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talkdesk review
What do you like best about the product?
ease of use, very easy to contact support
What do you dislike about the product?
nothing for now, even the reports avec accessibles. System is not slow
What problems is the product solving and how is that benefiting you?
Our call center is using it
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Solid tool for our 300+ team
What do you like best about the product?
Configured nicely with Zendesk, I like our CSM and AE, relatively user friendly
What do you dislike about the product?
Pushy for 2+ year contracts, the desktop app can be annoying to resize/allows sits on top of screens, glitchy and very sensitive to internet connection
What problems is the product solving and how is that benefiting you?
Our customer support team uses Talkdesk and we use the studio flow to set up a robust IVR
Talkdesk for a small to medium call centre
What do you like best about the product?
IVR Studio is very easy to use and business-friendly for basic functionality, platform is stable with very little down time. Has some great features that have the ability to do a lot but you need the right resources internally to make it happen. A specialist would get a lot out of the system.
What do you dislike about the product?
Reporting is very basic in terms of line by line data, need to be able to work with that data to get any insights. Some of the tools introduced are over complicated with little to no impact on businesses. Dialling system has limited visability on customer journey.
What problems is the product solving and how is that benefiting you?
Helps to bring what was previosuly a skilled IT person to make quick changes, its now a more business friendly tool more people have the ability to change.
Powerful, but sometimes a pain
What do you like best about the product?
Most of the management (call routing, reporting, admin settings) are all easy to use. Call Trees are powerful and useful.
What do you dislike about the product?
Their support is disappointing and frustrating since they dropped their dedicated account managers. There's always another feature or something being pushed and it always seems to be for an additional fee. Their mobile app has quality issues, and doesn't provide push notifications for simple things like new incoming SMS messages.
What problems is the product solving and how is that benefiting you?
We maintain over 100 phone numbers routing to internal and external users. Managing who can make and take calls from each number is daunting but possible through their tools. The support of omnichannel communication is useful too, even if it's still underdeveloped and often frustrating to use.
Talkdesk has always been flexible to assist us with our growing business needs.
What do you like best about the product?
Their suite of features that we can choose from .
What do you dislike about the product?
Their billing system has always been inconsistent.
What problems is the product solving and how is that benefiting you?
They allow us to set up an individual call flow for each specific client. We can do this with voice and chat.
Talkdesk Review
What do you like best about the product?
I do like the ability to use TD on my phone or my computer. I like having the assign VM feature and the transcription helps when it can.
What do you dislike about the product?
I miss when you were able to write the description in the disposition and you can see the calls your other team made to the same person to review notes. I hate the delay when assigning voicemails and how quick it shows up to other team members. The delay usually causes overlap or two people calling the same person.
Sometimes my status gets stuck as well.
Sometimes my status gets stuck as well.
What problems is the product solving and how is that benefiting you?
It allows our multiple previous phone lines to be converged to one phone number and I love that.
Talkdesk grew with me as my team grew!
What do you like best about the product?
Ease of reporting, live monitoring, studioflows - covers my company's emergency line needs 7 days a week!
What do you dislike about the product?
Can be a bit lenghty to get customer service to respond but they always get the issue resolved.
What problems is the product solving and how is that benefiting you?
Able to accurately run individualized and group reports to gather data - extremely helpful in finding the peak hours needing coverage and the dispositions allowed us to track percentages for call types to strengthen skill sets
Over complicated, glitchy
What do you like best about the product?
The phone operating system is great, very organized. We use it for all of our daily customer interactions.
What do you dislike about the product?
There are many glitches with this program and we often have to log out/back in to resolve them.
What problems is the product solving and how is that benefiting you?
Talkdesk is designed to link all customer interactions under one contact, which has been helpful when reviewing their history with us.
Communication Company with Challenges in Communications
What do you like best about the product?
Talkdesk has a wondefful platform that alowed us to get from start-up to working at a consistnet level. The platform is relatively basic and heas a handful of bells and whistles that gave us some abilities to personalize it to meet our needs.
What do you dislike about the product?
If something did happen where you had an issue or even worse downtime, it was a huge chllenge to find a resource that was able to assist. The idea of filling out a suport ticket that can be answered in 24-48 hours was not comforting when I had phone lines that were down. While it might have been a specific associte that was not avaialble to us, the idea of requesting a meeting to discuss how/what we can do to make the situation better fell upon deaf ears - so we were in essence asked to find another vendor when this happened.
What problems is the product solving and how is that benefiting you?
We were forced to move on from Talkdesk due to lack of support
Easy and user-friendly call center dashboard management
What do you like best about the product?
Talkdesk has an comprehensive features and tools that make the process of customer support workflow implementation easy and simple to operate. Easy Integration with Dynamics 365 has optimizing our agents productivity and improve performance.
What do you dislike about the product?
I have no bad experience or things to dislike about Talkdesk. With almost three years of experience with this platform, we are perfectly happy with the outcome.
What problems is the product solving and how is that benefiting you?
Talkdesk is more than a call center infrastructure management platform, but has also give a boost in our employee collaboration and communication. It has make our daily assigment and task easy to manage.
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