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Talkdesk Platform and Account Manager Awesome!
What do you like best about the product?
The tool is very easy to use and when I have questions, my assigned account manager is very quick with answering all my questions. We are looking forward to mastering all the functionality of this tool.
What do you dislike about the product?
No real dislikes as of right now. The platform has a dictionary to use when you want to ensure you are aligned with what the term / KPI measures. I have one request for a report active and my AM is working on it.
What problems is the product solving and how is that benefiting you?
I'm tracking and monitoring real-time and historical data as it pertains to call handling. I'm encouraging our vendor by celebrating real-time performance and actively recaping MTD performance. TalkDesk allows me to do this as often as I want. :-)
Recommendations to others considering the product:
The platform is easy to use. Very small learning curve.
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Great Tool
What do you like best about the product?
I like the autodial feature and call history view
What do you dislike about the product?
I dislike the occasional static and dropped calls
What problems is the product solving and how is that benefiting you?
Customer inquiries, sales, seeing missed calls
Recommendations to others considering the product:
Great tool that simplifies daily processes
Nice calls for sales
What do you like best about the product?
I like the how easy it is to add a contact
What do you dislike about the product?
When the calls disconnect in the middle of a call.
What problems is the product solving and how is that benefiting you?
no problems solved, but the benefits are the clear calls
Talk desk is awesome
What do you like best about the product?
I love that it's so convenient and easy. Can speak to all my customers!!
What do you dislike about the product?
Can't paste and dial. That makes it difficult to make calls faster.
What problems is the product solving and how is that benefiting you?
Sales
Money
Speaking to customer service.
Money
Speaking to customer service.
Recommendations to others considering the product:
It's good
TalkDesk-the new way to connect with your customers
What do you like best about the product?
I am not new to being a customer service agent but I am new to being a customer service agent that has a tool that gives me a lot more flexibility to do my job. I started with a new company 2 years ago and was told we would have a standard VOIP (Voice over Internet Protocol) phone that we would need to set up in our home office. This is more of the old-school type setup where you have a physical phone with the ability to forward calls to other devices if needed.
A few months later my team was introduced to Talkdesk which was a real eye-opener. The Talkdesk team went over some basic training with us. The ease of use is incredible and setup is a breeze. You can easily set up your own Custom Greeting for each status, Set Hours of Operation, along with routing after-hour alerts to your off-duty pager service. During setup, if you do have additional questions you can reach out to their support or go through the videos and knowledge base links. The best thing is there is no physical phone. You can have the widget on your desktop or you can download the app and answer the call from your cell phone. What’s great is you never miss a call or are unable to check voicemail. All of the typical "office type" settings are also included. You can easily do a blind or warm transfer to other team members if the call was routed to you by mistake or if the customer needs additional assistance. The Dashboard is customizable so you can see the agents logged in, the current status as well as call stats for the day (avg wait time, longest wait time, abandoned and your service level-which we all know is very important). As my department is newer our call volume is lower than a typical call center but I believe when things pick up for us I will not have any issues using Talkdesk. I love the company keeps us informed of changes that are coming. We have the chance to attend seminars, get emails with changes and the site itself notifies you of upcoming changes when you log in.
A few months later my team was introduced to Talkdesk which was a real eye-opener. The Talkdesk team went over some basic training with us. The ease of use is incredible and setup is a breeze. You can easily set up your own Custom Greeting for each status, Set Hours of Operation, along with routing after-hour alerts to your off-duty pager service. During setup, if you do have additional questions you can reach out to their support or go through the videos and knowledge base links. The best thing is there is no physical phone. You can have the widget on your desktop or you can download the app and answer the call from your cell phone. What’s great is you never miss a call or are unable to check voicemail. All of the typical "office type" settings are also included. You can easily do a blind or warm transfer to other team members if the call was routed to you by mistake or if the customer needs additional assistance. The Dashboard is customizable so you can see the agents logged in, the current status as well as call stats for the day (avg wait time, longest wait time, abandoned and your service level-which we all know is very important). As my department is newer our call volume is lower than a typical call center but I believe when things pick up for us I will not have any issues using Talkdesk. I love the company keeps us informed of changes that are coming. We have the chance to attend seminars, get emails with changes and the site itself notifies you of upcoming changes when you log in.
