Digital Channels

Talkdesk Omnichannel empowers you to reach and respond to your customers using their preferred communication

Meet Your Customers Anywhere, Any Time

Talkdesk Omnichannel is an all-in-one digital customer engagement solution that includes communication channels like popular messaging apps, SMS, social, surveys and chatbots.

Engage with Customers in Their Preferred Channel

Offer customers convenient ways to contact your business, and maintain a consistently high level of quality regardless of channel.

  • Engage across all major digital messaging platforms, including SMS, email, chat, WhatsApp, Facebook and many more
  • Use live Web Chat to communicate with your customers in real-time to increase first contact resolution
  • Automatically route social media posts as an inbound contact and prioritize for immediate resolution
  • Build a customized chatbot or integrate with an existing one. Deflect common questions with 24/7 self-service.

Intelligent Routing and Escalation in One Easy Interface

Service customer needs on any communication channel and move seamlessly from one channel to another within a single interaction.

  • Empower your agents to handle customer requests from a variety of digital channels from a single, intuitive interface
  • Leverage flexible pull, push, skills-based or team-based routing models
  • Allow your agents to manage complex issues by staying in lane, elevate or forward

Powerful Insights and Comprehensive Reporting

Stay in the know. Uncover conversations about your products and feed information back to internal teams to help drive product enhancements.

"Challenge your current omnichannel strategy. Forcing customers to “channel swap” or not supporting preferred channels will become antiquated and considered to be rude."

Gartner, INC. The Gartner Customer Service Technology Vendor Guide 2019, 6.27.19

Talkdesk Omnichannel Features

Support Popular Channels

Facebook Messenger
Live Chat

Gain Powerful Insights

Social Listening
Social Answering
Conversation Tracking
Post-interaction Surveys
Proactive Outbound Interactions
Cross-channel Reporting

Meet Evolving Needs

Flexible System
Unified Interface
Flexible Routing
Elevation and Forwarding
Customized Workflows and Channels

Hear Why Our Customers Love Talkdesk

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