891 Customers Surveyed
6,036 Data Points Collected
128 Published TechFacts
10 Published Charts
65 Published Case Studies
Talkdesk Customer Research
Business Challenges Prior to implementing Talkdesk
| Poor support/service |
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| Difficult/inability to integrate with other services/systems |
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| Lack of innovation |
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| Inability to scale |
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| Poor value for money |
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| Poor voice quality |
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| Difficult/inability to support hybrid/distributed/remote/WFM model |
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| Difficult to use |
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| Other |
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Talkdesk Case Study
This case study of a medium enterprise media & entertainment 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 use Talkdesk for our customer support lines which we can track NPS and CSAT scores. The ability to customize flows exactly how we want is the best feature.”
The business challenges that led the profiled company to evaluate and ultimately select Talkdesk:
The key features and functionalities of Talkdesk that the surveyed company uses:
The surveyed company achieved the following results with 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) |
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| Easy to implement |
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| Integration with current technology stack |
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| Price |
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| Feature set |
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| Specific use cases (customer experience/support use case vs. marketing/sales) |
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| Low/no code tools |
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| Total cost of ownership |
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| None, not using/planning/evaluating at the present time |
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| Industry-specific use cases (Healthcare, Financial Services Cloud) |
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| Vendor relationship |
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| Natively built AI capabilities in a unified CX/contact center platform (no need for integrations) |
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| Vendor proof points/customer references |
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| AI only vendor |
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| Vendor market leadership |
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| Other |
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Talkdesk Customer Satisfaction Rating
A Sales Operations Manager at a small business wholesale distribution company would be very likely to recommend Talkdesk for this reason:
Best software product to manage and report agent calls.
Based on a response of 10 to the question “On a scale of 0-10, how likely would you be to recommend Talkdesk?”
Talkdesk Case Study
This case study of Join Mosaic is based on a November 2021 survey of Talkdesk customers by TechValidate, a 3rd-party research service.
“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. Talkdesk is already solving numerous issues that we have in the system.”
The business challenges that led the profiled company to evaluate and ultimately select Talkdesk:
The key features and functionalities of Talkdesk that the surveyed company uses:
The surveyed company achieved the following results with Talkdesk:
