Talkdesk
TalkdeskExternal reviews
2,501 reviews
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Exactly what we needed
What do you like best about the product?
The ability to easily supervise my team and track data on each individual agent. It makes it very easy to see who is doing what when, who is slacking, and what is happening in real time as well as what is happening over time. I am able to "micromanage" from afar by listening to calls and watching live reporting as well. I also love all the training videos, which made our transition to talkdesk nearly seamless.
What do you dislike about the product?
I wish i could export more in-depth/customized reports rather than just view them on TalkDesk.
What problems is the product solving and how is that benefiting you?
I wish we could integrate it more easily with our CRM/data reports in redash
CTI solution that works
What do you like best about the product?
Seamless integration with the CRM, IVR and robust reporting.
What do you dislike about the product?
Calls go to voice mail sometimes even though the agent is available.
What problems is the product solving and how is that benefiting you?
Support agent efficiencies improved.
Better call tracking and reporting
Better call tracking and reporting
As a Talkdesk customer, I have been very pleased with how easy the system is to navigate.
What do you like best about the product?
The Studio option is very useful and I have also really enjoyed the new Explore that is offered. This helps with getting the best stats for our call center.
What do you dislike about the product?
I really wish that there was an option to use the dashboard on your phone.
What problems is the product solving and how is that benefiting you?
Because we are now able to pull reports with ease and also use the dashboard to monitor inbound and outbound calls, our calls are being answered quicker which is improving service level.
Recommendations to others considering the product:
I would recommend preparing them if they have to port away from another provider. That process is tedious and they should be prepared for it.
Great for Customer Outreach
What do you like best about the product?
The ease of being able to transcribe call details and integrate with Kustomer Resource Management app.
What do you dislike about the product?
Nothing that I dislike about the software so far.
What problems is the product solving and how is that benefiting you?
Outreach directly to customers who have ongoing issues with service and integrating call notes with Kustomer Resource Management
Talkdesk is an amazing tool that helps us provide the best support we can!
What do you like best about the product?
Talkdesk 's customization based on the organization. Also, the Callbar is intuitive, easy to use, and the integration with Zendesk works great! Calls are very clear and I've yet to encounter any issues in-call yet!
What do you dislike about the product?
Not much. Sometimes I have issues opening the callbar after it disconnects from inactivity.
What problems is the product solving and how is that benefiting you?
Our past solution for technical support queue calls was RingCentral, which doesn't do any call routing or any customization at all. It just rings all available phones at the same time. TalkDesk is leagues ahead of that. The integration with Zendesk makes our job easier by automating the ticket creation process, this includes voicemails!
Lot's of general questions and how to's
What do you like best about the product?
I like that there are a string of emails that way you don't get lost in the line of questions and answers. I also like the fact that you have a FAQ's page that has a very easy search and you can find just about anything you need there!
What do you dislike about the product?
It's sometimes hard to reach someone to talk to . I know that your service is outsourced to other countries, and our times are very much out of balance. Also, the language barrier is a bit troublesome.
What problems is the product solving and how is that benefiting you?
How to delete and add new phone reps was one issue. The other was the new reporting. Although, I am still trying to figure out a few things.
Recommendations to others considering the product:
A great company. They have great customer service and very easy FAQ's on line assistance.
TalkDesk has the best tool and the best team
What do you like best about the product?
Reaching Talkdesk is easy and fast. The time to market for implement it is fast. The team is very open minded and answer you with a precise and helpful way. It integrates with almost every other productivity tool for every business need.
What do you dislike about the product?
Difficult to point out. Some issues with the text of the contract for portuguese needs but we align the corrections and the problems were solved.
What problems is the product solving and how is that benefiting you?
We are expecting to have a lot more business data that will help us in the identification of our needs it terms of contact center team. Not having the cost of maintaining a on prem solution based on hardware is also an important advantage.
Recommendations to others considering the product:
Talkdesk is easy to integrate, but you will need to consider the effort of developing in the other tools
Helped Scale Our Contact Center
What do you like best about the product?
I love the call data and agent tracking that Talkdesk provides. Makes it very easy to see how we are doing as a company and as a team.
What do you dislike about the product?
Pulling reports for a specific phone number can be a bit time consuming.
What problems is the product solving and how is that benefiting you?
It is so easy to track live call stats that I don't have to worry about that aspect anymore. I can focus on the other data and dive deeper in to agent-specific numbers.
Recommendations to others considering the product:
Everyone I've worked with at Talkdesk has been extremely nice. We receive the help we need very quickly. The platform is very easy to use and the reporting tools are very helpful and insightful. We are able to make business decisions based on the data supplied by the Talkdesk reporting features.
Easy set up, great onboarding team, and awesome services!
What do you like best about the product?
I love having one system to log into. I don't have to log into multiple places to find all of our customer service data. The omnichannel solution has so much potential and is what attracted us to TD in the first place.
What do you dislike about the product?
Being that the omnichannel solution is a new feature of TD we had some issues with configuring notifications - But once we were able to get those resolved the rest has been a breeze.
What problems is the product solving and how is that benefiting you?
Our team uses TD for all of our customer service solutions. We are able to receive and reply to website chats, answer phone calls, and reply to inquiries all from one login and one application.
Recommendations to others considering the product:
Great solution for any call center/customer service center.
We are able to grow now and have confidence in our systems.
What do you like best about the product?
The reporting capability and call flow features.
What do you dislike about the product?
The call flow interface can be confusing.
What problems is the product solving and how is that benefiting you?
We are able to staff appropriately now with accurate reporting.
Recommendations to others considering the product:
Make sure you have a dedicated person that understands the system and knows what features to look for when implementing. There are a lot of features that you may not know about or understand how to use at first.
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