Talkdesk
TalkdeskExternal reviews
2,501 reviews
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Efficiency because of TalkDesk
What do you like best about the product?
Pulling up real time reports on a dailys
What do you dislike about the product?
Its too slow sometimes and hard to extract
What problems is the product solving and how is that benefiting you?
Produtivity
Happy Talkdesk User for 5+ Years
What do you like best about the product?
I love that Talkdesk has user friendly integrations. Any time I have needed help, support has been extremely prompt and helped me find resolution quickly.
What do you dislike about the product?
Learning Talkdesk at the beginning after using much more archaic interfaces was a challenge, but it was easy to catch on once I got the hang of it.
What problems is the product solving and how is that benefiting you?
We have ran into the site as a whole going down, but support is always quick to get it back up and running in a timely fashion that does not drastically interfere with how we connect with our clients.
My guy Cain got me sorted out
What do you like best about the product?
Talkdesk is super simple to use. This is good because analog phones are simple and massively effective. I also like being able to go back and listen to other agents or myself to hear what I can improve on.
What do you dislike about the product?
The only thing I didn't like is that my Salesforce and Talkdesk had an issue integrating. But realistically this was due to a human administrator error rather than a platform error.
What problems is the product solving and how is that benefiting you?
Receiving calls efficiently and having a salesforce case created makes my job easier. Auto case creation in Salesforce saves me at least a few seconds every call which adds up over the long run.
Recommendations to others considering the product:
I would highly recommend it. I've used one small piece of the software and it's nice.
Feeling special for the specialists
What do you like best about the product?
Is such a friendly experience to be able to create dashboards and reports. It makes me feel like the tool was designed after I shared all the specific needs and not before!
What do you dislike about the product?
Easier configuration with a variety of desk phones, there are many scenarios in which people still need to use hardware!
What problems is the product solving and how is that benefiting you?
Productivity is the biggest one. I have now full visibility on OB departments and understand if I have opportunities to reduce labor cost or improve efficiency.
Does what I need it to do.
What do you like best about the product?
The fact that I can create my reports, as long as I have administrator access. If I don't have admin access, I can get someone else that has it to create my report and then share it with me.
What do you dislike about the product?
After-call work can not be split out between outbound & inbound handled calls, and is only a combined figure for inbound and outbound calls. Due to the nature of our business, it would have been beneficial to understand the difference in ACW between the 2 types of calls.
What problems is the product solving and how is that benefiting you?
I'm able to see what our intraday call arrival pattern is, what our AHT is for the contact center, as well as adherence to schedule for agents. I'm also able to gauge how long agents spend in specific states, which then allows me to calculate how productive they are.
Recommendations to others considering the product:
Does everything I need it to do, from a call centre WFM perspective
Revitalized our call centre
What do you like best about the product?
The ease of use is second to none. Having had worked with several IVR providers in the past this is the most intuitive and easy to use. That being said the Customer Service and support is out of this world as well so when I do get stuck someone will always help pick me up.
What do you dislike about the product?
I think the education resources, while comprehensive, weren't presented engagingly. More focus on micro learning and perhaps having demo exercises would help to ensure knowledge sticks once learned.
What problems is the product solving and how is that benefiting you?
Our old IVR was clunky. We had to entirely reprogram it just to properly cover something like a holiday or the addition of a new line. This was incredibly cumbersome and often led to issues with lines not properly closing or calls getting through on off-hours.
User Friendly and Easy to Use
What do you like best about the product?
It has a very user-friendly interface and it's easy to set up on your computer. The tool uses single sign-on via browser and once you are logged in you also get the option of using the online platform to create dashboards to review service levels, queues, aht, acw, etc...
What do you dislike about the product?
Reporting is usually good and accurate, but some reports don't have the option to summarize all the data. Such as the AUX usage reports, you have to download the data in a CSV file and then organize it via Excel or Google Sheets.
What problems is the product solving and how is that benefiting you?
We use Talkdesk to communicate with the company members for follow-up and scheduled callbacks, we also use it for internal reporting on service levels, AHT, ACW, AUX Usage, Call avoidance, etc...
Talkdesk is our main softphone tool for our BPO service for the client we work with
Talkdesk is our main softphone tool for our BPO service for the client we work with
Recommendations to others considering the product:
Take a good look at the online plaform after log in
Use the explore option for default reports and the live section to create your own dashboards
Download all team based reports to organize data in Excel or Google Sheets
Use the explore option for default reports and the live section to create your own dashboards
Download all team based reports to organize data in Excel or Google Sheets
Simple to Use program, but there are a few things that could be better
What do you like best about the product?
The simplicity of the program, and how it looks. It is very simple to use and understand once you get the basics of talkdesk. It is a lot more modern than other programs as well!
What do you dislike about the product?
There are a lot of issues with headsets and microphones. Sometimes agents are having daily issues with talkdesk and callbar, where customers are unable to hear us, or we hear them.
What problems is the product solving and how is that benefiting you?
It allows for simple tracking of calls and notes, and the reporting capabilities are arranged in a way that makes things easy to navigate, and visually appealing to look at.
Recommendations to others considering the product:
It is a very modern program, with lots of capabilities that help any call center simplify their processes, and provide exemplary support to customers and consumers
Overall user experience review
What do you like best about the product?
I am a team lead for a live operations team. Understanding our team member's call productivity is crucial for us. I enjoy that I can customize the gadgets to my preference and most efficient way. Talkdesk's interface is easy and "dummy-proof". It's easy to locate reports and add necessary information from it. Overall, I think Talkdeesk's interface is clean and easy to use.
What do you dislike about the product?
I don't have dislikes per se. I think Talkdesk is packed with everything that I need to run an efficient team and check what is needed. I can't think of a major deal-breaker for me.
What problems is the product solving and how is that benefiting you?
Talkdesk to do all our calling needs. Call disposition is a great tool to understand our teams day to day challenges and provides feedback on what we can do to understand our stakeholders' concerns. There are many benefits and uses that we rely on every day. Such as agent details, call pick up rates, daily call totals, dispositions etc.
Talkdesk for 2022
What do you like best about the product?
it continues to provide the necessary information in order for us to do analytics and to plan some actions to improve services and customer experiences. Historical data also given for reference
What do you dislike about the product?
the technical issues that we continuously experiences that in a way hampers planning, analysis and data gathering. it also affects the customer facing side of things
What problems is the product solving and how is that benefiting you?
Decling service level and abandonment rates are the ones that are being solved. It gave us an overview of what are the losses because of these problems and what impact it gives
Recommendations to others considering the product:
Talkdesk definitely is user friendly. Data gathering wise, it provides all the necessary details for you to use whenever you do analysist and strategic planning
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