Talkdesk® - Customer Service Department of the Year
Company: Talkdesk®
Company Description: Talkdesk® is a global customer experience leader for customer-obsessed companies.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year – Computer Software - 100 or More Employees
Nomination Title: Talkdesk®
Talkdesk CX Services introduces an operating model that merges our industry-leading people, process, technology, and expertise within a customer success outcome framework. CX Services focuses on the successful management of customer experience (CX) services concentrated on delivering efficient and easy cloud implementations with a white-glove approach. https://www.talkdesk.com/cx-services/
CX Services offers a long-term partnership that enables companies to unleash CX excellence beyond the purchasing and implementation phases, ensuring customers attain maximum ROI and realize desired business outcomes.
CX Services focuses on three components:
Strategy: Talkdesk strategy consultants partner with companies to define their business needs and ideal future state, delivering an actionable business plan and well-defined strategy for a successful contact center transformation.
Enablement: Talkdesk enables the people, processes, and technologies to realize a best-in-class CX. This ranges from consulting services—providing contact center and CX thought leadership and best practices—to Talkdesk’s proven implementation methodology delivered by certified professional services teams, including partners in Talkdesk’s Strategic Partner Program.
Success: Talkdesk provides a variety of services to support and enable customers to succeed in their contact center business transformations. From technical account management to training and advisory services, Talkdesk is committed to supporting companies in measuring, managing, and realizing the value of best-in-class CX.
In the first half of 2021 alone, the CX Strategy team supported 209 clients, consulting on 61 engagements and creating 105 business cases, 22 ‘outside looking in’ analyses, 12 value realization analyses, and 6 TCO analyses. In total, these engagements influenced $72.5M USD in pipeline.
The CX Enablement team worked on over 620 professional services projects in the past year and internally improved days-to-deploy by 30%—down to 41 days—compared to the months or years needed for on-premises implementations. Implementations earned a CSAT rating of 4.3/5 from clients.
In 2020, the CX Success team supported and delivered value to our customers, contributing to over 1,300 expansion opportunities and 1.4x Customer Success-managed ARR. Our Support team earned a 97% CSAT, handling 42,000+ tickets, leading to 4,800 calls and 2,500 screenshares. Support achieved 93% first response time SLA and 43% one-touch resolutions.
This past year, CX Services launched additional offerings that further enable Talkdesk to partner with and guide companies through their most pressing CX initiatives.
Premium Support: A VIP option to elevate services even higher.
Optimization Assessments: Operate your contact center at full potential.
Talkdesk Community: By customers, for customers.
Managed Service: Outsource your contact center administration.
A critical element of Talkdesk CX Services’ success is our priority to listen to our customers, with input coming from a composite of sources:
Early access
NPS
Review sites https://www.talkdesk.com/about/customer-reviews/
Community https://www.talkdesk.com/customer-community/
Advisory boards- Executive Customers Boardand Industry Advisory Boards
Product councils
PartnersIndustry influencers
Talkdesk Hackathon. https://www.youtube.com/watch?v=8vdpBO6Whu0
Through its CX Services framework, Talkdesk addresses all stages along the customer journey:
-CX business case and actionable execution plan development.
-White-glove implementation of an end-to-end cloud CX platform.
-Professional services to optimize CX initiatives.
-Customer support for realizing and measuring the value of the CX investment.
Industry analysts identify CX Services as a contributing factor to Talkdesk’s leadership position in the market.
TrustRadius recognized Talkdesk with its 2021 Best of Customer Support Award, based entirely on customer feedback and granted to companies who have gone above and beyond to provide customers with outstanding customer service in the 2020.
In The Forrester Wave™: CCaaS Providers, Q3 2020, Forrester rated Talkdesk 5/5 in Customer Service, even recommending clients to “Shortlist Talkdesk for a navigable solution that scales and has a broad range of capabilities and innovative support services.”
Gartner named Talkdesk a Leader in their 2020 Magic Quadrant for CCaaS, noting that “Talkdesk consistently achieves high scores in Gartner Peer Insights for customer service and support, from the largest volume of Peer Insight references in the CCaaS market.”
Talkdesk receives the most reviews and highest scores across major review sites: G2, Gartner Peer Insights, TrustRadius, and Salesforce AppExchange. For the Winter, Spring, and Summer 2021 G2 reports, Talkdesk had the highest scores and more reports than any other CCaaS provider. For Fall 2021, Talkdesk was positioned in the Leader quadrant of 25 G2 reports, further elevating Talkdesk from other competitors in customer service, innovation, and ease of use.
CX Services overview walks through how Talkdesk supports customers throughout their transformation journey.
New CX Services offerings
Premium Customer Support provides a dedicated Support Engineer—backed by 24x7 service centers—as a single point of contact for escalation management, case trends analysis, and custom training based on ticket patterns and needs.
Optimization Assessments evaluate the overall effectiveness and efficiency of a customer’s Talkdesk solution, including the alignment of the customer’s operations to their desired CX strategy. It ensures customers are maximizing their Talkdesk operations to support their desired business outcomes and engaging in opportunities to enhance their CX business value.
https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/talkdesk-optimization-assessments-datasheet.pdf
Talkdesk Community brings together Talkdesk customers, employees and members of the CX ecosystem to connect, collaborate and celebrate CX innovation and best practices.
https://www.talkdesk.com/customer-community/
Managed Services offer customers outsourced advanced administrative services to act as an extension of a customer's admin team, solve for specific competency gaps, or help them flexibly scale based on market or seasonal demands.
https://www.talkdesk.com/news-and-press/press-releases/talkdesk-managed-services/
Awards and industry recognition
Press release: Talkdesk Earns Three TrustRadius Awards for Customer Support, Feature Set and Usability
Press release: Talkdesk named a Leader by independent research firm for Cloud-Contact-as-a-Service providers
https://www.talkdesk.com/news-and-press/press-releases/talkdesk-named-a-leader-by-independent-research-firm-for-cloud-contact-as-a-service-providers/
Press release: Talkdesk named a Leader in the 2021 Gartner® Magic Quadrant™ for CCaaS
https://www.talkdesk.com/resources/reports/gartner-names-talkdesk-a-leader-in-2020-magic-quadrant-for-ccaas/
PDF: Talkdesk customer reviews
Press release: Talkdesk Ranked #1 in 11 G2 Fall Reports
https://www.talkdesk.com/news-and-press/press-releases/g2-fall-reports-2021/?utm_source=TD+All+9-7-21&;utm_campaign=bfc63a695e-EMAIL_CAMPAIGN_2021_03_30_01_19_COPY_01&utm_medium=email&utm_term=0_2353fcfd1d-bfc63a695e-237394572
Press release: Talkdesk Wins Globee® in the 8th Annual 2021 Sales and Customer Service Excellence Awards
https://www.talkdesk.com/news-and-press/press-releases/talkdesk-wins-globee/
Press release: Talkdesk Wins 2021 Excellence in Customer Service Award from Business Intelligence Group
https://www.talkdesk.com/news-and-press/press-releases/2021-excellence-in-customer-service-award/