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Best Company in Innovation and Support
What do you like best about the product?
The application's ease of use; customer service
What do you dislike about the product?
I would like them to add more services such as email and chat features.
What problems is the product solving and how is that benefiting you?
The support our customer support. It is easy for us and our customers.
Recommendations to others considering the product:
This company has it together
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Talkdesk allows our company to seamlessly manage incoming and outbound calls
What do you like best about the product?
Intuitive reporting tools allow Agents to easily track metrics
What do you dislike about the product?
The search feature could be more user-friendly--you have to learn how it works.
What problems is the product solving and how is that benefiting you?
Talkdesk allows our company to seamlessly manage incoming and outbound calls, conveniently centralizing all information generated by our phones system.
TalkDesk Review
What do you like best about the product?
What I like best about TalkDesk is that we have the ability to do a warm transfer from one agent to another rather than just sending the call over to another agent blindly. It's nice being able to talk to another agent to see if they have time to speak with the customer before transferring the call over.
What do you dislike about the product?
One thing I dislike about TalkDesk is the ability to text. Texting is not very easy with TalkDesk because you have to use SalesForce to create a case then you can text, but if a customer texts in, you don't get a notification and have to manually check your case every so often to see if a text has come in.
What problems is the product solving and how is that benefiting you?
TalkDesk has helped our team by being able to work collaboratively on a customer's questions. We can easily add another agent to the call if we need help with a customer's issues.
Recommendations to others considering the product:
I recommend using TalkDesk over other competitors because the call quality is great and if there are any problems, which rarely occurs, their support staff is solving the issue right away. If your company highly relies on texting, I may not recommend TalkDesk because the texting feature is not great. We are using TalkDesk via Salesforce for texting. It works, but is not ideal.
Overall a good use experience, but needs improvements
What do you like best about the product?
The ease of onboarding new agents as well as managing the IVR flows in Studio. Being able to rotate through multiple flows depending on business needs is a great asset to us when we are experiencing outside issues (internet problems etc.)
What do you dislike about the product?
The reporting is very difficult to manage. We have a hard time getting the information we need to filter how we want because every report needs to be downloaded to filter properly instead of being able to manipulate it within their system.
What problems is the product solving and how is that benefiting you?
We are able to change our IVR on the fly and include self-service options with ease, which deflects volume from our agents so they can focus on more difficult inquiries from customers. By solving the low hanging fruit through self-service, we were able to reduce our call volume by 15% in the first few months of implementation.
Recommendations to others considering the product:
Talkdesk offers great support through your CRM. They are willing to go to bat for you and listen to your needs. You will want to make sure reporting will fulfill your needs. Talkdesk is growing rapidly, but they are still small enough to hear what their customers need and act on it. You also could get early access to new products if you are interested in pilot programs.
Great Service
What do you like best about the product?
Easy to use, Easy extensions, good for managaing team
What do you dislike about the product?
UI of site could be improved around admin controls
What problems is the product solving and how is that benefiting you?
SDR accountability
Reliable tool
What do you like best about the product?
Talkdesk provide a variety of solution that can accommodate to mobile business
What do you dislike about the product?
Reporting can be improved. There is a limitation on the information one can have from their reporting tool
What problems is the product solving and how is that benefiting you?
It provides a steady and reliable solution. It does not mandate to have physical phone, and there technical support is very responsive.
Recommendations to others considering the product:
It does not need physical telephony equipment, which reduce installation costs and provide mobility
Talkdesk mobile app
What do you like best about the product?
I really like how I can take and answer calls from the app. It's been very convenient with this pandemic (COVID-19) and working from home.
What do you dislike about the product?
One of the only downsides/negatives is that sometimes the calls will drop or I'll experience call quality issues
What problems is the product solving and how is that benefiting you?
Being able to call customers without having to haul a phone around with me. It's also been nice to take/make calls from my computer
It could be better
What do you like best about the product?
I like the notification when I'm receiving a call.
What do you dislike about the product?
I don't like that it's a web app. If I accidentally close out (which happens often), I don't get notified I'm receiving a call. Also, there's very little customization on preferences. Like there's no way to change the ring tone or how we get notified.
What problems is the product solving and how is that benefiting you?
Not really sure what problems it has helped us solve
Talkdesk Review
What do you like best about the product?
Live Calls display and ability to control delegations for Real Time Reporting
What do you dislike about the product?
Nothing to dislike. Good user-friendly tool that has great reporting capabilities
What problems is the product solving and how is that benefiting you?
Customer calls and live reporting.
There's loads of information to be gleaned!
What do you like best about the product?
I like that we can search any form of information gathered from a customer and review past communications.
What do you dislike about the product?
I dislike the color scheme, could be a little more fun.
What problems is the product solving and how is that benefiting you?
Solving so many communication problems with talkdesk and the benefits come in dollar signs and smiling faces. : )
Recommendations to others considering the product:
We've had a clear idea of internal usage and upkeep of our talkdesk platform. We're proud to use it with as much ease of use! Our company uses Talk Desk for our publishing company call center! It's wonderful to feel connected while we're all at home all over the country. I would highly suggest using this program to any company looking for a polished and intuitive feel while getting all the information you need from co-workers.
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