Original Research on Talkdesk

Talkdesk Customer Testimonial

We use Talkdesk daily for outbound and inbound calls. Talkdesk helps to provide a better call experience. There are real-time status updates with calls and surveys etc.

— Keena Walker, Customer Service Representative , Join Mosaic

Talkdesk Customer Testimonial

We use Talkdesk for both inbound and outbound customer support. Talkdesk is pretty simple to get set up and train new staff, which is great.

— Contact Center Manager, Medium Enterprise Computer Software Company

Talkdesk Case Study

Zego (Powered By Pay Lease)

Introduction

This case study of Zego (Powered by PayLease) is based on a December 2021 survey of Talkdesk customers by TechValidate, a 3rd-party research service.

“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 value for money
- Difficult to use
- 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
- Integrations with other technologies (e.g., Salesforce, Microsoft, ServiceNow, etc.)
- Product feature set/functionality
- AI and automation capabilities
- 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: 50%-74%
- customer satisfaction improvement (CSAT, NPS scores): 0 to 10%
- agent satisfaction or productivity: 50%-74%
- handle/resolution improvements: 0 to 10%
- reduced costs: 10%-24%
They improved customer satisfaction by 30% since implementing Talkdesk.

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

Business Challenges Prior to implementing Talkdesk

Poor support/service	43%
Difficult/inability to integrate with other services/systems	42%
Lack of innovation	40%
Inability to scale	29%
Poor value for money	27%
Poor voice quality	27%
Difficult/inability to support hybrid/distributed/remote/WFM model	24%
Difficult to use	23%
Other	19%

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%

Talkdesk Case Study

Medium Enterprise Computer Software Company

Introduction

This case study of a medium enterprise computer software company is based on a November 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.

“As a partner to the business, with Talkdesk I was able to provide a solution that allowed flexibility for the Customer Support workforce to work from anywhere, anytime.”

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 value for money
- Lack of innovation
- Difficult to use
- Difficult/inability to integrate with other services/systems
- 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:
- Value for investment
- Ease of use
- Integrations with other technologies (e.g., Salesforce, Microsoft, ServiceNow, etc.)
- Product feature set/functionality
- Capability to scale
- 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: 50%-74%
- Customer satisfaction improvement (CSAT, NPS scores): 10%-24%
- Agent satisfaction or productivity: 25% to 49%
- Handle/resolution improvements: 25% to 49%
- Reduced costs: 10%-24%

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

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

Zego (Powered By Pay Lease)

Introduction

Challenges

Use Case

Results

Company Profile

About Talkdesk

Medium Enterprise Computer Software Company

Introduction

Challenges

Use Case

Results

Company Profile

About Talkdesk

More to Explore

About Talkdesk