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Reliable tool
What do you like best about the product?
Talkdesk provide a variety of solution that can accommodate to mobile business
What do you dislike about the product?
Reporting can be improved. There is a limitation on the information one can have from their reporting tool
What problems is the product solving and how is that benefiting you?
It provides a steady and reliable solution. It does not mandate to have physical phone, and there technical support is very responsive.
Recommendations to others considering the product:
It does not need physical telephony equipment, which reduce installation costs and provide mobility
Talkdesk mobile app
What do you like best about the product?
I really like how I can take and answer calls from the app. It's been very convenient with this pandemic (COVID-19) and working from home.
What do you dislike about the product?
One of the only downsides/negatives is that sometimes the calls will drop or I'll experience call quality issues
What problems is the product solving and how is that benefiting you?
Being able to call customers without having to haul a phone around with me. It's also been nice to take/make calls from my computer
It could be better
What do you like best about the product?
I like the notification when I'm receiving a call.
What do you dislike about the product?
I don't like that it's a web app. If I accidentally close out (which happens often), I don't get notified I'm receiving a call. Also, there's very little customization on preferences. Like there's no way to change the ring tone or how we get notified.
What problems is the product solving and how is that benefiting you?
Not really sure what problems it has helped us solve
Talkdesk Review
What do you like best about the product?
Live Calls display and ability to control delegations for Real Time Reporting
What do you dislike about the product?
Nothing to dislike. Good user-friendly tool that has great reporting capabilities
What problems is the product solving and how is that benefiting you?
Customer calls and live reporting.
There's loads of information to be gleaned!
What do you like best about the product?
I like that we can search any form of information gathered from a customer and review past communications.
What do you dislike about the product?
I dislike the color scheme, could be a little more fun.
What problems is the product solving and how is that benefiting you?
Solving so many communication problems with talkdesk and the benefits come in dollar signs and smiling faces. : )
Recommendations to others considering the product:
We've had a clear idea of internal usage and upkeep of our talkdesk platform. We're proud to use it with as much ease of use! Our company uses Talk Desk for our publishing company call center! It's wonderful to feel connected while we're all at home all over the country. I would highly suggest using this program to any company looking for a polished and intuitive feel while getting all the information you need from co-workers.
Smooth experience!
What do you like best about the product?
How fast the sing in process is, you are logged in in seconds.
What do you dislike about the product?
The only downside would be how fast the battery drains when using the app.
What problems is the product solving and how is that benefiting you?
Trough this pandemic being able to be connected while using TalkDesk has being key for our business.
Recommendations to others considering the product:
Definitely using TalkDesk would be beneficia for your business. The app is highly practical.
Talkdesk is a user friendly and feature rich tool.
What do you like best about the product?
All features are in one platform. From reporting tools to calling features like history and call directory.
What do you dislike about the product?
Nothing to dislike. Call bar feature is the best option.
What problems is the product solving and how is that benefiting you?
Analyzing team performance easily without a need for much manual interference.
Reporting made easier by talkdesk, benefitting through time saving, easy analyzing team peformance.
Reporting made easier by talkdesk, benefitting through time saving, easy analyzing team peformance.
Would definitely recommend Talkdesk!
What do you like best about the product?
It's easy to transfer calls, I can listen and assign voice mails to my peers, the dashboard is updated in real-time.
What do you dislike about the product?
I cannot listen to the outbound calls (not sure if it's an account related setting).
What problems is the product solving and how is that benefiting you?
I can answer my calls from the call bar, avoiding the need to have one more browser tab.
An In-Depth Report System
What do you like best about the product?
The reporting system is one of the tools mostly used. Talkdesk has since improved by adding additional reports. The system has helped with monitoring agents, as we currently work from home. It has given insight into calls that agents have rejected and an agent's pickup rate. An agent's overall performance can view viewed by using the Call Report and the Agent Report. I would recommend using Talkdesk especially if your company monitors agents remotely.
Talkdesk also offers a Talkdesk Quality Management tool that can be used to improve your QA evaluations of our agents. The tool includes Speech Analytics and Screen Recording. My team is currently looking to have this added to improve our overall customer experience.
Talkdesk also offers a Talkdesk Quality Management tool that can be used to improve your QA evaluations of our agents. The tool includes Speech Analytics and Screen Recording. My team is currently looking to have this added to improve our overall customer experience.
What do you dislike about the product?
It would be nice to be able to customize the survey questions to properly gather impact on customer service provided by an agent. I also realized that the Call Report does not have the After Work Call data. I would need to pull a different report for the information.
It would be nice if the range date selected is used to identify the report being pulled. The recent updates to the reports, saw the duration being changed to seconds instead of minutes; leaving me to convert the seconds to minutes using an excel formula.
It would be nice that when an agent is removed from the system that information related to the agent is available upon till the day that the agent was removed and if the need arises where we need to pull the information it does not show as "deleted account".
It would be nice if the range date selected is used to identify the report being pulled. The recent updates to the reports, saw the duration being changed to seconds instead of minutes; leaving me to convert the seconds to minutes using an excel formula.
It would be nice that when an agent is removed from the system that information related to the agent is available upon till the day that the agent was removed and if the need arises where we need to pull the information it does not show as "deleted account".
What problems is the product solving and how is that benefiting you?
it has helped me to manage my agent's time and their pick-up rate now that they are working remotely. I have found the pickup rate very helpful. Also, we are yet to use the QA Analysis section; however, based on a review I found it very insightful and know that this could my team better analyzing a call for an agent; as well as picking up on common practices.
Recommendations to others considering the product:
Talkdesk is a great tool to use, especially for reporting. To experience the full capacity of the Talkdesk, I recommend also utilizing the Contact Center QA. This helps with getting a great idea of how the agent is performing on all her calls. You are also able to use keywords to find calls that you wish to zero in on, for example, calls where a refund was mentioned.
Simple but efficient
What do you like best about the product?
Straightforward yet effective system with great support team
What do you dislike about the product?
not the most attractive UI, could be a little more aesthetically pleasing
What problems is the product solving and how is that benefiting you?
Call times are down, users are being more efficient
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