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Happy with Talkdesk Features, SFDC integration, Reports and Dashboards
What do you like best about the product?
Talkdesk is integrated into Salesforce which enables our organization to track all inbound activity in one platform. The Reports and Dashboards are outstanding
What do you dislike about the product?
Customer Service needs improvement. I used to have a dedicated rep who was accessible, knowledgeable and extremely helpful. Now it is hard to reach someone who can help me.
What problems is the product solving and how is that benefiting you?
We needed a flexible Inbound and outbound call solution and tools to help us manage an international BPO workforce. Talkdesk has enabled us to keep on top of all call queues and agents in "real time"
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Talkdesk is wonderful
What do you like best about the product?
Love the real-time reporting features. Helps me and my team ensure we have coverage for our customers at all times.
What do you dislike about the product?
Would love for the reporting dashboards to be easier to navigate and more user friendly.
What problems is the product solving and how is that benefiting you?
Ensuring our customers can reach us during business hours
Easy to use to tool for Voice Support
What do you like best about the product?
Integration with CRM tools like Salesforce which takes care of flowing call details as part of the support case
What do you dislike about the product?
There could be more customizations for the call greetings and reporting
What problems is the product solving and how is that benefiting you?
TalkDesk is very useful for our support model where we have three types of support - Standard, Gold, and Dedicated support with different coverage hours.
Super Easy to Use!
What do you like best about the product?
I love the fact that is extremely easy to use, is intuitive, reports are easy to pull, queue monitoring is easier because Talkdesk gives you a pie chart where you can see the agent activities and the queues.
What do you dislike about the product?
Talkdesk will only be reliable when using Zendesk as a CRM. We recently changed to Kustomer and we had a lot of issues with TalkDesk, maybe the developers can work on better integration with Kustomer.
What problems is the product solving and how is that benefiting you?
Reports are easy to pull, you can filter by queues, agents, specific time, or day. Talkdesk helps you get better reporting.
Recommendations to others considering the product:
If you want good reporting and don't want to spend time building your own reports, go directly to Talkdesk, you can find all reports there, and are easy to download as an XLSX file.
Talkdesk - From an IT Support Engineer's perspective
What do you like best about the product?
Almost completely hands-off after the user's profile is configured
What do you dislike about the product?
There are sometimes delays in working with their Tech Support as they are in different geographic areas and time zones
What problems is the product solving and how is that benefiting you?
Remote management of agents globally is virtually seamless
FRom Mitel to Talkdesk
What do you like best about the product?
We moved to Talkdesk for our Customer Service Centre to integrate more closely with Salesforce, this has been a big improvement over our former integration.,
What do you dislike about the product?
Managing the call flows can get complicated and you need someone with an understanding of proper workflow, branching, and general flow design. This is true for most platforms also.
What problems is the product solving and how is that benefiting you?
Tighter integration with Salesforce allows for more streamlined and informed handling of calls. With easy access to cases and background information, calls are handled in a more concise and timely manner.
Great product and great customer service!!
What do you like best about the product?
Very easy to use and regular updates released to improve functionality.Great for being able to merge calls between users and carriers without having to hang up or call someone back. Great customer service to go with it. They're very determined to resolve your issues and are very kind throughout the process. I recently had an issue with being unable to answer forwarded calls on my personal cell phone if there was any background noise. The TalkDesk Support team worked with me via email to attempt to resolve this issue. Due to not being able to resolve the issue via email, they arranged a time for us to talk via Zoom to discuss this issue in further detail. We were able to quickly resolve this issue for me! I'm grateful for the excellent customer service I received to resolve this issue and the determination to find a resolution for me, as this is a very uncommon issue.
What do you dislike about the product?
Does not always work the best - unable to answer calls, calls drop, etc. However, their customer service is always quick to assist and run an update to resolve the issue or perform troubleshooting to assist. It's not always the best for merging calls, especially if a user is to get disconnected from the call for any reason. It may disconnect the call completely or it may not allow you to add them back in because it will only allow two other calls to be attached toon your call at a time. I do wish the application would automatically update when the device power cycles.
What problems is the product solving and how is that benefiting you?
Very easy to have a "desk phone" without a bulky desk phone. Our team runs on call hours, so being able to forward calls to our personal cell phones during out of business hours is incredibly helpful in giving us our freedom while still being able to fulfill the needs of our clients.
Extremely user friendly, 8 because few AI like giving keywords signals of the call can be introduced
What do you like best about the product?
The UX UI is quite simple and easy to understand for a layman
What do you dislike about the product?
Works a little slow considering the size of the data
What problems is the product solving and how is that benefiting you?
Calls report, I get to track no of calls taken, length of the call all on one platform
Recommendations to others considering the product:
You must try this app, very user friendly.. You sure will not need a user manual to operate this application..
Great app for time tracking
What do you like best about the product?
It is one of those apps which are upgrading their services day by day. It can be used to place phone calls throughout the organization and helps keeping a track of calls. So next time the user establishes a call again to some number dialed in the past, even without saving the ways, it has an intelligent system that automatically detects all the activities of the past, inform the supervisor regarding the same, as well as recommend the user in real-time, regarding a brief summary of the details and a recommendation from the app about how long and regarding what things should they go on discussing. So it seems quite interesting as well as pretty useful when it comes to work.
What do you dislike about the product?
Despite being in the market for a long time, this app still can be evolved for a more user-friendly experience by bringing a social media touch throughout its features, moreover we can't implement it for building reports as of now as the tool needs to work upon a bit.
What problems is the product solving and how is that benefiting you?
We have been using this to enjoy majorly the calling facilities throughout the chain of our organization. Additionally, we are exploring to automate few more things using this in the coming future, so we feel it can be quite a handy tool.
Recommendations to others considering the product:
I think there's no harm shifting to this product even in trial mode.
Pretty good so far! I have been pleased with the switch over from our previous solution.
What do you like best about the product?
The ease of changing the IVR and making changes. Worlds of differences between our old solution and Talkdesk. Talkdesk is so easy and intuitive to use vs what we were using. It is so intuative to use and the knoweldge base is very good too. Even for things I didnt recall from the training I could figure out on my own from the documentation. The ability to have SMS support along with phone is also great.
What do you dislike about the product?
A couple of the stats are different than we would have expected them to be based on the names for them. It just took a little bit more time to understand how Talkdesk defines them. While the knoweldgebase is very helpful there are a couple out of date parts but you could pretty wasily see a more relevant thing tha twas from now so that is a minor quibble. The inability for the system to have an alert tha tis botible on the callbar if you are using omni cahnnel is somethign we hope gets addressed soon as it is easy for an agent who is doing both phone and SMS to miss the SMS without the the alert on the call bar. It is possible to have the agents jsut keep checking the SMS area but it is a minor inconvience.
What problems is the product solving and how is that benefiting you?
We are solving the problem of always having to wait for our previous solution to do the work for us. Even relatively simple things would take far too long. WIth Talkdesk we can get it done quickly. Solving that issue alone has been so helpful ad really is worth it in and of itself. Having agency over your own set up is amazing. The different way that talkdesk think about some of the stats we use has opened our eyes to the possability of looking at it through a different lens.
Recommendations to others considering the product:
For anyone who is stuck using a solution that takes forever to allow you to change your own things ( IVR, call flows etc) this is a no-brainer and a game changer. If your solution is already agile and easy to use, this is still worth a look to see if they can give you better service.
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