Talkdesk
TalkdeskExternal reviews
2,501 reviews
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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!
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.
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