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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.
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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!
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.
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