Talkdesk for a better customer experience
November 14, 2021

Talkdesk for a better customer experience

michel nialon | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

Talkdesk is used for customer support (B2C) for pay and display machines payment application for France and Netherland. It aims to help end-users with the payment of fees, subscriptions, and day-to-day issues. IVR (Interactive Voice Response) is used first to establish a first diagnostic and then forwarded to available agents.

Pros

  • Customization of customers welcome message
  • Automatic dispatch to available agents
  • Recording of conversations with customers
  • Dashboard of activity
  • Graphical design (Flow) of interaction with the customer
  • Management of open/closed hours

Cons

  • Possibility to backup and restore configuration
  • Configuration of integration with Salesforce can be improved
  • Callbar connection stabilization
  • Optimization of response time to customer
  • Better reporting of activity
  • Analysis of availability level
Customization offers great possibility but can still be improved. Adaptation to agents needs can be easily be implemented Integration with Customer Relationship Management (Saleforce) improves the day to day use.
No particular problem during the deployment. User rapidly adopted the solution. However some problem of stability with the integration with Salesforce were encountered.
I had different questions about the configuration of the application. This was mainly about missing or upcoming features but I have to admit the answer from support was efficient and adapted.
No other product evaluated

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

- automatic dispatch to available agents
- available reports can be optimized and enhanced

Talkdesk Feature Ratings

7.8
Agent dashboard
8
Validate callers
6
Outbound response
8
Call forwarding
10
Click-to-call (CTC)
8
Warm transfer
9
Predictive dialing
7
Interactive voice response
9
REST APIs
5
Call scripts
5
Call tracking
8
Multichannel integration
9
CRM software integration
9
7.0
Inbound call routing
8
Omnichannel inbound routing
7
Recording
9
Quality management
6
Call analytics
6
Historical reporting
6
Live reporting
9
Customer surveys
6
Customer interaction analytics
6
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Talkdesk

5 - Customer support
1 - Basic knowledge about programming (for the flow configuration) IT competencies
  • customer support
  • B2C support
  • End user support

Evaluating Talkdesk and Competitors

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