Talkdesk
TalkdeskExternal reviews
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TalkDesk Review
What do you like best about the product?
I like that with TalkDesk, I can see caller ID and can transfer calls to other ring groups very quickly. I also like that I am able to connect with our customers, reservists, quickly and easily. TalkDesk is also very useful when it comes to our business system and how we recruit for our positions. For example, it allows us to see how many callers we have in queue.
What do you dislike about the product?
Sometimes caller ID can be incorrect, or calls keep disconnecting when trying to answer. We have also experienced some situations in which we were not receiving calls properly or people were calling in but we were not receiving the calls, they were just stuck in the queue.
What problems is the product solving and how is that benefiting you?
We use TalkDesk at my company to connect with our customers, which we call reservists. Our primary focus for using TalkDesk is to provide the best customer service possible to our reservists. TalkDesk is used in a wide variety of ways in our company. It is used to recuit reservists, to call and make connections, answer any questions or concerns they may have. Our company is 24/7 so TalkDesk is relied on heavily and used at all times by our employees. We use TalkDesk to also connect with different departments internally. The ring group feature is handy in this aspect as it makes it very accessible in order to transfer calls over to another department if needed. This makes being able to transfer our resrvists to the correct people much more efficiently as well.
Recommendations to others considering the product:
For anyone looking to use TalkDesk as a service, I would highly recommend it. The use of the software is very straightforward, efficient, and user-friendly. They even provide step-by-step videos online to take you through how easy TalkDesk is to use.
Talkdesk Review 2021
What do you like best about the product?
I enjoy how organized talkdesk is for its users and how easy the site is to navigate.
What do you dislike about the product?
I don't like that transfers aren't taken into account for talkdesk metrics. My metrics at the end of the day may not reflect the level of work that I put in because I had to speak with someone for ten minutes before I realized that I may need to escalate the situation and transfer them to a supervisor. Our metrics are so heavily viewed in this company that the metrics must be accurate.
What problems is the product solving and how is that benefiting you?
There is a way to have different phone lines for multiple projects. That has made work more convenient as we try to balance multiple projects that multiple people may or may not be assigned to. Even down to capping off how many callers can enter the queue based on the size of a project.
Recommendations to others considering the product:
I would recommend adding video calls and a chat for internal purposes; it would be cool if everything were in the same place. It would also be nice to send out texts using talkdesk. We use Microsoft teams a lot and I would not mind if we slowly started to phase our communication out of teams and onto talkdesk. Talk desk has a really nice tutorial academy set but I would recommend a tutorial that also includes those less used functions so that they can be put to use. I use 20% of what talkdesk is capable of because that's all that I know of or have received training on.
Reason to choose talkdesk
What do you like best about the product?
1) Different features that allow checking the call history.
2)Easy to monitor and check the service level.
3) automatic recording option which can be useful for quality and training purposes.
4) Easy call transfer option.
5) Easier to set call tree for team members.
2)Easy to monitor and check the service level.
3) automatic recording option which can be useful for quality and training purposes.
4) Easy call transfer option.
5) Easier to set call tree for team members.
What do you dislike about the product?
1)edit option for the talk desk could be improved.
What problems is the product solving and how is that benefiting you?
Talking to customers and couriers and resolve their issues in a timely manner.
Talkdesk reliable softphone
What do you like best about the product?
TalkDesk has been reliable comparing to all other softphones. The quick connectivity and clarity is such a relief to the one who works majorly on calls. I have used 3 Cx and TalkDesk both. I would recommend Talkdesk as its improvements are not measurable.
What do you dislike about the product?
Loading issues rarely and it leads to taking time in calling customer
What problems is the product solving and how is that benefiting you?
I have been using it to connect with customers of various locations and I realized this is a must-have software for call centre business
TalkDesk easy to setup and use
What do you like best about the product?
Studio is amazing to work with, I can build a IVR in a few minutes or add a change. This makes a world of difference when working on changing things
What do you dislike about the product?
Lack of documentation for ring groups. Other than that nothing
What problems is the product solving and how is that benefiting you?
We replaced another phone system with TalkDesk, as the other phone system was clunky and had many issues
TalkDesk Is an Accessible, Well Supported Solution
What do you like best about the product?
The tool is straightforward to use for even the newest support agents. The Talkdesk support team is well equipped to answer any question and ready to screenshare to help with more complex questions.
What do you dislike about the product?
Occasionally, calls are routed incorrectly. It can be hard to pull certain metrics such as Service Level. I have had to change metrics due to this difficulty. Support is still there when you need it though.
