Talkdesk
TalkdeskExternal reviews
2,471 reviews
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Correct and easy-to-use CTI
What do you like best about the product?
It is very easy to configure and show to the user
What do you dislike about the product?
There are some errors to solve in the field mapping in Salesforce Integration with Talkdesk for Salesforce
What problems is the product solving and how is that benefiting you?
Thanks to Talkdesk we have centralized customer telephone support across multiple agents.
Comfortable customer support
What do you like best about the product?
Simplicity and seamless transition between calls, chats and messaging. Everything is intuitive and nicely designed.
What do you dislike about the product?
The only downside i can think of is missing a Dark theme.
What problems is the product solving and how is that benefiting you?
The main function I like is having evaluations integrated into the same program as well as the AI summary which saves a ton of time and effort.
Most of the times, work great!
What do you like best about the product?
Most of the time, it works really well, the call quality is excellent, and it works perfectly even in other countries, which is amazing. I think the main thing is the co-pilot — without a doubt, it’s a HUGE help during calls. The co-pilot really changed everything.
What do you dislike about the product?
"As I said, most of the time it works well, and when it does, it’s perfect. But unfortunately, TalkDesk has major bugs quite frequently — like being unable to transfer calls, calls dropping, or certain data not updating (such as online agents) — and this happens often, so it becomes a serious issue. I believe that especially when a new update is released, bugs show up. Every time I see an update in the app, I already think to myself, 'Let’s see what the bugs will be this time.' I understand that the platform needs to constantly improve and evolve, but without a doubt, the priority should be keeping the basics working before trying to launch new and more advanced features in an update.
What problems is the product solving and how is that benefiting you?
I work at a company that uses Talkdesk, and it's great software when it's working properly, everyone loves it!
Quick and powerful solution to implement for the integration of AI tools
What do you like best about the product?
Simplicity of use and creation of routing paths. Integration of AI modules into the customer experience and the agent console.
What do you dislike about the product?
ability to improve on real-time report creation (number of indicators)
What problems is the product solving and how is that benefiting you?
issues of effective call distribution across agent groups. Accelerate 1st call resolution through the use of the Agent copilot
Great potential
What do you like best about the product?
The live call transcript is nice and the AI implementation usually useful. The fact it has capabilities to measure conversation tone and when reviewing agent calls allows supervisors to also see exactly what the agent did during the call is very nice. While routing doesn't always feel intuitive, the ability to change it on a dime is an enjoyable feature as well.
What do you dislike about the product?
Compared to similar software, the ability to search for cases based on keywords or specific targets without already knowing exactly what you're looking for is buggy at best. It does glitch regularly enough to be considered a downside and has a habit of importing incomplete customer information or merging multiple unrelated entities into one. The AI's ability to learn also remains in question, on that point at least this may be more user error than software however.
What problems is the product solving and how is that benefiting you?
For a company that provides a remote working environment, TalkDesk is providing an effective and easy way to communicate with customers while also simplifying collecting and reviewing data in many ways. As a Tier 2 employee this is helping me identify where agents need assistance and be ready to effortlessly accept a transfer or even jump into the queue myself.
Omnichannel Support, Data Driven AI, Full of Capabilities
What do you like best about the product?
I love how many capabilities there are, I started out in Talkdesk as a front end user and there was a bit of an adjustment phase. However, once you start diving in you can see how helpful the tools can be. Having AI help you while on calls is really beneficial to customer support and I feel like it gives the agents more confidence while on calls.
I am currently spending my time reviewing and teaching our AI Chat Bot. The options on the back end are endless. As technical as it seems, I picked up everything I needed to know about teaching the bot fairly quick, and no I have never worked with systems or AI.
I am currently spending my time reviewing and teaching our AI Chat Bot. The options on the back end are endless. As technical as it seems, I picked up everything I needed to know about teaching the bot fairly quick, and no I have never worked with systems or AI.
What do you dislike about the product?
I dislike having only 1500 characters to tell the chatbot everything she needs to be, I feel like there are corners I am cutting while trying to teach her. I also find it frustrating that we can't have the bot escalate customers to the agents after hours.
What problems is the product solving and how is that benefiting you?
I think that talkdesk is solving our excess calls with product questions and subscription inquiries. By using Hannah (AI Chatbot) on the website customers are finding the answers they are needing and are being helped. This is benefiting me by reducing the amount of inbound phone calls, which in turn is benefiting our customers by lowering the time they are waiting to be helped.
The Evolution of Talkdesk
What do you like best about the product?
