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Talkdesk - Excellent Technical Support & Enhanced Our Customer Experience
What do you like best about the product?
This approach is very simple, for both managers and agents and requires no special training or devices and no software. It is a modern solution for a contact centre. It is a service which at least does not include maintenance of software upgrades, os updates, etc. It is hosted by AWS, so it is infrastructureally secure. For a number of months, we've been using it, with no platform problems so far. It's very convenient to transfer calls to colleagues or external telephone numbers. You are prepared to answer all the calls as long as you have a decent pair of headphones. Their service is superb, reactive, and friendly; they have regular and constant updates. The IVR studio of Talkdesk has become an oeuvre.
What do you dislike about the product?
After all these years of use, there is only one problem I have with Talkdesk. You will immediately open a voice name that has been left by a customer, and you have a Talkdesk bookmark or enter an online address on the browser. You will also be assisted by a speech desk. It's difficult to name them, so everybody else has an impact on the whole chat room if there's a big issue. You can send a ticket, but you can prolong the answer time.
What problems is the product solving and how is that benefiting you?
We were able to meet promptly with our participants. The settings for the phone tree make it easier for you to change and adapt voicemail choices. Your advocacy for customers is also at the forefront. Sales and support staff use Talkdesk to address all customer requests. Integrate these methods with CRM to monitor any insight into market vapors. It's quick to integrate Talkdesk with other instruments. Talkdesk has simplified our systems and helps us to function rather than patch our calling system. The UI is very simple to use and pleasant.
Recommendations to others considering the product:
You cannot fail to try a program that certainly serves its function and doesn't work too heavily on your machine, which makes it even more effective for large teams or even shows only one guy. I say that it takes longer than expected to set up and configure a complicated device. A basic or fresh configuration can move fast, but it is more complicated and requires additional time and energy. What was useful to us was to meet other organizations who are using Talkdesk now to see if they are using it. They told us about more resources available to Talkdesk.
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Simple but effective call centre system
What do you like best about the product?
The best feature of Talkdesk is Studio, a visual editor that allows end users to administer their own IVR systems with complex logic and all the bells and whistles. A great improvement from vendor-managed systems that took forever to request a change! The callbar plug-in for Google Chrome is also a sleek floating control panel that the agents like.
What do you dislike about the product?
The SMS and voicemail integrations are not fully integrated from an agent workflow. The ability to customize notifications to draw the agent's attention are very limited. Hearing a sound for every single SMS response (or receiving an email for every response) while on a call is not a good experience for the frontline. Would love to see some sort of dynamic pop up or other visual notification. Currently agents must switch between all three tabs to see what work is arriving - it's crying out for a unified agent dashboard.
What problems is the product solving and how is that benefiting you?
Reducing costs and delays associated with a vendor-managed call centre application - we can make our own changes on the fly, for a fraction of the cost we were paying!
Recommendations to others considering the product:
Talkdesk is a great system, offering very powerful IVR capabilities and the platform is growing rapidly, adding some enormously cool features like bio-metric identification and natural language processing AI, all of which we are eager to adopt.
Have been an amazing experience with Talk Desk
What do you like best about the product?
It is easy to pull out the reports and make things easy for us.
What do you dislike about the product?
The scheduling part of sending the reports,
What problems is the product solving and how is that benefiting you?
Talk Desk has improved our talk time, and also it has helped us increase the CSAT score.
Recommendations to others considering the product:
Amazing to use, And it is easy to access. No hassle to pull out reports
You do not know what your missing until it's gone or replaced!
What do you like best about the product?
I loved Talkdesk for its simplicity. The platform is easy to navigate, the features are easy to access, and the sound clarity was exceptional. When a call came in, it allowed you to access the customer name, phone number ect so that you could continue to your customer database. Copy and paste; can it get any simpler than that? Voicemails were at your fingertips, analytics, and live reporting. Transfers, callbacks, hold functions made it easy to make every call an exceptional call. I truly liked using Talkdesk and hope that my employer will recognize the value when data from the replaced program starts coming in. The reports will tell!
What do you dislike about the product?
The only issue I ever had with Talkdesk was that you had to refresh your screen for the live reporting. When calls come in quickly, and a refresh is not made, it looks as if customers are not in query; however, there are. When you refresh the screen, it pulls up the real-time data.
What problems is the product solving and how is that benefiting you?
Refreshing my screen was my main go too! It usually took care of any issue.
Recommendations to others considering the product:
I genuinely hope we switch back to using Talkdesk!
Almost Perfect!
What do you like best about the product?
Talkdesk is better than most in their integration with Salesforce. The ability to assign calls to contact AND a relating case makes it easier to find calls within the case. Their section on Salesforce that displays calls, numbers, with the dates and their notes taken is pretty neat. We've previously used a different software that wasn't as easy to use, did not categorize calls or attach them to cases directly.
The Talkdesk dashboard is highly efficient. Firstly, I can tailor the dashboard to my needs, which is really handy to monitor my team better as it is personalised. I'm able to choose to view my team, their status and how long they've been in that status.
