Talkdesk
TalkdeskExternal reviews
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TalkDesk Review
What do you like best about the product?
I like that with TalkDesk, I can see caller ID and can transfer calls to other ring groups very quickly. I also like that I am able to connect with our customers, reservists, quickly and easily. TalkDesk is also very useful when it comes to our business system and how we recruit for our positions. For example, it allows us to see how many callers we have in queue.
What do you dislike about the product?
Sometimes caller ID can be incorrect, or calls keep disconnecting when trying to answer. We have also experienced some situations in which we were not receiving calls properly or people were calling in but we were not receiving the calls, they were just stuck in the queue.
What problems is the product solving and how is that benefiting you?
We use TalkDesk at my company to connect with our customers, which we call reservists. Our primary focus for using TalkDesk is to provide the best customer service possible to our reservists. TalkDesk is used in a wide variety of ways in our company. It is used to recuit reservists, to call and make connections, answer any questions or concerns they may have. Our company is 24/7 so TalkDesk is relied on heavily and used at all times by our employees. We use TalkDesk to also connect with different departments internally. The ring group feature is handy in this aspect as it makes it very accessible in order to transfer calls over to another department if needed. This makes being able to transfer our resrvists to the correct people much more efficiently as well.
Recommendations to others considering the product:
For anyone looking to use TalkDesk as a service, I would highly recommend it. The use of the software is very straightforward, efficient, and user-friendly. They even provide step-by-step videos online to take you through how easy TalkDesk is to use.
TalkDesk helped us transform our Customer Relations Department into an agile, fully remote team.
What do you like best about the product?
The Callbar and Integration with Salesforce.
What do you dislike about the product?
Reporting interface could be more intuitive.
What problems is the product solving and how is that benefiting you?
TalkDesk helps us improve our customer experience when we are unfortunately on a wait. Estimated wait times and queue-to-callback help us maintain a good CX. Ability to route calls into queues easily and update/customize the flow easily in Studio.
Recommendations to others considering the product:
I would give them a look. We were able to get essentially everything we were looking for and at a price way lower than the competitors
Talkdesk Review
What do you like best about the product?
I like that it is connected to a computer & does not require a utilization of a desktop phone.
What do you dislike about the product?
That it disconnects too often & too easily. I also dislike that it will go silent on both ends sometimes & have to be reset.
What problems is the product solving and how is that benefiting you?
The benefits I have noticed are that it is easy to open & log into. It's beneficial to be able to utilize bluetooth microphone & headset.
Talkdesk is way more convenient than using a regular office phone. Makes more sense!
What do you like best about the product?
I love that it is on the computer; you're looking at the screen anyway, so it's great. Easy to use, always there and makes life easier.
What do you dislike about the product?
There are not many bad things I have to say about Talkdesk. The only thing I would change the sound it has when it rings. Maybe having other options for the sound or tone of the ring would make it more comfortable to listen to all day. It has been easy to use and it was a quick learning process. The sound was really the only thing that bothered me besides not being able to change to away our out of office when multiple calls are coming in. The calls keep popping up and you have to reject calls in order to get a break in between the ringing. Those are really the only two complaints I have. Oh, and cordless headphones. But that's the users choice, not Talkdesk. Other than that, I think it's been a great update to our office.
What problems is the product solving and how is that benefiting you?
Lots of customer service. It's a smoother process of transferring calls within the office. With a regular phone, buttons were hit on mistake and calls were often dropped. Talkdesk is more user friendly and is a much smoother process to empliment in the office. Talkdesk is easy to understand and has it's own training videos which help tremendiously when learning a new process. The benefits of using talk dest are the convenience, it's user friendly and will always be updated. Unlike a regular office phone.
Recommendations to others considering the product:
Make sure to watch the training videos, and you will be good to go. It's easy to use. Highly recommend it for an office setting; no more holding the phone to your shoulder to type.
Talkdesk Review 2021
What do you like best about the product?
I enjoy how organized talkdesk is for its users and how easy the site is to navigate.
What do you dislike about the product?
I don't like that transfers aren't taken into account for talkdesk metrics. My metrics at the end of the day may not reflect the level of work that I put in because I had to speak with someone for ten minutes before I realized that I may need to escalate the situation and transfer them to a supervisor. Our metrics are so heavily viewed in this company that the metrics must be accurate.
