Item: Talkdesk
Rating: 8
Author: Joshua Stevenson

Use Cases and Deployment Scope

Our company is using TalkDesk for customer support, this has been a great replacement for the past system. We moved from a system that was having a lot of issues due to how call flows ran, the studio tool has made this an easy task to build and work with from a support standpoint. Our users seem to have fewer issues with this system as well.

Pros and Cons

Studio for call flows.
Higher quality calls.
Ease of access to the system.

Images in Omni Channel.
Better structure in Omni Channel.
Integration with Okta to auto build user profiles.

Return on Investment

Reduced average handle times.
Increased customer retention rates.
Ease of use and implementation.

Usability

It's a good product and works well, has all the features you need for ease of access. Has addons to make it better, for analyzing calls, keeping goals, and helping customers. SaaS makes it nice as no prep equipment is needed to use this system, workers are able to stay remote.

Implementation Rating

We had our system up in a few days, the rep who worked with us did a great job making sure all of our questions got answered and that the deployment went smoothly. This also made the go-live date a super easy day as we deployed after hours and had testing done 1 hour after that.

Exceptional Examples of Talkdesk Support

The support has always been great. We had some minor issues at the start due to connection issues TalkDesk provided a tool to ensure that users should be able to test the network to see if any issues would arise this was super helpful when just starting with TalkDesk and make the experience much better.

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

Likelihood to Recommend

For a SaaS phone system, it's great, scalable, and easy to implement. I would recommend for hard to build call flows and for HiTrust compliance. this has been a very important part of why we are using them. If you are looking for text and media phone lines this is not the place to come as the lines they have are not compatible with this service.

TalkDesk what more do you need

Overall Satisfaction with Talkdesk