Talkdesk
TalkdeskExternal reviews
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Highly recommended
What do you like best about the product?
The fact that as a manager I can create useful dashboards to track the performance but also listen to the calls
What do you dislike about the product?
The dashboards could self update, but this is the only smudge I see
What problems is the product solving and how is that benefiting you?
It makes it a lot easier to contact our candidates. Also, staffing our recruiters and track their performance is way easier for the managers
Recommendations to others considering the product:
Create easier dashboards, especially with the real-time analysis. Also the quality of the audio is not so good when using earbuds
Responsive and reliable
What do you like best about the product?
Talkdesk is easy to navigate. The Live screen is easy to customize to keep track in real time of metrics you want to monitor. You can assign voicemails to specific agents easily. When there are any issues, they are quick to respond and repair. It is easy to generate reports to be emailed weekly (or as often as you like.)
What do you dislike about the product?
I am not happy with the ringtone. I wish you could either supply your own ringtone or could pick from a few choices. It would make it easier to tell whose phone is ringing and give some variety (at our busy time, hearing that same sound essentially constantly for 8+ hours is a bit much.)
What problems is the product solving and how is that benefiting you?
It is easier to see how many calls are waiting, the phone number calling in, and what type of call they are. Before, we could only see the number of calls. We can also see how long an agent has been in a particular status, so if they spend a long time away and unavailable for calls, we will know. They keep you updated when there is a connection issue so that you know what is happening, and they are quick to resolve the issue.
Talkdesk Experience
What do you like best about the product?
Like how easy it is to navigate and user-friendly. The layout of the program is clear and legible.
What do you dislike about the product?
Has some glitches occasionally. Issues have to be resolved in a different format which takes some time to resolve.
What problems is the product solving and how is that benefiting you?
Make my job easier to communicate with customers.
Recommendations to others considering the product:
Make's your job that much easier by connecting with people, whether it's other coworkers, clients, or customers.
Great Telephony service
What do you like best about the product?
I like the granularity of roles and groups that are offered by TalkDesk. The options for widgets under the reporting tab as well. it makes it very easy to diagnose issues and track usage.
What do you dislike about the product?
There is not much I dislike about TalkDesk, the support is great whenever we have an issue and people are more than willing to help. I wish there was a more unified app though. Callbar seems to be a tad flakey at times from what I have heard.
What problems is the product solving and how is that benefiting you?
Most problems end up being a result of the users home internet or their device setup. Very few issues are with talkdesk as a program. We did have a user dropping calls recently, but TD support helped and we figured it out.
Recommendations to others considering the product:
It is a great product and the best on the market in my opinion.
Interface takes some getting used to, but functionality is superb.
What do you like best about the product?
Functionality is top notch. Users have no difficulty with using TD either web version or with callbar. When you consider that some of our users are not exactly computer whizzes, it's impressive.
What do you dislike about the product?
Speaking as an admin and NOT a user, the admin interface is not exactly intuitive. In reality, an IT professional should be able to find what they need without filing a ticket or "researching" online. Here's to hoping for a more refined experience in the near future!
What problems is the product solving and how is that benefiting you?
Work from home / hybrid workers...the days of having a built in phone system for customer support have gone the way of the dinosaurs. That used to be one of the reasons for having staff in the office, but TD opens up a much more employee-friendly environment.
Not having to pay for Voip phones is great, and (maybe this is not the kindest thing to say) letting employees bear some of the cost (with their own personal internet connections) means lower bandwidth needs in the office.
Not having to pay for Voip phones is great, and (maybe this is not the kindest thing to say) letting employees bear some of the cost (with their own personal internet connections) means lower bandwidth needs in the office.
Recommendations to others considering the product:
Make use of the knowledge base, rather than just submitting tickets whenever you can't figure out how to do something. It'll save you so much time!
Great Tool
What do you like best about the product?
I like the autodial feature and call history view
What do you dislike about the product?
I dislike the occasional static and dropped calls
What problems is the product solving and how is that benefiting you?
Customer inquiries, sales, seeing missed calls
Recommendations to others considering the product:
Great tool that simplifies daily processes
TalkDesk-the new way to connect with your customers
What do you like best about the product?
I am not new to being a customer service agent but I am new to being a customer service agent that has a tool that gives me a lot more flexibility to do my job. I started with a new company 2 years ago and was told we would have a standard VOIP (Voice over Internet Protocol) phone that we would need to set up in our home office. This is more of the old-school type setup where you have a physical phone with the ability to forward calls to other devices if needed.
