Talkdesk

What do you like best about the product?

I enjoy how easy it is to create macros for tickets as needed. I also like how our tickets are organized by type, whether they’ve been completed, and the last time we worked on a ticket or checked in with a customer about it.

What do you dislike about the product?

Some text in tickets can be harder to read in dark mode, although it’s very easy to switch back to light mode when needed.

What problems is the product solving and how is that benefiting you?

At previous companies where I didn’t use Talkdesk, taking ownership of tickets and customer concerns was much more manual. Having a single, high-level overview to monitor my ongoing tickets has been really helpful. I also appreciate being able to create custom views for higher-priority issues and receive notifications as tickets are updated.

What do you like best about the product?

I use Talkdesk at CCG and find it an easy tool to use that's not overly complicated. I appreciate that it has many add-ons, so we don't have to use multiple platforms to complete tasks. I love the new AI notation system that integrates with Zendesk; it's extremely helpful in summarizing our calls and texts, which saves time. The initial setup was extremely easy, with training and downloading only taking a few minutes. Additionally, it makes sharing our schedules with management simpler and allows us to live text/chat with customers, so we answer their questions faster.

What do you dislike about the product?

It frequently needs to be updated, and sometimes has technical issues, but it is not common.

What problems is the product solving and how is that benefiting you?

Talkdesk simplifies schedule sharing and enables fast customer communication through live text/chat. The AI notation system saves time by summarizing interactions, making performance reviews easier.

What do you like best about the product?

Performance-wise, it is easy to use for documenting customer concerns and actions/resolutions by the representative. It makes referring back to previous tickets more helpful. Especially since it connects to our Zendesk platform for interactions.

The AI summaries allow me to focus more on things that need documenting rather than needing to recap the whole call. The in-call transcriptions are helpful and limit the necessity for asking for repetition unless necessary.

What do you dislike about the product?

The auto summary of the disposition does not always land on the correct disposition. For example, not every call is an escalation. Minor, but when call/work volume is heavy, it is easy to overlook setting the correct disposition.

What problems is the product solving and how is that benefiting you?

The auto summary reduces the amount of information we need to include in our notes, which allows me to focus on other details for the interaction. This saves time and streamlines the process.

Previously, it was incumbent on the agent to document all the details so that anyone else reviewing it would know what the concern was and what actions the agent took.

In addition, previously, if we were not sure what the customer said, we had to ask for repetition, which could frustrate the customer. Now, we can vew the transcription before determining if we need them to repeat something.

What do you like best about the product?

I find Talkdesk to be a useful management tool, especially with schedule adherence reporting, which keeps my team aware of their time in offline states. The real-time notifications for breaks and meetings are really helpful to keep my team on track. The quality assurance tool makes it easy for me to review calls or messages in 1:1s. I like being able to create custom dashboards that provide the metrics I need most, and that these dashboards can be shared easily with teammates, giving a visual snapshot of performance. The performance management leaderboards are great too; they let team members check their own performance metrics and improve engagement as they get excited about their successes. The initial setup of Talkdesk was simple and straightforward.

What do you dislike about the product?

With schedule creation, I do wish there was not such a delay between creating a new schedule and when it actually updates to the system. It always seems to be between 24 and 48 hours later. I can change this manually, of course, but the ability for an immediate change to a base schedule would be great. I also wish breaks and lunches could be entered by exact time instead of time from or until shift beginning or end.

What problems is the product solving and how is that benefiting you?

Talkdesk helps me manage schedules and contact queues, monitor interactions, and track metrics in real-time. The notifications keep my team on track, improving service levels. I like creating custom dashboards to easily view and share performance metrics, enhancing engagement.

What do you like best about the product?

It has all in one functionality, with email and ticket look up.

What do you dislike about the product?

Learning curve is steep. User interface needs optimization. Would like private notes on tickets

What problems is the product solving and how is that benefiting you?

It manages all of our tickets in one spot. Helps organize and consolidate

What do you like best about the product?

What I like most about Talkdesk is how easy it is to manage customer conversations from multiple channels in one place. It keeps chats, emails, and customer information together, which makes it much easier to respond quickly without switching between different systems. I also appreciate that it's user-friendly and helps me stay organized throughout the day, allowing me to focus more on helping customers than navigating the software.

What do you dislike about the product?

One thing I dislike about Talkdesk is that it can occasionally be slow or lag when switching between conversations or loading customer information. There are also times when chats disconnect unexpectedly or the interface doesn't refresh right away, which can interrupt the workflow. Overall it's a solid platform, but improving performance and reliability would make the experience much smoother.

What problems is the product solving and how is that benefiting you?

Talkdesk helps centralize customer communication by bringing chats, emails, and other interactions into one platform. This makes it easier to keep track of conversations, access customer information quickly, and respond more efficiently. It has helped me stay organized, reduce response times, and provide a better overall experience for customers because I can manage multiple conversations without constantly switching between different tools.

What do you like best about the product?

It's very organized, and it's very easy to differentiate emails based on category and priority, making it easier to respond to the right emails at the right time. The integrations are vast, and the performance based on my experience has been smooth. As for onboarding, I found it easy to learn how to use and manage the system.

What do you dislike about the product?

We do get a lot of spam and marketing emails, if there is a way for those to be automatically filtered out, it could potentially save a considerable amount of time.

What problems is the product solving and how is that benefiting you?

Managing emails and responding to customers is 100x easier using talkdesk. Internal communications is also very smooth, and ensures no request remains forgotten or left behind.

What do you like best about the product?

the ability to see other tickets and keep track of customers details and calls

What do you dislike about the product?

takes alot of space and needs to be fully open on desktop

What problems is the product solving and how is that benefiting you?

ability to share details with team members in timely manner

What do you like best about the product?

Talkdesk has so many features that are helpful to our customer service department, including metrics, AI option, macros and more.

What do you dislike about the product?

Different features can sometimes be difficult to find. The Workforce management option is a great tool but it is very time consuming and there are no easy ways to adjust for certain things without redoing everything.

What problems is the product solving and how is that benefiting you?

Talkdesk is helping us track as much data as we can on who is calling our company and why. It also helps us track our customer service reps to see what areas we need to address with specific individuals.

What do you like best about the product?

Talkdesk has been an amazing resource for our Customer Service team. It lets us quickly review previous customer interactions, and the program is also easy to navigate. The translation tool is, by far, the most accurate and helpful translator I’ve used, and everything feels very well organized.

What do you dislike about the product?

I don’t have any dislikes about Talkdesk. In fact, I’ve recommended it to others because its performance has been so great.

What problems is the product solving and how is that benefiting you?

Translation and organization have been the two most beneficial functions for our Customer Service team. Being able to quickly pull up a customer’s previous call or chat, along with the notes showing what they were discussing, saves time on the next interaction and helps us provide better assistance. It’s also great to have translation, because it ensures we can communicate with a wide range of our client base and support them with all of their needs.