Talkdesk
TalkdeskExternal reviews
2,501 reviews
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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.
Very helpful in getting insights about my team
What do you like best about the product?
I like the Dashboards, It's very informative and flexible based on my needs. I was able to see a bigger picture on how my the team is doing with their calls real time. The reports are also helpful if I want to get into particulars on how my team is doing.
What do you dislike about the product?
I wish that it's easier to export reports to CSV and Excel formats as I wish on integrating some data into our internal dashboards via google cloud.
What problems is the product solving and how is that benefiting you?
Getting reporting done as efficiently as possible. Also with TD we were able to get better insights on how we can schedule our people to get the best SL based on the staffing and call arrival patterns.
Great overall
What do you like best about the product?
I like that different features can be used—for example, the warm transfer vs. a cold transfer. Also, it is pretty easy to use and understand
What do you dislike about the product?
There are still some glitches that occur with transferring calls I recently experienced this week.
What problems is the product solving and how is that benefiting you?
Communication, easy communication with members and professionals as well.
Talkdesk has a great UX, very easy to use and develop reporting for various business requirements.
What do you like best about the product?
It's ability to create so many reports for business needs.
What do you dislike about the product?
It's inability to be able to share reports with others on the team. We have to reach out to our Account Manager for that.
What problems is the product solving and how is that benefiting you?
A better and more streamlined experience for our reps and customers. We will understand better after we go live.
Recommendations to others considering the product:
Not a stakeholder.
Platform is good!!
What do you like best about the product?
Easy to use dial pad and transfer features.
What do you dislike about the product?
Reporting dashboards could be better. I might not know how to use the platform but I would like to see in Talkdesk how long a rep was in ready.Could have better integration with salesforce. If you don't have a casee up won't log with talkdesk.
What problems is the product solving and how is that benefiting you?
Having a way to be able to take calls and make outbound calls. Recording calls and having it link into salesforce for compliance purposes is really nice.
Easy and quick way to login, every time I come in for work its literally 2 clicks away
What do you like best about the product?
The options of being able to go into different statuses
What do you dislike about the product?
The ringtone sound is very annoying, wish it had different ones you could choose
What problems is the product solving and how is that benefiting you?
Just making sure our phone are updated and having the different microphone options
Talkdesk Review
What do you like best about the product?
I appreciate the flexibility and amount of information the talk desk provides. The training was simple, and the callbar app is very user-friendly. It allows us to look up phone numbers and transfer to coworkers easily. This makes it a great system to use for both our coworkers and our customers. The system is also very easy to log into everyday. I have never had any issues logging into the app.
What do you dislike about the product?
I dislike that you are unable to change your status while the phone is ringing a lot. It makes it hard to switch to after-call work if the phone is ringing again. Instead of having to decline calls until the phone stops ringing, it would be nice to have the option to change our status at all times. The other thing that I dislike is that if the internet goes out, then we lose our connection and calls. I don't know if anything can be done about this, but it is frustrating.
What problems is the product solving and how is that benefiting you?
We are solving customer service needs and providing flexibility to coworkers. We have the benefit of multiple status options to facilitate our needs and communicate effectively with our coworkers. When we step away from our desk we can change our status to reflect that, when we need to work on recording or sending information, we can change our status to reflect it.
Recommendations to others considering the product:
It's easy to use and the process to set it up is very quick. It's a great system for any company making a lot of calls.
My Talkdesk Experience
What do you like best about the product?
It is effortless to use and very simple to get set up. Whoever designed the Callbar should be commended for its ease and simplicity of design. The tutorial that we use at the beginning of the installation was very informative and straightforward to understand. It's easy to make transfers and set your call status. Very intuitive, and the design of it is clear to determine its use.
What do you dislike about the product?
The only downside that I can see is that the call quality is often compromised. I don't know if this is a result of a bad Internet connection or if it has something to do with the app, but calls breaking up often happens to me and others on my Team. Sometimes the call just sounds "muffled" or overly robotic-sounding, almost like somebody autotuned it.
What problems is the product solving and how is that benefiting you?
The ease of use, as I've mentioned above, has been a great benefit for us and for our team as a whole. Also, since everyone is in our address book, it's helped with our productivity by just simply looking up someone in the address book to call them as opposed to finding their number and dialing it.
Recommendations to others considering the product:
If you have a company that has more than a few people, I can see Talkdesk being very helpful for your operations. From my understanding, the cost of this service is reasonable, and as long as you are in an area and use a good internet service provider, then go for it.
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