Talkdesk
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TalkDesk A+
What do you like best about the product?
For those of you who are unfamiliar with TalkDesk, you can use the product to connect with your customers in real time and increase customer satisfaction and loyalty. If you've ever used any sort of outsourcing for customer interactions, you'll know that it can be pricy and ineffective, but with Talkdesk, you will enjoy all the benefits of enterprise call center software, without all the complexity.
What do you dislike about the product?
It's still a relatively new company, and they're still branding themselves, but I think the company is heading in the right direction. The team there is quick to answer any problems that occur and are very easy to work with.
What problems is the product solving and how is that benefiting you?
We switched from another outsourced company to TalkDesk about a year ago and we've seen a huge increase in customer retention and a decrease in customer complaints.
Recommendations to others considering the product:
They're a great company to work with as they really spend time getting to know your business and your problems with your current vendor. They go out of their way to provide excellent customer service.
TalkDesk Is Pretty Cool
What do you like best about the product?
I love how it records your conversations! This is perfect for training purposes. Before we had to use another software paired with our current software to record conversations. That was a pain and half the time it didn't work. TalkDesk is pretty easy to use and that's awesome for our team :) We have also eliminated our issue of dropped calls!
This product also integrates with our support software and CRM! We use HelpScout and Salesforce.
There support team is great!
This product also integrates with our support software and CRM! We use HelpScout and Salesforce.
There support team is great!
What do you dislike about the product?
The integrations aren't super consistent. Often they couldn't find clients in our CRM or couldn't even connect. This is a bummer as we were looking forward to using the software in tandem to our other softwares.
The recorded messages auto populate into our support software, but don't come over with the clients contact information or any personal information. Our team has to manually find the person who did the call and have them fill out the contact info for who they talked to. This is kind of a pain to our workflow.
The product is also much more expensive than the software we were using.
The recorded messages auto populate into our support software, but don't come over with the clients contact information or any personal information. Our team has to manually find the person who did the call and have them fill out the contact info for who they talked to. This is kind of a pain to our workflow.
The product is also much more expensive than the software we were using.
What problems is the product solving and how is that benefiting you?
We are solving the issue of dropped calls! Our other program would frequently drop calls and during a call have terrible feedback/background noise. Talkdesk has tremendously helped in that area.
We also have training material for new reps on our team. They can review those golden conversations that our veteran team has with clients.
We also have training material for new reps on our team. They can review those golden conversations that our veteran team has with clients.
Recommendations to others considering the product:
Do note that Talkdesk is much more expensive than Ring Central. This is why our team did not full implement the software. The integration aspect is alright, but not yet seamless.
Not sure it is better than Google Voice
What do you like best about the product?
I like that it keeps all of my calls in one place, so I can go listen to my voicemails anywhere
What do you dislike about the product?
If a number is blocked, it will list all blocked calls as being from the same person. You won't know until you try to call it back.
What problems is the product solving and how is that benefiting you?
You can't get Google Voice to give you new phone numbers anymore, but we were able to import our old number from Google Voice to TalkDesk, so we at least kept the same number!
Great call center solution for distributed companies
What do you like best about the product?
The ability for my agents to be able to field calls from any of our offices or even from home. We're a distributed company with offices in multiple locations and Sales agents who work remotely. Talkdesk gives us the flexibility to route calls anywhere my agents are and I don't have to put in the traditional expensive enterprise phone systems.
What do you dislike about the product?
Still lack a few features that a traditional enterprise PBX/IVR system has but it keeps getting better by the day and they're quickly closing those gaps.
Example:
- No skills based routing within a group.
- Ability to make outbound calls when using external phone (only works when making calls via browser)
Example:
- No skills based routing within a group.
- Ability to make outbound calls when using external phone (only works when making calls via browser)
What problems is the product solving and how is that benefiting you?
Needed a cost effective solution for Customer Support Call center and Inbound Sales lines that could handle agents at 4 offices in two countries along with remote workers. We've been able to realize a number of benefits:
- During major snow storms our agents were able field calls from home when unable to safely get to the office.
- During a power outage at one office the other offices were able to absorb the workload so customers did not notice.
- Sales agents can field calls and get voicemails via email when on the road.
- During major snow storms our agents were able field calls from home when unable to safely get to the office.
- During a power outage at one office the other offices were able to absorb the workload so customers did not notice.
- Sales agents can field calls and get voicemails via email when on the road.
Recommendations to others considering the product:
Would definitely recommend it.
Great for integration
What do you like best about the product?
Desk integration and call recording links
What do you dislike about the product?
Reporting and Dashboards need help. Changed made in dashboard are terrible
What problems is the product solving and how is that benefiting you?
CSR time saving with desk integration.
Recommendations to others considering the product:
Know their reporting limitations as well as dashboard limitations
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