Item: Talkdesk
Rating: 6
Author: Verified User

Pros and Cons

Case routing
phone ques
integrating with Service Cloud

Customer Service
AI
Customer SERVICE

Return on Investment

reduced average handle times
increased agent productivity
increased customer satisfaction

Usability

But in terms of tool and product, it's pretty good.

Implementation went well, but it's after the implementation, the support and service is horrible from experience. We use it to integrate with Service Cloud. Our Customer Care team agents use it. It automates many processes but it lacks good customer service. In my opinion, I recommend the company completely redo its customer care as it is absolutely terrible. We also hope they enable the AI features by default rather than make us upgrade and pay extraordinary costs.

AI Impact

Other (Please specify below)

We do not have AI at this time

Alternatives Considered

Salesforce Service Cloud

Talkdesk product is still one of the best. BUt their service is horrible.

Key Insights

Do you think Talkdesk delivers good value for the price?

Are you happy with Talkdesk's feature set?

Yes

Did Talkdesk live up to sales and marketing promises?

Did implementation of Talkdesk go as expected?

Would you buy Talkdesk again?

Other Software Used

Salesforce Service Cloud, SAP Concur, Salesforce Sales Cloud

Likelihood to Recommend

We use it to integrate with Service Cloud. Our Customer Care team agents use it. It automates many processes but it lacks good customer service. I recommend the company completely redo its customer care as it is absolutely terrible. We also hope they enable the AI features by default rather than make us upgrade and pay extraordinary costs.

Product is great, but Customer Service is horrible.

Overall Satisfaction with Talkdesk