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Solved my call center problems
What do you like best about the product?
Talkdesk solved my team's issues with being able to reliably work from home and get call center calls. We were using a traditional phone provider previously that did not allow us to do this.
What do you dislike about the product?
The setup | configuration interface is a little bit confusing initially. I wish they had a standalone desktop app as opposed to living entirely inside the browser or that they would at least find a way to set different sound input/output for td as opposed to other tools being used on the machine.
What problems is the product solving and how is that benefiting you?
Business problems are reliable work from home, office, or remote capabilities for my team who was struggling. The reporting is also really helping us understand more about our callers.
Recommendations to others considering the product:
Use the customization to its full potential, there's a lot they can do!
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Talkdesk Review
What do you like best about the product?
Ease of communicating with customers and team members.
What do you dislike about the product?
Not being able to edit hyperlinks in messages.
What problems is the product solving and how is that benefiting you?
Solving day to day issues and answering questions as well as bringing in new business.
Very good phone quality
What do you like best about the product?
I really like the phone quality. When I go back and listen to my recorded phone conversations, the quality is crisp. It doesn't sound like I'm using an Internet phone service.
What do you dislike about the product?
It has its occasional hiccups and bugs when it goes down momentarily, for example, or sometimes will leave you on "After Call Work," or whatever your company has assigned for you to use after a call is over before going available again. But, other than that, the quality is really good.
What problems is the product solving and how is that benefiting you?
We are a company whose team consists of customer support that works all over the U.S. This helps us take calls and even transfer calls to one another seamlessly.
Internet Phone
What do you like best about the product?
I love not having a phone on my desk. I like that everything is digital - especially the voicemail which is easy to forward to another co-worker
What do you dislike about the product?
There are times when I miss phone calls because the system thinks I'm not available
What problems is the product solving and how is that benefiting you?
I don't use the phone that much, so not having one take up room on my desk is great!
TalkDesk A+
What do you like best about the product?
For those of you who are unfamiliar with TalkDesk, you can use the product to connect with your customers in real time and increase customer satisfaction and loyalty. If you've ever used any sort of outsourcing for customer interactions, you'll know that it can be pricy and ineffective, but with Talkdesk, you will enjoy all the benefits of enterprise call center software, without all the complexity.
What do you dislike about the product?
It's still a relatively new company, and they're still branding themselves, but I think the company is heading in the right direction. The team there is quick to answer any problems that occur and are very easy to work with.
What problems is the product solving and how is that benefiting you?
We switched from another outsourced company to TalkDesk about a year ago and we've seen a huge increase in customer retention and a decrease in customer complaints.
Recommendations to others considering the product:
They're a great company to work with as they really spend time getting to know your business and your problems with your current vendor. They go out of their way to provide excellent customer service.
Powerful Tool, Works Sometimes
What do you like best about the product?
The recording features, and Integrations were very helpful. It's connections to help scout and Salesforce help SOOOO much promise. Never had dropped calls, and the CRM type features are great.
What do you dislike about the product?
The integrations rarely worked automatically, and often time calls had to be tagged and moved manually. There also was an odd delay on the calls that was about a second or longer. The solution that Talk Desk suggested required us to do massive adjustments to our internal setup, and it was frustrating.
What problems is the product solving and how is that benefiting you?
Having calls recorded was nice, but served very little real world benefit. It just felt creepy by our team and customers. The integrations would be nice, but they hardly worked.
All that being said, their team was responsive and helpful, even though their solutions ultimately didn't solve most our issues.
All that being said, their team was responsive and helpful, even though their solutions ultimately didn't solve most our issues.
Recommendations to others considering the product:
Try it out for a demo period, don't jump in with both feet at once.
TalkDesk Is Pretty Cool
What do you like best about the product?
I love how it records your conversations! This is perfect for training purposes. Before we had to use another software paired with our current software to record conversations. That was a pain and half the time it didn't work. TalkDesk is pretty easy to use and that's awesome for our team :) We have also eliminated our issue of dropped calls!
