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Amazing software and very responsive team
What do you like best about the product?
I love being able to see all the information in one place. It is easy to customize my dashboard for how I want to see things without it changes it for others. Everything is labeled perfect so reports are easy to find as well.
What do you dislike about the product?
I would like to see the lower version for smaller companies have the same features. It would be great to have access to some of the cool tools.
What problems is the product solving and how is that benefiting you?
It really helps with keeping track of who we have logged in since we don't have WFM just yet. Also to see what status they are in, really helpful that we can create statuses as we need them. We realized we needed more than just phones, cases, offline.
Recommendations to others considering the product:
If you need a tool that is up 99% of the time for calls this is a perfect option. Also, it is super easy for new users and isn't so complex it needs an hour or more of training. Really great and fast response from their team as well when you have an issue!
Talkdesk has been a great tool for a remote workforce
What do you like best about the product?
Talkdesk is integrated with the Salesforce platform we use. This makes documenting phone calls into calls very seamless.
What do you dislike about the product?
Talkdesk has a lot of reports. So many that it is sometimes hard to find exactly what you are looking for.
What problems is the product solving and how is that benefiting you?
Talkdesk allows our remote workforce to take calls from customers anywhere! It also helps to organize their day with a variety of statuses.
Recommendations to others considering the product:
Talkdesk is ideal for a remote workforce
Very helpful!
What do you like best about the product?
I really like that you listen to all your past calls, you can easily sort through your past calls, and organize your voicemails effectively. I love the email notifications we get when we receive a voicemail, which is helpful when you're away from your desk.
What do you dislike about the product?
I dislike how you're unable to see your missed calls easily, and you can't see when you have a call coming in on your other line, when you're already on the phone.
What problems is the product solving and how is that benefiting you?
Talkdesk solves the problem of having teammates all over the world, and not having to memorize phone number! Benefits include the ability transfer calls to other individuals or ring groups easily, listening to your calls, and assigning voicemails to others.
Recommendations to others considering the product:
Know that it will take everyone awhile to understand how to use it, but once they do it's very beneficial. There is a learning curve.
Very expensive for extremely poor support and transition services
What do you like best about the product?
Talkdesk has a lot of features that we needed to replace our previous phone provider, Aircall. I love that we can set holiday messaging in advance for the entire year, so I never have to worry about setting a specific away message on our phones each time our office is closed. There are many additional training capabilities like conferencing in new hires into phone calls so that they can listen in, and we love that it integrates with Salesforce in a very customizable way. I also love that our team can transfer calls to a teammate's voicemail if they are away, and they can also transfer calls to external numbers like FedEx if we need to get a customer in touch with them about a shipping issue. While these features are a step up from Aircall, they are pretty standard now across the board.
What do you dislike about the product?
Talkdesk doesn't have a very public support option for phones, which is a bit odd to me as they are a phone company. During our onboarding process, we were paired with a great Customer Success Manager, but I feel like while we continue to improve our process, I'd love to chat through or bounce ideas off someone to go over the way we have our integrations setup.
Other feedback I have for the product right now would be to allow an easy way to enable/disable specific workflows. Right now, we have about 20 workflows that we've built for Salesforce, and to disable them, you have to click into each one individually and turn it off.
Given the poor support options and how expensive this tool is, we decided to move to a new provider. This process uncovered that we had been paying an extremely high cost for a phone number that wasn't operating the way were promised. They offered us no refund or solution, and even after troubleshooting the number remained non-operational. We are so disppointed in our experience with Talkdesk.
Other feedback I have for the product right now would be to allow an easy way to enable/disable specific workflows. Right now, we have about 20 workflows that we've built for Salesforce, and to disable them, you have to click into each one individually and turn it off.
Given the poor support options and how expensive this tool is, we decided to move to a new provider. This process uncovered that we had been paying an extremely high cost for a phone number that wasn't operating the way were promised. They offered us no refund or solution, and even after troubleshooting the number remained non-operational. We are so disppointed in our experience with Talkdesk.
What problems is the product solving and how is that benefiting you?
Talkdesk was an okay option for our team for a bit, but ultimately it was way more expensive than other providers for poor support and pretty standard features.
Recommendations to others considering the product:
We use personal extensions at our organization, but I think sometimes it might be easier to scale and configure your IVR if you just have each rep use their own number as opposed to an extension.
Simple yet detailed service
What do you like best about the product?
The ability to pull up my teams stats very simply.
What do you dislike about the product?
Talkdesk is a little bit overwhelming sometimes. I wish that it had a page where it explained the whole software
What problems is the product solving and how is that benefiting you?
I am solving my problems of being less organized. Talkdesk keeps me in check each week with its abilility to email me my teams stats
Talkdesk Usability
What do you like best about the product?
Talkdesk provides useful tools for monitoring Inbound/Outbound call activity as well as live monitoring of agent status
What do you dislike about the product?
The lack of a search function to filter out phone numbers when trying to listen to recordings.
What problems is the product solving and how is that benefiting you?
Talkdesk saves me time by providing detailed call/agent activity reports that I can adjust as needed.
Recommendations to others considering the product:
Make use of all the apps/sites that can be used along talkdesk. (ex.Zendesk)
The interface is very easy and basic. Easy to use and navigate.
What do you like best about the product?
Very reliable, and when the system goes down, it’s back up in no time.
What do you dislike about the product?
We were able to create a better reporting system with our old phone system. It isn't easy to get actual call center and agent data.
What problems is the product solving and how is that benefiting you?
We use the default reports to get agent-level data to manage and improve the team's answer rate.
Using Talkdesk as a DTC Customer Service Manager
What do you like best about the product?
The reporting system is great, easy to use, and very informational! Our CS reps say it's also very easy to understand the data given.
What do you dislike about the product?
When there are issues with the system, there is not always an immediate response from their IT team. We are not always sure if it is a Talkdesk Issue or with our CS reps (who work remotely) until about 15-20 minutes into knowing the issue. It affects our customer's experience.
What problems is the product solving and how is that benefiting you?
We did not have data at all prior to Talkdesk - it has been a great resource to use when pushing for additional support on our team that is both easy to understand and also contains many different data points.
Recommendations to others considering the product:
If you need a system that is easy for both your managers and team to learn and evaluate, this is a great tool!
Talkdesk Review
What do you like best about the product?
All the reports and the possible dashboards that you can create
What do you dislike about the product?
It is a bit hard to navigate since it has so much information it could be a bit more intuitive and to the point
What problems is the product solving and how is that benefiting you?
Real-time dashboards and monitoring are best
An extremely reliable partner
What do you like best about the product?
Their commitment to ensuring that our business needs are addressed is top-notch.
What do you dislike about the product?
They're swift to bring new features to market, and this can cause slower-paced companies some discomfort.
What problems is the product solving and how is that benefiting you?
We have agents working worldwide, and having everyone on Talkdesk's cloud solutions makes it trivial to manage and scale up our operations.
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