Talkdesk
TalkdeskExternal reviews
2,499 reviews
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Easy to use yet a robust customer support tool!
What do you like best about the product?
Integration capabilities with external CRM tools like Salesforce which we use for our customer support
What do you dislike about the product?
It would be great if the product has the ability to edit call notes for a previous call.
What problems is the product solving and how is that benefiting you?
Helping our customers successful in tracking/managing their assets with timely support
Talkdesk
What do you like best about the product?
Ease of use and all voicemails in one place
What do you dislike about the product?
Interface is boring and the system seems to be running on old software
What problems is the product solving and how is that benefiting you?
Keeping all messages organized and enabling our CS/Sales teams to receive calls/messages from the queue more effectively
Sometimes throws issues and kicks you out the session and transferring issues as well.
What do you like best about the product?
Is easy to use and to follow. I like the caller id and copy option as well.
What do you dislike about the product?
From time to time kicks me out the session and takes few times to get back in.
What problems is the product solving and how is that benefiting you?
Communications between team members is better.
Recommendations to others considering the product:
Fix that thing that kicks you out and takes few times to log back in.
Helpful for reporting
What do you like best about the product?
Reporting is easy to download and manipulate
What do you dislike about the product?
I need to use it a bit more to be able to provide more info
What problems is the product solving and how is that benefiting you?
Tracking types of calls
Great for Voice support but could do better in OMNI channel and with their WFM partner-Verint monet
What do you like best about the product?
The reports dashboard and ability to customize reports and the new live reporting
What do you dislike about the product?
The fact that the ACW metrics isn't available in all data sets when you needed customize reports. That
What problems is the product solving and how is that benefiting you?
Our work from home set up and its analytics gave us better decisions and could quickly react to it.
Reliable Software at Scale
What do you like best about the product?
Ease of use and IT administration is seamless
What do you dislike about the product?
Nothing really, it's a seamless piece of software. Perhaps an update to the UI may be in order
What problems is the product solving and how is that benefiting you?
We are using Talkdesk for our merchant care and merchant success teams. Benefits are having the info all in one place for leadership
Talkdesk Review
What do you like best about the product?
I can use Talk Desk to manage my team and monitor how they are doing day to day and able to see if they require help just at a glance. Page updates very quickly in real time and gives immediate feedback on what codes advisors are currently set to.
What do you dislike about the product?
Overall a very useful tool. Can be hard to set up all the widgets on the monitoring page to find what I am looking for at a moment's notice as there is a lot of data that I want to be displayed across multiple teams.
What problems is the product solving and how is that benefiting you?
Can get a very good understanding of call volume incoming enabling an idea of how many resources should be moved to a particular workstream at any time. Can get a visualisation of what the team is doing at any one time to monitor productivity.
Recommendations to others considering the product:
East to use and understand from a management perspective
My Review on TalkDesk
What do you like best about the product?
The new dashboard seems to have great information.
What do you dislike about the product?
Inability to make outbound calls with a sip phone currently.
What problems is the product solving and how is that benefiting you?
Call Center as well as Chat. Because of talkdesk, agents can be more accountable for the calls they are taking.
Smooth rollout with room for growth
What do you like best about the product?
The simplicity of the studio components makes layout and planning simple. Changes are also simple. Likewise, the live reporting features are fantastic and make real-time monitoring easy. We have become dependent of the live dashboards.
What do you dislike about the product?
There is a need to grow how the studio flows operate with transferring. When transferring calls from one queue to another, the transfer logic is limited and bypasses the logic setup in the flow. If the ability to transfer callers to a point in the flow via a shortcut existed (rather than the required direct to queue transferring), life would become much simpler for our agents.
What problems is the product solving and how is that benefiting you?
Updating our previously out-of-date contact center management software. The benefits we see are in the flexibility and management of the tool. It is so simple to manage that application owners do not require an intense technical background to manage. This frees up our engineers to stay out of application management.
One of the best options for a functional, hosted call center. Good integrations with Salesforce.
What do you like best about the product?
Customer support during onboarding was outstanding. Patient help.
What do you dislike about the product?
Outages. I don't care if it was an AWS problem, it is perceived as a talkdesk problem and talkdesk is hard to get a hold of when there is a serious outage.
What problems is the product solving and how is that benefiting you?
call center agents from across the country all have the same agent experience.
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