What I like best about Talkdesk is the AI aspect and its ability to learn and adapt whether it's our company's work flow, spellings of names, price details, etc. Using this platform everyday definitely benefits its intelligence. Overtime, it integrates our company's knowledge with it's knowledge making our Customer Support role very efficient. I also like the AI tool to revamp our emails. It gives the company a more professional tone when interacting via email resulting in clarity. Talkdesk itself makes things more detailed yet simple. It allows me as a customer service representative to have a full, easy view and access of what our day will consist of and also how busy we are, etc. Copilot also has great features. It is exactly what its name is.. I'm the pilot of Talkdesk but when I am unsure or need assistance, I have my copilot. Using Talkdesk definitely helps execute our customer support position in numerous ways and also helps maintain the integrity of our company.
What do you dislike about the product?
Talkdesk has a few dislikes. There are times where AI will not generate the description of the call leading to wasted time and a lack of time to type out the expected detailed notes. When this occurs, if we do not type our detailed notes in time we are at risk of losing all our notes if the submission time runs out. The issue I run into most is the inability to send emails. Once this error occurs, we have to manually create the emails which again results in extra steps and wasted time.
What problems is the product solving and how is that benefiting you?
A few problems Talkdesk solves for us is efficiency and clarity on and after our calls. It provides a section for everything as it basically walks you through how to solve a case. It summarizes calls to the best of its ability which also helps verify information. We have access to see the words/ script of our phone interaction which again provides clarity because if we are unsure of what a customer says, we can always scroll to see.
Quick, efficient tool for Customer support!
What do you like best about the product?
Top tier call quality, with easy consult and transfer features are the best! The ai tools help us by putting key knowledge within reach at the optimum time in the live conversation! Interface is clean and powered by great AI tools on the back end!
What do you dislike about the product?
It would be much more helpful if the views were customer centric, rather than contact channel based. When helping Stephen, seeing all their calls, emails and ticket history together as the main view even when not inside an active call would make support more context aware, faster and improve efficiency to cut call times.
What problems is the product solving and how is that benefiting you?
Tracking customer sentiment during calls to ensure best results. Keeping customer history available and detailing call interactions.
Its a great program with a few bugs sometimes
What do you like best about the product?
Talk desk has organized my work and has made emailing customers easier for me. The AI dispositions are greatly helpful and I trust those they are very accurate and detailed in summing up conversations. I like being able to see what colleagues are working on what case it prevents us from needlessly repeating work. I use this everyday for work.
What do you dislike about the product?
When I was first using Talk desk I remember I would get confused on which tab I was in between conversations and cases, but I have gotten better about this. The title if cases sometimes has to be put in multiple times. Losing chats is an issue. If someone sends in a chat and closes it before I haver the chance to hit save then the case/chat is lost.
What problems is the product solving and how is that benefiting you?
organization is much better and helped us be able to go from using multiple programs to talk desk.
Improving customer relationships with enhanced reporting and effective call scheduling
What is our primary use case?
Our industry is insurance. We are a middle to large enterprise with around seven hundred employees and about one thousand mailboxes. We have four contact centers, each with around twelve or fifteen agents.
What is most valuable?
We need to adopt this platform. The main feature for us is reporting and the capability to maintain a strict relationship with our customers. Additionally, it provides the capability to schedule a call for all busy hours.
What needs improvement?
We are still relatively new to this tool so we are not sure what could be improved. However, we consider it to be a great tool.
For how long have I used the solution?
We have been using the solution for around twelve, could be fifteen or sixteen months.
What was my experience with deployment of the solution?
We found a site with the documentation but we get a 403 error, so it could be that the documentation is not available.
What do I think about the stability of the solution?
There were two big issues, but in a general statement, it is a stable tool.
What do I think about the scalability of the solution?
TalkDesk is scalable.
How are customer service and support?
I am happy with the support line, but in some cases, the response is slow.
How would you rate customer service and support?
Neutral
Which solution did I use previously and why did I switch?
We used Microsoft before switching to TalkDesk.
How was the initial setup?
It is a difficult setup, honestly. It took us around twelve months to start up.
What about the implementation team?
In our company, there were two people involved. For other third parties, like our carrier or the TalkDesk pool, there could be ten people.
What was our ROI?
I believe it is a great return because our last solution did not have this strict relationship. After implementing TalkDesk, we boosted our solution and our workforce to improve our response time.
What's my experience with pricing, setup cost, and licensing?
We do not have a point of comparison, but in general, I consider it a fair price.
Which other solutions did I evaluate?
We are evaluating the Mimecast solution.
What other advice do I have?
We prefer to remain anonymous. Our overall product rating for TalkDesk is nine.
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
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