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Talkdesk for everyone!
What do you like best about the product?
I like how TD is very straightforward and easy to use. Most of the features are easy to understand. There's a built-in reporting for everyone to use.
What do you dislike about the product?
some of the limitations such as not being able to expand the message box, unable to customize some of the reports.
We can't multitask if we want to work with email and chat at the same time. Wish we can open different queue in TD in different tabs
We can't multitask if we want to work with email and chat at the same time. Wish we can open different queue in TD in different tabs
What problems is the product solving and how is that benefiting you?
emailing customers - TD is very helpful for us to easily see if there's a lot of back and forth emails with cxs. it's helping us to be more efficient.
Recommendations to others considering the product:
In case that they have specific requests to modify in TD specially to align with their business, I'd say don't hesitate to contact TD team as they're very flexible and can work on business' needs.
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Unsurpassed service!
What do you like best about the product?
Training is easy. When I have a problem, it's resolved quickly and efficiently.
What do you dislike about the product?
There could be more training when a change rolls out or something is discontinued (legacy).
What problems is the product solving and how is that benefiting you?
Better face to face interactions with our patients when we created our Call Center, using Talkdesk. Hold times far reduced.
Recommendations to others considering the product:
Train well on the Studio and create a few for alternate issues like emergencies. This is the only challenging area.
Phones are great. Email is passable.
What do you like best about the product?
The metrics available from phone calls are great. The ability to sort and search in so many ways is super helpful. The different home screen reporting page options are useful to see at a glance exactly what is going on.
What do you dislike about the product?
Practically everything about the system for emails is lacking. The only benefit over our previous solution is the ability to pull emails out of the queue so that we don't end up with multiple users answering the same email simultaneously. The search options to go thru already closed emails are useless. The only option that works reliably is searching with the full email address. There's no ability to categorize canned responses; we have to internalize the headlines for 90 different options.
Additionally, inputting and editing canned responses is cumbersome and not at all intuitive. The fact that there is no active spell check option in the body of the emails is laughably bad. Who in their right mind builds a system that can flag bad spelling but not FIX spelling mistakes? The chat solution is also practically worthless. It's not possible to set up some sort of ping or alarm when a chat comes in from the web site, so they get lost within the list of emails. Unless you have someone dedicated to checking online chats and ONLY online chats, we found if we were even a little busy we have to turn the chat option off completely. This makes the chat feature worthless.
Additionally, inputting and editing canned responses is cumbersome and not at all intuitive. The fact that there is no active spell check option in the body of the emails is laughably bad. Who in their right mind builds a system that can flag bad spelling but not FIX spelling mistakes? The chat solution is also practically worthless. It's not possible to set up some sort of ping or alarm when a chat comes in from the web site, so they get lost within the list of emails. Unless you have someone dedicated to checking online chats and ONLY online chats, we found if we were even a little busy we have to turn the chat option off completely. This makes the chat feature worthless.
What problems is the product solving and how is that benefiting you?
We have a better understanding of our phone calls, how long they take, and who is sending them.
Reliability, Features, and Ease of Administration
What do you like best about the product?
The near 100% uptime and ease of administration along with the easy to use interface for our contact center agents. Additionally the support provided to our team has always been top notch.
What do you dislike about the product?
Out of the box reporting for billing can be difficult to understand (though support is always happy to provide better information).
What problems is the product solving and how is that benefiting you?
We have a remote contact team spread across many locations with varying qualifications including contact types handled and langauges supported. Talkdesk has allowed us to maintain and improve upon this setup across various team sizes and contact needs. We had zero difficulties in transitioning our workforce to remote work based on impacts experienced during Covid.
Recommendations to others considering the product:
My experience with Talkdesk has been great within an agent count of <500 so I cannot comment beyond that as far as capabilities go, however within that limit, it has been our best call center platform to date. I would recommend you establish regular communication with your account rep and the support team as both can ensure that your implementation is as simple as possible.
