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Talkdesk Review
What do you like best about the product?
Easy communication and call quality. Easy to Administer
What do you dislike about the product?
Cumbersive or complicated reporting. Api integrations with certain phones have issues.
What problems is the product solving and how is that benefiting you?
Complex call routing, good visulization of flows.
Recommendations to others considering the product:
Good communication with developers for future product updates
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Talkdesk | Worth The Switch
What do you like best about the product?
Overall ease of use. Getting phone numbers is a breeze. The user setup was quick. The interface for calling is good. The administration side overall is good. The interface works and but has some quirks I have outlined in the dislikes. Talkdesk downtime seems never to occur. The audio quality is excellent, and the Telemarketing team has no complaints. They love it.
What do you dislike about the product?
The web interface needs tweaking. Moving between screens is a pain because it doesn't remember your filters. The IVR can be a bit clunky to implement. Creating ring groups is easy but not intuitive. There needs to work there since you can even see a list of the groups you have made. There needs to be a feature to copy and paste setups for phone numbers. We have lots of numbers, and I have to format the entire settings individually over and over.
What problems is the product solving and how is that benefiting you?
Virtualized our telemarketing and customer service teams with integration into our CRM has improved our reporting capabilities. Talkdesk solved the problem of who is calling what customer creating visibility into our interactions with our clients. Call records have helped strengthen our training and coaching, resulting in improved sales.
Recommendations to others considering the product:
Best for you to understand your current phone system before moving to any other provider. Talkdesk was of great help in getting us up and running, but know that you pay for that help (in our case, anyway). We could have avoided a bunch of fees that were not necessary in our case.
Talkdesk, A well balanced Phone Platform with a ton of convenient and useful use-ability features.
What do you like best about the product?
There are a lot of things I like about Talkdesk. How easy it is to transfer calls, the ability to utilize different statuses, and how easily those statuses translate to real-world work. It seems to be an incredibly vast phone platform with the ability to change a plethora of different things on an organizational level. I also really love how simple it is to call internationally. The platform is excellent and among the best, I've ever used.
What do you dislike about the product?
I would appreciate a bit more customization on an agent-by-agent basis. Maybe changing the ring tone, or the color of your Talk Desk Callbar. It's a great platform on an organizational level but on an individual level, it can sometimes feel a bit rigid. The ability to change my ringtone would be fantastic. As the one in place is nice but can be very repetitive on the phones day after day.
What problems is the product solving and how is that benefiting you?
Customer Support for the platform is the main pain point of the customers I talk to.
P.S. I haven't had one call drop on Talkdesk the way that it has so many other times before on other phone call platforms. It's streamlined and easy to use which makes problem-solving with customers that much easier.
P.S. I haven't had one call drop on Talkdesk the way that it has so many other times before on other phone call platforms. It's streamlined and easy to use which makes problem-solving with customers that much easier.
Recommendations to others considering the product:
Take the time in the beginning to learn the tips and tricks of the platform. There is just a bit of a learning curve but once you get your bearings it's an incredibly smooth platform to use.
Talkdesk For Work
What do you like best about the product?
I like all of the functions with Talkdesk for reporting and managing calls.
What do you dislike about the product?
Warm transfers drop a lot and we have issues with Talkdesk not functioning for some agents sometimes.
What problems is the product solving and how is that benefiting you?
We are managing our Members and keeping track of our agents throughout their shift while working from home.
Recommendations to others considering the product:
It works well overall.
Subpar implementation support but product meets our needs
What do you like best about the product?
Integration with Salesforce. Not sure why I need to add more text.
What do you dislike about the product?
Lack of native texting service. Not sure why I need to add more text.
What problems is the product solving and how is that benefiting you?
Able to integrate support team phone services with Salesforce. Improved customer experience
Recommendations to others considering the product:
Excellent product but no SMS texting services.
Great Support and Service
What do you like best about the product?
TalkDesk made it possible for our workforce to transition to working from home during the COVID-19 pandemic efficiently. Support was always quick to assist with any questions or help resolve any issues identified during this time.
What do you dislike about the product?
Due to the overwhelming requirements of other businesses needs to work remotely, at times, service was a little slower than others. Their network appeared to also take some hits at times due to the unexpectedly high volume of users.
What problems is the product solving and how is that benefiting you?
The opportunities realized during this pandemic were overwhelming in all other aspects of the IT environment. Fortunately, with TalkDesk, the migration to working from home was nearly seamless.
