Item: Talkdesk
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

The main use is to communicate with all parties involved in our daily operations. We use it to solve customer-related issues, problems with orders, questions about payments, condition of the products, etc. Talkdesk is used each and every day to make hundreds of calls, all of them are recorded and we can review the calls to give feedback when necessary. The recording quality is pretty good and it also allows us to use coaching during the call!

Pros and Cons

Practicality
Searching calls
Coaching during interaction with the customer
Reporting
Phone compatibility

Chrome extension
Routing issues
Monitoring
Service outages

Return on Investment

Reporting
Quality control
Increased productivity
Lower handle times

Usability

From my experience, having used a few different platforms before Talkdesk, it's one of the best available on the market. It offers a lot of useful tools, from reporting to great call recordings and live coaching (which is my favorite tool). Using live coaching you can listen to the conversation agent is having with a customer and you can guide the agent on how to handle the conversation, which is really helpful for everyone! As I mentioned before, it's a really good tool but there is room for improvement, some features need a bit more work, reporting, for example, is decent but could be more intuitive and detailed, Chrome extension, which is used for outbound calls could be better as well.

Implementation Rating

From my knowledge the implementation was really quick and smooth, even though I don't know the exact details of the implementation, it took just a few weeks to have everything set up and running! We did not encounter any issues during the implementation which was a bit surprising considering the previous experiences.

Exceptional Examples of Talkdesk Support

Last year we had an issue with the Talkdesk numbers, we had issues receiving calls from specific partners who had a lot of contacts with us. We contacted Talkdesk to get options on what could be done about the situation. They explained the possibility of a dedicated line and we agreed to implement a dedicated line for this specific partner, which was done in less than 2 days!

Alternatives Considered

Aircall and CloudTalk

First of all, I'd like to point out that the Talkdesk app is working without any issues and the call quality is better than the other competitors I listed. Reporting is similar with Aircall but superior to cloud talk. Coaching was used with Aircall and was on par with Talkdesk, have not used it with cloud talk so can't really compare them. Stability is also on the side of Talkdesk and Aircall. So from my experience, Aircall and Talkdesk are really good but Talkdesk has an edge!

Key Insights

Do you think Talkdesk delivers good value for the price?

Not sure

Are you happy with Talkdesk's feature set?

Yes

Did Talkdesk live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Talkdesk go as expected?

Yes

Would you buy Talkdesk again?

Yes

Other Software Used

Aircall, CloudTalk

Likelihood to Recommend

Talkdesk is great, it's pretty straightforward and easy to install and start using it. For example, for specific cases, you can have a dedicated line where only X person would be calling, which is an amazing tool. As I mentioned it's really easy and during the pandemic it was one of the easiest tools to set up on agents' laptops, just install and start using it, you could also use the mobile app which gives you more flexibility! Of course, there are some downsides as well. For example, we had routing issues, also the downtimes are unexpected and can last for a few hours.

Great platform with a room to improve

Overall Satisfaction with Talkdesk