Talkdesk
TalkdeskExternal reviews
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Talkdesk my experience
What do you like best about the product?
It is very easy to use and the connection is always good.
What do you dislike about the product?
Nothing I dislike, once there was an error going on but it got fixed very quickly.
What problems is the product solving and how is that benefiting you?
In our company, we use Talkdesk in daily contacts.
Recommendations to others considering the product:
I recommend it warmly
Works well for us
What do you like best about the product?
No complaints of poor call quality from our customer support team
What do you dislike about the product?
Nothing - works well for us. Any issues have been promptly solved by their customer support team.
What problems is the product solving and how is that benefiting you?
Our customer support team uses Talkdesk - we have been able to integrate with Service Cloud so that all customer interaction data lives in Salesforce
It is easier than an avaya
What do you like best about the product?
You can choose your calls, you received one minute of aftercall ot complete your notes
This new feature it is really easy to use, you can make a call with only 3 steps, copy, paste and call
This new feature it is really easy to use, you can make a call with only 3 steps, copy, paste and call
What do you dislike about the product?
the keyboard shorcuts works only if you select the app
If you have a bad internet connection you might have a lot of issue with the feature
If you have a bad internet connection you might have a lot of issue with the feature
What problems is the product solving and how is that benefiting you?
I really like this feature since it is easier to use, and does not take up much space
Recommendations to others considering the product:
Make sure you have a good internet connection
Easy to use and great integration
What do you like best about the product?
I love that when using Talkdesk and Zendesk, the tickets autopopulate for incoming calls! Its easy to use and very straightforward. The integration with other apps is very good!
What do you dislike about the product?
At times, it can be a bit buggy and calls will drop. But the issue seems to resolve itself quickly.
What problems is the product solving and how is that benefiting you?
Using it for incoming and outgoing customer contacts. Allows to transfer to other colleagues on the same line
Excellent
What do you like best about the product?
The different disposition that you can switch for different tasks
What do you dislike about the product?
Sometimes blocks the calls and continue ringing loosing calls and affect metrics
What problems is the product solving and how is that benefiting you?
Great tool to manage calls and give us a better response rate
Recommendations to others considering the product:
Great experience for call center use recomended
Great tool, great support
What do you like best about the product?
Very intuitive. From installation to training to metrics, it was a very easy transition from our old phone service to Talk Desk.
What do you dislike about the product?
Would love to prioritize Ring groups by individual agent. Ex: If we have 4 ring groups, I would like to give priorities to each agent differently, such as 1,2,3,4 and 2,1,3,4, and 3,1,2,4, etc. I do not like it at the level it gets prioritized now, since the top ring group must be completely clear before a call from another group gets attended to. Also- The text to talk feature is way too robotic. We had to substitute Google voice. The call tab should have ability to sort by calls and agent. The software should use the past days, weeks, months performance to make suggestions on best way to meet goals. (Reducing wait times, improving answer rates, ans service level.) Ex: your answer rate yesterday could have been met if you had answered 5 more calls between 2pm-3pm. Or based on the calls and the times they come in, you require x number of agents for the following time segments...
What problems is the product solving and how is that benefiting you?
We've taken advantage of the recorded calls, quickly getting to the source of truth when trouble shooting issues. The call back feature is a big hit, that gives our customers an option if they do not want to wait. The metrics make it real simple to pinpoint areas of improvements, and set baselines. I would love to have a agent scorecard or ability to create one highlighting individual performance vs the team performance.
Recommendations to others considering the product:
Have an implementation plan so you can quickly identify any issues once going live. We didnt have our call back feature properly set and it failed because it wasn't capturing the correct call back numbers. TD quickly jumped in and corrected the issue.
A consistent phone system
What do you like best about the product?
I like that we are able to see who is online and the different status options in talkdesk, it is very helpful for coordinating phone calls, transfers, and pretty much everything else.
What do you dislike about the product?
There's not much to complain about, occasional network errors but it's hard to tell if that's our internet or not.
What problems is the product solving and how is that benefiting you?
Communicating the clients is pretty much what we do with it, it does it's job and we don't have very frequent issues with calls dropping.
Recommendations to others considering the product:
Talk desk is pretty easy to use and works better than other office phone systems I've used.
Talk desk review.
What do you like best about the product?
Easy to use and can complete a variety of tasks.
What do you dislike about the product?
I don't know if I have anything in particular to critique.
What problems is the product solving and how is that benefiting you?
easy contact with clients and other departments of the company.
Very convenient and user friendly
What do you like best about the product?
Talkdesk is very easy to use and has not given me problems during my calls.
What do you dislike about the product?
I do not like when I click dismiss and it puts me automatically back on available. Usually I am still on after call work and it can be frustrating to get put back in the queue before I am ready
What problems is the product solving and how is that benefiting you?
I like the away status so I can use the bathroom without eating into my break time.
Experience has been mostly good, with some occasional lag
What do you like best about the product?
We have set up click to call with talkdesk and it has helped me focus a lot more
What do you dislike about the product?
it can be a little bit laggy and disconnect sometimes
What problems is the product solving and how is that benefiting you?
Client contacts
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