Item: Talkdesk
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

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.

Pros and Cons

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.)

Return on Investment

Increased CSAT
Reduced average handle times
Increased agent productivity

Usability

Overall Talkdesk is a great software and call system. It has allowed for greater transparency and flexibility for both agents and managers organizationally. We would like to see better agent dashboards in the future and cleaner Salesforce integration. But we have always gotten solid help for either our CSM or Talkdesk Support when we have needed to reach out.

Implementation Rating

Did not participate in implementation.

Exceptional Examples of Talkdesk Support

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.

Alternatives Considered

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.

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?

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

Likelihood to Recommend

Talkdesk is generally great for managing our inbound call volume. We are able to have thorough visibility on agent availability and determine the degree to which we are making use of our resources. Agents are less empowered to be able to monitor there individual performance via a dashboard, as programmed by an admin out of the box. We have also had difficulties identifying occasional issues with the Salesforce integration.

Talkdesk helps keep our SMB competitive

Overall Satisfaction with Talkdesk