Talkdesk
TalkdeskExternal reviews
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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.
I use TalkDesk professionally in a call center. I have been using this product for approx. 1.5 years
What do you like best about the product?
Calls are very clear and multiple options that cater to the user.
What do you dislike about the product?
Had many disconnects about six months ago after an update. Issue was resolved.
What problems is the product solving and how is that benefiting you?
Helps us connect with out customers and track metrics needed to run our call center.
Recommendations to others considering the product:
This is feature rich software that is predicated on consistency and reliability. Recommended by our call center.
A good platform for contact centers which includes tools for analytics as well as tasks management
What do you like best about the product?
The desktop app is independent of the web browser and displayed on top of most windows.
What do you dislike about the product?
The live dashboard is too heavy to use and fetching reports lag most of the time and results in a crash.
What problems is the product solving and how is that benefiting you?
Good UX for real-time monitoring and analytics. Much more efficient to maintain productivity among agents.
Recommendations to others considering the product:
An efficient tool for contact centres to use.
A great tool for making great calls
What do you like best about the product?
The best part of the tool is the ability to make worldwide calls from our computer.
What do you dislike about the product?
I do not have any concerns about Talkdesk.
What problems is the product solving and how is that benefiting you?
Talkdesk has been very helpful to connect with people around the world and make high quality calls.
Flexible Call-center Tool With Lots of Connectivity Options
What do you like best about the product?
We love the customization in the studio, and the Zendesk integration is great! The reporting features are also helpful for our managers.
What do you dislike about the product?
Limited SMS support, the Callbar app can be a little finicky for our agents. It would also be helpful to have a Salesforce integration that could work in the interface instead of needing the external callbar app to be running to call contacts.
What problems is the product solving and how is that benefiting you?
We're using Talkdesk to provide live phone support to some of our customers. We've really benefited from the Zendesk integration, which has allowed our agents working in Zendesk to field calls from Zendesk and log the results as Zendesk tickets, helping us keep our support reporting in one place and minimize context switching.
Recommendations to others considering the product:
Talkdesk is a great solution for call center/phone support, especially if you're looking to be able to integrate with other platforms such as Salesforce or Zendesk and don't want to leverage development resources. We especially like the 'studio' feature, which has allowed us to customize our workflows without needing much technical expertise on our team.
New Talkdesk Implementation
What do you like best about the product?
Custom Reporting is a must. The best way to combine your analytics and gain key insights into the performance of your agents
What do you dislike about the product?
I'd like to see the search parameters expanded for reference material. Can be tricky to navigate and find what you're seeking.
What problems is the product solving and how is that benefiting you?
Prioritization of calls. We can decide which calls are answered first, in a much easier fashion
Recommendations to others considering the product:
Consider customized reports, ask lots of questions during implementation
Complete SaaS telephony solutions with great staff.
What do you like best about the product?
The staff is very helpful, that's very important. Every feature we've needed so far is available.
What do you dislike about the product?
Depending on your company, you should evaluate if SaaS is the right thing for you and check the pricing.
What problems is the product solving and how is that benefiting you?
We use it to handle incoming calls from our clients. We needed a SaaS because our team is worldwide and needs to adapt to different scenarios dynamically.
Love it but few more options will make it a wonderful monitoring tool.
What do you like best about the product?
According to me, I like the reporting and admin module in Talkdesk. The Explore option has been improved and even the new dashboards under live are wonderful.
What do you dislike about the product?
I feel the bug fix or releases can be more frequent which I feel is missing. And also the Support should verify the common issues that is being posted on the Zendesk forums and try to work on those to clear them out.
What problems is the product solving and how is that benefiting you?
I keenly follow the Average Wait Time, Avg Hold Time, Missed Call %, Abandon Call %, Total no of calls, etc are the ones that I follow on a day-to-day basis.
Better experience with call routing over time, but reporting feature could be better
What do you like best about the product?
Talkdesk is easy to navigate, and the UI design is pretty user-friendly. The admin setting is easy to manage and make changes. The improved call routing function offers good flexibility for our team to set up the call receiving tiers and strategy.
What do you dislike about the product?
Although the reporting aspect has been improving throughout the years, but the easiness to generate reports, display of reports, default metrics, processing time still have large room for improvement. Some reports take too long to complete, and the reports are not categorized very well which is sometimes hard to find what you need.
What problems is the product solving and how is that benefiting you?
We use Talkdesk in our team to communicate with our customers on a daily basis for years. Some of the benefits are:
1. easy to manage different team cross time zones;
2. Talkdesk call bar is easier to use than the webpage, and improves the acceptance rate and speed
3. Easy connection with Zendesk so we have data from all communication channels in one place.
1. easy to manage different team cross time zones;
2. Talkdesk call bar is easier to use than the webpage, and improves the acceptance rate and speed
3. Easy connection with Zendesk so we have data from all communication channels in one place.
Reliable, Flexible Call Automation Solution
What do you like best about the product?
It's fairly easy to implement, integrates very well with Salesforce.com, easy to make changes and modifications.
What do you dislike about the product?
Inabilty to live monitor smoothly; flexible to customize for multiple groups.
What problems is the product solving and how is that benefiting you?
Recording sales activities, give feedback on calls, enable work from home easily and boost productivity.
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