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 »



941 Customers Surveyed

6,312 Data Points Collected

128 Published TechFacts

10 Published Charts

65 Published Case Studies



Selected Research Highlights


Talkdesk Case Study

Qualia Labs Inc

Introduction

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

“We use Talkdesk to run our support team call center for ~40 agents.”

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

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
    • Value for investment
    • Ease of customization & administration
    • Integrations with other technologies (e.g., Salesforce, Microsoft, ServiceNow, etc.)
    • Capability to scale

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): 75% or more
    • Agent satisfaction or productivity: 75% or more
    • Handle/resolution improvements: 75% or more
    • Reduced costs: 75% or more

Talkdesk Case Study

Medium Enterprise Professional Services Company

Introduction

This case study of a medium enterprise professional services 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
    • Lack of innovation
    • Difficult to use
    • Difficult/inability to integrate with other services/systems
    • 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:
    • Ease of use
    • Ease of customization & administration
    • 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): 75% or more
    • Agent satisfaction or productivity: 75% or more
    • Handle/resolution improvements: 50%-74%
    • Reduced costs: 25% to 49%
  • How using Talkdesk impacts their day-to-day experience as a CX professional:
    • With Talkdesk, they have more information to make better decisions: strongly 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: agree

Talkdesk Customer Research

Talkdesk Capabilities Most Important (during evaluation of new contact center solution)

Integrations with other technologies (e.g., Salesforce, Microsoft, ServiceNow, etc.)
62%
Ease of use
61%
Ease of customization & administration
60%
Support/Service
58%
Call quality
55%
Product feature set/functionality
48%
Value for investment
45%
Scale
37%
AI and automation capabilities
21%
Other
11%

Talkdesk Customer Testimonial

We use Talkdesk across sales and support teams. Talkdesk allows for flexibility in a remote-first workforce and has enabled us to scale rather easily without much hassle.

IT Director or VP, Medium Enterprise Consumer Services Company

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 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:

Great phone solution for a growing tech startup like us. Works well, has many helpful features, and studio makes routing very flexible as our needs change. Very responsive support team as well – I love that I can call and get someone on the line to answer my questions.



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