Talkdesk is an enterprise cloud contact center. They help companies improve their customer service by providing call services. Talkdesk has high grades from reviews but we’ve found a few things that they can improve to become even better.
Why do we say this?
The overall average grade for Talkdesk is pretty good (4,66 / 5). This is the result of most topics being positive, but there are things that Talkdesk can improve. One of these things can be found in the topic “reporting”. This topic has an average grade of 4,52 / 5 which is lower than the overall grade and makes the topic a negative driver. Some customers say that reporting can be a bit difficult and confusing if you don’t know how to do it. They say that it could be more intuitive. This is something that Talkdesk can work on to improve their product and make it easier for their customers.
The topic “calls” is a big one with 35% of the reviews mentioning this topic. On a general note, it’s a positive topic with an average grade of 4,63 / 5. There are however a few minor complaints. Some customers struggle to find specific individual calls. It might be possible to develop the search function further to solve this issue. There are also a few customers who speak about inconsistent call quality. This doesn’t seem to be a huge problem, but we can see that the topic “quality” is a negative driver too, with an average grade of 4,61 / 5. There might be room for improvement to try and get a more consistent high call quality.
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The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on TrustPilot.
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