useful when doing coaching to my agents, investigating and finding the best solution on how we can approach things better to assist customers on the phone. Email queue will let us know how long is the average response time in resolving email concerns. The best feature of chat service is you can do live monitoring and coach your agent at the same time for his efficiency.

Talkdesk is the bridge, where the gap is nowhere to be found!

Overall Satisfaction with Talkdesk