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Release Notes | September 23, 2021 | Talkdesk Feedback


On Thursday, September 23rd, 2021, we will release Talkdesk Feedback. Feedback helps you to listen to, analyze, and improve the experiences your consumers are having with your brand across channels.

Customers with Pro+ and Enterprise licenses can access Feedback at no additional charge. Reach out to your Customer Success Manager to learn more. 

What’s included

The Talkdesk Feedback application includes the following features:

  • Survey customers in two channels:
    • Replatformed SMS Survey solution to Feedback app in Workspace (formerly Sentiment), with added capabilities:
        • Open comment question.
        • Message customization by number.
        • Expanded Talkdesk number support (not just US numbers).
    • An IVR Survey template, available through the new “Get Feedback” component in Studio.
        • Asks for caller CSAT rating and open comment question.
  • Understand what your callers are saying:
    • The “Live Feedback Stream”, available through the Feedback application in Workspace, allows you to keep your finger on the pulse of what your customers are saying. Access your feedback in real time, and filter for further drill-down.
    • The “Feedback Report” in Reporting allows you to drill down into the details of each survey response, filter, export, and even schedule reports to be pushed to your inbox. 
  • Act on the feedback received:
    • Using the Export API you can automatically pull survey responses into your data warehouse or the BI tool of your choice.
    • CSAT scores are integrated with the upcoming Performance Management solution, helping you to understand agent performance at a glance. 

How to install

If you wish to start using Talkdesk Feedback, please reach out to your Customer Success Manager.

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