What problems is the product solving and how is that benefiting you?
Our company uses Talkdesk to resolve customer issues via phone call. We can use many agents at a time and track information via "dispositions." We are currently integrating with our email service.
Recommendations to others considering the product:
Work with their Support team when establishing or learning about their Flows. It can be challenging at first.
Great features. But there have been some serious bumps.
What do you like best about the product?
Studio is easy and intuitive to set up. It has allowed us to get much more personalized in our inbound call structure, which our teams really appreciate.
The availability to find what I need using the knowledge articles is also great.
Our users seems to like using the callbar and it has been consistenly working for our teams, which is especially important for our teams using their own home networks.
The availability to find what I need using the knowledge articles is also great.
Our users seems to like using the callbar and it has been consistenly working for our teams, which is especially important for our teams using their own home networks.
What do you dislike about the product?
The use of the internal reporting tools was also a complete miss for us. The fact that you cannot report accurately on a single user's calls offered vs calls handled vs calls missed, regardless of ring group, was a big miss for us. We even upgraded our reporting for a trial period to see if that would help. We also engaged our support account person to do a reporting walkthrough, only to find that the reporting set up in Talkdesk made the way we needed to report on calls completely impossible in one delivered report.
Fortunately, we were able to use the Talkdesk Activity object in our Salesforce org and with some custom fields, we've been able to bypass this feature altogether. However, the reporting capabilities was one of the main selling features for us, so it was not a great experience to learn the filters were too limiting for our use cases.
While users enjoy the callbar feature, it is limited in customizations. One of the features we lost transitioning from our previous dialer was the ability to create future task reminders in Salesforce directly from their call widget in our old system.
Fortunately, we were able to use the Talkdesk Activity object in our Salesforce org and with some custom fields, we've been able to bypass this feature altogether. However, the reporting capabilities was one of the main selling features for us, so it was not a great experience to learn the filters were too limiting for our use cases.
While users enjoy the callbar feature, it is limited in customizations. One of the features we lost transitioning from our previous dialer was the ability to create future task reminders in Salesforce directly from their call widget in our old system.
What problems is the product solving and how is that benefiting you?
Talkdesk activities in Salesforce, along with the Salesforce integration enables use to track all of our softcalls and report out accurate call data. With COVID, all of our teams are currently working remotely and the transition from their office lines to using TD for all calls was a seamless transition for them.
We're experiencing much better call performance and less dropped calls since we switched to TD, which was the main reason we first started looking for a new dialer system. Since our teams all work remotely, having access to a system that works well across all personal networks was vital to us.
We're experiencing much better call performance and less dropped calls since we switched to TD, which was the main reason we first started looking for a new dialer system. Since our teams all work remotely, having access to a system that works well across all personal networks was vital to us.
Recommendations to others considering the product:
Any admin can set up the most basic to a complex call flow quickly, without needing any coding knowledge or IT support. Call quality has improved, and system downtime has been cut dramatically since transitioning to Talkdesk.
Great Tool - Saved us During the Quarantine
What do you like best about the product?
The ability to work remotely was priceless. There is so much this tool has to offer and we have not even touched the surface.
What do you dislike about the product?
There are just a few limitations that we found; however, I have to say that the support team is always open to suggestions and trying to find solutions for our needs.
What problems is the product solving and how is that benefiting you?
The ability to set metrics and quantify them has been a great help. We recently added our Engineering Support Team which in and of itself, has added great value.
Recommendations to others considering the product:
In order to fully utilize and take advantage of everything Talkdesk has to offer, it is best if the entire company makes the switch. Having only one or two departments does not allow Talkdesk to be used to it's full capacity.
Very helpful, supportive, and great service.
What do you like best about the product?
The amount of help articles, the quickness of response to emails, and thoroughness of the assistance.
What do you dislike about the product?
It took a few different agents to get the best help possible. Some agents referred me to just articles which didn't help. Some didn't understand my question. Eventually I came across Rita Alves who provided the best service possible and understood my question quickly.
What problems is the product solving and how is that benefiting you?
We are solving reporting problems with Talk Desk. This helps keeps our goal aligned and on track.
TalkDesk streamlines tracking customer experience
What do you like best about the product?
TalkDesk's live reporting dashboard makes it easy to see which users are active or inactive and deliver teachings and trainings with metrics
What do you dislike about the product?
I wish TalkDesk had a separate interface for texting instead of the OmniChannel, which is a bit clunky to navigate
What problems is the product solving and how is that benefiting you?
We are now able to see which agents are productive in real-time, which the previous solutions had now allowed us to see.
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