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Talkdesk Review
What do you like best about the product?
The integration with Zendesk is one of the more prominent features of Talkdesk. In addition, setting up the workflows and administering the system is really easy. Talkdesk is very good about implementing client feedback to build a better product. Their reporting is also very robust and powerful
What do you dislike about the product?
Transparency with billing is something that can get confusing. Their billing is accurate but the way you have to forecast minutes can get confusing. If you're no an excel expert, reporting can be overwhelming because they have such great details with their data.
What problems is the product solving and how is that benefiting you?
Integration with Zendesk to create service tickets for phone calls. We've also been able to properly forecast calls based upon all the raw data. Also, through optimization, we've been to hold agents to high levels of adherence.
Recommendations to others considering the product:
Yes
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So far so good!
What do you like best about the product?
Phone system is incredibly easy to use. Way less time refreshing and troubleshooting. Call quality is A+ and the notification sounds are much less jarring. Super excited to use this now and get to know more about it.
What do you dislike about the product?
Nothing yet, fairly new the system but I will be back if there are issues
What problems is the product solving and how is that benefiting you?
Answering customer service calls, transferring calls, outbound calls.
Recommendations to others considering the product:
The roll out just took one day so if you're considering it, it won't take you very long!
I hear that ringtone in my nightmares
What do you like best about the product?
- No need for a physical phone.
- Dial someone from anywhere with internet.
- Listen to call recordings, monitor other calls.
- Syncs to Salesforce.
- Fast responding customer support.
- Dial someone from anywhere with internet.
- Listen to call recordings, monitor other calls.
- Syncs to Salesforce.
- Fast responding customer support.
What do you dislike about the product?
- Microphone permissions issues cause the microphone to shut out with no warning. I have to either restart Chrome entirely or use the Terminal to reset audio on my Mac.
- The recently deprecated Salesforce widget was insane. If you were marked as Away in TD it didn't tell SFDC, so calls would still come in, and vice versa. But the new callbar in Zendesk is working fine.
- My dedicated phone number is not what comes through when I make a call. I'm sure this could be fixed through support but it's just another thing on my list. Not sure what that's about.
- There seems to be only one standard ring and it haunts me.
- The recently deprecated Salesforce widget was insane. If you were marked as Away in TD it didn't tell SFDC, so calls would still come in, and vice versa. But the new callbar in Zendesk is working fine.
- My dedicated phone number is not what comes through when I make a call. I'm sure this could be fixed through support but it's just another thing on my list. Not sure what that's about.
- There seems to be only one standard ring and it haunts me.
What problems is the product solving and how is that benefiting you?
- No need to purchase phones.
- Allows us to revisit important calls that have been recorded.
- Allows us to revisit important calls that have been recorded.
Recommendations to others considering the product:
I would say at the end of the day it comes down to little frustrations with the UI and set up. It's not the worst product out there, and it does what I need it to do - Make calls.
As Good as It Gets
What do you like best about the product?
I can count on Talkdesk to get me through calls simply and easily, with no drops or interruptions. It's easy to log a call with our Salesforce integration as well, and see a history of calls. The Salesforce integration is big for me and my team - we don't have to spend time logging calls - instead, we just click a button and the call is there in Salesforce.
What do you dislike about the product?
Occasionally the audio will fail on my end, so I'll end up calling someone only to have them not hear me. I think Talkdesk could fix this by searching for defects with audio hardware such as headphones/microphones. I know this has to be really difficult to build into Talkdesk, though, since there are only a million kinds of headphones/mic sets that users might be using.
What problems is the product solving and how is that benefiting you?
Talkdesk is a really easy interface that is dead simple - I don't have to worry about scrambling through a complicated interface in order to make a call. It's as easy as picking up a phone.
We've realized the benefits of call tracking in Salesforce and the time-saving aspects of this integration have been helpful.
We've realized the benefits of call tracking in Salesforce and the time-saving aspects of this integration have been helpful.
Excellent product that requires further refinement.
What do you like best about the product?
Excellent support and communication from start to finish, all the various abilities to integrate with different technologies and also the ease of using the system from both a back office and user point of view.
From an admin P.O.V the whole system is a piece of cake compared to say your traditional SIP trunk or PBX system which if you have ever used are a complete nightmare and generally the opposite of useful (looking at you Mitel & Panasonic in particular!). There are other systems a bit like Talkdesk in the emerging SaaS phone based market but very few have such an array of integration possibilities and with the imminent release of an API I believe things can only get better in this arena.
From an admin P.O.V the whole system is a piece of cake compared to say your traditional SIP trunk or PBX system which if you have ever used are a complete nightmare and generally the opposite of useful (looking at you Mitel & Panasonic in particular!). There are other systems a bit like Talkdesk in the emerging SaaS phone based market but very few have such an array of integration possibilities and with the imminent release of an API I believe things can only get better in this arena.
What do you dislike about the product?
The system is not fully developed to its full potential, yet, and the future development road map could be better highlighted and organised for clients such as us who have a hectic development schedule to be better prepared.
