Talkdesk
TalkdeskExternal reviews
2,499 reviews
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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.
TalkDesk has the best tool and the best team
What do you like best about the product?
Reaching Talkdesk is easy and fast. The time to market for implement it is fast. The team is very open minded and answer you with a precise and helpful way. It integrates with almost every other productivity tool for every business need.
What do you dislike about the product?
Difficult to point out. Some issues with the text of the contract for portuguese needs but we align the corrections and the problems were solved.
What problems is the product solving and how is that benefiting you?
We are expecting to have a lot more business data that will help us in the identification of our needs it terms of contact center team. Not having the cost of maintaining a on prem solution based on hardware is also an important advantage.
Recommendations to others considering the product:
Talkdesk is easy to integrate, but you will need to consider the effort of developing in the other tools
Good UI, easy to use, works well
What do you like best about the product?
the user interface is easy to use and understand
What do you dislike about the product?
Nothing I can think of so far, it's been good to use.
What problems is the product solving and how is that benefiting you?
calling customers that have abandoned or haven't used our product
Helped Scale Our Contact Center
What do you like best about the product?
I love the call data and agent tracking that Talkdesk provides. Makes it very easy to see how we are doing as a company and as a team.
What do you dislike about the product?
Pulling reports for a specific phone number can be a bit time consuming.
What problems is the product solving and how is that benefiting you?
It is so easy to track live call stats that I don't have to worry about that aspect anymore. I can focus on the other data and dive deeper in to agent-specific numbers.
Recommendations to others considering the product:
Everyone I've worked with at Talkdesk has been extremely nice. We receive the help we need very quickly. The platform is very easy to use and the reporting tools are very helpful and insightful. We are able to make business decisions based on the data supplied by the Talkdesk reporting features.
Talkdesk; A trial run
What do you like best about the product?
I like that you can very simply and easily record a disposition after the call is completed for your records. Our last phone system did not have this option, so we had to log everything in a spreadsheet.
What do you dislike about the product?
I do NOT like that there is no option to put a caller on hold and then transfer them from the hold. Right now we have to mute the call, then transfer, so if there is anything we have to do before transferring the call, the caller is only muted with no hold music. I also do not like that you cannot search a number from your keypad in your favorites.
What problems is the product solving and how is that benefiting you?
More organized with caller dispositions, i like that you can review and resolve voicemails
Recommendations to others considering the product:
It would be extremely helpful to be able to put a customer on hold and transfer from that hold. We would also love to be able to filter calls by disposition.
Ease of Use, Implementation & Meaningful Reporting
What do you like best about the product?
The ease of implementation and overall product usability. The Call Tree Designer is quite impressive, it can be as simple or as complex as you want it to be. Many times we've tested a number of products that always fell short when it came to implementing changes after the initial PS engagement was done. To us using TalkDesk, it takes us just a few minutes to implement changes including reporting on downtime, product problems, availability or any changes we might have on from a Support standpoint. Additionally, since TalkDesk offers a large selection of training material, our Agents were up and running in no time.
What do you dislike about the product?
The integrations between Zendesk and TalkDesk need to be more straightforward. Currently, the UI for integrations is not particularly intuitive and leaves a lot of junior administrators with a lot of guesses and needing to contact TalkDesk Support more often.
Additionally, I feel like the Support Agents at Zendesk need to be empowered more to have better visibility into logging to be able to provide first respond resolutions. Many times we've used the platform and we need to wait several days before we get a proper response.
Additionally, I feel like the Support Agents at Zendesk need to be empowered more to have better visibility into logging to be able to provide first respond resolutions. Many times we've used the platform and we need to wait several days before we get a proper response.
What problems is the product solving and how is that benefiting you?
Visibility into tracking Agent times & their availability as well as ease of a number of integrations. The ease of case creation and categorization was an added benefit that we didn't know we were gaining with TalkDesk. Additionally, we're feature proofing ourselves, since TalkDesk also integrates with many other Contact Center Options, meaning as we scale, we don't need to worry about replacing more tools. We're also able to offer our customers several ways they can reach out to us, especially as more and more people become more use to working with contact centers.
Recommendations to others considering the product:
Read the contract. Make sure you agree to everything before signing.
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