Talkdesk: An Efficient, Effective and Flexible Call Center System
What do you like best about the product?
The GUI is very simple to use and intuitive. If the app is training to find dashboards and reports, a new user does not require anything. I like the integration of the app with Salesforce, which holds all the data points of our clients. To continue to develop their offering, Talkdesk also comes up with enhancements. When a rare problem arises, it is extremely accurate and fast to answer. I think that the Talkdesk is the future for higher education and other fields of communication. Anyone who thinks like this is a genius. If the pandemic hits, communicating with each other is very difficult for businesses. It can be seen by large corporations as a great commodity. They have regular and consistently updated data and are superbly attentive and welcoming to their support.
What do you dislike about the product?
My only criticism is that some workers find it impossible to use a headset without a physical telephone. This is more culturally than a Talkdesk knock because the call output of the recommended headsets is excellent and the records are not difficult to hear. It's getting used to getting from a culture where everybody has a physical phone that uses a headset now. We are in a business in which we occasionally have to give and receive faxes. I know it isn't ideal, but we won't need a third-party fax app if Talkdesk backed it. This is about the only legitimate complaint I can make.
What problems is the product solving and how is that benefiting you?
Fraud is for example a general issue in expenditure accounts. Preventing this would definitely save the business some money, but you must remember that you are planning this procedure for 1% of individuals who will be diachronic and benefit from the scheme. And 99% of those that do not need this rule yet are now burdened with it also have a tremendous expense. We will reach our participants promptly. Your consumer advocacy is also a leading priority. Talkdesk is used by sales and service personnel to meet all consumer requirements. Incorporate these techniques into CRM to keep track of consumer vapors. The Talkdesk with other instruments can be quickly integrated.
Recommendations to others considering the product:
I strongly advocate that you start a training session for Studio, the software you use to build your IVR if you are considering using Talkdesk. It can be very hard to learn and one-on-one can be invaluable. Talkdesk has a strong client strategy that enables direct channels and makes sure the client relationship develops in the right way.
Talkdesk is a great replacement for deskphones. And its working very smoothly
What do you like best about the product?
That you have much options to configure within the admin portal.
User friendly.
User friendly.
What do you dislike about the product?
The support takes sometimes a bit long when its not working.
What problems is the product solving and how is that benefiting you?
Talkdesk callbar issues. It is very user friendly.
Recommendations to others considering the product:
It's a great product if you are looking for a solution without desk phones and within a large company.
Solid VoIP Solution with holistic Call Centre setup options
What do you like best about the product?
Studio flows are very easy to built and use and have comprehensive options
What do you dislike about the product?
The Reporting is still a bit too clunky and not seamless to built
What problems is the product solving and how is that benefiting you?
International Support, Market specific call center Setups, CRM and Customer Support System Integrations
Talkdesk Feedback
What do you like best about the product?
All links are easy to understand. You can see the queue properly amazing
What do you dislike about the product?
there are times that we have to relaunch to make it work amazing
What problems is the product solving and how is that benefiting you?
You can see the agent's real time status and is counting by seconds amazing
Recommendations to others considering the product:
Consider to use Talkdesk as it is user friendly. Easy to navigate and data needed are easy accessible
Rocky Start but good now
What do you like best about the product?
I like the ease of requesting new phone lines and setting up agents.
What do you dislike about the product?
The solution does not natively work with SFDC; we had to customize (additional money) to work with OmniChannel in SFDC.
What problems is the product solving and how is that benefiting you?
Pretty standard phone solution.
Happy with platform
What do you like best about the product?
The easy-to-use platform and reports that can be generated.
What do you dislike about the product?
At times the platforms will glitch out, but TD is quick to fix the issue.
What problems is the product solving and how is that benefiting you?
The platform has allowed us to track calls and progress of our agents.
Recommendations to others considering the product:
I recommend the platforms for call centers!
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