Improving team collaboration

What are the best aspects of this product?

The best part about Talkdesk is that it ensures a customer representative is available before the call is transferred. In case there isn't anyone available, the agent currently taking the call can bid more time by entertaining the customer or further investigating on the issues at hand.

What aspects are problematic or could work better?

Talkdesk doesn't allow proactive chats. In case we really need to, we need to link each call to Salesforce which is a very onerous process. Another awful thing is we are not notified if the customer messages us. So we have to regularly monitor our inbox.

What specific problems in your company were solved by this product?

Internal communication among agents has been improved with Talkdesk. We can easily reach out to an agent whose expertise is needed to resolve customer problems.

Are you a current user of this product?

No