TechValidate Research on Talkdesk

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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.

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“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%

Company Profile

Company:
SpotOn, Inc.

Company Size:
Small Business

Industry:
Computer Software

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

Source: Daniel Smith, Operations Manager, SpotOn, Inc.
Validated
  Published: Mar. 21, 2022   TVID: 08A-CF2-BCC




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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