Talkdesk reviews

TalkDesk is above the rest! - Cortney K

Opmerkingen: TalkDesk has been reliable and above the rest. We started with ShoreTel and switched to TalkDesk and the improvements are not measurable.

Pluspunten:

The ease of use is the best. As long as you have an established internet connection, you can use TalkDesk anywhere!

Minpunten:

Sometimes the audio is best when connected via ethernet cable.

Saved My Fashion Brand Business

Opmerkingen: Overall, Talkdesk has been a game-changer for my business, allowing us to deliver the exceptional support that our customers expect and deserve. We're confident that our partnership with Talkdesk will continue to drive our success and help us to achieve our customer service goals for years to come.

Pluspunten:

My business, Kixara is a company that values customer service , and we were thrilled to find a partner that shared our commitment to delivering exceptional support. Talkdesk has helped us to streamline our customer service operations and provide faster, more efficient support to our customers.One of the key benefits of Talkdesk has been its ease of use and intuitive interface. Our team was able to get up and running quickly, with minimal training required, and the platform's flexibility and customizability have allowed us to tailor our customer service operations to meet our specific needs.Talkdesk's advanced analytics and reporting tools have also been invaluable, providing us with valuable insights into our customer service operations and helping us make data-driven decisions. We've been able to identify areas for improvement and implement changes that have resulted in faster response times and higher customer satisfaction ratings.

Minpunten:

As a business that values exceptional customer service, there were times we experienced occasional bugs or technical issues. This normally causes disruptions to our customer service operations, leading to delays or frustrations for our customers and representatives. However, we appreciate that Talkdesk's customer support team is always available 24/7 to help troubleshoot and resolve any issues that may arise.

Sleek Product for Small Start-Ups

Pluspunten:

Talkdesk is a very easy and intuitive product to figure out, both on the front and back end. If you come across any issues, their support team is always quick and thorough with their responses.

Minpunten:

One of my biggest obstacles with TalkDesk is the reporting functionality. While I feel the front end is great, the back end reporting is sort of all over the place. Many of the reports need to be sent, rather than viewed in the browser. If they made the reporting as intuitive as the call interface, this product would be stellar!

Great Experience with Talkdesk!

Opmerkingen: Overall, my experience with Talkdesk has been great. It is a great customer service tool that is easy to use and provides great customer support.

Pluspunten:

Talkdesk offers an easy-to-use interface, making it very simple to set up and manage my customer service. The customer service team is also incredibly helpful and always responds quickly to any inquiries.

Minpunten:

The pricing could be more affordable and other features could be improved, such as the reporting and analytics.

A fantastic all-in-one phone solution : Talkdesk.

Opmerkingen: With all of our other systems, this service works seamlessly. For all aspects of our operations, we utilize various phone lines using this service. TalkDesk is a fantastic product all around. It is a perfect fit for our Contact Center because of its user-level user-friendliness and simplicity.

Pluspunten:

The overall caliber of each call is the most major element. Both you and the customer can hear each other clearly. I adore how effectively it integrates with Zendesk and how well their voicemail system functions as well. Additionally, the opportunity to quickly call my customers with only a press of a button.

Minpunten:

None that I can think of as so far the tool have been excellent in all ways and form. But I have a suggestion, It would be a good idea, to add a feature that allows you to put the customer on hold while calling another number from the same account.

One of the best software for call recordings and clear calls.

Opmerkingen: My overall experience was not that great especially with call distribution but with a few improvements talkdesk could work better or even the best.

Pluspunten:

The most impactful feature for me is the clear call and call recording. You will be able to track your calls and missing recordings in no time.

Minpunten:

Not fair call distribution. Only one agent that is on the priority list is getting the calls

Good tool for quality check

Pluspunten:

It's very easy to use, since it's simple, but quite complete.It's very flexible and the report features are very complete, allowing us to have a wide and clear vision of our performance.

Minpunten:

Since it doesn't have the "search" option, we need to go over all chats to find the client we need. It's not very intuitive.

Talkdesk Review

Pluspunten:

It had an intuitive interface that made it easy to set up and manage my customer interactions. Flexible customization options, advanced analytics and reporting, and integrations with other business tools.

Minpunten:

The user interface isn't as user-friendly as some of the other solutions, and it can be a bit confusing and complicated to use.

Definitely a must for contact centers!

Opmerkingen: Overall, perfect for contact centers set up where calls are coming in and out to keep the business going with such ease.

Pluspunten:

The easy and even navigation of calls. Clear audio. Effortless transferring of calls to different channels.

Minpunten:

I think its the separation of a third party CRM from it. It would be perfect to have to access calls without having to open two tabs.

Great Software, A few bugs but things are getting better

Pluspunten:

I love how easy this app is to use. I use Talkdesk daily in a healthcare call center setting. The calls come through smoothly. They are easy to disposition and listen to. I really enjoy using this service.

