Talkdesk
TalkdeskExternal reviews
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Always responsive
What do you like best about the product?
Their support staff is always available and willing to go above and beyond if you are having issues.
What do you dislike about the product?
We do have occassional technical issues that prevent us from being able to take calls but they are usually short lived.
What problems is the product solving and how is that benefiting you?
We use Talkdesk for our sales and support call center. Their integrations have allowed us to streamline a lot of our process.
A customer service call center staple
What do you like best about the product?
I like the ability to listen to calls later. Its was great for having my performance rated as I didn't have to try and remember - I could just listen and get feedback on what I did well or needed to improve upon.
What do you dislike about the product?
Some call quality but that could certainly be attributed to other factors. Some of the stats weren't easy to see but I think it was our internal set up.
What problems is the product solving and how is that benefiting you?
It was a staple for the call center that was created. I liked that the interface was user friendly.
Great Phone solution
What do you like best about the product?
I love the integration with Salesforce and the reporting functionality. The voicemail integration with Slack is also beneficial to our company.
What do you dislike about the product?
It can be a little difficult to navigate call history on the web portal. I also wish that the cell phone porting was a little bit more seamless.
What problems is the product solving and how is that benefiting you?
Call recording was a huge issue for my company. Now that we can go back and listen to conversations, it makes customer service a much easier role. Additionally, the reporting gives us great analytics to see who is answering the most calls and how long calls are taking.
Recommendations to others considering the product:
The customer service is top notch. We get questions answered quickly and efficiently which was a huge help while integrating it into our company.
Efficient and Effective!
What do you like best about the product?
Talkdesk has been very helpful to our team. The user interface is very user-friendly and it makes us more efficient in our calls.
What do you dislike about the product?
Sometimes the calls don't connect correctly or they don't pop up on Salesforce. This is a bit inconvenient because I'd have to create a case manually which takes some time
What problems is the product solving and how is that benefiting you?
Navigating Talkdesk is very easy and makes our calls faster and efficient.
TalkDesk is Awesome
What do you like best about the product?
TalkDesk is awesome ! The effective interface that is displayed allows for maximum work and allows for an efficient work environment ! Additionally, I enjoy how the cases from TalkDesk migrate to SalesForce. My favorite aspect about TalkDesk is how I am able to see what Customer Support agent is available and who is not.
What do you dislike about the product?
There are very few negative things I can say about TalkDesk. Although, one thing that tends to happen frequently which is why I gave a 9/10 is that not all of my cases are connecting to my SalesForce . This is the only issue that occurs frequently and every once in a while two calls will come in at the same time.
What problems is the product solving and how is that benefiting you?
We are able to produce technical support solutions with TalkDesk. We have troubleshoot errors faster and connect calls to the correct Customer Support Staff.
Recommendations to others considering the product:
You are headed in the right direction if you are looking to purchase TalkDesk for your company !
Efficient and transparent
What do you like best about the product?
I love TalkDesk's dashboards and reporting.
What do you dislike about the product?
I wish that there was a 30 second buffer after hitting "Log Call", the back to back ringing can get painful " if the volume gets high during the holidays. This is because if you need to take lunch or a break, the phone will still ring after hitting "Log Call" which affects our numbers. Youll need to miss the call, then take lunch.
What problems is the product solving and how is that benefiting you?
As mentioned above, the dashboards and reporting is my favorite part. It makes it super easy to visualize the data to make our process more efficient. We can also see the team's availability, which is useful if you need to take time off the phones to complete a project that way you can pick a time that has maximum phone availability.
Very helpful and professional
What do you like best about the product?
How professional and helpful TalkDesk has been. Whenever I have had a problem, it is always solved very quickly. I find transferring and receiving calls very easy. I like how contacts are saved, instead of having to put all the information yourself, which is incredibly stress free, especially when busy. Listening back on conversations has also been incredibly helpful.
What do you dislike about the product?
Sometimes the phone still rings when I have picked up the phone, where I find myself speaking half way through to clients.
What problems is the product solving and how is that benefiting you?
Listening back on conversations has really helped. When a repeat client rings, it says their name while they are ringing so you can get everything prepared by the time you have picked up. Making notes while on the phone is also a real benefit.
Great tool for an international team
What do you like best about the product?
I love how easy to use the product is. Really makes a difference when you have to work on the phones all day!
What do you dislike about the product?
The quality can sometimes be a little on and off, but opening a ticket with support resolves the issue super quickly!
What problems is the product solving and how is that benefiting you?
We have a lot of middle east clients and it is very difficult to get local numbers from that region for customer to call us back!
Recommendations to others considering the product:
The easy to use system is amazing and the service is even better
Great metrics
What do you like best about the product?
The reporting is great. It allows me to get a true grasp on our performance. The queueing of calls is great and the way you can change how the calls are dispersed is a huge plus.
What do you dislike about the product?
Sometimes the interaction with Sales Force is a little off. At times the calls will come through, but the case doesn't auto pop.
What problems is the product solving and how is that benefiting you?
Customer interaction and Case to call linking. It makes things so much faster to be able to receive a call from a customer and the case pops up with the contact info. When reviewing calls I am able to track down specific calls and cases quickly.
Recommendations to others considering the product:
If your running a call center and you're looking for something that delivers on all fronts then you want to add this to your company. Your team will appreciate it.
I like having options!
What do you like best about the product?
I have used many interfaces for phones. I like that there is a web interface and an a call bar which gives me options the fun part that you can choose which case to attach the call makes it easy if there are a lot of tabs open!
What do you dislike about the product?
I don't like that there is sometimes a 1 second delay in the phone calls when logged through the computer to the cell phone. It leads to me talking over customers, but I have trained myself to wait the second before i speak.
What problems is the product solving and how is that benefiting you?
I like that I am able to link the calls to my cases so if there is an escalated issue where the customer states non proper protocol or bad customer service I am able to pull up the call and review it.
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