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Great tool so far!
What do you like best about the product?
Being able to go back and listen to calls taken by the agents.
What do you dislike about the product?
At this time, I have not had an issue with TalkDesk
What problems is the product solving and how is that benefiting you?
Confirming said information on calls.
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TalkDesk Review
What do you like best about the product?
I love how easy it is to see what my agents are doing and to pull daily and monthly stats
What do you dislike about the product?
I wish there was more reports I could pull or that I could break down the reports a little more
What problems is the product solving and how is that benefiting you?
We have been able to lower our after call work and also to speed up our average speed of answer. Both of thees have allowed up to provide quicker service for our clients
Recommendations to others considering the product:
I think TalkDesk is great. They is a lot of great information you can gather from it. We have been able to improve our call time which in turn has allowed us to increase the number of call we talk and that allows us to increase our revenue.
best contact center software
What do you like best about the product?
I could easily manage all my calls with helpful contact info. The option with integration to CRM software is one of the best features that saves enormous amounts of time and work.
What do you dislike about the product?
There's not much to dislike. It just sometimes lags when receiving a call
What problems is the product solving and how is that benefiting you?
I'm managing three customer lines and transferring these calls between departments, and using it along with a CRM software with integration between the two software that saves a lot of time and effort.
Recommendations to others considering the product:
It is a handy product even within small organizations. It helps you to keep tracking and manage all the calls, and the integration with other software products is excellent.
Good SF Integration with Responsive Customer service
What do you like best about the product?
Good SF Integration with Responsive Customer service
What do you dislike about the product?
nothing in particular. Licence management between the tool and Salesforce.
What problems is the product solving and how is that benefiting you?
Complete integration with our CRM (Service cloud) + Analytics
TalkDesk - Not The Best In Connections
What do you like best about the product?
I like that it is easy to use and input numbers to call people, but to be honest, that's about the best part of this software overall.
What do you dislike about the product?
I dislike that my calls consistently get dropped no matter how strong my internet is. Who knows who's fault it is, but it is very hard to talk to people using this app because I cannot guarantee that the call will drop or not.
What problems is the product solving and how is that benefiting you?
I am solving the problem of not having to use my cell phone to call clients who I do not want to know my personal phone or cell phone number.
Highly useful for our daily routine
What do you like best about the product?
Talkdesk is great! Very useful for contacting clients and communications.
What do you dislike about the product?
Occasionally the sound distorts on incoming calls. Not sure if this is due to lack of connection or if it's more of a hardware issue. Also, sometimes when I call out the outbound call does not ring, the audio is completely missing until the call connects.
What problems is the product solving and how is that benefiting you?
I typically restart the callbar if I have any major issues. Ultimately, I feel like it may be a connectivity issue.
Recommendations to others considering the product:
Definitely worth a try. It's the best experience with any similar programs in my career.
Solid product, but lots of reporting challenges
What do you like best about the product?
Talkdesk Live Monitoring is pretty effective. Also, Talkdesk has had minimal downtime since we've been a customer (over the past few years). The Salesforce integration is also reasonably reliable.
What do you dislike about the product?
Talkdesk is unable to easily answer some fundamental queries, including:
What is my customer satisfaction per call? Talkdesk only supports a beta for SMS texts asking CSAT surveys, but not one for landlines (which are still the norm in most corporate settings)
What is my pickup percentage during business hours only?
When I have a missed call, which agent was rung and missed the call?
Which of my agents clocked in/clocked out on time?
What is my average hold time over time?
We really need more granular reporting. We have to run most of our reports in Salesforce instead.
There's also some simple functionality that's missing, like a phonebook in the Talkdesk Callbar.
Also, we have a lot of agents reporting bugs in the Callbar. We use the Callbar, but it's not very useful, comprehensive, or user-friendly.
What is my customer satisfaction per call? Talkdesk only supports a beta for SMS texts asking CSAT surveys, but not one for landlines (which are still the norm in most corporate settings)
What is my pickup percentage during business hours only?
When I have a missed call, which agent was rung and missed the call?
Which of my agents clocked in/clocked out on time?
What is my average hold time over time?
We really need more granular reporting. We have to run most of our reports in Salesforce instead.
There's also some simple functionality that's missing, like a phonebook in the Talkdesk Callbar.
Also, we have a lot of agents reporting bugs in the Callbar. We use the Callbar, but it's not very useful, comprehensive, or user-friendly.
What problems is the product solving and how is that benefiting you?
Talkdesk is a solution for our inbound and outbound phone calls. It is our contact center infrastructure for our customer success organization.
Recommendations to others considering the product:
Thoroughly evaluate your reporting needs before buying.
Talkdesk Review
What do you like best about the product?
Talkdesk is easy to use as there are bright distinctive colors and characters to differentiate different tasks
What do you dislike about the product?
Calls frequently drop, call back request feature is heavily flawed, numerous outages and phone calls made to their client support line
What problems is the product solving and how is that benefiting you?
Payments for real estate, rental and property fees. Talkdesk provides easy transfers between property management companies and Clickpay.
Recommendations to others considering the product:
The client support is very helpful and easy to you use widget mode
Good overall software for calls and analysis
What do you like best about the product?
Talkdesk is simple to use and easy to train staff on. Easy ability to transfer calls between groups is great. Good analysis of daily, weekly calls including durations, avg wait times etc.
What do you dislike about the product?
Monitoring of calls is bulky, having to download the list of calls could be better designed. Searching for individual calls could also be better worked.
What problems is the product solving and how is that benefiting you?
Ability to monitor and analyse calls data enables us to see the impact of small changes across the week and better plan.
Great Product
What do you like best about the product?
I like that the application is easy to use. It is available anywhere you have your computer. I take my laptop with me so I can always use a company phone instead of having to use my own phone. I also like the ability to be able to use the call bar or login directly and use the web browser.
What do you dislike about the product?
If I had to say one thing I dislike is that I have to login to the portal every day. In reality that isn't a big deal to me , however. talkdesk is efficient and very effective for my every day use.
What problems is the product solving and how is that benefiting you?
I am a team lead and often need to go back and review previous client calls. WIth talkdesk this is easy to do. Aside from that, i can simply share the link to the recorded call with one of our managers/.supervisors so they can listen to the same call as well.
Finding the agent who took the call is easy and I can create a filter when needed.
Finding the agent who took the call is easy and I can create a filter when needed.
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