Talkdesk
TalkdeskExternal reviews
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As Good as It Gets
What do you like best about the product?
I can count on Talkdesk to get me through calls simply and easily, with no drops or interruptions. It's easy to log a call with our Salesforce integration as well, and see a history of calls. The Salesforce integration is big for me and my team - we don't have to spend time logging calls - instead, we just click a button and the call is there in Salesforce.
What do you dislike about the product?
Occasionally the audio will fail on my end, so I'll end up calling someone only to have them not hear me. I think Talkdesk could fix this by searching for defects with audio hardware such as headphones/microphones. I know this has to be really difficult to build into Talkdesk, though, since there are only a million kinds of headphones/mic sets that users might be using.
What problems is the product solving and how is that benefiting you?
Talkdesk is a really easy interface that is dead simple - I don't have to worry about scrambling through a complicated interface in order to make a call. It's as easy as picking up a phone.
We've realized the benefits of call tracking in Salesforce and the time-saving aspects of this integration have been helpful.
We've realized the benefits of call tracking in Salesforce and the time-saving aspects of this integration have been helpful.
Excellent product that requires further refinement.
What do you like best about the product?
Excellent support and communication from start to finish, all the various abilities to integrate with different technologies and also the ease of using the system from both a back office and user point of view.
From an admin P.O.V the whole system is a piece of cake compared to say your traditional SIP trunk or PBX system which if you have ever used are a complete nightmare and generally the opposite of useful (looking at you Mitel & Panasonic in particular!). There are other systems a bit like Talkdesk in the emerging SaaS phone based market but very few have such an array of integration possibilities and with the imminent release of an API I believe things can only get better in this arena.
From an admin P.O.V the whole system is a piece of cake compared to say your traditional SIP trunk or PBX system which if you have ever used are a complete nightmare and generally the opposite of useful (looking at you Mitel & Panasonic in particular!). There are other systems a bit like Talkdesk in the emerging SaaS phone based market but very few have such an array of integration possibilities and with the imminent release of an API I believe things can only get better in this arena.
What do you dislike about the product?
The system is not fully developed to its full potential, yet, and the future development road map could be better highlighted and organised for clients such as us who have a hectic development schedule to be better prepared.
Callbar which is their Chrome widget that sits aside the browser still needs a lot of work, you can't for instance search for a contact yet and you basically have to copy and paste from the browser rendering Callbar fairly pointless at this point in time.
All in these are really minor criticisms to a system that at its core works as it should.
Callbar which is their Chrome widget that sits aside the browser still needs a lot of work, you can't for instance search for a contact yet and you basically have to copy and paste from the browser rendering Callbar fairly pointless at this point in time.
All in these are really minor criticisms to a system that at its core works as it should.
What problems is the product solving and how is that benefiting you?
With our previous system things were dated and allowed for little improvement in integration with other technologies. Talkdesk is always evolving and will eventually be our main conduit for all customer communication be it via our website or mainline.
Talkdesk is a leap forward in terms of managing account managers and looking at day, weekly & monthly statistics to help the company accomplish its goals more efficiently.
Talkdesk is a leap forward in terms of managing account managers and looking at day, weekly & monthly statistics to help the company accomplish its goals more efficiently.
Recommendations to others considering the product:
Plan ahead what you require exactly as possible and the TD team will help all the way no problem.
Great potential. Never got a chance to gain more hands on
What do you like best about the product?
The ease, integration to current system and free support. Great comms and interface was perfect.
What do you dislike about the product?
Trial period was at a bad time and never got the hands on time I would have liked. No issues or dislikes to TD though.
What problems is the product solving and how is that benefiting you?
No problems as above other than lack of time to fully test it out. Benefits are the report capabilities
Talkdesk is a life saver!
What do you like best about the product?
It's very organized and easy for multiple people to see what is happening in our call center - we needed a dashboard that could help us do everything we needed and Talkdesk is just that! I also find it very simple to create new users!
What do you dislike about the product?
I wish there were two big things -- a mobile app to make and receive calls --- and a way for people to listen to private voicemail. We are hacking the system a little and giving ALL of our employees personal access and ring groups but it would be nice to have them private.
What problems is the product solving and how is that benefiting you?
We have a small support team that works from home a lot (with one member in Europe) and Talkdesk is helping us pull them all together simply!
Recommendations to others considering the product:
I would say go all in! We're like 75% in because we have to route things through our own software but if you can do Talkdesk and the API you'd really be in a good place.
Solved my call center problems
What do you like best about the product?
Talkdesk solved my team's issues with being able to reliably work from home and get call center calls. We were using a traditional phone provider previously that did not allow us to do this.
What do you dislike about the product?
The setup | configuration interface is a little bit confusing initially. I wish they had a standalone desktop app as opposed to living entirely inside the browser or that they would at least find a way to set different sound input/output for td as opposed to other tools being used on the machine.
What problems is the product solving and how is that benefiting you?
