Talkdesk
TalkdeskExternal reviews
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Good product that will great in time.
What do you like best about the product?
The IVR setup was very customization, especially when integrating with Salesforce. My background is not in call center setup, but I was able to figure out how to do this.
The call metrics, both historical and live, are instantly available as soon as we turn on.
The call metrics, both historical and live, are instantly available as soon as we turn on.
What do you dislike about the product?
The custom call metric reports are nice, but not easy to if you need to manually change. The reports are very ridged and I eventually decided it was easiest to pull all the call data into excel. I hope future updates make this easier to manipulate.
What problems is the product solving and how is that benefiting you?
We were able to provide our an IVR to our 800 number immediately. Once this was put into place we were able to monitor our departments to find out how improve our service levels across the company.
My executive reporting became much easier with call metrics at my finger tips. We were also able to find individual call center representative metrics, making it easier to improve and coach our staff.
My executive reporting became much easier with call metrics at my finger tips. We were also able to find individual call center representative metrics, making it easier to improve and coach our staff.
Recommendations to others considering the product:
Every month Talkdesk is releasing a ton of new features, and is getting closer and closer to be truly great!
Positive Review
What do you like best about the product?
Talkdesk is very intuitive and easy to use. I really like the Reporting Metrics as it gives me a lot of useful information.
What do you dislike about the product?
Sometimes, it is time-consuming to search for contacts in talk desk as you have to be very specific about the search criteria.
What problems is the product solving and how is that benefiting you?
As a user, I use it for inbound-outbound calls and monitor/review with reporting metrics.
Recommendations to others considering the product:
Would definitely recommend.
Enhancing customer support through Talkdesk
What do you like best about the product?
I like it when I can know where a call is coming from. Numerous calls from one area help to interrogate the delivery of services in the locality
What do you dislike about the product?
I did not like the inability of Talkdesk to compile reports to show the pattern of calls in a given period. This feature would make it easy to know the months or trading periods when the highest or lowest calls were made
What problems is the product solving and how is that benefiting you?
We are solb=ving the problem of having to trace caller information and this has made the response efficient. Secondly, Talkdesk has made the retrieval of calls easy since the interface allows one to view missed calls
Recommendations to others considering the product:
I would recommend Talkdesk particularly if you want to improve the customer experience when they call your business. Its elaborate interface is easy to use and it would only take a couple of weeks before your staff is well-acquainted with its us.
User Friendly
What do you like best about the product?
Is a very simple tool to use and to start with even for starter users with no knowledge about telephony systems. With talkdesk it's possible to adapt to every scenario
What do you dislike about the product?
Real-time tracking
Even knowing that a tool has been evolving I think that the live reporting has room to improve especially to track different queues at the same time.
Even knowing that a tool has been evolving I think that the live reporting has room to improve especially to track different queues at the same time.
What problems is the product solving and how is that benefiting you?
Personalized reporting; simplicity; adjustable to several scenarios.
Regarding Timezone Talkdesk follow correctly the daylight changes minimizing impacts on end clients
Regarding Timezone Talkdesk follow correctly the daylight changes minimizing impacts on end clients
Recommendations to others considering the product:
Easy to Use and adapt to several scenarios.
Talkdesk is great for a call center environment
What do you like best about the product?
I love that Talkdesk is cloud based. As long as you have access to the internet, you have access to Talkdesk.
What do you dislike about the product?
Talkdesk is improving their product rapidly, but some of the features I'm looking for are not expected to come out tell early next year. I am hoping for some improvements in their dashboard customization options.
What problems is the product solving and how is that benefiting you?
We partnered with Talkdesk to help our inside sales and service agents. They needed access to a tool that would integrate well with our CRM. Talkdesk integrates very well.
Recommendations to others considering the product:
I recommend taking a good look at the support you are receiving with your current vendor, and with those you are comparing against Talkdesk. Talkdesk has great support, and in the end, that is one of the most important attributes of any provider.
A great phone system for your support team
What do you like best about the product?
It's super-easy to setup and maintain. We can make changes on the fly and adjust settings to serve our clients better. The automatic queue callback feature is amazing.
What do you dislike about the product?
It's not the cheapest solution out there. Our feature requests aren't always acted upon quickly.
What problems is the product solving and how is that benefiting you?
We use Talkdesk for inbound calls to our customer support team. We have multiple products and have our call groups/queues set up by product. We keep the IVR slim (one option per product) and our customers seem to like how quickly they're able to get to a real agent.
We outgrew 8x8's features and were looking for a more robust call center solution. Talkdesk has been perfect for us.
We outgrew 8x8's features and were looking for a more robust call center solution. Talkdesk has been perfect for us.
TalkDesk Review
What do you like best about the product?
TalkDesk is great for small or start up businesses to funnel calls to the right teams. It can be used to monitor calls and improve agent call quality which help our company. Sometimes escalated calls need to be recorded so we can refer back to them as need be talkdesk is useful here as well.
What do you dislike about the product?
I dislike the fact the sometimes it glitches when trying to fetch data when calls are coming through. Talkdesk does occasionally drop calls occasionally. Talkdesk sometimes has a delay in the line, making it difficult to speak and have conversation with the customer. It does rely on an internet connection, so you must have good speed and bandwidths.
What problems is the product solving and how is that benefiting you?
Managing call volumes, monitoring calls, and funneling calls to the correct avenues. TalkDesk has benefited our business to improve talk times and provide better customer service.
Recommendations to others considering the product:
Sometimes it's glitchy but overall work really well.
Great for our eCommerce business
What do you like best about the product?
-Very user friendly and easy to navigate
-Records all calls
-Good connection (as long as you have good wifi, as any eCommerce company needs)
-We can connect our off-shore agents to the same technology and transfer escalated calls
-Records all calls
-Good connection (as long as you have good wifi, as any eCommerce company needs)
-We can connect our off-shore agents to the same technology and transfer escalated calls
What do you dislike about the product?
-Can drop calls if wifi gets disconnected but this is not often
What problems is the product solving and how is that benefiting you?
TalkDesk has drastically helped us improve our quality assurance efforts, which helps us improve our customer experience through improving the quality of our calls/interactions.
Recommendations to others considering the product:
It is better for us than Five9, worth checking out/comparing
A great resource for any company that makes calls
What do you like best about the product?
I love the auto voice mail feature that Talkdesk provides. This makes making calls to multiple people that much easier.
What do you dislike about the product?
Having the ability to send a text message through Talkdesk would make the program top notch.
What problems is the product solving and how is that benefiting you?
Using Talkdesk has made making calls to leads easy. The auto voicemail feature is effective.
Great for managing external calls
What do you like best about the product?
It was easy to set up and easy to manage. We don't often use the online portal, we just run our 800#s through TalkDesk and then have them forwarded to our cell phones. If we aren't available, we get voicemails left through TD as well. But for our needs, it's quick and easy, and reasonably priced.
What do you dislike about the product?
Not much. Since we don't use the online portal except to make payments, our major interaction with TD is the phone tree and voice mail systems, both of which work just fine.
What problems is the product solving and how is that benefiting you?
Cheapest 800 number management we've found. Reasonable per minute rate, low monthly fee.
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