Talkdesk
TalkdeskExternal reviews
2,501 reviews
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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!
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.
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