Talkdesk
TalkdeskExternal reviews
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Gave it an 8. As a daily user of TD, it would be easier for us if we can view all in 1 page.
What do you like best about the product?
Real-time update on the stats. Since we are so dependent on numbers, having it update real time helps us on what will be our next move.
What do you dislike about the product?
Having to check different LOBs from 1 screen to another. We move from 1 screen/window to another if we want to look at voice stats/email or chat. Would be better if we cab view everything in 1 screen
What problems is the product solving and how is that benefiting you?
Business wise, TD has helped us with real time analysis especially with us team managers. It gives us a better understanding on what was going on and what approach we can do to help ease the issue
Great platform!
What do you like best about the product?
TalkDesk makes it easy to interact with my customers.
What do you dislike about the product?
Nothing. The TalkDesk interface and Callbar have been integral parts of our Customer Experience and Sales teams.
What problems is the product solving and how is that benefiting you?
TalkDesk has helped us get in contact with our customers quickly and smoothly.
Recommendations to others considering the product:
If you are looking for a user-friendly, smooth platform for your Contact Center employees, consider TalkDesk. It's UI is easy to navigate and understand, and it's a great way to interact with your customers.
How wonderful life is when you have Talkdesk!
What do you like best about the product?
Being able to create my own charts and manage them efficiently together with our workforce team. Our managers are also able to monitor their agent's performance and adherence. We can even pull call recordings for our call review and error validation. We can also check our top call drivers to see what our top 5 inquiries are.
What do you dislike about the product?
Limitation on reporting and wish more availability in the simple package. Imagine being able to have the quality package in the basic requirement would be a big help to our quality team in managing our audits. Would like to have a real-time screen capture to see how our agents are doing while taking in calls, chats, and emails. In this way we are able to capture their behavior and challenges in system navigation and what is taking them out of focus and be able to coach them.
What problems is the product solving and how is that benefiting you?
managing work level balance and quick monitoring even via mobile phone when I'm out of the office is my favorite. You can monitor the service levels of all channels by the touch of a button and see where your team is already at for the day. Being able to control your entire team in and see details as to where they are at to ensure all levels are being serviced timely.
Recommendations to others considering the product:
buy the premium package so you can have it all. The best of the best.
Talkdesk is a great solution for a technical support organization
What do you like best about the product?
The call bar is great, easy to use, and easy on the eyes. Metrics and reporting are simple. Its also very easy to get up and running, as everything appears to be fully customizable.
What do you dislike about the product?
Not much to dislike. May not be as feasible an option for larger orgs with large teams, as it could get pricey.
What problems is the product solving and how is that benefiting you?
We were previously using RingCentral, which essentially would route a call to everyone, ringing everyone at the same time. Talkdesk allowed us to set up a rotation where it would ring the person who had been available the longest, then if they didn't answer it would go down the line and ring other avaiable agents. We also use Zendesk as a ticketing solution, and the integration between the two works great and is something we utilize many times a day.
Simple product with powerful integrations
What do you like best about the product?
I like how easy it was to initially set up even with the integrations to CRMs
What do you dislike about the product?
Salesforce integration is great! but it is not perfect, could use a bit more functionality in what can be filled out on new case creation using the integration
What problems is the product solving and how is that benefiting you?
We have a small operations footprint and using Talkdesk we were able to deploy easily without having to hire additional staff. The integration with Salesforce saves us hundreds of hours a month because of how well it creates cases for us with the right information.
Recommendations to others considering the product:
Make sure that the integrations with other tools will work for your use case
Talkdesk - Excellent Technical Support & Enhanced Our Customer Experience
What do you like best about the product?
