Talkdesk
TalkdeskExternal reviews
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UCSD SFS Talkdesk Review
What do you like best about the product?
- the high level of customization and flexibility with the majority of settings and call routing
- the ability to control all changes, publish changes immediately/real-time, and not needing any kind of Talkdesk admin to review and approve changes first
- the training via Talkdesk Academy is super intuitive and straight-forward; our agents all report positive experiences with the training and credit the Talkdesk Academy to much of their proficiency with Talkdeks now
- love having access to a wide range of reporting options
- the ability to control all changes, publish changes immediately/real-time, and not needing any kind of Talkdesk admin to review and approve changes first
- the training via Talkdesk Academy is super intuitive and straight-forward; our agents all report positive experiences with the training and credit the Talkdesk Academy to much of their proficiency with Talkdeks now
- love having access to a wide range of reporting options
What do you dislike about the product?
- the integration section is not as easy to use and navigate; I don't have much experience with coding, etc., so it's been challenging to determine how to set up various HTTP integrations properly
What problems is the product solving and how is that benefiting you?
- when COVID-19 first impacted our operations in early 2020, we, like many offices/businesses, transitioned to working remotely. Our department works directly with students and helps them understand their student account and billing matters, so a very important part of college. Using Talkdesk allowed our staff and student employees to be available to speak directly with our client base in real-time, which made a significant impact on our students and parents alike.
- speaking to the customization, in the past, it always took a long time and multiple steps to change our hours of phone availability or update any messaging within our phone tree. The customization has allowed us to post updates and changes immediately once they become relevant and then take them down again when no longer applicable. The customer experience is one of our highest priorities, so ensuring that we can always have accurate and up-to-date information and phone hours posted is critical.
- in the past, we never had access to any form of photo data or metrics. We handle a high volume of phone calls throughout the year but could never conceptualize it without data. With Talkdesk, we can transform the concept of "high volume" into a concrete number. As a result, we can not only demonstrate the overall value we bring to the campus, but we can also show our staff what their effort, dedication, and commitment look like numerically.
- speaking to the customization, in the past, it always took a long time and multiple steps to change our hours of phone availability or update any messaging within our phone tree. The customization has allowed us to post updates and changes immediately once they become relevant and then take them down again when no longer applicable. The customer experience is one of our highest priorities, so ensuring that we can always have accurate and up-to-date information and phone hours posted is critical.
- in the past, we never had access to any form of photo data or metrics. We handle a high volume of phone calls throughout the year but could never conceptualize it without data. With Talkdesk, we can transform the concept of "high volume" into a concrete number. As a result, we can not only demonstrate the overall value we bring to the campus, but we can also show our staff what their effort, dedication, and commitment look like numerically.
Recommendations to others considering the product:
One of my favorite parts of Talkdesk is that it gives you and your team the flexibility to handle incoming calls from the office or while working remotely. Having that kind of flexibility is not only great for employees, but also for our student customers, who now have a high likelihood of reaching our agents and being able to ask their questions and get the assistance they need.
Review of Talkdesk
What do you like best about the product?
There is not a ton of confusing controls, and the simplicity of the tool allows for a quick start. The support pages are complete, easily navigated and the most comprehensive I've had the pleasure of utilizing.
What do you dislike about the product?
Very little, only some challenges occurred when trying to mix reports
What problems is the product solving and how is that benefiting you?
Excellent insights into the call routing that is easy to follow, the clear insights into the call data show routing and what options customers are choosing before getting to the agent.
Reliable and feature-packed CCaaS solution
What do you like best about the product?
Talkdesk allows us to collaborate on a reliable, centralized platform with team members located in many different areas and several working from their homes. The UI is clean, easy to understand, and intuitive, which makes training easier. We also are impressed by the improvements and new features they have released in such a short time. Their team is hard at work building new features all the time. The dedicated CSM is always helpful, as are the annual business reviews and ongoing conversations to ensure that Talkdesk understands our organization's needs. The reporting capabilities are strong and allow for deep insight. Studio Flows are powerful routing mechanisms that empower us to create the workflows that we need and adapt to changes.
What do you dislike about the product?
There have been a few severe outages that have led to unplanned downtime. At the time, there were no clear instructions on how to avoid these issues and be available for our members despite product failures. Recently business continuity recommendations have been released, which has helped. Administrative processes need improvement to allow admins more control over making changes.
What problems is the product solving and how is that benefiting you?
Talkdesk has allowed us to create a centralized communication platform to serve our growing population of members. Talkdesk is easily scalable, working with us as our organization grows.
Communication! Communication! Communication!
What do you like best about the product?
I really like the way they communicate. We are assigned a customer success representative and ours is A M A Z I N G. Thank you Matthew Dale for all you do for us. And I love how collaborative all the different areas are with us as customers. I feel like our input is valued.
What do you dislike about the product?
I do wish some of the products were more developed. I know new releases and updates are coming out all the time, so trying to be patient. Also, would like to know about new features that we qualify for without having to ask. Often we don't know what to ask for or that a new feature has been released.
What problems is the product solving and how is that benefiting you?
With our Talkdesk solution, we have implemented the QM, Omnichannel, Feedback, and several other products, which is allowing us to be more streamlined and offer multiply channels for our clients to reach us. This in turn allows us to provide the elite level of customer service we strive for. The benefits for us have been game-changing, by having the majority of our solutions on one platform, has allowed our agents to work more efficiently and it gives the entire team more visibility on all that is going on with calls, QM, and metrics.
