Item: Talkdesk
Rating: 9
Author: Waleed Aqdas

Use Cases and Deployment Scope

Talkdesk is a great problem solver for all our calling needs, whether it's Sales, Customer support, back office and etc. Each department is using Talkdesk with individual numbers and satisfying our calling requirements. Sales are used for calling in both markets DACH and the UK. CS manages all inbound and outbound calls via Talkdesk. We have each employee's numbers from Talkdesk and also our back offices.

Pros and Cons

Integration with tools
Routing and workflows
Call quality
Admin panel functionality

Workflows can be more simple
Price point can be more affordable

Return on Investment

Our CSAT score has improved by 30% (now 4.8 out of 5)
Our ticket handling time has reduced by more or less 40 %
Talkdesk also helped us on retention side by reaching out to customer faster and efficiently

Usability

The call quality is great. Talkdesk offers great integration options, all our required systems are integrated into TD natively. It Good reporting dashboard which helps manager track KPIs for the team. Talkdesk has a nicely built app for IOS and Android, which has great functionality. All in all we are really happy with Talkdesk and will recommend it to others.

Implementation Rating

Implementation time could have been less. we were transferred a couple of account managers upon implementation which pushed the project bit further.

Exceptional Examples of Talkdesk Support

We reached out to support asking if they have integration with one of our new CX tools. Support mentioned they do have it at the moment but they will add it to the roadmap. We thought it is just a nice way of saying no like rest of the competitors do. 3 months later support team reached out to us informing us that feature has been added and we are ready to implement that. It was great!

Alternatives Considered

Aircall

Although the call quality was great from Aircall and also good prices lot of the integration is in beta which limits the functionality. During our trial, we were having a hard time getting data transferred to our tools. So we opted for talkdesk and we are pretty happy with our decision

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?

Would you buy Talkdesk again?

Yes

Other Software Used

HubSpot CRM, Shopify Plus, Google Analytics 360

Likelihood to Recommend

All the tools we use eg CRM, CX tool, etc Talkdesk has excellent integration with most of them and has them natively so we do not need to spend additional time, costs, and resources to maintain and build them. The call quality and the Disposition feature are brilliant, which helps a lot in reporting.
Our team also likes the app from TD. very responsive and easy to use with the most functionality.

TalkDesk is all rounder for a calling solution for us

Overall Satisfaction with Talkdesk