AI automation has reduced handling time and has improved support quality across channels
What is our primary use case?
TalkDesk is our primary omnichannel product, and it meets the needs of our customers as it allows AI integration as well as opening up lots of different types of channels for customers to receive communication from their customers.
Our team uses TalkDesk as our telephony system for our inbound contact center that handles technical support for our organization, where we were looking for a flexible platform that allowed us to seamlessly build a multi-tenant instance that worked for all of our various teams and clients, which TalkDesk provides.
TalkDesk allows our team to speak with our clients and customers effectively and seamlessly, and this is best used by our support staff to ensure our business needs are being addressed in a timely manner.
What is most valuable?
Some of the best features that TalkDesk offers are ease of use and customization, valuable training resources, responsive support, and also AI and automation capabilities, Agent Assist, and speech analytics and sentiment analysis.
All the features that I have mentioned make the biggest difference for our team, providing an intuitive interface allowing for easy navigation and customization options tailored to our collaboration needs.
TalkDesk has been really helpful in my organization as this tool has reduced average AHT from four minutes to two minutes, CSAT increased over thirty percent, and our QM team evaluates calls twenty percent faster.
Most of the changes that made it possible to reduce average AHT and increase CSAT are low-code or no-code, which lets us maneuver quickly when we need to implement changes or new features.
What needs improvement?
Reporting can take a long time to load, and the administration user interface can be unintuitive if you are not familiar with it, and it lacks bulk SMS capabilities.
The call update is not always accurate, and we can only see the actual number of calls we made the following day, so this should be improved.
For how long have I used the solution?
I have been using TalkDesk for five to six years.
How are customer service and support?
TalkDesk customer service receives a rating of five out of five.
How would you rate customer service and support?
What other advice do I have?
We are really satisfied as agents with TalkDesk because it helps us check how many inbound and outbound calls we have made so far, as an individual and also company-wide, and checks the calls of the whole team, and it is very user-friendly.
The advice I would give to others looking into using TalkDesk is that it is suited in every scenario, and the best part I love about TalkDesk is that it displays the customer information immediately, the moment a call comes in.
I have given this product an overall rating of nine out of ten.
Which deployment model are you using for this solution?
Hybrid Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Reliable and Intuitive, but Room for More Customization
What do you like best about the product?
I like how Talkdesk is reliable and easy to use. The call routing works well, and the interface is intuitive, which allows me to quickly access call information, recordings, and logs without slowing down my workflow. Its call routing, reporting, and integration features help streamline workflows and ensure customers are connected to the right resources quickly.
What do you dislike about the product?
While Talkdesk works well overall, there are occasional system slowdowns and minor connectivity issues. Some features could also be more customizable, and reporting can take time to load when handling large volumes of data.
What problems is the product solving and how is that benefiting you?
I use Talkdesk to efficiently manage high volumes of customer calls, ensuring correct routing and reducing missed or dropped calls. It provides visibility into call activity for quick issue resolution, streamlines workflows, and maintains service quality.
Smooth, Fair Experience That Just Works
What do you like best about the product?
The best thing is that it works smoothly and feels fair.
What do you dislike about the product?
I think their support system doesn’t work perfectly.
What problems is the product solving and how is that benefiting you?
That solved my client support problem.
Easy for Agents, Packed with Detailed Reports
What do you like best about the product?
The ease of use on the agent side and the possibility of having various detailed reports
What do you dislike about the product?
The fact that does not exist the italian version for some features, not italian telephone support, not easy to build a flow and manage it
What problems is the product solving and how is that benefiting you?
At the moment no problems
Effortless Use with Strong Analytics
What do you like best about the product?
I like that Talkdesk is easy to use, which is very important for me. I also appreciate its strong call analytics as it gives me clear insights into call volumes, wait times, and agent performance. Furthermore, I find the initial setup to be quite easy, and I would rate it an 8.
What do you dislike about the product?
It should offer more customizable analytics dashboard.
What problems is the product solving and how is that benefiting you?
Talkdesk streamlines customer communication and improves response time. Its strong call analytics provide clear insights into call volumes, wait times, and agent performance.
Automate the user experience for all your customers with Talkdesk's advanced features.
What do you like best about the product?
Talkdesk is a high quality technical platform that allows you to automate the user experience for all your customers to improve and meet all your business requirements.
I can also say that Talkdesk stands out for its advanced tools to modernize the services you offer to your entire customer base, allowing you to attract greater profits and business benefits.
What do you dislike about the product?
I have nothing bad to say about Talkdesk's digital work features and tools, my experience has been positive and professional and I can recommend using all of its virtual resources.
What problems is the product solving and how is that benefiting you?
As a user of Talkdesk's digital work tools and resources, I can say that I have managed to improve and modernize the commercial experience of all my business's customers by automating processes to respond favorably to all their professional requirements.
Talkdesk: Smarter Cloud Support for Teams
What do you like best about the product?
Talkdesk solves scattered customer support by bringing calls, chats, and tickets into one cloud platform. It improves response time, gives clear insights, and helps our team deliver faster, more personal support.
What do you dislike about the product?
The setup can feel complex at first, and some advanced features need training. Pricing is on the higher side, and occasional call quality issues happen when the internet is unstable.
What problems is the product solving and how is that benefiting you?
I like the easy-to-use dashboard, smart routing, and strong CRM integrations. Real-time analytics and AI tools help us handle calls better and keep customers satisfied every day.
Streamlined Customer Support with Talkdesk
What do you like best about the product?
I like Talkdesk for its ease of use and how it centralizes all aspects of customer support in one platform. The intuitive interface makes it simple for both new and experienced team members to navigate. I appreciate the automation features like intelligent call routing and workflow automation, which save a lot of time and reduce errors. The integration with our CRM system allows us to maintain a complete view of customer history, making it easier to provide personalized support. Additionally, the reporting and analytics tools are excellent, giving clear insights into team performance and customer interactions, which helps us continually improve our support. The initial setup was fairly straightforward, and the onboarding guides and support resources were helpful, making the overall setup process intuitive and user-friendly.
What do you dislike about the product?
Occasionally, the system can feel a bit slow during peak call times, which can be frustrating for agents handling high volumes. Some of the advanced features, like custom reporting or workflow automation, can also have a learning curve for new users. It would be great if Talkdesk offered more intuitive guidance or templates for these advanced features, as well as faster performance during busy periods.
What problems is the product solving and how is that benefiting you?
I use Talkdesk for managing customer support. It ensures no calls are missed, streamlines call routing, automates workflows, and provides reporting and analytics, improving response efficiency and satisfaction, and helps in providing personalized support.
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.
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.
