Talkdesk helps keep our SMB competitive
January 24, 2023
Talkdesk helps keep our SMB competitive
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Talkdesk
Talkdesk is used to field all inbound Sales and Support calls as well track performance of these calls. The reporting is used to assess performance of the team and resource requirements. Integrated with Salesforce we manage every customer interaction via Cases and Activities. We are also in the process of leveraging Talkdesk's SMS text feature as a new channel.
- Call queue
- Salesforce integration
- Certain team-level reporting metrics
- Better reporting of individual agents, especially via Dashboards
- Cleaner interface for Salesforce tracking (ability to search/reorder Automations)
- Ability to customer Callbar sound notifications (ringer, hold recording, etc.)
- Increased CSAT
- Reduced average handle times
- Increased agent productivity
With our current new paid user SMS campaign, our CSM and supporting team were able to meet with us same day. In general, our CSM has always gotten back to us quickly, if just to give an estimated time for our issue to be addressed. Support tickets we have submitted for logistical issues such as compliance registration for our numbers have always gotten a response within a day.
We used to use Digium to digitally manage our calls. The web interface for its admin system was pretty stiff and did not allow for much customization or shared access. In these regards Talkdesk excels past our old system. Comparatively Talkdesk has been a delight to work with and adjust as needed.
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?
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