Talkdesk
TalkdeskExternal reviews
2,499 reviews
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It glitches often and sometimes it freezes.
What do you like best about the product?
it is not difficult to get around and is self explanatory
What do you dislike about the product?
you can't transfer while on hold, it frezes out as well
What problems is the product solving and how is that benefiting you?
When it freezes out i have to re start my whole system and then it works fine
Recommendations to others considering the product:
a good system to use
Good user experience, would like more defined filters though.
What do you like best about the product?
I use it for call listening and all in all it serves that purpose well.
What do you dislike about the product?
Not enough filter options when searching for calls. Would like to be able to filter by call duration specifically.
What problems is the product solving and how is that benefiting you?
I can listen to calls and find areas for coaching as a result.
Recommendations to others considering the product:
Seriously consider TalkDesk as it has served us very well to date.
Best Solution, best Team!
What do you like best about the product?
With Talkdesk you get a highly customizable solution for your customers on a professional level. The initial integration and onboarding will be handled by Talkdesk, which eases up the process and helps to understand the solution instantly. You can record your own messages for your customers, have great reports, and set up different roles and groups for your callers.
What do you dislike about the product?
I think the reporting based on the business hours setup could be improved, as it doesn't automatically respect them when creating reports.
What problems is the product solving and how is that benefiting you?
We needed a solution, that is able to have different groups e.g. for payment topics we have one team, so we can channel those calls and route them directly. This also helped us, to slowly onboard new team members and set a different skill level for them.
Recommendations to others considering the product:
A competitive price, with the most features! There are many solutions in the same price level, but not that advanced and enriched with features.
Talkdeak
What do you like best about the product?
I like the fact that I can call, transfer, monitor calls and sign in easily
What do you dislike about the product?
Sometimes it will not work for some agents and they need to clear the cache and history too often. But overall, it's a nice feature to have!
What problems is the product solving and how is that benefiting you?
I am able to help agents with the transfers easily and when they are having issues, it's a simple solution most of the time with getting the issues solved.
Recommendations to others considering the product:
It's a good product for calling services. I work in customer service and it works very well for the needs of the company that I work for.
Good user-friendly product for moderate-sized call center operations
What do you like best about the product?
The monitoring and metrics are very helpful and highly customizable from agent to agent.
What do you dislike about the product?
When I worked in larger departments (50+ agents online at once) I found that it started to get very buggy when answering calls. The scenarios I'm referring to would only happen if you have the ring group configured to ring to more than one agent at a time - multiple agents try to answer and milliseconds difference can cause some problems in terms of metrics and real-time operations (these issues do not affect customer experience directly, however).
What problems is the product solving and how is that benefiting you?
The voicemail feature has solved for hours-of-operation issues. The monitoring features have proven very useful in terms of agent accountability when moving to a primarily remote working environment,
Recommendations to others considering the product:
This is a flexible tool with good OOTB integrations. Highly recommend for small-to-medium sized call center operations with less than 50 agents in each ring group, or for any size organization that only wants calls to ring to one agent at a time.
Well Designed System for Small to Mid Size Organization
What do you like best about the product?
UI is outstanding, the capabilities that are available are solid, need to add more functionality to compete with larger competitors
What do you dislike about the product?
The reporting is sub par. Better exporting, auto run features and better data would be a plus.
What problems is the product solving and how is that benefiting you?
Omnichannel support, automated outbound communications. We have been able to communicate via SMS, need email.
Recommendations to others considering the product:
Create use cases for the Talk Desk team to demonstrate how the system works.
A clean and efficient product
What do you like best about the product?
The best aspect of TalkDesk is the simplicity and ease of using the product.
What do you dislike about the product?
One of the struggles with TalkDesk is the reporting functions in the explorer tab. The reports are often time consuming and difficult to pull.
What problems is the product solving and how is that benefiting you?
We are able to easily roll out this product to our company and easily train new reps quickly, as the product is very intuitive.
Efficient tool for phone and team management
What do you like best about the product?
The tool provides easy and efficient management of incoming and outbound calls. As it does not require prior hardware installation, it gives a great deal of remote capabilities. Our industry by default is based on remote work, this proved itself to be of the upmost value when teams have to work remotely due to the global pandamic.
What do you dislike about the product?
The reporting tool have an opportunity for improvement. Talkdesk have a great "By Default" routing options, and it can be more customized using their "Studio" function. Studio is a very strong tool, but for small companies I would recommend opting for the traditional routing as Studio needs some time and skill to be configured to your need. Talkdesk already help their customers to be trained on Studio, but still it require time to manage, it would be great if Talkdesk has a service of managing the routing configuration for Studio on behalf of their customers, may be as an extra service.
What problems is the product solving and how is that benefiting you?
As we are a team working from different countries, remote and in-office, we needed a tool that require minimum installation, and is not hardware dependent. Talkdesk provided that
Recommendations to others considering the product:
Very recommendable if you do not have a specific role of tool manager as it does not require extensive knowledge.
A good option for remote teams and teams working in different countries
Use the technical support as much as you can, they offer great service
Talkdesk has a good customer approach that allows direct channels and ensure that the customer relation evolves in the right direction
A good option for remote teams and teams working in different countries
Use the technical support as much as you can, they offer great service
Talkdesk has a good customer approach that allows direct channels and ensure that the customer relation evolves in the right direction
Talkdesk Customer Review
What do you like best about the product?
Talkdesk is by far the easiest way to call people using a computer. All you need is a computer and internet connection, and you can then call from anywhere!
What do you dislike about the product?
There are minor bugs. For example, sometimes after I log a call and minimize Talkdesk, it reopens without me clicking on it.
What problems is the product solving and how is that benefiting you?
Talkdesk allows me to assist customers with products. It allows me to easily make quality phone calls.
Recommendations to others considering the product:
I would recommend using Talkdesk.
Talkdesk Review
What do you like best about the product?
I enjoy how easy it is to use, login and use the functions when receiving a call. I like that the app can be moved to any part of the screen so I can optimize my screen space according to my work of the day. Also, I really like the fact that all of ours calls are recorded. I can go back and listen to verify what was actually said to a customer and logged into the ticket.
What do you dislike about the product?
I think what can be considered it's when the application asks to perform updates, this hinders one when using the function for having the update message stuck to the app.
What problems is the product solving and how is that benefiting you?
I find the dashboard an advantage for me to use, so I can always check the information myself instead having to ask someone to do it. I really experience daily the reporting session on dashboard where I follow my metrics and make my decisions.
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