Talkdesk
TalkdeskExternal reviews
2,500 reviews
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Very useful, sound sometimes is distorted and I've tried multiple headsets.
What do you like best about the product?
Hands-free, and you don't have to use your personal number.
What do you dislike about the product?
Distorted sound (sometimes), I've had multiple headsets, earbuds, headphones that work fine otherwise, but TD will distort and displace the sound to 1 ear or the other. There are also different volumes when you're talking to people; your voice will be quiet when theirs is loud.
What problems is the product solving and how is that benefiting you?
I switched earbuds to a headset, It didn't solve everything, but I can move a mic closer to my mouth.
powerful yet simple platform that supports multiple service teams
What do you like best about the product?
The interface is super intuitive and easy to navigate. A new user doesn't need much if any training on the platform to figure out dashboards and reporting. I love how the platform integrates with Salesforce where we keep all of our customers' data points. Talkdesk often comes up with improvements to their product to keep making it better.
The knowledge base is great and I have been able to find many answers to my questions!
The flow functionality is also awesome and has enabled us to build in much needed automation!
The knowledge base is great and I have been able to find many answers to my questions!
The flow functionality is also awesome and has enabled us to build in much needed automation!
What do you dislike about the product?
I can't think of any downsides to this platform. It is leaps and bounds better than what we previously used. Very happy with Talkdesk and switching our service teams to use this software.
What problems is the product solving and how is that benefiting you?
We have created automation in the IVR. We also have given visibility to all users to listen to calls as a recording gets saved in Salesforce. Talkdesk has been a big game changer for us.
Recommendations to others considering the product:
Be sure to check out the reporting features. I especially love that most reports I could ever need are available out-of-the-box. Dashboards provide really good visuals to easily interprte the metrics.
The workflow functionality has also been critical in providing us with more autonomy and efficiency. We no longer have to manually update greetings for off hours or for holidays. This is preventing human mistakes and automating a process that was a burden.
I would also recommend looking into the integration with Salesforce if you use that platform. We get a ton of visibility by all teams from having call recordings accessible from Salesforce.
The workflow functionality has also been critical in providing us with more autonomy and efficiency. We no longer have to manually update greetings for off hours or for holidays. This is preventing human mistakes and automating a process that was a burden.
I would also recommend looking into the integration with Salesforce if you use that platform. We get a ton of visibility by all teams from having call recordings accessible from Salesforce.
its easy to work with and so far there are no issues of any kind
What do you like best about the product?
I like that it creates automatically a ticket
What do you dislike about the product?
I dont see downsides in using Talkdesk till now.
What problems is the product solving and how is that benefiting you?
Automatic ticket creation saves me time.
Also if the client is previously registered with the phone number I can easily see his contact history.
Also if the client is previously registered with the phone number I can easily see his contact history.
Easy to use!
What do you like best about the product?
Talkdesk is very intuitive and easy to use.
What do you dislike about the product?
Their integrations to other products sometimes are insufficient, however that's also not their main focus.
What problems is the product solving and how is that benefiting you?
24/7 Customer Care
TalkDesk is exactly what we need
What do you like best about the product?
Excellent product and their customer service is efficient, friendly and really seems to care about their customer and their product.
What do you dislike about the product?
Some of the recommended headphones don't work well. I need to connect with them about this.
What problems is the product solving and how is that benefiting you?
Customer Support. It is a straightforward system that is easy for employees to train. Also, we can use TalkDesk in multiple countries. This system allows us to connect with our users around the world.
Recommendations to others considering the product:
Just do it. TalkDesk is the best company I have utilized in customer support. Their product is above the rest, easy to use, and their customer service is fantastic. This company seriously cares about you and their product and it shows.
Talkdesk is great unless it goes down
What do you like best about the product?
I like the Live dashboard and the reporting ability.
What do you dislike about the product?
I would like a better way to track missed calls and pull metrics on them. When Talkdesk goes down you can't call their support because they use Talkdesk too.
What problems is the product solving and how is that benefiting you?
It integrates well with Salesforce and has good customer support.
Recommendations to others considering the product:
Speak with one of their wonderful representatives and decide if you will need to use it on mobile phones as well before deciding the package you need.
My Talkdesk Review
What do you like best about the product?
in clould service and user frindly via a PC client.
What do you dislike about the product?
Wish their Tech support is USA because of different time zone.
What problems is the product solving and how is that benefiting you?
Full intergration with Salesforce for leads and customer accounts.
Great so far
What do you like best about the product?
