Item: Talkdesk
Rating: 10
Author: Siphelele Nxumalo

Overall Satisfaction with Talkdesk

Use Cases and Deployment Scope

We use it for calls which also records the calls, helping us to be able to refer back to the saved calls if there's information you might have not added to the client's profile you can listen to the recorded call and add the additional information you might have left out. We also receive our quality assurance scores through Talkdesk. We aux for our breaks and lunches using Talkdesk.

Pros and Cons

Pros

Notifying me of my qualify assurance scores
Keeps you updated of the day to day performance of the business
Provides us with an opportunity to grow our knowledge by offering us free training courses

Cons

Notify us when we need to aux on our breaks and lunches
Send out emails to help encourage staff to participate in the Talkdesk academy
I see no other improvement needed

Return on Investment

Helps avoid the high costs of installing onsite systems
Helps identify areas for improvement in service quality.
Helps to improve team efficiency and performance

Usability

Talkdesk has really helped with making work simpler and easier to complete, not only am I happy with how it assists me with getting my work completed in an orderly form but I am able to provide fast and sufficient service to my customers which will result in a better work avenue.

Implementation Rating

Talkdesk requires Wi-Fi speeds upwards of 1 Mbps for voice calls or a network connection and a minimum 4G data signal and this threshold will be enough for efficient use, with the deployment of Talkdesk you can easily integrate with current systems rather than a multi-system platform which can be cost consuming.

AI Impact

Talkdesk Agent Assist
Talkdesk Interaction Analytics

Talkdesk AI has drastically lowered hold times, lowered call rejection volumes, and greatly increased customer satisfaction through analyzing customer data which can help determine marketing messages to ensure maximum engagement, not only that but also increased work performance, helping us complete more work faster yet still being able to maintain good quality work.

Alternatives Considered

Alooma, Webex Contact Center and Voiso

Other Talkdesk competitors offer better solutions for small-scale businesses as it doesn't contain advanced call management features that require extensive software training.

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?

Yes

Did implementation of Talkdesk go as expected?

Yes

Would you buy Talkdesk again?

Yes

Other Software Used

Slack, Tasks for Zendesk

Likelihood to Recommend

It aids organizations in various sectors to perk up customer satisfaction and its substantial benefit is reducing customer support fees/tariffs, where Talkdesk would be less appropriate I am still to discover as there are no less appropriate scenarios I have experienced with Talkdesk. It makes work easier and faster to get done.

Talkdesk Feature Ratings

Comments

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Aunalisa Arellano
(Vendor Representative) commented a year ago
Thank you for your thoughtful review! We’re delighted to hear that Talkdesk is helping you track your quality assurance scores and improve your daily performance. It’s great to know that the call recording feature is making it easier for you to maintain accurate client profiles. We appreciate your feedback regarding notifications for breaks and lunches, as well as suggestions for encouraging participation in Talkdesk Academy. We’re always looking for ways to enhance our communication and support, and your insights will help us in that effort.

Talkdesk, the greatest experience ever