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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.

    Information Technology and Services

Pretty Smooth

  • January 22, 2019
  • Review verified by G2

What do you like best about the product?
The record keeping and simple layout, recordings are easyly reachable
What do you dislike about the product?
sometimes lil buggy, lil too long loading pages, rarely tho
What problems is the product solving and how is that benefiting you?
the business works on talkdesh, contacting clients 24/7 by 1000+ agents.

    Morgan E.

Talkdesk has improved the quality and productivity of our Contact center.

  • January 22, 2019
  • Review verified by G2

What do you like best about the product?
It is Easy to use and offer a great range of services/features. Their customer service and level of support is amazing!
What do you dislike about the product?
TD reports could be improved instead of having to connect a third party partner through their app store for this purpose.
What problems is the product solving and how is that benefiting you?
1/ more visibility on our contact center KPI's to make the right business decision.
2/ Provide a better customer experience with the different services offered by TD.

    Thomas B.

Great service and easy to use tool!

  • January 22, 2019
  • Review verified by G2

What do you like best about the product?
For me how easy the tool is to use and its great integration with Salesforce. We have been using Talkdesk for almost two years and we couldn't be happier. Their service is A+ and the 1-1 relationship with our account manager really helps move forward with the tool!
What do you dislike about the product?
The call connections can be a little up and down from time to time, but their service team is always there to help identify and resolve the issue.
What problems is the product solving and how is that benefiting you?
We work in the middle east market and having a local number from that region can be very difficult, luckily for us Talkdesk has local MEAST numbers for us to use to speak to our customers. Also we needed a tool that could integrate well with Salesforce.
Recommendations to others considering the product:
Everyone should give Talkdesk a try!

    Alyssa A.

TalkDesk for Phone Support

  • December 14, 2018
  • Review provided by G2

What do you like best about the product?
TalkDesk was one of the easiest solutions we were able to set up in 2017, and looking back we're extremely happy with our choice. After interviewing our agents they continue to rave about the ease of use, how easy it was to actually adopt the product, and how great the integration with Zendesk works!
What do you dislike about the product?
Nothing huge to dislike according to our agents besides the inevitable errors from a web based tool. Those usually fix themselves and everyone can return to their routine.
What problems is the product solving and how is that benefiting you?
Before Nov 2017 we did not have phone support. We knew we wanted to offer this solution for our customers and decided to couple it with a new success program offering which customers pay for. We have 3 different tiers and customers have access to phone support (priority phone support in the higher prices tiers) and sessions with Customer Success Managers. We've had great feedback from customers who enjoy being able to call with customers and it has helped increased our ASP.
Recommendations to others considering the product:
I've really enjoyed working with our CSM at TalkDesk who has kept us up to speed with all the new releases and what is upcoming.

    Vladimir P.

User-friendly and easy to use

  • December 12, 2018
  • Review verified by G2

What do you like best about the product?
The ease of installation, usage, and fast reporting tools. Easy to be set up for new agents and changed for the current ones, along with the user-friendly UI, which allows prompt assigning of different roles, access, and support lines.
What do you dislike about the product?
Actually, the tool is really user-friendly, even for the admins. However, It will be a good option to have the calls/chats distribution prioritization a bit more customizable. I've run over the default prioritization, which is quite logical and brings a lot of sense and light over the talkdesk work, but it would be great to have the option to prioritize the distribution to a particular agent and then to change this prioritization to another one. Especially, when we work on different languages, level of expertize, and have different contact channels.
Still, I'd recommend the product to everyone, which needs a quick and user-friendly software.
What problems is the product solving and how is that benefiting you?
Using it for technical support and the product works great for us. I, as a supervisor, am using the different reports on a daily basis. Really happy to have the quick, as it is crucial for the fast pace of the team's work. In addition, I need to permanently add and remove lines and rights to the agents, depending on the current workflow.
Recommendations to others considering the product:
User-friendly for both using as an agent and supervising. The reports are informative and fast-generating. The new setup is done in a minute, along with assigning or de-assigning lines, rights and access level of a particular agent

    Biotechnology

Good product that will great in time.

  • December 12, 2018
  • Review verified by G2

What do you like best about the product?
The IVR setup was very customization, especially when integrating with Salesforce. My background is not in call center setup, but I was able to figure out how to do this.

The call metrics, both historical and live, are instantly available as soon as we turn on.
What do you dislike about the product?
The custom call metric reports are nice, but not easy to if you need to manually change. The reports are very ridged and I eventually decided it was easiest to pull all the call data into excel. I hope future updates make this easier to manipulate.
What problems is the product solving and how is that benefiting you?
We were able to provide our an IVR to our 800 number immediately. Once this was put into place we were able to monitor our departments to find out how improve our service levels across the company.

My executive reporting became much easier with call metrics at my finger tips. We were also able to find individual call center representative metrics, making it easier to improve and coach our staff.
Recommendations to others considering the product:
Every month Talkdesk is releasing a ton of new features, and is getting closer and closer to be truly great!

    Karanvir J.

Positive Review

  • December 12, 2018
  • Review verified by G2

What do you like best about the product?
Talkdesk is very intuitive and easy to use. I really like the Reporting Metrics as it gives me a lot of useful information.
What do you dislike about the product?
Sometimes, it is time-consuming to search for contacts in talk desk as you have to be very specific about the search criteria.
What problems is the product solving and how is that benefiting you?
As a user, I use it for inbound-outbound calls and monitor/review with reporting metrics.
Recommendations to others considering the product:
Would definitely recommend.

    Financial Services

Enhancing customer support through Talkdesk

  • December 11, 2018
  • Review provided by G2

What do you like best about the product?
I like it when I can know where a call is coming from. Numerous calls from one area help to interrogate the delivery of services in the locality
What do you dislike about the product?
I did not like the inability of Talkdesk to compile reports to show the pattern of calls in a given period. This feature would make it easy to know the months or trading periods when the highest or lowest calls were made
What problems is the product solving and how is that benefiting you?
We are solb=ving the problem of having to trace caller information and this has made the response efficient. Secondly, Talkdesk has made the retrieval of calls easy since the interface allows one to view missed calls
Recommendations to others considering the product:
I would recommend Talkdesk particularly if you want to improve the customer experience when they call your business. Its elaborate interface is easy to use and it would only take a couple of weeks before your staff is well-acquainted with its us.

    Apparel & Fashion

User Friendly

  • December 10, 2018
  • Review verified by G2

What do you like best about the product?
Is a very simple tool to use and to start with even for starter users with no knowledge about telephony systems. With talkdesk it's possible to adapt to every scenario
What do you dislike about the product?
Real-time tracking
Even knowing that a tool has been evolving I think that the live reporting has room to improve especially to track different queues at the same time.
What problems is the product solving and how is that benefiting you?
Personalized reporting; simplicity; adjustable to several scenarios.
Regarding Timezone Talkdesk follow correctly the daylight changes minimizing impacts on end clients
Recommendations to others considering the product:
Easy to Use and adapt to several scenarios.

    Eric V.

Talkdesk is great

  • December 08, 2018
  • Review verified by G2

What do you like best about the product?
Talkdesk is great, great call quality, easy to use and understand, I use it everyday where I work.
What do you dislike about the product?
Nothing I can think of. I haven't run into any problems.
What problems is the product solving and how is that benefiting you?
Easy to call off a computer and easy to track your calls.

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