Find out what your peers are saying about Salesforce, Microsoft, ServiceNow and others in CRM Customer Engagement Centers.
The ROI depends on the context; if I am comparing one application to another, it might be around ten percent, but if it is from manual to a streamlined process, the ROI is much higher—sometimes reaching forty percent for parts return and the first-time fix rate.
Salesforce Service Cloud requires significant maintenance effort to see ROI.
After implementing TalkDesk, we boosted our solution and our workforce to improve our response time.
I have seen a return on investment as efficiency increased when I did not have as many programs open at once.
Unless you have premium support, assistance is restricted.
Salesforce directly does not give you the support, and it is through the partner that you have to go, leading to some time delays.
The customer support is very proactive and helpful 24/7.
I am happy with the support line.
Salesforce Service Cloud is the most advanced in scalability, rating around nine to ten.
I would rate scalability highly because it is scalable, and there are always parts or other improvements.
Nobody can compete with Salesforce Service Cloud's scalability.
We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption.
TalkDesk is very stable; I have not experienced any lagging or downtime.
It could be better in areas such as media; it does not handle media effectively, particularly with pictures and uploads.
Salesforce Service Cloud should focus on simplification.
Configuring Flows in Salesforce Service Cloud is very difficult.
It lacks bulk SMS capabilities.
TalkDesk can be improved by providing real-time alerts into Slack or email besides the new tool within Live, which requires the dashboard to be opened.
Salesforce Service Cloud is expensive.
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
Regarding pricing, I would say Salesforce field service is affordable, but the cost is increasing a little bit.
TalkDesk has been very cost-effective and affordable.
I can easily connect with the customer, have agent AI to directly communicate with them, and customers can create a case without any intervention.
Salesforce Service Cloud improved our organization with its mobile capabilities.
Salesforce Service Cloud offers pre-built packages that are best in class.
TalkDesk has been really helpful in my organization as this tool has reduced average AHT from four minutes to two minutes, CSAT increased over thirty percent, and our QM team evaluates calls twenty percent faster.
The enabled AI agents operate with full context, collaborating seamlessly to resolve complex customer problems with speed, precision, and adaptability.
The main feature for us is reporting and the capability to maintain a strict relationship with our customers.
| Product | Market Share (%) |
|---|---|
| Salesforce Service Cloud | 10.8% |
| Microsoft Dynamics CRM | 13.2% |
| Zendesk | 7.4% |
| Other | 68.6% |
| Product | Market Share (%) |
|---|---|
| TalkDesk | 3.2% |
| Genesys Cloud CX | 13.7% |
| Amazon Connect | 13.2% |
| Other | 69.9% |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 13 |
| Large Enterprise | 25 |
| Company Size | Count |
|---|---|
| Small Business | 5 |
| Midsize Enterprise | 4 |
| Large Enterprise | 6 |
Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.
TalkDesk, an advanced Cloud Contact Center Platform, revolutionizes customer service operations through its omnichannel capabilities. It seamlessly integrates with businesses' internal systems, enabling efficient management of customer interactions across phone, email, SMS, and social media. By identifying existing customers and leveraging custom objects, TalkDesk enhances agent efficiency and automates interaction data integration.
TalkDesk offers a suite of essential features for robust contact center functionality. Queue management, voicemail, click-to-call, call forwarding, local caller ID, and comprehensive analytics ensure efficient query management and improved customer satisfaction.
Additional features to emphasize:
Additionally, TalkDesk's focus extends to quality and workforce management, providing tools for assessing agent performance and recommending improvements. Features like voice and screen recording, time-stamped comments, and gamified metrics offer valuable insights for performance enhancement.
The mobile app Talkdesk Conversations, available for iOS and Android, extends platform functionality for remote teams. It includes call placement, recording, and CRM connectivity features, ensuring uninterrupted customer service. However, the app has garnered limited reviews and ratings on mobile app stores.
In summary, TalkDesk is a comprehensive, AI-enhanced, and highly integrative solution for businesses seeking to optimize customer service and agent management. With its range of features catering to various customer service aspects, TalkDesk is a good contact center platform to consider.
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