More Features for our Future!
November 20, 2021

More Features for our Future!

Mary Chris | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

Talkdesk is the main tool that we're using for our business. This is where we communicate with our customers on different platforms such as calls, emails, and even on social media. This is an important tool for us as this is where our business is revolving. Very thankful for Talkdesk for making our lives so easy.

Pros

  • Really good in using for comprehensive reporting
  • Love how we can interact with our customers real-time
  • Chat interactions are always on point

Cons

  • can simplify some reporting
  • should help with history data
  • the ability to manage users status in omnichannel
  • it definitely help us manage multiple interactions which is cost efficient
  • the amount of time were saving in searching for historical data
  • it shows Realtime status of an agent
As mentioned, Talkdesk has been our main source or main tool to communicate with our customers. May it be through emails, chats, social media, or calls. This is our way to reach out to our customers with the best quality not just of our customer service but mostly with the quality of the tools we're using.
Talkdesk has been a user-friendly and easy-to-navigate type of tool. We never had any issues with another user in terms of getting used to it. You just have to familiarize yourself with the things that Talkdesk can do and from there, you can efficiently do what needs to be done for your work.
Always! Daily usage of Talkdesk showcases how exceptional report this tool can offer. Aside from the real-time interaction with the customer, we can also see the real-time status of our agents which helps us manage the staffing and the business side of our company. It helps us resolve some behavioral issues through real-time queue management.
Talkdesk has a more comprehensive reporting and way of collecting jobs in one place. We don't need to use multiple tools as Talkdesk is our one place to go! Unlike other tools wherein they only have a specific line of business to offer, Talkdesk is the other way around. You can already have this for customer's calls, email, chat.. and that's for inbound and outbound.

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

Talkdesk is very well suited for customer interaction may it be real-time or not. The performance exceeded our expectations although there are some opportunities and challenges. Compared to the current one we're using which is Talkdesk, it has been better since the last tool that we've been using. Looking forward to more added features in the future.

Talkdesk Feature Ratings

8.8
Agent dashboard
9
Validate callers
10
Outbound response
9
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
9
Predictive dialing
7
Interactive voice response
10
REST APIs
8
Call scripts
9
Call tracking
9
Multichannel integration
8
CRM software integration
8
8.9
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
9
Call analytics
9
Historical reporting
8
Live reporting
8
Customer surveys
8
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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