Talkdesk
TalkdeskExternal reviews
2,460 reviews
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Its a great program with a few bugs sometimes
What do you like best about the product?
Talk desk has organized my work and has made emailing customers easier for me. The AI dispositions are greatly helpful and I trust those they are very accurate and detailed in summing up conversations. I like being able to see what colleagues are working on what case it prevents us from needlessly repeating work. I use this everyday for work.
What do you dislike about the product?
When I was first using Talk desk I remember I would get confused on which tab I was in between conversations and cases, but I have gotten better about this. The title if cases sometimes has to be put in multiple times. Losing chats is an issue. If someone sends in a chat and closes it before I haver the chance to hit save then the case/chat is lost.
What problems is the product solving and how is that benefiting you?
organization is much better and helped us be able to go from using multiple programs to talk desk.
Adoptable environment
What do you like best about the product?
Capabilities to integrate in other Systems and applications
What do you dislike about the product?
When it comes to connection it requires a high latency of internet
What problems is the product solving and how is that benefiting you?
Training with the integration of systems
Most user friendly & state of the art call center
What do you like best about the product?
Studio flow designer has advanced features that allow us to customize our call customer experience to what we need in order to provide world-class customer experience. It is very easy to use. Everything we need our agents to do - we're able to do on TalkDesk - put customer on hold, transfer, make notes after a call, pull up Salesforce contact profile. We've got great support from the success & support team as well.
What do you dislike about the product?
Some limitations with reporting; reports lag a lot hindering us to rely on the TalkDesk reports more often
What problems is the product solving and how is that benefiting you?
Handling heavy call volume with minimal abandons, triaging calls
A game changer for customer and staff experience
What do you like best about the product?
TalkDesk allowed us to leverage a small sized call center within the non profit sector to meet big customer demand. We've leveraged our resources while improving our customer experience, being more efficient, providing more accurate information and resolving customer requests faster than ever. I love the insights and reporting it gives me as a leader to see and communicate our teams productivity while also giving qualitative and quantitative data to our organization to continuously improve!
What do you dislike about the product?
Learning how to modify, edit and update your own IVR can be intimidating at times but the TalkDesk support team provides ongoing support and advice whenever we need it.
What problems is the product solving and how is that benefiting you?
High call volumes with limited staffing resources allow us to work smarter with the people and tools and invest our money in other meaningful ways. This software allows us to get information to customers easily without sacrificing quality.
Best Contact Center on the market
What do you like best about the product?
Talkdesk is a perfect match of customizable interface paired with an intuiative user experience. Routing emails from outlook, calls via Zoom, and the option for text, live chat or even AI integrated responses make Talkdesk an invaluable tool. It has streamlined out customer engagement and make managing all inbound and outboudn communication seamless and smooth. Easy setup, fantastic support, and the best customer service. We use Talkdesk every day and could not be happier!
What do you dislike about the product?
It can be difficult to recognize all available features and how they can be integrated to enhance the user or customer experience.
What problems is the product solving and how is that benefiting you?
Talkdesk removes barriers in antiquated communication systems. It provides organized, professional routing of communications via email or phone, and helps maintain consistent messaging using tools such as templates, AI responses, etc.
Contact Center Transformation
What do you like best about the product?
One of the things I like best about Talkdesk, is having all the communication platforms in a single pane of glass. Whether it be phone calls, text messages or webchats, it is easy to switch between and efficiently assist customers.
What do you dislike about the product?
The knowledge support base is a bit cumbersome to navigate when looking for a direct answer. I prefer self-service, so it would prefer to find direct answers from their knowledgebase, but a lot of times I need to reach out to support. Thankfully, their support is quick and efficient.
What problems is the product solving and how is that benefiting you?
Agents can easily see who talked to a customer last and which agents are busy. This makes it a lot easier to resolve customer problems and contact the people needed.
I use TalkDesk every single day
What do you like best about the product?
Hands down, the voicemail feature. IT JUST WORKS!!! The voice mail feature saves me time and records numbers so I don't have to go digging. I can click it right there, from the voicemail page and get right back to my customer quickly.
