Item: Talkdesk
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

I used to be an admin and manage the users within the organization. It was a key part during the covid times as the company I was working for was very linked to the travel industry. I set up a new studio from scratch so we could completely change the way the calls were [re-directed].

Pros and Cons

Customer service
Studio creation
Reporting

Guidance on how to start a studio using the website
Reporting explanation of the variables
Reporting set up

Return on Investment

Reduce caller waiting time by 30%
Reduce number of voice messages during outside business hours
Reduce number of calls by creating voice messages (which was linked to our ticketing system)

Usability

I am giving them an 8 because some of the functionalities were not well explained on their website. However, [they] were properly explained when contacting their customer service.

Implementation Rating

I wasn't involved [at] the beginning of the implementation but when we added new functionalities [it] was very quick and not much tech time was needed.

Exceptional Examples of Talkdesk Support

When trying to create the studio from scratch, I was offered a call directly with their customer support. On the call, the person was extremely dedicated and didn't seem in a rush but willing to help and get the best outcome.

Alternatives Considered

(EOL) Cisco Cloudcenter

Customer service and personalisation

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?

I wasn't involved with the implementation phase

Would you buy Talkdesk again?

Yes

Likelihood to Recommend

Talkdesk is well suited for start-ups companies as it provides an affordable service. Their customer service is really personalised and quick which is nice for small companies as sometimes other providers may consider your account as small and they will not be replying proactively or quickly to the queries. I don't think I would recommend Talkdesk for a big corporation/call center as I previously worked with Cisco in a medium-size call center and it had more functionalities. I think Talkdesk is more for a phone service rather than for a call center service.

Talkdesk - Fully Recommended to SME

Overall Satisfaction with Talkdesk