Original Research on Talkdesk

Talkdesk Customer Research

What decision criteria were/will be most important to you when evaluating AI solutions to solve customer service & support issues? Please feel free to add your own.

Easy to use (for admins, managers, and agents, no AI experts required)	60%
Easy to implement	56%
Integration with current technology stack	38%
Price	31%
Feature set	27%
Specific use cases (customer experience/support use case vs. marketing/sales)	21%
Low/no code tools	15%
Total cost of ownership	15%
None, not using/planning/evaluating at the present time	11%
Industry-specific use cases (Healthcare, Financial Services Cloud)	9%
Vendor relationship	8%
Natively built AI capabilities in a unified CX/contact center platform (no need for integrations)	7%
Vendor proof points/customer references	4%
AI only vendor	3%
Vendor market leadership	3%
Other	2%

Talkdesk Customer Testimonial

Talkdesk’s efficiency and attention to detail on their end allow us to effectively help customers at a rate that is rapidly becoming the new norm.

— Contact Center Supervisor, Large Enterprise Retail Company

Talkdesk Case Study

Small Business Computer Software Company

Introduction

This case study of a small business computer software company is based on a December 2021 survey of Talkdesk customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“We are using Talkdesk to make and receive customer experience, safety, and billing related calls to our customers and hotel partners. Talkdesk has allowed us to focus all of our efforts on achieving customer success because the system itself is so well designed and stable.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Talkdesk:

The business challenges they were experiencing with their call/contact center software that led them to implement Talkdesk:
- Poor voice quality
- Poor value for money
- Difficult/inability to integrate with other services/systems
- Difficult/inability to support hybrid/distributed/remote/WFM model
- Poor support/service

Use Case

The key features and functionalities of Talkdesk that the surveyed company uses:

The Talkdesk capabilities that were most important to them when evaluating competitive or alternative solutions:
- Call quality
- Ease of use
- Ease of customization & administration
- Support/service

Results

The surveyed company achieved the following results with Talkdesk:

Level of improvement on the following since using Talkdesk:
- Ability to meet SLAs: 25% to 49%
- Customer satisfaction improvement (CSAT, NPS scores): 10%-24%
- Agent satisfaction or productivity: 50%-74%
- Handle/resolution improvements: 0 to 10%
- Reduced costs: 0 to 10%

How using Talkdesk impacts their day-to-day experience as a CX professional:
- With Talkdesk, they have more information to make better decisions: agree
- With Talkdesk, they’re able to help their customers more effectively: strongly agree
- With Talkdesk, they’re able to help their customers more efficiently: strongly agree
- With Talkdesk, they can connect with customers anytime, anywhere: strongly agree

About Talkdesk

Talkdesk is a global customer experience leader for customer-obsessed companies. Our contact center solution provides a better way for businesses and customers to engage with one another. Our speed of innovation and global footprint reflect our commitment to ensure businesses everywhere can deliver better customer experiences through any channel, resulting in higher customer satisfaction, cost savings and profitability. Talkdesk CX Cloud is an end-to-end customer experience solution that combines enterprise scale with consumer simplicity. Over 1,800 innovative companies around the world, including IBM, Acxiom, Trivago, and Fujitsu partner with Talkdesk to deliver a better way to great customer experience.

Learn More:

Talkdesk

Talkdesk Customer Satisfaction Rating

A Business Operations Director or VP at a small business financial services company would be very likely to recommend Talkdesk for this reason:

Talkdesk Case Study

Medium Enterprise Healthcare Company

Introduction

This case study of a medium enterprise healthcare company is based on a December 2021 survey of Talkdesk customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“Talkdesk gives our organization a better way to deliver a great customer experience.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Talkdesk:

The business challenges they were experiencing with their call/contact center software that led them to implement Talkdesk:
- Poor voice quality
- Inability to scale
- Poor support/service

Use Case

The key features and functionalities of Talkdesk that the surveyed company uses:

The Talkdesk capabilities that were most important to them when evaluating competitive or alternative solutions:
- Call quality
- ChromeOS

Results

The surveyed company achieved the following results with Talkdesk:

Level of improvement on the following since using Talkdesk:
- Agent satisfaction or productivity: 75% or more
How using Talkdesk impacts their day-to-day experience as a CX professional:

With Talkdesk, they’re able to help their customers more effectively: strongly agree
With Talkdesk, they’re able to help their customers more efficiently: strongly agree
With Talkdesk, they can connect with customers anytime, anywhere: strongly agree

About Talkdesk

Talkdesk is a global customer experience leader for customer-obsessed companies. Our contact center solution provides a better way for businesses and customers to engage with one another. Our speed of innovation and global footprint reflect our commitment to ensure businesses everywhere can deliver better customer experiences through any channel, resulting in higher customer satisfaction, cost savings and profitability. Talkdesk CX Cloud is an end-to-end customer experience solution that combines enterprise scale with consumer simplicity. Over 1,800 innovative companies around the world, including IBM, Acxiom, Trivago, and Fujitsu partner with Talkdesk to deliver a better way to great customer experience.

Learn More:

Talkdesk

Talkdesk Customer Research

Which of these primary customer service & support problems is AI helping you (or will help you) to solve? Please feel free to add your own.

Improve agent performance	53%
Help agents resolve issues quickly & correctly	45%
Increase customer self-service rate	44%
Identify causes of customer issues	29%
Quickly authenticate and connect customers to agents	21%
Optimize resources against demand	19%
None, not using/evaluating solutions that leverage AI to improve customer service & support / contact center processes at this time	12%
Score interactions at scale	9%
Mitigate the risk of a distributed workforce	6%
Train AI models powering automations in the contact center using agents with domain expertise	4%
Other	2%

TechValidate Research on Talkdesk

These pages present data that TechValidate has sourced via direct research with verified customers and users of Talkdesk. TechValidate stands behind the authenticity of all published data. Learn more »

About TechValidate Research

Selected Research Highlights

Small Business Computer Software Company

Introduction

Challenges

Use Case

Results

Company Profile

About Talkdesk

Medium Enterprise Healthcare Company

Introduction

Challenges

Use Case

Results

Company Profile

About Talkdesk

More to Explore

About Talkdesk