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Talk desk can be difficult to use sometimes.
What do you like best about the product?
I like the fact that it can show you different areas from where the call came from. I also like the fact that you can pull reports right from it. It helps when you can separate callers into their own groups.
What do you dislike about the product?
I do not like how other people can change your status if they are not management. I also dont really like the fact that you have to enter all the call groups versus highlighting them to pull reports.
What problems is the product solving and how is that benefiting you?
I have solved a lot of issues with people that have hung up. It helps to be able to replay calls and go back in the conversations and listen. It really helps too when it was an angry customer.
Recommendations to others considering the product:
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good service
What do you like best about the product?
The app works and it helps our business communication with our clients on a daily basis.
What do you dislike about the product?
What is disliked is that the software takes time to learn.
What problems is the product solving and how is that benefiting you?
Customer communication
Great system with a good overview (agent status)
What do you like best about the product?
What I like the best = you can everything in 1 view so it makes it easy to spot people out of adherence so we can flag them to the TL's. I like the inbound contact counter Aswell we use those numbers for reports
What do you dislike about the product?
What I dislike is you can only use 12 widgets. We got over 1500 agents working so I have to split some agents on a different dashboard so we have the best view possible
What problems is the product solving and how is that benefiting you?
We can see agents in a quick view of what an agent is doing The benefit is that we can flag agents who are too long in break or aftercall. We can use talk desk for our reports to see the wider picture
A Talkdesk Admin experience
What do you like best about the product?
Talkdesk has a useability factor offered by no one else. As a Talkdesk admin, processes are quick, simple and easy to use. Whether that is setting up new users, developing custom dashboards from the broad range of reports or setting up custom workflows to ensure each call is being diverted to the correct department. Talkdesk does not fall short on added features.
What do you dislike about the product?
As an admin, I have found that new request for system features, upgrades and new report requests has been slow. The process in which requesting these changes is good. Talkdesk offers a community site whereby admins alike can submit report/change requests which is simple and easy to use. However, the rate at which these requests could be developed has room for improvement.
What problems is the product solving and how is that benefiting you?
Talkdesk has integrated with our Salesforce platform which has vastly improved how we analyze our calls and data. We have also worked with talkdesk on developing the auto dialer system. Once we are confident as a business we can roll this out we foresee that this is going to greatly improve the efficiency of some of our outbound teams.
Recommendations to others considering the product:
Recommend working with the support teams on your business requirements for reports. Although the reports are broad as a business we found there are still a handful of reports we would use daily that are not currently available.
Talk Desk - light, easy to use, but falls a bit short on reporting
What do you like best about the product?
Moving away from a telephony system that was based on hard phones, a bulky infrastructure (hosted in house) and a plethora of maintenance, Talk Desk was a breath of fresh air in its simplicity and lightweight back end.
What do you dislike about the product?
Where Talk Desk falls short is the reporting. It feels like a juxtaposition and the ugly duckling to the rest of the Talk Desk family; there are far too many reporting options but bizarrely misses absolutely "must-haves" such as being able to search via a customer's telephone.
What problems is the product solving and how is that benefiting you?
Another small issue we've had to solve in Talk Desk is the inability to assign Studio flows to individual agents. In our business, this is not a necessity but I can certainly see the business use for this. Hopefully, this is a feature that Talk Desk will consider when moving forward.
Recommendations to others considering the product:
If you're looking for a telephony product to replace the typical PBX, hard phone - make sure you consider Talk Desk! For all of the reasons above, but also due to the customer services qualities of the Talk Desk team. They are ever expanding and have always been a joy to work with.
Reliable Support
What do you like best about the product?
Very easy to communicate issues with the support team. Most fixes will happen within a short time frame as to not impact the business flow.
Very easy to use interface!
Very easy to use interface!
What do you dislike about the product?
There are issues every now and then with the Dashboard. Should have implemented permanent fixes by now. Even though the solutions come fairly quickly, the issues can impact the business performance at times.
What problems is the product solving and how is that benefiting you?
Clear and efficient communications with clients and customers where technical support or business solutions are provided.
Quality check can happen with a few clicks as the calls are recorded and are available for review.
Quality check can happen with a few clicks as the calls are recorded and are available for review.
Recommendations to others considering the product:
Go for it. The best of it's kind. Updated and in allignment with current trends.
Reliable
What do you like best about the product?
Talkdesk is a reliable tool that is a must-have to any business looking into switching from desk phones to a web-based phone system. The reports are amazing!
What do you dislike about the product?
Like everything, Talkdesk isn't 100% or 10/10 however, their support is top-notch and responds quickly if there is an issue.
What problems is the product solving and how is that benefiting you?
We love using all the reports to help us with goals and metrics for each customer service agent.
Talkdesk is easy
What do you like best about the product?
It's really great how you can interconnect all your needs, and have them connected in a user-friendly way. Every interaction gets registered with no manual work. It's super easy.
What do you dislike about the product?
I like everything. Maybe a scan test could be added. But besides that, there's nothing I dislike. It would be good also to be able to convert the time of interactions to different countries.
What problems is the product solving and how is that benefiting you?
As reviewed previously, I find really useful that interactions get automatically registered. There is almost to none errors in the calls, no noise, no disconnections. It's really good.
Recommendations to others considering the product:
My recommendation is for people to give it a try and compare it with other services. They will find it more intuitive and easy to use.
Bassias review
What do you like best about the product?
The ease of functinality, lines are clear and not blurred or with interferance and transferring calls etc is seamless.I use this software with salesforce and it is seamless.
What do you dislike about the product?
Sometimes there is a slight lag when ending the call and going to log notes, that could be improved on. Sometimes i think it would be great to be able to edit the talk desk appearance to better bring attention to it, minimising functionality or lock to bar
What problems is the product solving and how is that benefiting you?
Assisting clients in solving problems, helping with sign ups and walking through their side of things. Talkdesk feeding the clients calls straight to me is very helpful to avoid further back and forth unnecessarily.
Recommendations to others considering the product:
This is a very easy system to use, it works well with other call centre programs such as salesforce and is highly functionable.
talkdesk is easy to use and user friendly
What do you like best about the product?
that we can download reports and keep track of our agents
What do you dislike about the product?
nothing at all very user friendly and easy to handle
What problems is the product solving and how is that benefiting you?
able to see the status that my agents are in and the use of that status
Recommendations to others considering the product:
yes, it allows for it to be basic but as well if you need more insight we can always go to reports
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