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Great Quality Transparent Functionality
What do you like best about the product?
The call quality is impressive and the ability to navigate its different functions (status, casing, etc.).
What do you dislike about the product?
It can seem like a lot to ask if you are having sales or support specialists set up their own Talkdesk. Plugin dependency + desktop app.
What problems is the product solving and how is that benefiting you?
We originally chose Talkdesk because of poor Zendesk talk functionality. This has provided a more consistent experience.
Recommendations to others considering the product:
If you are looking for a much better alternative to Zendesk talk or a simple softphone solution, this is it!
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Good phone system with room for improvement
What do you like best about the product?
Calls on the soft phone are typically clear and the connection is solid as long as internet is reliable
What do you dislike about the product?
Problems with in call dialing (dialing extensions, dial by name directory)
Does not connect to third party devices, cell phones.
Does not connect to third party devices, cell phones.
What problems is the product solving and how is that benefiting you?
Doesn't rely on a landline. Can use from anywhere with internet connection.
Good system for customer calls
What do you like best about the product?
The ability to review previous call recordings.
What do you dislike about the product?
We have used the programme integrated with Zendesk and have found that we don't always get notified of incoming calls.
What problems is the product solving and how is that benefiting you?
Our customer support team work remotely and it allows us to manage incoming calls without needing handsets or individual numbers.
Does It's Job
What do you like best about the product?
It provides a fairly user-friendly interface and easy way to have our entire support team take calls from customers as well as return calls, all while working remotely.
What do you dislike about the product?
The new "call bar" extension works for some of my coworkers, but not for me. It's also a little "clunky" and in the way while I'm working on other tasks. The call quality isn't always the best, but I haven't had too many complaints about it.
What problems is the product solving and how is that benefiting you?
We started using TalkDesk as a way to integrate a phone system for our support team who all work remotely. It makes it easy for us to answer customer calls as well as return them, without having to be locked into a landline or use our own numbers, and provides customers with toll-free-numbers that they can call to reach us.
Recommendations to others considering the product:
TalkDesk is pretty easy to use, so you shouldn't have too much trouble with it. I wish it had some more features and that the extra features, like call forwarding were a little easier and more straightforward, but they seem to be going in the right direction.
Appreciate our current CSM support!
What do you like best about the product?
I appreciate our CSM and his ability to support us with our questions in a timely, direct manner
What do you dislike about the product?
Unfortunately we have not been able to have all the features implemented as promised and discussed during on-boarding as well as downtime.
What problems is the product solving and how is that benefiting you?
Cloud based integration with SF
Great product, always improving
What do you like best about the product?
Deep integrations through the app market as well as custom build webhooks/data pulls
What do you dislike about the product?
Platform reliability needs to be improved but they are rapidly working on this.
What problems is the product solving and how is that benefiting you?
Both outbound sales calls as well as inbound customer service.
Great customer attention
What do you like best about the product?
The personal attention provided to customers to ensure their needs are met.
What do you dislike about the product?
Customization options for reporting to be more predictive.
What problems is the product solving and how is that benefiting you?
WFM
Has its ups and downs
What do you like best about the product?
Ability to replay calls and record the entirety of the conversation
What do you dislike about the product?
Dropped calls! Its terrible when you have customers upset at you for having to call them multiple times
What problems is the product solving and how is that benefiting you?
being able to reach clients and record conversations properly for QA
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
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!
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