Talkdesk Reviews

Had great reporting and custom dashboards. Easy of use through the whole product. Was able to automate a lot of tasks that freed up our agents giving them time to work on emails, chats and social.

Customer support is on it! Always fast to respond when there are issues or questions

Talkdesk is a great telephony platform for small and medium-sized organizations. They have a UI that is easy to use and the training materials are fantastic. They have built a solid foundation and as they continue to refine the current functionality, with some added features, they should be able to eventually tap into the larger organizations.

Talkdesk has helped my team manage not only our customer contact center and the employees that work remotely now due to COVID-19, but Talkdesk has also allowed us to filter out spammers, sales calls, customer support calls, onboarding calls, as we have been able to customize our ring groups to a maximum with all the options that Talkdesk allows you to have. Including custom IVR'S per each ring group and then some.

If Talkdesk had a dedicated phone support line I would have given this rating an overall 10. Their knowledge base is absolutely HUGE and at times very helpful. It's easy to search through and their customer support chat system works perfectly fine, but there are just some times that you need to speak to a human on the phone to ensure you are always on the same page.

The ease of use of this product blows my mind! I'm able to manage every different facet of our organization all from one dashboard. Whether that be our sales team, onboarding team, customer support team, call center team, and operations team. I can do it all from one dashboard and I absolutely love that about this software.

Small or large call center operations would benefit greatly from this solution. Other new technologies just do not stand up to the TalkDesk platform. Superior support and customer service overall. Implementation was a breeze! Our organization was caught up in a bulky non-solution that made almost every task difficult and created many barriers that were difficult to overcome. Our previous provider's support was horrible and we had outages constantly.

Excellent support, hands down

Talkdesk is great when you have an integration (like Salesforce, in our case) that can be made with another product you use.

Overall, Swyft is very happy with Talkdesk and how easy it is to use. We also love how quick the support team is.

Currently, my company handles inbound calls and has proven to be very useful. We also do callbacks and it has also been great for this purpose. I believe once you are a contact center, Talkdesk will be a great asset. It works as a communication medium and as an evaluation medium. Very great tool.

Talkdesk is great when you need to connect the customer with the right person/group in order to help the customer with their request and/or issues. It also allows you to determine if the employee is available or not without having to actually make the call, which helps maximize customer experience and makes the calls more efficient.

Talkdesk is excellent if you have a mid to large sized sales and customer support operations where industry standard KPI reporting and monitoring are an important factor. Talkdesk is especially useful if you integrating with Salesforce to track your sales and customer interactions as the integration is seamless.

Talkdesk may not be appropriate for very small teams or companies where calls are not the primary interaction with clients.

Talkdesk is great for smaller companies that are looking to start out with an easy to use contact center software. Phone numbers are expensive—$2 per phone number. If you need many different numbers to route in your call center, you should either use different software or have your numbers supplied from an external source besides Talkdesk.

They are quick to respond and good at understanding the situation that you are describing. However, more often than not, there is no solution in place or anything they can really do to resolve issues. A lot of this is due to Talkdesk's lack of basic functionality. Many issues end up just becoming "feature requests," even though they have to do with basic functionality that most phone providers have.

The Callbar often glitches, and we almost daily have to clear our Callbar caches, which is not something that is straightforward and simple for any user to do, nor is it very realistic that we can have every single agent clear their Callbar application multiple times a day to avoid glitches.

Do you have a small/medium company and need a fast, easy to set up solution, and don't want to depend on your/external IT department for this? Talkdesk suits 100% of your needs.

If you run a large-scale contact center and want a solution that allows you to move your entire workforce to home at a glimpse, you can count on Talkdesk for this. But if you need a full solution for outbound mass campaigns please be aware that Talkdesk has room for improvement (they're doing it) in this specific area.

Although the support is fast and easy to reach, if you make the courses in academy and read carefully the support knowledge base you dont need to reach them very often.

In some scenarios we find hard to get a response that matches our requests, specially when it comes to very techincal issues, in my opinion there is a big distance between the eng team and the support.

That's the major argument for Talkdesk--it is in the true sense of the word easy to use and to set up, no doubt about that. I only need 10 minutes to train an agent to use Talkdesk in terms of how they answer a call, register a log, make a transfer, etc.

Talkdesk is well suited for companies looking to grow their sales. It is very useful for companies that have remote workers in other countries. It allows your staff to work and make calls no matter where they are located in the world. As long as you have a steady internet connection you are good to go.

Talkdesk needs a dedicated customer support manager for each client. I don't feel that Talkdesk truly understands its customers fully. They are quick to get back to you if you have an issue however, typically they are not able to identify issues but they seem to work out the kinks eventually.

Easy to use and setup.

Great for our use of taking and transferring callers! Recently Talkdesk just fixed an issue we were having with storing favorite numbers, as we have many agents across the country we transfer clients to. We are grateful for the update, and it seems to fit our needs even better now!

All in all it comes to good software and customer service to back it up should something go wrong or need explaining. We have been able to grow with Talkdesk and we appreciate being able to track our progress with its help! I would definitely recommend Talkdesk for other businesses!