Streamlining line of sight into our inbound phone channels through Salesforce
The people who rise within a company tend to be confident. They're loud, they present well, they speak directly. They have "the look" of a leader.
Oddly enough, the more confident someone is in themselves, the less knowledge they usually share. People who are actually experts come off as unassuming and less assertive, mostly because they recognize the nuance involved in the decisions they make.
Businesses often end up hiring and promoting the most confident employees, even though their confidence may be misguided.
When your team is at work, you want them to be incredibly focused on the job. And when they're at home, you don't want them worrying about work.
Yet I'd hesitate to use the term "work-life balance." That implies your work and the rest of your life are separate spaces that never overlap. In reality, everyone benefits when people bring their unique talents and interests to their job. There's no reason to check emotions at the door when you walk into work.
The people who rise within a company tend to be confident. They're loud, they present well, they speak directly. They have "the look" of a leader.
Oddly enough, the more confident someone is in themselves, the less knowledge they usually share. People who are actually experts come off as unassuming and less assertive, mostly because they recognize the nuance involved in the decisions they make.
Businesses often end up hiring and promoting the most confident employees, even though their confidence may be misguided.
When your team is at work, you want them to be incredibly focused on the job. And when they're at home, you don't want them worrying about work.
Yet I'd hesitate to use the term "work-life balance." That implies your work and the rest of your life are separate spaces that never overlap. In reality, everyone benefits when people bring their unique talents and interests to their job. There's no reason to check emotions at the door when you walk into work.
What do you dislike about the product?
The studio is a bit clumsy and it would be useful to have some more customizable options.
The people who rise within a company tend to be confident. They're loud, they present well, they speak directly. They have "the look" of a leader.
Oddly enough, the more confident someone is in themselves, the less knowledge they usually share. People who are actually experts come off as unassuming and less assertive, mostly because they recognize the nuance involved in the decisions they make.
Businesses often end up hiring and promoting the most confident employees, even though their confidence may be misguided.
The people who rise within a company tend to be confident. They're loud, they present well, they speak directly. They have "the look" of a leader.
Oddly enough, the more confident someone is in themselves, the less knowledge they usually share. People who are actually experts come off as unassuming and less assertive, mostly because they recognize the nuance involved in the decisions they make.
Businesses often end up hiring and promoting the most confident employees, even though their confidence may be misguided.
What problems is the product solving and how is that benefiting you?
As companies grow, they often begin putting rules and regulations in place in an effort to prevent mistakes from happening.
For instance, fraud in expense accounts is a common concern. Preventing that from happening will certainly save the company some money, but you have to realize you're really designing that process for the 1% of people who may be dishonest and take advantage of the system. And it often comes at a huge cost for the 99% of people who don't need that regulation but are now burdened with it.
This starts to get unwieldy very quickly.
The more you can build trust within your organization, the better. Bad things are going to happen, and you should have processes in place to stop catastrophic events. But you should also be cognizant of what rules and regulations you're placing on people who never needed them in the first place.
8. Don't Get Corrupted By "The Pitch"
Whether you're looking for customers, investors, or even talented employees, you're always pitching something. Usually, the pitch boils down to one simple fact: you can solve something that others can't.
You need to be very careful that your pitch matches your team's abilities. You still have to be honest about what you can and can't do.
It's easy to fall into a trap of promising things to people, assuming you'll be able to accomplish them when in reality, you don't know that for sure. This is essentially the story of Theranos and Elizabeth Holmes. Once you convince yourself what you're doing is for a good cause, it becomes easy to press ahead and ignore the warning signs. At some point, you're no longer able to distinguish marketing from reality.
9. Reacting To Fear Disproportionately To Opportunity
After a while, most companies begin to focus on preserving what they have. Success is something to be maintained rather than built upon, or, as history shows, cannibalized by another product.
Although there are exceptions, like Apple's iPhone draining the market for iPods, companies generally avoid that type of revamp to their product line. Most of the time, they'll only begin to change as a reaction to fear, not opportunity. They won't act until a competitor starts doing something that eats into their market share.
In other words: Don't fear like Blockbuster; innovate like Netflix.
10. Forecasting Is Heavy On The "Internal View"
There's always an internal and external view.
If you want to get the external view of how much product you'll sell, then begin looking at the sales numbers of another similar product. And build from that baseline.
The internal view starts at a different place. It uses a bottom-up analysis. In many cases, it assumes rosy outcomes and ignores the history of other products or companies. "The market is X. If we own 2% of the market, then our sales will be Y."
Those number may add up, but that doesn't mean they reflect reality or can predict what will actually happen. You still have to take into account the external view and see how those gel.
