Great Enterprise phone service for customer support teams
September 08, 2017

Great Enterprise phone service for customer support teams

Alexander Aldrich | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

TalkDesk is used as our phone service for the customer support team. It is the way that customers get in touch with the business and it connects directly to the customer support team. It is also used by the customer support team to make outbound calls to customers.
  • Talkdesk does an excellent job at warm call transfers between customer service agents.
  • Talkdesk has great network analytic tools. If a freelance customer service agent is having trouble with connectivity, Talkdesk makes troubleshooting very easy with a browser tool that doesn't require installation.
  • Talkdesk generally has great call quality, which has dramatically improved over the last few years.
  • Talkdesk does occasionally drop calls at random. This happens very infrequently, but it does happen.
  • Talkdesk does occasionally suffer from outages. The company is transparent when this happens and a fix is usually up quickly.
  • Talkdesk call quality can be impacted by other programs running on one's computer or network, even at reasonably fast Internet speeds.
  • Occasionally, Talkdesk experiences a delay in the line, making it difficult to have a smooth conversation with the customer.
  • As a low-level customer support agent, I'm not qualified to answer if Talkdesk has had a positive or negative return on investment with the business.
I have used Talkdesk as an at-home freelance customer service agent, it works well for incoming and outgoing phone calls.