Talkdesk is very convenient to use!
Overall Satisfaction with Talkdesk
Talkdesk is being used as a platform to communicate with our customers through call, chat, and email. This is also used by all the departments that we have in Customer Service. It helps with how we make our business and know how customers react with all the products and services that we offer.
Pros
- Communication platform
- Business analysis
- Customer's sentiments review
- Performance review
- Call/Chat/Email review from recordings
Cons
- Limitation on reports for Chat and Email
- Delays on incoming chats
- No filter option by date and time in chat
- Reduced average handle times
- Increased CSAT or NPS score
- Increased agent productivity
- Increased customer retention rates
- Increased contact center generated revenue
- Business performance improvement
It exceptionally supported me when I was doing my analysis with chat handle and email productivity. We can see the handle time of the agents and at the same time see all the numbers of email interactions per tag, so we can distinguish our chat and email driver daily. It also shows how productive the agents are.
There are a lot of limitations and bugs using Cisco Finesse. It is inefficient to use and we found some inaccuracies with the reports. However, on the other hand, Talkdesk functions way better and provides us with more accurate data that we need in our business analysis. This way, we are able to improve the business performance.
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
Comments
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