Talkdesk
TalkdeskExternal reviews
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TalkDesk review.
What do you like best about the product?
TalkDesk is a great product for organizing a team with several products that need customer service. You can set up the system by phone number and designate agents to certain calls. I love the reporting features to track my teams daily numbers.
What do you dislike about the product?
Calls are sometimes dropped. If assigned to a user that isn't online, the call goes directly as missed. This has affected our missed within business hours numbers if a certain user continually calls a business number.
What problems is the product solving and how is that benefiting you?
I manage an outsourced team that is 12 hours difference. TD reporting features help me manage Service Level by missed calls, answered and abandoned by hour at any time.
Recommendations to others considering the product:
Great basic set up for a phone service to manage a team and provide business insights.
Overall Great Product
What do you like best about the product?
The UI is super clean and very easy to navigate, access to support services is also a positive experience and the team are always on point to help us out. The options for managing calls are also excellent i.e. callbacks.
What do you dislike about the product?
The reporting is basic - some of the views we cannot export to an Excel spreadsheet, also the Live page is very basic and does not allow us the ability to show certain stats on this page (number of calls per agent, etc).
What problems is the product solving and how is that benefiting you?
We use the call center function for our FinOps team as well as for the general Support & Sales structure and having everybody on one system makes it much easier to connect, we also solved high volumes of VMs in busy periods by deploying the callback option, and will soon be implementing IVR for customer payments to be taken.
Pretty Smooth
What do you like best about the product?
The record keeping and simple layout, recordings are easyly reachable
What do you dislike about the product?
sometimes lil buggy, lil too long loading pages, rarely tho
What problems is the product solving and how is that benefiting you?
the business works on talkdesh, contacting clients 24/7 by 1000+ agents.
Talkdesk has improved the quality and productivity of our Contact center.
What do you like best about the product?
It is Easy to use and offer a great range of services/features. Their customer service and level of support is amazing!
What do you dislike about the product?
TD reports could be improved instead of having to connect a third party partner through their app store for this purpose.
What problems is the product solving and how is that benefiting you?
1/ more visibility on our contact center KPI's to make the right business decision.
2/ Provide a better customer experience with the different services offered by TD.
2/ Provide a better customer experience with the different services offered by TD.
TalkDesk for Phone Support
What do you like best about the product?
TalkDesk was one of the easiest solutions we were able to set up in 2017, and looking back we're extremely happy with our choice. After interviewing our agents they continue to rave about the ease of use, how easy it was to actually adopt the product, and how great the integration with Zendesk works!
What do you dislike about the product?
Nothing huge to dislike according to our agents besides the inevitable errors from a web based tool. Those usually fix themselves and everyone can return to their routine.
What problems is the product solving and how is that benefiting you?
Before Nov 2017 we did not have phone support. We knew we wanted to offer this solution for our customers and decided to couple it with a new success program offering which customers pay for. We have 3 different tiers and customers have access to phone support (priority phone support in the higher prices tiers) and sessions with Customer Success Managers. We've had great feedback from customers who enjoy being able to call with customers and it has helped increased our ASP.
Recommendations to others considering the product:
I've really enjoyed working with our CSM at TalkDesk who has kept us up to speed with all the new releases and what is upcoming.
Good product that will great in time.
What do you like best about the product?
The IVR setup was very customization, especially when integrating with Salesforce. My background is not in call center setup, but I was able to figure out how to do this.
The call metrics, both historical and live, are instantly available as soon as we turn on.
The call metrics, both historical and live, are instantly available as soon as we turn on.
What do you dislike about the product?
The custom call metric reports are nice, but not easy to if you need to manually change. The reports are very ridged and I eventually decided it was easiest to pull all the call data into excel. I hope future updates make this easier to manipulate.
What problems is the product solving and how is that benefiting you?
We were able to provide our an IVR to our 800 number immediately. Once this was put into place we were able to monitor our departments to find out how improve our service levels across the company.
My executive reporting became much easier with call metrics at my finger tips. We were also able to find individual call center representative metrics, making it easier to improve and coach our staff.
My executive reporting became much easier with call metrics at my finger tips. We were also able to find individual call center representative metrics, making it easier to improve and coach our staff.
Recommendations to others considering the product:
Every month Talkdesk is releasing a ton of new features, and is getting closer and closer to be truly great!
Positive Review
What do you like best about the product?
Talkdesk is very intuitive and easy to use. I really like the Reporting Metrics as it gives me a lot of useful information.
What do you dislike about the product?
Sometimes, it is time-consuming to search for contacts in talk desk as you have to be very specific about the search criteria.
What problems is the product solving and how is that benefiting you?
As a user, I use it for inbound-outbound calls and monitor/review with reporting metrics.
Recommendations to others considering the product:
Would definitely recommend.
Enhancing customer support through Talkdesk
What do you like best about the product?
I like it when I can know where a call is coming from. Numerous calls from one area help to interrogate the delivery of services in the locality
What do you dislike about the product?
I did not like the inability of Talkdesk to compile reports to show the pattern of calls in a given period. This feature would make it easy to know the months or trading periods when the highest or lowest calls were made
What problems is the product solving and how is that benefiting you?
We are solb=ving the problem of having to trace caller information and this has made the response efficient. Secondly, Talkdesk has made the retrieval of calls easy since the interface allows one to view missed calls
Recommendations to others considering the product:
I would recommend Talkdesk particularly if you want to improve the customer experience when they call your business. Its elaborate interface is easy to use and it would only take a couple of weeks before your staff is well-acquainted with its us.
User Friendly
What do you like best about the product?
Is a very simple tool to use and to start with even for starter users with no knowledge about telephony systems. With talkdesk it's possible to adapt to every scenario
What do you dislike about the product?
Real-time tracking
Even knowing that a tool has been evolving I think that the live reporting has room to improve especially to track different queues at the same time.
Even knowing that a tool has been evolving I think that the live reporting has room to improve especially to track different queues at the same time.
What problems is the product solving and how is that benefiting you?
Personalized reporting; simplicity; adjustable to several scenarios.
Regarding Timezone Talkdesk follow correctly the daylight changes minimizing impacts on end clients
Regarding Timezone Talkdesk follow correctly the daylight changes minimizing impacts on end clients
Recommendations to others considering the product:
Easy to Use and adapt to several scenarios.
Talkdesk is great for a call center environment
What do you like best about the product?
I love that Talkdesk is cloud based. As long as you have access to the internet, you have access to Talkdesk.
What do you dislike about the product?
Talkdesk is improving their product rapidly, but some of the features I'm looking for are not expected to come out tell early next year. I am hoping for some improvements in their dashboard customization options.
What problems is the product solving and how is that benefiting you?
We partnered with Talkdesk to help our inside sales and service agents. They needed access to a tool that would integrate well with our CRM. Talkdesk integrates very well.
Recommendations to others considering the product:
I recommend taking a good look at the support you are receiving with your current vendor, and with those you are comparing against Talkdesk. Talkdesk has great support, and in the end, that is one of the most important attributes of any provider.
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