Item: Talkdesk
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

Talkdesk is used as the main telephony to support customers for the company. This addresses the communication and support to all our customers. Providing the best and real-time customer support is our top priority. Most of the time, customers would rather call than send emails to address their needs. This is what Talkdesk is providing my business, the ability to communicate to customers and address their needs as fast as possible.

Pros and Cons

As a System Admin, Talkdesk has many services that help in giving the best customer service.
I am able to admin agents for my company in an efficient manner and customize permissions given to agents.
There are integrations that are really worth having.

Better status page. The status page is not updated in real-time and it's really a disappointment when agents are flagging that Talkdesk is having an outage and when you check their status page, it's not updated. We create a ticket to flag this on Talkdesk and they are saying that they are aware of the issues.

Return on Investment

Talkdesk impacts our customer service support customers. So far we have good standing in our SLA and support customers.

Usability

Among all the other VOIP and telephony we have seen Talkdesk has the most advanced features so far.

Implementation Rating

The speed is average. What is expected.

Exceptional Examples of Talkdesk Support

I can't really remember any exceptional support.

Alternatives Considered

Zendesk Support Suite, Zendesk Explore, 1Password, Google Authenticator, Google Workspace (formerly G Suite) and Slack

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

Zendesk Support Suite, 1Password, Google Workspace (formerly G Suite)

Likelihood to Recommend

Well-suited scenario is when you want to give the best customer experience to your customers. Talkdesk is easy to use and manage as a system administrator. My agents are able to do their work without having so much hassle.

Less appropriate scenario is trying to schedule your agents. some of them lose access to WFM because the settings on the app is getting unchecked for some reason. There are still glitches with the apps for Talkdesk

Talkdesk as a VOIP

Overall Satisfaction with Talkdesk