Talkdesk

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.

Powerful phone system, though focus shifting away from startups

Opmerkingen: We needed a phone system which allowed our distributed team to take business calls on mobile numbers and not expose their personal phones. Talkdesk has empowered this use case, though we wish the apps were easier to use.

Pluspunten:

Product is full featured, including full ability to call anywhere (including internationally), digital voicemail, contact management, calling from a browser, analytics and performance statistics, and integration with CRMs. You can also receive incoming calls via phone line rather than just via data connection. Many customization options including business hours settings, which phone lines to ring in certain circumstances, and a call tree builder are also helpful.

Minpunten:

For the longest time, Talkdesk did not have apps for iOS nor Android, but now it appears that they do as of October 2019. Even still, you need to activate the app via a technical support request, which is not a very user-friendly way to handle things. The web-browser based version occasionally hangs (nonresponsive) and a page reload is required, even though we are using a modern computer and modern browser. We've also noticed that the company's focus is shifting away from small customers and startups towards only enterprise customers, so the platform is not as easy to deploy or use for this segment as it was before.

Talkdesk review from AE

Opmerkingen: I have reached out to support on several occasions. I tried to explain the problems I was having but they could not figure it out.

Pluspunten:

I like it allows me to make calls. It is very easy to sync with salesforce and gong.

Minpunten:

The setup is very hard. Most calls that come in are missed. Voicemail only works when my phone status is set to away. If I am on another call the call coming in will just ring

Talkdesk: The perfect tool for your support team!

Opmerkingen: It has been an awesome experience using Talkdesk. This software has allowed us to grow and has supported us at every step. Additionally, their CX team is outstanding and very supportive.

Pluspunten:

This software is incredibly easy to use. Agents learn to use this tool in a matter of moments. Additionally, the Studio for IVR allows incredible flexibility in our IVR. This has made it easier for client to get to the correct team and helped to improve their overall satisfaction.

Minpunten:

The Reports. Talkdesk recently launched Explore which houses all the reports in one location but it is still really hard to know which report to run. Once you find your desired report, you need to pull it out to excel or google sheets to manipulate the data and build any kind of visual. However, most of the data you want can be found in these reports.

My Talkdesk experience

Opmerkingen: All people from Talkdesk are very involve since the deployment process. During implementation, we deal with PS, they are just amazing, and they understand very well our organization and how we work. They also help us to improve our contact center. After implementation, we have our CSM and TAM who are taking over and it was very smooth. When we were on "run" the support team have been also very reactive, they answer very fast on all our quick request.

Pluspunten:

The best feature for me is the Salesforce integration. It was on our main requirement and I'm really happy because it's 100% integrated. The other thing very important is the easy way to implement the solution. Talkdesk is a very user-friendly tool and it's an easy software to use

Minpunten:

I would like to have more options and granularity on the Talkdesk roles and be able to personalize more who get access on which feature

Talkdesk everything you want with a clean UI/UX - CCaaS

Opmerkingen: OUr customers want quick and easy access to their reps by phone. Talkdesk makes that possible. Management wants an integrated phone system to be able to view high level data in other areas of our business. Talkdesk is the CCaas that fit our needs.

Pluspunten:

The ease of use the my favorite thing about the software. As a daily user and admin, Talkdesk isn't part of things I worry about breaking, it just works. It works for me and new hires alike.

Minpunten:

Call quality. If talkdesk could fix the random bouts of call quality issues, then this would be a near perfect solution.

Why we chose Talkdesk

Opmerkingen: Overall, it has been a positive and pleasant experience. They are always responsive, always open to feedback and will go the extra mile to assist with special requests.

Pluspunten:

Ease of setup, the support provided, constant updates and integrations with other software and services. Constant updates from their development team on new features and services.

Minpunten:

Could use some additional features such as multiple dashboards to monitor multiple centers/ring groups

Easy to Use

Pluspunten:

Talkdesk is a basic and simple phone software that is great for beginners, and includes a lot of basic reporting and analytics for someone who may be less experienced at pulling this information or tracking KPIs.

Minpunten:

The callbar often glitches, and there is some missing basic functionality (you can't place a customer on hold and then make a transfer, there is a limit to the amount of external contacts you can have available in the callbar, etc.)

Talkdesk app for Salesforce

Pluspunten:

it was easy to implement and customize with the product

Minpunten:

The way it interprets data. You really have to dig and email the representative to get some of the metrics needed or interpret some. It shouldn't be that hard to get some metrics pulled up.

Amazing Call Center Management

Opmerkingen: it has been amazing, time and user friendly and very impactful in tracking and managing customers to.

