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Besides their Tech Support, they are not very responsive to the needs of our business
What do you like best about the product?
Support from a technical standpoint, the continued improvement to the app. The Salesforce integration is also a win for us.
What do you dislike about the product?
My non-technical questions, product inquires, and billing questions/issues often go unanswered, or if answered, the response time could be weeks.
What problems is the product solving and how is that benefiting you?
We launched our instance of Talkdesk at the very beginning of the COVID-19 pandemic here in the U.S. While other Business Units experienced complications, our deployment was relatively smooth.
Recommendations to others considering the product:
While the product is good, and keeps improving, I find that my progress is grestly slowed becuse my requests for information from my Customer Success manger ususlly do not get addressed. In fact, all my low score are beciase of this. I can only speak to my expeirence, but i am considering moving on to a diffenent provider.
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PCIPAL user experience
What do you like best about the product?
PCIPAL product is the best one to take the card details from the customer without knowledge of the customer service agent as the card details are directly keyed in by the customer whilst they are on phone with the customer service agent.
What do you dislike about the product?
Nothing specific. Recommend PCIPAL product.
What problems is the product solving and how is that benefiting you?
PCIPAL product is the best one to take the card details from the customer without knowledge of the customer service agent as the card details are directly keyed in by the customer whilst they are on phone with the customer service agent.
Pretty solid
What do you like best about the product?
Ease of use. Effective UI. All around solid product
What do you dislike about the product?
Not really many complaints. All in all it's pretty good
What problems is the product solving and how is that benefiting you?
Looking for a way to centralize communication.
Recommendations to others considering the product:
Give it a shot!
Talkdesk is a company focused on innovation and customer
What do you like best about the product?
What I like most about Talkdesk is the constant search for innovation and improving the customer experience. There is a constant focus on launching new features that allow us to improve the day-to-day management of our contact center, reducing the effort and improving our management capacity.
What do you dislike about the product?
There are still some gaps in the Portuguese market from the point of view of telephone numbering as well as some gaps in the API component regarding the live information of the platform. Another issue that Talkdesk should improve on was or support customers with more difficulties from the point of view of developing scripts to implement some functionalities/automatisms.
What problems is the product solving and how is that benefiting you?
I currently have no problems with the resolution. In terms of benefits, the possibility for our agents to serve our customers in different geographic locations and only with internet access, which at the beginning of the pandemic, allowed us to continue to provide service without any kind of disruption.
Recommendations to others considering the product:
If you are looking for a solution that can be used anywhere in the world, easy to manage, scalable, and that is constantly evolving and providing new features, then you should choose Talkdesk.
Gave it an 8. As a daily user of TD, it would be easier for us if we can view all in 1 page.
What do you like best about the product?
Real-time update on the stats. Since we are so dependent on numbers, having it update real time helps us on what will be our next move.
What do you dislike about the product?
Having to check different LOBs from 1 screen to another. We move from 1 screen/window to another if we want to look at voice stats/email or chat. Would be better if we cab view everything in 1 screen
What problems is the product solving and how is that benefiting you?
Business wise, TD has helped us with real time analysis especially with us team managers. It gives us a better understanding on what was going on and what approach we can do to help ease the issue
Great platform!
What do you like best about the product?
TalkDesk makes it easy to interact with my customers.
What do you dislike about the product?
Nothing. The TalkDesk interface and Callbar have been integral parts of our Customer Experience and Sales teams.
What problems is the product solving and how is that benefiting you?
TalkDesk has helped us get in contact with our customers quickly and smoothly.
Recommendations to others considering the product:
If you are looking for a user-friendly, smooth platform for your Contact Center employees, consider TalkDesk. It's UI is easy to navigate and understand, and it's a great way to interact with your customers.
How wonderful life is when you have Talkdesk!
What do you like best about the product?
Being able to create my own charts and manage them efficiently together with our workforce team. Our managers are also able to monitor their agent's performance and adherence. We can even pull call recordings for our call review and error validation. We can also check our top call drivers to see what our top 5 inquiries are.
What do you dislike about the product?
Limitation on reporting and wish more availability in the simple package. Imagine being able to have the quality package in the basic requirement would be a big help to our quality team in managing our audits. Would like to have a real-time screen capture to see how our agents are doing while taking in calls, chats, and emails. In this way we are able to capture their behavior and challenges in system navigation and what is taking them out of focus and be able to coach them.
What problems is the product solving and how is that benefiting you?
managing work level balance and quick monitoring even via mobile phone when I'm out of the office is my favorite. You can monitor the service levels of all channels by the touch of a button and see where your team is already at for the day. Being able to control your entire team in and see details as to where they are at to ensure all levels are being serviced timely.
Recommendations to others considering the product:
buy the premium package so you can have it all. The best of the best.
Talkdesk is a great solution for a technical support organization
What do you like best about the product?
The call bar is great, easy to use, and easy on the eyes. Metrics and reporting are simple. Its also very easy to get up and running, as everything appears to be fully customizable.
What do you dislike about the product?
Not much to dislike. May not be as feasible an option for larger orgs with large teams, as it could get pricey.
What problems is the product solving and how is that benefiting you?
We were previously using RingCentral, which essentially would route a call to everyone, ringing everyone at the same time. Talkdesk allowed us to set up a rotation where it would ring the person who had been available the longest, then if they didn't answer it would go down the line and ring other avaiable agents. We also use Zendesk as a ticketing solution, and the integration between the two works great and is something we utilize many times a day.
Innovation, flexibility and amazing customer service
What do you like best about the product?
Easy to configure. Love the Studio tool to manage call flows. My favorite thing about Talkdesk is the velocity with which they work. Releases are often and useful. Talkdesk cares about the customer experience, not just the CX for me, but also the CX for my customers. Highly professional.
What do you dislike about the product?
Reports are probably my least favorite thing to try to play with. We've been using Talkdesk for a while now and when it comes to building reports, it's just not intuitive and often the out of the box reports, while good, do not address all of my needs. Happy to build the report myself, but I feel like I'd need specific training on the report building tool in order to make use of it.
What problems is the product solving and how is that benefiting you?
There are lots of benefits that we have yet to realize (looking forward to enabling Omnichannel!). The problem we solved by moving to Talkdesk initially was to be able to control our own call flows rather than outsourcing that configuration to an offshore IT service.
Recommendations to others considering the product:
Choose talkdesk and you will be treated the way you treat your customers (or maybe the way your customers should be treated!)
Simple product with powerful integrations
What do you like best about the product?
I like how easy it was to initially set up even with the integrations to CRMs
What do you dislike about the product?
Salesforce integration is great! but it is not perfect, could use a bit more functionality in what can be filled out on new case creation using the integration
What problems is the product solving and how is that benefiting you?
We have a small operations footprint and using Talkdesk we were able to deploy easily without having to hire additional staff. The integration with Salesforce saves us hundreds of hours a month because of how well it creates cases for us with the right information.
Recommendations to others considering the product:
Make sure that the integrations with other tools will work for your use case
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