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Reviews (1-25 of 186)
Talkdesk is used for one of our departments within the organization that deals with abuse victims. We have multiple case managers that travel out into the field and are unable to do a whole lot when out there. Talkdesk allows us to have a mobile-friendly contact center.
- Mobile-friendly platform.
- Ease of use.
- Talkdesk is still a smaller player in the market and has room to grow.
- Integrate more with social media platforms.
Talksdesk is used for our customer service and sales/marketing department. We use Talkdesk to communicate with our customers. Talkdesk allows us to communicate any issues the customer may be experiencing whether it be the garments do not fit properly, the customer having issues with accessing our website, or general questions from customers.
- Talkdesk provides clear communication between the agent and the customer. It is easy to hear exactly what the customer is saying and vise vera.
- Talkdesk connects with Zendesk which helps in easily identify who is calling.
- Status updates make it easy to see where my coworkers are at; may that be on a call, finishing up a call or on a break.
- Rarely, calls are dropped. Typically, this issue occurs when the weather is acting up.
- Rarely, there is a lag on either the customer's end or the agent's end.
- Sometimes the time it takes for the call to connect to Zendesk takes a minute longer than I prefer.
November 24, 2019
Talkdesk is definitely what it promises, it won't let you down.
Talkdesk is been used across all corporate departments in order to register all the information of our customers and clients. We provide them with support and assistance in every step of the process. It is easy to use and it does not matter if you are a new joiner or an experienced senior; there is always room to learn how Talkdesk can help you with even more on your daily tasks.
Also, it is so convenient to keep all the data recorded, easy to use, and easy to manage when working with several tools. Everything is integrated, which makes all daily tasks easier to handle. It helps you gain efficiency.
Also, it is so convenient to keep all the data recorded, easy to use, and easy to manage when working with several tools. Everything is integrated, which makes all daily tasks easier to handle. It helps you gain efficiency.
- Records call data.
- Keeps your telephone's contact numbers saved.
- It works well across other platforms like Salesforce.
- The way it looks on the platform.
- I would like to be able to work both ways (through the browser and the installed app in your laptop).
- More updates could help with some issues.
November 22, 2019
Talkdesk makes managing customer service agents simple!
TalkDesk is being used by our operations team to communicate with our customers round the clock. It allows us to maintain a constant open line of communication with the people using our product.
- Allows you to monitor metrics that are important to your business.
- Provides customisable reports for easy and regular tracking.
- Great clarity on live ongoing calls.
- I would like to be able to see when an agent was set to which status without having to pull the data, rather than just what proportion of the hour they were set to each status. The individual graphs that show that an agent was set to (e.g.) available for 20 minutes during 9-10am are useful but I want to know WHEN they were available.
- Being able to search a phone number in TalkDesk to see when the last calls were made would be really useful.
- Would be useful if the live reporting screen displayed how long each agent had been set to each status, without having to expand the box and cover all the other metrics.
Talkdesk is used across the whole organization and predominantly used to make contact with our customers and keep an audit trail of calls.
- Logging calls made.
- Keeping track of calls in the wait list and timing.
- And ease of creating reports.
- Finding specific calls in the future.
- Creating more complex reports.
- Auditing phone calls.
Talkdesk is used by our agents to answer incoming calls to our support center. Talkdesk is also used to make outbound calls to clients and conduct three-way calls, if necessary. It is easy to answer calls and to complete warm transfers and cold transfers. The application allows us to keep track and record the calls if needed.
- Recordings of the calls
- Being able to warm transfer or blind transfer
- Sometimes there can be issues with the connection
- Sometimes you need to reboot but it's a simple fix
November 20, 2019
Great call quality and easy to deploy for System Admins
We use Talkdesk for our call center support team to call customers and receive calls from customers. It allows us to easily take calls from our computers without the need of a physical desk phone to make our calls. It is used by several of our customer-facing departments but not the whole company.
- Regular updates to the app
- Great sound quality
- Easy to deploy for System Administrators
- Updates are almost invisible to the users. Very short downtime when an update needs to be installed
- Occaisonally issues with mic quality even though I can hear the other user just fine. Hang up and redial tends to fix the issue. Unsure if the bad connection is on Talkdesk or the customer's connection.
Talkdesk is being used across the organization but primarily for sales since it is essential to our daily tasks. It helps us make high volume dials each day by using a "click to dial" function and it integrates seamlessly with Salesforce. This is helpful for reps to see all their call notes in their Salesforce lead. It's also great for being able to listen in on live calls to help coach new reps or give advice.
