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TalkDesk has made it easier for my CS team
What do you like best about the product?
I love the reports that TalkDesk provides, new ideas are always coming up through TalkDesk, their CustomerService Team is always so kind and ready to help. Our Customer Service team loves how easy, user-friendly TalkDesk is for them and when talking calls. Another thing I have noticed as well is that TalkDesk really listens to their customers, and they try to provide the best service to them.
What do you dislike about the product?
I cannot say there is anything that I do not like about the system. As mentioned previously, they really listen to their customers, and try to come up with the best solution for them.
What problems is the product solving and how is that benefiting you?
Handle time, where do we need our team members, how our team members are doing. The benefits are endless because with the reports, live reporting, seeing numbers, etc, it has made it easy for us to determine what we need to do as a company.
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Great Phone System for Small-Medium Departments
What do you like best about the product?
I most appreciate the ease of administration and roll out. We are able to easily add/remove numbers, agents, IVR options, etc as required based on operational needs. The provided reports also allow us to analyze our performance quite well. TalkDesk support has been very responsive and helpful.
What do you dislike about the product?
There is no direct connection to Power Bi. This would be useful for our organization to perform more advance reporting without having to utilize exports. The reporting snapshots provided are great for spot checking certain aspects of phone performance, but increased ability to compare the data within the reporting section would likely improve their usefulness.
What problems is the product solving and how is that benefiting you?
We use TalkDesk to manage all of our Customer Experience inbound and outbound call needs. We have benefited from the ability to monitor real-time phone call activity, as well as the ability to report on our performance from large overviews to granular details. Additionally, TalkDesk's support has been tremendously helpful and responsive.
Recommendations to others considering the product:
Speak with the TalkDesk team certainly. They can arrange meetings with comparable organizations to allow for more in-depth conversations on their experience. Also give the trial a shot with a portion of your department to see if the platform will meet your requirements.
Works well enough
What do you like best about the product?
It's great that I can see which agents are online/available. Our team is small and doing many things, not just support. So, because of that it isn't a home run for us. This tool is - reasonably so- probably intended for larger call centers where all they do all day is take inbound calls.
What do you dislike about the product?
switching from web mode to widget mode is easy to miss. My agents forget this sometimes and don't hear calls ringing as such. I don't think there's a way to have a different greeting play when the queue is higher or if all agents are on another line. That would be nice for us since we are a smaller team, and when we are maxxed out we don't have another 10+ agents who might be able to hop on after finishing their calls. i.e. Hi there, thanks for calling X. We're experiencing a higher than usual call volume. Hang tight or email us at ...
What problems is the product solving and how is that benefiting you?
It's helpful for seeing who is calling, so long as you've taken the time to add the contact in.
Very dependable phone platform
What do you like best about the product?
It's very easy to use and the up-time is very good.
What do you dislike about the product?
The reporting isn't very robust and there are rarely major updates
What problems is the product solving and how is that benefiting you?
We use Talkdesk for our customer support team. It has allowed us to scale very quickly because our agents just need an internet connection to get started.
TalkDesk is easy!
What do you like best about the product?
Super easy to use and I love the TD extension which gives me flexibility.
What do you dislike about the product?
I miss the google extension but I know that's not your fault haha
What problems is the product solving and how is that benefiting you?
We have remote reps who take calls. This gives us an affordable way to have remote reps take calls. Also the reporting features are great!
A lot of glitches
What do you like best about the product?
The widget is very simple to use. It is a lot nicer than going into the webmode.
What do you dislike about the product?
There is a lot of down time. Our phones will go down for a few minutes at least once a week. I call to report it and they just say there are no other reports and leave it at that. There always seems to be something going wrong.
What problems is the product solving and how is that benefiting you?
We are changing to zendesk at the end of the month to see if they have fewer issues.
Recommendations to others considering the product:
Be prepared for down time.
I LOVE IT!
What do you like best about the product?
IT IS VERY EASLY ACCESSIBLE AND USER FRIENDLY. I HAVE WORKED WITH SEVERAL OTHER PHONE SYSTEMS AND THIS BY FAR HAS TO BE THE BEST.
What do you dislike about the product?
NOTHING AS OF YET, I LOVE TALKDESK! I HAVE NO DISLIKES.
What problems is the product solving and how is that benefiting you?
WE WERE PREVIOUSLY HAVING AN ISSUE VIEWING AGENTS AND ANSWER SPEED HOWEVER, NOW THAT THE FEATURE HAS BEEN UPDATED AND SPLIT APART FROM THE CHART IT'S A LOT BETTER.
first time user, easy platform
What do you like best about the product?
Its very simple to use and information is easy to find after a call is over
What do you dislike about the product?
i have to refresh to see the call history
What problems is the product solving and how is that benefiting you?
i work in customer support and we help people with the card service we provide.
using talkdesk for customer support
What do you like best about the product?
The ease of noting calls as well as the ability to take inbound calls and make outbound calls.
What do you dislike about the product?
It does lag from time to time and takes a while to load customer data
What problems is the product solving and how is that benefiting you?
We answer calls from customers as well as place calls to customers.
Recommendations to others considering the product:
No recommendations.
Good for incoming calls
What do you like best about the product?
- Writing notes on the go while a call is active
What do you dislike about the product?
- Can be slow at times, layover of close notes button is almost over the hangup call button which makes it easy to accidentally hang up a call
What problems is the product solving and how is that benefiting you?
- Helping customers with their needs and concerns and being able to record those for later use
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