Talkdesk Reviews

We have certain teams that use direct numbers and it has caused a few issues. Our biggest benefit overall is the ability to take the call information through reporting to justify staffing needs and find out where are strengths and weaknesses are. We can show the time each disposition takes and how frequently they occur. This helps to focus and correct issues that need to be addressed

Talkdesk has been very well suited for our Customer Service employees—reliable and easy to train on.

Talkdesk is very well suited for a mobile contact center if you have people out in the field. Talkdesk has been very willing to work with us to customize their platform and our deployment to meet our very specific business needs.

The customer calls in with an issue regarding the sizing of their suit. The customer calls in and we can handle the fit issue right away.

Talkdesk is well suited in those scenarios where you need to do loads of customer service calls. For example, when you need to evaluate NPS, or how is the customer's experience.
Talkdesk is less suited in those scenarios where you don't have the tools to migrate the information of the call to somewhere else, like a database, and then download the information in reports.

Talkdesk is well suited for communicating with a large volume of customers and it is great for managing a team of customer service agents.

Very well suited to fully concentrate on the customer while the call is ongoing and then the ability to go back and listen to the calls again for missing points. However this strength becomes a weakness when 24 hours has passed, it becomes incredibly difficult to source out specific calls after the fact.

It's very well suited to deal with high volume calls but also for everyday use as well. We use it for our support team which can get up to 50 calls per day per person and as well in our strategy department which can use it to click-to-call quickly to address people's needs.

Talkdesk works well in a call center environment. Allows users to call from their computers and a physical phone is not required. This saves on costs and allows our users to use any type of headphones they wish, even if it is not the ones that we provide.

It's great for teams that need to make high volume dials since there is a click to dial function and we're able to integrate call information with Salesforce. It's also helpful to listen in on calls for coaching purposes or to give feedback. I can't think of a situation where it would not be at least somewhat helpful when making dials.

Talkdesk is well suited to the Sales department. There are many layers in the sales process and it's easy to let important details slip through the cracks. Talkdesk helps to avoid this by accurately logging and recording a call.

I do not think phone interviews should be recorded through Talkdesk for confidentiality reasons.

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.

Talkdesk is great for making hundreds of outbound calls a day. It's incredibly easy and fast and you can get a lot done in an 8-hour workday. Talkdesk at times becomes unreliable when there is an outage meaning our customers are unable to reach us. There was a time where an outage was almost 2 hours.

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 use Talkdesk every day, mainly for inbound calls and it works great. I especially love how reliable it is when routing calls to my cell phone, never had any issues with it. They also have a great support team! When an issue comes up (which rarely happens) I've emailed and called and they always are quick and responsive to fix the issue.

One example of a scenario where it's fantastic and boded well is when I heard a representative having a hard time with a call. I listened in on the call afterward and it was so easy to find where I was able to empathize with the rep and instruct on how to handle a difficult situation like that a bit better next time. The real-time on this program is very helpful and quite sophisticated.

The real time dashboard is awesome. It is so great to be able to see what my reps are doing in real time. This helps me manage the queues better and to be able to see how meeting and other offline activities hurt the service levels. I also love that I can track real time after call work.

This is a tool that makes life easier for our front desk staff. It doesn't complicate anything or confuse anyone. It's very easy to navigate.

TalkDesk is well-suited to high volume call/support center work. I haven't used it for anything aside from this, so I can't really speak to any other uses. Included in this environment are receiving calls, bridging calls, in-office transfer, client-to-contractor transfer and contact recall for tracking down accounts. This is definitely a good fit for a high volume operation, likely less so for something like a doctor's office or small business.

For small/medium businesses that need phone access over the computer without learning complex software.

The ease to implement and manage makes Talkdesk a great solution for mid range companies. The ability to create and launch IVRs is impressive, you can implement these solutions with a few clicks and provide the level of support that your customers expect. You can record messages on the fly to provide critical information to your customers before reaching a live representative. The call back feature is very popular with our customers.

Talkdesk is great for an inbound phone team that doesn't need to transfer across many departments. I think that in an environment with substantial queues and the need for specificity, Talkdesk isn't the best choice. As our team grew, we thought that the additional reporting and customization of other systems was more beneficial to our business.

If an angry customer calls, the manager can easily be added to any call to help resolve or escalate the issue. The API is amazing and I can't rave about it enough. If you want to 'live' in another system, but still have your call reports, it is simple. Most employees could do it regardless of their technical training.

Talkdesk is well suited for organizations that require multiple agents to be available to provide support. It is less suitable for small organizations that are not going to use up to 5 licenses.