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Great potential. Never got a chance to gain more hands on
What do you like best about the product?
The ease, integration to current system and free support. Great comms and interface was perfect.
What do you dislike about the product?
Trial period was at a bad time and never got the hands on time I would have liked. No issues or dislikes to TD though.
What problems is the product solving and how is that benefiting you?
No problems as above other than lack of time to fully test it out. Benefits are the report capabilities
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Simple and powerful tool
What do you like best about the product?
This tool is very simple to set up including integration with Zendesk, our ticketing tool. Talkdesk makes it easy to retrieve data. Customer service has been quick to resolve issues.
What do you dislike about the product?
There are some technical issues when we have the Talkdesk website open with the widget in our ticketing system.
There is no current option to see a real time dashboard of time logged in a specific pause state or status. The current dashboard is difficult to see on our monitors across the floor, so additional options for a dashboard view would be helpful.
There is no current option to see a real time dashboard of time logged in a specific pause state or status. The current dashboard is difficult to see on our monitors across the floor, so additional options for a dashboard view would be helpful.
What problems is the product solving and how is that benefiting you?
Simplicity of the tool makes it easy for all levels of our organization to understand data. The ability to set statuses helps us track productivity in a real time and clear manner.
Talkdesk is a life saver!
What do you like best about the product?
It's very organized and easy for multiple people to see what is happening in our call center - we needed a dashboard that could help us do everything we needed and Talkdesk is just that! I also find it very simple to create new users!
What do you dislike about the product?
I wish there were two big things -- a mobile app to make and receive calls --- and a way for people to listen to private voicemail. We are hacking the system a little and giving ALL of our employees personal access and ring groups but it would be nice to have them private.
What problems is the product solving and how is that benefiting you?
We have a small support team that works from home a lot (with one member in Europe) and Talkdesk is helping us pull them all together simply!
Recommendations to others considering the product:
I would say go all in! We're like 75% in because we have to route things through our own software but if you can do Talkdesk and the API you'd really be in a good place.
Great Product!
What do you like best about the product?
Talkdesk has an amazing product. They are very data driven, which my company appreciates. They were also extremely patient and knowledgeable about their product while my team was onboarding. They are quick to answer questions and provide support, often answering emails at all hours of the day.
What do you dislike about the product?
It's easy to pull incorrect data from their platform. There are many filters and date ranges (which in truth is a good thing) so it could skew data pretty easily.
What problems is the product solving and how is that benefiting you?
Our agents have much better visibility now. They are able to communicate more efficiently within the team and the customers alike. We've also greatly benefited from call dispositions and understanding the why behind our customers.
Recommendations to others considering the product:
Do it!
Solved my call center problems
What do you like best about the product?
Talkdesk solved my team's issues with being able to reliably work from home and get call center calls. We were using a traditional phone provider previously that did not allow us to do this.
What do you dislike about the product?
The setup | configuration interface is a little bit confusing initially. I wish they had a standalone desktop app as opposed to living entirely inside the browser or that they would at least find a way to set different sound input/output for td as opposed to other tools being used on the machine.
What problems is the product solving and how is that benefiting you?
Business problems are reliable work from home, office, or remote capabilities for my team who was struggling. The reporting is also really helping us understand more about our callers.
Recommendations to others considering the product:
Use the customization to its full potential, there's a lot they can do!
Talkdesk Review
What do you like best about the product?
Ease of communicating with customers and team members.
What do you dislike about the product?
Not being able to edit hyperlinks in messages.
What problems is the product solving and how is that benefiting you?
Solving day to day issues and answering questions as well as bringing in new business.
Very good phone quality
What do you like best about the product?
I really like the phone quality. When I go back and listen to my recorded phone conversations, the quality is crisp. It doesn't sound like I'm using an Internet phone service.
What do you dislike about the product?
It has its occasional hiccups and bugs when it goes down momentarily, for example, or sometimes will leave you on "After Call Work," or whatever your company has assigned for you to use after a call is over before going available again. But, other than that, the quality is really good.
What problems is the product solving and how is that benefiting you?
We are a company whose team consists of customer support that works all over the U.S. This helps us take calls and even transfer calls to one another seamlessly.
Internet Phone
What do you like best about the product?
I love not having a phone on my desk. I like that everything is digital - especially the voicemail which is easy to forward to another co-worker
What do you dislike about the product?
There are times when I miss phone calls because the system thinks I'm not available
What problems is the product solving and how is that benefiting you?
I don't use the phone that much, so not having one take up room on my desk is great!
TalkDesk A+
What do you like best about the product?
For those of you who are unfamiliar with TalkDesk, you can use the product to connect with your customers in real time and increase customer satisfaction and loyalty. If you've ever used any sort of outsourcing for customer interactions, you'll know that it can be pricy and ineffective, but with Talkdesk, you will enjoy all the benefits of enterprise call center software, without all the complexity.
What do you dislike about the product?
It's still a relatively new company, and they're still branding themselves, but I think the company is heading in the right direction. The team there is quick to answer any problems that occur and are very easy to work with.
What problems is the product solving and how is that benefiting you?
We switched from another outsourced company to TalkDesk about a year ago and we've seen a huge increase in customer retention and a decrease in customer complaints.
Recommendations to others considering the product:
They're a great company to work with as they really spend time getting to know your business and your problems with your current vendor. They go out of their way to provide excellent customer service.
Powerful Tool, Works Sometimes
What do you like best about the product?
The recording features, and Integrations were very helpful. It's connections to help scout and Salesforce help SOOOO much promise. Never had dropped calls, and the CRM type features are great.
What do you dislike about the product?
The integrations rarely worked automatically, and often time calls had to be tagged and moved manually. There also was an odd delay on the calls that was about a second or longer. The solution that Talk Desk suggested required us to do massive adjustments to our internal setup, and it was frustrating.
What problems is the product solving and how is that benefiting you?
Having calls recorded was nice, but served very little real world benefit. It just felt creepy by our team and customers. The integrations would be nice, but they hardly worked.
All that being said, their team was responsive and helpful, even though their solutions ultimately didn't solve most our issues.
All that being said, their team was responsive and helpful, even though their solutions ultimately didn't solve most our issues.
Recommendations to others considering the product:
Try it out for a demo period, don't jump in with both feet at once.
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