I have used TalkDesk for approximately seven to eight months. I use TalkDesk to manage my communications with my clients by unifying voice, SMS, chat, email, and all social media messages within a single interface. Additionally, I use it because it has AI and automation that helps me act as an artificial intelligence virtual assistant, which assists me in handling customer requests across both voice and digital channels. It also provides real-time and AI assistance to our live agents, such as the next-best action.
Talkdesk
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Streamlined Customer Service with Talkdesk
What do you like best about the product?
I use Talkdesk to handle customer service calls and emails in one location, which helps me maintain organization and facilitates prompt responses. It eliminates the hassle of managing client calls across several platforms by consolidating everything in one place. I enjoy how simple it is to use and how everything is available from a single dashboard. The call routing and reporting tools save time and make the team more productive. The integrations with Salesforce and Zendesk enable us to operate more quickly without switching between platforms. Moving to Talkdesk made scaling and supporting remote work significantly simpler. The initial setup didn't take long, and our staff was able to rapidly start using it because most of the configuration was straightforward.
What do you dislike about the product?
Certain functions require some time to get used to and feel a little complicated at first. Additionally, certain sophisticated features that could be more versatile are locked behind increased pricing.
What problems is the product solving and how is that benefiting you?
I use Talkdesk to handle customer calls and emails in one place, eliminating the hassle of multiple platforms. It reduces wait times, simplifies team performance monitoring, and the dashboard and reporting tools boost productivity.
Reliable cloud calling platform that scales well for growing support teams!!
What do you like best about the product?
I like how stable the calling quality is even during peak hours when our support volume goes high. The setup was faster than expected and agents were able to start taking calls without heavy training. Call routing and IVR flows are flexible and easy to adjust as business needs change. Real time dashboards help supervisors see what is happening on the floor without digging through reports.
What do you dislike about the product?
Some advanced settings are not very intuitive at first and need time to understand. Pricing can feel high when you start adding more features and users.
What problems is the product solving and how is that benefiting you?
Talkdesk solved our problem of managing inbound and outbound calls from multiple locations. Earlier we had limited visibility on agent performance and call quality. Now calls are centralized recordings are easy to access and reporting helps us improve response time and customer satisfaction. It also reduced dependency on local hardware which made operations smoother.
Unified channels have simplified customer support and now need more responsive assistance
What is our primary use case?
What is most valuable?
The best features TalkDesk offers include the unification of messages through omnichannel support, which allows me to combine all messages from voice calls, SMS, chats, email, and social media onto a single platform. I also utilize the AI features for immediate customer support with a virtual assistant to handle customers when our agents are offline, and it requires no coding, making it really easy to use.
The AI support specifically helps me save a lot of time as I only have to input and set it up; in case of any inquiries, it automatically provides feedback to customers needing help. Additionally, with the omnichannel feature, I don't need to log into all my social media handles or check my chats and emails separately, as I find everything in one place, which helps me become more efficient, save time, and stay organized.
What needs improvement?
TalkDesk is a good tool and I don't have any major needs for improvement. If I had to suggest anything, it might be to reduce the pricing, but it is fair overall.
Regarding needed improvements, while I find the customer support team generally effective, I notice it can be less responsive during certain hours, especially when their agents are offline, making communication difficult. However, I don't have many missing features to recommend adding; all my needs are covered, and it integrates well with tools such as Zendesk and Microsoft Teams.
For how long have I used the solution?
I have been working in my current field for approximately one to two years.
What do I think about the stability of the solution?
TalkDesk is very stable.
What do I think about the scalability of the solution?
The scalability of TalkDesk is not bad; it caters to all our needs as the IT team and facilitates communication with our clients and within the organization.
How are customer service and support?
Customer support is generally good; however, I find it less responsive at certain hours of the day. Overall, I would rate it a seven out of ten.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
I did not use any different solution before.
How was the initial setup?
I would rate TalkDesk a seven out of ten on a scale of one to ten.
What was our ROI?
I have not really sat down to get the exact metrics on return on investment, but I can say that in terms of time, it helps us save a lot because of the automation and unification.
What's my experience with pricing, setup cost, and licensing?
Regarding pricing, I find it not bad, and while I don't know the specifics of setup cost and licensing since I'm not part of the financial team that purchases the software, I would say generally that the pricing is fair and the setup is also not bad.
Which other solutions did I evaluate?
I didn't evaluate other options before choosing TalkDesk as it was selected by my IT team; my IT head suggested TalkDesk, and I'm not sure what considerations they took, but it has proven to be a good tool for me.
What other advice do I have?
I would highly recommend TalkDesk because it is a good tool that simplifies work, provides analytics, and saves time, generating a good return on investment; it is excellent for communication and integration. I don't have much else to add; it is a good tool that I recommend for anyone looking to enhance customer experience or automation, featuring agentic AI that helps automate customer responses and save time. I give this product a rating of seven out of ten.
