Talkdesk Review From User
Updated July 19, 2023
Talkdesk Review From User
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Talkdesk
We call International customers through Talkdesk. We solve all our customer queries through Talkdesk. All in our customer service department use Talkdesk as the medium to call our International customers.
- Simple to use and regular updates
- Quick resolutions if any issues raised
- No bugs found
- Works very well even if the internet speed is not that great
- Data validation for reporting agents
- Some issue faced sometimes for connecting 3 way or conference calls
- Need to have internal call transfer facility
- Dashboard should be a bit more user-friendly
- Talkdesk has helped us big time to increase the talk time
- Agent monitoring is detailed
- Live monitoring is very simple
- Has helped us to increase our customer service scores
Talkdesk helps us connect with all our International customers. During the time when agents face internet issues due to weather and the speed fluctuates, Talkdesk has still worked smoothly with internet speed like 2 MBPS.
Currently team has been using both Desktop and Mobile version as per their convenience.
Talkdesk gives better clarity and views on Agent monitoring, data, and Live monitoring, over and above that user-friendly.
Do you think Talkdesk delivers good value for the price?
Yes
Are you happy with Talkdesk's feature set?
Yes
Did Talkdesk live up to sales and marketing promises?
Yes
Did implementation of Talkdesk go as expected?
Yes
Would you buy Talkdesk again?
Yes
Talkdesk Feature Ratings
Using Talkdesk
1000 - Customer Service and Sales
6 - Software Team and Customer Service team
- Inbound Customer Service
- Outbound Customer Service
- Sales
- Customer ONboarding Team
- Agent Reporting
- Sales Reporting
- Training
- Inbound Onboardin Team
- Conference Calls
Evaluating Talkdesk and Competitors
- Ease of Use
Helps with all the details.
I would check after a year as the support team also reacts very fast hence not thinking of any change as of now
Talkdesk Implementation
- Implemented in-house
Change management was a small part of the implementation and was well-handled - There were multiple process and tool changed before Talkdesk. Once Talkdesk is used, the agents shared a good feedback as it has been very user friendly.
- Initial Connect and Testing
Talkdesk Training
Configuring Talkdesk
Some - we have done small customizations to the interface
No - we have not done any custom code
No, Seems okay and good to use
Talkdesk Support
Pros | Cons |
---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
For Customer Support and Sales.
The reports section is very detailed hence we opted to continue
The reports section is very detailed hence we opted to continue
Using Talkdesk
Pros | Cons |
---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Familiar | None |
- Calling
- Reporting
- Live Monitoring
- Not Faced Any Yet
Yes, but I don't use it