What do you dislike about the product?
I do have 2 wishes or suggestions. Since we do receive spam calls from time to time, some callers hang up while the greeting is playing before the call is transferred. Those calls show as missed as if me or my team missed the call. It would be nice to have an additional status showing the user hung up or disconnected. The 2nd would be better spam filtering. We do have the ability to block phone numbers but these days most spam calls are not from the same number each time. Most people have a feature on their cell phone that shows the call as potential spam, I just wish something like this could be incorporated into Talkdesk that would show the call as potential spam or if it wasn’t already flagged. The team could flag the number as spam so if that number were to appear again, it would display as potential spam. Those are my only 2 requests.
What problems is the product solving and how is that benefiting you?
As customer service representatives we are no longer bound to our desk for an 8-hour day. We can utilize the app and use our mobile devices and still offer excellent customer service. We can see everything in the app that we could see on screen. It is also extremely easy to on-board new support reps with this tool because it's so easy to use.
Great Tool!
What do you like best about the product?
Talkdesk is very easy to use, user friendly.
What do you dislike about the product?
I haven't felt any downside so far. I am very happy with the platform.
What problems is the product solving and how is that benefiting you?
My team and I need to contact patients, providers, and facilities, sometimes we need to include multiple individuals on a call.
My Talkdesk Experience
What do you like best about the product?
I like the fact that it is easy to use and the platform is very nice. The interface is user friendly and mostly, whenever I ask for help I receive a fast response.
What do you dislike about the product?
Sometimes many of the reports that I have to download take some time to run. I would also like to have the capability to see some extra detail in realtime, like the numbers of the calls we missed.
What problems is the product solving and how is that benefiting you?
We have more clarity in realtime with many KPIs, especially with the use of ACW and agent status. As an admin, I can change my agent's status and decrease call avoidance behaviors.
Recommendations to others considering the product:
It is easy to deal with, their support team is fabulous and reports give great detail for feedback ans strategy
Great product and an amazing partnership
What do you like best about the product?
Talkdesk has a best in the class support team, easy to use product and reliable technology.
Talkdesk is able to partner with you as an extension of your own team, sharing goals and objectives.
Talkdesk is able to partner with you as an extension of your own team, sharing goals and objectives.
What do you dislike about the product?
Like any fast-growing company, Talkdesk is still growing and with that the normal pain of evolving products and solutions.
I would love to see faster work on killing and removing the legacy solutions and discontinuing features that do not add value to the customers.
I would love to see faster work on killing and removing the legacy solutions and discontinuing features that do not add value to the customers.
What problems is the product solving and how is that benefiting you?
Ease of integrations and connectivity between several locations.
Talkdesk allows us to scale more effectively with reliable and sustainable solutions.
Talkdesk allows us to scale more effectively with reliable and sustainable solutions.
Very good system, I'm able to analyse all the results and calls.
What do you like best about the product?
to listen to the recorded calls. Is very easy and usable.
What do you dislike about the product?
Do not like the size of the letter. But thats all.
What problems is the product solving and how is that benefiting you?
The analysis of cases and people. And the call bar, I think that's the best part.
Recommendations to others considering the product:
If you work with call center, don't doubt about using talkdesk
One of the Better Phone Services
What do you like best about the product?
It is easy to transfer to other queues and individuals
What do you dislike about the product?
No transcribing options for calls nor voicemails.
What problems is the product solving and how is that benefiting you?
We are able to find recorded calls quickly which has helped de-escalate customers as needed. This has been a huge benefit.
Recommendations to others considering the product:
Go for it. It is a great product.
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