Talkdesk
TalkdeskExternal reviews
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The Best Cloud Based Contact Center Ever.
What do you like best about the product?
My favorite thing as an IT manager is the call quality. Our numbers of support cases have gone down significantly due to this alone. Talkdesk app quality is also stratospheric. They provide frequent and consistent updates, and their support is magnificent both responsive and friendly. Talkdesk's IVR studio is a masterpiece.
What do you dislike about the product?
We are in an industry where we need to send and receive faxes occasionally. I know it isn't perfect, but if Talkdesk supported this, we wouldn't need a third-party fax app. That truly is the only legit complaint I can come up with.
What problems is the product solving and how is that benefiting you?
We use Talkdesk to deliver incredible customer support to our customers. The Salesforce integration and intelligent call routing features improve the efficiency of our support agents dramatically.
Constantly Improving Product but Still Needs Improvements
What do you like best about the product?
I like that the product is constantly improving and that they have frequent releases. Talkdesk has 3 releases a year and has been improving their products. Their support team is also responsive and always helpful. Our interactions with our CSM, AE, and different team members have all been great.
What do you dislike about the product?
The product still needs improvements. They have new live dashboards that are great in order to see who is on a call or waiting in a queue, but you can't share them with your team. So each member of your support team will need to either re-create the dashboard or have Talkdesk copy it to their account in order for them to see who's waiting in a queue. The same logic applies to their reports. Talkdesk built a lot of new reporting features and updated their data model, which is great, but you can't share them with other team members. So one manager can have a different dashboard from others.
Additionally, the reporting structure is pretty confusing. My stakeholders and I frequently have questions regarding the validity of the data we're seeing. The actual data is often correct but there are so many ways to pull it and the documentation isn't very clear, that we often have to contact our TAM or the support team for help.
Lastly, how call routing works has caused issues for us. Sometimes how calls are routed even for direct lines can be confusing depending on status.
Additionally, the reporting structure is pretty confusing. My stakeholders and I frequently have questions regarding the validity of the data we're seeing. The actual data is often correct but there are so many ways to pull it and the documentation isn't very clear, that we often have to contact our TAM or the support team for help.
Lastly, how call routing works has caused issues for us. Sometimes how calls are routed even for direct lines can be confusing depending on status.
What problems is the product solving and how is that benefiting you?
We ultimately need a phone system for a support team and to give account managers direct lines.
App does all it promises and customer service is top grade.
What do you like best about the product?
Customer service, easily the best. Have used several similar software yet this takes the helm. Also while allowing me to interact with the interface it makes sure all my call are made at the correct time. It syncs perfectly with salesforce and allows me to take calls with no interference. The calls that come in are of good quality much like the ones that go out and on top of all of that, I can tweak with the outbound ringtone, area codes that I dial out from and just make them all more efficient at maintaining a sense of local call when I call my customers. if that were not enough every single time I came in contact with a customer service rep I was promptly attended to, my issue was treated as a priority and everything was made very easy and simple. When the issue hasn't resolved the guys over at customer service made sure to double-check and worked as a team to make sure my issue was resolved. Overall one of the best dial-out services in the market and with not too many buttons or added features that sometimes complicate things. There are several things that could honestly be better about it but when it comes down to making sure the task is done it greatly syncs perfectly with salesforce and allows me to take calls with no interference. The calls that come in are of good quality much like the ones that go out and on top of all of that, I can tweak with the outbound ringtone, area codes that I dial out from and just make them all more efficient at maintaining a sense of local call when I call my customers. if that were not enough every single time I came in contact with a customer service rep I was promptly attended to, my issue was treated as a priority and everything was made very easy and simple. When the issue hasn't resolved the guys over at customer service made sure to double-check and worked as a team to make sure my issue was resolved. Overall one of the best dial-out services in the market and with not too many buttons or added features that sometimes complicate things. There are several things that could honestly be better about it but when it comes down to making sure the task is done it is greatly.
What do you dislike about the product?
For starters, it doesn't sync with my surround sound USB headset which honestly baffles me, I've tried time and time again to fix this issue and no matter what there is nothing to be done about it, secondly, a few more buttons here and there to personalize the interface would be nice. Nothing major to be honest overall great.
What problems is the product solving and how is that benefiting you?
Very accessible and quick to respond to any issue present as well as you can edit many different aspects of the call mechs with help of customer service. Like i said the customer service is overall amazing.
Recommendations to others considering the product:
A software you can't miss out on trying, it definitely serves its purpose and isn't too heavy on your computer's task which makes it all the more efficient for big teams or even just 1 man shows.
