Talkdesk
TalkdeskExternal reviews
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Implementation is fast and the solution is very reliable.
What do you like best about the product?
Almost like zero downtime on Talkdesk which means the least maintenance efforts to the management. Agents can start to take incoming calls quickly on almost any computer with the internet. It's a breathe to transition all of our employees to work from home.
What do you dislike about the product?
Agents need to restart Callbar once or twice a day to ensure it's functioning properly including the connection to the Salesforce. Existing features may only cover 80% of the most commonly needed requirements. Studio Flow is complicated and can take quite some time to learn how to use it. Dashboard has limited configurations you can change.
What problems is the product solving and how is that benefiting you?
To remove the maintenance efforts spent on the contact centre phone system and I don't think I ever need to worry about the troubleshooting of the phone system anymore. In the past, I need to check if it's our Shaw internet, router, switch, phone server, cables between server and individual desktop phone, headset amplifier, headset and cable etc. what a nightmare.
Recommendations to others considering the product:
Overall I am satisfied with Talkdesk. The solution is very reliable with the perfect uptime. There are some requirements you will have to find a workaround with Talkdesk Support. Sometimes the UI doesn't let you change certain things, but in reality, they can modify it from the backend to achieve your requirements. Studio Flow is the thing that costs me the most time to learn, configure, and test, be aware there's a little bit steep learning curve.
Easy to understand.
What do you like best about the product?
Can do email's and chats with our changing your logins
What do you dislike about the product?
The Chat Box is smaill. Do not have the feature to change the theam.
What problems is the product solving and how is that benefiting you?
Can change queue from chat to email with just one password to enter.
Recommendations to others considering the product:
Friendly user.
Overall experience is good, I think it can be improved further
What do you like best about the product?
The dashboards are really helpful. I also like the call recording listening. I also like that I can listen to live call interactions, very helpful especially now that we are working from home.
What do you dislike about the product?
I think it is a bit tedious to extract specific details. I need to pull out reports individually and it takes time.
What problems is the product solving and how is that benefiting you?
Agent performance, reviewing customer interactions. I can coach agents right after the interaction.
Recommendations to others considering the product:
Master the navigation and tools that can be utilized before, during, and after interactions. Prepare a plan or workflow to fill up or follow ahead of time to be more efficient in analysis.
This is a user-friendly tool and provides all the essential data that we need on a daily basis.
What do you like best about the product?
It has an OMNIchannel feature which makes it efficient for the user to log into different channels in just one click. Call recordings are ready in a few seconds after the call, and live call monitoring is also an option that we can use. Data gathering for Calls is pretty much complete and easy to navigate. Email queue is also easy to monitor. We have the option to answer email/chat/call at the same time.
What do you dislike about the product?
We are still having trouble with Talkdesk Chat since we just recently used it. Multiple chat disconnections are not user errors that affect our customer's experience and business revenue. Data generation for Email and Chat is also a little tedious and requires manual work.
What problems is the product solving and how is that benefiting you?
Opportunities/misses of agents from previous or live interactions can be reviewed in real-time. We can also generate data that we need daily that helps us with analysis and improve our business performance.
Recommendations to others considering the product:
If you are looking for a multitask and efficient tool to use in your business, Talkdesk would be a great option. It is easy to use and does not require a lot of logins to see different channels.
Happy with Talkdesk Features, SFDC integration, Reports and Dashboards
What do you like best about the product?
Talkdesk is integrated into Salesforce which enables our organization to track all inbound activity in one platform. The Reports and Dashboards are outstanding
What do you dislike about the product?
Customer Service needs improvement. I used to have a dedicated rep who was accessible, knowledgeable and extremely helpful. Now it is hard to reach someone who can help me.
What problems is the product solving and how is that benefiting you?
We needed a flexible Inbound and outbound call solution and tools to help us manage an international BPO workforce. Talkdesk has enabled us to keep on top of all call queues and agents in "real time"
Easy to use to tool for Voice Support
What do you like best about the product?
Integration with CRM tools like Salesforce which takes care of flowing call details as part of the support case
What do you dislike about the product?
There could be more customizations for the call greetings and reporting
What problems is the product solving and how is that benefiting you?
TalkDesk is very useful for our support model where we have three types of support - Standard, Gold, and Dedicated support with different coverage hours.
Super Easy to Use!
What do you like best about the product?
I love the fact that is extremely easy to use, is intuitive, reports are easy to pull, queue monitoring is easier because Talkdesk gives you a pie chart where you can see the agent activities and the queues.
What do you dislike about the product?
Talkdesk will only be reliable when using Zendesk as a CRM. We recently changed to Kustomer and we had a lot of issues with TalkDesk, maybe the developers can work on better integration with Kustomer.
What problems is the product solving and how is that benefiting you?
Reports are easy to pull, you can filter by queues, agents, specific time, or day. Talkdesk helps you get better reporting.
Recommendations to others considering the product:
If you want good reporting and don't want to spend time building your own reports, go directly to Talkdesk, you can find all reports there, and are easy to download as an XLSX file.
Talkdesk - From an IT Support Engineer's perspective
What do you like best about the product?
Almost completely hands-off after the user's profile is configured
What do you dislike about the product?
There are sometimes delays in working with their Tech Support as they are in different geographic areas and time zones
What problems is the product solving and how is that benefiting you?
Remote management of agents globally is virtually seamless
Extremely user friendly, 8 because few AI like giving keywords signals of the call can be introduced
What do you like best about the product?
The UX UI is quite simple and easy to understand for a layman
What do you dislike about the product?
Works a little slow considering the size of the data
What problems is the product solving and how is that benefiting you?
Calls report, I get to track no of calls taken, length of the call all on one platform
Recommendations to others considering the product:
You must try this app, very user friendly.. You sure will not need a user manual to operate this application..
Pretty good so far! I have been pleased with the switch over from our previous solution.
What do you like best about the product?
The ease of changing the IVR and making changes. Worlds of differences between our old solution and Talkdesk. Talkdesk is so easy and intuitive to use vs what we were using. It is so intuative to use and the knoweldge base is very good too. Even for things I didnt recall from the training I could figure out on my own from the documentation. The ability to have SMS support along with phone is also great.
What do you dislike about the product?
A couple of the stats are different than we would have expected them to be based on the names for them. It just took a little bit more time to understand how Talkdesk defines them. While the knoweldgebase is very helpful there are a couple out of date parts but you could pretty wasily see a more relevant thing tha twas from now so that is a minor quibble. The inability for the system to have an alert tha tis botible on the callbar if you are using omni cahnnel is somethign we hope gets addressed soon as it is easy for an agent who is doing both phone and SMS to miss the SMS without the the alert on the call bar. It is possible to have the agents jsut keep checking the SMS area but it is a minor inconvience.
What problems is the product solving and how is that benefiting you?
We are solving the problem of always having to wait for our previous solution to do the work for us. Even relatively simple things would take far too long. WIth Talkdesk we can get it done quickly. Solving that issue alone has been so helpful ad really is worth it in and of itself. Having agency over your own set up is amazing. The different way that talkdesk think about some of the stats we use has opened our eyes to the possability of looking at it through a different lens.
Recommendations to others considering the product:
For anyone who is stuck using a solution that takes forever to allow you to change your own things ( IVR, call flows etc) this is a no-brainer and a game changer. If your solution is already agile and easy to use, this is still worth a look to see if they can give you better service.
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