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Far from perfect
What do you like best about the product?
I've only used a couple other phone programs, and the reporting on this one is by far the best. Very easy to create tags and ring groups to route calls and focus the team on different things.
What do you dislike about the product?
Sometimes connection drops or customers complain that the sound quality isn't great. Integration with zendesk could be better but we've found some good ways to work around that.
What problems is the product solving and how is that benefiting you?
We use talk desk to route our inbound calls from customers. The main benefit we see is that we can track call history and patterns incredibly easy with the different ring groups.
Recommendations to others considering the product:
Call transfers aren’t the easiest. Consider other software as your org grows so you can easily transfer to a department instead of an individual
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Less buggy than other options
What do you like best about the product?
It has less bugs than our past programs and it connects directly into salesforce, bugs are easily fixed by restarting talkdesk or logging in and out of salesforce
What do you dislike about the product?
When i put a customer on hold, i hear the hold music as well. Managers and IT department unable to turn this off. No direct support line for the rare situation that talkdesk is down
What problems is the product solving and how is that benefiting you?
there is less room for error when it comes to saving call recordings - we can also find them more easily if needed
Recommendations to others considering the product:
The biggest issue is that the user hears the hold music at the same time as the customer. This makes listening to things difficult when putting customers on hold
Powerful and Dependable
What do you like best about the product?
The stability of Talkdesk is amazing! We have been using Talkdesk for approximately 4 years now. We rarely have issues with the product, but when we do, the support team is very quick to resolve issues. I like the ease of managing our licenses. We have to quickly scale up and down for our busy season. Talkdesk makes this very easy to do.
What do you dislike about the product?
I would like some additional reporting. There are some reporting features that aren't available, that i have to compile manually from available reports, however, there are a lot of reporting features available that I use daily. I would like to see more customization on the reporting as well. I would like to be able to select the metrics that I want to see in a report.
What problems is the product solving and how is that benefiting you?
Talk desk has helped us to streamline our support process. It helps to give our agents performance measurements to assist them with improving their stats, as well as the over-all customer experience.
Recommendations to others considering the product:
Talkdesk is a powerful and dependable tool for any company. Their product is solid, and their support is on point.
Great with Salesforce
What do you like best about the product?
It's easy to integrate with Salesforce and configure.
What do you dislike about the product?
Some functionality isn't immediately available in settings, but support has never failed to provide a solution for anything we've needed.
What problems is the product solving and how is that benefiting you?
Talkdesk with Salesforce is a solution for our customer service department. All calls from existing customers are handled and documented through Talkdesk and Salesforce cases. Agents are able to immediately identify contacts and see all of their previous case history as soon as the call comes into Callbar.
TalkDesk has helped my company tremulously!
What do you like best about the product?
What I love about TalkDesk is how seamless and user-friendly it is! It has helped my company detect areas of improvement within our company and agents. I tabs above when you log into the site is extremely easy, and gets you where you need to be - to do reporting, find calls, adding or deleting agents, etc. the list can really go on.
What do you dislike about the product?
There is not anything I do not like about TalkDesk. Again, it's super user-friendly.
What problems is the product solving and how is that benefiting you?
The problems we are solving with TalkDesk is a lot of things, a few are how long agents are taking with calls, what times we need to stay open or close, and where agents need to be placed on the schedule.
Talkdesk for Salesforce
What do you like best about the product?
Talkdesk has a solid integration with Salesforce. We have been able to utilize their recent Omni-Channel sync feature to keep our agents happy while managing both incoming calls and chats. Talkdesk support is very quick to respond and often able to solve complex problems quickly.
What do you dislike about the product?
We have had issues with the case pop not working 100% of the time but that is something to be expected with the amount of cases coming in. Rolling out of the first initial package update for Salesforce caused issues but the rollout strategy has since been resolved. There doesn't seem to be a bi-directional sync between salesforce and talkdesk for cases/leads that has cause some issues.
What problems is the product solving and how is that benefiting you?
We are solving our Salesforce integration using Talkdesk. Our agents are able to spend less time entering data and answering more calls.
Functional and helpful tool for mass calling
What do you like best about the product?
The tracking and reporting was what I liked best about talkdesk. We could easily pull calls to review, manage metrics and create advanced talk time reports.
What do you dislike about the product?
There were several instances where the calls completely got dropped with talkdesk which was a huge problem for the company, as there was a period where we couldn’t use the service.
What problems is the product solving and how is that benefiting you?
we’re solving. For the need of a mass call center and outbound dial service for the company. Talkdesk provides this functionality.
Very Simple and Easy to Use
What do you like best about the product?
Talkdesk is very easy to use and very easy to learn. With just a few clicks, you would be able to perform the task that you need.
What do you dislike about the product?
The application sometimes crashes or the recording does not play.
What problems is the product solving and how is that benefiting you?
We use Talkdesk to listen to recordings of our member advocate's inbound calls. These recordings allow us to effectively fight fraudulent applications.
Recommendations to others considering the product:
Keep on improving the user interface and minimizing the times that the application crashes.
An Amazing Tool for our Bustling Call Center!
What do you like best about the product?
The Dashboard feature of Talkdesk is essential for our call center! Our Shift Managers and agents can see the calls that are coming in and who they are from. We can also see our agent's statuses all on the same page. Also, we have an SLA goal - which is also easy to see and read if we are meeting our goals for that particular shift.
What do you dislike about the product?
If there is an error there is a delay in response from Support. There are some server hiccups from time to time.
What problems is the product solving and how is that benefiting you?
We are able to listen to agents calls while they are on them, which can help managers coach agents through difficult calls and de-escalate tense situations which help us build and maintain our customer satisfaction
Helps shift managers better understand trends and number incoming calls by the Dashboard
Helps shift managers better understand trends and number incoming calls by the Dashboard
Recommendations to others considering the product:
Great Tool for small call centers!
User friendly tool!
What do you like best about the product?
I love that all the options are visible to access them and work, you don't have to be clicking around to find information.
What do you dislike about the product?
To listen to a live call in other than Chrome tends to have a lag.
What problems is the product solving and how is that benefiting you?
We have been able to track numbers on time, data is precise and easy to access.
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