The Right Choice- Hands down!
Updated August 16, 2024
The Right Choice- Hands down!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Talkdesk
The Talkdesk implementation project was based around the following business goals and Critical to Quality (CTQs) objectives: [...]'s main focus is on detailed reporting and also providing a good customer experience. We are expecting a reliable service from Talkdesk along with good voice quality leading to improved customer satisfaction.
Pros
- Reporting platform
- Call Quality
- Call recording
- customer care
- implementation assistance
- call flow design assistance
Cons
- ability for voice mails to be received in agents email box
- Agent efficiencies
- improved CSAT scores
- improved NPS scores
- Other (Please specify below)
None at this time. we will in the future
We left Vonage for Talkdesk- we are extremely happy with our decision
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
Talkdesk Feature Ratings
Using Talkdesk
225 - The following team members utilize Talkdesk daily. Customer Service Intake representatives, Billing representatives, QA staff, Supervisors, Executives, Account payables, Warehouse and distribution personnel all using Talkdesk CX Cloud Elevate. Our on the road service technicians currently are using the mobile App to stay connected to our patients and distribution team members.
3 - We currently have 3 staff members how are responsible for supporting Talkdesk, which are Director of Customer Service (IT background) Customer Service Admin, and our IT Data analyst. All had pervious experience with VOIP systems prior to implementation of Talkdesk. Our IT department also provides some basic support to effectively maintain they platfrom.
- Ability to have staff work efficiently in a remote setting
- Ability to record all phone conversations
- Ease of obtaining phone KPI data with automated reports
- Future use of the AI Talkdesk functions
- The system works with mobile device and desktop apps, so users can use it at home, in the office, or on the go.
- Ability for recording calls for our on the road staff members
- Easy of scalability to our current and future needs
- use of integration with our EHR system
- use of the Talkdesk AI to improve team productivity
- use of feedback CSAT scores and NPS
Evaluating Talkdesk and Competitors
Yes - Vonage was previous provider. Call quality complaints from users and customers. Difficulty with obtaining the needed KPI data reports with all of the needed information. Poor customer service and slow with processing service tickets with issues.
- Cloud Solutions
- Scalability
- Integration with Other Systems
- Ease of Use
Talkdesk did a great job showing us how a superior phone system will improve our customer and employee retention and satisfaction. We love how adaptable they system is for our current and future needs. It will be able to grow with us. The custom reporting function, allowing us to obtain all of our need data for KPI, was a game changer for us. The Talkdesk implementation team was absolutely fantastic from discovery to final implementation.
We would not change the process. We reviewed 5 other VOIP providers that allowed us to do side by side comparisons.
Talkdesk Implementation
- Implemented in-house
Change management was a big part of the implementation and was well-handled - Change can often come with cost, either in the form of stress to employee's or the actual financial cost. It was important that we minimize these costs. The use of the Talkdesk academy and knowing the pitfalls of a bad system with the help of Talkdesk we were able to keep these at a minimum.
- Previous vendor was slow with porting of phone #'s
- minor call flow corrections needed to be made
Talkdesk Training
Configuring Talkdesk
You must have a good handle on your existing call flows and system config so that you understand how Talkdesk can assist you in creating a near flawless system.
Yes - we have customized the interface extensively - Due to our previous experience with VOIP systems, we knew what we wanted and what had not worked for us in the past, so customization was fairly simple.
No - we have not done any custom code
Not at this time
Talkdesk Support
| Pros | Cons |
|---|---|
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 |
We did not, due to the experience of our in-house support team.
Using Talkdesk
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Reporting
- Customer Call back function
- Call flow design and implementation
- none so far
Yes - We have found that it works best with 5G connection. we are happy with having all staff on one system and our ability to record phone conversations while our service tech are on the road.
Talkdesk Reliability
Integrating Talkdesk
- None at the moment
we will be integrating into our EHR system sometime in 2025
- Brightree
Yes.
- API (e.g. SOAP or REST)
no
Work closely with your Talkdesk rep. Know your current system and make sure you have requested the porting of phone #'s in time so they are available at time of implementation.
Relationship with Talkdesk
5 year term
They are very fair to deal with.
Upgrading Talkdesk
- have not upgraded yet
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