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Quick and powerful solution to implement for the integration of AI tools
What do you like best about the product?
Simplicity of use and creation of routing paths. Integration of AI modules into the customer experience and the agent console.
What do you dislike about the product?
ability to improve on real-time report creation (number of indicators)
What problems is the product solving and how is that benefiting you?
issues of effective call distribution across agent groups. Accelerate 1st call resolution through the use of the Agent copilot
- Mark review as helpful
Omnichannel Support, Data Driven AI, Full of Capabilities
What do you like best about the product?
I love how many capabilities there are, I started out in Talkdesk as a front end user and there was a bit of an adjustment phase. However, once you start diving in you can see how helpful the tools can be. Having AI help you while on calls is really beneficial to customer support and I feel like it gives the agents more confidence while on calls.
I am currently spending my time reviewing and teaching our AI Chat Bot. The options on the back end are endless. As technical as it seems, I picked up everything I needed to know about teaching the bot fairly quick, and no I have never worked with systems or AI.
I am currently spending my time reviewing and teaching our AI Chat Bot. The options on the back end are endless. As technical as it seems, I picked up everything I needed to know about teaching the bot fairly quick, and no I have never worked with systems or AI.
What do you dislike about the product?
I dislike having only 1500 characters to tell the chatbot everything she needs to be, I feel like there are corners I am cutting while trying to teach her. I also find it frustrating that we can't have the bot escalate customers to the agents after hours.
What problems is the product solving and how is that benefiting you?
I think that talkdesk is solving our excess calls with product questions and subscription inquiries. By using Hannah (AI Chatbot) on the website customers are finding the answers they are needing and are being helped. This is benefiting me by reducing the amount of inbound phone calls, which in turn is benefiting our customers by lowering the time they are waiting to be helped.
Very easy and efficient
What do you like best about the product?
What I like best about Talkdesk is the new AI macros—they’ve really streamlined our workflow and saved time on repetitive tasks. I also appreciate how user-friendly the platform is, which makes training and navigation easy. It’s a great tool for keeping track of cases efficiently and staying organized throughout the day. It’s made a big difference!
What do you dislike about the product?
I don’t have many negatives to say about Talkdesk—it’s been a great tool overall. If I had to point out something, it would be that cases don’t always link together when a customer calls multiple times on the same day. It would be helpful if those interactions automatically connected for better case tracking and continuity.
What problems is the product solving and how is that benefiting you?
Talkdesk helps streamline my daily customer support calls by efficiently managing inbound calls and automatically creating cases. It keeps everything organized in one place, which saves time and reduces manual work. The integration and case-tracking features help me stay on top of customer issues and provide more consistent, accurate support.
Talk Desk keeps all the tools necessary for a successful day readily available!
What do you like best about the product?
Unique features and extremely user friendly.
What do you dislike about the product?
Somewhat slow loading processes with the AI feature.
What problems is the product solving and how is that benefiting you?
Generating customer conversations, makes taking notes easy. As well as reflecting back on conversations without having to listen to a call.
The Evolution of Talkdesk
What do you like best about the product?
What I like best about Talkdesk is the AI aspect and its ability to learn and adapt whether it's our company's work flow, spellings of names, price details, etc. Using this platform everyday definitely benefits its intelligence. Overtime, it integrates our company's knowledge with it's knowledge making our Customer Support role very efficient. I also like the AI tool to revamp our emails. It gives the company a more professional tone when interacting via email resulting in clarity. Talkdesk itself makes things more detailed yet simple. It allows me as a customer service representative to have a full, easy view and access of what our day will consist of and also how busy we are, etc. Copilot also has great features. It is exactly what its name is.. I'm the pilot of Talkdesk but when I am unsure or need assistance, I have my copilot. Using Talkdesk definitely helps execute our customer support position in numerous ways and also helps maintain the integrity of our company.
What do you dislike about the product?
Talkdesk has a few dislikes. There are times where AI will not generate the description of the call leading to wasted time and a lack of time to type out the expected detailed notes. When this occurs, if we do not type our detailed notes in time we are at risk of losing all our notes if the submission time runs out. The issue I run into most is the inability to send emails. Once this error occurs, we have to manually create the emails which again results in extra steps and wasted time.
What problems is the product solving and how is that benefiting you?
A few problems Talkdesk solves for us is efficiency and clarity on and after our calls. It provides a section for everything as it basically walks you through how to solve a case. It summarizes calls to the best of its ability which also helps verify information. We have access to see the words/ script of our phone interaction which again provides clarity because if we are unsure of what a customer says, we can always scroll to see.
Quick, efficient tool for Customer support!
What do you like best about the product?
Top tier call quality, with easy consult and transfer features are the best! The ai tools help us by putting key knowledge within reach at the optimum time in the live conversation! Interface is clean and powered by great AI tools on the back end!
What do you dislike about the product?
It would be much more helpful if the views were customer centric, rather than contact channel based. When helping Stephen, seeing all their calls, emails and ticket history together as the main view even when not inside an active call would make support more context aware, faster and improve efficiency to cut call times.
What problems is the product solving and how is that benefiting you?
Tracking customer sentiment during calls to ensure best results. Keeping customer history available and detailing call interactions.
Its a great program with a few bugs sometimes
What do you like best about the product?
Talk desk has organized my work and has made emailing customers easier for me. The AI dispositions are greatly helpful and I trust those they are very accurate and detailed in summing up conversations. I like being able to see what colleagues are working on what case it prevents us from needlessly repeating work. I use this everyday for work.
What do you dislike about the product?
When I was first using Talk desk I remember I would get confused on which tab I was in between conversations and cases, but I have gotten better about this. The title if cases sometimes has to be put in multiple times. Losing chats is an issue. If someone sends in a chat and closes it before I haver the chance to hit save then the case/chat is lost.
What problems is the product solving and how is that benefiting you?
organization is much better and helped us be able to go from using multiple programs to talk desk.
Adoptable environment
What do you like best about the product?
Capabilities to integrate in other Systems and applications
What do you dislike about the product?
When it comes to connection it requires a high latency of internet
What problems is the product solving and how is that benefiting you?
Training with the integration of systems
Most user friendly & state of the art call center
What do you like best about the product?
Studio flow designer has advanced features that allow us to customize our call customer experience to what we need in order to provide world-class customer experience. It is very easy to use. Everything we need our agents to do - we're able to do on TalkDesk - put customer on hold, transfer, make notes after a call, pull up Salesforce contact profile. We've got great support from the success & support team as well.
What do you dislike about the product?
Some limitations with reporting; reports lag a lot hindering us to rely on the TalkDesk reports more often
What problems is the product solving and how is that benefiting you?
Handling heavy call volume with minimal abandons, triaging calls
A game changer for customer and staff experience
What do you like best about the product?
TalkDesk allowed us to leverage a small sized call center within the non profit sector to meet big customer demand. We've leveraged our resources while improving our customer experience, being more efficient, providing more accurate information and resolving customer requests faster than ever. I love the insights and reporting it gives me as a leader to see and communicate our teams productivity while also giving qualitative and quantitative data to our organization to continuously improve!
What do you dislike about the product?
Learning how to modify, edit and update your own IVR can be intimidating at times but the TalkDesk support team provides ongoing support and advice whenever we need it.
What problems is the product solving and how is that benefiting you?
High call volumes with limited staffing resources allow us to work smarter with the people and tools and invest our money in other meaningful ways. This software allows us to get information to customers easily without sacrificing quality.
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