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Talkdesk Experience = Very good overall
What do you like best about the product?
I like how easy it is for me and my peers to use it, also I like all the tools it has, this is because our company is very customer-focused and Talkdesk helps us a lot with these tasks.
What do you dislike about the product?
I would appreciate it if at the moment a call is coming through you could see more information as well as if the call history was more accessible and in one place only.
What problems is the product solving and how is that benefiting you?
It is very easy to read, intuitive overall and has many tools we use as the compmany.
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Fantastic experience from the beginning- Sales to implementation was excellent.
What do you like best about the product?
How our call flows assist with employee efficiencies and better customer satisfaction. The features that are available for our future growth. Customer support has been spot on. Talkdesk accademy has allowed our staff to used the product with ease.
What do you dislike about the product?
We have not experienced any downsides- Much better than our previous VOIP provider
What problems is the product solving and how is that benefiting you?
Improving our customer satisfaction with our overall service. We receive and make over 9000 calls per week and our CSAT score has been around 4.3 out of 5 since implementation.
Talkdesk - Cons and pros
What do you like best about the product?
Comprehensive Features ,Reliability and the Intuitive Interface
What do you dislike about the product?
there are features that could be good to implement,there are some delays in customer support
What problems is the product solving and how is that benefiting you?
Is way better regarding calling customers
TalkDesk is flexible and easy to use
What do you like best about the product?
I do like that TalkDesk is so customizable. I have the ability to adapt it to my teams needs.
What do you dislike about the product?
I do want a few more options. I would like to be able to control the options presented to customers and when.
What problems is the product solving and how is that benefiting you?
My employees work remote and Talkdesk helps us address our customers while keeping employees remote.
My Thoughts on Talkdesk
What do you like best about the product?
The people. definitely the people. Randy and David are great. And Will is a real "get it done" person that I feel confident will make our continuing partnership thrive.
What do you dislike about the product?
The only downside is from our end. We aren't utilizing everything we are paying for, but we are working on changing that.
What problems is the product solving and how is that benefiting you?
Especially in the realm of workforce management, Talkdesk has been a tremendous help. It has provided us with a real stable VoIP solution. And when things go accidentally wrong, tech support really steps up to solve the issue quickly.
Customer Services & Support Facilitator
What do you like best about the product?
The helpful interface, style, service provided when needed, and immense possibilities.
What do you dislike about the product?
The dashboard visual, and lack of features in it.
What problems is the product solving and how is that benefiting you?
The contacts can be managed by using it, and we also have everything inside the platform and can customize it along with our overall platform used to help customers.
Reliable, Highly Configurable and Powerful
What do you like best about the product?
Talkdesk is very reliable with great uptime. It was also a really great onboarding experience. We never went live until we were very confident in doing so and were glad to have the support all the way through and haven't looked back since. The studio flow builder is a great tool and has been able to meet the vast majority of our needs for call routing based on data dip lookups from our CRM and ticketing (Salesforce.com). That integration is also very strong and we utilize it heavily, especially for reporting to have all our data accessible in one place. We also leverage the live dashborads a lot not just for agents and supervisors but for wallboards too. The Quality Management module is also very good and has helped us increase quality, accountability and visibility for agents to know how they're performing at all times. Overall, big promoter! Would recommend.
What do you dislike about the product?
The reporting module ("Explore") is powerful but not the most intuitive; especially compared to the Live dashboards module. It also lacks the ability to easily share any custom reports/dashboards with team-members without emailing them results vs. letting them use the reports/dashboards you've already built without them needing to recreate the same thing. Could also strengthen the Customer Success role to help users leverage the product better. I'm certain there is a lot of functionality that we could be using that we're not as a result.
What problems is the product solving and how is that benefiting you?
Before Talkdesk, our phone system was on-premise so Talkdesk solved one major problem out-of-the-box: remote work capability. It also reduced how much customization we were building for previous systems as it could meet the majority of our needs with things like live dashboards and a strong Salesforce.com integration. The QM module also solved a big problem for us by giving agents access evaluations, scores and feedback in real-time and to monitor progress against goals all in one place. The granularity in user role permissions also reduced the dependency on our IT team by allowing our supervisors/managers to handle much of the configuration changes on their own and to build their own reports/dashboards.
Platform effectively allows online management of contacts and Teams
What do you like best about the product?
the quick way to make changes to the operation and make them available to agents and customers
What do you dislike about the product?
perhaps license costs and when we need some addition to the standard product
What problems is the product solving and how is that benefiting you?
allows online management of inbound and outbound contacts, allows you to act quickly in the events so an increase in inbound contacts
Lots still to come
What do you like best about the product?
The system can literally house almost all customer service requirements if some enhancements can be made.
What do you dislike about the product?
There are delays in service depending on the continent that you are working from.
What problems is the product solving and how is that benefiting you?
They are currently working on enhancing their chat capabilities and metrix measurements - these will help in measuring productivity and the customer experience in general.
From Zero to Hero with Talkdesk
What do you like best about the product?
TD is very inuitive and was well accepted by our agents without hours of training. The implementation was quite easy due to low code / no code, and with the help of TD's customer support, we went through very quickly.
Good integration in the Salesforce Ecosystem as well.
Good integration in the Salesforce Ecosystem as well.
What do you dislike about the product?
The fact, that you cannot create your own report without paying for an extra licence, is not understandable.
What problems is the product solving and how is that benefiting you?
We have now full transparency of all the routings and where problems might occur. The routing itself is now way more tailored to our customers' needs.
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