Talkdesk
TalkdeskExternal reviews
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Starting to know talkdesk
What do you like best about the product?
The dashboards, its pretty amazing that we can have everything together and edit them by ourselves; we never believed that was possible!
What do you dislike about the product?
When we started working with Talkdesk we didn't receive a proper training on how it works so I had to watch the videos at talkdesk academy to fully understand it
What problems is the product solving and how is that benefiting you?
We have all of our information together so this means I do not need to go to a separate website to download the reports and we are using an automatic dialer
Great for building custom solutions for contact centres
What do you like best about the product?
Their studio flow is very intuitive and surprisingly easy to use once you get started
What do you dislike about the product?
The learning curve is very steep at the beginning but gets better over time.
What problems is the product solving and how is that benefiting you?
Making sure that we can have different sales centres set up for all of our franchises and making sure everyone has their settings set up that best benefit them
Very easy to work with
What do you like best about the product?
I like the reporting page and how it lets me see my status and as well as that of my coworkers.
What do you dislike about the product?
The downside is that it can be hard to work on so many different platforms.
What problems is the product solving and how is that benefiting you?
It helps me place orders and walk customers through using out the technology.
Very Intuitive Product
What do you like best about the product?
Easy to get up and running fast. Support is very fast to resolve issues.
What do you dislike about the product?
The Phone product is still in early development so it's a little rough around the edges.
What problems is the product solving and how is that benefiting you?
Gaining great visibility in to call metrics like campaign sourcing.
Detailed Metrics
What do you like best about the product?
I like the metric customizations. Its also a great way to coach reps.
What do you dislike about the product?
There seem to be issues with reports and scheduling them.
What problems is the product solving and how is that benefiting you?
Its a great way to keep track of reps and their day
TalkDesk Supports Our Sales Team
What do you like best about the product?
The call flow that we are able to setup to organize the calls we receive is very effective and we love how we can change it.
What do you dislike about the product?
The billing process has not been very straightforward, it seems our payments have not been properly applied and when we followed up it has basically been put fully on us to reconcile the payments we've made with invoices that are supposedly outstanding.
What problems is the product solving and how is that benefiting you?
We've been able to centralize all our calls into one system and it helps us record and review our calls to continue to improve.
Talkdesk
What do you like best about the product?
We like that you can manage the contact center ourselves. It's super easy to create your own IVR flows. The user interface is very easy to use, both for admins and agents. The standard reports are detailed. If you do need help, their online help center has everything you need. Their help articles are very detailed and their support team is very responsive.
What do you dislike about the product?
Overall, we don't see any disadvantages of using Talkdesk.
What problems is the product solving and how is that benefiting you?
Talkdesk allows us to manage and create our own call center IVRs.
TalkDesk is FANTASTIC
What do you like best about the product?
easy to switch between numbers/dedicated
What do you dislike about the product?
Cant have multiple lines or more than 30 seconds to accept a call
What problems is the product solving and how is that benefiting you?
can call anyone with a click of a button
Excellent Call Center Product
What do you like best about the product?
The interface is very clean, it plugs into our Zendesk iteration very cleanly, the Studio feature allows us to make a fairly complex IVR and change things around pretty easily.
What do you dislike about the product?
Some reporting feels a little too limited, to support our (admittedly overly complex) routing we had to make some tough decisions on how to handle incoming calls.
What problems is the product solving and how is that benefiting you?
All incoming customer calls are routed through a Talkdesk IVR, all support and implementation outgoing calls are performed in Talkdesk
The product is better than the service
What do you like best about the product?
Visual management is very user-friendly after the initial walkthrough.
What do you dislike about the product?
The service/support has been really poor. We had a couple of handoff issues that may or may not be representative of everyone's experience but it's been painful. This company has been a long-time customer and it's obvious that the setup was allowed to degrade over time. We're currently using config tech in the system that is no longer supported and it doesn't appear that there was much engagement from our CSM to keep the solution up to date. We've got a reimplementation project pending and hopefully we get to a better place. The tech Support team, though, is lightning fast to respond. It sometimes takes a few rounds to get a usable answer but is about standard for the industry and maybe a bit better.
What problems is the product solving and how is that benefiting you?
We're using the solution for whole-business telephony but the primary driver is our Support queues.
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