11. Preferring The "Dumbed" Down Version Of Things
Information tends to get dumbed down as it moves up the chain of command. There's often a perception that everything has to be simplified for management. The reality is that you don't have to simplify information--you just need to clarify it.
That might mean actually adding more context to what you're sending. For instance, if I sent you step-by-step instructions on how to get from your house to mine, you may be able to follow it. But if you were able to see a map of the entire neighborhood along with those instructions, you'd have a much better idea of the route.
Instead of dumbing things down, think about them carefully and then describe them in a way that provides the necessary context and clarity for good decision-making.
12. Heavy Approval Process
When a company is small, the decision-making processes are very fluid. It's fairly simple to change direction or get approval when you need it. As companies grow, they almost always operate more slowly.
A good portion of our team came to us from large pharmaceutical companies, and we're doing drug discovery in a similar way to what a large company might. Yet our timelines are much shorter.
It's the same people, same equipment, same approach--but as a smaller company, we aren't held back by convoluted processes. Decisions get made in a much more fluid process.
13. Being Afraid To Give Feedback
People are generally very afraid to speak up and give feedback at work, especially when they have to say something negative.
It's not easy to be the person who raises an issue, and the anxiety only increases if there's even a small chance you might be blamed for it. No one wants to be associated with a major problem. Of course, that reluctance to give feedback is a problem in itself.
Issues have to be raised quickly so they can be corrected. Otherwise, they'll linger and cause greater damage later on.
14. Only Celebrating People Who Put Out Fires
The thing about consistent high performance is that it tends to look somewhat boring after awhile. It's actually easier than you'd think to overlook someone who is quietly doing a good job week after week.
For instance, fraud in expense accounts is a common concern. Preventing that from happening will certainly save the company some money, but you have to realize you're really designing that process for the 1% of people who may be dishonest and take advantage of the system. And it often comes at a huge cost for the 99% of people who don't need that regulation but are now burdened with it.
This starts to get unwieldy very quickly.
The more you can build trust within your organization, the better. Bad things are going to happen, and you should have processes in place to stop catastrophic events. But you should also be cognizant of what rules and regulations you're placing on people who never needed them in the first place.
8. Don't Get Corrupted By "The Pitch"
Whether you're looking for customers, investors, or even talented employees, you're always pitching something. Usually, the pitch boils down to one simple fact: you can solve something that others can't.
You need to be very careful that your pitch matches your team's abilities. You still have to be honest about what you can and can't do.
It's easy to fall into a trap of promising things to people, assuming you'll be able to accomplish them when in reality, you don't know that for sure. This is essentially the story of Theranos and Elizabeth Holmes. Once you convince yourself what you're doing is for a good cause, it becomes easy to press ahead and ignore the warning signs. At some point, you're no longer able to distinguish marketing from reality.
9. Reacting To Fear Disproportionately To Opportunity
After a while, most companies begin to focus on preserving what they have. Success is something to be maintained rather than built upon, or, as history shows, cannibalized by another product.
Although there are exceptions, like Apple's iPhone draining the market for iPods, companies generally avoid that type of revamp to their product line. Most of the time, they'll only begin to change as a reaction to fear, not opportunity. They won't act until a competitor starts doing something that eats into their market share.
In other words: Don't fear like Blockbuster; innovate like Netflix.
10. Forecasting Is Heavy On The "Internal View"
There's always an internal and external view.
If you want to get the external view of how much product you'll sell, then begin looking at the sales numbers of another similar product. And build from that baseline.
The internal view starts at a different place. It uses a bottom-up analysis. In many cases, it assumes rosy outcomes and ignores the history of other products or companies. "The market is X. If we own 2% of the market, then our sales will be Y."
Those number may add up, but that doesn't mean they reflect reality or can predict what will actually happen. You still have to take into account the external view and see how those gel.
11. Preferring The "Dumbed" Down Version Of Things
Information tends to get dumbed down as it moves up the chain of command. There's often a perception that everything has to be simplified for management. The reality is that you don't have to simplify information--you just need to clarify it.
That might mean actually adding more context to what you're sending. For instance, if I sent you step-by-step instructions on how to get from your house to mine, you may be able to follow it. But if you were able to see a map of the entire neighborhood along with those instructions, you'd have a much better idea of the route.
Instead of dumbing things down, think about them carefully and then describe them in a way that provides the necessary context and clarity for good decision-making.
12. Heavy Approval Process
When a company is small, the decision-making processes are very fluid. It's fairly simple to change direction or get approval when you need it. As companies grow, they almost always operate more slowly.
