Talkdesk
TalkdeskExternal reviews
2,505 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Talkdesk makes it easy for us to connect with our customers!
What do you like best about the product?
Talkdesk has all of the features we need to offer phone support to our customers! Placing customers on hold and transferring customers is super easy. We have been able to set up multiple phone lines and multiple voicemail messages for different options.
What do you dislike about the product?
During our monthly meetings, we need to set up "holiday hours" so we can turn of our phone lines during the middle of the day and setting up those holiday hours isn't as intuitive as I had thought.
What problems is the product solving and how is that benefiting you?
We give our customers the opportunities to connect with us live so that we can solve their issues quickly. We're also able to provide quality assurance by having the ability to listen to the recordings and grade the interactions to improve our team.
Certainly came at an opportune time during the start of the pandemic!
What do you like best about the product?
On-the-fly adjustments have been the biggest benefit of using Talkdesk. Our previous provider took weeks if not longer to make changes in routing or messages that we needed to post.
What do you dislike about the product?
There is currently no alert system in place should our queues exceed hold times or call volumes. We were told at the time of sale this could be done but as of two years later, we still do not have this functionality in place.
What problems is the product solving and how is that benefiting you?
We love that we can provide other teams in our organization with tangible numbers and data that help them make decisions about future communications or decisions. Things like customer sentiment has been invaluable.
great
What do you like best about the product?
reporting is great and helpful with alot of data
What do you dislike about the product?
some delays exporting some data that could be related to my connection
What problems is the product solving and how is that benefiting you?
having an accurate to tack the AHT and productivity
Recommendations to others considering the product:
no feedback and recommendations to provide
I love using Talkdesk
What do you like best about the product?
It is very easy to make calls and received calls
What do you dislike about the product?
There is nothing to really dislike about talkdesk
What problems is the product solving and how is that benefiting you?
Speak to customers
Talkdesk for customer service
What do you like best about the product?
the simplicity of the tool and support of the application;
What do you dislike about the product?
The way the data is extracted from the tool
What problems is the product solving and how is that benefiting you?
Contact with the Client
Recommendations to others considering the product:
It is a good tool, and the development team is always ready to listen to us and implement new features.
Talkdesk Review
What do you like best about the product?
Dashboards are easy to develop. It is easy to set up unique ring groups for call routing. The studio flow makes setting up call flows and IVRs very easy.
What do you dislike about the product?
The reporting is not as robust as I would like.
What problems is the product solving and how is that benefiting you?
We were able to looping in a Escalations type of ring group using the Studio flow that will allow our team to receive calls that have been idle for too long.
Recommendations to others considering the product:
There appears to be some turnover in the Account Executive teams so expect to see new faces when you reach out.
Honor
What do you like best about the product?
I like that TD can be configured to route specific calls to specific lines.
What do you dislike about the product?
It's a little tough to find calls that you want to listen to.
What problems is the product solving and how is that benefiting you?
Directing calls to specific Teams.
Talkdesk Review
What do you like best about the product?
Bug-free, easy to use, highly customizable filters
What do you dislike about the product?
Filters can sometimes be a bit buggy, reset randomly
What problems is the product solving and how is that benefiting you?
Customer care inbounds & outbounds calls. Great tool for de-escalation
Great system with a good overview (agent status)
What do you like best about the product?
What I like the best = you can everything in 1 view so it makes it easy to spot people out of adherence so we can flag them to the TL's. I like the inbound contact counter Aswell we use those numbers for reports
What do you dislike about the product?
What I dislike is you can only use 12 widgets. We got over 1500 agents working so I have to split some agents on a different dashboard so we have the best view possible
What problems is the product solving and how is that benefiting you?
We can see agents in a quick view of what an agent is doing The benefit is that we can flag agents who are too long in break or aftercall. We can use talk desk for our reports to see the wider picture
A Talkdesk Admin experience
What do you like best about the product?
Talkdesk has a useability factor offered by no one else. As a Talkdesk admin, processes are quick, simple and easy to use. Whether that is setting up new users, developing custom dashboards from the broad range of reports or setting up custom workflows to ensure each call is being diverted to the correct department. Talkdesk does not fall short on added features.
What do you dislike about the product?
As an admin, I have found that new request for system features, upgrades and new report requests has been slow. The process in which requesting these changes is good. Talkdesk offers a community site whereby admins alike can submit report/change requests which is simple and easy to use. However, the rate at which these requests could be developed has room for improvement.
What problems is the product solving and how is that benefiting you?
Talkdesk has integrated with our Salesforce platform which has vastly improved how we analyze our calls and data. We have also worked with talkdesk on developing the auto dialer system. Once we are confident as a business we can roll this out we foresee that this is going to greatly improve the efficiency of some of our outbound teams.
Recommendations to others considering the product:
Recommend working with the support teams on your business requirements for reports. Although the reports are broad as a business we found there are still a handful of reports we would use daily that are not currently available.
showing 361 - 370