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Might have underestimated training and setup needs prior to roll out
What do you like best about the product?
Initial setup as a user was straightforward and UI was simple to understand.
What do you dislike about the product?
Some of the admin setup might be confusing. During our rollout, some voicemails were missed, but that could have been an internal training issue.
What problems is the product solving and how is that benefiting you?
We're using TalkDesk for our company's phone system. Because we're relatively early on in our implementation, we haven't yet realized some of the routing/transfer capabilities (backlog of admin work on our side), but I'm excited to be able to soon.
Recommendations to others considering the product:
Get a plan for your in-house assets prior to launch.
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Explore = big improvement
What do you like best about the product?
Callbar app is very intuitive for agents
What do you dislike about the product?
Unable to log initial agent interaction after transferring calls
What problems is the product solving and how is that benefiting you?
Developing a quality assurance program using the new Explore feature
Great Phone Quality and Amazing tools
What do you like best about the product?
I love that we have all our phone recordings saved so that we can review for quality purposes. Our customers love the call back feature so they don't have to wait on the phone if our agents are not available. it is also very easy to set up our IVR
What do you dislike about the product?
From time to time the calls do drop but it is definitely very minimal .
What problems is the product solving and how is that benefiting you?
Our organizational skills have significantly improved since customers are taken care of in the order of importance AND in the order that they called in
Simple, User Friendly, Nice Integration
What do you like best about the product?
Easy to use interface with straight forward functions
What do you dislike about the product?
Sometimes the integration does not work very well with Sales Force
I also have some gripes unmet expectations for reporting. I find it hard to find simple ways to view times in statuses and would like to be able to know if calls are not being answered.
I also have some gripes unmet expectations for reporting. I find it hard to find simple ways to view times in statuses and would like to be able to know if calls are not being answered.
What problems is the product solving and how is that benefiting you?
Quickly and efficiently handle calls
A reliable service
What do you like best about the product?
I have easy access and control of how I talk to people its great.
What do you dislike about the product?
I guess sometimes i will still get calls every so often even when my status is set to not take calls but it is few and far between.
What problems is the product solving and how is that benefiting you?
Talking with clients and helping them with their issues
Recommendations to others considering the product:
If it seems confusing or overwhelming at first, just carry on and you will pick it up. Its not too hard to use once you get used to it.
Very useful for performance improvement and monitoring
What do you like best about the product?
The ability to monitor the activity of agents has been something that helped us organize ourselves internally and improve our performance. Easy reporting is also something that contributes to have better control over our KPIs - our users are also happy with the features Talkdesk provides, which improved overall user happiness!
What do you dislike about the product?
The way the features are to be used is not always straightforward - support is not always very prompt.
What problems is the product solving and how is that benefiting you?
The high value on our streamlining certain processes, and listening to feedback - one of our main problems that we wanted to solve was the ability to have a live overview over the activity that goes on during each shift so that we could better organize how workforce does staffing and scheduling. Easy reporting is also something we looked into as we are a super data driven company!
Daily Talkdesk User
What do you like best about the product?
The integration with Salesforce makes it easy to log activity on customer accounts.
What do you dislike about the product?
The sound quality is poor. My team has had many issues with dropped calls and failed transfers. When working with Talkdesk Support to resolve these issues, we had a lot of difficulty. Searching for a previous call is clunky in the admin and the search fields are very limited. The hold music is much louder than ringing or speaking volumes and unpleasant.
What problems is the product solving and how is that benefiting you?
Talking to customers for sales. Easy to have a direct line or general line routing to the same user.
talkdesk is very easy to use and very straight forward
What do you like best about the product?
the ease of the app. Every phone call is logged and I like that it links to our Zendesk software.
What do you dislike about the product?
For some reason I am not able to see a full dashboard when I click on reporting, so I am not able to see if clients are waiting in queue
What problems is the product solving and how is that benefiting you?
more efficient system for our customer service team.
Helpful and straight forward but is outdated and glitchy.
What do you like best about the product?
I like how it doesn't take up a lot of space on my screen when it works it's an extremely straight forward and useful tool. To my understanding, the TD service team has been very responsive to my colleagues when they reach out, which I really appreciate and respect.
What do you dislike about the product?
Calls drop often and it's very frustrating. For a while the warm transfer function didn't work which was embarrassing. It made making calls and communicating with prospects very frustrating and confusing. Sometimes my phone rings when my computer is closed and it's scary.
What problems is the product solving and how is that benefiting you?
We aren't really solving any problems with TD besides it being a simple means to reach out to prospects. It's a fine tool but there always seems to be problems with it and a reason to complain.
Recommendations to others considering the product:
Given the review for Talkdesk are the best out of most other venders, I'd suggest going with TD. They are reliable and the support team has been responsive to my managers.
Unreliable, but can do the job
What do you like best about the product?
When it works, it does what it says on the tin. Outbound, inbound and transfer calls can work great. It's connection with Salesforce is more often than not smooth and effective at updating lead records as we need.
What do you dislike about the product?
When it doesn't work, the customer experience suffers greatly. Connectivity, calls dropping, poor line - few the of many rampant issues we've experienced on a regular basis.
What problems is the product solving and how is that benefiting you?
Directing customers to the right resources, products and teams.
Recommendations to others considering the product:
Since I'm not the key decision maker, my recommendation comes from a day to day user point of view. There are stronger technologies out there, but if you can get TD working as it should, it works a treat.
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