I use TalkDesk professionally in a call center. I have been using this product for approx. 1.5 years
What do you like best about the product?
Calls are very clear and multiple options that cater to the user.
What do you dislike about the product?
Had many disconnects about six months ago after an update. Issue was resolved.
What problems is the product solving and how is that benefiting you?
Helps us connect with out customers and track metrics needed to run our call center.
Recommendations to others considering the product:
This is feature rich software that is predicated on consistency and reliability. Recommended by our call center.
A good platform for contact centers which includes tools for analytics as well as tasks management
What do you like best about the product?
The desktop app is independent of the web browser and displayed on top of most windows.
What do you dislike about the product?
The live dashboard is too heavy to use and fetching reports lag most of the time and results in a crash.
What problems is the product solving and how is that benefiting you?
Good UX for real-time monitoring and analytics. Much more efficient to maintain productivity among agents.
Recommendations to others considering the product:
An efficient tool for contact centres to use.
Great Product
What do you like best about the product?
It's very user-friendly and it has a great layout. Also I love the way the colours are bold and you know which are which.
What do you dislike about the product?
Sometimes it can be laggy and that causes problems with it freezing
What problems is the product solving and how is that benefiting you?
We can clearly see who is taking the calls and who is not. We can also see who is on the longest call as well
Recommendations to others considering the product:
Just with the lag. I wish it was faster some days and it didn't freeze as much as it does.
A great tool for making great calls
What do you like best about the product?
The best part of the tool is the ability to make worldwide calls from our computer.
What do you dislike about the product?
I do not have any concerns about Talkdesk.
What problems is the product solving and how is that benefiting you?
Talkdesk has been very helpful to connect with people around the world and make high quality calls.
Flexible Call-center Tool With Lots of Connectivity Options
What do you like best about the product?
We love the customization in the studio, and the Zendesk integration is great! The reporting features are also helpful for our managers.
What do you dislike about the product?
Limited SMS support, the Callbar app can be a little finicky for our agents. It would also be helpful to have a Salesforce integration that could work in the interface instead of needing the external callbar app to be running to call contacts.
What problems is the product solving and how is that benefiting you?
We're using Talkdesk to provide live phone support to some of our customers. We've really benefited from the Zendesk integration, which has allowed our agents working in Zendesk to field calls from Zendesk and log the results as Zendesk tickets, helping us keep our support reporting in one place and minimize context switching.
Recommendations to others considering the product:
Talkdesk is a great solution for call center/phone support, especially if you're looking to be able to integrate with other platforms such as Salesforce or Zendesk and don't want to leverage development resources. We especially like the 'studio' feature, which has allowed us to customize our workflows without needing much technical expertise on our team.
New Talkdesk Implementation
What do you like best about the product?
Custom Reporting is a must. The best way to combine your analytics and gain key insights into the performance of your agents
What do you dislike about the product?
I'd like to see the search parameters expanded for reference material. Can be tricky to navigate and find what you're seeking.
What problems is the product solving and how is that benefiting you?
Prioritization of calls. We can decide which calls are answered first, in a much easier fashion
Recommendations to others considering the product:
Consider customized reports, ask lots of questions during implementation
Would be amazing, if it worked
What do you like best about the product?
I like the ability to click and dial without having to copy/paste. When I was introduced to Talkdesk through the training videos, I was very impressed with how seemless the design was. It really looked like a simple, but game-changing tool. The training videos themselves were also very easy to understand, go through, and use to learn how to use the app.
What do you dislike about the product?
I could not click and dial off an excel sheet, which is the only document I work out off. In addition, when we reached out to the representative about other issues we were having, they were slow to respond. Overall, we did not receive the best customer service. During the trainings, there were several instances where the product itself did not work. Not only was the trainer having difficulty with it, but once we got to our portion of the training, where we downloaded and worked with talkdesk, it also did not work for us. These experiences did not improve our confidence in the product.
What problems is the product solving and how is that benefiting you?
SinceTalkdesk did not work on excel. As a result, I was not able to use it. Ideally, I would use Talkdesk to get through my list of calls faster. I would also use it to leave a voicemail that is pre-recorded, that way I did not have to repeat myself non-stop on a daily basis. The touch to dial feature and the voicemail drop, would have sped up my work output atleast by 3 times.
Recommendations to others considering the product:
What was helpful for us, it reaching out to other organizations that were currently using Talkdesk to see how they used it. They told us of additional services that Talkdesk had available. It was disappointing not to have heard of these features from the customer service representatives themselves.
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