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 »



659 Customers Surveyed

4,409 Data Points Collected

121 Published TechFacts

5 Published Charts

65 Published Case Studies



Selected Research Highlights


Talkdesk Case Study

Spot On, Inc.

Introduction

This case study of SpotOn, Inc. is based on a November 2021 survey of Talkdesk customers by TechValidate, a 3rd-party research service.

“We are using Talkdesk for all of our support teams, and so far the increased reporting, integration with Salesforce, and ease of use have made running a call center much easier. Highly customizable.”

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
    • Lack of innovation
    • 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:
    • Value for investment
    • Ease of use
    • Ease of customization & administration
    • Integrations with other technologies (e.g., Salesforce, Microsoft, ServiceNow, etc.)
    • Product feature set/functionality
    • 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: 10%-24%
    • Agent satisfaction or productivity: 50%-74%
    • Handle/resolution improvements: 50%-74%
    • Reduced costs: 50%-74%

Talkdesk Customer Research

How do you measure the impact/success of the Talkdesk platform within your organization?

Agent experience (Agent Satisfaction and/ or Productivity)
82%
Ability to meet SLAs
56%
Customer experience (CSAT/NPS improvement)
54%
Cost savings
30%
Increased revenue
13%
Other
10%

Talkdesk Customer Testimonial

We use Talkdesk for all Contact Center and Sales – will be using for desk users in the near future. With quite a few organizations coming together, it’s great to be able to easily integrate everyone into one system.

Customer Service Director or VP, Medium Enterprise Hospitality Company

Talkdesk Customer Research

How has using Talkdesk impacted your day-to-day experience as a CX professional?

Strongly Agree Agree Slightly Agree Disagree
With Talkdesk, I have more information to make better decisions

27%

43%

23%

7%

With Talkdesk, I’m able to help my customers more effectively

18%

55%

23%

4%

With Talkdesk, I’m able to help my customers more efficiently

24%

46%

24%

6%

With Talkdesk, I can connect with customers anytime, anywhere

34%

47%

16%

3%

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

Talkdesk Customer Testimonial

Talkdesk is our central phone system used by all customer facing teams (customer support, account management, sales). It allows us to have multiple phone lines/teams answering customer inquiries throughout the day in the same platform with a variety of routing paths & SLAs. The live dashboard also helps our managers understand the big picture of phone activity and make real time staffing decisions.

Business Operations Director or VP, Small Business Financial Services Company



More to Explore



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.

  Talkdesk Website