This approach is very simple, for both managers and agents and requires no special training or devices and no software. It is a modern solution for a contact centre. It is a service which at least does not include maintenance of software upgrades, os updates, etc. It is hosted by AWS, so it is infrastructureally secure. For a number of months, we've been using it, with no platform problems so far. It's very convenient to transfer calls to colleagues or external telephone numbers. You are prepared to answer all the calls as long as you have a decent pair of headphones. Their service is superb, reactive, and friendly; they have regular and constant updates. The IVR studio of Talkdesk has become an oeuvre.
What do you dislike about the product?
After all these years of use, there is only one problem I have with Talkdesk. You will immediately open a voice name that has been left by a customer, and you have a Talkdesk bookmark or enter an online address on the browser. You will also be assisted by a speech desk. It's difficult to name them, so everybody else has an impact on the whole chat room if there's a big issue. You can send a ticket, but you can prolong the answer time.
What problems is the product solving and how is that benefiting you?
We were able to meet promptly with our participants. The settings for the phone tree make it easier for you to change and adapt voicemail choices. Your advocacy for customers is also at the forefront. Sales and support staff use Talkdesk to address all customer requests. Integrate these methods with CRM to monitor any insight into market vapors. It's quick to integrate Talkdesk with other instruments. Talkdesk has simplified our systems and helps us to function rather than patch our calling system. The UI is very simple to use and pleasant.
Recommendations to others considering the product:
You cannot fail to try a program that certainly serves its function and doesn't work too heavily on your machine, which makes it even more effective for large teams or even shows only one guy. I say that it takes longer than expected to set up and configure a complicated device. A basic or fresh configuration can move fast, but it is more complicated and requires additional time and energy. What was useful to us was to meet other organizations who are using Talkdesk now to see if they are using it. They told us about more resources available to Talkdesk.
Simple but effective call centre system
What do you like best about the product?
The best feature of Talkdesk is Studio, a visual editor that allows end users to administer their own IVR systems with complex logic and all the bells and whistles. A great improvement from vendor-managed systems that took forever to request a change! The callbar plug-in for Google Chrome is also a sleek floating control panel that the agents like.
What do you dislike about the product?
The SMS and voicemail integrations are not fully integrated from an agent workflow. The ability to customize notifications to draw the agent's attention are very limited. Hearing a sound for every single SMS response (or receiving an email for every response) while on a call is not a good experience for the frontline. Would love to see some sort of dynamic pop up or other visual notification. Currently agents must switch between all three tabs to see what work is arriving - it's crying out for a unified agent dashboard.
What problems is the product solving and how is that benefiting you?
Reducing costs and delays associated with a vendor-managed call centre application - we can make our own changes on the fly, for a fraction of the cost we were paying!
Recommendations to others considering the product:
Talkdesk is a great system, offering very powerful IVR capabilities and the platform is growing rapidly, adding some enormously cool features like bio-metric identification and natural language processing AI, all of which we are eager to adopt.
You do not know what your missing until it's gone or replaced!
What do you like best about the product?
I loved Talkdesk for its simplicity. The platform is easy to navigate, the features are easy to access, and the sound clarity was exceptional. When a call came in, it allowed you to access the customer name, phone number ect so that you could continue to your customer database. Copy and paste; can it get any simpler than that? Voicemails were at your fingertips, analytics, and live reporting. Transfers, callbacks, hold functions made it easy to make every call an exceptional call. I truly liked using Talkdesk and hope that my employer will recognize the value when data from the replaced program starts coming in. The reports will tell!
What do you dislike about the product?
The only issue I ever had with Talkdesk was that you had to refresh your screen for the live reporting. When calls come in quickly, and a refresh is not made, it looks as if customers are not in query; however, there are. When you refresh the screen, it pulls up the real-time data.
What problems is the product solving and how is that benefiting you?
Refreshing my screen was my main go too! It usually took care of any issue.
Recommendations to others considering the product:
I genuinely hope we switch back to using Talkdesk!
Almost Perfect!
What do you like best about the product?
