TechValidate Research on Talkdesk


Talkdesk Case Study

Join Mosaic

Introduction

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.”

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
    • 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
    • Support/service

Results

The surveyed company achieved the following results with Talkdesk:

  • Level of improvement on the following since using Talkdesk:
    • Customer satisfaction improvement (CSAT, NPS scores): 75% or more
    • Agent satisfaction or productivity: 50%-74%
    • Handle/resolution improvements: 75% or more
    • Reduced costs: 25% to 49%
  • They improved customer satisfaction by 80% since implementing Talkdesk.
  • 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 This Data

This data was sourced directly from verified users of Talkdesk by TechValidate.

TechValidate verifies the identity and organizational affiliation of all participants that contribute to published research data. When research participants so desire, we also guarantee their anonymity so that they may share information honestly and freely.


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