Talkdesk
TalkdeskExternal reviews
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Efficient management of customer service agents
What do you like best about the product?
I love the Talkdesk features of real-time call monitoring to ensure our overall customer service levels of excellence are crushed on each call. The built-in analytics and access features come in pretty handy when you need an immediate answer.
What do you dislike about the product?
One of the downsides of Talkdesk is the somewhat subjective measures of overall service levels. I would also like a written transcript of the wording used in the call to analyze the actual particulars of the call.
What problems is the product solving and how is that benefiting you?
Our business is solving real-time issues such as actual handle time, efficient use of after-call work to better serve our customers during the peak times of inbound calls. We like the variety of analytics to choose from that may apply to our overall business needs.
Recommendations to others considering the product:
The customer service and product management teams have been wonderful and very thorough to collaborate with when needed. Our issues and added beenfits /apps are explained in a manner that is user friendly and easily managed by our entire team.
Love the Dashboard and reporting feature
What do you like best about the product?
Ability to do warm transfer on any call and stop recording as needed
What do you dislike about the product?
Able to adjust sizing on the widgets and see names of agents instead of just the number
What problems is the product solving and how is that benefiting you?
Tracking agents calls, service level and ability to do multi login so we can track all call performances per member. Love the ability to see reporting and being able to change login status per agent. The warm transfer feature is so cool as well!
Talkdesk is consistently reliable.
What do you like best about the product?
I like that I don't have to be involved for it to work properly on a consistent basis.
What do you dislike about the product?
At the time of install, I wished there was better support for SIP phones, but once we adopted USB headsets, I realized that it was not important.
What problems is the product solving and how is that benefiting you?
Talkdesk is suited well for our remote call center workforce. We were not remote until the pandemic. Talkdesk allowed us to transition to remote with no problems
Working well with Talkdesk
What do you like best about the product?
The reporting and live monitoring of talkdesk, also call bar is easy to use and update statuses. So I use call bar talkdesk and Live reporting.
What do you dislike about the product?
On Live reporting it is a bit confusing the first time when you create your teams, someone had to show me how to apply filters and create my own dashboard.
What problems is the product solving and how is that benefiting you?
I monitor real time the statuses of my team and can change them if necessary. Immediate actions on statuses are the best and most valuable benefit.
Recommendations to others considering the product:
Great tool and easy to use/ explore
This app is great!
What do you like best about the product?
My favorite part of Talkdesk is the integration between this application and my other applications. I use it with Salesforce, and the two work well together to allow me to review my activity with a client on their page. It is also beneficial to listen back to calls through the Talkdesk application to recall information from a call and it was also helpful when I was getting trained in my role to hear how a client call should go.
What do you dislike about the product?
There truly isn't much missing from this product. It is a fantastic application. My only critique is that sometimes the app will disconnect from my Salesforce, and this leads to an inaccurate reporting/recording of my calls and communication with clients. This mishap is rare, but it has happened a handful of times and is a bit frustrating when it occurs.
What problems is the product solving and how is that benefiting you?
I am solving the problem of forgetting information with the Talkdesk feature of listening back to my calls. The application also records every call I make or receive from a client in my "activity" under that account, which is an excellent feature that assists me in tracking my goals and client communication. It is nice that I do not have to manually put in information because of how seamlessly integrated the application is with the other platforms that I use.
Recommendations to others considering the product:
My advice is to consider your current method of communication within your organization and then determine what it is that you are missing. Take a look at what Talkdesk provides and consider it because it has many benefits and attributes that make it unique and ultra-efficient based on my own experiences using it.
Talk Desk
What do you like best about the product?
It makes excellent phone calls. Good connection
What do you dislike about the product?
Updates/ads when you are about to call patients
What problems is the product solving and how is that benefiting you?
Patient care
Professional Phone Services!
What do you like best about the product?
The powerful reports that Talkdesk offers give my company the information we need to best support our customers.
What do you dislike about the product?
The downside to Talkdesk is that if you aren't familiar with IVR management, it may be confusing. However, they offer in-depth training to assist with this.
What problems is the product solving and how is that benefiting you?
With Talkdesk we can better assist our customers in a real-time setting and afford them the care they need.
It is an amazing experience. I can monitor my agents in real time plus get a very detailed data.
What do you like best about the product?
The agent details report being so complete.
What do you dislike about the product?
The complication to find a call by the id.
What problems is the product solving and how is that benefiting you?
The complicated supervision in our company
Talkdesk is next level contact center headed in the right direction to advance CX
What do you like best about the product?
Talkdesk accommodates the voice of the customer in the development of features, enhancements, and products.
What do you dislike about the product?
There is limited access to toll-free number control and the inability to add custom attributes to contact center reports.
What problems is the product solving and how is that benefiting you?
We are solving for streamlined call routing, first call resolution, and a personalized customer experience.
Talkdesk hiccups
What do you like best about the product?
That you can make this customized to your business
What do you dislike about the product?
The technical support team-only emails and doesn't pick up the phone and call you. I feel like my issue could have been resolved quicker with a phone call
What problems is the product solving and how is that benefiting you?
Rotaion of calls between co workers
Recommendations to others considering the product:
no suggestions
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