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Lightweight and gets things done
What do you like best about the product?
I use the callbar all day and it's nice because it's never in the way or slows things down. I can communicate and keep doing things on the computer with no issues. It's also nice to say the hour to hour breakdown on the reporting as well as live agents.
What do you dislike about the product?
It would be nice to have more integration with Salesforce, though I understand it may be just because our organization hasn't implemented that yet... Other than that I think it's great.
What problems is the product solving and how is that benefiting you?
My team and I use it to reach out to end-users of our products and help them through finishing setup or educating them on features and best practices for our products. I think any VOIP software can get this done but the value is in the reporting and being able to break things down by different agents, time, etc.
Sync with Salesforce is priceless
What do you like best about the product?
Talkdesk is so great at managing both outbound and inbound calls. We have the confidence of knowing that calls will be logged in Salesforce, which allows us to track customer history and give all customer-facing teams visibility over interactions.
What do you dislike about the product?
Linking calls to Cases has not been perfect; we've had to work with the Talkdesk team to make this more reliable.
What problems is the product solving and how is that benefiting you?
All our customer-facing teams can be using the same software; it is possible to record calls. Its improved call management and tracking.
Been using talkdesk for 5 years
What do you like best about the product?
I enjoy the mobile app. It makes it convenient when I'm away from my desk to be able to still receive phone calls.
What do you dislike about the product?
I wish there was an in app way to record your own voice for voicemail.
What problems is the product solving and how is that benefiting you?
Currently, I don't have any issues I'm trying to resolve with Talkdesk.
Extremely simple and scalable customer service solution
What do you like best about the product?
Extremely easy to get set up and begin using. Voice quality is very good.
What do you dislike about the product?
It is quite expensive. Amazon's product is starting to become more robust and the pricing is very competitive..
What problems is the product solving and how is that benefiting you?
We have a customer support team of 30 agents who were all working in one office just a few months ago. In 72 hours we all went remote and the switch was absolutely seamless. Call quality was great even with home internet.
Good product, works very reliably
What do you like best about the product?
It's fairly easy to use and seems to be very reliable.
What do you dislike about the product?
It's not very intuitive when it comes to setting up the rollover groups.
What problems is the product solving and how is that benefiting you?
Taking calls from international customers as well as pilot project participants.
Longtime customer
What do you like best about the product?
The rules/workflow settings allow for a highly customized experience for your callers, allowing you to automate a lot of the more mundane aspects of a standard call and getting the customer to the right place/person more efficiently.
What do you dislike about the product?
The pricing is a bit high, but it's a quality product and you get what you pay for!
What problems is the product solving and how is that benefiting you?
Automated workflows are key to unclogging the phone lines. It's odd to think of a time when we didn't operate with that in place.
Recommendations to others considering the product:
n/a
TalkDesk Review
What do you like best about the product?
Ability to sync with Salesforce. Ability to change my business hours and also align my personal phone to my business phone
What do you dislike about the product?
Updates that automatically change how things are synced with our Salesforce
What problems is the product solving and how is that benefiting you?
Helps us communicate with our clients, worldwide and domestic.
Great Call Center tool
What do you like best about the product?
Real efficient tool, simple to manage. You can modify and create your own filters, groups and adapt to your needs.
What do you dislike about the product?
I need work more time with it to find something, by the moment I don't have any problem
What problems is the product solving and how is that benefiting you?
The main benefit is the option to review the calls, transfer them and shadow some conversations at real time.
Unreliable product. Not as robust as we thought it was based on how it was pitched.
What do you like best about the product?
Salesforce is integrated pretty well - not many issues there.
What do you dislike about the product?
The callbar application isn't robust or customizable so it is not user-friendly for our visually impaired employees. Also, the phone app is far from dynamic, as reps need to be able to make calls on the go. Also, there was no solution for implementing callerID which seems like a relatively basic business telephony feature.
What problems is the product solving and how is that benefiting you?
Better reporting in real-time than the previous system we used.
Recommendations to others considering the product:
Make sure you map our your exact requirements and feature requests and make sure you get the exact, tangible answers to those queries - otherwise you will be disappointed.
My experience was overall positive
What do you like best about the product?
It's easy to manage when working with several tools.
What do you dislike about the product?
the calls dropped sometimes and when I used different headset I would have to wait until the call disconnect to configure it
What problems is the product solving and how is that benefiting you?
when i had issues just I close out and refresh it
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