Recommendations to others considering the product:
I would suggest expecting that the setup and configuration of a complex system take longer than possibly expected. A base or fresh setup can move quickly, but it a set up is more complex, additional time and resources may be required.
Sr Director Customer Success
What do you like best about the product?
The ease of use and reporting is very good
What do you dislike about the product?
there is nothing to dislike TD is great
What problems is the product solving and how is that benefiting you?
SFDC integration, skills based routing and work from home
Recommendations to others considering the product:
Excellent Salesforce integration - can't go wrong in selecting TalkDesk
Best Virtual Contact Center out there
What do you like best about the product?
Talkdesk has built their product with the end-user in mind. No outdated user interfaces, clunky integration points or weak report engines like in competitor solutions I've used. Talkdesk has addressed it all. Easy customizable dashboards, excellent looker integration and great support apps makes this stand out above others.
What do you dislike about the product?
I would prefer more expanded base platform functionality instead of pay for add ons.
What problems is the product solving and how is that benefiting you?
In a remote world, I needed a platform that was easy to use, provide me the visibility and performance of a true virtual contact center, and quick access to operational management and reporting. Talkdesk solved them all. Plus their integration to Zendesk and Salesforce is better than others I've seen.
Talkdesk - Efficient Tool for Global Ops!
What do you like best about the product?
Talkdesk is highly user-friendly and gives our teams the ability to work all over the world in different time zones. It allows our managers to track and listen back to calls for quality and training purposes and enables us to call international numbers. Talkdesk also gives managers full control and visibility over the entire team and their status' which has been extremely valuable while working remotely.
What do you dislike about the product?
One disadvantage to Talkdesk is that it will log you in automatically once you open the app, meaning if there is a call queued, it will come directly to you even if you are not ready or are simply going in to monitor teams and availability settings.
What problems is the product solving and how is that benefiting you?
Talkdesk is solving several issues. It allows our teams to work effectively and collaboratively across different teams in many regions. It is very user-friendly, easy to navigate, and you can switch easily between the phone numbers to ensure customers are getting the call from a number they recognize even if the agent is in a different location. The benefit of call recording and call-wrap up give us customizable options that suit the business's needs.
Recommendations to others considering the product:
I would highly recommend Talkdesk as it is user-friendly, provides ease for its users, and allows visibility for reporting and listening back to recorded calls. It has allowed us to work efficiently and effectively throughout the past year of remote working and gives managers complete control of the staff and their status'.
No-code automation, seamless Salesforce integration, and excellent technical support
What do you like best about the product?
My favorite thing about Talkdesk is its Studio feature, which enables non-coders to create robust, complex automated phone flows to handle incoming calls. Within Studio, my favorite feature is the ability to collect data from the inbound callers, store that data in variables, and then push those variables into Salesforce where we can access them using all of Salesforce's native automation tools -- Flow, Process Builder, Workflow Rules and Approval Processes -- plus we can use them in Salesforce Reports and Dashboards.
What do you dislike about the product?
While the integration with Salesforce is ultimately seamless and beautiful, the UI for configuring that integration is a bit clunky and hard to navigate. If, for example, you want to create an integration that inserts Tasks or Cases in Salesforce for each call, regardless of which team handles the call, you'll need to create a separate integration element for each team. It's frustrating to basically clone each element for each team when there should really be a way to create the integration elements using variables that can be customized for each team. That's a very frustrating downside, especially when it comes time to make an update for every team and you have to open multiples of each component in order to make the update for each team across the organization that uses Talkdesk.
We don't use Talkdesk's native reporting feature (Explore) very much, but my experience with it has been pretty negative. It's very unintuitive, hard to use, and generally unfriendly.
We don't use Talkdesk's native reporting feature (Explore) very much, but my experience with it has been pretty negative. It's very unintuitive, hard to use, and generally unfriendly.
What problems is the product solving and how is that benefiting you?
Talkdesk enables us to offer self-serve solutions to incoming callers so they can resolve their issues without engaging a live agent. This leads to happier customers, happier agents, and a stronger bottom line. We've also found Talkdesk technical support to be extremely knowledgeable and helpful, if a little slow at times.
Recommendations to others considering the product:
If you're using Salesforce, and you want to have call data inside your Salesforce CRM, Talkdesk seems to be the best way to get it there. Its Studio feature is easy for non-coders to use, and its integration with Salesforce, while clunky, totally gets the job done.
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