Talkdesk
TalkdeskExternal reviews
2,499 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Positive calling experience
What do you like best about the product?
The call history details provided for repeat callers
What do you dislike about the product?
Some dashboards can be confusing for classifying calls
What problems is the product solving and how is that benefiting you?
Consolidating multiple lines into one service
Recommendations to others considering the product:
Make sure you have a good quality headset microphone.
Seamless execution and great support!
What do you like best about the product?
Support was always wonderful and the fact that the tool worked well was a key difference from our old tool that we used.
What do you dislike about the product?
The chrome integration tools. They were always being updated but was never clear which were needed or not.
What problems is the product solving and how is that benefiting you?
Easy IVR system for our customer support team. Being able to easily update recordings and edit the IVR have been a game changer.
Recommendations to others considering the product:
USE IT!
Overall Solid Product
What do you like best about the product?
Ease of use and reliability of the product.
What do you dislike about the product?
Sometimes multi device interoperability can be challenging
What problems is the product solving and how is that benefiting you?
Make customer service as excellent as possible. Talkdesk has made that possible.
Good tool for communication
What do you like best about the product?
easy to use, you can check the calls made by your team months after they were done plus you can monitore easily
What do you dislike about the product?
sometimes when you have the callbar and the web open, 2 calls can enter at the same time to the same user
What problems is the product solving and how is that benefiting you?
to be able to handle the telesales in an effective manner
Drastic Improvement in No Time
What do you like best about the product?
Call quality is excellent and the implementation went rather smoothly once the product was ready. The data and reporting tools are just we need to make data driven decisions for our business
What do you dislike about the product?
Integration to Salesforce for contacts is limited, as creating contact in TD can take 30 min to populate to Salesforce. The notes from Callbar don't transition to Salesforce either, so that aspect is not very helpful to us.
What problems is the product solving and how is that benefiting you?
Our call quality has drastically improved from the soft phone we were using before. We have much better reporting from Talkdesk to analyze our call volume and make data driven decisions to improve our service levels and meet KPIs. Our team loves the new tool, and it has been easy to integrate into our workflow.
Recommendations to others considering the product:
They are developing their Explore tool, which will offer even greater levels of reporting and data. Ask about it if you're considering moving forward. Our experience has been great!
Great Platform for Cloud Contact Center!
What do you like best about the product?
I love the ability to purchase additional numbers when they are needed. It is such an easy process to purchase them and it can be done without contacting anyone. The other feature that we really love is Talkdesk's ability to enable mobile Contact Centers.
What do you dislike about the product?
So far, we have not found anything that we do not like about Talkdesk. Talkdesk has been a wonderful platform that has met our very specific program needs.
What problems is the product solving and how is that benefiting you?
Talkdesk has provided a solution for us that no other Cloud Contact Center provider can. We have contacted and seen demos from all the other major players in the industry, but none of them can provide a truly mobile experience that Talkdesk can. We are not even close to a traditional Contact Center, in that we do not have a centralized hub where the action takes place. 95% of our operations occur out in the field with Case Managers making in person visits and contacts with our clients. Our clients are ones that are significantly at risk of their lives constantly and are unable/unwilling to contact a traditional 1-800 number for any form of assistance. When we come in contact with our clients, they are assigned an individual Case Manager who they contact via work cell phone. The clients will not call the 1-800 number and transfer to the agent, like most Contact Centers. Talkdesk is the only platform that will allow us to operate a Contact Center in this fashion with each Case Manager assigned a separate number that can be dialed directly and have the Case Manager work on a mobile device only, but still have all the functionality of a Contact Center.
Recommendations to others considering the product:
If you are looking for a mobile deployment, like we have, look no further than Talkdesk. They can accomplish this with a level of ease that is astounding.
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!
showing 641 - 650