- It makes dialing a fast process.
- It makes it easy to listen back to calls to learn and improve our sales methods.
- It makes it easy to help new employees with their calls.
- There is sometimes a lag when switching between web and widget mode.
November 18, 2019
Accurate logging and offers great support
Talkdesk is being used in all avenues of innRoad. It helps to avoid human error when employees are speaking with customers. I am on the Sales team and my process is sometimes rushed so I rely on Talkdesk to go back and listen to my calls to be sure I did not miss important details.
- Clear call recordings.
- Accurate logging.
- Great customer service.
- I can't think of anything.
- We've been happy with the product.
Easy to use and very user-friendly. It is also very organized and makes my daily tasks much easier. I have been using it for a year now and have no complaints. It is glitchy at times but simply resetting the app makes it work perfectly again.
- Organized.
- Simple to use.
- User friendly.
- Glitches.
- Customer service could be better.
- Lacking options.
Talkdesk is being used by our customer service department. We have our customers calling in for support, technical tips, loan application status, member-related questions, etc. We also dial out to potential applicants by using the "Dial Out" feature which is incredibly helpful. By being able to do this we reach so many new members.
- Organizes your stats/calls. These come in handy during review time and when you need to refer back to a call for quality assurance.
- Gives you the option between web mode and widget mode. User is able to decide which mode is more convenient for them.
- On your home screen it shows you the service level which helps to determine when to implement some changes for availability for incoming calls.
- When your status is set for "Available" and you switch to "Dial Out," after you end a call, it puts your status as "Available" again. This glitch has been going on for months.
- The disposition feature sometimes is unavailable which makes it hard to categorize the type of call you had.
- Sometimes the sound quality between widget mode and web mode can differ.
November 01, 2019
Talkdesk is a reliable application
Talkdesk is used by our agents to answer incoming calls to our support center. Talkdesk is also used to make outbound calls to clients and conduct three-way calls, if necessary. It is great for keeping track of calls and maintaining call histories and case histories. It is easy to answer calls and to complete warm transfers and cold transfers. The application allows us to revisit the calls if needed.
- Talkdesk integrates well into other applications that we use to keep track of calls for our clients.
- Talkdesk allows us to revisit the calls and histories, in case we run into any recurring issues, or have any questions about specific calls.
- Talkdesk is an easy app to understand and navigate.
- 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.
Talkdesk has been great for across our whole company as we receive a high volume calls each day, and we need to communicate with our other office in India. The call logging helps to keep everyone in the loop on case details and also keeps everyone accountable which is excellent. The call logging system is also an excellent training tool for new team members.
- The call logging is an excellent training tool and its easy to forward transcripts to other departments if need be.
- I really like that Talkdesk allows me to use my phone when I step away from my desk because it's connected to the internet and not an actual phone line.
- Talkdesk is incredibly easy to use and very straightforward. I was able to start using Talkdesk right away and haven't run into any issues since.
- Sometimes there are connectivity issues and when the internet is down, Talkdesk is too, which halts our business operations.
- Rarely, but sometimes we have audio issues, but that's to be expected from time to time with all audio services.
October 21, 2019
Simple Service for Everyone
The intent with Talkdesk with this organization is just simplicity in general. It's so simple to read all the big numbers on the call bar for all outgoing calls. It's so simple to learn the mechanics of how to transfer a call or put a customer on hold. Not just for a user standards but for a managerial standards it's simple as well. I enjoy the mechanics of how this program tracks every call and every status a customer rep may be in so we can track progress with how we're doing and how we can improve our stats. This makes it easy to judge how to achieve the benchmark service level we need to achieve.
- Easy and accurate statistic tracking which points to how we can make improvements.
- Easy button functions for the point and clickers on the call bar.
- It does well at keeping real time service level to let us know how to achieve a better level or how to shift our customer reps.
- There are a lot of updates, I see one at least once every couple weeks. I get the importance of them to improve the service but they can be a little annoying.
- It'd be a little bit easier to transfer calls. Every time I need to re route my call, I always feel nervous that I'm going to disconnect from the calling party. Also transferring calls blind to say (A supervisor) Isn't always reliable as when I blind transfer, sometimes the supervisor doesn't get the call and it leaves me to rush into After call work because it puts me right back into available, which is a problem because I still have to note my case with the last person I talked to.
- Maybe have an option where you can take out statuses that a customer rep should never have the option to be in.
