Talkdesk
TalkdeskExternal reviews
2,472 reviews
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great tool
What do you like best about the product?
Easy to use and helpful, especially with reports.
What do you dislike about the product?
some interruptions and status changes without clear notifications
What problems is the product solving and how is that benefiting you?
inbound calls and outbound calls
Flexible, Easy, Professional
What do you like best about the product?
Gives flexibility to work from wherever, detailed stats to stay on top of workforce, multiple options to keep even the biggest business connected
What do you dislike about the product?
Mobile version and online version don't always talk to each other the best which results in mix-matched statuses
What problems is the product solving and how is that benefiting you?
keep workforce of 500+ connected......gave the opportunity to transition from all working in the office to being able to work from home in difficult times
Recommendations to others considering the product:
If you are looking for something that will allow you to go mobile and to not have to purchase another device...this is the product for you
An ideal tool in 2021
What do you like best about the product?
It's intuitive. The interface is simple and easy to use so there is zero learning curve for this software. This is ideal for remote workers with limited access to onboarding training.
What do you dislike about the product?
It's easy to lose the Talkdesk tab in all of the open window tabs. Therefore, when a call comes in you need to find the tab with Talkdesk to answer the call. Some sort of widget for the toolbar or desktop would be ideal.
What problems is the product solving and how is that benefiting you?
Quicker response times to customers becuase all customer service represntatives have access to the interface, all incoming calls and voicemails.
Easy to manage the calls
What do you like best about the product?
the Live Agents List view and the Live Contacts List is very helpful
What do you dislike about the product?
There is a great difficulty in extracting the call history, which is never complete
What problems is the product solving and how is that benefiting you?
The best thing about Talkdesk is that we, have good live call management.
Best service ever met
What do you like best about the product?
Several factors:
1. Empathy of employees
2. The speed of the reaction.
3. Clarity and conciseness of answers.
4. Responsive and polite staff.
1. Empathy of employees
2. The speed of the reaction.
3. Clarity and conciseness of answers.
4. Responsive and polite staff.
What do you dislike about the product?
There is nothing that could affect a negative review)
What problems is the product solving and how is that benefiting you?
Absolutely everything: from minimal complexity for an agent to mass customization of components for large departments)
Easy to use
What do you like best about the product?
I like you can change yourself to status and how you can transfer calls just from a click, so friendly and easy to use.
When it comes down to monitoring, I like how you can pretty much get all the details about agents. Status change, calls taken. I can find everything when it comes down to productivity. Love it
When it comes down to monitoring, I like how you can pretty much get all the details about agents. Status change, calls taken. I can find everything when it comes down to productivity. Love it
What do you dislike about the product?
There is nothing to dislike about TalkDesk.
What problems is the product solving and how is that benefiting you?
I have been able to check on teammates' productivity, I have been able to see if our agents are working and check calls and the status they use the most.
This has helped us see if the agent is actually working or not.
This has helped us see if the agent is actually working or not.
Amazing software and very responsive team
What do you like best about the product?
I love being able to see all the information in one place. It is easy to customize my dashboard for how I want to see things without it changes it for others. Everything is labeled perfect so reports are easy to find as well.
What do you dislike about the product?
I would like to see the lower version for smaller companies have the same features. It would be great to have access to some of the cool tools.
What problems is the product solving and how is that benefiting you?
It really helps with keeping track of who we have logged in since we don't have WFM just yet. Also to see what status they are in, really helpful that we can create statuses as we need them. We realized we needed more than just phones, cases, offline.
Recommendations to others considering the product:
If you need a tool that is up 99% of the time for calls this is a perfect option. Also, it is super easy for new users and isn't so complex it needs an hour or more of training. Really great and fast response from their team as well when you have an issue!
Talkdesk has been a great tool for a remote workforce
What do you like best about the product?
Talkdesk is integrated with the Salesforce platform we use. This makes documenting phone calls into calls very seamless.
What do you dislike about the product?
Talkdesk has a lot of reports. So many that it is sometimes hard to find exactly what you are looking for.
What problems is the product solving and how is that benefiting you?
Talkdesk allows our remote workforce to take calls from customers anywhere! It also helps to organize their day with a variety of statuses.
Recommendations to others considering the product:
Talkdesk is ideal for a remote workforce
Very helpful!
What do you like best about the product?
I really like that you listen to all your past calls, you can easily sort through your past calls, and organize your voicemails effectively. I love the email notifications we get when we receive a voicemail, which is helpful when you're away from your desk.
What do you dislike about the product?
I dislike how you're unable to see your missed calls easily, and you can't see when you have a call coming in on your other line, when you're already on the phone.
What problems is the product solving and how is that benefiting you?
Talkdesk solves the problem of having teammates all over the world, and not having to memorize phone number! Benefits include the ability transfer calls to other individuals or ring groups easily, listening to your calls, and assigning voicemails to others.
Recommendations to others considering the product:
Know that it will take everyone awhile to understand how to use it, but once they do it's very beneficial. There is a learning curve.
Very expensive for extremely poor support and transition services
What do you like best about the product?
Talkdesk has a lot of features that we needed to replace our previous phone provider, Aircall. I love that we can set holiday messaging in advance for the entire year, so I never have to worry about setting a specific away message on our phones each time our office is closed. There are many additional training capabilities like conferencing in new hires into phone calls so that they can listen in, and we love that it integrates with Salesforce in a very customizable way. I also love that our team can transfer calls to a teammate's voicemail if they are away, and they can also transfer calls to external numbers like FedEx if we need to get a customer in touch with them about a shipping issue. While these features are a step up from Aircall, they are pretty standard now across the board.
What do you dislike about the product?
Talkdesk doesn't have a very public support option for phones, which is a bit odd to me as they are a phone company. During our onboarding process, we were paired with a great Customer Success Manager, but I feel like while we continue to improve our process, I'd love to chat through or bounce ideas off someone to go over the way we have our integrations setup.
Other feedback I have for the product right now would be to allow an easy way to enable/disable specific workflows. Right now, we have about 20 workflows that we've built for Salesforce, and to disable them, you have to click into each one individually and turn it off.
Given the poor support options and how expensive this tool is, we decided to move to a new provider. This process uncovered that we had been paying an extremely high cost for a phone number that wasn't operating the way were promised. They offered us no refund or solution, and even after troubleshooting the number remained non-operational. We are so disppointed in our experience with Talkdesk.
Other feedback I have for the product right now would be to allow an easy way to enable/disable specific workflows. Right now, we have about 20 workflows that we've built for Salesforce, and to disable them, you have to click into each one individually and turn it off.
Given the poor support options and how expensive this tool is, we decided to move to a new provider. This process uncovered that we had been paying an extremely high cost for a phone number that wasn't operating the way were promised. They offered us no refund or solution, and even after troubleshooting the number remained non-operational. We are so disppointed in our experience with Talkdesk.
What problems is the product solving and how is that benefiting you?
Talkdesk was an okay option for our team for a bit, but ultimately it was way more expensive than other providers for poor support and pretty standard features.
Recommendations to others considering the product:
We use personal extensions at our organization, but I think sometimes it might be easier to scale and configure your IVR if you just have each rep use their own number as opposed to an extension.
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