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Talkdesk

Talkdesk | 1

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External reviews

2,199 reviews
from G2

External reviews are not included in the AWS star rating for the product.

    Krystal O.

Great tooling!

  • March 14, 2019
  • Review provided by G2

What do you like best about the product?
Talkdesk is quick to learn and you can easily navigate in no time. It is user-friendly and I love being able to see metrics!
What do you dislike about the product?
There really isn't anything not to like, the updates keep it current and working efficiently
What problems is the product solving and how is that benefiting you?
Customer calls! Talkdesk works smoothly even with our high capacity

    Daisy W.

TalkDesk for Small Business Customer Support Teams

  • March 14, 2019
  • Review provided by G2

What do you like best about the product?
Making a more streamlined and chronological customer history. Enables a user to accurately track our SLA, AHT, wait time, FCR, and response time. TalkDesk has an easy to use CallBar API integrated with ZenDesk, easy-to-use transfer (both warm and blind), 3-way calling, mute, and hold. Additional features I find to be useful in my daily work are call logging and automatic after-call work time.
What do you dislike about the product?
Connectivity issues occasionally crop up - these are sometimes due to bandwidth, but not always and the reason can be inconclusive. Random call drops or "ghost" calls.
What problems is the product solving and how is that benefiting you?
I use TalkDesk daily to seamlessly integrate inbound and outbound phone call support tickets with our CRM, making a more streamlined and chronological customer history. This allows my team to ensure dynamic customer support across all lines of communication while ensuring we maintain a competitive advantage in our industry by enabling us to accurately track our SLA, AHT, wait time, FCR, and response time. I like that TalkDesk has an easy to use CallBar API integrated with ZenDesk, easy-to-use transfer (both warm and blind), 3-way calling, mute, and hold. Additional features I find to be useful in my daily work are call logging and automatic after-call work time, which makes it easy to ensure calls are accurately recorded and properly tagged. In conjunction with ZenDesk and TextExpander, TalkDesk is a powerful tool for support teams to provide superior service without breaking the company bank.

    Holly M.

Super User-friendly!

  • March 14, 2019
  • Review verified by G2

What do you like best about the product?
I am using Talkdesk for almost 2 years now. I love that it is very easy to learn how to use it. You are able to adjust the settings according to your needs. To update your status to away or break when you are not in front of the computer. It's great to keep records of all the calls and available time. The fact that there are recordings that you can listen to, it is very helpful! Especially, in our company when we get an important call and we need to recheck the information just in case, we can just go on Talkdesk and listen to the call. I also like that if I receive an inbound call I can see who the caller is and pull their info. Additionally, we can search for calls by number, company or even emails!
What do you dislike about the product?
It is not something necessarily that I dislike. But what I have noticed on Talkdesk is that sometimes it doesn't give all the accurate information when somebody is calling. And also, sometimes some calls are not transferred properly so it puts my status to away which is looking bad on the reports. And unfortunately, it's difficult to prove from my side what was the case exactly.
What problems is the product solving and how is that benefiting you?
Our company uses Talkdesk for assisting a great number of local restaurants. We have both inbound and outbound calls. Every team can make and take tens of thousands of calls per week from customers and restaurants as well. This software helps me to accomplish tasks efficiently and with high quality, and to solve customer problems in a targeted and effective way. Very simple and easy!
Recommendations to others considering the product:
Highly recommended!!! It will be very easy to learn how to use it in no time and it is very user- friendly! Talkdesk is really the most helpful tool.

    Ava D.

The world is only a call away!

  • March 14, 2019
  • Review provided by G2

What do you like best about the product?
I am using TalkDesk for almost a year now and I find it very accessible. Talkdesk's interface is simple and easy to use. I love that I am able to listen to the recordings that way if I need to re-check something it's only two clicks away!! I also love the fact that we have an option to leave voicemails or to adjust the settings according to your needs - setting your status to away or break or coaching when you are not on the computer. Another good thing is that we can search according numbers, emails and that is really practical!
What do you dislike about the product?
The main issue that we are facing is when we are receiving a call, if we do not pick up at the exact moment that is considered to be a missed call and that affects our report because the pickup rate is really low. And that's how the statistics get mixed up and I am not sure that we always get the most accurate reports. Sometimes some calls are missing, which is weird.
What problems is the product solving and how is that benefiting you?
As a part of a big company, we are solving all of the customers and restaurants complaints as well as requests. Using TalkDesk as our main provider really made this easier for us because everything is synced perfectly.
Recommendations to others considering the product:
I highly recommend TalkDesk to all users around the world that work in a call center business. Having TalkDesk helps us manage all of the daily basis issues in a timely manner.

    Food & Beverages

Best call app.

  • March 14, 2019
  • Review verified by G2

What do you like best about the product?
The app is very smooth. Everything can be easily tracked. Inbound calls can be monitored. We can keep a track of agents on their away or invisible status. Easy and accessible. No cut offs or anything like that. Great so far.
What do you dislike about the product?
Call dropped at times. Number of status could be increased, eg coffee break, washroom. Can be a bit more faster. Sometimes it keeps on loading and never ends. Can be more clear while sending out the instructions. Sometimes status of agents keeps changing for no reason.
What problems is the product solving and how is that benefiting you?
Dealing with customers. Customers are listening thru the app quite clearly.
Recommendations to others considering the product:
Best app

    Valdrin T.

