Talkdesk
TalkdeskExternal reviews
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Talkdesk is easily one of the easiest to use and manage virtual phones in the market.
What do you like best about the product?
Data exporting is easily one of the easiest to setup
What do you dislike about the product?
Rare crashes of the desktop app in older hardware
What problems is the product solving and how is that benefiting you?
The need to run a small call center queue and manage employee's phone statuses
For TD!
What do you like best about the product?
The live dashboard, reports, and analytics
What do you dislike about the product?
I wouldn't say I like the integration of OMNI channels in one platform. Omnichannel lacks functionalities and reporting structure to be able to support a Chat and Email CS support channel. The reporting is lacking data and not aligned to our Service level measures.
What problems is the product solving and how is that benefiting you?
I'm not a participant in solving any issues
Recommendations to others considering the product:
They must check if their contact center is multi-channeled and that they're fully aware of the pricing
Talkdesk | Worth The Switch
What do you like best about the product?
Overall ease of use. Getting phone numbers is a breeze. The user setup was quick. The interface for calling is good. The administration side overall is good. The interface works and but has some quirks I have outlined in the dislikes. Talkdesk downtime seems never to occur. The audio quality is excellent, and the Telemarketing team has no complaints. They love it.
What do you dislike about the product?
The web interface needs tweaking. Moving between screens is a pain because it doesn't remember your filters. The IVR can be a bit clunky to implement. Creating ring groups is easy but not intuitive. There needs to work there since you can even see a list of the groups you have made. There needs to be a feature to copy and paste setups for phone numbers. We have lots of numbers, and I have to format the entire settings individually over and over.
What problems is the product solving and how is that benefiting you?
Virtualized our telemarketing and customer service teams with integration into our CRM has improved our reporting capabilities. Talkdesk solved the problem of who is calling what customer creating visibility into our interactions with our clients. Call records have helped strengthen our training and coaching, resulting in improved sales.
Recommendations to others considering the product:
Best for you to understand your current phone system before moving to any other provider. Talkdesk was of great help in getting us up and running, but know that you pay for that help (in our case, anyway). We could have avoided a bunch of fees that were not necessary in our case.
Talkdesk, A well balanced Phone Platform with a ton of convenient and useful use-ability features.
What do you like best about the product?
There are a lot of things I like about Talkdesk. How easy it is to transfer calls, the ability to utilize different statuses, and how easily those statuses translate to real-world work. It seems to be an incredibly vast phone platform with the ability to change a plethora of different things on an organizational level. I also really love how simple it is to call internationally. The platform is excellent and among the best, I've ever used.
What do you dislike about the product?
I would appreciate a bit more customization on an agent-by-agent basis. Maybe changing the ring tone, or the color of your Talk Desk Callbar. It's a great platform on an organizational level but on an individual level, it can sometimes feel a bit rigid. The ability to change my ringtone would be fantastic. As the one in place is nice but can be very repetitive on the phones day after day.
What problems is the product solving and how is that benefiting you?
Customer Support for the platform is the main pain point of the customers I talk to.
P.S. I haven't had one call drop on Talkdesk the way that it has so many other times before on other phone call platforms. It's streamlined and easy to use which makes problem-solving with customers that much easier.
P.S. I haven't had one call drop on Talkdesk the way that it has so many other times before on other phone call platforms. It's streamlined and easy to use which makes problem-solving with customers that much easier.
Recommendations to others considering the product:
Take the time in the beginning to learn the tips and tricks of the platform. There is just a bit of a learning curve but once you get your bearings it's an incredibly smooth platform to use.
Talkdesk For Work
What do you like best about the product?
I like all of the functions with Talkdesk for reporting and managing calls.
What do you dislike about the product?
Warm transfers drop a lot and we have issues with Talkdesk not functioning for some agents sometimes.
What problems is the product solving and how is that benefiting you?
We are managing our Members and keeping track of our agents throughout their shift while working from home.
Recommendations to others considering the product:
It works well overall.
Great Support and Service
What do you like best about the product?
TalkDesk made it possible for our workforce to transition to working from home during the COVID-19 pandemic efficiently. Support was always quick to assist with any questions or help resolve any issues identified during this time.
What do you dislike about the product?
Due to the overwhelming requirements of other businesses needs to work remotely, at times, service was a little slower than others. Their network appeared to also take some hits at times due to the unexpectedly high volume of users.
What problems is the product solving and how is that benefiting you?
The opportunities realized during this pandemic were overwhelming in all other aspects of the IT environment. Fortunately, with TalkDesk, the migration to working from home was nearly seamless.
Recommendations to others considering the product:
I would suggest expecting that the setup and configuration of a complex system take longer than possibly expected. A base or fresh setup can move quickly, but it a set up is more complex, additional time and resources may be required.
No-code automation, seamless Salesforce integration, and excellent technical support
What do you like best about the product?
