Talkdesk
TalkdeskExternal reviews
2,499 reviews
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Very effective in managing Customer Service pipeline
What do you like best about the product?
Talkdesk provides better streamlined process than the competitors and highly customizable.
What do you dislike about the product?
No solution is perfect however, Talkdesk is the smoothest to support.
What problems is the product solving and how is that benefiting you?
Our org has a very small team managing customer support. The flexibility in Talkdesk grants us the ability to reduce the 1st triage and total ticketing life cycle.
Effective Service
What do you like best about the product?
I like how simple and clean the interface looks. Super easy to use.
What do you dislike about the product?
My site often times will time out. Additionally, I cannot accept a call if the "disposition" box is still active.
What problems is the product solving and how is that benefiting you?
We client face with our Talkdesk accounts. I find it beneficial because it's super simple to receive and respond to clients in just a matter of minutes.
Recommendations to others considering the product:
Talkdesk is perfect for both small and large businesses looking for a good solution to speaking with clients via phone. You can set separate numbers for each employee, numbers for each department and you can even talk with clients worldwide!
Manager
What do you like best about the product?
Great Reporting! I like that you have the ability to dial down
What do you dislike about the product?
I do not like that the newest version is required to manually update and the callbar will not update on its own
What problems is the product solving and how is that benefiting you?
We can have multiple call groups which has been very helpful getting customers in touch with the appropriate groups
Intuitive
What do you like best about the product?
Easy call dispositions and forwarding calls between each user on the platform.
What do you dislike about the product?
We are sometimes faced with connectivity issues but hard to tell if thats a talk desk fault.
What problems is the product solving and how is that benefiting you?
It allows easy understanding of call metrics. Allowing us to understand the amount of labor we need to handle our inbound and outbound calls.
A little buggy, but all around nice features
What do you like best about the product?
Queues are easy to track, Favorites is convenient, transferring, muting, and conferencing is straightforward
What do you dislike about the product?
Can't transfer to extension number, calls go to voicemail after ringing at one open agent instead of moving on to the next available agent, ring not very loud.
What problems is the product solving and how is that benefiting you?
Queues are much easier to keep track of. After call work setting allows us to have time after each call to finish up our work without being worried we'll receive a new call.
Recommendations to others considering the product:
Nice cohesiveness with Salesforce, very pretty and designed well, gets the job done
Good for a small business, has nice integrations
What do you like best about the product?
Good for incoming calls and voicemail management. The notifications that can be piped into Slack, Intercom etc and the ease of using another program rather than logging
What do you dislike about the product?
Better routing for queues or round robin for incoming calls
What problems is the product solving and how is that benefiting you?
Talkdesk makes it easy to route our calls into Slack and our customer service software so we can be notified when people are calling in or have the voicemail ticketed as a follow up.
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
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