What problems is the product solving and how is that benefiting you?
There is a way to have different phone lines for multiple projects. That has made work more convenient as we try to balance multiple projects that multiple people may or may not be assigned to. Even down to capping off how many callers can enter the queue based on the size of a project.
Recommendations to others considering the product:
I would recommend adding video calls and a chat for internal purposes; it would be cool if everything were in the same place. It would also be nice to send out texts using talkdesk. We use Microsoft teams a lot and I would not mind if we slowly started to phase our communication out of teams and onto talkdesk. Talk desk has a really nice tutorial academy set but I would recommend a tutorial that also includes those less used functions so that they can be put to use. I use 20% of what talkdesk is capable of because that's all that I know of or have received training on.
Love the Live Legacy Dashboard!
What do you like best about the product?
There are too many things. The legacy version of Talk-Desk allows us to see who is actively working, who is busy and on a call, how many callers we have, how many are on hold and waiting, and allows us to track and adjust each of the phone lines that we have. I absolutely love Talk-Desk and all the different features we are able to use. This product makes our line of work-Emergency response-so much easier.
What do you dislike about the product?
I dislike the new update-the live dashboard that aired on 6.19.21. The Legacy version, is much more user-friendly. It is a little difficult to follow in the new version. I feel like with the new version, you have to look at many more places to figure out your statistics. I understand the new version should allow more settings and adjustments, however; the older, simpler version was much more manageable. It truly worked for our company and honestly we still try to use the older version as much as we can for viewing statistics.
What problems is the product solving and how is that benefiting you?
It has been slow to load lately. Moving in between screens since the new update has delayed the efficiency of using TalkDesk. The new live version is very confusing to follow along with. We have struggled to find different statistics that we had on the Legacy version. We like to see the who is available on what line as a visual instead of having to actually read through a variety of reports to figure that out. The old version this was much easier with.
Recommendations to others considering the product:
I love Talk-Desk. I have worked in various other call centers over the years, and Talk-Desk has been the most efficient software I have used.
Very efficient system
What do you like best about the product?
What I like best is the warm transfer option.
What do you dislike about the product?
What I dislike is that cold transfer option. More so when someone doesn't use it correctly.
What problems is the product solving and how is that benefiting you?
I'm saving the contacts. It makes it easier to identify my staff.
Recommendations to others considering the product:
Use it & all of its features. They are all very beneficial!
Great for business and even small companies. A reliable and easy to use communication system!
What do you like best about the product?
How easy it is to use. The simplicity of it makes hard job 10x easier.
What do you dislike about the product?
Crashing issues often disconnect from wifi or central system but are always quickly resolved.
What problems is the product solving and how is that benefiting you?
If I quickly notice an issue and report it, talk desk will quickly scramble to fix any bugs.
I love it SOOOOOOOO much!!!
What do you like best about the product?
I am not dealing with TPX. I also love that all our calls our recorded and monitored!!!!
What do you dislike about the product?
See above. The calls do drop a lot more than than you say they do.
What problems is the product solving and how is that benefiting you?
Our calls are recorded so people can't lie, saying we promised them false information.
Recommendations to others considering the product:
I would recommend making sure they take a look at all of the different ways to use Talkdesk to benefit their companies- there are a lot of different benefits that I didn't know about until months after we had been using it as a company.
Its ok, but with some limitations
What do you like best about the product?
Reporting is robust and has options for multiple views (pdf, CSV, graph). Many customizable dashboards witch makes viewing every aspect of your call center much more manageable. I like that the Talkdesk Callbar is not built into your browser also. I also appreciate their training and knowledge base. We can also use test-to-speech for our IVR.
What do you dislike about the product?
We continuously need to update the IVR message, and the ones who do it need Admin rights. Not comfortable with giving half the Team admin rights and modifying the Studio. I wish there were a way to update this message outside of needing Admin rights. Possibly make the roles and permissions more specif. There are also conflicts with legacy features and newer features that do not overlap.
What problems is the product solving and how is that benefiting you?
We used to have an issue with missed calls. Since Talkdesk logs the agent out if they miss calls, calls do not continue to go to them to get ignored. Much better reporting than our last provider helps us get the data we need to make substantial changes.
Recommendations to others considering the product:
Everything is pretty easy to set up. Just follow the implementation guide, and you will be all set.
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