Talkdesk has proved to be a valuable tool in a growing Fintech firm
Updated July 19, 2023
Talkdesk has proved to be a valuable tool in a growing Fintech firm
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Talkdesk
Talkdesk is being used by my organization to manage customer service requests and facilitate efficient call routing to our operations, collections, fraud, and IT support teams as well as our third-party weekend/outside of business hours call center support team. Talkdesk's platform for building inbound call handling workflows and IVR is straightforward and easy to use.
- Call handling workflow management
- IVR
- Data analytics
- Integrated Voice over IP which would allow web-based chatbots.
- Voice to text speech recognition capability.
- SMS record of conversation sent to customer and ops teams.
- Increased agent productivity.
- Call handling standardization.
- Operator transparency/quality control/call monitoring/auditing.
Talkdesk customer support is easily accessible. My team has raised queries via either email or via a secure customer support channel available as part of our account setup. On one occasion, we needed some historical reports in a customized format and Talkdesk support provided a timely response alongside a CSV extract in 3 working days which is an excellent turnaround.
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?
I wasn't involved with the selection/purchase process
Did implementation of Talkdesk go as expected?
Yes
Would you buy Talkdesk again?
Yes
Talkdesk Feature Ratings
Using Talkdesk
25 - Customer support, Customer Success, and Collections. These are basically the teams that help with customer onboarding, customer life cycle loan support, and repayments.
2 - Talkdesk was fairly straightforward to integrate with our telephony, interactive voice recognition (IVR) channels. Operations team managed it from business perspective and we had our IT Support team provide technical issues resolution as and when needed.
- Inbound call handling
- Call Monitoring / Quality Control
- IVR / call routing
- Integration with a broader chatbot customer service function
- Data scaping to define frequently asked questions and customer preferences
- Outsourcing
- Expansion into different markets
- Integration with a language translation engine