Talkdesk
TalkdeskExternal reviews
2,499 reviews
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A step up
What do you like best about the product?
With Talkdesk we can view our customer's information before answering the call. It is most useful to have a customer's account already opened and ready to assist them.
Having Talkdesk opened on my web browser (chrome) also makes accessing information fast!
Having Talkdesk opened on my web browser (chrome) also makes accessing information fast!
What do you dislike about the product?
No major dislikes, although I would prefer to be able to contact colleagues by extension rather than the built in phonebook
I would also like to be able to enlarge or minimize the callbar window - it is currently at one size
I would also like to be able to enlarge or minimize the callbar window - it is currently at one size
What problems is the product solving and how is that benefiting you?
Talkdesk has solved our communication issues with our customers. If before we were doing ok, now we are doing even better. Everything is located in one system and Talkdesk provides get technical support for any software issues.
Talkdesk Just Eat review
What do you like best about the product?
Very easy system to navigate. Pre-built reports are also very useful. Dashboards can be personalized for your own view and own data preferences rather than having a pre-built dashboard with info you may not necessarily need. When viewing agents real time there is an option to click into the agents name to then gain dashboards for agent performance this is very useful rather than having to run reports for each agent
What do you dislike about the product?
The "live agents list " widget within the dashboard could be improved. When using filters agents can only be included in one team at a time. This makes it difficult for my job as a real time analyst as I have numerous different sites that I monitor. If I want to create a filter for each site, this is not possible as I would then be taking the agents out of each of the Team Managers' views they have created to view their own specific team. I also feel like the call listening function could be improved as you can only search for calls using two filters and this can then make searching for a call time consuming
What problems is the product solving and how is that benefiting you?
Talk Desk is a vital tool for my day to day job in order to manage performance across the call center. It provides data on call volumes, call queues, call wait times but can also drill down to agent performance and allows this to be highlighted to how this is impacting overall contact centre performance
Recommendations to others considering the product:
N/A
A great tool for a real time analyst
What do you like best about the product?
The ease of use by creating custom dashboards. Great customization overall with the ability to share already created dashboard. Reports are also easy to pull and share.
What do you dislike about the product?
Need more reports that are more structured. The ones that are already there could use so rework. Also, more various reports could be implemented that would give more choice.
What problems is the product solving and how is that benefiting you?
I solve real time analytics based problems like finding out what was the average ACW for the centre. I'm able to share these with operations that provide great insight into performance.
Decent
What do you like best about the product?
Historic reporting is pretty good, with many pre-built reports able to show me what i need, or failing that the custom reports are quite east to use and build too
What do you dislike about the product?
I do feel using it for live monitoring could be better, the limit on agents i can see per screen or inability to pull live data into an export to use is a little frustrating at times. But on the whole a useful tool
What problems is the product solving and how is that benefiting you?
Monitoring agent productivity has been helpful, and highlighting non-productive agents ased on the reporting has improved performance across the contact centre.
Easy to use platform with limited functions.
What do you like best about the product?
I think the layout of Talkdesk is easy to use and navigate. The voicemail transcripts are super helpful, and it saves time when figuring out a customer issue.
What do you dislike about the product?
I find Talkdesk a bit glitchy at times, and the server was down for almost half a day this week. The reporting tab used to be a lot more detailed, but now some of the features have disappeared.
What problems is the product solving and how is that benefiting you?
Talkdesk is mainly used for our customer support line and recruiting line. It's a reliable service for communicating with our customers and answering questions.
It's good and simple
What do you like best about the product?
I love the simplicity of the tool how everything can be set up in no time with little to no effort. The reports are also pretty good, easy to use, and complete. You can accommodate the roles and profiles based on needs is also very useful. The user interface is amazing, and the integrations work great.
What do you dislike about the product?
One thing it can improve is the filters. Some reports are limited because of the filters. I, however, have only seen myself once in need of adding a filter. It's overall a pretty good, solid experience.
What problems is the product solving and how is that benefiting you?
We have a team of about ten people on the phone, and the idea of the phone ringing to multiple users simultaneously makes it very efficient. The teamwork improved when they were competing to get the next call.
Recommendations to others considering the product:
If you come from a different software, try to get use to the simplicity of the tool. It is so easy to get things done that you will find it unusual to have completed some things within a couple of clicks.
Dynamic and freedom
What do you like best about the product?
Topics:
- Great, helpful, reliable and quick customer service and support
- Incredible tool that makes you 100% independent on setting up your system! You want changes? No need for a team, you can do it and very simple!
- Reliable software and quality of service and VoIP.
- Great, helpful, reliable and quick customer service and support
- Incredible tool that makes you 100% independent on setting up your system! You want changes? No need for a team, you can do it and very simple!
- Reliable software and quality of service and VoIP.
What do you dislike about the product?
There's nothing true dislikeable.
However, two things:
- adjust prices considering your customer's market (North Europe vs South Europe, for instance)
- it should be possible for us to charge our customer's for each call
However, two things:
- adjust prices considering your customer's market (North Europe vs South Europe, for instance)
- it should be possible for us to charge our customer's for each call
What problems is the product solving and how is that benefiting you?
Problems solved:
- waiting time everytime we wanted to setup or change our flow/lines;
- mobility of every agent (now we can work at home, office, anywhere);
- performances tracking
- waiting time everytime we wanted to setup or change our flow/lines;
- mobility of every agent (now we can work at home, office, anywhere);
- performances tracking
Recommendations to others considering the product:
If you're looking for great, fast and reliable software and customer service, do yourself a favour and get Talkdesk!
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.
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