Talkdesk is making its way
December 30, 2022
Talkdesk is making its way
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Talkdesk
We use Talkdesk in our virtual environment to provide services to members that call in for medical assistance, across many markets (states) that we serve. We also use Talkdesk to provide outreach to the members served as well. Talkdesk has been very beneficial with reporting and helping us to forecast staffing for future openings in other markets.
- Reporting tracking agents metrics
- Creating Ring groups to better support each department we service
- Provides quick and fast support from the helpdesk
- Easy use
- Transferring of calls, we sometimes have to use interpreters and are not able to disconnect transfers without disconnecting the whole call, which agents have to sit and wait or do callbacks
- Updates to the systems should be sent out to Admins in a timely manner to prepare staff
- Better update for callbar to prevent freezing
- It has increased agent productivity
- Increase in customer satisfaction
- Overall Talkdesk has been very beneficial for the company to help with call control
Yes, we were having issues with reporting. Whenever we ran a report it would be missing so much information, even after following the steps that were provided to us to properly run the reports, we were always getting an error. We reached out to the Talkdesk help desk, and the rep was able to get on a call with us immediately and walk us through step by step and show us shortcuts on how to pull the report. She even stayed on to make sure each person on our admin staff knew how to get to it; it was really cool.
- Zendesk Chat and Textline
Talkdesk provides the voice option which we need to run our business. Talkdesk also has the metric-producing reports we need so that we coach our agents accordingly. They provide excellent support for their programs when there are errors they are able to address immediately. Just seeing the growth and how they listen to the customers and implement the ideas that we put in says a lot and is great.
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?
I wasn't involved with the implementation phase
Would you buy Talkdesk again?
Yes