A few months later my team was introduced to Talkdesk which was a real eye-opener. The Talkdesk team went over some basic training with us. The ease of use is incredible and setup is a breeze. You can easily set up your own Custom Greeting for each status, Set Hours of Operation, along with routing after-hour alerts to your off-duty pager service. During setup, if you do have additional questions you can reach out to their support or go through the videos and knowledge base links. The best thing is there is no physical phone. You can have the widget on your desktop or you can download the app and answer the call from your cell phone. What’s great is you never miss a call or are unable to check voicemail. All of the typical "office type" settings are also included. You can easily do a blind or warm transfer to other team members if the call was routed to you by mistake or if the customer needs additional assistance. The Dashboard is customizable so you can see the agents logged in, the current status as well as call stats for the day (avg wait time, longest wait time, abandoned and your service level-which we all know is very important). As my department is newer our call volume is lower than a typical call center but I believe when things pick up for us I will not have any issues using Talkdesk. I love the company keeps us informed of changes that are coming. We have the chance to attend seminars, get emails with changes and the site itself notifies you of upcoming changes when you log in.
A few months later my team was introduced to Talkdesk which was a real eye-opener. The Talkdesk team went over some basic training with us. The ease of use is incredible and setup is a breeze. You can easily set up your own Custom Greeting for each status, Set Hours of Operation, along with routing after-hour alerts to your off-duty pager service. During setup, if you do have additional questions you can reach out to their support or go through the videos and knowledge base links. The best thing is there is no physical phone. You can have the widget on your desktop or you can download the app and answer the call from your cell phone. What’s great is you never miss a call or are unable to check voicemail. All of the typical "office type" settings are also included. You can easily do a blind or warm transfer to other team members if the call was routed to you by mistake or if the customer needs additional assistance. The Dashboard is customizable so you can see the agents logged in, the current status as well as call stats for the day (avg wait time, longest wait time, abandoned and your service level-which we all know is very important). As my department is newer our call volume is lower than a typical call center but I believe when things pick up for us I will not have any issues using Talkdesk. I love the company keeps us informed of changes that are coming. We have the chance to attend seminars, get emails with changes and the site itself notifies you of upcoming changes when you log in.
What do you dislike about the product?
I do have 2 wishes or suggestions. Since we do receive spam calls from time to time, some callers hang up while the greeting is playing before the call is transferred. Those calls show as missed as if me or my team missed the call. It would be nice to have an additional status showing the user hung up or disconnected. The 2nd would be better spam filtering. We do have the ability to block phone numbers but these days most spam calls are not from the same number each time. Most people have a feature on their cell phone that shows the call as potential spam, I just wish something like this could be incorporated into Talkdesk that would show the call as potential spam or if it wasn’t already flagged. The team could flag the number as spam so if that number were to appear again, it would display as potential spam. Those are my only 2 requests.
What problems is the product solving and how is that benefiting you?
As customer service representatives we are no longer bound to our desk for an 8-hour day. We can utilize the app and use our mobile devices and still offer excellent customer service. We can see everything in the app that we could see on screen. It is also extremely easy to on-board new support reps with this tool because it's so easy to use.
My Talkdesk Experience
What do you like best about the product?
I like the fact that it is easy to use and the platform is very nice. The interface is user friendly and mostly, whenever I ask for help I receive a fast response.
What do you dislike about the product?
Sometimes many of the reports that I have to download take some time to run. I would also like to have the capability to see some extra detail in realtime, like the numbers of the calls we missed.
What problems is the product solving and how is that benefiting you?
We have more clarity in realtime with many KPIs, especially with the use of ACW and agent status. As an admin, I can change my agent's status and decrease call avoidance behaviors.
Recommendations to others considering the product:
It is easy to deal with, their support team is fabulous and reports give great detail for feedback ans strategy
Great product and an amazing partnership
What do you like best about the product?
Talkdesk has a best in the class support team, easy to use product and reliable technology.
Talkdesk is able to partner with you as an extension of your own team, sharing goals and objectives.
Talkdesk is able to partner with you as an extension of your own team, sharing goals and objectives.
What do you dislike about the product?
Like any fast-growing company, Talkdesk is still growing and with that the normal pain of evolving products and solutions.
I would love to see faster work on killing and removing the legacy solutions and discontinuing features that do not add value to the customers.
I would love to see faster work on killing and removing the legacy solutions and discontinuing features that do not add value to the customers.
What problems is the product solving and how is that benefiting you?
Ease of integrations and connectivity between several locations.
Talkdesk allows us to scale more effectively with reliable and sustainable solutions.
Talkdesk allows us to scale more effectively with reliable and sustainable solutions.
Very good system, I'm able to analyse all the results and calls.
What do you like best about the product?
to listen to the recorded calls. Is very easy and usable.
What do you dislike about the product?
Do not like the size of the letter. But thats all.
What problems is the product solving and how is that benefiting you?
The analysis of cases and people. And the call bar, I think that's the best part.
Recommendations to others considering the product:
If you work with call center, don't doubt about using talkdesk
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