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Highly recommend - Talkdesk is user-friendly
What do you like best about the product?
Simple design and easy to use. The design is fantastic.
I would recommend Talkdesk, particularly for medium-large teams.
The Reporting function gives a thorough oversight of all the data necessary to drive better KPIs.
I would recommend Talkdesk, particularly for medium-large teams.
The Reporting function gives a thorough oversight of all the data necessary to drive better KPIs.
What do you dislike about the product?
I honestly don't have any negative feedback at this point in time. However I have to write something here in order to submit the review — sorry for the lack of detail!
What problems is the product solving and how is that benefiting you?
The data pooled from Talkdesk has enabled us to identify our FAQs, and in turn enabled us to improve our Product to be more user-friendly; in turn creating a lower contact rate.
We can see our highest performing times of day, and the times that need improving.
This is the same for our agents — we are able to do Quality controls on current and previous calls; meaning we can provide the appropriate training when necessary with specific employees.
We can see our highest performing times of day, and the times that need improving.
This is the same for our agents — we are able to do Quality controls on current and previous calls; meaning we can provide the appropriate training when necessary with specific employees.
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Talkdesk - A must have tool for all customer service centre
What do you like best about the product?
We've been with Talkdesk for about 4 years now and in that time they've grown extensively. Each year, their platform gets better and better and provides agents and managers with better tools in order to analyse the statistics of both the department and an individual agent. They're a very innovative and collaborative company that listens to the feedback we provide them. As previously mentioned, there are releases fairly often for improvements. The software is also extremely reliable and offers a good help desk service in case of need. Additionally, I find the user interface to be very user-friendly. We must say that we also love their Google Chrome extension.
What do you dislike about the product?
There has been a couple of issues in the past in which integrations with Zendesk is lacks a bit of reliability. We had cases where there were some dropped calls from time to time and then tagging these dropped calls as missed. Basically, these issues were a bit of an issue when reporting our team's performance. We were having trouble understanding where all these dropped calls were coming from. In their defence, I must say that this issue has been much more reliable over the past year.
What problems is the product solving and how is that benefiting you?
We use Talkdesk to answer our customer's numerous requests. I love the reporting tool and the interface that I can share with the team. It makes it easier to explain to them our business needs when we can show them proper statistics. The tool is also very user-friendly and we can integrate a new agent to the tool fairly quickly. Finally, the fact that it is cloud-base doesnt require any download or installs. We find this very helpful for us as we have many agents login in from various workplaces.
Recommendations to others considering the product:
Definitely a must for any company looking for a software to handle their customer's inquiries. Talkdesk is by far one of the top contenders out there and will meet all of your needs.
Talkdesk is very user friendly!
What do you like best about the product?
I love how simple Talkdesk is to navigate. I also enjoy the simple reporting it provides and customer service has always been fast to respond when in need!
What do you dislike about the product?
I do love the simple reporting, but I would like some more detailed reporting as well.
What problems is the product solving and how is that benefiting you?
I love the admin privilege of managing statuses, I like that you can report on a team as a whole but also an agent basis. I can pinpoint production issues and work avoidance because of Talkdesk reporting.
Recommendations to others considering the product:
This is a very easy and simple to use tool. I recommend simply for the ease of use, I've encountered no bugs in my 3 years of use, you get basic but good reporting.
Reliable Service
What do you like best about the product?
TalkDesk has been an awesome platform for our company to make calls. A bonus for us is that TalkDesk provides recordings of each call made. It's user friendly and a plus for our company. We are able to monitor employees call times and productivity. It's easy to change the ring groups and to buy different numbers for each month. I definitely recommend using TalkDesk.
What do you dislike about the product?
The only thing I would suggest is making the audio available a little quicker. Longer calls tend to take a little longer to upload before we can download the actual file on our end.
What problems is the product solving and how is that benefiting you?
We are able to monitor productivity and make sure employees are on the phone. I can see in real time when an employee is making a phone call and when they are not.
The best!
What do you like best about the product?
That it integrates with my day to day job. Call quality is amazing and just makes my job easy
What do you dislike about the product?
Sometimes i need to restart it when it gets funky but thata a norm with technology.
What problems is the product solving and how is that benefiting you?
I use it to interact with my clients to help them out with whatever they need.
Worth Every Second!
What do you like best about the product?
Talkdesk provides great and accurate reporting to suite what's best for company needs. It helps with identifying trends to allow us to address any issues and concentrate on effective calls! Another feature I like with Talkdesk is it ability to pull the reports out onto an Microsoft Excel Sheet and other various downloadable options! It is definitely user friendly and visually better.
What do you dislike about the product?
There are several apps Talkdesk is compatible with, however it would be nice to have some of the features these apps provide embedded into Talkdesk. Being a call center some timing alerts will help with urgency and efficiency with our agents. One of the features will be a screenshot recording of the calls taken. This is a great way for us to get a full perspective of the call.
What problems is the product solving and how is that benefiting you?
A few of the benefits we have realized with Talkdesk is the ability to narrow down type of call based on queue. This helps identify trends that we can resolve or address to help increase for business sales, or reduce for customer issues. We are also able to set ideal expectations for our agents in knowing how fast a call can be answered and the duration of any type of call.
Talkdesk Platform
What do you like best about the product?
I like the ease of answering phone calls as well as the ease of using multiple lines to call out from. I also recently had an idea for a feature they could improve - and while we're still in the process of determining whether or not it can be implemented, they took my suggestion, had me send more info and screenshots on exactly how I'd like to see the feature introduced, and made sure the product development team received it. I like how they actually listened!
What do you dislike about the product?
Occasionally (very rare occasions) Talkdesk will flag a call as coming in from one number but it's really a different number. Not frequently, though. We've had very little downtime, but there has been some.
What problems is the product solving and how is that benefiting you?
Talkdesk syncs up well with Salesforce Desk and makes tickets in Desk quickly most times, so information only has to be entered once!
Recommendations to others considering the product:
While I am a user and was not involved in the decision to go with Talkdesk, I would say be sure to compare the integrations with apps and services you use (in our case, integration with Salesforce was a must, for example).
Great service better than landline
What do you like best about the product?
Easy to use and to transfer calls, call recording, and team views.
What do you dislike about the product?
The lag has gotten better but still needs work.
What problems is the product solving and how is that benefiting you?
Reduces the use of landline and IP phones. Cost saving on hardware by not buying physical phones and an online based system.
Recommendations to others considering the product:
Great service get rid of the IP phones and landlines
Great!
What do you like best about the product?
I love the simplicity of TalkDesk. It is extremely easy to use.
What do you dislike about the product?
I don’t like how you can’t see which agent receives the inbound call first.
What problems is the product solving and how is that benefiting you?
It provides simplicity.
Great Service for Small/Big Businesses
What do you like best about the product?
Easy to use, beginner friendly, well organized. When an issue occurs, we receive immediate assistance
What do you dislike about the product?
Users since 2010, we have experienced some minor issues, but they were rectified shortly after.
What problems is the product solving and how is that benefiting you?
Talkdesk helps our team to keep up with statistics, assignment of tasks, communicating efficiently and directly with our customers.
Recommendations to others considering the product:
use it!
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