Talkdesk
TalkdeskExternal reviews
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Amazing software and very responsive team
What do you like best about the product?
I love being able to see all the information in one place. It is easy to customize my dashboard for how I want to see things without it changes it for others. Everything is labeled perfect so reports are easy to find as well.
What do you dislike about the product?
I would like to see the lower version for smaller companies have the same features. It would be great to have access to some of the cool tools.
What problems is the product solving and how is that benefiting you?
It really helps with keeping track of who we have logged in since we don't have WFM just yet. Also to see what status they are in, really helpful that we can create statuses as we need them. We realized we needed more than just phones, cases, offline.
Recommendations to others considering the product:
If you need a tool that is up 99% of the time for calls this is a perfect option. Also, it is super easy for new users and isn't so complex it needs an hour or more of training. Really great and fast response from their team as well when you have an issue!
Talkdesk has been a great tool for a remote workforce
What do you like best about the product?
Talkdesk is integrated with the Salesforce platform we use. This makes documenting phone calls into calls very seamless.
What do you dislike about the product?
Talkdesk has a lot of reports. So many that it is sometimes hard to find exactly what you are looking for.
What problems is the product solving and how is that benefiting you?
Talkdesk allows our remote workforce to take calls from customers anywhere! It also helps to organize their day with a variety of statuses.
Recommendations to others considering the product:
Talkdesk is ideal for a remote workforce
Very helpful!
What do you like best about the product?
I really like that you listen to all your past calls, you can easily sort through your past calls, and organize your voicemails effectively. I love the email notifications we get when we receive a voicemail, which is helpful when you're away from your desk.
What do you dislike about the product?
I dislike how you're unable to see your missed calls easily, and you can't see when you have a call coming in on your other line, when you're already on the phone.
What problems is the product solving and how is that benefiting you?
Talkdesk solves the problem of having teammates all over the world, and not having to memorize phone number! Benefits include the ability transfer calls to other individuals or ring groups easily, listening to your calls, and assigning voicemails to others.
Recommendations to others considering the product:
Know that it will take everyone awhile to understand how to use it, but once they do it's very beneficial. There is a learning curve.
Simple yet detailed service
What do you like best about the product?
The ability to pull up my teams stats very simply.
What do you dislike about the product?
Talkdesk is a little bit overwhelming sometimes. I wish that it had a page where it explained the whole software
What problems is the product solving and how is that benefiting you?
I am solving my problems of being less organized. Talkdesk keeps me in check each week with its abilility to email me my teams stats
Talkdesk Usability
What do you like best about the product?
Talkdesk provides useful tools for monitoring Inbound/Outbound call activity as well as live monitoring of agent status
What do you dislike about the product?
The lack of a search function to filter out phone numbers when trying to listen to recordings.
What problems is the product solving and how is that benefiting you?
Talkdesk saves me time by providing detailed call/agent activity reports that I can adjust as needed.
Recommendations to others considering the product:
Make use of all the apps/sites that can be used along talkdesk. (ex.Zendesk)
The interface is very easy and basic. Easy to use and navigate.
What do you like best about the product?
Very reliable, and when the system goes down, it’s back up in no time.
What do you dislike about the product?
We were able to create a better reporting system with our old phone system. It isn't easy to get actual call center and agent data.
What problems is the product solving and how is that benefiting you?
We use the default reports to get agent-level data to manage and improve the team's answer rate.
Using Talkdesk as a DTC Customer Service Manager
What do you like best about the product?
The reporting system is great, easy to use, and very informational! Our CS reps say it's also very easy to understand the data given.
What do you dislike about the product?
When there are issues with the system, there is not always an immediate response from their IT team. We are not always sure if it is a Talkdesk Issue or with our CS reps (who work remotely) until about 15-20 minutes into knowing the issue. It affects our customer's experience.
What problems is the product solving and how is that benefiting you?
We did not have data at all prior to Talkdesk - it has been a great resource to use when pushing for additional support on our team that is both easy to understand and also contains many different data points.
Recommendations to others considering the product:
If you need a system that is easy for both your managers and team to learn and evaluate, this is a great tool!
An extremely reliable partner
What do you like best about the product?
Their commitment to ensuring that our business needs are addressed is top-notch.
What do you dislike about the product?
They're swift to bring new features to market, and this can cause slower-paced companies some discomfort.
What problems is the product solving and how is that benefiting you?
We have agents working worldwide, and having everyone on Talkdesk's cloud solutions makes it trivial to manage and scale up our operations.
Talkdesk - great for teams
What do you like best about the product?
Easy to manage and view team phone calls. We use this routinely for inbound and outbound support calls and it's proved to be an easy system to leverage.
What do you dislike about the product?
Creating new dashboards and pushing them out to team members currently requires assistance from the talkdesk support team. it would be great if newly updated dashboards could be easily pushed to an entire ring group
What problems is the product solving and how is that benefiting you?
Easy to track and utilize with Zendesk
Easy to use platform to make calls, manage and listen to my sales teams call and activity.
What do you like best about the product?
Phone app, windows call bar and browser-based solutions
What do you dislike about the product?
the salesforce integration does not sync all the time, can be finicky
What problems is the product solving and how is that benefiting you?
It is excellent for sales coaching when I need to listen in on calls or listen to past calls the reps have made. Calls usually sync with Salesforce to track activity.
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