My favorite thing about Talkdesk is its Studio feature, which enables non-coders to create robust, complex automated phone flows to handle incoming calls. Within Studio, my favorite feature is the ability to collect data from the inbound callers, store that data in variables, and then push those variables into Salesforce where we can access them using all of Salesforce's native automation tools -- Flow, Process Builder, Workflow Rules and Approval Processes -- plus we can use them in Salesforce Reports and Dashboards.
What do you dislike about the product?
While the integration with Salesforce is ultimately seamless and beautiful, the UI for configuring that integration is a bit clunky and hard to navigate. If, for example, you want to create an integration that inserts Tasks or Cases in Salesforce for each call, regardless of which team handles the call, you'll need to create a separate integration element for each team. It's frustrating to basically clone each element for each team when there should really be a way to create the integration elements using variables that can be customized for each team. That's a very frustrating downside, especially when it comes time to make an update for every team and you have to open multiples of each component in order to make the update for each team across the organization that uses Talkdesk.
We don't use Talkdesk's native reporting feature (Explore) very much, but my experience with it has been pretty negative. It's very unintuitive, hard to use, and generally unfriendly.
We don't use Talkdesk's native reporting feature (Explore) very much, but my experience with it has been pretty negative. It's very unintuitive, hard to use, and generally unfriendly.
What problems is the product solving and how is that benefiting you?
Talkdesk enables us to offer self-serve solutions to incoming callers so they can resolve their issues without engaging a live agent. This leads to happier customers, happier agents, and a stronger bottom line. We've also found Talkdesk technical support to be extremely knowledgeable and helpful, if a little slow at times.
Recommendations to others considering the product:
If you're using Salesforce, and you want to have call data inside your Salesforce CRM, Talkdesk seems to be the best way to get it there. Its Studio feature is easy for non-coders to use, and its integration with Salesforce, while clunky, totally gets the job done.
user friendly and a lot of integrations
What do you like best about the product?
that it integrates with Salesforce, Intercom, and Slack
What do you dislike about the product?
the Studio flow layout as it is hard to read the diagram
What problems is the product solving and how is that benefiting you?
being able to add more functionality to our IVRs via Studio Flow
Great tool with the help of professional
What do you like best about the product?
intuitive interface, pleasant ergonomy, responsiveness
interconnection of different tools
interconnection of different tools
What do you dislike about the product?
Some features missing, studio functions editing, backup of flows...
What problems is the product solving and how is that benefiting you?
customer support, use of standard and automatic processing
Recommendations to others considering the product:
From an administration point of view, Talkdesk misses a few minor features but is relatively easy to manage and provides powerful integration possibilities.
From the user point of, it is pleasant to use and relatively quick to master.
From the user point of, it is pleasant to use and relatively quick to master.
App does all it promises and customer service is top grade.
What do you like best about the product?
Customer service, easily the best. Have used several similar software yet this takes the helm. Also while allowing me to interact with the interface it makes sure all my call are made at the correct time. It syncs perfectly with salesforce and allows me to take calls with no interference. The calls that come in are of good quality much like the ones that go out and on top of all of that, I can tweak with the outbound ringtone, area codes that I dial out from and just make them all more efficient at maintaining a sense of local call when I call my customers. if that were not enough every single time I came in contact with a customer service rep I was promptly attended to, my issue was treated as a priority and everything was made very easy and simple. When the issue hasn't resolved the guys over at customer service made sure to double-check and worked as a team to make sure my issue was resolved. Overall one of the best dial-out services in the market and with not too many buttons or added features that sometimes complicate things. There are several things that could honestly be better about it but when it comes down to making sure the task is done it greatly syncs perfectly with salesforce and allows me to take calls with no interference. The calls that come in are of good quality much like the ones that go out and on top of all of that, I can tweak with the outbound ringtone, area codes that I dial out from and just make them all more efficient at maintaining a sense of local call when I call my customers. if that were not enough every single time I came in contact with a customer service rep I was promptly attended to, my issue was treated as a priority and everything was made very easy and simple. When the issue hasn't resolved the guys over at customer service made sure to double-check and worked as a team to make sure my issue was resolved. Overall one of the best dial-out services in the market and with not too many buttons or added features that sometimes complicate things. There are several things that could honestly be better about it but when it comes down to making sure the task is done it is greatly.
What do you dislike about the product?
For starters, it doesn't sync with my surround sound USB headset which honestly baffles me, I've tried time and time again to fix this issue and no matter what there is nothing to be done about it, secondly, a few more buttons here and there to personalize the interface would be nice. Nothing major to be honest overall great.
What problems is the product solving and how is that benefiting you?
Very accessible and quick to respond to any issue present as well as you can edit many different aspects of the call mechs with help of customer service. Like i said the customer service is overall amazing.
Recommendations to others considering the product:
A software you can't miss out on trying, it definitely serves its purpose and isn't too heavy on your computer's task which makes it all the more efficient for big teams or even just 1 man shows.
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