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Reporting is excellent!
What do you like best about the product?
Talkdesk has allowed us to understand the types of callers we are getting in a way that our previous contact center software was unable to, especially with the disposition reporting.
What do you dislike about the product?
Our only issue is that we cannot hold and transfer, or essentially, complete a true warm transfer. You can only transfer while not having the customer on hold, and the minutes that exist on the phone call after transferring still are charged against us.
What problems is the product solving and how is that benefiting you?
We are able to understand the types of callers we receive much more clearly, have a lot more transparency in agent statuses, and access to more accurate analytics and track our service standards in a more detailed way than ever before.
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Experience after using TalkDeks for several Months
What do you like best about the product?
I like how the application is easy to setup and implement. Integration with chrome and ease of use for even non technical users.
What do you dislike about the product?
The downtime is something kills us. We have not faced many downtime in past several month. Also for some users the application hangs and the last resort is to restart the computer which is time consuming and could be frustrating.
What problems is the product solving and how is that benefiting you?
We are into courier business and its really helpful so far. Integration with emails and nice reporting.
Recommendations to others considering the product:
Overall we are happy to use this tool with capacity of over 10+ users. Implementation and use is easy.
Talkdesk is really straighforward.
What do you like best about the product?
Talkdesk's call bar and webpages are easy and user-friendly. The tracking it provides is always consistent and helpful.
What do you dislike about the product?
We've experienced quite a few times when calls would get stuck in the queue and mess with our stats and block other calls from actually getting through to the phones causing missed calls.
What problems is the product solving and how is that benefiting you?
The voicemail service it provides has been a lifesaver.
Positive experience with TalkDesk
What do you like best about the product?
We have not finished the implementation yet, but so far the best feature is the callbar and call flow design in the administrator page
What do you dislike about the product?
So far, I have not experienced any issues. It would be nice if the callbar was more of a floating window, so it can be moved around the screen as needed.
What problems is the product solving and how is that benefiting you?
We are currently updating a legacy Mitel phone system.
Talkdesk is efficient, reliable and easy to use!
What do you like best about the product?
The Callbar application and easy integration into Salesforce.
What do you dislike about the product?
The Callbar application becomes un-synched with Salesforce occasionally requiring an application restart.
What problems is the product solving and how is that benefiting you?
Call management, queue management, logging, time tracking, etc.
TalkDesk is great for managing multiple persons
What do you like best about the product?
It's really easy to use TalkDesk for multiple lines and support agents and our sales team.
What do you dislike about the product?
More to do with an integration between Salesforce and TalkDesk but it's hard to connect the two.
What problems is the product solving and how is that benefiting you?
Our customers need to be able to reach out to us immediately and this is a great tool to have!
Flexible enough to handle multiple teams and functions
What do you like best about the product?
We have several different teams (sales, support, etc) using TalkDesk across several different brands. The flexibility has been key to our continued usage.
What do you dislike about the product?
We've had some issues with integrating seamlessly with Salesforce.
What problems is the product solving and how is that benefiting you?
Being able to integrate different support channels into Salesforce has been key in streamlining our data processes.
TalkDesk Review
What do you like best about the product?
The UI is easy to navigate and clean. The integration with Salesforce to log the calls to cases is (relatively) seamless. The dashboard is a nice tool to have available for a global view on who else is in my queue and what their status is.
What do you dislike about the product?
To be honest, I'm not 100% sure if this is TalkDesk or not but the consistency of outbound calls working on the first try is around 75%. Sometimes the audio sounds garbled right out of the gate (the chime sounds like it's drunk, if that makes sense). Sometimes it just doesn't ring and I don't know if it's an issue with the call or with my headset so I stay on the call for 10 seconds to see if someone says "hello" or I get a voicemail, or the ringing starts.
What problems is the product solving and how is that benefiting you?
I'd say the number one solution TalkDesk offers is if a customer states "so and so said xyz," we have it on record to see if that was actually said or not.
Recommendations to others considering the product:
If your internet connection is not stellar, it may not be a great solution since it heavily relies on that. I don't have as many issues as my colleagues do who are in more rural areas.
Just OK
What do you like best about the product?
I like that we can set up favorites on the Call Bar for frequently called numbers. I also like that you can send a link to a call to someone so they can pull it up and listen.
What do you dislike about the product?
I feel like some of the things I need would be available at a fee. There should be more standard features. I also dislike that if an agent has a widget and browser open they will miss calls. I would like access to more /different scheduled reporting.
What problems is the product solving and how is that benefiting you?
Talk Desk Makes it easy for me to manage agents across 2 locations (FL & UT)
Talkdesk is okay
What do you like best about the product?
You can record both incoming and outgoing calls to attach them to case records in salesforce. You can also set up different statuses within talkdesk to better track time spent on calls or out of queue work
What do you dislike about the product?
Quality - calls drop out, there has been many instances where callers complain that voices are garbled, which requires a callback on another line (which is also VOIP, so it's not the network connection but TD itself)
What problems is the product solving and how is that benefiting you?
Easier to route calls through to other employees and departments. Easier to track time.
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