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As a Talkdesk customer, I have been very pleased with how easy the system is to navigate.
What do you like best about the product?
The Studio option is very useful and I have also really enjoyed the new Explore that is offered. This helps with getting the best stats for our call center.
What do you dislike about the product?
I really wish that there was an option to use the dashboard on your phone.
What problems is the product solving and how is that benefiting you?
Because we are now able to pull reports with ease and also use the dashboard to monitor inbound and outbound calls, our calls are being answered quicker which is improving service level.
Recommendations to others considering the product:
I would recommend preparing them if they have to port away from another provider. That process is tedious and they should be prepared for it.
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Good start, more to improve with Salesforce
What do you like best about the product?
The management visibility, the ability to listening to active calls
What do you dislike about the product?
The product isn't fully compatible with Salesforce, for example, SMS went live but without the option to get a notification when you get a replay or trackability. Can't call China
What problems is the product solving and how is that benefiting you?
Monitoring the time each salesperson spends on the phone daily
Recommendations to others considering the product:
Please make sure to map your exact needs beforehand, what is critical for you, and what is nice to have, ask for a trial or a demo to see how it would look like, play with it a lot! before making any decision.
Their customer support is very friendly and eager to help, but they are not all knowledgeable the same way, keep explaining what you need until you get to the right person.
Their customer support is very friendly and eager to help, but they are not all knowledgeable the same way, keep explaining what you need until you get to the right person.
Great for Customer Outreach
What do you like best about the product?
The ease of being able to transcribe call details and integrate with Kustomer Resource Management app.
What do you dislike about the product?
Nothing that I dislike about the software so far.
What problems is the product solving and how is that benefiting you?
Outreach directly to customers who have ongoing issues with service and integrating call notes with Kustomer Resource Management
Experience has been good from implementation to support with the product
What do you like best about the product?
Product is reliable and when there are issues, I've had great help from the support team.
What do you dislike about the product?
Using the integrations between TalkDesk and Zendesk has been a bit clunky. Would have liked a bit more help from support on using a caller ID.
What problems is the product solving and how is that benefiting you?
We use Talkdesk for support calls on Hearsay products. The biggest benefit has been the quality of calls from our Philippines agents.
Technical Support Engineer
What do you like best about the product?
Ease starting and setting status and seeing what other team's status is at.
What do you dislike about the product?
It doesn't have text chat component with caller as would be great if caller could pass name in chat if their name is quite difficult and long.
What problems is the product solving and how is that benefiting you?
It allows us to have efficient phone support that quickly integrates with our Zendesk.
Recommendations to others considering the product:
This is a very efficient product offering that can quickly integrate in short time for your Support Team's technical phone support!
Talkdesk is an amazing tool that helps us provide the best support we can!
What do you like best about the product?
Talkdesk 's customization based on the organization. Also, the Callbar is intuitive, easy to use, and the integration with Zendesk works great! Calls are very clear and I've yet to encounter any issues in-call yet!
What do you dislike about the product?
Not much. Sometimes I have issues opening the callbar after it disconnects from inactivity.
What problems is the product solving and how is that benefiting you?
Our past solution for technical support queue calls was RingCentral, which doesn't do any call routing or any customization at all. It just rings all available phones at the same time. TalkDesk is leagues ahead of that. The integration with Zendesk makes our job easier by automating the ticket creation process, this includes voicemails!
Everything is working
What do you like best about the product?
I really enjoy how you can minimize it and still able to receive calls without a problem.
What do you dislike about the product?
I can't use click to call function because it does not work.
What problems is the product solving and how is that benefiting you?
You are able to see if the lead is on Saleforce prior to picking up the phone.
Recommendations to others considering the product:
You cannot transfer someone while they're on hold. You have to mute them before transfering.
Lot's of general questions and how to's
What do you like best about the product?
I like that there are a string of emails that way you don't get lost in the line of questions and answers. I also like the fact that you have a FAQ's page that has a very easy search and you can find just about anything you need there!
What do you dislike about the product?
It's sometimes hard to reach someone to talk to . I know that your service is outsourced to other countries, and our times are very much out of balance. Also, the language barrier is a bit troublesome.
What problems is the product solving and how is that benefiting you?
How to delete and add new phone reps was one issue. The other was the new reporting. Although, I am still trying to figure out a few things.
Recommendations to others considering the product:
A great company. They have great customer service and very easy FAQ's on line assistance.
Casual user
What do you like best about the product?
Loads fairly quickly. Voicemail is easy to retrieve.
What do you dislike about the product?
Lots of lag/delay during calls. Ring tones are terrible.
What problems is the product solving and how is that benefiting you?
Inexpensive call center
Recommendations to others considering the product:
It's an overall reliable service, well worth testing out.
Best Phone Solution!
What do you like best about the product?
I love how easy it is to connect everyone. Currently, our agents are spread throughout the Philippines and we have no connection issues! also the reporting is great to keep track of everyone and easily meet the goals.
What do you dislike about the product?
Can be costly, but at the end is worth it.
What problems is the product solving and how is that benefiting you?
Reporting and transparency was an issue for us in the past, but with Talkdesk we have been able to see and review all of our agents efficiently.
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