Talkdesk
TalkdeskExternal reviews
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Talkdesk Platform
What do you like best about the product?
I like the ease of answering phone calls as well as the ease of using multiple lines to call out from. I also recently had an idea for a feature they could improve - and while we're still in the process of determining whether or not it can be implemented, they took my suggestion, had me send more info and screenshots on exactly how I'd like to see the feature introduced, and made sure the product development team received it. I like how they actually listened!
What do you dislike about the product?
Occasionally (very rare occasions) Talkdesk will flag a call as coming in from one number but it's really a different number. Not frequently, though. We've had very little downtime, but there has been some.
What problems is the product solving and how is that benefiting you?
Talkdesk syncs up well with Salesforce Desk and makes tickets in Desk quickly most times, so information only has to be entered once!
Recommendations to others considering the product:
While I am a user and was not involved in the decision to go with Talkdesk, I would say be sure to compare the integrations with apps and services you use (in our case, integration with Salesforce was a must, for example).
Great service better than landline
What do you like best about the product?
Easy to use and to transfer calls, call recording, and team views.
What do you dislike about the product?
The lag has gotten better but still needs work.
What problems is the product solving and how is that benefiting you?
Reduces the use of landline and IP phones. Cost saving on hardware by not buying physical phones and an online based system.
Recommendations to others considering the product:
Great service get rid of the IP phones and landlines
Great!
What do you like best about the product?
I love the simplicity of TalkDesk. It is extremely easy to use.
What do you dislike about the product?
I don’t like how you can’t see which agent receives the inbound call first.
What problems is the product solving and how is that benefiting you?
It provides simplicity.
TalkDesk review.
What do you like best about the product?
TalkDesk is a great product for organizing a team with several products that need customer service. You can set up the system by phone number and designate agents to certain calls. I love the reporting features to track my teams daily numbers.
What do you dislike about the product?
Calls are sometimes dropped. If assigned to a user that isn't online, the call goes directly as missed. This has affected our missed within business hours numbers if a certain user continually calls a business number.
What problems is the product solving and how is that benefiting you?
I manage an outsourced team that is 12 hours difference. TD reporting features help me manage Service Level by missed calls, answered and abandoned by hour at any time.
Recommendations to others considering the product:
Great basic set up for a phone service to manage a team and provide business insights.
Overall Great Product
What do you like best about the product?
The UI is super clean and very easy to navigate, access to support services is also a positive experience and the team are always on point to help us out. The options for managing calls are also excellent i.e. callbacks.
What do you dislike about the product?
The reporting is basic - some of the views we cannot export to an Excel spreadsheet, also the Live page is very basic and does not allow us the ability to show certain stats on this page (number of calls per agent, etc).
What problems is the product solving and how is that benefiting you?
We use the call center function for our FinOps team as well as for the general Support & Sales structure and having everybody on one system makes it much easier to connect, we also solved high volumes of VMs in busy periods by deploying the callback option, and will soon be implementing IVR for customer payments to be taken.
Pretty Smooth
What do you like best about the product?
The record keeping and simple layout, recordings are easyly reachable
What do you dislike about the product?
sometimes lil buggy, lil too long loading pages, rarely tho
What problems is the product solving and how is that benefiting you?
the business works on talkdesh, contacting clients 24/7 by 1000+ agents.
Talkdesk has improved the quality and productivity of our Contact center.
What do you like best about the product?
It is Easy to use and offer a great range of services/features. Their customer service and level of support is amazing!
What do you dislike about the product?
TD reports could be improved instead of having to connect a third party partner through their app store for this purpose.
What problems is the product solving and how is that benefiting you?
1/ more visibility on our contact center KPI's to make the right business decision.
2/ Provide a better customer experience with the different services offered by TD.
2/ Provide a better customer experience with the different services offered by TD.
TalkDesk for Phone Support
What do you like best about the product?
TalkDesk was one of the easiest solutions we were able to set up in 2017, and looking back we're extremely happy with our choice. After interviewing our agents they continue to rave about the ease of use, how easy it was to actually adopt the product, and how great the integration with Zendesk works!
What do you dislike about the product?
Nothing huge to dislike according to our agents besides the inevitable errors from a web based tool. Those usually fix themselves and everyone can return to their routine.
What problems is the product solving and how is that benefiting you?
Before Nov 2017 we did not have phone support. We knew we wanted to offer this solution for our customers and decided to couple it with a new success program offering which customers pay for. We have 3 different tiers and customers have access to phone support (priority phone support in the higher prices tiers) and sessions with Customer Success Managers. We've had great feedback from customers who enjoy being able to call with customers and it has helped increased our ASP.
Recommendations to others considering the product:
I've really enjoyed working with our CSM at TalkDesk who has kept us up to speed with all the new releases and what is upcoming.
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.
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