Talkdesk
TalkdeskExternal reviews
2,501 reviews
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A cleaner and more aesthetically-pleasing version of RingCentral
What do you like best about the product?
I'm a big fan of Talkdesk's integrations and user-friendly appearance. Everything about the platform's look and functionality are pleasing. We're able to use it with Zendesk with ease and it allows us to finish up calls and take notes quickly.
What do you dislike about the product?
The only problem is that Talkdesk isn't always reliable. For example, if the widget says "Available", sometimes we're actually still in "After Call Work". This slows down production and forces the team to double-check that they're in the right status after every call.
What problems is the product solving and how is that benefiting you?
In the end, with Talkdesk, we're able to take notes and finish calls quickly. It's easy to warm or blind transfer calls. All of the widget's icons are self-explanatory and the settings are simple.
Best Phone Integration
What do you like best about the product?
The functionality of the program makes it easy for anyone to learn and operate. You can build out multiple boards for tracking and best of all they have a teaching section.
What do you dislike about the product?
The only dislike which is probably a user error is that when you sign on to the web mode it logs you in automatically. No biggie.
What problems is the product solving and how is that benefiting you?
We are solving multiple issues. From customer wait times, intentionally missed calls, reconnecting with those who left voicemails and so much more.
Recommendations to others considering the product:
Talkdesk has some great functionalities for CX companies. I would encourage the admins to go through the learning courses as it will help you to maximize your success with the product.
Best software to integrate for any customer support service
What do you like best about the product?
Talkdesk offers a wide variety of options and can be integrated easily with other applications to get the task at hand done with ease. I love the dialer feature that it comes with for receiving customer calls.
What do you dislike about the product?
There is no specific feature that I dislike, however at times, the call quality does get distorted, and disconnections happen pretty sometimes too. Other than that, it is an excellent tool.
What problems is the product solving and how is that benefiting you?
I use Talkdesk at work to receive calls from customers and to manage these calls as well as to have an overall review of the whole process as well. I feel that it is pretty easy to use and understand.
Recommendations to others considering the product:
I would undoubtedly recommend Talkdesk to everyone in the field of customer support.
The good, the bad, and the ugly
What do you like best about the product?
everything! it's easy to track is on the phones and never have issues with connectivity
What do you dislike about the product?
how difficult it is sometimes to find reports
What problems is the product solving and how is that benefiting you?
just trying to find easier ways to pull reports
Recommendations to others considering the product:
If you are looking for something easy and great to use daily to track your agents, get stats, anything along those lines, Talkdesk is very user friendly.
Very user friendly application
What do you like best about the product?
Accurate reports talktime very user friendly and very convenient application to use
What do you dislike about the product?
No everything is amazing and quick . There is no such AOI ryt now
What problems is the product solving and how is that benefiting you?
Talk time sales manager productive hourly reports
Love this tool
What do you like best about the product?
I am a huge fan of this easy-to-use dashboard and reporting. It is providing me with a ton of insights immediately. We are setting up quality management forms now. It's a great tool we love it.
What do you dislike about the product?
sometimes the way i get to information is not intuitive but it is easy enough to figure it out. I really like even the things that frustrate me, it's a big improvement over what we had before.
What problems is the product solving and how is that benefiting you?
We are solving issues and concerns with productivity it's been amazing. I'm really excited to be able to demonstrate how effective wwe are as a team and prove it.
Recommendations to others considering the product:
Ease of use
TD reveiew
What do you like best about the product?
TD is ensuring to give us accurate reports, and also, it is user friendly and does not make things complicated for a person who is a new user.
What do you dislike about the product?
Nothing!. They're delivering the best. Good JOb!
What problems is the product solving and how is that benefiting you?
It has increased our CSAT score as there are very few call drops, and the network is transparent.
Recommendations to others considering the product:
If you are looking to generate accurate reports and to have user-friendly access, then this software is the best.
Great insights and detailed reporting
What do you like best about the product?
Customization options in the reporting section.
What do you dislike about the product?
Would really appreciate the addition of pre-setup reporting that users can customize in the "Explore" section and that can be pulled on a daily basis.
