Talkdesk
TalkdeskReviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
2,460 reviews
from
External reviews are not included in the AWS star rating for the product.
Flexible solution for customer service
What do you like best about the product?
IVR Flow design tool -
Salesforce integration -
Overall simplicity to use
Salesforce integration -
Overall simplicity to use
What do you dislike about the product?
report building is somewhat complicated - some relevant features are missing like to validate if the call was hung up by the agent or the caller - support doesnt always presente the best solution
What problems is the product solving and how is that benefiting you?
The Salesforce integration component allowed us to reduce AHT by 10%
with the IVR flow design, we created a callback queue component which gave us an increased satisfaction with the wait time for an answer
with the IVR flow design, we created a callback queue component which gave us an increased satisfaction with the wait time for an answer
Recommendations to others considering the product:
Easy to deploy, use and admin. Just be sure to check that your requirements are all being considered during the implementation phase.
Great overall product
What do you like best about the product?
I love the omnichannel functionality and the ability to integrate salesforce directly in.
What do you dislike about the product?
Not being able to speak to reps internally like a typical SIP phone provider. They must be online to do so
What problems is the product solving and how is that benefiting you?
Omnichannel functionality, SMS, live chat
Wonderful Experience
What do you like best about the product?
Talkdesk has an amazing support team for any technical difficulties and they were super helpful with the initial set up for all users.
I love that the program also opens in chrome and having part of my browser makes it super EASY to access information.
I love that the program also opens in chrome and having part of my browser makes it super EASY to access information.
What do you dislike about the product?
Really hard to find something to dislike. I would really like to have an option to change the size of the callbar window. It is one size and I can only minimize it or put it in the background.
What problems is the product solving and how is that benefiting you?
Talkdesk has really helped us communicate more efficiently with our customers. The program is up to date and with customers being able to input their info in before a call, we have their account opened and ready to assist.
Recommendations to others considering the product:
I would highly recommend implementing Talkdesk
From an IT point of view, this tool is easy to work with.
What do you like best about the product?
Our users don't report any bugs or issues around this. Easy to manage, and the UI is friendly.
What do you dislike about the product?
For the administration side, there is no way to export the users.
What problems is the product solving and how is that benefiting you?
Easy to call other countries, with an acceptable price. Mainly used for our Sales team.
A step up
What do you like best about the product?
With Talkdesk we can view our customer's information before answering the call. It is most useful to have a customer's account already opened and ready to assist them.
Having Talkdesk opened on my web browser (chrome) also makes accessing information fast!
Having Talkdesk opened on my web browser (chrome) also makes accessing information fast!
What do you dislike about the product?
No major dislikes, although I would prefer to be able to contact colleagues by extension rather than the built in phonebook
I would also like to be able to enlarge or minimize the callbar window - it is currently at one size
I would also like to be able to enlarge or minimize the callbar window - it is currently at one size
What problems is the product solving and how is that benefiting you?
Talkdesk has solved our communication issues with our customers. If before we were doing ok, now we are doing even better. Everything is located in one system and Talkdesk provides get technical support for any software issues.
A great tool for a real time analyst
What do you like best about the product?
The ease of use by creating custom dashboards. Great customization overall with the ability to share already created dashboard. Reports are also easy to pull and share.
What do you dislike about the product?
Need more reports that are more structured. The ones that are already there could use so rework. Also, more various reports could be implemented that would give more choice.
What problems is the product solving and how is that benefiting you?
I solve real time analytics based problems like finding out what was the average ACW for the centre. I'm able to share these with operations that provide great insight into performance.
It's good and simple
What do you like best about the product?
I love the simplicity of the tool how everything can be set up in no time with little to no effort. The reports are also pretty good, easy to use, and complete. You can accommodate the roles and profiles based on needs is also very useful. The user interface is amazing, and the integrations work great.
What do you dislike about the product?
One thing it can improve is the filters. Some reports are limited because of the filters. I, however, have only seen myself once in need of adding a filter. It's overall a pretty good, solid experience.
What problems is the product solving and how is that benefiting you?
We have a team of about ten people on the phone, and the idea of the phone ringing to multiple users simultaneously makes it very efficient. The teamwork improved when they were competing to get the next call.
Recommendations to others considering the product:
If you come from a different software, try to get use to the simplicity of the tool. It is so easy to get things done that you will find it unusual to have completed some things within a couple of clicks.
Great call center software and company. Missing some features for total flexibility & customization.
What do you like best about the product?
Our implementation team is great to work with. Extremely responsive and dedicated to our success. The software is user-friendly and easy for agents to learn how to use.
What do you dislike about the product?
The Talkdesk online support team still leaves something to be desired. Although there is plenty of self-help materials and video training online, more complex problems that fall outside of this scope tend to have solution times that are too slow for issues impacting a single user. There are a few software "misses" that can still use some attention. Although many of them are in the product roadmap, the global "Status" selections (that really need to be customizable by department) is still a year away.
What problems is the product solving and how is that benefiting you?
We are planning to solve a problem of using separate phone and chat platforms, however, we haven't yet implemented the chat component. (This should be within a month.) Current benefits are that I've been able to get my two (previously) disconnected call centers (traditional Tier 1 and Tier 2 support teams) onto the same platform because of Talkdesks ability to function globally and use connection points around the world with good performance and voice quality.
Recommendations to others considering the product:
Definitely consider Talkdesk. Ensure you know exactly what your needs are and ask for a free trial so you can be sure it will meet those needs. Press for detailed answers to specific questions, especially when it comes to automation and integration with other systems. It's easy for things to fall into the "yes" answer category, however, actual implementation or real-world usage of the product can change this to a "no" if you're not careful.
Simple and Easy to Navigate
What do you like best about the product?
User friendly and easy to read/understand. Everything you need is located on the dashboard.
What do you dislike about the product?
Sometimes the customized dashboard is laggy and responsive time is slow.
What problems is the product solving and how is that benefiting you?
Since Talkdesk is connected with Salesforce, it makes it a lot easier to quickly access customer's accounts.
Recommendations to others considering the product:
Reports are simple and easy to read. You won't have to do much training either since Talkdesk is self-explanatory.
First Time Utilizing Talkdesk
What do you like best about the product?
Talkdesk is easy to use! Between using the web version and mobile app, it's made call services a lot easier to manage. I also appreciate how easy it's been to connect calls to CRM accounts.
What do you dislike about the product?
The service can be a little glitchy sometimes if you are switching between the web page and mobile app. Also, I wouldn't say I like that when you log in, it will automatically update your status to active.
What problems is the product solving and how is that benefiting you?
I've never used an app like this to connect with the other programs I'm using for my position. It allows me to be more productive in how I spend my time at work; it's much more efficient.
showing 371 - 380