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.

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.

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.

The Ideal Call Center Management For Business

Pluspunten:

With Talkdesk, we have been able to monitor calls and the software makes handling customer service better From VoIP to call center management and call tracking, Talkdesk has it all and this makes it great.

Minpunten:

With Talkdesk, we have nothing to complain about as it has always delivered.

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.

The Future is Bright

Opmerkingen: Overall, Talkdesk is fantastic. They might lack some bells and whistles that some of the competition has but they move quick and are willing to work with their customers and get their feedback.

Pluspunten:

I love the focus on ease of use without missing out on any features or power. It's all cloud-based so it's easy to deploy and ensure that your contact center is prepared for the future.

Minpunten:

They do often get ahead of themselves when it comes to marketing features that aren't ready yet. They do great on vision but sometimes they roll out that vision before the product is ready. This means you might be getting sold something that isn't fully baked.

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.

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

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.

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

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!

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.

Easy to use

Opmerkingen: My overall experience with helpdesk was ok we had some challenges. I think you guys should look into making an update with the logging feature.

Pluspunten:

I love how it provides a detailed breakdown of an agent performance at a given time.

Minpunten:

I really think you guys should include a time stamp so it's easier to log, track and review interactions.

User-friendly and easy to use

Opmerkingen: It helps a lot with the proper call distribution, which is crucial for multi-language support. In addition, the ease of manipulating the roles and the lines, allows us to react immediately, depending on the languages and priorities needed on the spot.

Pluspunten:

The ease of installation, usage, and fast reporting tools. Easy to be set up for new agents and changed for the current ones, along with the user-friendly UI, which allows prompt assigning of different roles, access, and support lines.

Minpunten:

Actually, the tool is really user-friendly, even for the admins. However, It will be a good option to have the calls/chats distribution prioritization a bit more customizable. I've run over the default prioritization, which is quite logical and brings a lot of sense and light over the talkdesk work, but it would be great to have the option to prioritize the distribution to a particular agent and then to change this prioritization to another one. Especially, when we work on different languages, level of expertize, and have different contact channels.

Talkdesk for users

Opmerkingen: overall, my experiences has been exemplary with talkdesk as we're able to integrate this with zendesk which is a huge plus

Pluspunten:

ease of use voip system allowing you to use not only via desktop/laptop machines, but also configure it via mobile app

Minpunten:

sometimes, the servers just goes down where you would only know that there's a downtime by experiencing issues or by visiting the status page

A decent and pleasant experience with TalkDesk

Opmerkingen: My general perspective of Talkdesk is positive! However, due to the amount of times that my out going calls get disconnected, it may stop me from being a fully advocate for Talkdesk.

Pluspunten:

I really appreciate how user friendly Talkdesk is. I feel very comfortable navigating my way through the system anytime I'm making my calls or looking for previous calls. It provides clear information while also making it easily accessible for you to find that information. Talkdesk is very easy to use in any work environment and something you can learn to pick up very quickly!

Minpunten:

Often times, I find that Talkdesk disconnects my calls or availability for a call. There are times when the Call Dispositions fail or my call will drop and I will have to restart my Talkdesk. Sometimes more than once a day. I have found that this usually tends to happen when I am making calls rather than receiving them.

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

Best feature ever!

Opmerkingen: Using Talkdesc we always provide the best experience to our business partners. Whenever we have meetings for discussing metrics we always have the most accurate information because of Talkdesk and Salesforce. I love it!!

Pluspunten:

I am using TalkDesk for a while now and I am super satisfied! The benefits are countless. You can track basically everything! Since I'm working with business partners I often have to pull up reports to check my performance and I am amazed how much information I can get. I love the reports because I can see how much I was on the phone, how long I had a meeting, when did I go on my lunch break, etc. Another thing that I like is that I can re-listen all the calls that I've made, and I can even check how were my metrics for the whole month!! In our company, we use a lot of tools and the best thing about Talkdesk is that is integrated with Salesforce. It's fast, accurate, consistent and super user-friendly!!!!

Minpunten:

To be honest, until now I've never had issues using it. It's always reliable and the connection is great!!

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)