Talkdesk
TalkdeskExternal reviews
2,501 reviews
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Used to populate Cases when Customer call in
What do you like best about the product?
Its easy to use and debug. CTI is also easy to understand and easier to configure and add functionality.
What do you dislike about the product?
I disliked or things it could do better is the Integration part. Integation is hard to set up after refresh.
What problems is the product solving and how is that benefiting you?
Faster Case resolving for Support Team.
Talk Desk Reports
What do you like best about the product?
I love the ability to not only see agents online, but to be able to join in and listen to phone calls live has been a game changer !
What do you dislike about the product?
There is not much I dislike about Talk Desk, it has been great with reporting and managing my agents.
What problems is the product solving and how is that benefiting you?
I am able to see more real time data and provide 1:1 feedback to my agents.
Recommendations to others considering the product:
Take advantage of all the reporting and great benefits it offers
I work as a Salesforce Admin for the company Solar Optimum who has implemented Talkdesk.
What do you like best about the product?
The customer service and their integration partners who helped us set up the system.
What do you dislike about the product?
Would like more SIP phone support as our users have used SIP in the past and now it seems easier to use the headsets with Talkdesk.
What problems is the product solving and how is that benefiting you?
We are going to be measuring users' availability, and the main reason for use is to see how many calls are missed internally. Employee monitoring, essentially.
Recommendations to others considering the product:
They have a great implementation team that answers any and all questions, even if you are not in the tech space. Very accomodating with explanations and walkthroughs.
Talkdesk has a lot of data on specific metrics which promotes a flexible data analysis
What do you like best about the product?
The number of data metrics available in the custom reports are very helpful to dive deep and find helpful insights to improve both customer experience and agent performance. For example, on an agent level, we can track how many calls an agent did and what time it took them to make those calls. The number of connected vs not connected outbound calls is also an important metric to see if we are able to reach out to the majority of our customers or not. The real-time metrics dashboard that shows Service Level, Avg. Abandon time, Avg. Wait Time, Longest Wait Time, Count agents logged in, on away, online, offline, after call work is very helpful to manage the resource optimally in real-time. The talk desk status can also be used to track time spent on each task which is really helpful. The new Explore feature has very helpful stock reports and it also gives the ability to create custom reports on an interval, daily, weekly, monthly, yearly level.
What do you dislike about the product?
The custom reports cannot be duplicated to replicate the same report for other ring groups quickly. Talkdesk also takes a long time to load the large date range of data. The scheduled reports come to the email in a link. It would be better if the scheduled reports come as an attached file so the data can be extracted automatically using a simple script. Some of the important call metrics like ring-time are very difficult to find in the custom reports. The Explore feature can use a better UI and explanation of what reports can be built using each dataset type to guide the users.
What problems is the product solving and how is that benefiting you?
We are using the custom reports to get agent-level data to manage and improve their performance and surface insights like how fast we can reach out to the customer and solve their issues while maintaining world-class quality. We have benefited from the custom reports by reporting on the agent-level and team-level call performance. We are also keeping track of the time spent on each task using the Talkdesk statuses and reporting on the time spent on each task and analyzing how can we improve and better allocate the time between one task vs another. The talk desk call service is quick so we are able to reach out to customers faster. We are also trying to improve our quality and talkdesk is very helpful as all calls are recorded and can be reviewed for quality purposes live or at a later date.
Recommendations to others considering the product:
I would definitely recommend using Talkdesk for your call services because of its excellent call quality, uptime, and reporting features.
Seamless connectivity and Top Notch support
What do you like best about the product?
The easy-to-use interface and the ability to use it on a laptop/desktop and mobile both.
What do you dislike about the product?
There is nothing that I dislike, but yes there can be some improvements on the UI to make it more user-friendly.
What problems is the product solving and how is that benefiting you?
Making International calls over the internet has been the most significant benefit that helps me connect with our customers without any hassles anytime.
Recommendations to others considering the product:
I would recommend others use Talkdesk as it is easy to set up, easy to use, and easy to get support for any issues.
Team Lead - Service Delivery
What do you like best about the product?
Easy interface to view agents and real-time status
What do you dislike about the product?
Manual dashboard creation - slow loading times / lag for real-time monitoring
What problems is the product solving and how is that benefiting you?
Service level improvements overall
Talkdesk is a very convenient tool for work
What do you like best about the product?
The best things about talkdesk are the many beautiful options that it has to sort and categorize the people in your contact list and the ways you can easily manage the call.
What do you dislike about the product?
One of the few things I dislike about talkdesk is the difficulty of locating and transferring calls to someone you do not have on your contacts list. The wonderful contact list helps with this problem, but unless you add the names to the list, it can cause some difficulties.
What problems is the product solving and how is that benefiting you?
The best use of Talkdesk, in my opinion, is the use of the callbar application. Having to use physical phones causes issues with communication but the amazing callbar app lets me contact clients much more quickly.
Really easy to navigate.
What do you like best about the product?
How easy it is to understand and use. Leaving little room for error on the users part.
What do you dislike about the product?
It does mute you randomly and needs to be restarted.
What problems is the product solving and how is that benefiting you?
It helps keep us connected.
amazing product
What do you like best about the product?
Its intuitive and easy to use and hardly ever fails
What do you dislike about the product?
nothing really it all usually works very well
What problems is the product solving and how is that benefiting you?
getting to communicate clearly with all y customers
Recommendations to others considering the product:
Use it. It works with teams and everything. It is a great product
I've had little issues since I first started using it, love being able to warm transfer a call.
What do you like best about the product?
I like having the choice to warm transfer a call to someone then fill them in before I connect the customer to the person. The call bar that will stay on your screen at all times is a perfect way to keep you on top of calls when you have a busy day. Having the choice to change your status to receive calls from available to away is extremely helpful as well to ensure you can have a break without worrying you will miss a call.
What do you dislike about the product?
Sometimes there are connection issues, and the call will disconnect when you are receiving important information. If it a transferred call you cannot see who called you so you can call back. The person calling in gets frustrated and discouraged to call again and this really hurts the business. One major thing I wish I could change about this is the visibility on seeing who transferred a call when it is a blind transfer. This makes it hard to contact the person to ask for any additional knowledge about the situation. It is not talkdesks fault people sometimes blind transfer but it would be very helpful to have visibility on who did the transfer. Allowing us to see reports on how often people blind transfer so that we can address the people and make sure they are speaking to the receiver in person before they transfer so they do not get any calls out of the blue with a person saying "I was just on the phone with someone and they said they were going to transfer me." Then we have to ask the person to repeat everything they already spoke to someone about. It makes our calls less effecient and having visilibilty on a report that reflects who is doing blind transfers will allow us to address awakard situations like these.
What problems is the product solving and how is that benefiting you?
Having ring groups ensure I can transfer a call to the correct department and reviewing the number of people in the queue is extremely helpful. Filters for live phone calls are beneficial when monitoring call volume. I absoluetly find the option to change my status very helpful to our company because it allows other to know when you are available and that way you do not miss any important calls and can relax while you are having a short break without having to worry about missed calls.
Recommendations to others considering the product:
Always change your status to reflect when you are not available to ensure you do not miss any important calls. Make sure always to connect the inbound caller to the correct department to complete the transfer successfully; preferably, when you transfer, it should always be a warm transfer. Blind transfers are okay when you have spoken to the other recruiter in person about the call. If you do not, the inbound caller and the person you are transferring to will be confused and, they might both miss out on any additional insight you can provide. I would definitely ensure that people know not to blind transfer someone unless they know they are going to be receiving a transferred call.
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