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Excellent
What do you like best about the product?
There are a few things I really like. Being able to monitor calls is great especially when I hear someone having issues with a client, I can jump right in and listen on the call without the agent nor the client knowing. I also like that i can go back and listen to recorded calls. One of the features is the console tells me which agent answered the call so instead of simply looking for a time frame, I can filter by agent and see the calls taken.
What do you dislike about the product?
There really isn't much I dislike about TalkDesk. If I have to choose, I would say it is simply that you must have internet connection, but that's sort of a given considering it is a soft phone.
What problems is the product solving and how is that benefiting you?
In terms of business, we can troubleshoot and be on long calls with the client without any issues.
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The most beneficial!
What do you like best about the product?
Talkdesk dates back all my calls and lets me organize them accordingly for when I want to listen or download them later. It is very easy to navigate as someone who hasn't had a job with computers for too long. I highly recommend.
What do you dislike about the product?
When I need to listen to a voicemail that has just come in the recording will not have any data in it. and I have to exit that tab and go back in to refresh the page. (pressing the refresh button doesn't usually fix the problem).
What problems is the product solving and how is that benefiting you?
Working in real estate, some great benefits are how organized the whole system is. Needing to gather extra info on past calls of mine or my co-workers is always helpful.
Recommendations to others considering the product:
If you want something that goes above and beyond your needs, definitely use Talkdesk.
TalkDesk Review
What do you like best about the product?
The best features I like in talkdesk would be the dashboard monitor. I love being able to see where the service level is live and how many calls have been taken during the day. It's really an intuitive feature!!!!
What do you dislike about the product?
I don't like not being able to see live CSAT feedback after the customer ends the call. It is a rewarding experience to be able to see when the customer rates you positively or negatively.
What problems is the product solving and how is that benefiting you?
Amounts of calls answered/dropped/abandoned/handled;
Recommendations to others considering the product:
Be sure to utilize the dashboard...
Excellent Software
What do you like best about the product?
The easiness of use and almost no time it takes to get used to the software
What do you dislike about the product?
So far I haven't had any issues with the software
What problems is the product solving and how is that benefiting you?
Working as part of a call center, this helped our agents get acclimated to their positions faster as it decreased coaching time due to the easiness and quickness it took for everyone to get accustomed to the software.
Recommendations to others considering the product:
I would highly recommend this software as it's simplicity makes it easy tom use and cut above the rest
Far from perfect
What do you like best about the product?
I've only used a couple other phone programs, and the reporting on this one is by far the best. Very easy to create tags and ring groups to route calls and focus the team on different things.
What do you dislike about the product?
Sometimes connection drops or customers complain that the sound quality isn't great. Integration with zendesk could be better but we've found some good ways to work around that.
What problems is the product solving and how is that benefiting you?
We use talk desk to route our inbound calls from customers. The main benefit we see is that we can track call history and patterns incredibly easy with the different ring groups.
Recommendations to others considering the product:
Call transfers aren’t the easiest. Consider other software as your org grows so you can easily transfer to a department instead of an individual
Less buggy than other options
What do you like best about the product?
It has less bugs than our past programs and it connects directly into salesforce, bugs are easily fixed by restarting talkdesk or logging in and out of salesforce
What do you dislike about the product?
When i put a customer on hold, i hear the hold music as well. Managers and IT department unable to turn this off. No direct support line for the rare situation that talkdesk is down
What problems is the product solving and how is that benefiting you?
there is less room for error when it comes to saving call recordings - we can also find them more easily if needed
Recommendations to others considering the product:
The biggest issue is that the user hears the hold music at the same time as the customer. This makes listening to things difficult when putting customers on hold
Powerful and Dependable
What do you like best about the product?
The stability of Talkdesk is amazing! We have been using Talkdesk for approximately 4 years now. We rarely have issues with the product, but when we do, the support team is very quick to resolve issues. I like the ease of managing our licenses. We have to quickly scale up and down for our busy season. Talkdesk makes this very easy to do.
What do you dislike about the product?
I would like some additional reporting. There are some reporting features that aren't available, that i have to compile manually from available reports, however, there are a lot of reporting features available that I use daily. I would like to see more customization on the reporting as well. I would like to be able to select the metrics that I want to see in a report.
What problems is the product solving and how is that benefiting you?
Talk desk has helped us to streamline our support process. It helps to give our agents performance measurements to assist them with improving their stats, as well as the over-all customer experience.
Recommendations to others considering the product:
Talkdesk is a powerful and dependable tool for any company. Their product is solid, and their support is on point.
Great with Salesforce
What do you like best about the product?
It's easy to integrate with Salesforce and configure.
What do you dislike about the product?
Some functionality isn't immediately available in settings, but support has never failed to provide a solution for anything we've needed.
What problems is the product solving and how is that benefiting you?
Talkdesk with Salesforce is a solution for our customer service department. All calls from existing customers are handled and documented through Talkdesk and Salesforce cases. Agents are able to immediately identify contacts and see all of their previous case history as soon as the call comes into Callbar.
TalkDesk has helped my company tremulously!
What do you like best about the product?
What I love about TalkDesk is how seamless and user-friendly it is! It has helped my company detect areas of improvement within our company and agents. I tabs above when you log into the site is extremely easy, and gets you where you need to be - to do reporting, find calls, adding or deleting agents, etc. the list can really go on.
What do you dislike about the product?
There is not anything I do not like about TalkDesk. Again, it's super user-friendly.
What problems is the product solving and how is that benefiting you?
The problems we are solving with TalkDesk is a lot of things, a few are how long agents are taking with calls, what times we need to stay open or close, and where agents need to be placed on the schedule.
Talkdesk for Salesforce
What do you like best about the product?
Talkdesk has a solid integration with Salesforce. We have been able to utilize their recent Omni-Channel sync feature to keep our agents happy while managing both incoming calls and chats. Talkdesk support is very quick to respond and often able to solve complex problems quickly.
What do you dislike about the product?
We have had issues with the case pop not working 100% of the time but that is something to be expected with the amount of cases coming in. Rolling out of the first initial package update for Salesforce caused issues but the rollout strategy has since been resolved. There doesn't seem to be a bi-directional sync between salesforce and talkdesk for cases/leads that has cause some issues.
What problems is the product solving and how is that benefiting you?
We are solving our Salesforce integration using Talkdesk. Our agents are able to spend less time entering data and answering more calls.
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