Talkdesk
TalkdeskExternal reviews
2,501 reviews
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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.
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.
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