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Recommended reporting tool
What do you like best about the product?
Talkdesk is a highly recommended tool, with which you can communicate by telephone with customers, as well as perform a wide range of call follow-ups and reports to take into account and have a continuous improvement of the service provided.
What do you dislike about the product?
Some wireless headsets do not allow you to answer calls if you are not in front of the computer.
What problems is the product solving and how is that benefiting you?
It is very useful to be able to record calls so that you can listen to them again. This can avoid misunderstandings with customers and improve quality.
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Customer Service
What do you like best about the product?
Easy to learn
Audio qulaity is good, reliable
Easy to implement
Audio qulaity is good, reliable
Easy to implement
What do you dislike about the product?
Filters very limited
Reporting is complicated and antiquated
Random glitches (disconnected calls, activities page wont load or update)
I cant see who is on a current call
Takes too long to update last call
Reporting is complicated and antiquated
Random glitches (disconnected calls, activities page wont load or update)
I cant see who is on a current call
Takes too long to update last call
What problems is the product solving and how is that benefiting you?
Incoming and outgoing call flow, about 100-200 calls per day. Customer service and sales function for a customer base of 3500.
Talkdesk review
What do you like best about the product?
I like the format and the way it is designed should be for optimum experience.
What do you dislike about the product?
It is not user friendly and the consistency in errors is more constant than the reliability.
What problems is the product solving and how is that benefiting you?
We only are allowed the basic version of talkdesk and that is not optimal for our needs. As a team, we do wonder if we were given the full use of what Talkdesk has to offer if it would be more beneficial. However, this version does not lend itself to ease of our purposes. It's difficult to filter through contacts, the filter system as a whole is lacking and does not make running reports beneficial.
Not User Friendly - many issues
What do you like best about the product?
I do not like anything about Talkdesk. I have nothing positive to say.
What do you dislike about the product?
When Talkdesk changed to Workspace, it still was never fully complete with the transition from Legacy to Workspace. It still does not have the functionality of seeing who is assigned to what number. I have to open every number record and then see who is assigned to it. There are always outages, issues with the Workspace app, and poor sound quality.
What problems is the product solving and how is that benefiting you?
N.A
talkdesk review
What do you like best about the product?
ease of use, very easy to contact support
What do you dislike about the product?
nothing for now, even the reports avec accessibles. System is not slow
What problems is the product solving and how is that benefiting you?
Our call center is using it
Solid tool for our 300+ team
What do you like best about the product?
Configured nicely with Zendesk, I like our CSM and AE, relatively user friendly
What do you dislike about the product?
Pushy for 2+ year contracts, the desktop app can be annoying to resize/allows sits on top of screens, glitchy and very sensitive to internet connection
What problems is the product solving and how is that benefiting you?
Our customer support team uses Talkdesk and we use the studio flow to set up a robust IVR
Talkdesk for a small to medium call centre
What do you like best about the product?
IVR Studio is very easy to use and business-friendly for basic functionality, platform is stable with very little down time. Has some great features that have the ability to do a lot but you need the right resources internally to make it happen. A specialist would get a lot out of the system.
What do you dislike about the product?
Reporting is very basic in terms of line by line data, need to be able to work with that data to get any insights. Some of the tools introduced are over complicated with little to no impact on businesses. Dialling system has limited visability on customer journey.
What problems is the product solving and how is that benefiting you?
Helps to bring what was previosuly a skilled IT person to make quick changes, its now a more business friendly tool more people have the ability to change.
Powerful, but sometimes a pain
What do you like best about the product?
Most of the management (call routing, reporting, admin settings) are all easy to use. Call Trees are powerful and useful.
What do you dislike about the product?
Their support is disappointing and frustrating since they dropped their dedicated account managers. There's always another feature or something being pushed and it always seems to be for an additional fee. Their mobile app has quality issues, and doesn't provide push notifications for simple things like new incoming SMS messages.
What problems is the product solving and how is that benefiting you?
We maintain over 100 phone numbers routing to internal and external users. Managing who can make and take calls from each number is daunting but possible through their tools. The support of omnichannel communication is useful too, even if it's still underdeveloped and often frustrating to use.
Talkdesk has always been flexible to assist us with our growing business needs.
What do you like best about the product?
Their suite of features that we can choose from .
What do you dislike about the product?
Their billing system has always been inconsistent.
What problems is the product solving and how is that benefiting you?
They allow us to set up an individual call flow for each specific client. We can do this with voice and chat.
Talkdesk Review
What do you like best about the product?
I do like the ability to use TD on my phone or my computer. I like having the assign VM feature and the transcription helps when it can.
What do you dislike about the product?
I miss when you were able to write the description in the disposition and you can see the calls your other team made to the same person to review notes. I hate the delay when assigning voicemails and how quick it shows up to other team members. The delay usually causes overlap or two people calling the same person.
Sometimes my status gets stuck as well.
Sometimes my status gets stuck as well.
What problems is the product solving and how is that benefiting you?
It allows our multiple previous phone lines to be converged to one phone number and I love that.
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