Talkdesk
TalkdeskExternal reviews
2,499 reviews
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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!
TalkDesk Review
What do you like best about the product?
The UI is easy to navigate and clean. The integration with Salesforce to log the calls to cases is (relatively) seamless. The dashboard is a nice tool to have available for a global view on who else is in my queue and what their status is.
What do you dislike about the product?
To be honest, I'm not 100% sure if this is TalkDesk or not but the consistency of outbound calls working on the first try is around 75%. Sometimes the audio sounds garbled right out of the gate (the chime sounds like it's drunk, if that makes sense). Sometimes it just doesn't ring and I don't know if it's an issue with the call or with my headset so I stay on the call for 10 seconds to see if someone says "hello" or I get a voicemail, or the ringing starts.
What problems is the product solving and how is that benefiting you?
I'd say the number one solution TalkDesk offers is if a customer states "so and so said xyz," we have it on record to see if that was actually said or not.
Recommendations to others considering the product:
If your internet connection is not stellar, it may not be a great solution since it heavily relies on that. I don't have as many issues as my colleagues do who are in more rural areas.
My experience has been well, talkdesk is kept updated for any issues that may arise
What do you like best about the product?
I like the back-end of things where you can see all statistics and demographics of calls and users.
What do you dislike about the product?
Sometimes when calls come in the option to answer or see call information wont always load in, but this issue is rare.
What problems is the product solving and how is that benefiting you?
Talk desk makes it very easy to reach out to customers and communicate effectively
Enjoy web based phone system
What do you like best about the product?
The fact I can work and just answer the phone with a simple button
What do you dislike about the product?
an echo on the phone when a call is transferred due to a delay
What problems is the product solving and how is that benefiting you?
client communication
Great experience with Talkdesk
What do you like best about the product?
The ease with which the system can be configured. Easy to understand settings and able to configure on the fly helps with moving things around like resources.
What do you dislike about the product?
Sometimes there is a slight delay on calls that can become bothersome. We use Ethernet connection in our office which should be more reliable than WiFi.
What problems is the product solving and how is that benefiting you?
Managing resources available in different queues due to visibility into who is waiting in those queues, for how long, etc.
Easy integration with Salesforce to make reporting from one location ideal.Being able to attach calls to cases is a major win as well.
Easy integration with Salesforce to make reporting from one location ideal.Being able to attach calls to cases is a major win as well.
Recommendations to others considering the product:
Easy to learn interface
Can make changes on the fly
Can make changes on the fly
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