Overall, it is very easy to use. There are certain things that I wish were a bit more intuitive and simple additions to their callbar- such as adding a "hold" option! It is super frustrating to first have to mute the caller to do some work on their account and then transfer.

Talkdesk is great for any organization large or small. It is especially effective for organizations that manage multiple teams and work with customers. If you have remote employees, it opens the potential for greater flexibility and work life balance for everyone who is working with clients and ensures a consistent experience.

We have never had any major issues with talkdesk in the past. In the event of minor downtime, it was quickly resolved and we experienced very little interruption.

The application is simple for any user to get working on their desktop device. We have a range of teams with a wide range of technological proficiency so it's important to have a simple to use tool. Because of it's ease of use, it makes setting up and training very easy.

Talkdesk has been a great tool when working with customers. I have had customers compliment the system when they have had their call drop and need to call back it tells them that they are recognized as a recent call that was dropped in our system and moves them to the top of the queue. This is a very nice feature when working to keep your customers happy.

I do not have much input on the support from their team. I have never had to reach out to Talkdesk for support as I have not experienced any major issues with their system. I do get email updates and tips about their system that is helpful. They have been supportive without me every really needing their support.

I find Talkdesk very easy to use and easy to help train others how to use. It is a great training tool for new employees so they can listen to previous conversations and become comfortable with the system and how everything works. It is a pretty simple program that is easy to pick up.

It is easy to answer calls and to complete warm transfers and cold transfers. Obviously it helps to keep track of call history and allows us to revisit the calls if needed. When a user is placed on hold, and then brought into a conversation, there is not a way to place the user back on hold. There are instances when it may be necessary to place the user on hold again, but there is not a way currently to accomplish that, without having to end the call and initiate another call.

We haven't had any major issues with Talkdesk. There may have been times when network speed may have been an issue and we have had choppy conversations.

Talkdesk is an excellent tool for small to mid-size companies and support teams. It is extremely easy to set up and use and has enough customization in the studio flows to allow you to create extremely complicated IVRs to meet all of your needs. The call monitoring/recording features allow you to coach your agents live or asynchronously and the live reporting allows you to quickly scan to see how your team is doing.

For a large team, I think all the features would meet your needs but the reports. The reports in Explore are cumbersome and difficult to use. It takes time and research to find the right report and often times I find myself in excel merging multiple reports into one usable report. If you have a large team of a few hundred, this task might get out of hand.

It is an easy to set up, easy-to-use product that has the ability to be very customizable, and it offers many of the features you would find in a much more expensive tool.

When onboarding new agents, the training for Talkdesk only takes 5 minutes. The system is very intuitive for agents and for admins alike.

Talkdesk works great for speaking with customers and vendors. It could however use some better features for conference calls with multiple users, possibly even video call capabilities for those conference calls.

I think there are some minor fixes, such as disconnecting calls on occasion, and a few features that could be added, especially to the call bar, but as the product exists it is very useful.

I do not know of too many programs with this ease of use, lack of necessary training to begin immediate use.

Talkdesk is appropriate for contact or call centers. I don't think it would be necessary for a small business that just needs a simple phone system. However, for large companies that need robust call routing and features, it is great.

They usually respond very quickly, and they are helpful.

We learned it quickly, and we understand all the features available to us.

I think talkdesk works well if you need a phone tree system but don't want to have physical land lines. It's also great for call recording and applying strategies around that.

I've never had trouble reaching their support team. Even when they are unable to always resolve the issues they are responsive and quick.

Very easy to use right away, but will drop calls.

Simple and affordable solution for any organisation that is taking customer calls.

There's always been pop ups when something wrong happens. If you can't find the solution with the AI assistant you can always get in touch with live person who responds fairly quick.

It is a must have for any organisation involved in customer support and sales. Looks more professional for the customer as well.

Any call-center, of any size, would do well to bring Talkdesk on board.

When we have had issues, the Talkdesk team has been responsive and worked hard to make things right. They seek to understand our issue and check afterward to make sure the fixes have been what was needed.

Our agents, some of which are not native to technology tools, find Talkdesk easy to use and they understand what is needed. Those that lead teams find the administrative side of Talkdesk useful and easy to understand.

I work for an online car sales company so primarily I am on the phones assisting customers and it is nice having all the numbers organized and also able to hear the calls or retract the numbers of calls for that day. Very user-friendly and very easy to use.

Very easy to use and overall great usability

Talkdesk is very well suited for the field I am in. We are a call center so it is used all day every day by almost every person within our organization. We use several of the functions within Talkdesk- voicemail, call reviews and the texting features and they all work very well.

Whenever issues have come up with Talkdesk, i.e it running slow, static feedback or things of that nature and we reach out to our IT department for resolution and they, in turn, reach out to Talkdesk, those issues are resolved fairly quickly in my opinion. Talkdesk has gone down for everyone one time so far in the last 6 months which I feel is not bad.

Since I have no other frame of reference for comparing it over all is very easy for me to use.