Item: Talkdesk
Rating: 8
Author: Diogo Reis

Use Cases and Deployment Scope

In John Paul, Talkdesk is used across all organizations, not just for internal communication but also externally with customers and providers in all contacts. It also helps to manage times, teams, and service levels in our practice. Being a very dynamic tool, it allows us to coordinate the project, teams, and users globally. The biggest issues are related to some breaks on the call bar as well as audio or status quality which most happen near the update dates, before and after. On the other side, the synchronization with our main tool (john Force), despite some isolated breaks of communication with the call bar, makes it possible to export the customers' data automatically and directly to our database, which is awesome.

Pros and Cons

Export contact data
User-friendly Settings
Schedules monitoring
Teams management
Personalized Dashboard

Secure communication
Audio quality stability
Other Apps synchronization

Return on Investment

SLA improvement
Quality management
shedules management

Usability

Because all I exposed before on this review.
We us it for almost everything, with our CRM interface, works fine, with fewer problems than tools we've used before.
So I see there's room to improve but still one of the best tools I've used in this area.
So keep the good work, I'm grateful for this topic.

Implementation Rating

As easy as it can be. The only issue for me is that if we don't do the updates as soon as they are released, the call bar starts to bug a lot.

Exceptional Examples of Talkdesk Support

We do have an international manager for Talkdesk, and he deals more with the support, but for the few times I've interacted with the Portuguese support team, they were just perfect.

Alternatives Considered

1CRM

Don't see much against the CRM we use.
I quiet already explained how we work with it the plus and the downs, so I don't see what I can add more.
Or maybe I didn't understand the question clearly

Key Insights

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?

I wasn't involved with the selection/purchase process

Did implementation of Talkdesk go as expected?

Yes

Would you buy Talkdesk again?

Yes

Other Software Used

1CRM, Built for Teams

Likelihood to Recommend

I think it can be well-used in any company, with 3 or 300 employees. It is so dynamic that we can set it up adapting to every communication need profile. Actually, even if you work alone, you can use it to communicate with your customers or providers. I'm not the most expert even on my company but still haven't seen limits to it. Oh! Almost forgot, the workflows managed by diagrams are also amazing.

don't go, TalkDesk

Overall Satisfaction with Talkdesk