Talkdesk
TalkdeskExternal reviews
2,499 reviews
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Intuitive
What do you like best about the product?
Easy call dispositions and forwarding calls between each user on the platform.
What do you dislike about the product?
We are sometimes faced with connectivity issues but hard to tell if thats a talk desk fault.
What problems is the product solving and how is that benefiting you?
It allows easy understanding of call metrics. Allowing us to understand the amount of labor we need to handle our inbound and outbound calls.
A little buggy, but all around nice features
What do you like best about the product?
Queues are easy to track, Favorites is convenient, transferring, muting, and conferencing is straightforward
What do you dislike about the product?
Can't transfer to extension number, calls go to voicemail after ringing at one open agent instead of moving on to the next available agent, ring not very loud.
What problems is the product solving and how is that benefiting you?
Queues are much easier to keep track of. After call work setting allows us to have time after each call to finish up our work without being worried we'll receive a new call.
Recommendations to others considering the product:
Nice cohesiveness with Salesforce, very pretty and designed well, gets the job done
Using Talkdesk
What do you like best about the product?
For our sales agents on the phone is quite easy to learn, use, and navigate. And as a manager of said team, it is easy to navigate and make team changes when changing or adding agents to ring groups.
What do you dislike about the product?
The access to data is a bit limited and trickier to navigate or deep dive into some of the nuances on a per agent basis.
What problems is the product solving and how is that benefiting you?
Ability to centralize our phone systems from 1 location to serve a very spread out service area, covering all continental us time zones.
Good for a small business, has nice integrations
What do you like best about the product?
Good for incoming calls and voicemail management. The notifications that can be piped into Slack, Intercom etc and the ease of using another program rather than logging
What do you dislike about the product?
Better routing for queues or round robin for incoming calls
What problems is the product solving and how is that benefiting you?
Talkdesk makes it easy to route our calls into Slack and our customer service software so we can be notified when people are calling in or have the voicemail ticketed as a follow up.
CTI solution that works
What do you like best about the product?
Seamless integration with the CRM, IVR and robust reporting.
What do you dislike about the product?
Calls go to voice mail sometimes even though the agent is available.
What problems is the product solving and how is that benefiting you?
Support agent efficiencies improved.
Better call tracking and reporting
Better call tracking and reporting
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.
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!
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