Item: Talkdesk
Rating: 9
Author: Tyler Neuwirth

Use Cases and Deployment Scope

Talkdesk is our main inbound & outbound phone tree we use for various departments within our organization.

We've used various phone platforms in the past and the largest problem we were having is setting up proper workflows our customers experience when calling in. The Talkdesk application certainly solved this issue we were running into. Their Studio / Flow building was super easy to use and very user-friendly.

My absolute favorite thing with Talkdesk is their Studio Academy. This is what sold us on using your system as it allowed our team to self-service any questions we had without having to call in, set up and appointment to chat with an agent, etc. etc.

We use Talkdesk & Callbar for all our in/outbound call needs across various departments and I'm basically our company's go-to when it comes to setting / modifying items.

Pros and Cons

Studio Academy - We / our team can self learn on how to address our own problems
Studio Building - Very easy to draft up a phone tree and have it operational in hours!
Onboarding - It's so easy to swap seats for Callbar and then run new members through the Academy to understand how to use the system

Studio Builder - Can get messy really fast when building.. I'd love a more free-flow setup. Think something like LucidChart where it's all drag and drop. When I'd finish building our trees, it was VERY hard to show our executives because of how chaotic all the lines looked
I'd love to see some additional integration flexibility, aside from Salesforce. We use Help Scout and the inability of "splitting" created interactions from TD to HS creates a challenge with having a CS team and Sales Team. We have to have all inbound calls go through CS and all outbound go through Sales. Then it's just workflow / transfer city
Creating an API that would refresh the Callbar / browser window would be nice to avoid things timing out if we don't have calls going in/out in 1-2 hours. What will happen is that our status will read "Available" but when a call comes in, it'll push to VM until we go and logout / in to refresh the system

Return on Investment

Reduced hold times with callback feature = better CX
Easy transfer option between teams where we can talk rep-rep first before bringing the caller in = less repeated information the customer has to provide = better CX
Modified call dispositions allows for better call management & organization = less work on our end!

Usability

The largest hangup comes when building out the Studio / Flows.. If it was more drag + drop on an open plane, compared to the current auto-creation, where all I have to do is connect the boxes, it be a solid 10!

As mentioned before, showing a jumbled up flow to an executive team, simply because of the build complexity, makes it that much harder to attain approval. I find myself apologizing for the organized chaos in the beginning of my meetings and that's pretty unacceptable for a product we pay a good amount to use.

Implementation Rating

Really easy to get set up out of the box. Anything I needed to understand further, I was able to just hop into the Academy and self-teach. I could then bring my team-members to those same sections so they could learn as well without me having to put together complicated SOP's / etc.

Exceptional Examples of Talkdesk Support

When we originally switched to Talkdesk, we had someone from your team walk us through the startup process. They helped show us around the interface, got us started building a flow, and setting up our number.

We had a professional phone tree experience in literally a matter of hours! I'm looking forward to more features coming out in the near future!

Alternatives Considered

Dialpad Contact Center, Zoom Phone, 8x8 Contact Center and RingCentral Contact Center

So much more flexibility with Talkdesk when it comes to setting up flows and how I can move members around with seat changes. Then couple that in with the Studio Academy where I can learn how to best use the product and help onboard my team = SOLD! : )

I've used many call center options in the past and Talkdesk is easily been my favorite thus far!

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

Slack, Help Scout, Salesforce CMS

Likelihood to Recommend

Talkdesk is perfect for entry-level teams to get up and running but also could be great for more seasoned teams who want a more robust CX. Being able to have callbacks is a nice feature to have right out of the box as other companies will use that as an up charge.

With how complicated the Studio Builder can get, it's hard to ask a co-worker to go in and modify something as it's not super easy to understand / modify. You delete one section of the flow and all the lines change, making it hard to re-connect the dots and finish what I came in to accomplish

Let's Talk About TalkDesk!

Overall Satisfaction with Talkdesk