Talkdesk
TalkdeskExternal reviews
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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.
Functional and helpful tool for mass calling
What do you like best about the product?
The tracking and reporting was what I liked best about talkdesk. We could easily pull calls to review, manage metrics and create advanced talk time reports.
What do you dislike about the product?
There were several instances where the calls completely got dropped with talkdesk which was a huge problem for the company, as there was a period where we couldn’t use the service.
What problems is the product solving and how is that benefiting you?
we’re solving. For the need of a mass call center and outbound dial service for the company. Talkdesk provides this functionality.
Very Simple and Easy to Use
What do you like best about the product?
Talkdesk is very easy to use and very easy to learn. With just a few clicks, you would be able to perform the task that you need.
What do you dislike about the product?
The application sometimes crashes or the recording does not play.
What problems is the product solving and how is that benefiting you?
We use Talkdesk to listen to recordings of our member advocate's inbound calls. These recordings allow us to effectively fight fraudulent applications.
Recommendations to others considering the product:
Keep on improving the user interface and minimizing the times that the application crashes.
An Amazing Tool for our Bustling Call Center!
What do you like best about the product?
The Dashboard feature of Talkdesk is essential for our call center! Our Shift Managers and agents can see the calls that are coming in and who they are from. We can also see our agent's statuses all on the same page. Also, we have an SLA goal - which is also easy to see and read if we are meeting our goals for that particular shift.
What do you dislike about the product?
If there is an error there is a delay in response from Support. There are some server hiccups from time to time.
What problems is the product solving and how is that benefiting you?
We are able to listen to agents calls while they are on them, which can help managers coach agents through difficult calls and de-escalate tense situations which help us build and maintain our customer satisfaction
Helps shift managers better understand trends and number incoming calls by the Dashboard
Helps shift managers better understand trends and number incoming calls by the Dashboard
Recommendations to others considering the product:
Great Tool for small call centers!
User friendly tool!
What do you like best about the product?
I love that all the options are visible to access them and work, you don't have to be clicking around to find information.
What do you dislike about the product?
To listen to a live call in other than Chrome tends to have a lag.
What problems is the product solving and how is that benefiting you?
We have been able to track numbers on time, data is precise and easy to access.
Simple and easy to use
What do you like best about the product?
The integration with Salesforce is very seamless. Very efficient in terms of making things easier for the person who takes the call by allowing her/him to access all the callers data right before answering the call.
What do you dislike about the product?
Round robin functionality hasn't been working for us as we would like to. Talkdesk is still investigating why this doesn't for account.
What problems is the product solving and how is that benefiting you?
Our company's Tech Support, Sales, Billing and Scheduling departments use Talkdesk. The ability to related call records (Talkdesk Activities) with Cases, Opportunities, Leads, and Contacts objects in Salesforce is huge for us.
Recommendations to others considering the product:
Talkdesk is improving all their services and products and I think it is definitely an awesome telephony tool for any departments in your company.
Great tool for sales team
What do you like best about the product?
Talkdesk makes it super easy to find recorded calls and to live monitor calls to use for ongoing sales training. You can also set up ring groups to streamline your inbound sales process. Purchasing new phone numbers, especially when you need a local number is really easy. Voicemail is easily accessible and emails/slack notifications for missed calls and voicemails are really simple to set up.
What do you dislike about the product?
I wish that there was an iOS app for talkdesk.
What problems is the product solving and how is that benefiting you?
We recently switched to sales pods, so talkdesk made it really easy to set up ring groups for each of the pods.
Super easy to use!
What do you like best about the product?
The fact that it's super simple and easy to use, and it takes a few minutes to learn how everything works, no need of training. I can keep track of my team's numbers, duration of calls, pull reports, etc. Also, the widget is seriously making our lives easier!
What do you dislike about the product?
One thing I've noticed lately, when I'm calling someone, they can't hear me well for the first few seconds. I thought it was my headphones/microphone at first, but the same thing happened with a new pair. Not a deal-breaker, just a bit annoying sometimes.
What problems is the product solving and how is that benefiting you?
Our company mostly uses Talkdesk for customer service, and considering the fact that we use it 24/7, you would think there would be problems - surprisingly it is working extraordinarily well! We can pull reports of the team, keep track of the time we need to solve a customer's issue, as well as see how many customers we have in queue.
Recommendations to others considering the product:
Any company whose main job is done through the phone should not hesitate to use this platform. Talkdesk is amazing for keeping track of your team's numbers, and helping your clients fast and easy!
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