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School Services Manager
What do you like best about the product?
Talkdesk makes it easy to find out data we need quickly! I enjoy the display--- it's not sorting through an excel download, but actually seeing the data on the screen
What do you dislike about the product?
Talkdesk integration with Salesforce can be hard to understand. Do I work with Talkdesk or with our Salesforce consultants on errors? Hard to pinpoint who exactly to go to.
What problems is the product solving and how is that benefiting you?
We're learning more about our productivity more than ever. We can make decisions quicker, because we have the data quicker.
Recommendations to others considering the product:
Start with your outputs--- what do you want to see from Talkdesk? And then work backwards to see how you can track that information and build things to fit your goals!
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No frills and easy to use!
What do you like best about the product?
Easy to use interface. Reps can quickly and easily learn to use the tool from the training on the Talkdesk site. Click to dial was a big selling point for us. Easy to add more reps in 24 hrs or less. Back end reporting is decent for quick reporting needs.
What do you dislike about the product?
Click to dial does not work on Chrome anymore without workarounds and extra clicks. This is a major issue that Talkdesk was unable to resolve for us and has really left an unfortunate stain on an otherwise great tool. Listening to the calls is difficult because of the small playback screen and as the ability to skip parts or play at 2x or 3x speeds does not exist which is quite annoying when reviewing longer calls.
What problems is the product solving and how is that benefiting you?
Increasing our dials/rep/day and increased conversations. Transferring calls is very easy between reps.
Rough getting started, but improved over the past few months.
What do you like best about the product?
The Callbar is a great tool and we love how it can stay on top of all our windows as the representatives move between screens. We also like how Talkdesk is able to work with us to implement our feedback ideas.
What do you dislike about the product?
The first 2-3 months were difficult from a technical aspect. We had lots of problems with most of our reps and frequently had to contact support to resolve the issues we were having.
What problems is the product solving and how is that benefiting you?
Using the Studio IVR feature has allowed us to create a much more interactive IVR. The voice recognition ability lets us create scripts to solve the customer's question before they need to speak with an agent.
Reliable Application
What do you like best about the product?
I like how simple it is to make calls from my desktop, and how it integrates with our single sign on system.
What do you dislike about the product?
Sometimes it is difficult to conference in internal users
What problems is the product solving and how is that benefiting you?
Talkdesk eliminates the need for a physical phone entirely
Lots of Upkeep
What do you like best about the product?
Not having to use the hard-phones we were using before.
What do you dislike about the product?
It requires a lot of constant messing around with settings in your browser, computer and the TD app itself. Basically it has added many steps to get going with your day. Still having issues with the integration so it is not performing as we were told.
What problems is the product solving and how is that benefiting you?
Trying to get better metrics. We are able to see our metrics better, but this is the only benefit so far.
Great Product
What do you like best about the product?
Talkdesk has been a very valuable tool. I was initially a bit weary of switching to a "soft phone", but it only took me a day to get used to not having a physical phone on my desk. The system is very reliable and the SalesForce connectivity makes it extremely easy to log call notes . That feature is a massive time saver and has also increased the quantity and quality of our call notes.
What do you dislike about the product?
The only downside is I sometimes forget to log in and end up missing a call, but then I get an email notification about the missed call/voicemail so it hasn't been a serious issue.
What problems is the product solving and how is that benefiting you?
Makes it easy to make calls and log notes in Salesforce,
Talkdesk is great!
What do you like best about the product?
Talkdesk is super easy to use and the integration with Salesforce is great.
What do you dislike about the product?
Reporting could use some work. It's very tedious to pull certain data.
What problems is the product solving and how is that benefiting you?
Being able to confidently make calls is important for my business needs.
Driving our contact center forward
What do you like best about the product?
Ability to customize the IVR with TD Studio. Easy and user friendly.
What do you dislike about the product?
Hold music plays in agents ear when a customer is placed on hold. This is distracting and prevents the agent from using the hold to focus on the task at hand.
What problems is the product solving and how is that benefiting you?
Skills based routing and voice component routing to populate relevant audio info scripts based on call needs.
Great tool for Communications
What do you like best about the product?
easy to learn and use interface, it's not overly complex
What do you dislike about the product?
at times line quality can be poor when using a USB headset
What problems is the product solving and how is that benefiting you?
B2B and B2C calls
Better than our old system
What do you like best about the product?
Reporting is better than our old system, the ability for my employees to work remote without using their cell phone, ease of pulling calls to listen to recordings.
What do you dislike about the product?
The reporting is very clunky, wish it was more streamlined...there's also a delay in using the wireless headset that can get awkward.
What problems is the product solving and how is that benefiting you?
Holding team members accountable to their incentives by having them drop recordings of clients retained.
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