Great UI, great support and a real difference in performance for our sales team
November 17, 2021

Great UI, great support and a real difference in performance for our sales team

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Talkdesk

Talkdesk is being used across sales, operations, and finance. It's integrated tightly with Salesforce and has been used to improve sales performance in terms of answer times and transparency of actions. We were able to implement and measure lead response times accurately and fire out CRM automation directly from the dialer after a call is finished. This has saved the sales team a bunch of time and we would never go back to our old clunky enterprise VOIP software.
  • Extremely easy to use interface, no reps at all had difficulty with it. Which is rare
  • Integrates with Salesforce processes with clicks, no code needed. Integration is fairly robust, we've had a couple of minor issues but they got fixed quickly
  • Talkdesk needs a good internet connection, when reps have a good network connection it has been super reliable
  • You can't see missed calls or voicemails on the dialer, you have to have a tab open. I know this is a design choice to keep the dialer UI super simple but it would be great to be able to see this
  • Reporting has been improving but the reporting function for calls is slow, clunky, and hard to use
  • Sometimes error messages can be unclear on calls, it may not be obvious to a rep why the number didn't work
  • We reduced significantly the lead created to first call time, down to well under 60mins
  • Our conversion rates on leads improved following the increase in responses
  • The activity level of our reps increased vs beforehand
The dialer is a 10 for usability, I think it's the best design of its type I've seen anywhere, super intuitive. However, the contact center tab that you need to keep open is not amazing. It's not super clear, reps don't really get the voicemail section and it could be much better.
They took me through the implementation and guided us from start to finish. Just make sure to keep a record of everything and project manage yourself while they do also. I felt like there were some outstanding issues at the end, e.g. number porting that they just ignored despite repeated questions on it. Aside from this, they were really great at getting us up and running.
The Talkdesk support team and top-notch, I had loads of support queries at the start and I was firing tickets every day. They were getting back to us super quickly and usually had a quick solution. Really appreciate the support team on this product, well done to all.
We looked at lots of other tools, Aircall seems like they didn't have the infrastructure and I believe they were based in France so there may have been a language barrier there. Vonage seemed to be expensive and be all about the showy marketing rather than the core product. From what I read Talkdesk were pouring money into R&D to improve their product so we went with them

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

Marketo Engage, Distribution Engine ( by NC Squared ), High Velocity Sales
I am 100% likely to recommend Talkdesk as the overall experience has been excellent. That said they should have a license available for internal-facing teams, we still have two phone systems because the license cost for creative, technical, or otherwise non-customer facing teams was the same as for sales, service, etc. But for a sales or support team, I would recommend this every time.

Talkdesk Feature Ratings

Agent dashboard
5
Validate callers
8
Outbound response
4
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
8
Call scripts
10
Call tracking
6
Multichannel integration
7
CRM software integration
8
Inbound call routing
8
Omnichannel inbound routing
5
Recording
10
Quality management
10
Call analytics
4
Historical reporting
4
Live reporting
7
Customer surveys
5