This product also integrates with our support software and CRM! We use HelpScout and Salesforce.
There support team is great!
This product also integrates with our support software and CRM! We use HelpScout and Salesforce.
There support team is great!
What do you dislike about the product?
The integrations aren't super consistent. Often they couldn't find clients in our CRM or couldn't even connect. This is a bummer as we were looking forward to using the software in tandem to our other softwares.
The recorded messages auto populate into our support software, but don't come over with the clients contact information or any personal information. Our team has to manually find the person who did the call and have them fill out the contact info for who they talked to. This is kind of a pain to our workflow.
The product is also much more expensive than the software we were using.
The recorded messages auto populate into our support software, but don't come over with the clients contact information or any personal information. Our team has to manually find the person who did the call and have them fill out the contact info for who they talked to. This is kind of a pain to our workflow.
The product is also much more expensive than the software we were using.
What problems is the product solving and how is that benefiting you?
We are solving the issue of dropped calls! Our other program would frequently drop calls and during a call have terrible feedback/background noise. Talkdesk has tremendously helped in that area.
We also have training material for new reps on our team. They can review those golden conversations that our veteran team has with clients.
We also have training material for new reps on our team. They can review those golden conversations that our veteran team has with clients.
Recommendations to others considering the product:
Do note that Talkdesk is much more expensive than Ring Central. This is why our team did not full implement the software. The integration aspect is alright, but not yet seamless.
Not sure it is better than Google Voice
What do you like best about the product?
I like that it keeps all of my calls in one place, so I can go listen to my voicemails anywhere
What do you dislike about the product?
If a number is blocked, it will list all blocked calls as being from the same person. You won't know until you try to call it back.
What problems is the product solving and how is that benefiting you?
You can't get Google Voice to give you new phone numbers anymore, but we were able to import our old number from Google Voice to TalkDesk, so we at least kept the same number!
Easy to use fully integrated Salesforce Calling Software
What do you like best about the product?
Talkdesk is great software that makes the calling process and integration with Salesforce really easy. With the easy click to call we are easily able to navigate salesforce and make the necessary calls. The software easily integrates with many different tools and provides great call reporting and monitoring.
What do you dislike about the product?
The main issue we have is the lack of ability to call and log call on an account in Salesforce. (only contact or lead is available).
There is a downside in having the platform opened in a different tab. It would be great if it could be directly integrated into salesforce (maybe app or visual force).
There is a downside in having the platform opened in a different tab. It would be great if it could be directly integrated into salesforce (maybe app or visual force).
What problems is the product solving and how is that benefiting you?
We are using this software as our primary calling software for our CS and Sales team. The greatest benefits include reporting.
Great call center solution for distributed companies
What do you like best about the product?
The ability for my agents to be able to field calls from any of our offices or even from home. We're a distributed company with offices in multiple locations and Sales agents who work remotely. Talkdesk gives us the flexibility to route calls anywhere my agents are and I don't have to put in the traditional expensive enterprise phone systems.
What do you dislike about the product?
Still lack a few features that a traditional enterprise PBX/IVR system has but it keeps getting better by the day and they're quickly closing those gaps.
Example:
- No skills based routing within a group.
- Ability to make outbound calls when using external phone (only works when making calls via browser)
Example:
- No skills based routing within a group.
- Ability to make outbound calls when using external phone (only works when making calls via browser)
What problems is the product solving and how is that benefiting you?
Needed a cost effective solution for Customer Support Call center and Inbound Sales lines that could handle agents at 4 offices in two countries along with remote workers. We've been able to realize a number of benefits:
- During major snow storms our agents were able field calls from home when unable to safely get to the office.
- During a power outage at one office the other offices were able to absorb the workload so customers did not notice.
- Sales agents can field calls and get voicemails via email when on the road.
- During major snow storms our agents were able field calls from home when unable to safely get to the office.
- During a power outage at one office the other offices were able to absorb the workload so customers did not notice.
- Sales agents can field calls and get voicemails via email when on the road.
Recommendations to others considering the product:
Would definitely recommend it.
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