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Excellent solution for our support agents
What do you like best about the product?
It's a modern solution for a contact center, it is very easy to use, both for administrators and for agents as well and does not requires special training or devices or software. It's a service that requires almost no maintenance at least not dealing with software updates, os updates etc. It is AWS hosted, so it's reliable from infrastructure point of view. We've been using it for a few months now, no issues so far with the platform. Also I like that is really easy to just buy a phone number almost anywhere in the world and have a local numer for customer calls while maintaining our contact center at our location and have our agents workig from the office or from the comfort and safety of their own homes. All in all, a great service provided by a great company. Also, just to mention that thie support is lighning fast.
What do you dislike about the product?
Mobile apps could be more feature rich; they miss some of the options that the callbar has, like caller mood faces. Plus the android app is not that good as the iOS one is. Mainly because of all the different flavopurs of Andoid out there but I think it needs some improvments. For example, after app update I need to go in the setting and set the Battery optimization settings for the app from the beggining. I don't know if this is regular behaviour, I've had only one update so far, but I found this a bit peculiar.
What problems is the product solving and how is that benefiting you?
We have a small customer support team that handles the calls as well as emails from our customers and TalkDesk is a great addition to our workflow. It integrates really well with SalesForce and makes it very easy to have all the informations in one place and get better insights on the job that is being done by our people and the needs of the customers.
Recommendations to others considering the product:
TalkDesk is a great company, and they have an excellent product for contact centers which, in combination with the support team that they have it's a no brainer.
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Complete VoIP Solution
What do you like best about the product?
As an admin, when setting up TD, the process is very user-friendly. You can select which fields need to be synced to which object, along with many other custom automation.
What do you dislike about the product?
The connection of the call bar and SF may sometimes disconnect if you do not sign into the call bar and then TD. The quality of the calls and the reporting capabilities as a manager is lovely.
What problems is the product solving and how is that benefiting you?
I think the Support team is very important, especially in an age that's becoming more digital. We expect better support from our previous client, and so far, the Support team has been accommodating.
Recommendations to others considering the product:
Very clear VoIP and ease of installation, the support is fantastic as well. I would surely recommend TD to many peers.
All the tools for a contemporary call center solution at your fingertips
What do you like best about the product?
The flexibility to alter scripts and priorities on the fly. No need to wait for IT support.
What do you dislike about the product?
I understand the subscription need for certain levels of service, but I'm disappointed that the enhanced reporting isn't included as a standard rather than an option.
What problems is the product solving and how is that benefiting you?
My team manages our own call-flows and priorities. We can see what agents are doing, how effective they are being. Everyone can customize their own dashboard to ensure they are driving the right behaviors and decisions.
Improved our workflow, but opportunities abound
What do you like best about the product?
The live dashboard and ease of logging calls.
What do you dislike about the product?
Reporting is complicated and implementation took too long.
What problems is the product solving and how is that benefiting you?
Data around calls, including notes and dispositions.
Ease of change management.
Introduction of quality assurance, so improving call quality and consistency.
Ease of change management.
Introduction of quality assurance, so improving call quality and consistency.
Recommendations to others considering the product:
Our implementation period took far longer than anticipated, so keep that in mind. The biggest hiccup was the integration with Salesforce per our low license type for Support agents in SFDC. I might also recommend investing in custom reports or building out dashboards of your own in a BI tool, like we are in Tableau. I do really like the product, and it's incredibly easy on my agents.
Very useful, sound sometimes is distorted and I've tried multiple headsets.
What do you like best about the product?
Hands-free, and you don't have to use your personal number.
What do you dislike about the product?
Distorted sound (sometimes), I've had multiple headsets, earbuds, headphones that work fine otherwise, but TD will distort and displace the sound to 1 ear or the other. There are also different volumes when you're talking to people; your voice will be quiet when theirs is loud.
What problems is the product solving and how is that benefiting you?
I switched earbuds to a headset, It didn't solve everything, but I can move a mic closer to my mouth.
powerful yet simple platform that supports multiple service teams
What do you like best about the product?
The interface is super intuitive and easy to navigate. A new user doesn't need much if any training on the platform to figure out dashboards and reporting. I love how the platform integrates with Salesforce where we keep all of our customers' data points. Talkdesk often comes up with improvements to their product to keep making it better.
The knowledge base is great and I have been able to find many answers to my questions!
The flow functionality is also awesome and has enabled us to build in much needed automation!
The knowledge base is great and I have been able to find many answers to my questions!
The flow functionality is also awesome and has enabled us to build in much needed automation!
What do you dislike about the product?
I can't think of any downsides to this platform. It is leaps and bounds better than what we previously used. Very happy with Talkdesk and switching our service teams to use this software.
What problems is the product solving and how is that benefiting you?
We have created automation in the IVR. We also have given visibility to all users to listen to calls as a recording gets saved in Salesforce. Talkdesk has been a big game changer for us.
Recommendations to others considering the product:
Be sure to check out the reporting features. I especially love that most reports I could ever need are available out-of-the-box. Dashboards provide really good visuals to easily interprte the metrics.
The workflow functionality has also been critical in providing us with more autonomy and efficiency. We no longer have to manually update greetings for off hours or for holidays. This is preventing human mistakes and automating a process that was a burden.
I would also recommend looking into the integration with Salesforce if you use that platform. We get a ton of visibility by all teams from having call recordings accessible from Salesforce.
The workflow functionality has also been critical in providing us with more autonomy and efficiency. We no longer have to manually update greetings for off hours or for holidays. This is preventing human mistakes and automating a process that was a burden.
I would also recommend looking into the integration with Salesforce if you use that platform. We get a ton of visibility by all teams from having call recordings accessible from Salesforce.
its easy to work with and so far there are no issues of any kind
What do you like best about the product?
I like that it creates automatically a ticket
What do you dislike about the product?
I dont see downsides in using Talkdesk till now.
What problems is the product solving and how is that benefiting you?
Automatic ticket creation saves me time.
Also if the client is previously registered with the phone number I can easily see his contact history.
Also if the client is previously registered with the phone number I can easily see his contact history.
Easy to use!
What do you like best about the product?
Talkdesk is very intuitive and easy to use.
What do you dislike about the product?
Their integrations to other products sometimes are insufficient, however that's also not their main focus.
What problems is the product solving and how is that benefiting you?
24/7 Customer Care
TalkDesk is exactly what we need
What do you like best about the product?
Excellent product and their customer service is efficient, friendly and really seems to care about their customer and their product.
What do you dislike about the product?
Some of the recommended headphones don't work well. I need to connect with them about this.
What problems is the product solving and how is that benefiting you?
Customer Support. It is a straightforward system that is easy for employees to train. Also, we can use TalkDesk in multiple countries. This system allows us to connect with our users around the world.
Recommendations to others considering the product:
Just do it. TalkDesk is the best company I have utilized in customer support. Their product is above the rest, easy to use, and their customer service is fantastic. This company seriously cares about you and their product and it shows.
Talkdesk is great unless it goes down
What do you like best about the product?
I like the Live dashboard and the reporting ability.
What do you dislike about the product?
I would like a better way to track missed calls and pull metrics on them. When Talkdesk goes down you can't call their support because they use Talkdesk too.
What problems is the product solving and how is that benefiting you?
It integrates well with Salesforce and has good customer support.
Recommendations to others considering the product:
Speak with one of their wonderful representatives and decide if you will need to use it on mobile phones as well before deciding the package you need.
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