Pluspunten:

Talkdesk serves as a user-friendly call center application that encompasses all the essential features for effective customer service management. Its automatic call distributor facilitates swift connections between users and agents. Furthermore, seamless integration with Zendesk enables the efficient handling of digital support tickets, with a straightforward implementation process.

Minpunten:

There was no least feature, everything has been helpful so far since u started using it.

Talkdesk is an excellent app that provides exceptional customer service

Opmerkingen: Talkdesk is a comprehensive and user-friendly contact center software that provides businesses with the tools they need to deliver exceptional customer service. Its omnichannel support, customizability, integration capabilities, and reporting and analytics make it an excellent choice for businesses of all sizes.

Pluspunten:

Talkdesk is easy to set up and use, even for those with limited technical knowledge. The user interface is intuitive and easy to navigate, and agents can easily switch between channels. Talkdesk supports voice, email, chat, and social media channels, allowing businesses to provide support on multiple platforms.Talkdesk is highly customizable, allowing businesses to tailor the software to their specific needs. This includes customizing call flows, IVR menus, and agent scripts.Talkdesk integrates with a wide range of third-party applications, such as Salesforce, Zendesk, and Shopify, allowing businesses to easily sync data across multiple platforms.Talkdesk offers in-depth reporting and analytics, giving businesses insights into agent performance, call volume, and customer satisfaction.

Minpunten:

I like Talkdesk for enhancing customer service, and I do not have any specific dislike about it. However I can mention a couple of areas that the software can be enhanced in. Talkdesk does not offer some advanced features that other contact center software may provide, such as speech analytics or AI-powered chatbots.Some features, such as the chat widget, are not as customizable as other customer service tools, limiting businesses' ability to tailor the software to their needs.

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.

Full Experience

Opmerkingen: The talk 360 software gives me faster and secured connection when communicating

Pluspunten:

The easy communication of the talk desk software has made my business activities running quickly the contact of staffs

Minpunten:

The talk desk software's use is like the previous phone contact software we use on our phones way back but it marketing should be improved to enable many uses which attracts fun, since it's a new software

So glad we made the move to Talkdesk!!!

Opmerkingen: I love it and I love the people who run it. Honestly our lives have been SOOOOO much better since coming over from ZenDesk. I am not putting down ZenDesk either, their help desk platform is hard to beat. But for the calling feature which is all we use, Talkdesk does it much better and saved us thousands a year!

Pluspunten:

What I like most about this software is that IT WORKS!!! We have used two other systems in the past and both were iffy at best, often went down, and when they did it was always someone else to blame. Talkdesk has outstanding uptime, in fact I cannot think of a single outage in a year of using them. The cost is much less than we were paying, and their support is extraordinary!

Minpunten:

The licensing can be a bit tricky to figure out as they have some seasonal ones you can add but sometimes that's confusing and doesn't happen quickly if you need to add them. But that is also planning on our part and giving them time.

Easy to set up and feature full contact center

Opmerkingen: Overall experience is positive, it has many great features, a click to call extension, a callbar. It also has some things that are missing, however, the overall experience, we as admins of talkdesk, and our agents is positive.

Pluspunten:

The most I like about talkdesk is that it has many integrations with other 3rd party sites, such as Salesforce, Kustomer, Ytica, etc. And all of these integrations are already included, out of the box -- we don't have to do any coding, or API calls ourselves. Besides that, we also like how easy it is to set up new agents, give them a new number, or add them to a ring group and they are ready to make and receive calls within minutes.

Minpunten:

The least I like about Talkdesk is the reporting section. Granted, their scheduled reports and dashboards are great tools which we use daily; however they lack some quality of life features that will make creating and editing reports from a chore to an enjoyable experience. The issue is that, once a scheduled report has been created, it cannot be edited anymore, and our team frequently has new hires and transfers so we have the need to add new members to different reports, but that is not possible, and instead we have to recreate the whole report from scratch.

Lacks basic features you would expect in a phone software

Opmerkingen: Overall, this has been a poor platform when it is used for general telephony purposes, i.e., just making and receiving phone calls as you would use a desk phone.

Pluspunten:

This is a very easy platform to use and easy to look up your voicemails. I thought the desktop app was good at notifying me when I was receiving an inbound phone call.

Minpunten:

I used a paid version but evidently didn't pay enough. I would expect a phone software platform to email me a .wave file of the voicemail itself rather than always having to log into the software to check messages. It was also immensely frustrating that voicemails (inside the app) were not time stamped. They would simply say that they had been received "2 hours ago" or, worse yet "1 day ago." That is not helpful when I need to know exactly when that person called me. The call logs were also very confusing to distinguish between an inbound call, an inbound missed call, an outbound call, or an outbound unanswered call, just really messy UX.

