Talkdesk
TalkdeskExternal reviews
2,499 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Easy set up, great onboarding team, and awesome services!
What do you like best about the product?
I love having one system to log into. I don't have to log into multiple places to find all of our customer service data. The omnichannel solution has so much potential and is what attracted us to TD in the first place.
What do you dislike about the product?
Being that the omnichannel solution is a new feature of TD we had some issues with configuring notifications - But once we were able to get those resolved the rest has been a breeze.
What problems is the product solving and how is that benefiting you?
Our team uses TD for all of our customer service solutions. We are able to receive and reply to website chats, answer phone calls, and reply to inquiries all from one login and one application.
Recommendations to others considering the product:
Great solution for any call center/customer service center.
Fairly Consistent
What do you like best about the product?
Ease of use for the team. Doesn't take too long to get people up to speed on how to use the platform.
What do you dislike about the product?
We have connectivity issues about 1-2 a month. Reporting could be much better, especially around connected calls. Having voicemails count has connects, makes the data very confusing and worthless.
What problems is the product solving and how is that benefiting you?
Ease of remote workers.
Recommendations to others considering the product:
If you need detailed reporting, this may limit you.
Good for credit card redaction
What do you like best about the product?
Ability to integrate with Observe AI for credit card redaction on phone calls.
What do you dislike about the product?
I wish it integrated with our Shopify/Recharge checkouts to do the credit card redaction without needing Observe AI. It's also a little expensive and they don't offer a month to month plan. Whenever we need something troubleshooted, we have to pull the callsid instead of just the phone number. Talkdesk Studio is complex to setup so we're staying on Legacy for now.
What problems is the product solving and how is that benefiting you?
Ownership of data (migrated from BPO's on premise PBX) and proper staffing.
Recommendations to others considering the product:
If you sell subscriptions on Recharge, the credit card redaction will not work from checkout. Observe AI will be required.
It works
What do you like best about the product?
I love the call bar option. It makes it simple to just answer the calls.
What do you dislike about the product?
I wish there was a call bar for the chat area.
What problems is the product solving and how is that benefiting you?
Compared to our previous program, this works much better. It's less complicated, and pretty straight forward. Ease of use is awesome.
We are able to grow now and have confidence in our systems.
What do you like best about the product?
The reporting capability and call flow features.
What do you dislike about the product?
The call flow interface can be confusing.
What problems is the product solving and how is that benefiting you?
We are able to staff appropriately now with accurate reporting.
Recommendations to others considering the product:
Make sure you have a dedicated person that understands the system and knows what features to look for when implementing. There are a lot of features that you may not know about or understand how to use at first.
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.
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.
showing 1,571 - 1,580