TechValidate Research on Talkdesk


Talkdesk Case Study

Medium Enterprise Service Provider Company

Introduction

This case study of a medium enterprise service provider 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 handling high volume rapid calls.”

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:
    • Inability to scale
    • A cap on the number of queued calls

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

Results

The surveyed company achieved the following results with Talkdesk:

  • Level of improvement on the following since using Talkdesk:
    • Ability to meet SLAs: 75% or more
    • Agent satisfaction or productivity: 75% or more
    • Handle/resolution improvements: 75% or more
    • Reduced costs: 50%-74%
  • 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: agree
    • With Talkdesk, they’re able to help their customers more efficiently: 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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