Item: Talkdesk
Rating: 8
Author: Fernando Santos

Overall Satisfaction with Talkdesk

Use Cases and Deployment Scope

Talkdesk is used for call routing for up to 10 customer service lines. It's used for customer call routing but also for the calls of internal teams. The studio flow design allows for seamless routing, correctly capturing the call's motive and delivering such calls to agents with the most appropriate skill. Talkdesk was also chosen for its Salesforce integration capabilities.

Pros and Cons

Pros

Call routing by allowing to create the ring groups needed
IVR flow design for its flexibility and allowing us to explore some self-service components
salesforce integration

Cons

reporting component. It's hard to quickly understand the reported design and also some metrics
Biling support always takes too much time to reply
whenever you identify a missign feature the only solution is to publish it on the Talkdesk community and hope it gets enough votes to be noticed

Return on Investment

The Salesforce integration component allowed us to reduce AHT by 10%
with the IVR flow design, we created a callback queue component which gave us an increased satisfaction with the wait time for an answer

Usability

You can start using with minimum training whether you're an agent or a manager. The overall components and functionalities are intuitive and the technical support is great to help guide you through some of the things you need or may not understand. On an Admin perspective the basic configurations aspects are simple to understand and implement

Implementation Rating

The process is somewhat bureaucratic and it's not 100% transparent when it comes to the SOW implementations. There was sometimes a difficulty understanding the hours used and billed regarding the team that was with us. The team was very efficient and available to answer our questions. The project was closed before deadline.

Exceptional Examples of Talkdesk Support

exceptional is an adjective that I wouldn't use for the time being. But the support is fast and responsive

Alternatives Considered

GoContact

it's easier to use, allows for greater scalability, and provides integration with our current CRM

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

Salesforce Experience Cloud, Microsoft SharePoint, MicroStrategy Analytics

Likelihood to Recommend

It's suited when you want to route calls with different priorities, and when your customer service demands agents with different skills. Using the salesforce data dip we can quickly identify the type of client calling and assign a specific team to answer them or give them a higher priority on the waiting queue.

Talkdesk Feature Ratings

Inbound calls
Call routing
Integration with salesforce for data dip and automations

Innovative Uses

Call routing using salesforce data dip
Using studio components for self service improvement

Future Planned Uses

Using Voice IVR

Likelihood to Renew

Talkdesk has been fulfilling our current business needs and offers real possibility of having new features through constant innovation

Evaluating Talkdesk and Competitors

Products Replaced

Yes - Previous product didnt have native integration with our CRM solution

Key Differentiators

Product Features
Product Usability
Product Reputation

Evaluation Lessons Learned

Nothing major worth changing

Comments

Please log in to join the conversation

Flexible tool for great customer service