Talkdesk
TalkdeskExternal reviews
2,499 reviews
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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.
Talkdesk good review
What do you like best about the product?
The interface. It is super user-friendly. We can monitor each other's calls from all organizations. I love the feature where we can change the status remotely. So when one of our colleagues got disconnected or if an emergency comes in, we can change their status from whatever to offline. I like this feature. We can also see the available number of agents currently logged in to our splits, how many calls are answered, how many calls on queue, and how long the call was going for. I also like the feature where I can see the wait time for our calls. We can see how long they have been waiting in the queue so we will know what to expect when the call comes in. I know that this is a simple feature but it really helps us a lot.
What do you dislike about the product?
The font size. I can't seem to decrease it. The unwanted glitches like dropping calls, closing unexpectedly, dialling numbers, and the load time for the app. It sometimes loads for about 2-3 minutes while other tools are just loading for about 20 seconds. There's also no mobile app for the talk desk so it would be hard for us to manage it remotely.
What problems is the product solving and how is that benefiting you?
Our call queue. I can monitor how am I doing with my calls and how long I am in the call.
Recommendations to others considering the product:
The best app to cover the queue.
Good Product with a lot of room for improvement
What do you like best about the product?
Call Quality and ease of use for the standard user. Overall the system works well for a creative and forget-it system. If you are a large company that is constantly changing their phone system it is not the best.
What do you dislike about the product?
The Admin console and reporting (What you pay all the money for) is not that good. Every time they release a new feature 5 things break that previously worked just fine. We are running almost all legacy features at this point as the new features are not fully fleshed out and tested before release. Overall I like that most of the company is consists of developers, but there are major issues they need to review before rolling code.
What problems is the product solving and how is that benefiting you?
The benefit is in ease of use for the end user. it is a very small and simple application with no fluff. Unfortunately, Talkdesk causes more issues then is solves.
Recommendations to others considering the product:
Go in with proper expectations. The system is not magic, it works well and well once configured properly, but there is a lot of trial and error with that initial setup.
It works, but we have to always be aware or checking the phone coz it goes offline alone
What do you like best about the product?
I like the easy use and how it separates and informs you about the calls
What do you dislike about the product?
That the phone has to be always watch out coz it goes offline alone
What problems is the product solving and how is that benefiting you?
I like that my personal number is not displayed, and I'm also doing a lot of support with it
Great company
What do you like best about the product?
Good customer service, easy onboarding, easy to use
What do you dislike about the product?
Better customer surveys, ie right now only a text based customer score available
What problems is the product solving and how is that benefiting you?
Before we had 8x8 and we also had dropped calls and bad technical support. We've seen a marked improvement.
Recommendations to others considering the product:
Good customer servie.
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