Talkdesk
TalkdeskExternal reviews
2,501 reviews
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Why Talkdesk is the best phone system for Business
What do you like best about the product?
I appreciate how simple Talkdesk is to use. Its straightforward and efficient design makes it very user-friendly. The interface is easy to navigate, and I love that we can listen in on one another's calls from any device. Additionally, my favorite feature is the ability to change someone's status remotely, as it comes in handy in an emergency or disconnection. Seeing metrics such as how many agents are online, the number of calls being answered, callers on hold, and current wait time are also handy features that help us better predict caller wait times. Overall, I'm a big fan of Talkdesk due to its simplicity and effectiveness!
What do you dislike about the product?
I wouldn't say I like that inactivity results in an automatic logoff, and if this feature is enabled, I would prefer if logging required less time. However, it is suitable and understood since it is used in a professional setting. With the upcoming advancement of technology, it is only logical to anticipate an app that is better with regular updates, and eventually, we will all be satisfied using the world's best app.
What problems is the product solving and how is that benefiting you?
The Talkdesk CRM system can help preserve important contact information for customers, making it easy to send newsletters or create accounts. This is a great way to guide customers to the right team or individual inside your organization.
Talkdesk: The most trusted, performant, and simple contact center
What do you like best about the product?
It's beneficial that I can contact my carrier directly through Talkdesk without having to redial or hang up. In addition, the service quality is outstanding. The customer service representatives are amiable and insistent on helping you solve your concerns. However, I recently learned that if there is any ambient noise where I am, my cell phone will not allow me to take forwarded calls from Talkdesk. So the Helpdesk team exchanged emails with me to find a solution. They even offered a Zoom conference call because they could not settle the issue via email. We were finally able to address this issue and resolve it quickly! Considering the uniqueness of my case, I appreciate all the great assistance I received from customer service in determining it."
What do you dislike about the product?
There are many things about Talkdesk that I would like to change. In terms of email, practically everything is an issue. The only upside compared to our old system is the ability to retrieve emails from a queue, decreasing the likelihood that multiple people will respond to the same email simultaneously. However, using search functions to look up old emails is impossible. The only way you can be sure your search will be successful is if you have a complete email address handy.
What problems is the product solving and how is that benefiting you?
They have a flowchart-like design instead of just a matrix, can save specific reports, so they don't always have to be rerun, and have customer service that is more responsive in solving technical issues.
Good product - support and CSMs are responsive
What do you like best about the product?
The integrations work as they should. Support is helpful and will not ignore your requests.
What do you dislike about the product?
Lack of customization in some of the Salesforce integrations. Ordering for example.
What problems is the product solving and how is that benefiting you?
Sales call activity
simplicity and performance
What do you like best about the product?
what I prefer in Talkdesk is the no code - low code and the AppConnect
What do you dislike about the product?
I don't want to contact support for simple parameters: music on hold, ringing tone, waiting time when transferring from agent to agent
What problems is the product solving and how is that benefiting you?
simple management of telework and agents working at remote sites
CS from home is easier with TalkDesk
What do you like best about the product?
I enjoy the fact that we can route all calls through the talkdesk system and that it is a web-based system. (meaning remote working is a breeze when answering phones.)
What do you dislike about the product?
I'm not too fond of the fact if I see a call waiting, I have to wait for it to get routed to me. It would be nice if I could click on the call and "force answer" if possible.
Additionally, I dislike not having mobile access unless paying more for additional items I do not need for my team. Lastly, we have gone through multiple service reps assigned to our team for assistance.
Additionally, I dislike not having mobile access unless paying more for additional items I do not need for my team. Lastly, we have gone through multiple service reps assigned to our team for assistance.
What problems is the product solving and how is that benefiting you?
They solved the call routing system very well. We can now filter calls from students, technicians, contractors, and PD calls. And have a fantastic ability to pull very detailed reports! A previous issue we had with our last softphone company, pulling metric data was a nightmare. Now it is excellent!
Continued growth and development across all applications
What do you like best about the product?
Working with Talkdesk team members to continually grow the product is the best thing about Talkdesk. They truly listen to their customer's wants, needs, and questions. They will often schedule meetings with product teams, IT, or CSMs to have in-depth conversations.
What do you dislike about the product?
IT can often take time to provide detailed updates/resolutions to outstanding tickets. We are aware this is being worked on and are patiently awaiting for this aspect to be improved.
What problems is the product solving and how is that benefiting you?
Talkdesk has provided a great starting point with CX Analytics to allow us to begin utilizing auto-scoring. The continued development of this product will truly make their QM platform one to contend with.
"Calling made Easy"
What do you like best about the product?
All-in-one app with easy connectivity all across the globe. I enjoy using this app as my work structure includes calling offices in the US, UK, APAC, so it helps me get my things done efficiently.
What do you dislike about the product?
Sometimes because of the internet fluctuation, call disconnect, but it happens only occasionally I would request the TD team to look into these issues due to bad weather, internet connectivity is not good sometimes so they should come up with a resolution that will help everyone alot.
What problems is the product solving and how is that benefiting you?
We have our offices and customer based all accross the globe and TD is helping us to resolve that issue by giving access to connect with them from just 1 app and this helps us alot.
Most powerful Tool
What do you like best about the product?
The Analytical reports are something that helps me the most; it has always been an excellent application, even on my iPhone and my system. It is also easy to pull up the reports of my team.
What do you dislike about the product?
The user interface could be a little easier to understand; most likely, the reports that generate agents' daily inputs should be easier to read along with ring groups access
What problems is the product solving and how is that benefiting you?
The glitch in pulling up the reports would not be accurate, but now it has been resolved, and it has been soo easy to send and receive the notifications. There is no messaging service yet but its a work in progress.
It help to initiate group calls and have glitch free meeting. Sound is very clyster clear
What do you like best about the product?
AI of the tool is very great and easy to navigate.
Simplify the process and help in scheduling the meeting.
Simplify the process and help in scheduling the meeting.
What do you dislike about the product?
Norhing as of now as yet to counter as issues.
What problems is the product solving and how is that benefiting you?
Easy connect, good sound quality, smooth connect.
Talkdesk provides excellent access and assistance to its customers.
What do you like best about the product?
Custom reports with a plethora of data indicators promote the in-depth study, generating actionable insights that can be utilized to improve the quality of customer service and agents' work. The dashboard with real-time data is quite helpful for resource management efficiency. It gives Service Level, Average Abandonment Time, Waiting Time, Longest Waiting Time, Number of agents signed in online and offline, and after-call work. In addition to providing an overview of Talkdesk's current activity, time spent on particular tasks may also be monitored. Exploring tool enables users to build comprehensive daily, weekly, monthly, and annual stock reports in addition to the previously available interval and pre-made report formats.
What do you dislike about the product?
What I dislike about TalkDesk is that it can be unreliable, transfers can be complex, and customer service quality could be better. However, things have improved dramatically since adding TalkDesk representatives to our team, especially when working remotely in various venues. Generating reports and dashboards can be tricky because I don't know all the metric settings and language options. Despite this, I enjoy using the product once I've figured something out.
What problems is the product solving and how is that benefiting you?
The problem that Talkdesk solves is a waste of time troubleshooting a phone system. The design is elegant and user-friendly. The reporting tools are potent.
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