Minpunten:

It is sometimes glitchy. Agents at my current job have had calls come through while they were on a call. It also lags when it is ringing, this could be due to high call volumes.

Great experience so far

Pluspunten:

We've had a pretty good experience with TalkDesk since we launched it a few years ago. We love the ease of configuration, the built in reports, the great user interface, and the modern design. We switched over from a legacy/long-time vendor that was reliable, but very difficult to customize or even to pull reports from.

Minpunten:

TalkDesk should do a better job recommending hardware for agents. We had to go through 3 different headsets before settling on a good one. We also did have some complications during on-boarding but this was a few years ago so I'm sure they improved their process.

Talkdesk Review

Opmerkingen: Good product, always improving, good customer service, easy to rollout and administer.

Pluspunten:

App can be used from anywhere and allows our servicedesk to be mobile and take calls from anywhere. Always listening to feedback for future features. Good call quality.

Minpunten:

Features can take a while to roll out even when promised by a certain date. Reporting could be more robust.

There is no Better telephony software!

Pluspunten:

We use Talkdesk with our multiple salesforce instances. TD makes integration between the two systems, and management of the integration very easy. Click to Dial has become heavily relied on to provide relative metrics behind our outreach, I don't believe we could've come as far as we have without Talkdesk.

Minpunten:

There are still some feature I would like to see enhanced in order for the tool to provide further insight. Reporting could use for enhancements to provide between usability. Secondly, I would to see improvements around the ability to distinguish between multiple records which may have the same name.

Talkdesk is an awesome all in one phone service.

Opmerkingen: I would highly recommend this service to companies in need of an online phone system.

Pluspunten:

This service integrates well with all of our other systems. We use different phone lines with this service for all ends of our business.

Minpunten:

Setup could have been a little easier, but support was awesome.

The Best, Near Perfection Integration

Opmerkingen: We have been using both SalesForce and TalkDesk for more than a year now for our company and it could have never been easier compared to what we were using before, I am really thankful that our team have discovered this platform. We started using SalesForce first for a few weeks but then TalkDesk happened and it has never been this easy for me and my team, Calls logged automatically, Cases auto populate with the correct and necessary details which results in fast and efficient customer response and information backtracking. We can never ask for a better service, The Talkdesk Live at our dashboard was super helpful for managing our Agents and for tracking our service level rates which is very important if you are working for a customer driven company/job. The only hiccup that we have experienced overall is SF connector not linking properly to the TalkDesk widget in which we figured was caused by Internet fluctuations whenever the connection speed gets lost/slow but with coordinating this with the Talkdesk Team and our IT department we were able to fix the issue and it barely happens anymore and when it does occur it can be easily fixed by reloading SF. Such an awesome service.

Pluspunten:

Integration is a breeze, My team and I never encountered any issues with the integration and the information of any of our call logs getting lost/missing

Minpunten:

Callbar integration would sometimes disconnect fail, there are times where the information takes minutes to get transferred to Salesforce which is detrimental to fast customer interaction

Fairly innovative company, not perfect but who is

Pluspunten:

We've been with Talkdesk for over 2 years, and in that time they've proven to be hungry for the market, very innovative and collaborative. The product is fairly robust and there are releases fairly often for improvements, minimal downtime and a nice UI/interface. The sentiment reporting is invaluable and you often don't have to reach out to support since their knowledge base is ridiculously thorough.

Minpunten:

We definitely noticed with the departure of our first CSM and transition to another, our rose colored glasses started to come off. Talkdesk suffered some serious outages later in 2017 (though they did their best to make it right after the fact). There are some seemingly obvious improvements that could be made to the product that they have so far de-prioritized over those shiny "innovative" features. Reporting more often than not requires exporting CSVs in order to truly dig into the data, and when you do have to contact support you'll always get a canned response, have to clarify and emphasize again, *then* the agent starts to answer your question.

Good Value

Opmerkingen: Overall, TalkDesk is a wonderful product. Its simplicity and ease of use at the user level makes it a great fit for our Contact Center. While I would like to see some changes to StudioFlow and other Administrator functions TalkDesk still offers one of the best VoIP systems currently available for the price.

Pluspunten:

The Talkdesk interface is a fairly easy system to navigate. From a user perspective, the software makes it simple to answer and transfer calls using a Web Widget. From a management/admin perspective, the software data analytics interface has become more robust in the last year which allows us to have more key insights into agent productivity and how we are interacting with our customer base.

Minpunten:

The new studio flows are not user intuitive. I wanted to love them but the support guides for setting them up were not really helpful and it took hours of troubleshooting to get them going. There have also been more frequent outages with TalkDesk over the last couple of months. We have never had issues with downtime with TD prior to this.

This is how you communicate with your customers fast and effectively!

Opmerkingen: Manual calls are now the thing of the past. I can simply hit a link for the customer and talkdesk does the rest. It provides a new age alternative to the contact center world.

