Item: Talkdesk
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

[Talkdesk] is being used to communicate with clients while troubleshooting their technical issues. We are able to speak directly and clearly with each client. All metrics are also tracked via Talkdesk back-office options which helps keep our staff on track with superior customer service. All calls are archived also which helps with training new staff.

Pros and Cons

Call clarity excellent
Admin options plentiful
calls archived

Occasional dropped calls.
Unstable during week internet connections
more options needed to ID incoming calls

Return on Investment

TalkDesk has definitely reduce average handle times
metric data has helped improve staff performance
metric data helps us better comply with our contracts

Usability

[Talkdesk] software is very intuitive and was easy to learn usage. Training staff to use this software was also very easy to do. When I was first trained on Talkdesk software, I was able to use it efficiently after approx. one hour of training. This was for the basic call center process used for newer users.

Implementation Rating

In my current job, I do not deploy this software however believe that it is well implemented into our system. I believe that there are more in-depth features that we should take better advantage of in the future. This would help improve our call efficiency in the future as needed.

Exceptional Examples of Talkdesk Support

Talkdesk provided excellent support for their product during an outage we had in Sept. 2021. They helped resolve this issue quickly and efficiently with a call for help. Had this not been resolved quickly, we could have potentially had many upset customers. The peace of mind that help was close by was also helpful.

Alternatives Considered

I have not tested any similar products to Talkdesk as I have only been in this industry for a few years. I would be glad to do a future review once I have gained more experience in this industry if the opportunity exists. I believe that Talkdesk is the industry leader.

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

ServiceNow Customer Service Management, Google Hangouts Chat, Google Sheets

Likelihood to Recommend

Talkdesk is well suited for our needs to communicate with our clients with frequent updates. The archived calls are very clear and useful for training scenarios. This is the best software we have used in this field. I have not experienced any less appropriate instances with Talkdesk during my two-plus years of use.

TalkDesk saves the day!

Overall Satisfaction with Talkdesk