A fresh take on an old necessity

Opmerkingen: There are a lot of longstanding names in the call center software arena. Like many verticals with legacy providers, aging code bases make agile integration, extensibility, and the introduction of innovative new capabilities difficult. Talkdesk is the relatively newcomer to the cloud call center software space that we found to be the perfect mix of fresh, full-featured, and reliable. After all, your phone system in nothing on which you can take a gamble. As we have grown and our needs increased, so too have the capabilities of the Talkdesk platform. We have been very happy with the decision to leverage Talkdesk as our call center solution and look forward to continuing to leverage new platform capabilities as they are introduced.

Pluspunten:

1. A wide array of out of the box integrations with other widely used platforms 2. Great customer success management 3. An innovative team that is eager to add platform capabilities but consider tackling in new, potentially more effective ways than what currently exists. 4. Lots of opportunities to share feedback and participate in new beta offerings 5. Good value for the price per seat 6. Effective as a cross-company phone solution, both for call center and non call center staff.

Minpunten:

1. An API to an API. Because TalkDesk is built on top of twilio and other telephony providers, the API is effectively a bridge to another API which currently limits integration capabilities. 2. Sometimes slow to respond or ineffective technical customer support when troubleshooting integration issues.

TalkDesk is one of my favorite tools when it comes to calling, routing, and recording calls.

Opmerkingen: I am pleased with my experience with TalkDesk. The app is easy to use when doing simple things and the support team has been very responsive in helping me troubleshoot any issues that I have had.

Pluspunten:

First, I like it because it is a user-friendly platform that is easy to navigate. Second, the customer service is excellent and the team is always willing to help with any problem or questions that I have. Finally, I like it because it offers a free trial period.

Minpunten:

The interface sometimes confuses me and can be complicated to use. Also, it does not offer as many services as I would like it to offer. Additionally, the fees are high considering I don't use the service often.

Easy to navigate

Opmerkingen: Like mentioned before, working in customer service there is a lot of times where I had to speak with the customer call someone else at the moment. Putting the customer on hold and at the same moment calling at a different place was really helpful. Great service! Really satisfied.

Pluspunten:

I would say the best thing is that it is really easy using the Callbar, reviewing calls, conference calls, transferring calls, etc. While working in Customer Service I used Talkdesk 8 hours a day and for that kind of job is very important to have a fast and easy way to reach out to the customers. Being able to find previous calls in two clicks is the best thing ever. Yes, you have to put the number but that's about it. When you put the number it takes you to a site where you can check all the calls you made with that phone number, even years ago. I could've listened to a call that my colleagues made which help me perform better in my call.

Minpunten:

So far, can't complain. There were times that the widget would not work but the web was always working as a backup plan.

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

The Software with the best Customer Support

Opmerkingen: An amazing app with the best customer support out there. Their team is excellent.

Pluspunten:

The customer support is exceptional have had several personal customization aspects I wanted to be added to the software and not only was customer support efficient, reliable, and effective they were always on top of my issue.

Minpunten:

minor issues such as some lines end up crashing and you can't really call out from them. Which if you paid for the line is quite annoying but they're prompt to solve the problem.

Great when it works, horrible when it doesn't

Opmerkingen: Overall, it is a tool that works 90% of the time very well. However, when it doesn't work that 10% of the time it is a huge downfall. It is the one system that people I work with actually gets really mad at.

Pluspunten:

I think for a phone system, it has all of the functionality that my company needs. You can call out to clients, internal team members, conference people in and record conversations. It even has an integration with Salesforce.

Minpunten:

When it doesn't work for no reason. Sometimes, I'll get off of a call and on the next call for no reason, the person on the other end can't here me. To fix this sometimes i need to restart my computer. When you are conducting important meetings and calls all day, this can be frustrating.

Great tool for international companies

Opmerkingen: The benefits we have realised is that we can work easily with a big team and call across markets.

Pluspunten:

The best features are the ones that our customer service and sales team use. The teams have to do calls on a daily basis and our customers are all over the world. We need to track our calls and make sure the experience with customers is the best we can offer. When we have new agents we use Talkdesk to listen to their calls and give them feedback.

Minpunten:

So far we had only one issue. One day where Talkdesk was done, but the customer service helped us quickly and made us a discount on the next month's payment because of the time the app was down.

Great softphone \ telephony SaaS for SMBs and startups

Opmerkingen: Great option for multi-line multi-lang customer service, sales and tech support lines.
One-stop-shop that includes landline numbers provider, traffic and the softphone solution.

Pluspunten:

– Ability to add numbers from various countries – Visual IVR builder – Decent audio quality – Lots of features

Minpunten:

– It's not that easy to integrate Talkdesk into existing ecosystem (e.g. to make IVR pass digits to an in-house solution and then make a transition based on that system's response)