Talkdesk
TalkdeskExternal reviews
2,501 reviews
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Amazing support
What do you like best about the product?
The customer service. There are always available to answer any query and if there is an issue they will notify you with the right information.
What do you dislike about the product?
I used to use Cisco on my previous company and I think the Call bar could be much more sophisticated with different features.
What problems is the product solving and how is that benefiting you?
The studio is very clear, as we can change the settings at any time specially during Covid when the number of calls increased so much that we had to stop picking up all the calls and assist the customers in a different way
TD is really helpful and going great job
What do you like best about the product?
Everything connects between all stakeholders customers
What do you dislike about the product?
nothing there is nothing that i dislike about talkdesk
What problems is the product solving and how is that benefiting you?
I am having a good experience with talkdesk
Recommendations to others considering the product:
Nothing to say. just amazing
Talkdesk is a great tool for Performance Management
What do you like best about the product?
I like how easy it is to recall an agents work as well as easily spot productivity issues through their easy-to-use graphing system.
What do you dislike about the product?
Reporting is going through a huge transition right now, and there's a massive learning curve with the new process compared to the old without many training modules available to help Guide to the new process.
What problems is the product solving and how is that benefiting you?
talkdesk is perfect for putting accountability on team members and performance management as productivity is very easy to track as long as your team has expectations for what status to use and for when is a very clear picture of productivity.
Great Impact on business.
What do you like best about the product?
Reporting tab is the best, where I can easily track all the resources to make sure no work avoidance is happening.
What do you dislike about the product?
Nothing. Talkesk is fulfilling the business requirements.
What problems is the product solving and how is that benefiting you?
The benefit is I can easily check the live data where we are in terms the KPIs and follow up with team members accordinlgy.
Recommendations to others considering the product:
I would recommend taldesk to other Call centre businesses as it is really use.
Talk desk is perfect for the workplace.
What do you like best about the product?
The ability to share conversations with more than one person at a time. Also being able to save the thread link and send to other teams for them to see the conversation. You're able to communicate with different departments in real time.
What do you dislike about the product?
So far, I like all the features. Everything is easy to use.
What problems is the product solving and how is that benefiting you?
I am able to get information from different department in different cities throughout the US. This is the best benefit to have when working for a big company.
Talkdesk provides complete visibility for your Team!
What do you like best about the product?
Talkdesk is very easy to set up and use. Default reports allows for visibility into teams performance and also provides a unique feature for monitoring calls and coaching.
What do you dislike about the product?
The Call log is not the best, but the phone application makes up for what the web access lacks.
What problems is the product solving and how is that benefiting you?
My Team is able to make and receive calls while logged into their work computer or while working from their personal cellular device with no issues.
Recommendations to others considering the product:
Keep innovating and providing quality service
The system is very easy to use and functions very well
What do you like best about the product?
I like how you can access everyone's calls, from a business perspective this is great for call listening
What do you dislike about the product?
We have been experiencing a couple of technical issues recently when the system is down, but this is very rare!
What problems is the product solving and how is that benefiting you?
Having Textline attached to Talkdesk it's a great communication platform
Talkdesk is the best voice communication tool I've used in a long time.
What do you like best about the product?
Talkdesk makes it easy to route incoming calls to the proper agents and monitor voicemails. Especially helpful are the phone recordings and the ability to add notes to the phone calls as easy reference for the next agent. Seeing the call history on one page and listening to past calls gives the agent an account of the customers issues so they are ready to help.
What do you dislike about the product?
If the quality of the internet is not optimal, the phone quality and recordings may not be ideal. I find it difficult to find the notes that my coworkers have made on previous calls when talking to a client - it would be ideal if the notes were accessible while I was on the call. Talkdesk does not refresh on it's own - I must manually refresh to see if I have received new calls.
What problems is the product solving and how is that benefiting you?
We are able to listen to past calls and review weak points with our agents to make them better customer care specialists. The ability to view call history and listen to previous calls helps to give the customer a better experience because they do not need to tell their story to another agent, I am able to pick up where the last agent left off.
Recommendations to others considering the product:
Talkdesk is great for any business who have more than one agent answering the phone that might need a central place to leave notes and messages for the next agent. This allows for a more cohesive experience for the customer as agents can be briefed by the messages and previous calls as to the concerns of the customer. Talkdesk is also accessed on the web and therefore requires no wires or landline equipment.
Talkdesk Usage
What do you like best about the product?
Very easy to use, data collection is accurate and user friendly
What do you dislike about the product?
It lags sometimes and the live reporting sometimes is inaccurate
What problems is the product solving and how is that benefiting you?
Used for business partners communication
Great product and support
What do you like best about the product?
Talkdesk is an easy to use and intuitive platform. I have worked in many contact centers and the UX of this system is by far the best I have encountered. With previous plat forms I have had to dig into 5-10 different screens before getting to the Data I wanted. With Talkdesk whichever answer I need is never more that a few clicks away.
The live reporting is helpful because you can really easily see which agents are live, on calls, ready to take calls, on breaks, etc. You can also see if calls are in queue and then go in and live monitor current calls.
The live reporting is helpful because you can really easily see which agents are live, on calls, ready to take calls, on breaks, etc. You can also see if calls are in queue and then go in and live monitor current calls.
What do you dislike about the product?
If I had to pick it would be that it goes down sometimes, but that happens with any platform. Sometimes the reports can be hard to dial down what you want to display. There are almost too many options for filters to apply. Also, Studio can be a bit confusing at first, but after practice you get the hang of it.
The support you receive form talkdesk can be slo as well. If there is a major problem that is affecting all of talkdesk it is hard to call into them because everyone else is calling in. You can submit a ticket, but the response time on those can be delayed.
The support you receive form talkdesk can be slo as well. If there is a major problem that is affecting all of talkdesk it is hard to call into them because everyone else is calling in. You can submit a ticket, but the response time on those can be delayed.
What problems is the product solving and how is that benefiting you?
The ease of seeing which agents are in which statuses. Being able to live monitor calls, and also being able to pull extremely detailed reports. These are all extremely important to the business. Having the calls directly attached to the case in Salesforce is really helpful and makes it to where you can do Quality Assurance checks easily.
Recommendations to others considering the product:
If you are considering using Talkdesk I highly recommend setting up a training session for Studio, the program that you use to create your IVR. This can be very difficult to master and one on one help with be invaluable.
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