A good portion of our team came to us from large pharmaceutical companies, and we're doing drug discovery in a similar way to what a large company might. Yet our timelines are much shorter.
It's the same people, same equipment, same approach--but as a smaller company, we aren't held back by convoluted processes. Decisions get made in a much more fluid process.
13. Being Afraid To Give Feedback
People are generally very afraid to speak up and give feedback at work, especially when they have to say something negative.
It's not easy to be the person who raises an issue, and the anxiety only increases if there's even a small chance you might be blamed for it. No one wants to be associated with a major problem. Of course, that reluctance to give feedback is a problem in itself.
Issues have to be raised quickly so they can be corrected. Otherwise, they'll linger and cause greater damage later on.
14. Only Celebrating People Who Put Out Fires
The thing about consistent high performance is that it tends to look somewhat boring after awhile. It's actually easier than you'd think to overlook someone who is quietly doing a good job week after week.
Recommendations to others considering the product:
Talk to your success coordinator often. Ensuring that they are aware of your roadblocks and use-cases is the best way to ensure that your are successfully aligned for success.
Limited Functionality, Tedious Reporting, Poor Troubleshooting Ability,
What do you like best about the product?
Some of the technical troubleshooting is very helpful when we have to send problems over, which is very often, but it is dependent on who is on the ticket
What do you dislike about the product?
Our experience with TalkDesk has been subpar at best. We experienced a bumpy go live, and there is a long list of product / functionality problems leave much to be desired.
- login is unstable; folks sometimes have to log in multiple times and restart to get everything synced
- the reporting is truly awful. every case requires a call ID, but this can't be pulled from the call list, so you have to run multiple reports. we can't track the cause for a ring group being skipped
- the setup is confusing as there are overlapping settings from the studio / preferences that cancel each other out without documentation
- you can't share dashboards, so each person has to build them separately, which is time consuming and error prone
- admins have no ability to troubleshoot really anything
- teams are built, but they mean nothing in reporting
- audio is also unstable, we have clients complaining about calls dropped, and the only suggestion is ethernet, which is outdated and unhelpful
- the billing process is convoluted and we receive multiple bills /credits. it's hard to read, understand, and there is no way to consolidate
- you can't resolve a voicemail from the link that comes via email, so you have to do double work
- you can't quickly forward to cell
- you can't access voicemail via cell OR the mobile app, which has caused our on call folks to have to keep their computers during their overnight shift - this piece in particular is awful.
- the ability to make any changes is so finicky, and honestly, I don't trust this system - they are CLEARLY a startup made for outbound call centers, not true support centers, and we feel it every day
- login is unstable; folks sometimes have to log in multiple times and restart to get everything synced
- the reporting is truly awful. every case requires a call ID, but this can't be pulled from the call list, so you have to run multiple reports. we can't track the cause for a ring group being skipped
- the setup is confusing as there are overlapping settings from the studio / preferences that cancel each other out without documentation
- you can't share dashboards, so each person has to build them separately, which is time consuming and error prone
- admins have no ability to troubleshoot really anything
- teams are built, but they mean nothing in reporting
- audio is also unstable, we have clients complaining about calls dropped, and the only suggestion is ethernet, which is outdated and unhelpful
- the billing process is convoluted and we receive multiple bills /credits. it's hard to read, understand, and there is no way to consolidate
- you can't resolve a voicemail from the link that comes via email, so you have to do double work
- you can't quickly forward to cell
- you can't access voicemail via cell OR the mobile app, which has caused our on call folks to have to keep their computers during their overnight shift - this piece in particular is awful.
- the ability to make any changes is so finicky, and honestly, I don't trust this system - they are CLEARLY a startup made for outbound call centers, not true support centers, and we feel it every day
What problems is the product solving and how is that benefiting you?
We haven't solved many. We are still seeing problems logging in and with audio stability, with no resolution. No resolution to billing problems. Reporting - they tried to charge us PER USER PER MONTH for our whole organization to create custom reports because they can't provision it for one person, which is insane. That would mean paying additional thousands of dollars a month because they don't have user level settings.
Really intuitive and easy to use
What do you like best about the product?
It is pretty easy to use and we are very autonomous when we need to change the flow or the configuration.
What do you dislike about the product?
We have to email the number team every time we want to get a Spanish number as it is not available from the talkdesk account yet.
What problems is the product solving and how is that benefiting you?
We can get very detailed reports and we are autonomous pretty much 100% when we need to configurate something new. It is pretty intuitive too.
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