What do you dislike about the product?
I discovered that I cannot see incoming calls, time, etc
What problems is the product solving and how is that benefiting you?
keeping up with # of calls logged, time, and length of call; also records into SalesForce so I know where I am with the customer
Improving customer relationships with enhanced reporting and effective call scheduling
What is our primary use case?
Our industry is insurance. We are a middle to large enterprise with around seven hundred employees and about one thousand mailboxes. We have four contact centers, each with around twelve or fifteen agents.
What is most valuable?
We need to adopt this platform. The main feature for us is reporting and the capability to maintain a strict relationship with our customers. Additionally, it provides the capability to schedule a call for all busy hours.
What needs improvement?
We are still relatively new to this tool so we are not sure what could be improved. However, we consider it to be a great tool.
For how long have I used the solution?
We have been using the solution for around twelve, could be fifteen or sixteen months.
What was my experience with deployment of the solution?
We found a site with the documentation but we get a 403 error, so it could be that the documentation is not available.
What do I think about the stability of the solution?
There were two big issues, but in a general statement, it is a stable tool.
What do I think about the scalability of the solution?
TalkDesk is scalable.
How are customer service and support?
I am happy with the support line, but in some cases, the response is slow.
How would you rate customer service and support?
Neutral
Which solution did I use previously and why did I switch?
We used Microsoft before switching to TalkDesk.
How was the initial setup?
It is a difficult setup, honestly. It took us around twelve months to start up.
What about the implementation team?
In our company, there were two people involved. For other third parties, like our carrier or the TalkDesk pool, there could be ten people.
What was our ROI?
I believe it is a great return because our last solution did not have this strict relationship. After implementing TalkDesk, we boosted our solution and our workforce to improve our response time.
What's my experience with pricing, setup cost, and licensing?
We do not have a point of comparison, but in general, I consider it a fair price.
Which other solutions did I evaluate?
We are evaluating the Mimecast solution.
What other advice do I have?
We prefer to remain anonymous. Our overall product rating for TalkDesk is nine.
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
An admin-friendly jack-of-all-trades CCaaS
What do you like best about the product?
Talkdesk is supremely customizable, both with native features and with APIs. Most everything is built from the customer perspective with low or no code. There are many OOTB integrations available with major partners like Salesforce/Slack, and it's incredibly easy to set up an OAuth client or new custom integration with pretty much any other platform.
Our agents and supervisors love having access to live dashboards. They can customize what information is relevant to them and it helps them be more independent with their schedules.
Support and our CSM/TAM understand our feature requests, tie them to use cases with their other customers, and advocate for those features internally. We've seen several of our ideas released during our partnership.
Our agents and supervisors love having access to live dashboards. They can customize what information is relevant to them and it helps them be more independent with their schedules.
Support and our CSM/TAM understand our feature requests, tie them to use cases with their other customers, and advocate for those features internally. We've seen several of our ideas released during our partnership.
What do you dislike about the product?
The level of possible customization can also make it difficult for Talkdesk Support to triage any unwanted behaviors. They have to dig through everything we've built that is specific to our environment and we often take more time explaining how things work than we do finding a fix.
Talkdesk is a jack-of-all-trades, master of none. Many AI-related features seem like they were groundbreaking when first launched, but they may be starting to fall behind specialized vendors in terms of feature quality or stability.
Talkdesk is a jack-of-all-trades, master of none. Many AI-related features seem like they were groundbreaking when first launched, but they may be starting to fall behind specialized vendors in terms of feature quality or stability.
What problems is the product solving and how is that benefiting you?
Talkdesk has started to market themselves as an AI company moreso than a CCaaS. Some of the AI features we've seen and some we've heard are coming down the pipeline will help everyone in our contact center be more efficient - from agents, to supervisors, to QA to admins, etc.
Connecting world.
What do you like best about the product?
Talk desk is best for its friendly interface.
What do you dislike about the product?
Sometimes, I won't work on high latency.
What problems is the product solving and how is that benefiting you?
A talkdesk is the primary way of communication if the person is living on the other end of the world.
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