Business problems are reliable work from home, office, or remote capabilities for my team who was struggling. The reporting is also really helping us understand more about our callers.
Recommendations to others considering the product:
Use the customization to its full potential, there's a lot they can do!
TalkDesk A+
What do you like best about the product?
For those of you who are unfamiliar with TalkDesk, you can use the product to connect with your customers in real time and increase customer satisfaction and loyalty. If you've ever used any sort of outsourcing for customer interactions, you'll know that it can be pricy and ineffective, but with Talkdesk, you will enjoy all the benefits of enterprise call center software, without all the complexity.
What do you dislike about the product?
It's still a relatively new company, and they're still branding themselves, but I think the company is heading in the right direction. The team there is quick to answer any problems that occur and are very easy to work with.
What problems is the product solving and how is that benefiting you?
We switched from another outsourced company to TalkDesk about a year ago and we've seen a huge increase in customer retention and a decrease in customer complaints.
Recommendations to others considering the product:
They're a great company to work with as they really spend time getting to know your business and your problems with your current vendor. They go out of their way to provide excellent customer service.
TalkDesk Is Pretty Cool
What do you like best about the product?
I love how it records your conversations! This is perfect for training purposes. Before we had to use another software paired with our current software to record conversations. That was a pain and half the time it didn't work. TalkDesk is pretty easy to use and that's awesome for our team :) We have also eliminated our issue of dropped calls!
This product also integrates with our support software and CRM! We use HelpScout and Salesforce.
There support team is great!
This product also integrates with our support software and CRM! We use HelpScout and Salesforce.
There support team is great!
What do you dislike about the product?
The integrations aren't super consistent. Often they couldn't find clients in our CRM or couldn't even connect. This is a bummer as we were looking forward to using the software in tandem to our other softwares.
The recorded messages auto populate into our support software, but don't come over with the clients contact information or any personal information. Our team has to manually find the person who did the call and have them fill out the contact info for who they talked to. This is kind of a pain to our workflow.
The product is also much more expensive than the software we were using.
The recorded messages auto populate into our support software, but don't come over with the clients contact information or any personal information. Our team has to manually find the person who did the call and have them fill out the contact info for who they talked to. This is kind of a pain to our workflow.
The product is also much more expensive than the software we were using.
What problems is the product solving and how is that benefiting you?
We are solving the issue of dropped calls! Our other program would frequently drop calls and during a call have terrible feedback/background noise. Talkdesk has tremendously helped in that area.
We also have training material for new reps on our team. They can review those golden conversations that our veteran team has with clients.
We also have training material for new reps on our team. They can review those golden conversations that our veteran team has with clients.
Recommendations to others considering the product:
Do note that Talkdesk is much more expensive than Ring Central. This is why our team did not full implement the software. The integration aspect is alright, but not yet seamless.
Not sure it is better than Google Voice
What do you like best about the product?
I like that it keeps all of my calls in one place, so I can go listen to my voicemails anywhere
What do you dislike about the product?
If a number is blocked, it will list all blocked calls as being from the same person. You won't know until you try to call it back.
What problems is the product solving and how is that benefiting you?
You can't get Google Voice to give you new phone numbers anymore, but we were able to import our old number from Google Voice to TalkDesk, so we at least kept the same number!
Great call center solution for distributed companies
What do you like best about the product?
The ability for my agents to be able to field calls from any of our offices or even from home. We're a distributed company with offices in multiple locations and Sales agents who work remotely. Talkdesk gives us the flexibility to route calls anywhere my agents are and I don't have to put in the traditional expensive enterprise phone systems.
What do you dislike about the product?
Still lack a few features that a traditional enterprise PBX/IVR system has but it keeps getting better by the day and they're quickly closing those gaps.
Example:
- No skills based routing within a group.
- Ability to make outbound calls when using external phone (only works when making calls via browser)
Example:
- No skills based routing within a group.
- Ability to make outbound calls when using external phone (only works when making calls via browser)
What problems is the product solving and how is that benefiting you?
Needed a cost effective solution for Customer Support Call center and Inbound Sales lines that could handle agents at 4 offices in two countries along with remote workers. We've been able to realize a number of benefits:
- During major snow storms our agents were able field calls from home when unable to safely get to the office.
- During a power outage at one office the other offices were able to absorb the workload so customers did not notice.
- Sales agents can field calls and get voicemails via email when on the road.
- During major snow storms our agents were able field calls from home when unable to safely get to the office.
- During a power outage at one office the other offices were able to absorb the workload so customers did not notice.
- Sales agents can field calls and get voicemails via email when on the road.
Recommendations to others considering the product:
Would definitely recommend it.
Great for integration
What do you like best about the product?
Desk integration and call recording links
What do you dislike about the product?
Reporting and Dashboards need help. Changed made in dashboard are terrible
What problems is the product solving and how is that benefiting you?
CSR time saving with desk integration.
Recommendations to others considering the product:
Know their reporting limitations as well as dashboard limitations
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