What problems is the product solving and how is that benefiting you?
Providing detailed reporting on the team's performance.
UCSD SFS Talkdesk Review
What do you like best about the product?
- the high level of customization and flexibility with the majority of settings and call routing
- the ability to control all changes, publish changes immediately/real-time, and not needing any kind of Talkdesk admin to review and approve changes first
- the training via Talkdesk Academy is super intuitive and straight-forward; our agents all report positive experiences with the training and credit the Talkdesk Academy to much of their proficiency with Talkdeks now
- love having access to a wide range of reporting options
- the ability to control all changes, publish changes immediately/real-time, and not needing any kind of Talkdesk admin to review and approve changes first
- the training via Talkdesk Academy is super intuitive and straight-forward; our agents all report positive experiences with the training and credit the Talkdesk Academy to much of their proficiency with Talkdeks now
- love having access to a wide range of reporting options
What do you dislike about the product?
- the integration section is not as easy to use and navigate; I don't have much experience with coding, etc., so it's been challenging to determine how to set up various HTTP integrations properly
What problems is the product solving and how is that benefiting you?
- when COVID-19 first impacted our operations in early 2020, we, like many offices/businesses, transitioned to working remotely. Our department works directly with students and helps them understand their student account and billing matters, so a very important part of college. Using Talkdesk allowed our staff and student employees to be available to speak directly with our client base in real-time, which made a significant impact on our students and parents alike.
- speaking to the customization, in the past, it always took a long time and multiple steps to change our hours of phone availability or update any messaging within our phone tree. The customization has allowed us to post updates and changes immediately once they become relevant and then take them down again when no longer applicable. The customer experience is one of our highest priorities, so ensuring that we can always have accurate and up-to-date information and phone hours posted is critical.
- in the past, we never had access to any form of photo data or metrics. We handle a high volume of phone calls throughout the year but could never conceptualize it without data. With Talkdesk, we can transform the concept of "high volume" into a concrete number. As a result, we can not only demonstrate the overall value we bring to the campus, but we can also show our staff what their effort, dedication, and commitment look like numerically.
- speaking to the customization, in the past, it always took a long time and multiple steps to change our hours of phone availability or update any messaging within our phone tree. The customization has allowed us to post updates and changes immediately once they become relevant and then take them down again when no longer applicable. The customer experience is one of our highest priorities, so ensuring that we can always have accurate and up-to-date information and phone hours posted is critical.
- in the past, we never had access to any form of photo data or metrics. We handle a high volume of phone calls throughout the year but could never conceptualize it without data. With Talkdesk, we can transform the concept of "high volume" into a concrete number. As a result, we can not only demonstrate the overall value we bring to the campus, but we can also show our staff what their effort, dedication, and commitment look like numerically.
Recommendations to others considering the product:
One of my favorite parts of Talkdesk is that it gives you and your team the flexibility to handle incoming calls from the office or while working remotely. Having that kind of flexibility is not only great for employees, but also for our student customers, who now have a high likelihood of reaching our agents and being able to ask their questions and get the assistance they need.
Reliable and feature-packed CCaaS solution
What do you like best about the product?
Talkdesk allows us to collaborate on a reliable, centralized platform with team members located in many different areas and several working from their homes. The UI is clean, easy to understand, and intuitive, which makes training easier. We also are impressed by the improvements and new features they have released in such a short time. Their team is hard at work building new features all the time. The dedicated CSM is always helpful, as are the annual business reviews and ongoing conversations to ensure that Talkdesk understands our organization's needs. The reporting capabilities are strong and allow for deep insight. Studio Flows are powerful routing mechanisms that empower us to create the workflows that we need and adapt to changes.
What do you dislike about the product?
There have been a few severe outages that have led to unplanned downtime. At the time, there were no clear instructions on how to avoid these issues and be available for our members despite product failures. Recently business continuity recommendations have been released, which has helped. Administrative processes need improvement to allow admins more control over making changes.
What problems is the product solving and how is that benefiting you?
Talkdesk has allowed us to create a centralized communication platform to serve our growing population of members. Talkdesk is easily scalable, working with us as our organization grows.
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