Great tool for call center

  • March 13, 2019
  • Review verified by G2

What do you like best about the product?
Our team uses a variety of tools, and the best thing with talkdesk is that it easily, and out-of-the box already integrates with these tools, such as Salesforce. Besides the integration, it's really easy to setup agents and to have them start making calls. The other thing that we like about talkdesk is their customer support. There have been times where we were not satisfied with talkdesk and had to speak to one of their Customer service representatives and their replies were almost instant, and at all the cases they helped us with our problems with prompt replies.
What do you dislike about the product?
The thing I dislike about talkdesk is that it's not a standalone app, it's actually build onto Twillio, and we as a team have to worry not only about talkdesk problems and outages, but also twillio ones. Which can get really complicated. The other thing that we dislike about talkdesk is the limitations it has, and some very needed features that have yet to be implemented -- one of these features is the possibility to edit scheduled reports after saving them. The problem with talkdesk is that, if we wish to edit a report, we'd have to recreate it, even if only a small change needs to be done.
What problems is the product solving and how is that benefiting you?
We are solving our Customer Service reps with Talkdesk, which allows our reps to easily receive and make calls using talkdesk
Recommendations to others considering the product:
Check the documentations before using Talkdesk. Something things are very easy to grasp, however, there are some aspects of the application that are more complicated

    Jose S.

it is very useful and easy to use

  • March 12, 2019
  • Review verified by G2

What do you like best about the product?
What I like the best about talk desk is that sometimes I'm not sure who I spoke with so there are the caller ID information and the time frame that was spoken to that person, also there is the duration of the call, I also like the reporting section is fun looking at the availability and the people that are away, after call work, and busy, so pretty much it tells you all the details.
What do you dislike about the product?
what I dislike about talk desk is that sometimes it doesn't give you the accurate information, sometimes when I receive a call I notice that when I can't remember the number I try looking at the calls section and I don't see the call that I received, so there are glitches from time to time, another thing when we transfer calls it goes automatically to available, so we have to remember to put on aftercall work because we need to leave notes or follow up,.
What problems is the product solving and how is that benefiting you?
We are customer service so we have to rely a lot upon talk desk, we have to contact our customers to provide great customer service and talk desk is the tool for it.
Recommendations to others considering the product:
To try it out it is very easy to use

    Telecommunications

This tool has what you need, nothing more nothing

  • March 12, 2019
  • Review verified by G2

What do you like best about the product?
What I really like about this is that all information related to a phone call is in there and you don't have to look somewhere else to get what it is already there. I like that it is really fast, the tool that shows you the queue LIVE is the most helpful of all, it lets you set a specific timeline to all other activities while you wait for a call. I like when a call ends, it helps you right away to chose where to locate it from the beginning so you don't have to waste time choosing after you place notes. I like how this application marge with the Zendesk one so once it detected the call, it automatically linked the information from the person who is talking over the phone to the Zendesk Program really quick.
What do you dislike about the product?
I don' really dislike something at all, but if I need to, I would say that there is to much space in every window, probable if you fuse the "Call" window with the "Contacts" one everything will be better. I believe there is an error on the software, before transferring a call, your status is "on a call" and right after you transfer it, your status changes automatically to "Available". If the queue is at its tops then it will be sent you a call right away without letting you time to complete your notes or anything else that is pending and you have to do before taking another call.
What problems is the product solving and how is that benefiting you?
business related to customer services, the benefits are: get contact information, check queue and history.
Most of these problems are related to hotel customer service. We are hired by a company that manage really good deals at the properties. we help all their guest to get what they need through customer service, if they need to cancel a reservation, they call us and we get in contact for them with the property to probably get a cancellation so we can get refunded and then we can refund the gues back. There are many examples like this one. We also help our partners (Hotels), most of the requests are due to billing and inventory issues. the benefits of all this are many, since improving customer service to get knowledge about other inquiries
Recommendations to others considering the product:
absolutely great idea on using this platform

    Nick D.

Great tool for big companies and small ones alike!

  • March 12, 2019
  • Review provided by G2

What do you like best about the product?
Talkdesk is a great user-friendly platform to manage large or small amounts of calls while also tracking productivity! With my team, we do Talkdesk audits to track productivity and through their reporting tab it makes it very easy and transparent in its simplicity.
What do you dislike about the product?
Sometimes calls get stuck in queue causing service level to be off but it usually corrects its self. Also, the reporting tab can take a while to load sometimes but it usually gets fixed if you duplicate the tab.
What problems is the product solving and how is that benefiting you?
Whatever problems we face with the program fails in comparison to the overall user-friendly aspect of Talkdesk.

    Computer Software

Talkdesk has been a great tool for multiple departments in our company.

  • March 12, 2019
  • Review verified by G2

What do you like best about the product?
I appreciate that you can record the conversations along with being able to hop on a call that is occurring to help with call coaching.
What do you dislike about the product?
Since we switched over our crm to hubspot, it has become more difficult to sync the two softwares to ensure contact recognition. Meaning if the sales team called someone from hubspot and the person calls back, it goes through talkdesk, yet, their phone number is not recognized and its frustrating no knowing who is calling you back.
What problems is the product solving and how is that benefiting you?
Talkdesk has helped the sales team strengthen call coaching because of the save recordings and monitoring a call.

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