Today’s customers expect to get their questions answered on their own terms through self-service channels. Guide is an AI-powered, self-service knowledge base that helps you level-up your customer self-service while empowering every agent to provide a world-class customer experience.
Put customers where they want to be — in the driver’s seat. Guide uses AI and natural language processing to understand the context of customers’ requests to deliver the most relevant knowledge base content in real time, helping them get their questions answered on their own terms.
A great knowledge base doesn’t just assist customers, it serves your entire organization. Pair Guide with Talkdesk’s Agent Assist to present agents with the most relevant content during a call, guiding them to deliver a more personalized customer experience.
The days of struggling with your difficult-to-maintain knowledge base are over. Guide leverages community-generated content and an intuitive drag-and-drop interface to help you easily create new content, and rich analytics and AI-powered recommendations inform you which existing articles need improving and how.
A simple, drag-and-drop interface makes creating new knowledge base articles a breeze.
Powered by Talkdesk iQ, AI-based recommendations help you optimize your knowledge base articles faster.
Information stored in disparate systems is synthesized by Guide, providing agents and customers the most comprehensive answers to their questions.
Enhance your knowledge base articles by easily collecting and acting upon content feedback from your agents and customers.
Leverage AI to automatically rank and present the most relevant articles based on past interaction history and conversation context.
Talkdesk makes it easy to operate nationwide from a single office space. Our local store teams are able to focus on the people in front of them and our Guest Experience team is able to deliver incredible service from a remote office. Admin and Reporting functionality is top-notch and the support team is always quick to help when we run into a problem.
Talkdesk has made life so much easier! With our recent integration to salesforce, we can now cut down on the amount of documenting we have to do for each account. After a call is placed or received, you can track everything right there and it writes it back to salesforce. There can be a lag on some calls but the pros outweigh the cons!!
Talkdesk has been a great solution for our technical support division! Previously, we were using RingCentral, which just rang all phones at once. The integration with ZenDesk has been super helpful in regards to automatically creating tickets from calls, creating tickets from voicemails, and providing customer information in the tickets once they were added as contacts. The UI of the Callbar is intuitive and very easy to use as well.
After using Talkdesk for over a year as an employee at G4S; I can honestly say that this is the best app I have used to date. I love the features included; which makes everything much better than the average Joe most call centers use. For some or more examples; the Note feature that's included within Talkdesk is very useful; which you don't need to use Word or the Notepad app in order to reserve space. No more saving docs for everyday use within the call center, and definitely reduces clutter between users in the work area. Another feature that I find useful is the Caller ID feature; which users can update during every call. This is very beneficial to G4S when dealing with multiple clients on a daily bases. Two more features that admire are the transfer and conference call feature; which are easy to use when they work, but there are cons between the two. For the conference feature; you're only allowed up to 3 lines per conference which should have more for corporate office and home use. As for the issue with the transfer feature; the calls can get lost in limbo during a blind or warm transfer; which I feel needs a proper patch. Other than those minor cons; Talkdesk is perfect!
Request a free demo and we will help you create your contact center today, complete with CRM integrations and settings configuration.