Talkdesk
TalkdeskExternal reviews
2,499 reviews
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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.
Talkdesk for everyone!
What do you like best about the product?
I like how TD is very straightforward and easy to use. Most of the features are easy to understand. There's a built-in reporting for everyone to use.
What do you dislike about the product?
some of the limitations such as not being able to expand the message box, unable to customize some of the reports.
We can't multitask if we want to work with email and chat at the same time. Wish we can open different queue in TD in different tabs
We can't multitask if we want to work with email and chat at the same time. Wish we can open different queue in TD in different tabs
What problems is the product solving and how is that benefiting you?
emailing customers - TD is very helpful for us to easily see if there's a lot of back and forth emails with cxs. it's helping us to be more efficient.
Recommendations to others considering the product:
In case that they have specific requests to modify in TD specially to align with their business, I'd say don't hesitate to contact TD team as they're very flexible and can work on business' needs.
Unsurpassed service!
What do you like best about the product?
Training is easy. When I have a problem, it's resolved quickly and efficiently.
What do you dislike about the product?
There could be more training when a change rolls out or something is discontinued (legacy).
What problems is the product solving and how is that benefiting you?
Better face to face interactions with our patients when we created our Call Center, using Talkdesk. Hold times far reduced.
Recommendations to others considering the product:
Train well on the Studio and create a few for alternate issues like emergencies. This is the only challenging area.
Reliability, Features, and Ease of Administration
What do you like best about the product?
The near 100% uptime and ease of administration along with the easy to use interface for our contact center agents. Additionally the support provided to our team has always been top notch.
What do you dislike about the product?
Out of the box reporting for billing can be difficult to understand (though support is always happy to provide better information).
What problems is the product solving and how is that benefiting you?
We have a remote contact team spread across many locations with varying qualifications including contact types handled and langauges supported. Talkdesk has allowed us to maintain and improve upon this setup across various team sizes and contact needs. We had zero difficulties in transitioning our workforce to remote work based on impacts experienced during Covid.
Recommendations to others considering the product:
My experience with Talkdesk has been great within an agent count of <500 so I cannot comment beyond that as far as capabilities go, however within that limit, it has been our best call center platform to date. I would recommend you establish regular communication with your account rep and the support team as both can ensure that your implementation is as simple as possible.
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