Talkdesk
TalkdeskExternal reviews
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Talkdesk: An amazing journey
What do you like best about the product?
After a year of using TalkDesk, I have recognized its value beyond comparison. Its intuitive user interfaces, with instant access to recordings and the ability to change my status while away, make this product highly desirable for anyone who wants their business operations to be streamlined. The fact that you can conduct searches through specific phone numbers or emails further adds immense ease when tracking interactions throughout the organization, which is immensely beneficial in all aspects of operation!
What do you dislike about the product?
Talkdesk can be lacking in terms of providing complete information on incoming calls. As a result, I have experienced an issue where specific calls need to be correctly transferred, and my availability needs to reflect the actual situation accurately. This is concerning as it makes it difficult for me to provide valid evidence about what has happened during these interactions.
What problems is the product solving and how is that benefiting you?
The problem TalkDesk solved for us was the time and operational inefficiency of switching between different providers. We were able to streamline our operations, resulting in faster reaction times and better customer service when dealing with diners and restaurants as part of a larger group.
Discover the benefits of Talkdesk
What do you like best about the product?
I love the comprehensive features that Talkdesk offers, from its portability and usability to personalization settings which allow me to mark myself absent or on break. Viewing information such as name, business organization, phone number, and email address before picking up a call is extremely helpful when dealing with challenging requests! It also provides a valuable diary of phone calls and audio recordings, so I can listen back if I miss any crucial details about an incoming call.
What do you dislike about the product?
I have not encountered any issues with Talkdesk that made me dislike it. However, one potential area for improvement could be preventing automated communications from being automatically disconnected when they arrive since customer assistance can then experience an unnecessary slowdown in service. This is a relatively straightforward fix that would benefit users if addressed appropriately.
What problems is the product solving and how is that benefiting you?
The Talkdesk Pick-Up Rate report can improve productivity by helping agents increase their percentage of successfully answered calls. On average, the rate was enhanced by about 50%.
Simple, yet extraordinarily effective.
What do you like best about the product?
What I like best about Talkdesk is its uncomplicated user interface, whether I'm using the web version or a local installation—learning how to utilize the TalkDesk platform requires minimal effort. This stage was user-friendly, and the revealing was excellent—this is coming from someone who has never used consider focus before. One of my favorite features is the ability to explore freely. Others' comprehension improves rapidly and visibly as a result of instruction and preparation thanks to Salesforce's excellent service and help.
What do you dislike about the product?
What I want to see improved with Talkdesk are the report capabilities and customization options. There are detailed reports that I frequently use that are unavailable, which requires me to compile them from existing accounts manually. It would be helpful to tailor a report's stats to my specific needs.
What problems is the product solving and how is that benefiting you?
Our clients rely on Talkdesk to solve their customer service needs. The software is adaptable and easy to use, resulting in fewer customer inconsistencies. Additionally, Talkdesk provides features such as placing a call on hold or transferring it to another number - making it a potent tool for businesses.
Talkdesk is my highest recommendation.
What do you like best about the product?
I like how simple and easy it is to use Talkdesk. It only took me 30 seconds to set up a new phone number, and there were no issues with it immediately beginning to work. I also love the analytics dashboard because it's so extensive and provides us with information from the previous several days and what's going on currently. With Talkdesk, I can quickly check my current status and see how much time I've spent in each situation. This is excellent for tracking rest intervals since our availability fluctuates often. This tool is perfect for teams who need to manage an incoming call queue—small call centers like ours!
What do you dislike about the product?
The only significant concern I have with Talkdesk is the frequency of connection loss. When this occurs, it is usually because the caller did something wrong, not the person receiving the call. My Talkdesk needs to be restarted when customers can hear me, but I can't listen to them.
What problems is the product solving and how is that benefiting you?
The problem with Talkdesk is that it doesn't have an effective way to indicate when a call is coming in, so people often don't answer the phone. Additionally, call recordings aren't easily accessible, and there's no good way to keep everyone up to date.
The finest of Taldesk yet created.
What do you like best about the product?
Talkdesk is excellent because it allows us to communicate with our clients in a way that doesn't interrupt their day. I have a phone and caller ID on my computer, so I never have to worry about missing an important call again. Talkdesk always remains at the top of my screen, regardless of the other windows I have open, which is very helpful. Transferring warmly tool is also useful when relocating my clients to a new location. I can pause the chat while I call the individual they need to be transferred to, update them on the situation and measures we've already taken, before bringing them back into the chat to meet their new point of contact. This adds a more personal touch.
What do you dislike about the product?
When reporting a problem to the IT team, it is easy to locate specifics such as call ID codes. We have no complications when combining Piderive with TD, which is time-saving and convenient. In place of providing a slow response, the technical team may occasionally delegate duties to us.
What problems is the product solving and how is that benefiting you?
The communication above concerns simplify its use, and if you're looking for something, you'll be able to find it in any situation where it's required. I always respond negatively when asked about collaborating with different software because of how difficult past experiences have been.
Talkdesk provides excellent performance from a good product.
What do you like best about the product?
The most intuitive features of Talkdesk are setting up new lines and expanding. Even after researching and evaluating rival alternatives, Talkdesk is the most effective option for our organization. The best thing about Talkdesks first-tier support is that they are consistently courteous, knowledgeable, and helpful. They go above and beyond by following up on small concerns. We need them to achieve the level of success that we have now.
What do you dislike about the product?