Callbar which is their Chrome widget that sits aside the browser still needs a lot of work, you can't for instance search for a contact yet and you basically have to copy and paste from the browser rendering Callbar fairly pointless at this point in time.
All in these are really minor criticisms to a system that at its core works as it should.
Callbar which is their Chrome widget that sits aside the browser still needs a lot of work, you can't for instance search for a contact yet and you basically have to copy and paste from the browser rendering Callbar fairly pointless at this point in time.
All in these are really minor criticisms to a system that at its core works as it should.
What problems is the product solving and how is that benefiting you?
With our previous system things were dated and allowed for little improvement in integration with other technologies. Talkdesk is always evolving and will eventually be our main conduit for all customer communication be it via our website or mainline.
Talkdesk is a leap forward in terms of managing account managers and looking at day, weekly & monthly statistics to help the company accomplish its goals more efficiently.
Talkdesk is a leap forward in terms of managing account managers and looking at day, weekly & monthly statistics to help the company accomplish its goals more efficiently.
Recommendations to others considering the product:
Plan ahead what you require exactly as possible and the TD team will help all the way no problem.
Talkdesk Review
What do you like best about the product?
Call tracking, recordings, salesforce integration
What do you dislike about the product?
Support mediocre at best. Sometimes goes dark and calls drop.
What problems is the product solving and how is that benefiting you?
call recording mainly.
Recommendations to others considering the product:
Support is limited at best, make sure you have the bandwidth to handle the calls.
Great Digital Call Center Solution
What do you like best about the product?
We love the fact that it uses Google Chrome instead of additional installs. It stays in the browser which makes accessing it from multiple locations simple and intuitive.
Reliable reporting and easy to use. It's much easier and more reliable to use than our other solution.
Fast replies from account managers and support. I have nothing but good things and praise for our account manager and their support team. Always friendly, quick, and courteous, they're able to answer most questions.
Reliable reporting and easy to use. It's much easier and more reliable to use than our other solution.
Fast replies from account managers and support. I have nothing but good things and praise for our account manager and their support team. Always friendly, quick, and courteous, they're able to answer most questions.
What do you dislike about the product?
No live API for custom data or dashboards. This is something that was said to be on the roadmap for Q1 2016 but we've seen no update for it.
Zendesk integration is amazing, but the CTI is limited. You can't see which ring group is being called or any tags associated with IVR choices. Agents aren't able to be prepared for the issue at hand.
Zendesk integration is amazing, but the CTI is limited. You can't see which ring group is being called or any tags associated with IVR choices. Agents aren't able to be prepared for the issue at hand.
What problems is the product solving and how is that benefiting you?
Call center solution for a medium sized business. We've saved money over the competition and are happy with our service.
It's also great to work with a startup like ourselves and be a contributing member of their development. They're constantly asking for feedback and ways to improve the product.
It's also great to work with a startup like ourselves and be a contributing member of their development. They're constantly asking for feedback and ways to improve the product.
Recommendations to others considering the product:
We love that it uses Google Chrome as it's soft phone and doesn't require any additional installs.
Taking Support calls
What do you like best about the product?
I like the online/offline capabilities and quick transfers. I also like the call tracking and user history. Filtering is great for searching back logged calls and the reporting feature for available bandwidth is helpful when determining busy hours and availability hours for scheduling purposes.
What do you dislike about the product?
Inability to sometimes use the service for touch tone type conferencing which requires you to enter in various numbers. Also, sometimes we see that the call will ping one user and not another when one drops off.
What problems is the product solving and how is that benefiting you?
fielding customers from many difference regions and product lines.
Recommendations to others considering the product:
Make sure you create a map of what features you'd like and all of your number integrations to discuss with your rep before fully integrating to make sure that you don't set yourself up without the ability to scale up when you start to get an increased number of calls and agents.
Great potential. Never got a chance to gain more hands on
What do you like best about the product?
The ease, integration to current system and free support. Great comms and interface was perfect.
What do you dislike about the product?
Trial period was at a bad time and never got the hands on time I would have liked. No issues or dislikes to TD though.
What problems is the product solving and how is that benefiting you?
No problems as above other than lack of time to fully test it out. Benefits are the report capabilities
Simple and powerful tool
What do you like best about the product?
This tool is very simple to set up including integration with Zendesk, our ticketing tool. Talkdesk makes it easy to retrieve data. Customer service has been quick to resolve issues.
What do you dislike about the product?
There are some technical issues when we have the Talkdesk website open with the widget in our ticketing system.
There is no current option to see a real time dashboard of time logged in a specific pause state or status. The current dashboard is difficult to see on our monitors across the floor, so additional options for a dashboard view would be helpful.
There is no current option to see a real time dashboard of time logged in a specific pause state or status. The current dashboard is difficult to see on our monitors across the floor, so additional options for a dashboard view would be helpful.
What problems is the product solving and how is that benefiting you?
Simplicity of the tool makes it easy for all levels of our organization to understand data. The ability to set statuses helps us track productivity in a real time and clear manner.
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