Pluspunten:

The ability to easily connect with my customers via phone with a simple click of the button. I also love that it is compatible with Salesforce. I also love the reporting features. This allows me to listen to the calls of my representatives and it provides me with a report on our KPI's. - Kenley B

Minpunten:

There is no texting feature. Most customers love to text or take a call these days. I think talkdesk could do wonderful if they incorporated a texting feature to their platform. I also would like for a whisper effect on the reporting feature. The ability to say something to my representative while they are on a call, and customers cant hear what I'm saying would be amazing. This way I can coach them on what to say without distracting them from the call. - Kenley B

Great for all businesses that have Sales and Support teams

Opmerkingen: Great to use. Would recommend to everyone to use asap.

Pluspunten:

The most important feature is the overall quality of each call. The client can hear you and you can hear the client properly. I love how it works with Zendesk really nicely and their Voicemail system works well too.

Minpunten:

The recordings. When listening to recordings, the caller and agent voices go between 2 speakers on the headphones and its a bit irritating

Dependable and Resilient .

Pluspunten:

Talkdesk has proven to be an extremely reliable software for our company. We've been using it for about 5 years now and have had very few issues. The customer service is exceptional. Any time that we have had an issue, customer service is quick to respond and rectify. I love that the program is so resilient also. Our call volumes fluctuate intensely and Talkdesk can handle whatever is thrown at it. We have gone from getting 300 calls per day to 300 calls per hour and we rarely notice so much as a hiccup. The program is easily customized and very user friendly.

Minpunten:

The only thing I would like to see is more customization on the reporting. I would love to be able to have more options to build my own reports, however, our account rep is very accommodating with having reports built for us based on our needs.

Helpful for a small-to-mid call center, could use better reporting.

Opmerkingen: Before Talkdesk, we had a legacy PBX system that was old and clunky, to put it mildly. Talkdesk's implementation process was extremely smooth, and their implementation team was right there any time we hit a bump. Responsiveness did decrease SLIGHTLY post-implementation, but not to any concerning degree. Bottom line is that we are getting our phone calls and able to track them to improve processes and overall business function.

Pluspunten:

The ease of use and general aesthetics of the software. Everything looks clean and modern. Live dashboards look great, reports look great, the whole UI is beautiful. Generally speaking, it's very simple compared to other more complex legacy phone systems I've used. The process for setting up new agents is intuitive.

Minpunten:

There is a lot to be desired about the flexibility of the reporting functions. For most of my more complex call center metrics, I have to export mass call data Excel then slice and dice from there. They have great basic reports out-of-the-box, but our call center has some nuances that their stock reports don't capture. I wanted to be able to take any field/metric in the system and build a report around it, but that's not possible, at least not yet. They have informed us that they will be rolling out brand new custom reporting features soon, I'm excited about. I only dock them one star for this, however, because the bottom line is that my data is in their system, which integrates with Salesforce. So, even though I can't get my metrics the way I want to from inside Talkdesk, I can still export or run in Salesforce just fine.

Wouldn't be able to scale my business without it

Opmerkingen: Excellent. Already renewed my licenses for next 2 years.

Pluspunten:

I can run my call centre from any location and take advantage of deeper agent pools around the world. Furthermore, it enables me to offer work from home functionality to all my agents which helps with hiring and overall agent welfare.

Minpunten:

Implementation and support can be patchy at times. Self-service not available to add agents.

The best experience using Talkdesk

Opmerkingen: I am part of an SEO agency and it was going to be impossible to work without Talkdesk. We need to communicate with the customers on an everyday basis. Our managers can keep a track on our performance using the reports.

Pluspunten:

Talkdask is really fast and easy to use. It is very easy to install it and adapt to it. All the calls are recorded and you can pull out any reports you might need for inbound or outbound calls. This helps to keep a track on the progress of our everyday basis at work. We are using it at work to communicate with our customers and they can have our numbers and leave voicemails.

Minpunten:

There is nothing to dislike regarding this amazing tool. I don't have any complaints. The only thing I would like to mention is more a suggestion than a complaint or dislike. It was going to be perfect if Talkdesk will be able to automatically recognize the country code of the phone number.

Perfect for modern call centers

Opmerkingen: We use talk desk to manage our call queue for a modern support center

Pluspunten:

Reliable, user friendly and allows us the ability to manage incoming calls and also gives admins options to review our teams work and listen into live calls

Minpunten:

Sometimes the software can go down but it’s pretty rare. They also have super responsive customer support

Excellent product and experience!

Opmerkingen: It allows us to do a lot of outreach both inbound as well as outbound. Then using the group call feature is a bomb.

Pluspunten:

Talkdesk is super simple and easy to use and it allows for calls to be recorded, so there's no forgetting anything that happened and there is no misheard numbers and emails, since everything can be played back. The feature that allows trainers to be listening to calls while the calls are being made is also a great bonus when it comes to a rep's performance and feedback.

Minpunten:

Sometimes when an inbound call comes through, and the rep is on another call, it doesn't notify you immediately that there is a call missed/waiting.