We use TalkDesk to track our day to day effectiveness on answering calls and helping us track our agent statuses. We use the daily reports to help drive up number of calls offered and to drive after call work done. This has let us become more effective and helped drive up GP.
- The the reports I can create to track daily status.
- The the real-time dashboard
- Love being able to listen to calls right from TalkDesk
- Just would really like to be able to customize more reports
December 03, 2019
Talkdesk is a great product!
We use Talkdesk for our sales, service and success teams, basically anyone who is in regular contact with our customers. We use Talkdesk's Salesforce integration to cut down on time per dial and ensure that calls are recorded on the correct account. We also use Talkdesk's reporting and recording features for use in training.
- Ease of use
- Call quality
- Integrations
- I use the product on Wi-Fi, and sometimes call quality can suffer because of unreliable internet access.
December 03, 2019
Talkdesk is Super, Fast and Easy to Use
I'm a sales consultant in EF English live, and I use Talkdesk for call the customers. It is in relation with Salesforce. All the departments use Talkdesk including the Customer Service Department.
- Fast
- Easy
- Comfortable
- Did not have any problems.
November 21, 2019
Time-saving and simple to use
Great functionality for the large number of outbound I daily make. It is also easy and simple to use and the Callbar interface integrated with Salesforce is brilliant!
- The callbar allows you to use other programs and have the call always under control.
- It really easy to change the number from which you call.
- The dashboard with the statistics is really clear and useful.
- The possibilty of adding a calling list.
We use Talkdesk to talk to our customers. It is nice to have it connected to Salesforce; that way we can select who we are speaking to, right from the call itself.
- Connects to Salesforce.
- I can log my calls right on Talkdesk.
- No double logging!
- Random sound error bugs.
It's used by my department. For SDRs, it helped us track call recordings, localize dialing, speed up the dialing process, and log Salesforce tasks.
- It's great for recording calls for trainings
- It's great for logging tasks in Salesforce and saving time
- It's great for speeding up the dialing process
- Backend admin could have been easier to use and configure when initially it was setup
November 19, 2019
Talkdesk! What is says on the tin and more!
It is used for departments that need to speak to clients via the phone. Mainly customer service/operations. However, if other departments need the platform, they can gain access.
- Statistics
- Call recordings
- Feedback
- Customer service
- Modern display
November 16, 2019
Excellent product with good features, would recommend.
Talkdesk is a great product that is used within our Operations team, as well as amongst the wider company.
A fantastic system for all.
A fantastic system for all.
- Reporting/analysis of calls - easily digestible/simple to view.
- Metrics present to reflect average wait time/count of calls/CSAT etc - very apparent on the Talkdesk home screen. It enables the team to see what targets they're working towards and how far they're off of them.
- Ability to download agent-specific calls (outside of a huge spreadsheet) with every call made in an X-day period.
We use Talkdesk through the entire customer service department in order to efficiently and accurately assist members and applicants.
- Easy to use.
- Straightforward.
- Efficient.
- Not as customizable.
- Will crash occasionally.
- Sometimes will not sync up with the internet efficiently.
Talkdesk is being used by our support team to answer incoming calls and provide outgoing calls. It connects us with customers as well as our other software including Salesforce.
- Easy and intuitive to use.
- Seamless integration with Salesforce.
- Great call monitoring features.
- Great call quality.
- Can be buggy at times.
It is mainly used by our Member Success Department. It solves an issue in regards to space as we don't need physical phones on our desks.
- I really like how easy it is to transfer calls on Talk Desk.
- You can see how many people are logged in and how many customers are in the queue.
- To dial out is also very easy as you can copy and paste into the phone number field.
- Bugs are usually fixed quickly however it can be extremely disruptive to business needs & communication.
- I would like it if it had a caller ID feature.
- Widget mode can be very glitchy.
Talkdesk Scorecard Summary
Feature Scorecard Summary
About Talkdesk
Talkdesk Integrations
Zendesk, Slack, Olark, Contactually, by Compass, Nimble, Shopify, Freshdesk, Front, Help Scout, Kustomer, Intercom, Pipedrive, OnePageCRM, Salesforce, Google, Infusionsoft, Zoho, Big Commerce
Talkdesk Competitors
Talkdesk Support Options
| Free Version | Paid Version | |
|---|---|---|
| Phone | ||
| Live Chat | ||
| FAQ/Knowledgebase | ||
| Video Tutorials / Webinar |
Talkdesk Technical Details
| Operating Systems: | Unspecified |
|---|---|
| Mobile Application: | No |