Talkdesk
TalkdeskExternal reviews
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Lacking in help desk
What do you like best about the product?
Initial training and interactions were excellent.
What do you dislike about the product?
I feel the help center when troubleshooting and talking with a live person is slow to none. If the whole system crashes for us they are nowhere to be found; this has happened a handful of times. Upgrading and customer support team are very slow to respond to requests are pass the request around to the next person to solve.
What problems is the product solving and how is that benefiting you?
The reporting features are excellent with TalkDesk. The live reports are helpful to keep the team on task, and the achieved reporting is useful with a rapidly growing business.
Best phone system
What do you like best about the product?
Easy to use and easy to train others how to use it. I like that the system detects users who were recently unavailable on break or lunch and will route a call to them first and prevent people from trying to slack at times.
What do you dislike about the product?
Web-version is great but using the callbar may log you out and fails more often. Although I can just stick with using the web version it sometimes gets in the way of multitasking between several windows or tabs.
What problems is the product solving and how is that benefiting you?
Making reports and creating custom dashboards is a plus and helps supervisors keep track of their team's productivity. Audio quality and call recording all in one is. a game-changer.
Recommendations to others considering the product:
Plan the amount of licenses that you will be using at the beginning of the month to avoid unnecessary costs for unused licenses.
Great call center software and company. Missing some features for total flexibility & customization.
What do you like best about the product?
Our implementation team is great to work with. Extremely responsive and dedicated to our success. The software is user-friendly and easy for agents to learn how to use.
What do you dislike about the product?
The Talkdesk online support team still leaves something to be desired. Although there is plenty of self-help materials and video training online, more complex problems that fall outside of this scope tend to have solution times that are too slow for issues impacting a single user. There are a few software "misses" that can still use some attention. Although many of them are in the product roadmap, the global "Status" selections (that really need to be customizable by department) is still a year away.
What problems is the product solving and how is that benefiting you?
We are planning to solve a problem of using separate phone and chat platforms, however, we haven't yet implemented the chat component. (This should be within a month.) Current benefits are that I've been able to get my two (previously) disconnected call centers (traditional Tier 1 and Tier 2 support teams) onto the same platform because of Talkdesks ability to function globally and use connection points around the world with good performance and voice quality.
Recommendations to others considering the product:
Definitely consider Talkdesk. Ensure you know exactly what your needs are and ask for a free trial so you can be sure it will meet those needs. Press for detailed answers to specific questions, especially when it comes to automation and integration with other systems. It's easy for things to fall into the "yes" answer category, however, actual implementation or real-world usage of the product can change this to a "no" if you're not careful.
Simple and Easy to Navigate
What do you like best about the product?
User friendly and easy to read/understand. Everything you need is located on the dashboard.
What do you dislike about the product?
Sometimes the customized dashboard is laggy and responsive time is slow.
What problems is the product solving and how is that benefiting you?
Since Talkdesk is connected with Salesforce, it makes it a lot easier to quickly access customer's accounts.
Recommendations to others considering the product:
Reports are simple and easy to read. You won't have to do much training either since Talkdesk is self-explanatory.
First Time Utilizing Talkdesk
What do you like best about the product?
Talkdesk is easy to use! Between using the web version and mobile app, it's made call services a lot easier to manage. I also appreciate how easy it's been to connect calls to CRM accounts.
What do you dislike about the product?
The service can be a little glitchy sometimes if you are switching between the web page and mobile app. Also, I wouldn't say I like that when you log in, it will automatically update your status to active.
What problems is the product solving and how is that benefiting you?
I've never used an app like this to connect with the other programs I'm using for my position. It allows me to be more productive in how I spend my time at work; it's much more efficient.
Easy and simple to use
What do you like best about the product?
Easy to comprehend and see in summary form of stats and who's available.
What do you dislike about the product?
Sometimes can be a bit laggy and unresponsive.
What problems is the product solving and how is that benefiting you?
Talkdesk connects customers to their Salesforece accounts so it saves a lot of time.
Recommendations to others considering the product:
Talkdesk makes a lot of this simple with their easy-to-read dashboards and also runs quick and straightforward call reports as well.
Handy but buggy
What do you like best about the product?
Many features and the ability to use a mobile app , desktop app or in browser makes it accessible to staff!
What do you dislike about the product?
The software can be buggy, and it isn't easy to set up. Transferring phone calls can be cryptic.
What problems is the product solving and how is that benefiting you?
It's great to know who is calling and be able to access their account with more ease when there is an email attached to the account.
Game-Changing Calling System
What do you like best about the product?
Our institution adopted Talkdesk in 2019 to replace the software that wasn't meeting our calling needs. It paired perfectly with our CRM, was very intuitive, and extremely easy to learn how to use. The feature which allows us to disposition a lead immediately following a call is a favorite amongst our admissions counselors. The ability to generate detailed reports is by far what stands out the most for our directors; they can be used as a training/production tracking tool for our staff.
What do you dislike about the product?
As a certified TargetX (Salesforce) Power User for my institution, I was asked to pilot the software prior to launching it across all of our campuses across the country. From initial training on the product to present day, we have yet to find any flaws in the product. If anything, we are still learning about its potential to streamline our admissions recruitment processes .
What problems is the product solving and how is that benefiting you?
Talkdesk has helped us to solve a major lingering issue: speed to lead. Our national communication center has decreased the amount of time it takes to connect with a prospective student simply because of Talkdesk's flawless nature.
Recommendations to others considering the product:
Voicemail drop feature...learn it, use it, love the time you save with it!
Solid System
What do you like best about the product?
TD is easy to use, easy to troubleshoot and seems to have minimal issues. TD has plenty of numbers to choose from/buy, allows the ability to click to call, and provides a nice callbar app that is easy to use when conducting outbound activities.
What do you dislike about the product?
I wish non Admins had access to run reports so sales reps could check their own metrics. In addition to that, I wish TD issued "new" phone numbers to reduce the risk of #'s showing up as spam since the numbers are recycled.
What problems is the product solving and how is that benefiting you?
TD helps my team produce a high volume of outbound calls. It also helps them use a # that is specific to the region they are calling (helps within connection rate).
Excellent
What do you like best about the product?
Ability to use remotely. Also ability to transfer calls between various remote workers.
What do you dislike about the product?
Some connectivity issues arise. Must be hardwired into internet instead of wifi for best outcomes.
What problems is the product solving and how is that benefiting you?
Increased productivity of remote workers. Being able to listen to recorded calls has increased training capabilites.
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