Talkdesk
TalkdeskExternal reviews
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Technical Support Engineer
What do you like best about the product?
Ease starting and setting status and seeing what other team's status is at.
What do you dislike about the product?
It doesn't have text chat component with caller as would be great if caller could pass name in chat if their name is quite difficult and long.
What problems is the product solving and how is that benefiting you?
It allows us to have efficient phone support that quickly integrates with our Zendesk.
Recommendations to others considering the product:
This is a very efficient product offering that can quickly integrate in short time for your Support Team's technical phone support!
Everything is working
What do you like best about the product?
I really enjoy how you can minimize it and still able to receive calls without a problem.
What do you dislike about the product?
I can't use click to call function because it does not work.
What problems is the product solving and how is that benefiting you?
You are able to see if the lead is on Saleforce prior to picking up the phone.
Recommendations to others considering the product:
You cannot transfer someone while they're on hold. You have to mute them before transfering.
Best Phone Solution!
What do you like best about the product?
I love how easy it is to connect everyone. Currently, our agents are spread throughout the Philippines and we have no connection issues! also the reporting is great to keep track of everyone and easily meet the goals.
What do you dislike about the product?
Can be costly, but at the end is worth it.
What problems is the product solving and how is that benefiting you?
Reporting and transparency was an issue for us in the past, but with Talkdesk we have been able to see and review all of our agents efficiently.
Good UI, easy to use, works well
What do you like best about the product?
the user interface is easy to use and understand
What do you dislike about the product?
Nothing I can think of so far, it's been good to use.
What problems is the product solving and how is that benefiting you?
calling customers that have abandoned or haven't used our product
Ease of Use, Implementation & Meaningful Reporting
What do you like best about the product?
The ease of implementation and overall product usability. The Call Tree Designer is quite impressive, it can be as simple or as complex as you want it to be. Many times we've tested a number of products that always fell short when it came to implementing changes after the initial PS engagement was done. To us using TalkDesk, it takes us just a few minutes to implement changes including reporting on downtime, product problems, availability or any changes we might have on from a Support standpoint. Additionally, since TalkDesk offers a large selection of training material, our Agents were up and running in no time.
What do you dislike about the product?
The integrations between Zendesk and TalkDesk need to be more straightforward. Currently, the UI for integrations is not particularly intuitive and leaves a lot of junior administrators with a lot of guesses and needing to contact TalkDesk Support more often.
Additionally, I feel like the Support Agents at Zendesk need to be empowered more to have better visibility into logging to be able to provide first respond resolutions. Many times we've used the platform and we need to wait several days before we get a proper response.
Additionally, I feel like the Support Agents at Zendesk need to be empowered more to have better visibility into logging to be able to provide first respond resolutions. Many times we've used the platform and we need to wait several days before we get a proper response.
What problems is the product solving and how is that benefiting you?
Visibility into tracking Agent times & their availability as well as ease of a number of integrations. The ease of case creation and categorization was an added benefit that we didn't know we were gaining with TalkDesk. Additionally, we're feature proofing ourselves, since TalkDesk also integrates with many other Contact Center Options, meaning as we scale, we don't need to worry about replacing more tools. We're also able to offer our customers several ways they can reach out to us, especially as more and more people become more use to working with contact centers.
Recommendations to others considering the product:
Read the contract. Make sure you agree to everything before signing.
Fairly Consistent
What do you like best about the product?
Ease of use for the team. Doesn't take too long to get people up to speed on how to use the platform.
What do you dislike about the product?
We have connectivity issues about 1-2 a month. Reporting could be much better, especially around connected calls. Having voicemails count has connects, makes the data very confusing and worthless.
What problems is the product solving and how is that benefiting you?
Ease of remote workers.
Recommendations to others considering the product:
If you need detailed reporting, this may limit you.
Experience after using TalkDeks for several Months
What do you like best about the product?
I like how the application is easy to setup and implement. Integration with chrome and ease of use for even non technical users.
What do you dislike about the product?
The downtime is something kills us. We have not faced many downtime in past several month. Also for some users the application hangs and the last resort is to restart the computer which is time consuming and could be frustrating.
What problems is the product solving and how is that benefiting you?
We are into courier business and its really helpful so far. Integration with emails and nice reporting.
Recommendations to others considering the product:
Overall we are happy to use this tool with capacity of over 10+ users. Implementation and use is easy.
Talkdesk is really straighforward.
What do you like best about the product?
Talkdesk's call bar and webpages are easy and user-friendly. The tracking it provides is always consistent and helpful.
What do you dislike about the product?
We've experienced quite a few times when calls would get stuck in the queue and mess with our stats and block other calls from actually getting through to the phones causing missed calls.
What problems is the product solving and how is that benefiting you?
The voicemail service it provides has been a lifesaver.
Positive experience with TalkDesk
What do you like best about the product?
We have not finished the implementation yet, but so far the best feature is the callbar and call flow design in the administrator page
What do you dislike about the product?
So far, I have not experienced any issues. It would be nice if the callbar was more of a floating window, so it can be moved around the screen as needed.
What problems is the product solving and how is that benefiting you?
We are currently updating a legacy Mitel phone system.
TalkDesk is great for managing multiple persons
What do you like best about the product?
It's really easy to use TalkDesk for multiple lines and support agents and our sales team.
What do you dislike about the product?
More to do with an integration between Salesforce and TalkDesk but it's hard to connect the two.
What problems is the product solving and how is that benefiting you?
Our customers need to be able to reach out to us immediately and this is a great tool to have!
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