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Talkdesk - Helpdesk management of the future
Updated July 31, 2023

Talkdesk - Helpdesk management of the future

Vasilios Christides | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

Used as a softphone and by our merchant care/support teams for supporting our product
  • UI is great
  • Support, also great
  • Users love it; easy to use; simple
  • I think documentation could be better, pointing towards using the desktop app
  • increased agent productivity
  • increased customer retention rates
UI and overall product is simple to use and is effective at accomplishing the goals of the company
Talkdesk was transitioning from Callbar to the desktop app and we were not aware of the transition and once on the support call, they very effectively walked us through getting the desktop app deployed through Intune
Not applicable for our organization
We use a combination of Nextiva and Talkdesk. We've found that Nextiva works well for general soft phone usage vs Talkdesk which is best from a support standpoint

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

I believe Talkdesk is best suited for a helpdesk/merchant care type of situation where the different ring groups allow for a seamless experience for both customers and employees

Talkdesk Feature Ratings

9.4
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
9
Warm transfer
10
Predictive dialing
9
Interactive voice response
5
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
8.4
Inbound call routing
8
Omnichannel inbound routing
7
Recording
9
Quality management
9
Call analytics
10
Historical reporting
7
Live reporting
10
Customer surveys
9
Customer interaction analytics
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Talkdesk

56 - Merchant care/Merchant Success/Implementation teams
4 - General IT staff to provide and deprovision different accesses
  • Support for our product
  • Use as a soft phone
  • Inbound sales representatives
  • Inbound sales
  • Soft phone usage
  • Not sure at this time
As I understand it, the price is continuing to climb so we may be forced to use another software

Evaluating Talkdesk and Competitors

  • Cloud Solutions
  • Integration with Other Systems
  • Ease of Use
I believe that the single most important factor in the decision to choose TalkDesk was the price along with the ability to have it meet our business needs
I think we would be more diligent in our contract negotiations to ensure that the price hikes wouldn't be as steep

Talkdesk Implementation

  • Implemented in-house
  • No major issues encountered during implementation

Talkdesk Training

  • No Training
Yes, Talkdesk is fairly easy to use without training

Configuring Talkdesk

I think that the features that can be configured are appropriate for the level of complexity that we need
I do not.
N/A

Talkdesk Support

They are very responsive and are always quick to resolve the issue
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
No, given how easy it is to use Talkdesk we didn't find it necessary

Using Talkdesk

ProsCons
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • The Talkdesk desktop app
  • Making calls
  • Receiving calls
  • Nothing in particular

Talkdesk Reliability

We use Talkdesk across multiple business units and it works seamlessly
Never had an outage or service degradation
Pages and general operations work seamlessly and without issue

Integrating Talkdesk

  • Salesforce
Salesforce is fully integrated into Talkdesk. I was not involved in the integration although I imagine it was fairly simple to set up
  • n/a
I am not aware of any future integration
  • Single Signon
Unsure of how Salesforce was integrated
Talkdesk support is awesome and they can probably help with any issues you encounter

Relationship with Talkdesk

I was not a part of the sales process
I was not a part of the sales process
I was not a part of the sales process
I was not a part of the sales process

Upgrading Talkdesk