Voicemails left by clients will automatically create a case, this was so handy during lockdown is lower service levels as I was able to deal with their queries without being on the phone.
Lastly, what makes this perfect for customer service is changing the status of my team from available to meeting etc. This allows me to monitor and ensure they take calls.
The Talkdesk dashboard is highly efficient. Firstly, I can tailor the dashboard to my needs, which is really handy to monitor my team better as it is personalised. I'm able to choose to view my team, their status and how long they've been in that status.
Voicemails left by clients will automatically create a case, this was so handy during lockdown is lower service levels as I was able to deal with their queries without being on the phone.
Lastly, what makes this perfect for customer service is changing the status of my team from available to meeting etc. This allows me to monitor and ensure they take calls.
What do you dislike about the product?
There is only one issue that I have with Talkdesk after all these years of using it. If you open a voicemail left by a client, and you have a bookmark of Talkdesk or you type the online address on your browser, the voicemail will automatically open. I ensured that the link was not the voicemail, but whenever I wanted to access Talkdesk, I would have to click on the bookmark twice or refresh the page twice to be directed to where I initially requested. It's honestly very annoying and the only problem I have with Talkdesk.
It's the same voicemail every time! I don't know if it's something I have done wrong but no matter from where I access it, google, bookmark or type the Talkdesk directly to my browser it will just open.
Please fix this and you will definitely get a 9 from me.
It's the same voicemail every time! I don't know if it's something I have done wrong but no matter from where I access it, google, bookmark or type the Talkdesk directly to my browser it will just open.
Please fix this and you will definitely get a 9 from me.
What problems is the product solving and how is that benefiting you?
The main problems we've resolved ever since we've transitioned from our previous service are:
- Costs: We've saved so much money with a separate SMS service that cost thousands to maintain. With Talkdesk, SMS can be sent directly from Salesforce. Moreover, this can connect to the salesforce case used directly.
- Concise communication: All of the services provided by Talkdesk are integrated with Salesforce, calls, texts and voicemails. This keeps all communication in one place, different teams are able to access it without having to leave the website and spend time searching through different apps.
- Costs: We've saved so much money with a separate SMS service that cost thousands to maintain. With Talkdesk, SMS can be sent directly from Salesforce. Moreover, this can connect to the salesforce case used directly.
- Concise communication: All of the services provided by Talkdesk are integrated with Salesforce, calls, texts and voicemails. This keeps all communication in one place, different teams are able to access it without having to leave the website and spend time searching through different apps.
Talk that is very efficient and help me to close any deals at my house through my iPad
What do you like best about the product?
Very easy to use and I can use anywhere I want
What do you dislike about the product?
N/A for me everything is fine and works in my favor
What problems is the product solving and how is that benefiting you?
I reach all my customers and follow ups to try to keep up my sales percentage
Recommendations to others considering the product:
Yes
Easy to use for agents and easy to manage for an admin
What do you like best about the product?
Ease of use for our end users and pretty much overall seamless integration with Salesforce. Recordings stored in Salesforce, and others can easily access them. There is robust reporting, we do not need to use many of the reports, but it never hurts to have other ways to evaluate the data. Call routing features are also great!
What do you dislike about the product?
Call audio isn't always perfect; sometimes calls are dropped (there is a better connection via use of an ethernet cable), and occasionally our users complain that they have to restart TalkDesk because the loading is slow or they get 'locked out'. Also, contacts are created in Salesforce as a phone number (name) when a number isn't matched to an existing record.
What problems is the product solving and how is that benefiting you?
Call routing + call recordings
We can monitor agent productivity and share recordings if further investigation is needed. It has also been a great software to have while more agents are working from home.
We can monitor agent productivity and share recordings if further investigation is needed. It has also been a great software to have while more agents are working from home.
Recommendations to others considering the product:
As an admin, this product is much better than their competition!
Best call handling I've ever used during my career in the BPO industry
What do you like best about the product?
How easy-to-use it is. The Talk Desk app helps a lot in terms of not having to open it on a browser screen
What do you dislike about the product?
The fact that sometimes when it is properly updated, it might crash a lot even on the browser version and won't let us answer the calls
What problems is the product solving and how is that benefiting you?
When it's up to date, it allows handling our customers' interaction smoothly, which helps us keep a 100% service level most of the time.
Talkdesk is easily one of the easiest to use and manage virtual phones in the market.
What do you like best about the product?
Data exporting is easily one of the easiest to setup
What do you dislike about the product?
Rare crashes of the desktop app in older hardware
What problems is the product solving and how is that benefiting you?
The need to run a small call center queue and manage employee's phone statuses
For TD!
What do you like best about the product?
The live dashboard, reports, and analytics
What do you dislike about the product?
I wouldn't say I like the integration of OMNI channels in one platform. Omnichannel lacks functionalities and reporting structure to be able to support a Chat and Email CS support channel. The reporting is lacking data and not aligned to our Service level measures.
What problems is the product solving and how is that benefiting you?
I'm not a participant in solving any issues
Recommendations to others considering the product:
They must check if their contact center is multi-channeled and that they're fully aware of the pricing
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