Item: Talkdesk
Rating: 8
Author: Larry Weightman

Use Cases and Deployment Scope

At our company, we use Talkdesk to communicate with our customers. One of the best use cases of the product is its ability to integrate with Salesforce. As for scope, we rely heavily on Talkdesk to communicate with customers and disposition call notes to properties as we buy and sell homes.

Pros and Cons

Integrate with Salesforce.
High reliability of call service and audio quality.
Good apps for use with the system.

Features, As Talkdesk is new they are slowly improving the product.
Studios can be complicated via their UI experience.
No Ring Group control gives difficulty in Management.

Return on Investment

The integration with Salesforce has been a great feature for us.
Easy use means less maintenance.
Slowly improving Reporting helps with CSAT.

Usability

For the most part, Talkdesk is easy to use. I do not give a full 10 as Studios, Ring Groups and certain other features are areas for improvement.

Implementation Rating

Works well

Exceptional Examples of Talkdesk Support

Their management as well as their IT staff are usually quick to respond and attempt to resolve issues.

Alternatives Considered

Talkdesk works well and is the current platform used at my place of work.

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

Microsoft 365 (formerly Office 365), Freshservice, Calendly

Likelihood to Recommend

Talkdesk is well suited for good communication and integration with Salesforce. Some scenarios where it is less suited is where you expect certain features and they just aren't there yet. Now with given time they will improve and most likely become a better and better product.

Talkdesk Review

Overall Satisfaction with Talkdesk