Item: Talkdesk
Rating: 10
Author: Mariana Lopez

Use Cases and Deployment Scope

I use TalkDesk 5 days a week, taking anywhere from 50-100 calls. With 2-3 hours of talk time. I love the ability to navigate TalkDesk so smoothly, especially while on the call. The setting that I use most on [the] daily are right at the screen that I see when on a call, making it super easy to stay on the conversation while navigating TalkDesk. Without TalkDesk, I would not be able to do my job as efficiently!

Pros and Cons

Providing the keypad as the main screen, and being able to use it as you would as a regular phone.
Being able to navigate the app so easily and quickly
Being able to call back the person you were just on the phone with without having to look up their information is a huge plus

I would say being able to troubleshoot. Like calling your own line from TalkDesk.

Return on Investment

TalkDesk has definitely increased agent productivity, by allowing the agent to maneuver the app as quickly and easily as possible. This makes the agent stress less, and stay on task, in a time-efficient manner.

Usability

TalkDesk is awesome in the way that it makes everyday use so simple. The goal while on a call is to stay on task and do it as efficiently as possible while maintaining speed and accuracy. Talkdesk is a system that assists in making all this possible with its user-friendly interface, easy-to-read characters, and Callbar being the best part of it all. It is easy to understand for even the most inexperienced users. It makes my day easier overall.

Implementation Rating

Yes, the simplicity in everyday use it provides makes every day run very smoothly. Making outbound calls/inbound is very easy to do when you have an app doing the hard work for you. TalkDesk definitely does its job in assisting in the day-to-day task of communicating with customers/clients efficiently.

Exceptional Examples of Talkdesk Support

When we are doing activations/deployments and if the app would crash while getting thousands of calls, we would reach out to TalkDesk for support and they assisted us in getting everything back up and running smoothly in no time. This was essential in making sure our customers were satisfied with our customer service.

Alternatives Considered

Stella Connect and by Medallia

I have used Stella Connect in the past and found that honestly, TalkDesk has definitely worked better for me overall. TalkDesk has so many more features and important aspects to it that make it the app to go to. Honestly, the customer support, efficiency, and simplicity of the app make day-to-day use so delightful!

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

Stella Connect, by Medallia

Likelihood to Recommend

TalkDesk is perfect for everyday use, it is a huge plus especially when you are making several calls a day, and are wanting a simple, app to use in a fast-paced setting. The only thing that I would change would be adding a feature to where you can put yourself on break while you're on a call so that you don't have to deny calls when you're off a call and can not take any more calls.

Talkdesk is the go to for communication efficiency!

Overall Satisfaction with Talkdesk