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TalkDesk is designed for easy use!
What do you like best about the product?
I love the ability to implement my notes during a call; which negates the use of MS Word, Google Doc, and Note Pad applications. Another thing that I find interesting is adding and editing contact information after calls for the job that I do within the G4S environment. Having all of the tools I need in one app puts Talkdesk ahead of the competition for call center use. I also see myself using this at home to avoid using mobile phones when during online gaming sessions; which would resolve all interruption in the middle of an intense match.
What do you dislike about the product?
The main thing that is a true deal breaker for me using Talkdesk is the lack of ability to change the settings in the middle of a call. For example; using a workstation that multiple users use throughout the week use different headsets which may require configuration before taking the first call for the day, so if you don't check the settings before logging into the call queue; you would have to wait until the call disconnect to configure the settings. If it is possible; I would love to see an update that would allow you to change the settings to avoid disconnecting calls that could hurt the company's and user's metrics. There is another thing I've noticed within Talkdesk that can be a pain are the glitches when a call comes through then instantly disconnect; causing my Talkdesk to get stuck in limbo without calls when I'm in Available; which requires me to logout then login. It may be a minor glitch that doesn't happen too often, but the minor things can become major.
What problems is the product solving and how is that benefiting you?
Here at G4S we troubleshoot cash recyclers and safes between multiple companies; which adding our client's contact information into Talkdesk makes it easier for us navigate and prep for the next call awaiting in queue. Another thing I love about Talkdesk is the ability to add guests to the call for conferences, transfer calls between co-workers on the floor or off the floor.
Recommendations to others considering the product:
I would advised going with Talkdesk within call centers.
Automation through Integrations
What do you like best about the product?
Easy to use automation triggers, built-in integrations, and custom integration features
What do you dislike about the product?
All the features are good, would like to have more integrated features in the call bar
What problems is the product solving and how is that benefiting you?
Talkdesk with integrations to CRM, we are automating calls, voicemails to create contacts, tickets, tasks etc..
Innovation with Efficiency
What do you like best about the product?
Range of integration efficient ,simple to use and reliable and great Knowledge base
What do you dislike about the product?
Did not like the ringer tone of Talk Desk . No option either to change /customize and also on the volume of it
Would like to have it at a slightly higher volume
Would like to have it at a slightly higher volume
What problems is the product solving and how is that benefiting you?
Improving efficiency of the agents , providing great customer experience
Recommendations to others considering the product:
Give it a try - will not get disappointed
Very effective in managing Customer Service pipeline
What do you like best about the product?
Talkdesk provides better streamlined process than the competitors and highly customizable.
What do you dislike about the product?
No solution is perfect however, Talkdesk is the smoothest to support.
What problems is the product solving and how is that benefiting you?
Our org has a very small team managing customer support. The flexibility in Talkdesk grants us the ability to reduce the 1st triage and total ticketing life cycle.
Exactly what we needed
What do you like best about the product?
The ability to easily supervise my team and track data on each individual agent. It makes it very easy to see who is doing what when, who is slacking, and what is happening in real time as well as what is happening over time. I am able to "micromanage" from afar by listening to calls and watching live reporting as well. I also love all the training videos, which made our transition to talkdesk nearly seamless.
What do you dislike about the product?
I wish i could export more in-depth/customized reports rather than just view them on TalkDesk.
What problems is the product solving and how is that benefiting you?
I wish we could integrate it more easily with our CRM/data reports in redash
Effective Service
What do you like best about the product?
I like how simple and clean the interface looks. Super easy to use.
What do you dislike about the product?
My site often times will time out. Additionally, I cannot accept a call if the "disposition" box is still active.
What problems is the product solving and how is that benefiting you?
We client face with our Talkdesk accounts. I find it beneficial because it's super simple to receive and respond to clients in just a matter of minutes.
Recommendations to others considering the product:
Talkdesk is perfect for both small and large businesses looking for a good solution to speaking with clients via phone. You can set separate numbers for each employee, numbers for each department and you can even talk with clients worldwide!
Manager
What do you like best about the product?
Great Reporting! I like that you have the ability to dial down
What do you dislike about the product?
I do not like that the newest version is required to manually update and the callbar will not update on its own
What problems is the product solving and how is that benefiting you?
We can have multiple call groups which has been very helpful getting customers in touch with the appropriate groups
Intuitive
What do you like best about the product?
Easy call dispositions and forwarding calls between each user on the platform.
What do you dislike about the product?
We are sometimes faced with connectivity issues but hard to tell if thats a talk desk fault.
What problems is the product solving and how is that benefiting you?
It allows easy understanding of call metrics. Allowing us to understand the amount of labor we need to handle our inbound and outbound calls.
A little buggy, but all around nice features
What do you like best about the product?
Queues are easy to track, Favorites is convenient, transferring, muting, and conferencing is straightforward
What do you dislike about the product?
Can't transfer to extension number, calls go to voicemail after ringing at one open agent instead of moving on to the next available agent, ring not very loud.
What problems is the product solving and how is that benefiting you?
Queues are much easier to keep track of. After call work setting allows us to have time after each call to finish up our work without being worried we'll receive a new call.
Recommendations to others considering the product:
Nice cohesiveness with Salesforce, very pretty and designed well, gets the job done
Using Talkdesk
What do you like best about the product?
For our sales agents on the phone is quite easy to learn, use, and navigate. And as a manager of said team, it is easy to navigate and make team changes when changing or adding agents to ring groups.
What do you dislike about the product?
The access to data is a bit limited and trickier to navigate or deep dive into some of the nuances on a per agent basis.
What problems is the product solving and how is that benefiting you?
Ability to centralize our phone systems from 1 location to serve a very spread out service area, covering all continental us time zones.
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