What I don't like about Talkdesk is that the audio quality could be better, calls are frequently interrupted, and you can't transfer calls. Also, their customer support needed help to help us with these issues. Additionally, it's hard to look up call history in the admin panel because there are so few search criteria. Lastly, the hold music is way too loud compared to the phone ringing or people talking.
What problems is the product solving and how is that benefiting you?
Our customer service team can be expanded or contracted as needed using Talkdesk. The system is easy to set up and use and allows us to route calls to the most qualified person in the IVR system. This enhances both customer satisfaction and productivity.
Talkdesk: A Quick and Simple Way to Make and Receive Calls
What do you like best about the product?
I like many features of Talkdesk that I want, but I appreciate the most how it allows me to keep track of my customers and clients. Seeing their phone numbers when a call comes in helps me remember who they are and where they're at in terms of our relationship. Additionally, being able to configure personalized states for each customer lets me know exactly how engaged they are with my business. The graphical representations of customer satisfaction data are also very helpful in understanding how well we're doing as a company.
What do you dislike about the product?
Talkdesk is unpredictable in how it assigns incoming calls to agents. This can be frustrating when, for example, I have just joined and advertised my availability. Still, an incoming call is routed to another queue because the agent there is more available than the agent in the current queue. Alternatively, the ring could be sent to the agent with the maximum availability regardless of whether they are best suited to deal with it.
What problems is the product solving and how is that benefiting you?
Having voicemail has eliminated their time zone and personnel issues. As the organization has shifted to a more distant work structure, the monitoring tools have proven quite helpful in holding accountable those who cannot be as easily managed through traditional means.
Talkdesk platform is great - lots of features and easy to use. Implementation is smooth.
What do you like best about the product?
Ease of use and the features it comes with. Going from excel forecasting and scheduling - it was great to have it built into our phone system. Quality Monitoring is another perk - being able to "real time" evaluate calls and send them back to the agents is a game changer.
What do you dislike about the product?
We had some limitations since the Canadian domain is not as sophisticated as the US domain. There were challenges with the implementation team, which seem to have resolved with a change in leadership with Talkdesk.
What problems is the product solving and how is that benefiting you?
Talkdesk is updating their Canadian domain with every release; however, they are deleting/decommissioning some of the items we were using and not being on Google Chrome is a major hindrance with us, but we are confident that our needs are on their roadmap for both our growth!
Onboarding was very easy and application has been easy to use
What do you like best about the product?
Features, ease of set up. Functionality and ease of use.
What do you dislike about the product?
Reporting is thorough but could be more user friendly. I have to run multiple reports to get the information I want daily.
What problems is the product solving and how is that benefiting you?
Contact management in one easy to use screen
For Brazil, there are still some features under construction
What do you like best about the product?
There are native integrations with WFM, QA and CRM platforms.
We have a good support of our CSM
The way of collection is clear
A new identification of postal box in Colombia
Support for two countries for the same company
We have a good support of our CSM
The way of collection is clear
A new identification of postal box in Colombia
Support for two countries for the same company
What do you dislike about the product?
For Brazil, there are some features that haven't been built yet that would help a lot. like:
-CSAT
At the end of a phone call, a voice recording asks the customer what rating from 1 to 5 they would give to that service, and then the customer would press the button on their cell phone to rate the service and this information is also available in the report. that we have in the API with ADDI and be able to extract these results.
- Campaign with recorded message
Being able to record a message and play this message for a specific campaign.
We also have the option to end this call, or program it so that at the end of the message the customer can choose to end the call or remain on the line or press a digit on the cell phone and transfer it to an available agent.
- Identification of the area code within a campaign
Have the technology that identifies which area code we are dialing and use a number with the same area code or a number that we previously set to use to dial this area code (extremely important feature for Brazil)
- Real-time reports on active campaigns
We can have reports of active campaigns without having to pause them (how many% of the list we have already passed, how many responded, how many were direct and etc.)
- Campaign dial order
Have the ability to schedule to call customers more than 1 time in each campaign, but will only call the second time after we call all customers in the campaign for the first time
- Full integration with Kustomer
have an identification number that is the same for Kustomer and talkdesk, so that we can identify the same client in each tool.
-CSAT
At the end of a phone call, a voice recording asks the customer what rating from 1 to 5 they would give to that service, and then the customer would press the button on their cell phone to rate the service and this information is also available in the report. that we have in the API with ADDI and be able to extract these results.
- Campaign with recorded message
Being able to record a message and play this message for a specific campaign.
We also have the option to end this call, or program it so that at the end of the message the customer can choose to end the call or remain on the line or press a digit on the cell phone and transfer it to an available agent.
- Identification of the area code within a campaign
Have the technology that identifies which area code we are dialing and use a number with the same area code or a number that we previously set to use to dial this area code (extremely important feature for Brazil)
- Real-time reports on active campaigns
We can have reports of active campaigns without having to pause them (how many% of the list we have already passed, how many responded, how many were direct and etc.)
- Campaign dial order
Have the ability to schedule to call customers more than 1 time in each campaign, but will only call the second time after we call all customers in the campaign for the first time
- Full integration with Kustomer
have an identification number that is the same for Kustomer and talkdesk, so that we can identify the same client in each tool.
What problems is the product solving and how is that benefiting you?
I sent an email with the features that I feel necessary to gain more efficiency, mainly not in Brazil
I am working together with our CSM, doing weekly follow ups to treat them.
I am working together with our CSM, doing weekly follow ups to treat them.
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