Long lasting relationship, with customized solutions
December 14, 2023
Long lasting relationship, with customized solutions
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Talkdesk
We use Talkdesk to interact with customers across our customer journey. Not only inbound but outbound as well. We are already using in different departments, such as: sales, marketing, finance, talent acquisition, marketplace. We will have more teams using Talkdesk in the next years, as it will use the capabilities to ensure we are meeting targets across the different teams.
- Live Dashboards
- Real time support
- Account manager
- default reporting
- APIs
- Studio Flow
- Helped to keep track of AHT, we are aiming to keep reducing below 4 minutes
- Tracking the SLAs and enabling us to do the right push to the team
- Tracking the CSATs to allow us to complete our QAs and provide coaching to the team
- Talkdesk Interaction Analytics
Since we opted in to get the APIs from Talkdesk, we managed to create our own dashboards with a third party tool. The negotiation to get this feature was super helpful as it gave us more insights about what we were initially pursuing. Nowdays, we are already looking at finding more solutions along with Talkdesk in order to improve the efficiency of the team while keeping the customer satisfactions
the user experience is better, as the layout and interface is more user friendly and intuitive. With a low support from the engineering we can make a big progress. We also have more autonomy to test new things by following the articles from the help center. Also, it is easier to explain to someone that never used Talkdesk before
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?
I wasn't involved with the implementation phase
Would you buy Talkdesk again?
Yes