Talkdesk

What do you like best about the product?

efficient, easy to use, and user-friendly.

What do you dislike about the product?

In our configuration it is not possible to put a call on hold to take an other call.

What problems is the product solving and how is that benefiting you?

A very good platform for telephone communication

What do you like best about the product?

I like having everything on one platform- voice, chat, sms, whatsApp, performance management, workforce management. It also integrates easily with Zendesk. The reporting is easy to use and provides an abundance of information.

What do you dislike about the product?

Sometimes the support guides are outdated or not easy to follow. It's also unclear if some options are available with the suite I have. This means I have to contact my account manager to understand if the option is available to me or if it would be an add-on.

What problems is the product solving and how is that benefiting you?

We've had an increase in customer orders, which means an increase in contact volume. Adding the Autopilot Agent has made a huge difference in being able to support more customers with less wait time and no need to backfill the open positions we have, so there really hasn't been an increase in our operating costs. The pricing for AI has been competitive.

What do you like best about the product?

It’s incredibly user-friendly and really helpful for summarizing my calls. It also makes it easy to look back at past activities and track my overall performance.

What do you dislike about the product?

It doesn't always load properly and there are sometimes connectivity issues. It would be nice if it was formatted a little differently such as having the "accept call" button higher up on the screen

What problems is the product solving and how is that benefiting you?

It's helping me close my tickets quicker by summarizing my calls for me, which I really like

What do you like best about the product?

the speed when consulting any information (incoming, outgoing calls), making or answering calls, and the ease of checking the times of all agents connected to the same project.

What do you dislike about the product?

the fact that the state changes on its own has happened to me once or twice

What problems is the product solving and how is that benefiting you?

All incoming and outgoing calls are recorded, which facilitates specific searches by call time or phone number.

What do you like best about the product?

I like the transcription feature. It helps catch information I may have missed from the customer.

What do you dislike about the product?

The layout could be more intuitive. It’s hard to find what I’m looking for unless someone who already knows where everything is shows me. I feel like I should be able to navigate and find what I need on my own, without having to look it up or ask all the time.

What problems is the product solving and how is that benefiting you?

Taking notes for call summaries is great, but it still needs some work. Sometimes the notes misrepresent what was actually said.

What do you like best about the product?

Routing and recording customer calls privately

What do you dislike about the product?

There is often a delay between phone and PC calls and also all CS agents don't ring, it is routed to one, which may or may not be available. So would be great for all of them to ring or an option where we can enable that for certain locations.

What problems is the product solving and how is that benefiting you?

N/A

What do you like best about the product?

the fact that it links the calls to Zendesk and you can see the caller available details, as well as the reply suggestions it provides on the right side so we can see different scenarios and how to reply to them

What do you dislike about the product?

the fact that on international offices we cannot call back to abroad, and that it does not have an in-app whatsapp integration and we have to use our own personal whatsapps.

What problems is the product solving and how is that benefiting you?

I can manage my availability and adjust my timings based on what’s happening with operations at the office.

What do you like best about the product?

TalkDesk helps categorize different issue types and ticket types. Where it really shines is its functionality and its ability to connect with Zendesk.

The AI features in chats are also very helpful, especially when I’m trying to craft responses that may be more sensitive.

What do you dislike about the product?

For chats and SMS, customers can still send messages even when I’m offline. The downside is that if I clock out for the day after a customer hasn’t responded for an extended period, the conversation stays assigned to me. Instead of being connected to a new agent who can help them right away, it remains stuck with me until I clock back in and see it.

What problems is the product solving and how is that benefiting you?

The biggest problem TalkDesk helps solve for me is real-time language translation. It saves a lot of time compared to using Google Translate for each sentence, then writing my response, and then manually translating it again. Overall, it’s really helpful for faster, smoother communication.

What do you like best about the product?

Easy to use, you can generate reports and export to an Excel file.

What do you dislike about the product?

that sometimes calls cannot be answered or that it sometimes gets stuck

What problems is the product solving and how is that benefiting you?

for the use I give it, I cannot answer this question

What do you like best about the product?

I really appreciate the ability to leave a lot of good notes in Talkdesk. It's very good. I love the notes section because it allows me to add things easily. It's handy to see everything in front of me, which helps to address customer concerns efficiently. I also like how the computer sums up what the customer is looking for and asking about, providing greater clarity on what the customer wants and needs.

What do you dislike about the product?

Maybe a little bit more information about the customer, that would be great.

What problems is the product solving and how is that benefiting you?

I use Talkdesk for assisting customers calling in, providing clarity on what they want and need, and addressing concerns effectively with everything handy.