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Revitalized our call centre
What do you like best about the product?
The ease of use is second to none. Having had worked with several IVR providers in the past this is the most intuitive and easy to use. That being said the Customer Service and support is out of this world as well so when I do get stuck someone will always help pick me up.
What do you dislike about the product?
I think the education resources, while comprehensive, weren't presented engagingly. More focus on micro learning and perhaps having demo exercises would help to ensure knowledge sticks once learned.
What problems is the product solving and how is that benefiting you?
Our old IVR was clunky. We had to entirely reprogram it just to properly cover something like a holiday or the addition of a new line. This was incredibly cumbersome and often led to issues with lines not properly closing or calls getting through on off-hours.
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User Friendly and Easy to Use
What do you like best about the product?
It has a very user-friendly interface and it's easy to set up on your computer. The tool uses single sign-on via browser and once you are logged in you also get the option of using the online platform to create dashboards to review service levels, queues, aht, acw, etc...
What do you dislike about the product?
Reporting is usually good and accurate, but some reports don't have the option to summarize all the data. Such as the AUX usage reports, you have to download the data in a CSV file and then organize it via Excel or Google Sheets.
What problems is the product solving and how is that benefiting you?
We use Talkdesk to communicate with the company members for follow-up and scheduled callbacks, we also use it for internal reporting on service levels, AHT, ACW, AUX Usage, Call avoidance, etc...
Talkdesk is our main softphone tool for our BPO service for the client we work with
Talkdesk is our main softphone tool for our BPO service for the client we work with
Recommendations to others considering the product:
Take a good look at the online plaform after log in
Use the explore option for default reports and the live section to create your own dashboards
Download all team based reports to organize data in Excel or Google Sheets
Use the explore option for default reports and the live section to create your own dashboards
Download all team based reports to organize data in Excel or Google Sheets
Simple to Use program, but there are a few things that could be better
What do you like best about the product?
The simplicity of the program, and how it looks. It is very simple to use and understand once you get the basics of talkdesk. It is a lot more modern than other programs as well!
What do you dislike about the product?
There are a lot of issues with headsets and microphones. Sometimes agents are having daily issues with talkdesk and callbar, where customers are unable to hear us, or we hear them.
What problems is the product solving and how is that benefiting you?
It allows for simple tracking of calls and notes, and the reporting capabilities are arranged in a way that makes things easy to navigate, and visually appealing to look at.
Recommendations to others considering the product:
It is a very modern program, with lots of capabilities that help any call center simplify their processes, and provide exemplary support to customers and consumers
I love using Talkdesk
What do you like best about the product?
It is very easy to make calls and received calls
What do you dislike about the product?
There is nothing to really dislike about talkdesk
What problems is the product solving and how is that benefiting you?
Speak to customers
The system could use some improvement
What do you like best about the product?
The autocomplete country code function works really well - which is a time saver for me most of the time.
What do you dislike about the product?
The calls always have a delay and the voicemail design is could be improved a lot - it takes too many clicks to get there.
What problems is the product solving and how is that benefiting you?
Facilitating contact with clients.
Talkdesk for customer service
What do you like best about the product?
the simplicity of the tool and support of the application;
What do you dislike about the product?
The way the data is extracted from the tool
What problems is the product solving and how is that benefiting you?
Contact with the Client
Recommendations to others considering the product:
It is a good tool, and the development team is always ready to listen to us and implement new features.
Talkdesk Review
What do you like best about the product?
Dashboards are easy to develop. It is easy to set up unique ring groups for call routing. The studio flow makes setting up call flows and IVRs very easy.
What do you dislike about the product?
The reporting is not as robust as I would like.
What problems is the product solving and how is that benefiting you?
We were able to looping in a Escalations type of ring group using the Studio flow that will allow our team to receive calls that have been idle for too long.
Recommendations to others considering the product:
There appears to be some turnover in the Account Executive teams so expect to see new faces when you reach out.
Powerful tool, improvements to be made
What do you like best about the product?
TD has a very user-friendly interface. This allowed us to move from our previous tool without any major changes to be made. Users are happy with the size of everything as it's all very well visible and easy to find
What do you dislike about the product?
sometimes you can't click to answer or you get two rings and then immediately switch to "away" status
Sometimes it happens that the Zendesk ticket does not open immediately, the interlocutor has time to make the request or report and only then the ticket opens, giving the possibility to see the telephone number
In some moments Talkdesk switches to REC for no reason
Every time a user goes lunch or offline, on the return the user have to restart everything otherwise nothing will log
Often sets the status to away automatically, if there are more tickets open, it logs only to the last one (very critical aspect in chat)
if another ticket is opened while the current ticket of the call is being processed, it automatically logs the call on the second ticket
slowness in the transition from one status to another
Sometimes it happens that the Zendesk ticket does not open immediately, the interlocutor has time to make the request or report and only then the ticket opens, giving the possibility to see the telephone number
In some moments Talkdesk switches to REC for no reason
Every time a user goes lunch or offline, on the return the user have to restart everything otherwise nothing will log
Often sets the status to away automatically, if there are more tickets open, it logs only to the last one (very critical aspect in chat)
if another ticket is opened while the current ticket of the call is being processed, it automatically logs the call on the second ticket
slowness in the transition from one status to another
What problems is the product solving and how is that benefiting you?
As a customer service team we need a tool to be able to reach our customers via phone or chat. The various "status" allows us to have a better monitoring of the agents and also a better reporting
Overall user experience review
What do you like best about the product?
I am a team lead for a live operations team. Understanding our team member's call productivity is crucial for us. I enjoy that I can customize the gadgets to my preference and most efficient way. Talkdesk's interface is easy and "dummy-proof". It's easy to locate reports and add necessary information from it. Overall, I think Talkdeesk's interface is clean and easy to use.
What do you dislike about the product?
I don't have dislikes per se. I think Talkdesk is packed with everything that I need to run an efficient team and check what is needed. I can't think of a major deal-breaker for me.
What problems is the product solving and how is that benefiting you?
Talkdesk to do all our calling needs. Call disposition is a great tool to understand our teams day to day challenges and provides feedback on what we can do to understand our stakeholders' concerns. There are many benefits and uses that we rely on every day. Such as agent details, call pick up rates, daily call totals, dispositions etc.
Honor
What do you like best about the product?
I like that TD can be configured to route specific calls to specific lines.
What do you dislike about the product?
It's a little tough to find calls that you want to listen to.
What problems is the product solving and how is that benefiting you?
Directing calls to specific Teams.
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