Talkdesk
TalkdeskExternal reviews
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Talk within your desk
What do you like best about the product?
Builtin reports. Easy to find chat and voice interactions. I'm able to monitor real-time interaction. Customers can send attachment and we can do the same back for the cx.
What do you dislike about the product?
I have to switch back and forth from one omnichannel to another. We hope that there's an option to view it in a different tab
What problems is the product solving and how is that benefiting you?
There's a lot. But what I love about this is that I can closely monitor a real-time interaction of an agent with the customer. I can coach directly and assist the agent with their concern, real-time.
Recommendations to others considering the product:
to explore more on the reporting side of the tool
User friendly but needs high speed network
What do you like best about the product?
Easy transfer options, easy to save contacts
What do you dislike about the product?
It disconnects the call completely when the network drops instead of trying to reconnect.
What problems is the product solving and how is that benefiting you?
Easy for handling incoming calls whilst doing other tasks using the pop up app
You're in good hands with Talkdesk
What do you like best about the product?
Talkdesk has all the things that we need to run a business
What do you dislike about the product?
For any updates, send an email notification. We should be aware that an update is available.
What problems is the product solving and how is that benefiting you?
KPI are easily available and can be viewed anytime. Real-time access to certain things like AHT, SL, calls waiting, etc can be viewed by anyone at all times. It also helps with call reviews/call listening.
Recommendations to others considering the product:
Talkdesk is all worth it. No regrets.
User friendly call center application
What do you like best about the product?
- integration with salesforce
- tall desk academy for the self training
- tall desk academy for the self training
What do you dislike about the product?
- lack of features from an administration point of view like configuration backup and restore
What problems is the product solving and how is that benefiting you?
Management of customer's requests and complaints
Need some improvement to make interactions easier.
What do you like best about the product?
Have different channels, so no need to open other tab/app
What do you dislike about the product?
When using TD omni, typing email or chat everything you typed will disappear if you needed to switch on a different interaction or if some will join chat.
What problems is the product solving and how is that benefiting you?
Turn around time, I realized that it's easier to navigate using 1 tab only.
Clear connection
What do you like best about the product?
TD is easy to navigate and can hear the other clearly.
What do you dislike about the product?
Calls are getting disconnected, especially with essential calls.
What problems is the product solving and how is that benefiting you?
They are answering calls from customers promptly.
Recommendations to others considering the product:
Can make an excellent clear connection not just for calling but also for chat and email.
Pretty good.
What do you like best about the product?
I like that it doesn't take over the whole screen while I'm talking to I can multi-task on my computer while on the phone.
What do you dislike about the product?
I don't really like that it's hard to find the number on a call that is transferred to me. It shows up as the person who transferred it.
What problems is the product solving and how is that benefiting you?
I haven't really seen other benefits since it isn't as integrated with our Zendesk system as I would like. I can't take notes on TalkDesk and have them transfer over.
Recommendations to others considering the product:
I think it is way better than other systems I have used. Definitely recommend it.
Mostly Positive Experience
What do you like best about the product?
Versatile and easy to use. Setup and integrations are easy to configure. End-users find the experience clean and it is *mostly* without technical issues. We use this with Salesforce and we have not had any issues with that connection. Very customizable.
What do you dislike about the product?
Support tends to take a while to figure out issues - they are quick to respond but their responses are usually very basic and not helpful. Project implementation seemed kind of haphazard and chaotic - I was never quite sure what I was supposed to do versus what Talkdek would do for me.
What problems is the product solving and how is that benefiting you?
This was a definite jump up in quality from our last provider. Better integrations, customization, and call quality.
Recommendations to others considering the product:
I recommend the product overall compared to other options
Very useful app, especially considering the fact that it is web based and easy to use.
What do you like best about the product?
The fact that employees can use it remotely.
What do you dislike about the product?
Sometimes the load times are slow for the recordings.
What problems is the product solving and how is that benefiting you?
Tracking incoming calls for our clients and managing my workforce are probably the two most significant benefits.
Recommendations to others considering the product:
Very robust and useful app, especially if you are in a call center setting.
TalkDesk Experience
What do you like best about the product?
My favorite part about Talkdesk is the ease of the interface in both the widget and the web mode. Additionally, as a Level One Support Manager, I find the new live reporting feature extremely helpful when tracking productivity, performance gaps and overall call center management. These metrics are invaluable when meeting with my team as we discuss growth points. Lastly, these data points support the cases I build for workforce management when I present them to my Leadership Team.
What do you dislike about the product?
We used to experience quite a few glitches with stability, call transfers, and overall user experience. However, since bringing on a dedicated TalkDesk Rep on our team, we have seen a significant improvement especially working from home in different environments. I sometimes struggle with creating my reports and dashboards as I don't understand all the nuances of metric settings/vocabulary. Still, once I figure it out, I love the outcome.
What problems is the product solving and how is that benefiting you?
Talkdesk reporting allows me to track productivity on my team and any performance gaps. Numbers don't lie, so I love seeing all the granular details in front of me.
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