Talkdesk is better than most in their integration with Salesforce. The ability to assign calls to contact AND a relating case makes it easier to find calls within the case. Their section on Salesforce that displays calls, numbers, with the dates and their notes taken is pretty neat. We've previously used a different software that wasn't as easy to use, did not categorize calls or attach them to cases directly.
The Talkdesk dashboard is highly efficient. Firstly, I can tailor the dashboard to my needs, which is really handy to monitor my team better as it is personalised. I'm able to choose to view my team, their status and how long they've been in that status.
Voicemails left by clients will automatically create a case, this was so handy during lockdown is lower service levels as I was able to deal with their queries without being on the phone.
Lastly, what makes this perfect for customer service is changing the status of my team from available to meeting etc. This allows me to monitor and ensure they take calls.
The Talkdesk dashboard is highly efficient. Firstly, I can tailor the dashboard to my needs, which is really handy to monitor my team better as it is personalised. I'm able to choose to view my team, their status and how long they've been in that status.
Voicemails left by clients will automatically create a case, this was so handy during lockdown is lower service levels as I was able to deal with their queries without being on the phone.
Lastly, what makes this perfect for customer service is changing the status of my team from available to meeting etc. This allows me to monitor and ensure they take calls.
What do you dislike about the product?
There is only one issue that I have with Talkdesk after all these years of using it. If you open a voicemail left by a client, and you have a bookmark of Talkdesk or you type the online address on your browser, the voicemail will automatically open. I ensured that the link was not the voicemail, but whenever I wanted to access Talkdesk, I would have to click on the bookmark twice or refresh the page twice to be directed to where I initially requested. It's honestly very annoying and the only problem I have with Talkdesk.
It's the same voicemail every time! I don't know if it's something I have done wrong but no matter from where I access it, google, bookmark or type the Talkdesk directly to my browser it will just open.
Please fix this and you will definitely get a 9 from me.
It's the same voicemail every time! I don't know if it's something I have done wrong but no matter from where I access it, google, bookmark or type the Talkdesk directly to my browser it will just open.
Please fix this and you will definitely get a 9 from me.
What problems is the product solving and how is that benefiting you?
The main problems we've resolved ever since we've transitioned from our previous service are:
- Costs: We've saved so much money with a separate SMS service that cost thousands to maintain. With Talkdesk, SMS can be sent directly from Salesforce. Moreover, this can connect to the salesforce case used directly.
- Concise communication: All of the services provided by Talkdesk are integrated with Salesforce, calls, texts and voicemails. This keeps all communication in one place, different teams are able to access it without having to leave the website and spend time searching through different apps.
- Costs: We've saved so much money with a separate SMS service that cost thousands to maintain. With Talkdesk, SMS can be sent directly from Salesforce. Moreover, this can connect to the salesforce case used directly.
- Concise communication: All of the services provided by Talkdesk are integrated with Salesforce, calls, texts and voicemails. This keeps all communication in one place, different teams are able to access it without having to leave the website and spend time searching through different apps.
Easy to use for agents and easy to manage for an admin
What do you like best about the product?
Ease of use for our end users and pretty much overall seamless integration with Salesforce. Recordings stored in Salesforce, and others can easily access them. There is robust reporting, we do not need to use many of the reports, but it never hurts to have other ways to evaluate the data. Call routing features are also great!
What do you dislike about the product?
Call audio isn't always perfect; sometimes calls are dropped (there is a better connection via use of an ethernet cable), and occasionally our users complain that they have to restart TalkDesk because the loading is slow or they get 'locked out'. Also, contacts are created in Salesforce as a phone number (name) when a number isn't matched to an existing record.
What problems is the product solving and how is that benefiting you?
Call routing + call recordings
We can monitor agent productivity and share recordings if further investigation is needed. It has also been a great software to have while more agents are working from home.
We can monitor agent productivity and share recordings if further investigation is needed. It has also been a great software to have while more agents are working from home.
Recommendations to others considering the product:
As an admin, this product is much better than their competition!
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