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talkdesk review
What do you like best about the product?
i love that its an application i can use to make outbound and inbound calls
What do you dislike about the product?
the connectivity can be a bit frustrating at times
What problems is the product solving and how is that benefiting you?
allows my company to receive inbound and outbound calls
Talkdesk - Game Changer
What do you like best about the product?
They have unleashed more capability to maximize your Support Center impact. You have the ability to add these pieces seemlessly and easily. A great support team focused on your success.
What do you dislike about the product?
No dislikes just being able to stay alinged on ramp plans is critical.
What problems is the product solving and how is that benefiting you?
driving efficiencies in the operation and effectiveness in supporting our customers.
Correct and easy-to-use CTI
What do you like best about the product?
It is very easy to configure and show to the user
What do you dislike about the product?
There are some errors to solve in the field mapping in Salesforce Integration with Talkdesk for Salesforce
What problems is the product solving and how is that benefiting you?
Thanks to Talkdesk we have centralized customer telephone support across multiple agents.
Comfortable customer support
What do you like best about the product?
Simplicity and seamless transition between calls, chats and messaging. Everything is intuitive and nicely designed.
What do you dislike about the product?
The only downside i can think of is missing a Dark theme.
What problems is the product solving and how is that benefiting you?
The main function I like is having evaluations integrated into the same program as well as the AI summary which saves a ton of time and effort.
TalkDesk is the best calls tool
What do you like best about the product?
How smooth and easy is to handle, the buttons are self explanatory and easy to locate, no difficult or complicated access points, makes our life easier
What do you dislike about the product?
Nothing, so far the best tool I've had in my life
What problems is the product solving and how is that benefiting you?
Pretty much helping me do my job, contacting customers in an efficient and great way, no white noise, no disconnections, pretty smoth and good functioning
Great & Thorough Training
What do you like best about the product?
I recently completed the TalkDesk Certified Specialist training in TalkDesk Academy. I thought the training was very thorough, and I really liked that after every section, there was a short quiz. When I'm doing training, it's hard to focus on small but key specifics of the topic. This is where the quiz at the end comes into play. There will be a question that has two possible answers and I'm torn between them. Then I can go back into the training and review that specific section because I clearly missed a key aspect of the training. There are a lot of features that TalkDesk offers to admins so it's important to go through all of the trainings so you don't miss anything.
What do you dislike about the product?
TalkDesk is more complicated than other CCaaS solutions out there. This wasn't as intuitive or user friendly as other options that I've seen, but it wasn't the most complex either. Other than that, I think the solution has a lot of great offerings and features; it's just a bit complex on the admin side.
What problems is the product solving and how is that benefiting you?
TalkDesk is a great solution for the contact center space. I love that it has an offering for internal staff for every step of the cycle. The AI-powered omnichannel just elevates the customer experience, and provides the end user with an overall positive experience.
Quick and powerful solution to implement for the integration of AI tools
What do you like best about the product?
Simplicity of use and creation of routing paths. Integration of AI modules into the customer experience and the agent console.
What do you dislike about the product?
ability to improve on real-time report creation (number of indicators)
What problems is the product solving and how is that benefiting you?
issues of effective call distribution across agent groups. Accelerate 1st call resolution through the use of the Agent copilot
Great potential
What do you like best about the product?
The live call transcript is nice and the AI implementation usually useful. The fact it has capabilities to measure conversation tone and when reviewing agent calls allows supervisors to also see exactly what the agent did during the call is very nice. While routing doesn't always feel intuitive, the ability to change it on a dime is an enjoyable feature as well.
What do you dislike about the product?
Compared to similar software, the ability to search for cases based on keywords or specific targets without already knowing exactly what you're looking for is buggy at best. It does glitch regularly enough to be considered a downside and has a habit of importing incomplete customer information or merging multiple unrelated entities into one. The AI's ability to learn also remains in question, on that point at least this may be more user error than software however.
What problems is the product solving and how is that benefiting you?
For a company that provides a remote working environment, TalkDesk is providing an effective and easy way to communicate with customers while also simplifying collecting and reviewing data in many ways. As a Tier 2 employee this is helping me identify where agents need assistance and be ready to effortlessly accept a transfer or even jump into the queue myself.
Talkdesk has proven to be an intuitive and efficient tool for customer support.
What do you like best about the product?
Talkdesk is an intuitive and comprehensive platform for customer support, offering omnichannel service, intelligent routing, native CRM integrations, and real-time monitoring features. Its AI automation capabilities, detailed reporting, and cloud-based interface simplify daily tasks for agents and managers, improving efficiency, reducing handling time, and providing a faster, more personalized customer experience.
What do you dislike about the product?
Although Talkdesk is a robust platform, it has some limitations, such as difficulties in customizing reports and more complex workflows without technical support, as well as a learning curve for advanced features. There can also be occasional instabilities, complete dependence on the internet, and, in some cases, slow technical support.**
What problems is the product solving and how is that benefiting you?
such as long wait times, difficulty managing multiple channels, and lack of quick access to customer information. This has benefited my work by enabling faster, centralized, and more efficient service, improving customer satisfaction and making it easier to track interactions.**
Omnichannel Support, Data Driven AI, Full of Capabilities
What do you like best about the product?
I love how many capabilities there are, I started out in Talkdesk as a front end user and there was a bit of an adjustment phase. However, once you start diving in you can see how helpful the tools can be. Having AI help you while on calls is really beneficial to customer support and I feel like it gives the agents more confidence while on calls.
I am currently spending my time reviewing and teaching our AI Chat Bot. The options on the back end are endless. As technical as it seems, I picked up everything I needed to know about teaching the bot fairly quick, and no I have never worked with systems or AI.
I am currently spending my time reviewing and teaching our AI Chat Bot. The options on the back end are endless. As technical as it seems, I picked up everything I needed to know about teaching the bot fairly quick, and no I have never worked with systems or AI.
What do you dislike about the product?
I dislike having only 1500 characters to tell the chatbot everything she needs to be, I feel like there are corners I am cutting while trying to teach her. I also find it frustrating that we can't have the bot escalate customers to the agents after hours.
What problems is the product solving and how is that benefiting you?
I think that talkdesk is solving our excess calls with product questions and subscription inquiries. By using Hannah (AI Chatbot) on the website customers are finding the answers they are needing and are being helped. This is benefiting me by reducing the amount of inbound phone calls, which in turn is benefiting our customers by lowering the time they are waiting to be helped.
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