941 Customers Surveyed
6,312 Data Points Collected
128 Published TechFacts
10 Published Charts
65 Published Case Studies
Talkdesk Case Study
This case study of The CE Shop is based on a November 2021 survey of Talkdesk customers by TechValidate, a 3rd-party research service.
“The easier it is for our agents to work, the better and easier they can help our customers.”
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
Improvements since implementing Talkdesk
| 75% or more | 50%-74% | 25% to 49% | 10%-24% | 0 to 10% | |
|---|---|---|---|---|---|
| Ability to meet SLAs |
35% |
24% |
20% |
15% |
6% |
| Customer satisfaction improvement (CSAT, NPS scores) |
26% |
30% |
18% |
14% |
12% |
| Agent satisfaction or productivity |
33% |
33% |
14% |
12% |
8% |
| Handle/Resolution improvements |
21% |
32% |
20% |
15% |
12% |
| Reduced Costs |
10% |
21% |
20% |
25% |
24% |
Talkdesk Customer Satisfaction Rating
An Operations Manager at a medium enterprise service provider company would be very likely to recommend Talkdesk for this reason:
I love Talkdesk! I’ve used multiple systems and this is the best one.
Based on a response of 10 to the question “On a scale of 0-10, how likely would you be to recommend Talkdesk?”
Talkdesk Customer Testimonial
We are using Talkdesk to make and receive customer experience, safety, and billing related calls to our customers and hotel partners. Talkdesk has allowed us to focus all of our efforts on achieving customer success because the system itself is so well designed and stable.
— Contact Center Administrator, Small Business Computer Software Company
Talkdesk Customer Research
Which of these primary customer service & support problems is AI helping you (or will help you) to solve? Please feel free to add your own.
| Improve agent performance |
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| Help agents resolve issues quickly & correctly |
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| Increase customer self-service rate |
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| Identify causes of customer issues |
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| Quickly authenticate and connect customers to agents |
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| Optimize resources against demand |
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| None, not using/evaluating solutions that leverage AI to improve customer service & support / contact center processes at this time |
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| Score interactions at scale |
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| Mitigate the risk of a distributed workforce |
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| Train AI models powering automations in the contact center using agents with domain expertise |
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| Other |
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Talkdesk Case Study
This case study of a medium enterprise healthcare company is based on a November 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 is being used by ACD phone reps in our organization.”
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:
