Talkdesk
TalkdeskExternal reviews
2,499 reviews
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Excellent tool for customer service center automation and call routing
What do you like best about the product?
Excellent tool for customer service center automation and call routing. Works great with CRM integration
User experience - ease of use and minimal learning curve
Admin - Studio flows are very simple to define and manage.
CRM integration and any data dip is easy to set up
User experience - ease of use and minimal learning curve
Admin - Studio flows are very simple to define and manage.
CRM integration and any data dip is easy to set up
What do you dislike about the product?
1. Desktop app "Conversations" is not stable
2. Service/support and customer success manager engagement
3. Frequent releases and upgrades to the tool
4. Focused team in US for support and engagement from success manager
2. Service/support and customer success manager engagement
3. Frequent releases and upgrades to the tool
4. Focused team in US for support and engagement from success manager
What problems is the product solving and how is that benefiting you?
Customer support center - inbound and outbound call management
Call disposition and activity tracking in CRM
Dashboard and reporting
Call disposition and activity tracking in CRM
Dashboard and reporting
Recommendations to others considering the product:
Great tool. Ensure you understand the critical aspects of business continuity planning for cloud-based solutions. The call center plays a critical role in any organization which will impact core business.
Talkdesk Experience
What do you like best about the product?
Its a one stop solution for all call center needs. With new features in workspace, the conversations can be integrated with lot of other channels like email and text messages.
What do you dislike about the product?
Sometimes the support is slow but otherwise its a great platform.
What problems is the product solving and how is that benefiting you?
All our clients get to our call center via TD and the studio flows make it easier to implement changes. Admin has a lot of functionalities that they can utilize.
Solid webphone/timekeeping system
What do you like best about the product?
It's a solid webphone and timekeeping system. The phone function worked fairly consistently, with few dropped calls, and kept track of our time for payment very well with very few glitches or errors. It kept all the phone numbers we might need to transfer to in a nice little directory for us.
What do you dislike about the product?
The version we used didn't integrate with Zendesk so had to be opened and signed into separately and monitored on a different screen/window. Calls were sometimes really scratchy and sound would occasionally cut out on either our or the caller's end so we couldn't hear each other. It worked a lot better than some other softphone systems we used but there were still some quality issues.
What problems is the product solving and how is that benefiting you?
The directory was great for keeping all nubmers we may need on hand in one location. The softphone worked very well most days, and it kept track of our statuses and worked time for payment very well.
Talk Desk is great! Reporting is amazing and very detailed. Service is extremely customizable
What do you like best about the product?
The live reporting is great because I can see employee phone status which are also logged; this is very important when you have remote employees. Observe AI is incredible and allows for easy qa checks and ensuring customer satisfaction
What do you dislike about the product?
The routing of calls does not always follow guidelines set (support calls route to sale line, or round-robin call distribution is not always accurate). These most likely are resolvable issues, however, the resolution process would be very time consuming
What problems is the product solving and how is that benefiting you?
TD provides all the major requirements for CCaaS software. Integration with CRM is extremely important and TD provides all the requirements to successfully log calls within our CRM accurately and reliably.
Recommendations to others considering the product:
GREAT CCaaS software to consider. Reliability is there. Support is great and very responsive. Extremely customizable
Solid program
What do you like best about the product?
The ability to listen live/recorded call
What do you dislike about the product?
Find it a bit clunky and isnt a clean layout
What problems is the product solving and how is that benefiting you?
The ability to coach live and on the fly. As well as post call weekly
Excellent product
What do you like best about the product?
Simplify the work by optimizing the time. The tool for listening to phone recordings is very useful and allows you to know exactly what was said during a conversation.
What do you dislike about the product?
I don't like the ringtone of the calls and the fact that not all functions are available from the app and that you can't search for contacts or past conversations.
What problems is the product solving and how is that benefiting you?
I hope it resolves the aforementioned issues, especially regarding the app.
flexible tool
What do you like best about the product?
Very flexible tool for creating dashboards based on the company's Service Level and performance. Gives you a lot of options for data visualization and support....
What do you dislike about the product?
that you can not duplicate dashboards on your own account, also while choosing the filters for dashboards sometimes the data might be missing that does not give you 100% accuracy
What problems is the product solving and how is that benefiting you?
Talkdesk is the tool that is benefiting companies in different ways - gives you a clear view of the performance and service level with easy and flexible data visualization
Best for call centers
What do you like best about the product?
Most helpful is that you receive calls in time and as a team leader you can monitor them live. One of the best thing is that it has extension in chrome and you can make outbound calls with just one click.
What do you dislike about the product?
This platform is good. There is some bugs, which almost every platform has but they are working to make it better, so I think you should proceed to report a problem and wait a bit.
What problems is the product solving and how is that benefiting you?
By use of this platform you can solve problems easily via calls or receive partner calls. Agents are more productive as they can make a call with just one click.
Recommendations to others considering the product:
I recommend reporting every single issue you may face their support team can help you in almost every case. Just for you to know this platform does not provide automated outbound calls for the partners that called. E.G. if a partner called you and it needs to be evaluated they can callback every single of them but if you want to call back to partners for every 5th call (Not everyone to bother them) you could not do that here.
Besides this, everything is working quite well!
Besides this, everything is working quite well!
I work from home using Talkdesk
What do you like best about the product?
The multiple phone numbers you can add with a variety of area codes, recorded & non-recorded lines
What do you dislike about the product?
It will sometimes un-sync from my salesforce
What problems is the product solving and how is that benefiting you?
The updates seem to keep TD working just fine
Highly recommended
What do you like best about the product?
Useful to for my workspace allows me to communicate properly and gives me area codes options to call from that way I can call from a local number to a customer without them feeling doubt that someone from another city or state is calling
What do you dislike about the product?
For the time I have been working with Talkdesk only dislike would is the fact if I get an incoming call while I try an Outbound call it glitches and doesn't let me hang up, have to close the app and sign back in
What problems is the product solving and how is that benefiting you?
The fact we can call from local numbers that we can record. keep track of our calls, and receive an email every time we have a missed call helps us communicate better with my customers and follow up accordingly
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