Talkdesk
TalkdeskExternal reviews
2,499 reviews
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Talkdesk: The most trusted, performant, and simple contact center
What do you like best about the product?
It's beneficial that I can contact my carrier directly through Talkdesk without having to redial or hang up. In addition, the service quality is outstanding. The customer service representatives are amiable and insistent on helping you solve your concerns. However, I recently learned that if there is any ambient noise where I am, my cell phone will not allow me to take forwarded calls from Talkdesk. So the Helpdesk team exchanged emails with me to find a solution. They even offered a Zoom conference call because they could not settle the issue via email. We were finally able to address this issue and resolve it quickly! Considering the uniqueness of my case, I appreciate all the great assistance I received from customer service in determining it."
What do you dislike about the product?
There are many things about Talkdesk that I would like to change. In terms of email, practically everything is an issue. The only upside compared to our old system is the ability to retrieve emails from a queue, decreasing the likelihood that multiple people will respond to the same email simultaneously. However, using search functions to look up old emails is impossible. The only way you can be sure your search will be successful is if you have a complete email address handy.
What problems is the product solving and how is that benefiting you?
They have a flowchart-like design instead of just a matrix, can save specific reports, so they don't always have to be rerun, and have customer service that is more responsive in solving technical issues.
Good product - support and CSMs are responsive
What do you like best about the product?
The integrations work as they should. Support is helpful and will not ignore your requests.
What do you dislike about the product?
Lack of customization in some of the Salesforce integrations. Ordering for example.
What problems is the product solving and how is that benefiting you?
Sales call activity
Great solution for small or large businesses.
What do you like best about the product?
TalkDesk was easy to set up, the onboarding was thorough and the platform was easy enough to learn that it is now intuitive to rebuild flows on the fly as needed.
What do you dislike about the product?
Some of the reporting features don't apply to us, and sometimes a backward search to find a conversation has been difficult, but for the most part - it's beat the pants off Bell.
What problems is the product solving and how is that benefiting you?
We moved our calls to remote workers when trying to reduce the number of physical people in the building at the height of the pandemic. Now we use it to keep those customer service people remote and efficiently transfer calls across our business and remote work locations.
Plus, the way call flows are built, it is easy to add messaging to inbound calls... like when a water main breaks and a store location becomes inaccessible.
Plus, the way call flows are built, it is easy to add messaging to inbound calls... like when a water main breaks and a store location becomes inaccessible.
simplicity and performance
What do you like best about the product?
what I prefer in Talkdesk is the no code - low code and the AppConnect
What do you dislike about the product?
I don't want to contact support for simple parameters: music on hold, ringing tone, waiting time when transferring from agent to agent
What problems is the product solving and how is that benefiting you?
simple management of telework and agents working at remote sites
CS from home is easier with TalkDesk
What do you like best about the product?
I enjoy the fact that we can route all calls through the talkdesk system and that it is a web-based system. (meaning remote working is a breeze when answering phones.)
What do you dislike about the product?
I'm not too fond of the fact if I see a call waiting, I have to wait for it to get routed to me. It would be nice if I could click on the call and "force answer" if possible.
Additionally, I dislike not having mobile access unless paying more for additional items I do not need for my team. Lastly, we have gone through multiple service reps assigned to our team for assistance.
Additionally, I dislike not having mobile access unless paying more for additional items I do not need for my team. Lastly, we have gone through multiple service reps assigned to our team for assistance.
What problems is the product solving and how is that benefiting you?
They solved the call routing system very well. We can now filter calls from students, technicians, contractors, and PD calls. And have a fantastic ability to pull very detailed reports! A previous issue we had with our last softphone company, pulling metric data was a nightmare. Now it is excellent!
Easy to Use (Salesforce Integration)
What do you like best about the product?
I cannot speak to all of the functionality, but as a Salesforce Admin that helps with the integration piece, it has been relatively straightforward and easy to figure out.
What do you dislike about the product?
Sometimes the documentation is lacking, and it can be challenging to find what you need, and self-serve.
What problems is the product solving and how is that benefiting you?
The ability to call directly from Salesforce, create notes through the callbar and relate directly to other records. It saves our agents time.
Talkdesk Review - Reliable
What do you like best about the product?
Its a very reliable platform for all business needs and good support as well
What do you dislike about the product?
There is nothing as such to not to like about
What problems is the product solving and how is that benefiting you?
Have a business of calling multiple clients and it provides a very interactive platform with detailed reports
Continued growth and development across all applications
What do you like best about the product?
Working with Talkdesk team members to continually grow the product is the best thing about Talkdesk. They truly listen to their customer's wants, needs, and questions. They will often schedule meetings with product teams, IT, or CSMs to have in-depth conversations.
What do you dislike about the product?
IT can often take time to provide detailed updates/resolutions to outstanding tickets. We are aware this is being worked on and are patiently awaiting for this aspect to be improved.
What problems is the product solving and how is that benefiting you?
Talkdesk has provided a great starting point with CX Analytics to allow us to begin utilizing auto-scoring. The continued development of this product will truly make their QM platform one to contend with.
Great Platform
What do you like best about the product?
Talkdesk is always updating and improving.
What do you dislike about the product?
I dislike the degradation of service, though the have become less frequent.
What problems is the product solving and how is that benefiting you?
None
"Calling made Easy"
What do you like best about the product?
All-in-one app with easy connectivity all across the globe. I enjoy using this app as my work structure includes calling offices in the US, UK, APAC, so it helps me get my things done efficiently.
What do you dislike about the product?
Sometimes because of the internet fluctuation, call disconnect, but it happens only occasionally I would request the TD team to look into these issues due to bad weather, internet connectivity is not good sometimes so they should come up with a resolution that will help everyone alot.
What problems is the product solving and how is that benefiting you?
We have our offices and customer based all accross the globe and TD is helping us to resolve that issue by giving access to connect with them from just 1 app and this helps us alot.
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