Item: Talkdesk
Rating: 9
Author: Armira Bagtas

Use Cases and Deployment Scope

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 and Cons

Communication platform
Business analysis
Customer's sentiments review
Performance review
Call/Chat/Email review from recordings

Limitation on reports for Chat and Email
Delays on incoming chats
No filter option by date and time in chat

Return on Investment

Reduced average handle times
Increased CSAT or NPS score
Increased agent productivity
Increased customer retention rates
Increased contact center generated revenue
Business performance improvement

Usability

This is our main tool in our day to day tasks being in the customer service industry. We use this to communicate with our clients in different channels, whether through phone, chat, or email. This tool is every useful to even interact with co-workers and support the agents with their questions and inquires about a specific customer's concern.

Implementation Rating

I am highly satisfied with this tool, as it gives ease of service. It makes our daily tasks easier, more convenient, and more efficient. We are able to complete all the deliverables in a specific given time, with just a click in the Talkdesk reports. We can review call recordings and chat or email transcripts any time of the day, even from past interactions.

Exceptional Examples of Talkdesk Support

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.

Alternatives Considered

Cisco Finesse

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.

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

Other Software Used

Microsoft Teams, Verint Monet, Microsoft 365 (formerly Office 365)

Likelihood to Recommend

This is well suited for a customer service set up, as the platform is convenient and easy to use for the employees. We get to speak with our clients clearly and at anytime of the time without interruption. I can't think of any scenario that this tool is less appropriate to use, since we always need this with our daily tasks.

Talkdesk is very convenient to use!

Overall Satisfaction with Talkdesk