Talkdesk proved to be a major upgrade in phone systems
What do you like best about the product?
Talkdesk is easy to set up, customizable, and easy to maintain. Their support team has always been helpful if we run into one-off issues. TD was a major upgrade from our old system.
What do you dislike about the product?
Talkdesk has a reporting tool called Explore. The out of the box reports and dashboards are helpful, but it would be better if users could create reports from scratch. They don't always have the metric we are looking for.
What problems is the product solving and how is that benefiting you?
Our old phone system couldn't be customized without the help of IT. Now, I can create flows, individual numbers and make sure calls get to where they need to be.
An amazing, smart and puntual telephony tool powerful to escale.
What do you like best about the product?
The platform is very friendly in every aspect for the agents, supervisors, admins, and even the developers. Also, the incredible flexibility it provides for personalization.
What do you dislike about the product?
Talkdesk has no native connection in Fivetran, which will make it difficult to migrate the data tables in our internal warehouse. Also, it has no note tools (like macros) for the agent's ACW. It would be nice to have access to modify the ADC profoundly.
What problems is the product solving and how is that benefiting you?
The rush for escalation in the company, since we had been duplicating the customers that we receive and attend. Improve the poor call quality for Mexico, Ecuador, and South Africa operations.
Recommendations to others considering the product:
Talkdesk provides a remarkably intuitive and friendly interface yet powerful capabilities, settings, and performance. The metrics are on the point and easy to address.
needs more functionality
What do you like best about the product?
I like the dashboard as it shows the live agents which is helpful as a team leader to see what we are doing. It links well with agents' live indicators. I have not used anything similar to this before
What do you dislike about the product?
The reviewing of systems logged into be agents is poor at best. live works well be reviewing takes a while to find all the information of how long agents are logged into each system. I would like to see an easier access system to see entire teams tracking all in one place
What problems is the product solving and how is that benefiting you?
I like being able to seach for the information on each memeber of the team I just wish it was easier to source the information as it takes a long time to search for anything due to databasing issues
Nothing but issues since switching to TalkDesk
What do you like best about the product?
I like that I'm able to listen to recorded calls on the desktop version, but that is pretty standard with comparable providers. The reporting features are nice.
What do you dislike about the product?
I primarily use the mobile app and I've had several issues with it: randomly logged out and marked unavailable (which means I won't receive calls - which means I can't make money in sales), I can't have calls ring to me while I'm on a current call (this would give me greater freedom to get off of a call that is not important for one that could potentially lead to income), and it doesn't ship with a text feature although it does allow for 3rd party integration. I keep getting an image that covers the app and prevents me from making calls and seeing my call history as well. I've seriously had up to 6 open Support tickets at a time, and as of lately, they have not even responded to my Support inquiries, asking if things are being fixed (because so far only ONE thing has been fixed).
What problems is the product solving and how is that benefiting you?
I'm solving the problem of having a work number that I can use on my personal phone. I've had the benefit of answering calls while I'm on the go with the mobile app, but again, that has come with a lot of problems.
Recommendations to others considering the product:
Stay as far away from this product as possible. I think if they are still around after another two years, they may be worth looking into at that point. They have a lot of work that needs to be addressed on the mobile app side of things.
Service from grit to great!
What do you like best about the product?
All data reports I need to manage my team are present and easily created, plus Support is speedy and friendly. I am using Talkdesk to manage my team's performance, and so far, everything and anything that I need is there, or if I need help, Talkdesk Support is my go-to place to get it all done perfectly!
What do you dislike about the product?
None that I can think of for now. All that I need is readily available, and it is very user-friendly, so I won't have to worry about creating dashboards. If I am to comment, I think I'd love to see it in a different look - a more refined look than it is now - because it is already great.
What problems is the product solving and how is that benefiting you?
Workforce Management. The data that it contains helps me in forecasting and scheduling my team to optimize performance and yield better outcomes. My team's performance has improved and thrived despite the setup change from working in the office and at home.
I like working on talkdesk yet the sometimes it makes some creepy noises.
What do you like best about the product?
The convenience of just copying and pasting the phone number. Also, the way it identifies the contact and displays right in front of you. The straightforwardness of the application is the plus point along with the ability to hear your own call.
What do you dislike about the product?
I don't have much to say when it comes to what I don't like. But yeah this can be improved by putting a much sweeter ringtone when you call somebody. The ringtone right now is a bit irritating. I like the way it saves the credentials but if it could just have us logged in then that could have made our lives easier as once we login the time it takes to load is more.
What problems is the product solving and how is that benefiting you?
I use the talk desk when there is an actual conversation required to solve an issue that can't be resolved over an email. Talking over the talk desk provides more clarity and better outcome. It is often used to help our customers troubleshoot any technical error and it does make them feel like an actual phone call conversation. The consumers are happy to hear a clear and normal sound rather than a robotic sound coming out of the phone.
Recommendations to others considering the product:
I will recommend the talk desk to others due to the number of functions it offers and its user-friendly interface. Life has become much easier with the ability to control the call and listen to it afterwards to see the room for improvement. I often prefer the talk desk over the other tools that I have used in the past to make calls.
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