Talkdesk
TalkdeskExternal reviews
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My Talkdesk Experience
What do you like best about the product?
The best part that I like about Talkdesk is the Dashboard and how it breaks down the different skills and our service levels.
What do you dislike about the product?
The reporting tool can be quite confusing and not as complete as I would hope for.
What problems is the product solving and how is that benefiting you?
Talkdesk has brought a better way to skilled agents and to breakdown service levels in our call center. It is something that we were missing from previous tools we had before we acquired Talkdesk.
Recommendations to others considering the product:
n/a
Simple, User Friendly, Nice Integration
What do you like best about the product?
Easy to use interface with straight forward functions
What do you dislike about the product?
Sometimes the integration does not work very well with Sales Force
I also have some gripes unmet expectations for reporting. I find it hard to find simple ways to view times in statuses and would like to be able to know if calls are not being answered.
I also have some gripes unmet expectations for reporting. I find it hard to find simple ways to view times in statuses and would like to be able to know if calls are not being answered.
What problems is the product solving and how is that benefiting you?
Quickly and efficiently handle calls
A reliable service
What do you like best about the product?
I have easy access and control of how I talk to people its great.
What do you dislike about the product?
I guess sometimes i will still get calls every so often even when my status is set to not take calls but it is few and far between.
What problems is the product solving and how is that benefiting you?
Talking with clients and helping them with their issues
Recommendations to others considering the product:
If it seems confusing or overwhelming at first, just carry on and you will pick it up. Its not too hard to use once you get used to it.
Very useful for performance improvement and monitoring
What do you like best about the product?
The ability to monitor the activity of agents has been something that helped us organize ourselves internally and improve our performance. Easy reporting is also something that contributes to have better control over our KPIs - our users are also happy with the features Talkdesk provides, which improved overall user happiness!
What do you dislike about the product?
The way the features are to be used is not always straightforward - support is not always very prompt.
What problems is the product solving and how is that benefiting you?
The high value on our streamlining certain processes, and listening to feedback - one of our main problems that we wanted to solve was the ability to have a live overview over the activity that goes on during each shift so that we could better organize how workforce does staffing and scheduling. Easy reporting is also something we looked into as we are a super data driven company!
talkdesk is very easy to use and very straight forward
What do you like best about the product?
the ease of the app. Every phone call is logged and I like that it links to our Zendesk software.
What do you dislike about the product?
For some reason I am not able to see a full dashboard when I click on reporting, so I am not able to see if clients are waiting in queue
What problems is the product solving and how is that benefiting you?
more efficient system for our customer service team.
Talkdesk Ease of Use
What do you like best about the product?
Ease of use. Does not require advanced knowledge of call centers or coding to administer. Support is very responsive.
What do you dislike about the product?
Struggling to get our SMS channel up and running currently.
What problems is the product solving and how is that benefiting you?
Omnichannel integration with Salesforce
Director of Support
What do you like best about the product?
Flexibility, ease of use, great reports!
What do you dislike about the product?
Nothing! Talkdesk has been an excellent solution for our needs and has listened to our concerns and improved their system accordingly
What problems is the product solving and how is that benefiting you?
As we grow, it is important that the system we use is flexible and can meet the ever changing demands of our products and clients. Talkdesk is extremely flexible thanks to it clean and logical UI which makes it easy to onboard new agents, add queues, run advanced reports on queues, specific teams or agents and create/deploy advanced IVRs. They also offer features such as the Callbar which aim to help improve agent work flows. With these features, we are able to meet the demands of our clients and continually improve our products and processes.
Phone service that just works, wherever you are
What do you like best about the product?
The most useful feature of Talkdesk is that our team can log in from anywhere, and we have staff across many time zones, all ringing the same number
What do you dislike about the product?
I really don't have any complaints about the service
What problems is the product solving and how is that benefiting you?
We use Talkdesk as our main contact number for customers. Talkdesk allows us to have our staff where they make most sense, without being chained to a desk. So whether we're working from the office, or giving realtime updates from China, it just works.
Recommendations to others considering the product:
It just works, and it's quite simple to set up.
Economical and Reliable
What do you like best about the product?
the cost and the ease of use within the admin console
What do you dislike about the product?
The support response delays - when you have pressing issues or outages
What problems is the product solving and how is that benefiting you?
Call Quality for my Phillippines call center agents
Talkdesk Review
What do you like best about the product?
The easiness of use and the way it was integrated with our other tools
What do you dislike about the product?
We use Zendesk as a ticketing tool and the integration is not perfect as it duplicates a lot of tickets
What problems is the product solving and how is that benefiting you?
Better tracking of times and what our agents are doing during business hours
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