Talkdesk
TalkdeskExternal reviews
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TalkDesk for TimeDocHealth
What do you like best about the product?
it's great for our employees that call patients for our clinics, so far the experience has been mostly positive.
What do you dislike about the product?
Unfortunately, some of our nurses live in very rural areas with poor internet speed. that can be a problem with the calls.
What problems is the product solving and how is that benefiting you?
assigning numbers so that the patient does not think they're calls from out of state and likely scams. We also tying Click2Coach so we can record the calls and review.
Talkdesk future of the Call Center
What do you like best about the product?
Talkdesk is an AI-driven platform. It is a dedicated call center solution. It provides all the tools to manage call center agents either virtually or onsite. Creating queue/call flows is easy in their studio flow. Items can be customized through programming and APIs. The system is constantly upgrading with new enhancement features.
What do you dislike about the product?
The recording retention is 13 months until its archived. For my business, we need to retrieve easily for 7 years. The reporting is also only available for 13 months until its archived. This is the only downside of the system. They should allow access to recording or reporting as long as the client needs.
What problems is the product solving and how is that benefiting you?
Interactive call center, remote agents, and providing a system that we can manage and motivate our agents. Able to serve our clients and provide quality service and reporting.
Recommendations to others considering the product:
If you looking for the right tools to not only manage your agents but to provide quality service to your clients, Talkdesk is the system. It is a great system and the people are friendly and provide great customer service.
Talkdesk is convenient and easy-to-use
What do you like best about the product?
The ability for inbound calls to be recorded is fantastic, and it allows me to listen back to a previous call I had to ensure I didn't miss any information. Also, if there are any discrepancies with a customer, I can listen back to a call to see where the issue lies.
What do you dislike about the product?
Recently, outbound calls are not recording, and it is disappointing as I preferred listening back to calls to ensure I had all information noted. Luckily I realized this before I relied on a recording for note-taking.
What problems is the product solving and how is that benefiting you?
Talkdesk allows me to see what calls my colleagues are taking, when my customers speak to my team, and Talkdesk enables me to listen back to previous calls to improve my business performance.
Recommendations to others considering the product:
Talkdesk records inbound calls but not outbound calls
Great Call Centre Application and easy to Use
What do you like best about the product?
The user interface of Talkdesk is elegant and very easy to use. Integration with our CRM platform makes the life of an Agent easy and not swivel between applications. The reporting capabilities are strong and provide clear metrics.
What do you dislike about the product?
Some of the capabilities, like reporting, cannot be captured in CRM but can be tracked in Talkdesk, which turns out to be extra work.
What problems is the product solving and how is that benefiting you?
We use Talk Desk to track the customers calling in and integrate it with the CRM platform. CRM integration has helped us routing our calls via OmniChannel.
Recommendations to others considering the product:
Reporting Capabilities on integrated Applications
TalkDesk helped save our business during the Pandemic!
What do you like best about the product?
Easy to use UI, exceptional training, configuration customization, reporting, and excellent support. TalkDesk has disrupted an age-old industry that has taken advantage of businesses and consumers for far too long!
What do you dislike about the product?
Support could use an improvement on the front lines (basic technical support). Advanced support from network engineering and the upper echelon support tiers are excellent. The portal based support ticketing system is not very favorable.
What problems is the product solving and how is that benefiting you?
We were able to cut over 30% of our telephony budget. While it took some adapting on our staff's part, we have noticed a significant improvement in our overall business functions.
Recommendations to others considering the product:
Check out the integration capability and explore AppConnect. The tools that TalkDesk built and allowed for integration can really help you leverage your tools in the most efficient manner
Great Experience with Talkdesk
What do you like best about the product?
As a manager, Talkdesk helps me to easily monitor the progress and effectiveness of our team's calls. The reporting in Talkdesk helps us to identify the average call length, number of dropped calls and better understand the guest journey through our phone system.
What do you dislike about the product?
One of the challenges I had initially experienced with Talkdesk was the quality of the calls. However, once I looped in our internal IT team, they were able to make adjustments to my headset which solved the problem. It was likely user error!
What problems is the product solving and how is that benefiting you?
One of the problems being solved by Talkdesk is the ability to call coach and hear calls in real-time. This helps to grow and develop salespeople over time. In addition, it helps us to better understand where they are struggling in their calls.
AMAZING SOFTWARE
What do you like best about the product?
I ENJOY THE FACT THE SYSTEM AUTOMATICALLY PULLS UP THE CLIENTS INFORMATION, WHETHER IT BE A NAME OR PHONE NUMBER OR MULTIPLE PHONE NUMBERS ASSOCIATED WITH THE CLIENT.
What do you dislike about the product?
I DON'T LIKE HOW WE CAN'T SEPARATE THE VOICEMAILS OR HOW WHEN I LOG IN TO SEE MY VOICEMAILS, I CAN'T JUST SEE MINE, TO BEGIN WITH, THEN CLICK INTO THE HUB WHERE ALL THE VOICEMAILS ARE.
What problems is the product solving and how is that benefiting you?
It helps keep up with missed calls and voicemails; even if you resolve a voicemail, you can still access it. If a voicemail does not belong to you, then you can send it to the correct user.
Quick Service
What do you like best about the product?
How quickly the agent responded and was able to get my issue resolved
What do you dislike about the product?
there wasnt anything to dislike. it works well
What problems is the product solving and how is that benefiting you?
allows us to speak with our customers
Really good service and product assistance
What do you like best about the product?
As a System Admin, talkdesk has many services that helps in giving the best customer service. I am able to admin agent for my company in an efficient manner and customize permissions given to agents.
What do you dislike about the product?
The non realtime system status on the status webpage. From time to time that we encountered downtime in the system, the status page is not updated real time.
What problems is the product solving and how is that benefiting you?
Providing the best and realtime customer support is our top priority. Most of the time, customers would rather call than to send emails to address their needs. This is what talkdesk is providing my business, the ability to communicate to customers and address their needs as fast as possible.
Recommendations to others considering the product:
Give it a try and you will not think of other product to replace it.
Exceptional Communication
What do you like best about the product?
The communication we have received from our Customer Success Manager, Matthew Dale, has been exceptional! Over my career and working with many different call center (contact center) platforms, the communication and support we have received from Matthew Dale has (and remains) clear and concise. He is willing to meet with us whenever we need additional assistance. He works to understand our business needs and the unique demographics. Truly appreciate Matthew and all he does for us to help make our jobs easier and our Contact Center run more smoothly.
I have also found that when I open support tickets, they are addressed quickly. While the support representatives might not know or understand our daily inner workings, they are quick to inquire into specifics and work with us to gain a better understanding of what the issues or concerns are.
I have also found that when I open support tickets, they are addressed quickly. While the support representatives might not know or understand our daily inner workings, they are quick to inquire into specifics and work with us to gain a better understanding of what the issues or concerns are.
What do you dislike about the product?
We have seen some downtime with our contact center over 2021 for various reasons. Understanding most of these are resolved quickly, these are still heavily impacting.
What problems is the product solving and how is that benefiting you?
We recently were able to launch live chat. Live chat has been an outstanding benefit so far. We hope this will allow our agents to be more effective during our busiest part of the year. We are looking at other producuts to implement in Q2 2022.
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