Talkdesk
TalkdeskExternal reviews
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Perfect tool for customer service ops
What do you like best about the product?
Live dashboards, callbar, and mobile applications for callbar are very convenient to use and practical in nature
What do you dislike about the product?
Custom reports are limited and can be given even extra features to customize further.
What problems is the product solving and how is that benefiting you?
Talkdesk allows us to perform at a higher level for our customers and helps us in meeting the set SLA's every time
Inbound function works well lots of issues on the dialer part
What do you like best about the product?
Inbound call routing and studio scripting
What do you dislike about the product?
dialer and campaign, having to make a list and then a campaign is time consuming. Also our 4.0 upgrade broke and we have been doing workarounds for over a month
What problems is the product solving and how is that benefiting you?
inbound has become more efficient with agent settings and the callbar being integrated into sfdc is a plus
Recommendations to others considering the product:
Easy set up and implementation.
Talkdesk future of the Call Center
What do you like best about the product?
Talkdesk is an AI-driven platform. It is a dedicated call center solution. It provides all the tools to manage call center agents either virtually or onsite. Creating queue/call flows is easy in their studio flow. Items can be customized through programming and APIs. The system is constantly upgrading with new enhancement features.
What do you dislike about the product?
The recording retention is 13 months until its archived. For my business, we need to retrieve easily for 7 years. The reporting is also only available for 13 months until its archived. This is the only downside of the system. They should allow access to recording or reporting as long as the client needs.
What problems is the product solving and how is that benefiting you?
Interactive call center, remote agents, and providing a system that we can manage and motivate our agents. Able to serve our clients and provide quality service and reporting.
Recommendations to others considering the product:
If you looking for the right tools to not only manage your agents but to provide quality service to your clients, Talkdesk is the system. It is a great system and the people are friendly and provide great customer service.
A VOIP platform guaranteeing efficient communication to improve care and support
What do you like best about the product?
Talkdesk is a powerful VOIP call management tool. We use it to handle multiple internal and external calls to provide, mainly to provide care and support to those who need it. The call time is ample; the interface design is intuitive and navigable. It is perfect for daily use.
What do you dislike about the product?
It does not provide good tutorials or training material for end-users.
What problems is the product solving and how is that benefiting you?
Talkdesk has qualities that have helped us to simplify our service and support to internal staff of the organization and customers through calls. Its affordable cost doesn't break our budget, and it's easy to stay in conversations while navigating the interface.
Recommendations to others considering the product:
Talkdesk is perfect for everyday use by teams engaged in VOIP care and support. It is practical, easy to use, and simple to interpret features.
Talk Desk User
What do you like best about the product?
Using Talkdesk has brought a fuller picture to our reporting capacities. We know how many calls each line is getting. We can see which agents are busy and which ones may need some additional training and support. The recorded lines have also helped us in that we know when a customer might not be giving us the full story or potentially be confused about something and we can help make sure everyone is on the same page going forward.
What do you dislike about the product?
The most frustrating part of Talkdesk has been the tech support. When something goes offline or wrong, it is very time-consuming and cumbersome to get a response and action on the issue at hand.
What problems is the product solving and how is that benefiting you?
We can better track which marketing sources are working and that bring in more calls. At the same time, we can see which sources are not working. This allows us to better spend our marketing dollars in the correct areas.
Recommendations to others considering the product:
Make sure you get a clear path on understanding how you will contact support and who will reply to you and how they will reply and when they will reply. Most products need help and it can be challenging when you can not communicate with support.
Talkdesk is convenient and easy-to-use
What do you like best about the product?
The ability for inbound calls to be recorded is fantastic, and it allows me to listen back to a previous call I had to ensure I didn't miss any information. Also, if there are any discrepancies with a customer, I can listen back to a call to see where the issue lies.
What do you dislike about the product?
Recently, outbound calls are not recording, and it is disappointing as I preferred listening back to calls to ensure I had all information noted. Luckily I realized this before I relied on a recording for note-taking.
What problems is the product solving and how is that benefiting you?
Talkdesk allows me to see what calls my colleagues are taking, when my customers speak to my team, and Talkdesk enables me to listen back to previous calls to improve my business performance.
Recommendations to others considering the product:
Talkdesk records inbound calls but not outbound calls
Great Call Centre Application and easy to Use
What do you like best about the product?
The user interface of Talkdesk is elegant and very easy to use. Integration with our CRM platform makes the life of an Agent easy and not swivel between applications. The reporting capabilities are strong and provide clear metrics.
What do you dislike about the product?
Some of the capabilities, like reporting, cannot be captured in CRM but can be tracked in Talkdesk, which turns out to be extra work.
What problems is the product solving and how is that benefiting you?
We use Talk Desk to track the customers calling in and integrate it with the CRM platform. CRM integration has helped us routing our calls via OmniChannel.
Recommendations to others considering the product:
Reporting Capabilities on integrated Applications
TalkDesk helped save our business during the Pandemic!
What do you like best about the product?
Easy to use UI, exceptional training, configuration customization, reporting, and excellent support. TalkDesk has disrupted an age-old industry that has taken advantage of businesses and consumers for far too long!
What do you dislike about the product?
Support could use an improvement on the front lines (basic technical support). Advanced support from network engineering and the upper echelon support tiers are excellent. The portal based support ticketing system is not very favorable.
What problems is the product solving and how is that benefiting you?
We were able to cut over 30% of our telephony budget. While it took some adapting on our staff's part, we have noticed a significant improvement in our overall business functions.
Recommendations to others considering the product:
Check out the integration capability and explore AppConnect. The tools that TalkDesk built and allowed for integration can really help you leverage your tools in the most efficient manner
Talkdesk - My Thoughts
What do you like best about the product?
Salesforce Integration - what a time saver!
What do you dislike about the product?
This is more internal but we have too many lines you can transfer to, it gets confusing. I wish there was a better search feature when going to transfer a call. Overall, not really any dislikes!
What problems is the product solving and how is that benefiting you?
The Salesforce integration is such a time saver. Logs my calls, I can click the number and it dials for me, calls recorded under leads - the list goes on. Also seems dumb but caller ID. I see the name and I can find their lead before they finish introducing themselves!
Recommendations to others considering the product:
Speaking as a salesperson - it saves a lot of time. time = money!
Great Experience with Talkdesk
What do you like best about the product?
As a manager, Talkdesk helps me to easily monitor the progress and effectiveness of our team's calls. The reporting in Talkdesk helps us to identify the average call length, number of dropped calls and better understand the guest journey through our phone system.
What do you dislike about the product?
One of the challenges I had initially experienced with Talkdesk was the quality of the calls. However, once I looped in our internal IT team, they were able to make adjustments to my headset which solved the problem. It was likely user error!
What problems is the product solving and how is that benefiting you?
One of the problems being solved by Talkdesk is the ability to call coach and hear calls in real-time. This helps to grow and develop salespeople over time. In addition, it helps us to better understand where they are struggling in their calls.
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