Effortless UX, Reliable Performance
What do you like best about the product?
I use Talkdesk to handle daily customer support calls and keep conversations organized in one place. I like how easy it is to use, even for new agents getting started. I really like how smoothly calls connect and how stable the system is overall. The setup was straightforward and didn’t take much time at all.
What do you dislike about the product?
Sometimes the interface feels a bit slow when handling lots of calls at once.
What problems is the product solving and how is that benefiting you?
I use Talkdesk to handle daily customer support calls, reducing missed calls and keeping conversations organized in one place.
Intuitive Interface That Boosts Team Productivity
What do you like best about the product?
User-friendly interface – It’s intuitive and easy to learn, which helps teams get productive quickly without heavy training.
What do you dislike about the product?
Reporting can be complex – While powerful, some reports require deeper configuration and aren’t always intuitive for new users
What problems is the product solving and how is that benefiting you?
Talkdesk uses skills-based routing and intelligent IVR to make sure customers are connected with the right agent quickly, reducing frustration and handle time.
Exceptional AI-Powered Contact Center for Seamless Customer Support
What do you like best about the product?
We use Talkdesk for bettering our customer service and support and it has been working well. It is a great auto dialer and works amazing well as a contact center and we always leverage on AI to ensures fast and reliable customer support.
It comes with amazing AI Voice Assistants that helps in handling repetitive customer care tasks such as queries and it auto directs customers to the right agents depending on the issues.
With the tool, we also improve agent performance thanks to features such as knowledge base and ease of recording and analyzing calls provides agents with right suggestions to help customers.
It comes with amazing AI Voice Assistants that helps in handling repetitive customer care tasks such as queries and it auto directs customers to the right agents depending on the issues.
With the tool, we also improve agent performance thanks to features such as knowledge base and ease of recording and analyzing calls provides agents with right suggestions to help customers.
What do you dislike about the product?
Using is Talkdesk is straightforward and it has all the features we need in place. No malfunctioning to report.
What problems is the product solving and how is that benefiting you?
We use Talkdesk to better and improve customer support and it has awesomely delivered. It offers amazing AI features and coupled with the customer service automation, we have greatly improved our customer support and this leads to customer satisfaction.
Effortless Call Management with Powerful AI Features
What do you like best about the product?
I love the new AI features that have been put through on Talkdesk. It's very user-friendly, and there's hardly any issues, glitches, or bugs. The platform is easy to use, which makes it simple to get through a lot more quality scores.
What do you dislike about the product?
I think we could improve maybe the visibility in terms of the reporting side of things. Maybe include a few graphs when it comes to reporting.
What problems is the product solving and how is that benefiting you?
Talkdesk helps collect data from customer calls, includes call recordings, quality scores, and call reporting. It streamlines the process for doing quality checks and creating forms.
Nimble, Configurable, and Easy to Deploy
What do you like best about the product?
A very nimble configurable product that is easy to deploy
What do you dislike about the product?
Took a little longer than expected to launch
What problems is the product solving and how is that benefiting you?
Contact center as a platform that sits in the cloud
Helps our support team handle calls more smoothly without complex setup
What do you like best about the product?
I like how Talkdesk brings calls, queues, and agent activity into one clear dashboard. Setting up call routing and business hours was easier than I expected, and the interface feels modern compared to older call center tools. The real-time dashboards help supervisors see what's happening during busy hours, and agents can quickly check call history and notes while talking to customers. Call quality has been consistent, even with remote team members.
What do you dislike about the product?
Some advanced configuration take time to understand, especially when setting up complex call flows. Reports are useful, but customizing them can feel a bit rigid. There are also many features, so new users may need short training to get comfortable.
What problems is the product solving and how is that benefiting you?
Talkdesk replaced our older phone system that lacked visibility and flexibility. Now we can manage inbound and outbound calls in one place, track agent performance, and adjust queues based on demand. It has reduced missed calls and improved response times. Overall, it helps our support team stay organized and deliver more consistent customer service.
Talkdesk, an effective and advanced digital service to improve your customers' business experience.
What do you like best about the product?
Talkdesk is an amazing digital service that facilitates the automation of processes and operations related to the commercial experience of all your customers, improving the reputation of the services and products offered by your business.
I can also say that Talkdesk allows you to solve your customers' problems in an effective automated way, responding to their requests and technical requirements.
I can also say that Talkdesk allows you to solve your customers' problems in an effective automated way, responding to their requests and technical requirements.
What do you dislike about the product?
I have not had any problems with Talkdesk's digital features and tools, I think it is a top quality business service.
What problems is the product solving and how is that benefiting you?
Talkdesk has allowed me to solve the problems and requirements of all my business's customers, facilitating their service and improving their commercial experience with its advanced and innovative digital features.
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