Talkdesk
TalkdeskExternal reviews
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Talkdesk Call Center Review
What do you like best about the product?
Talkdesk has an easy to use interface for tracking and knowing what agents are doing and when. Being able to quickly control/manipulate what Ring Groups an agent is on has proven to be a useful tool.
What do you dislike about the product?
The information available through the reporting section is great, but the naming convention doesn't seem to match what the reports are for. The filtering options are limited as well. Having to switch from Widget to Web mode in order to monitor a call is a bit clunky as well.
What problems is the product solving and how is that benefiting you?
Talkdesk has been great in terms of being able to understand call volume and flow. It has given us the ability to quickly adjust agent assignments based on real-time business needs.
Reports & Analysis
What do you like best about the product?
You can track in real-time, call queues and agent status. Also pulling reports are not ALWAYS bad or incorrect.
What do you dislike about the product?
The daily reports emails when it does not accurately pull the correct information. I had daily emailed reports that one day sent data with straight 0's!
What problems is the product solving and how is that benefiting you?
Solving daily abandoned calls issues and also agents status issues for long breaks/lunches/acw. Benefits to keep track of calls and transfers as well. Also agents productivity.
Recommendations to others considering the product:
Play around with everything, so you know any other helpful links and tools to use for your reference!
Perfect tool for customer service ops
What do you like best about the product?
Live dashboards, callbar, and mobile applications for callbar are very convenient to use and practical in nature
What do you dislike about the product?
Custom reports are limited and can be given even extra features to customize further.
What problems is the product solving and how is that benefiting you?
Talkdesk allows us to perform at a higher level for our customers and helps us in meeting the set SLA's every time
A VOIP platform guaranteeing efficient communication to improve care and support
What do you like best about the product?
Talkdesk is a powerful VOIP call management tool. We use it to handle multiple internal and external calls to provide, mainly to provide care and support to those who need it. The call time is ample; the interface design is intuitive and navigable. It is perfect for daily use.
What do you dislike about the product?
It does not provide good tutorials or training material for end-users.
What problems is the product solving and how is that benefiting you?
Talkdesk has qualities that have helped us to simplify our service and support to internal staff of the organization and customers through calls. Its affordable cost doesn't break our budget, and it's easy to stay in conversations while navigating the interface.
Recommendations to others considering the product:
Talkdesk is perfect for everyday use by teams engaged in VOIP care and support. It is practical, easy to use, and simple to interpret features.
Talk Desk User
What do you like best about the product?
Using Talkdesk has brought a fuller picture to our reporting capacities. We know how many calls each line is getting. We can see which agents are busy and which ones may need some additional training and support. The recorded lines have also helped us in that we know when a customer might not be giving us the full story or potentially be confused about something and we can help make sure everyone is on the same page going forward.
What do you dislike about the product?
The most frustrating part of Talkdesk has been the tech support. When something goes offline or wrong, it is very time-consuming and cumbersome to get a response and action on the issue at hand.
What problems is the product solving and how is that benefiting you?
We can better track which marketing sources are working and that bring in more calls. At the same time, we can see which sources are not working. This allows us to better spend our marketing dollars in the correct areas.
Recommendations to others considering the product:
Make sure you get a clear path on understanding how you will contact support and who will reply to you and how they will reply and when they will reply. Most products need help and it can be challenging when you can not communicate with support.
Talkdesk - My Thoughts
What do you like best about the product?
Salesforce Integration - what a time saver!
What do you dislike about the product?
This is more internal but we have too many lines you can transfer to, it gets confusing. I wish there was a better search feature when going to transfer a call. Overall, not really any dislikes!
What problems is the product solving and how is that benefiting you?
The Salesforce integration is such a time saver. Logs my calls, I can click the number and it dials for me, calls recorded under leads - the list goes on. Also seems dumb but caller ID. I see the name and I can find their lead before they finish introducing themselves!
Recommendations to others considering the product:
Speaking as a salesperson - it saves a lot of time. time = money!
Very nice experience
What do you like best about the product?
How it helps us connect to the other persons
What do you dislike about the product?
Sometimes it goes crazy, and a little slow
What problems is the product solving and how is that benefiting you?
The issues customers called having issues with, being able to connect with them
Recommendations to others considering the product:
Make the app a little faster
Talkdesk allows me to get easy reporting with minimal effort on current and previous dates.
What do you like best about the product?
The best part is being able to see things in one location. With dashboards, I can also share a custom setup with other agents whom it might be useful to.
What do you dislike about the product?
Sometimes it can be hard to find the reporting I need with the newest set of updates. While sharing is quite helpful sometimes, it can be hard to get what I need at times.
What problems is the product solving and how is that benefiting you?
With my team, I have been able to take and create a huge reporting system that not only reports what the higher-ups on the team need but also provides what I can use on a daily basis using key matrics like SLA and total away time.
Recommendations to others considering the product:
If you are already considering Talkdesk this is a great all-in-one solution for your needs. Likely it can fit what you are looking for and more. The best part is that it just works. Period. You can set up custom reporting, easily share and generate reports all on a timeframe that works best for you.
TalkDesk
What do you like best about the product?
Overall it is a good application. Easy to use.
What do you dislike about the product?
Sometimes it is glitchy and needs a call waiting feature.
What problems is the product solving and how is that benefiting you?
It has good presentation.
Talkdesk is a great way to communicate with a large listing of people
What do you like best about the product?
I can click and dial to call the client I am working with. I can also set a disposition for the call (meaningful call, hangup, no answer), which works directly with our CRM to log the notes. I am able to quickly view my team's call notes and see what occurred during every call. I can click on the calls to listen to the call recordings and also associate it with our call monitoring program and have coaching sessions and evaluations with my team.
What do you dislike about the product?
The connection with our CRM isn't always working. I often have to clear my browser history and cookies because it doesn't link together. It sometimes also does not log calls within our CRM. There are often issues when people on the team have access to two different CRM bases, causing connectivity issues. We often have to get help from our help team to fix this issue, which can take away from productivity daily. This is something we are looking to resolve ourselves. However, the issues are usually high-level problems that we are unable to fix ourselves.
The other problem is that our calls don't always record within our Talkdesk activity within our CRM. This sometimes shows that my team has not reached out to a client when they actually have.
The other problem is that our calls don't always record within our Talkdesk activity within our CRM. This sometimes shows that my team has not reached out to a client when they actually have.
What problems is the product solving and how is that benefiting you?
I am able to work faster because I can click to dial the client I am calling. I am also able to keep notes after each call, which saves the headache of searching for info on activity history when calling again. We are also able to vbe more productive because we can open multiple pages, click on the phone number, talk to the client, and then close out the call.
Recommendations to others considering the product:
Connect it with your CRM that you are using. It makes calling and note taking much simpler and easy to find your informaiton.
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