Talkdesk
TalkdeskExternal reviews
2,498 reviews
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From Zero to Hero with Talkdesk
What do you like best about the product?
TD is very inuitive and was well accepted by our agents without hours of training. The implementation was quite easy due to low code / no code, and with the help of TD's customer support, we went through very quickly.
Good integration in the Salesforce Ecosystem as well.
Good integration in the Salesforce Ecosystem as well.
What do you dislike about the product?
The fact, that you cannot create your own report without paying for an extra licence, is not understandable.
What problems is the product solving and how is that benefiting you?
We have now full transparency of all the routings and where problems might occur. The routing itself is now way more tailored to our customers' needs.
Powerful and easy to use tool
What do you like best about the product?
Talkdesk is a powerful tool that we use daily to organize our call centre and support seven different languages. With Talkdesk, you can build flows for different scenarios and upload IVR messages without needing to know how to code. This makes it easy to create different scenarios and activate them when needed, such as during peak times.
We also appreciate the wide range of statistics that Talkdesk provides. Being able to see real-time statistics helps us manage our workflow and allows agents to exercise self-control.
If anything is unclear or if we need any assistance, Talkdesk support is always available and ready to help. We are always pleasantly surprised by how quickly their customer support team responds.
We also appreciate the wide range of statistics that Talkdesk provides. Being able to see real-time statistics helps us manage our workflow and allows agents to exercise self-control.
If anything is unclear or if we need any assistance, Talkdesk support is always available and ready to help. We are always pleasantly surprised by how quickly their customer support team responds.
What do you dislike about the product?
Sometimes, it can be difficult to understand the origin of specific statistical metrics without the ability to customize metrics.
What problems is the product solving and how is that benefiting you?
It allows us to have different flows for the custom needs of each language we support. We have prepared a flow for the main issues, and we can react quickly when the situation occurs. Recorded IVR messages help to deflect a large part of the incoming flow during the peaks.
You will be happy with Talkdesk!
What do you like best about the product?
I love the customer support provided by Talkdesk. You will actually get connected with a live person who will look into your issue or question and provide support right away.
What do you dislike about the product?
One downside about Talkdesk is the AI Model for call transcription - it seems to provide the wrong Language & poor results.
What problems is the product solving and how is that benefiting you?
We enjoy the trascribing of phone calls when it works, it helps. The reporting is nice too.
Reliable and customizable
What do you like best about the product?
Customizability with Studio and Live. Studio allows us to create flows most suited to our company's needs. Live allows everyone working with the platform to see the metrics they need to perform well within the team. Also, customer support is swift to respond.
What do you dislike about the product?
A while ago when we were experiencing issues with the quality of calls, we were disappointed with the lack of solutions provided or action taken from support's side.
The knowledge base is a bit scattered and the search engine is not always providing relevant information.
The knowledge base is a bit scattered and the search engine is not always providing relevant information.
What problems is the product solving and how is that benefiting you?
Talkdesk is a tool used to solve customer support queries via phone.
Exceeded Expectations!
What do you like best about the product?
Implementation went much easier than expected, enabling us to meet our aggressive timeline. Since launching Talkdesk, we've improved our Answer Rate by 4%, which is better than expected. Integrations possabilities seem endless, as we are continuing to find ways that the platform can drive improved customer experience and efficency.
What do you dislike about the product?
Talkdesk provides so much data in the way of default dashboards and reports along with the ability to create customer reporting, but it's a little difficult to navigate.
What problems is the product solving and how is that benefiting you?
Our primary reson for moving to Talkdesk was because of the Workforce Management feature. This tool has enabled us to better manage our staffing, improve our Answer Rate and ultimate book more appoitments leading to increased revenue.
Good Solution
What do you like best about the product?
One of the things that attracted us to Talkdesk was the ability for us to use our IT team to develop our use of the solution over time, without the need for expensive PS work. Talkdesk has a good range of features and is very user-friendly for front-line agents. The support has also been excellent so far.
What do you dislike about the product?
Implementation wasn't quite as smooth as we hoped, although the rarely are
What problems is the product solving and how is that benefiting you?
We are just getting started with the AI aspects of Talkdesk and the benefits it can bring us with intelligent routing. We also plan to integrate digital channels to make use of the omnichannel capabilities
Talkdesk: Powerful automation for customer experience
What do you like best about the product?
Talkdesk is a great, turnkey solution to power our custgomer success center. We route help desk calls through Talkdesk and get lots of infomration back in Salsforce to view and report on. We can create cases based on interactions and measure lots of detail with the Talkdesk integration.
What do you dislike about the product?
There is some one-time setup to get all of the automations working properly with the integration. This took some time, and would love to see more out fo the box solutons here.
What problems is the product solving and how is that benefiting you?
Talkdesk solves the problem of reporting on our KPIs and SLAs for things such as talk and wait time.
Talkdesk is excellent for phone service, but needs to keep innovating.
What do you like best about the product?
It works for taking inbound and outbound calls.
What do you dislike about the product?
I have been a long-time Talkdesk customer and find they keep innovating every year. Sometimes customer service takes a while, and has many departments to reach to resolve problems.
What problems is the product solving and how is that benefiting you?
They help us answer phone calls and make outbound calls.
Great out of the box call center phone management applicatoin
What do you like best about the product?
Easy to use and configure. Also, working with and creating IVR call flows is relativly easy.
What do you dislike about the product?
Using dashboards takes up a license, so make sure you account for that if you want dashboards or wallboards for your call center areas. Reporting could be better. I would love to see the ability to create custom widgets for dashboards rather than the canned ones provided.
What problems is the product solving and how is that benefiting you?
Helps route calls to the appropriate teams and allows easier taking of calls within the Help Desk.
Good tool, opportunities to be reviewed
What do you like best about the product?
I like how practic it is, most of the time we have great audio, it's easy to finish and categorize a call, great reporting tool and dashboards.
What do you dislike about the product?
Sometimes we struggle with statuses, specifically ANA, TS is good but sometimes it doesn't fix the issues, I just want to understand if this is due internet connection matters or how can we solve that issue from root cause.
What problems is the product solving and how is that benefiting you?
It's solving our needs to have a good tool for our customers and agents to use, we synch with SF and it works great,
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