Talkdesk

What do you like best about the product?

The integration with our other platforms

What do you dislike about the product?

I don't like the amount of steps it takes to delete conversations and not being able to delete multiple conversations at once.

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

One of the main benefits of using Talkdesk is the co-pilot feature, which is especially helpful when it’s hard to hear customers clearly or fully understand what they’re saying.

What do you like best about the product?

I like the simpleness and find it very convenient. It's very easy to help customers through chat and email and easy to solve tickets. The initial setup is very easy.

What do you dislike about the product?

I find that it sometimes takes a while to load when I log in, taking like 30 seconds.

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

Talkdesk helps me assist customers daily, making it very easy to help customers through chat and email and solve tickets conveniently.

What do you like best about the product?

The thing I like most about Taldesk is that I am able to communicate with customers via text when I need photos or videos to further understand issues that are not able to be determined via phone call. This allows you to do further troubleshooting and have better understanding of any issues being discussed. In turn I am also able to drag and drop over files to them myself to help with step by step instructions or show example photos. Thus saves multiple steps and allows me to work more efficiently.

What do you dislike about the product?

The thing I dislike about Talkdesk is some files cannot be uploaded due to file size. I then cannot use the drag and drop feature and must take snip it photos to send the files. This downside takes away from using my time most efficiently as it slows my work down some by having to do this.

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

Before being able to incorporate the ability to take incoming chats to help customers with their issues while they are unable to call in, we were unable to assist at the convenience of our customers. However, now that they are able to chat instead of call, we are able to provide a higher quality of customer service and convenience. It also increases our ability to multitask. This benefits us by being able to work more efficiently on our end and meet the needs on the customers end.

What do you like best about the product?

I appreciate the ease of use and navigation through Talkdesk, which makes it simple to access different features, such as pulling up prior phone calls or monitoring team activities. The live view is particularly useful for keeping an eye on technicians and ensuring they are in the ready status to accept calls. These features make my job easier as I can do everything from one system, including answering the phone and reviewing calls. The new AI features that provide call transcripts are also valuable, as they make it easier to review discussions without listening to the entire call. Additionally, the initial setup was pretty easy and seamless, despite a short learning curve, and we adjusted quickly.

What do you dislike about the product?

I find it frustrating that searching for a phone number requires exact input without certain characters. If I don't input it exactly right or include a period, I get no results. Removing just one symbol can change the results, so it'd be great if it could still pull up results even with extra characters like periods or spaces.

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

Talkdesk consolidates phone calls into one queue for timely responses and uses AI transcripts for easier review. The system's ease of use and live view enhances my efficiency by allowing tracking of team status and accessing prior calls without hassle.

What do you like best about the product?

I thoroughly enjoy the CTI connection making it easy to find customer accounts. I also enjoy the CoPilot AI as it makes it easier to distinguish when customer spell names and addresses or when I simply misheard a customer.

What do you dislike about the product?

I dislike that you can only see the previous conversation transcript for only the 30 sec after call time period. I wish we were able to access the transcripts for a longer period of time

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

TalkDesk is currently solving the issues of outages that we have been experiencing this week and has been causing issues for our KPI goals.

What do you like best about the product?

I really enjoy the copilot feature. It really helps me to understand the customer's situation more clearly as I can go back and review the chat transcript. I also feel like it improves my work performance as I can also look through our own research files in the case I forgot to go over a troubleshooting step.

What do you dislike about the product?

I am not very keen on the way the conversation tab is set up. I find it very hard to search for messages when I am looking for a certain conversation. It would be very helpful to include some sort of search bar I can use to search up specific key words or customer phone numbers if we've chatted before. It is not very reliable when I get a call from a customer and they mentioned we have chatted before and I am unable to search our conversation.

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

I really enjoy the use of the AI feature on the Live Chat part of TalkDesk. It is helping solve any language barriers I encounter with customers as it allows me to converse with the customer in any language. For instance, I had a Portuguese speaking customer come into Live Chat once, and I was able to assist them with the Ai feature as I could send the troubleshooting steps in their language. It has also saved me time from having to transfer the customer to another colleague who could speak their language.

What do you like best about the product?

Caller ID and texting are helpful with retrieving infomration.

What do you dislike about the product?

I cannot change the ringtones on my settings

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

Bugs -- talkdesk has been very quick to resolve this.

What do you like best about the product?

The text and video features have been very helpful, making customer communication much easier.

What do you dislike about the product?

I don’t like that it opens multiple windows. The main window is also sometimes slow to load—especially on Mondays.

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

They're solving the issues with SAP; it doesn't always load

What do you like best about the product?

I like the AI notes for when I'm busy on a long call and may not have kept all the key parts of the call

What do you dislike about the product?

after so many cases it starts to slow down.

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

none

What do you like best about the product?

I think the AI is so helpful to the agents. I also like how scheduling, forecasting, quality ....it's all in one program.

What do you dislike about the product?

When we first started using Talkdesk we were told everything was going to be done from Talkdesk I would love to see more integrations. We still use several different programs.

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

Before utilizing Talkdesk our agents were consistently having to go into after call work to wrap up cases and take their notes. It really hurt efficiency. Once the agents got comfortable with utilizing the AI tools all work is done on the calls.