Talkdesk Express
TalkdeskReviews from AWS customer
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Good UI, easy to use, works well
What do you like best about the product?
the user interface is easy to use and understand
What do you dislike about the product?
Nothing I can think of so far, it's been good to use.
What problems is the product solving and how is that benefiting you?
calling customers that have abandoned or haven't used our product
Helped Scale Our Contact Center
What do you like best about the product?
I love the call data and agent tracking that Talkdesk provides. Makes it very easy to see how we are doing as a company and as a team.
What do you dislike about the product?
Pulling reports for a specific phone number can be a bit time consuming.
What problems is the product solving and how is that benefiting you?
It is so easy to track live call stats that I don't have to worry about that aspect anymore. I can focus on the other data and dive deeper in to agent-specific numbers.
Recommendations to others considering the product:
Everyone I've worked with at Talkdesk has been extremely nice. We receive the help we need very quickly. The platform is very easy to use and the reporting tools are very helpful and insightful. We are able to make business decisions based on the data supplied by the Talkdesk reporting features.
Talkdesk; A trial run
What do you like best about the product?
I like that you can very simply and easily record a disposition after the call is completed for your records. Our last phone system did not have this option, so we had to log everything in a spreadsheet.
What do you dislike about the product?
I do NOT like that there is no option to put a caller on hold and then transfer them from the hold. Right now we have to mute the call, then transfer, so if there is anything we have to do before transferring the call, the caller is only muted with no hold music. I also do not like that you cannot search a number from your keypad in your favorites.
What problems is the product solving and how is that benefiting you?
More organized with caller dispositions, i like that you can review and resolve voicemails
Recommendations to others considering the product:
It would be extremely helpful to be able to put a customer on hold and transfer from that hold. We would also love to be able to filter calls by disposition.
Ease of Use, Implementation & Meaningful Reporting
What do you like best about the product?
The ease of implementation and overall product usability. The Call Tree Designer is quite impressive, it can be as simple or as complex as you want it to be. Many times we've tested a number of products that always fell short when it came to implementing changes after the initial PS engagement was done. To us using TalkDesk, it takes us just a few minutes to implement changes including reporting on downtime, product problems, availability or any changes we might have on from a Support standpoint. Additionally, since TalkDesk offers a large selection of training material, our Agents were up and running in no time.
What do you dislike about the product?
The integrations between Zendesk and TalkDesk need to be more straightforward. Currently, the UI for integrations is not particularly intuitive and leaves a lot of junior administrators with a lot of guesses and needing to contact TalkDesk Support more often.
Additionally, I feel like the Support Agents at Zendesk need to be empowered more to have better visibility into logging to be able to provide first respond resolutions. Many times we've used the platform and we need to wait several days before we get a proper response.
Additionally, I feel like the Support Agents at Zendesk need to be empowered more to have better visibility into logging to be able to provide first respond resolutions. Many times we've used the platform and we need to wait several days before we get a proper response.
What problems is the product solving and how is that benefiting you?
Visibility into tracking Agent times & their availability as well as ease of a number of integrations. The ease of case creation and categorization was an added benefit that we didn't know we were gaining with TalkDesk. Additionally, we're feature proofing ourselves, since TalkDesk also integrates with many other Contact Center Options, meaning as we scale, we don't need to worry about replacing more tools. We're also able to offer our customers several ways they can reach out to us, especially as more and more people become more use to working with contact centers.
Recommendations to others considering the product:
Read the contract. Make sure you agree to everything before signing.
Easy set up, great onboarding team, and awesome services!
What do you like best about the product?
I love having one system to log into. I don't have to log into multiple places to find all of our customer service data. The omnichannel solution has so much potential and is what attracted us to TD in the first place.
What do you dislike about the product?
Being that the omnichannel solution is a new feature of TD we had some issues with configuring notifications - But once we were able to get those resolved the rest has been a breeze.
What problems is the product solving and how is that benefiting you?
Our team uses TD for all of our customer service solutions. We are able to receive and reply to website chats, answer phone calls, and reply to inquiries all from one login and one application.
Recommendations to others considering the product:
Great solution for any call center/customer service center.
Fairly Consistent
What do you like best about the product?
Ease of use for the team. Doesn't take too long to get people up to speed on how to use the platform.
What do you dislike about the product?
We have connectivity issues about 1-2 a month. Reporting could be much better, especially around connected calls. Having voicemails count has connects, makes the data very confusing and worthless.
What problems is the product solving and how is that benefiting you?
Ease of remote workers.
Recommendations to others considering the product:
If you need detailed reporting, this may limit you.
Good for credit card redaction
What do you like best about the product?
Ability to integrate with Observe AI for credit card redaction on phone calls.
What do you dislike about the product?
I wish it integrated with our Shopify/Recharge checkouts to do the credit card redaction without needing Observe AI. It's also a little expensive and they don't offer a month to month plan. Whenever we need something troubleshooted, we have to pull the callsid instead of just the phone number. Talkdesk Studio is complex to setup so we're staying on Legacy for now.
What problems is the product solving and how is that benefiting you?
Ownership of data (migrated from BPO's on premise PBX) and proper staffing.
Recommendations to others considering the product:
If you sell subscriptions on Recharge, the credit card redaction will not work from checkout. Observe AI will be required.
It works
What do you like best about the product?
I love the call bar option. It makes it simple to just answer the calls.
What do you dislike about the product?
I wish there was a call bar for the chat area.
What problems is the product solving and how is that benefiting you?
Compared to our previous program, this works much better. It's less complicated, and pretty straight forward. Ease of use is awesome.
We are able to grow now and have confidence in our systems.
What do you like best about the product?
The reporting capability and call flow features.
What do you dislike about the product?
The call flow interface can be confusing.
What problems is the product solving and how is that benefiting you?
We are able to staff appropriately now with accurate reporting.
Recommendations to others considering the product:
Make sure you have a dedicated person that understands the system and knows what features to look for when implementing. There are a lot of features that you may not know about or understand how to use at first.
Reporting is excellent!
What do you like best about the product?
Talkdesk has allowed us to understand the types of callers we are getting in a way that our previous contact center software was unable to, especially with the disposition reporting.
What do you dislike about the product?
Our only issue is that we cannot hold and transfer, or essentially, complete a true warm transfer. You can only transfer while not having the customer on hold, and the minutes that exist on the phone call after transferring still are charged against us.
What problems is the product solving and how is that benefiting you?
We are able to understand the types of callers we receive much more clearly, have a lot more transparency in agent statuses, and access to more accurate analytics and track our service standards in a more detailed way than ever before.
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