Talkdesk
TalkdeskExternal reviews
2,501 reviews
from
and
External reviews are not included in the AWS star rating for the product.
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.
Amazing experience!
What do you like best about the product?
the UI and general simplicity, it was an enjoyable experience
What do you dislike about the product?
the cost is prohibitive and needs to be reduced
What problems is the product solving and how is that benefiting you?
that i can quickly engage with relevant stakeholders, this program also me to optimise my day
Recommendations to others considering the product:
be sure the benefits outweight the costs
Easy to use with SalesForce
What do you like best about the product?
Monitoring calls feature for training purposes.
What do you dislike about the product?
Reporting can be a little bit hard to use. Particularly exporting reports
What problems is the product solving and how is that benefiting you?
Keeping track of calls, statistics on which customers are calling.
Recommendations to others considering the product:
TalkDesk is great tool for monitoring call center calls, training and reporting.
Complete VoIP Solution
What do you like best about the product?
As an admin, when setting up TD, the process is very user-friendly. You can select which fields need to be synced to which object, along with many other custom automation.
What do you dislike about the product?
The connection of the call bar and SF may sometimes disconnect if you do not sign into the call bar and then TD. The quality of the calls and the reporting capabilities as a manager is lovely.
What problems is the product solving and how is that benefiting you?
I think the Support team is very important, especially in an age that's becoming more digital. We expect better support from our previous client, and so far, the Support team has been accommodating.
Recommendations to others considering the product:
Very clear VoIP and ease of installation, the support is fantastic as well. I would surely recommend TD to many peers.
Improved our workflow, but opportunities abound
What do you like best about the product?
The live dashboard and ease of logging calls.
What do you dislike about the product?
Reporting is complicated and implementation took too long.
What problems is the product solving and how is that benefiting you?
Data around calls, including notes and dispositions.
Ease of change management.
Introduction of quality assurance, so improving call quality and consistency.
Ease of change management.
Introduction of quality assurance, so improving call quality and consistency.
Recommendations to others considering the product:
Our implementation period took far longer than anticipated, so keep that in mind. The biggest hiccup was the integration with Salesforce per our low license type for Support agents in SFDC. I might also recommend investing in custom reports or building out dashboards of your own in a BI tool, like we are in Tableau. I do really like the product, and it's incredibly easy on my agents.
showing 551 - 560