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Talkdesk: Simple but effective
September 25, 2020

Talkdesk: Simple but effective

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

We primarily use Talkdesk in three different departments across three different countries and regions: from the Philipines to North America. It is used for both outbound and inbound Customer Support. It enables us to have a universal tool across global regions. It also enables us to record calls which is vital in our sector.
  • Quick and easy deployment. It's very simple to set up.
  • Short learning curve for new staff. Easy to use.
  • Good quality of recordings and reliable usage.
  • Searching for a specific call is not as easy as it could be.
  • The UI is increasingly archaic. Definitely needs an update.
  • Reporting is clunky and not streamlined.
  • Considering this is used primarily in customer support, we feel it helps our ROI.
  • It's something that you don't notice until it doesn't work. We're happy to "not notice" very often.
  • The cost is comfortable for what it is.
Talkdesk was a much simpler, easier, more cost effective and globally useful tool. No contest.
They are nice, but can be slow to respond (an hour or more when a phone-centric team is having issues is a lifetime). Could use a higher IQ'd support/training staff. Their GTM/Account teams seem oblivious to the needs of the customer and focused more on the products they want to sell.... that are "coming down the road" vs. helping to solve present issues/challenges in the moment.
This is why we stick with this product. It's easy to learn, to use, and it's reliable. It's really that simple. We train entry-level staff on the product throughout the year and each time, it's the quickest, easiest part of our training and deployment. For that alone, they win our business.

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

Honestly, I can only speak to how it works for us. Our needs are pretty straightforward. We need something easy to use, globally accessible, that records and archives calls. It works for us in these scenarios. I could see it being more challenging for a sales-centric organization. We'd love to see it integrate with Talkdesk and Salesforce more effectively.

Talkdesk Feature Ratings

7.3
Agent dashboard
8
Validate callers
8
Outbound response
7
Call forwarding
8
Click-to-call (CTC)
6
Warm transfer
9
Call tracking
7
CRM software integration
5
7.2
Inbound call routing
8
Recording
9
Quality management
8
Call analytics
5
Historical reporting
6
Live reporting
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Talkdesk

25 - The teams for which this tool is deployed are inbound and outbound Customer Support based both in North America and the Phillipines.
2 - One of the people is pretty technically savvy. The other is less technical.
  • Inbound Customer Support: Customers call in for help
  • Outbound Customer Outreach: We call end users who show little/no usage
  • Prospective new hire interviews
  • We use Talkdesk to verify call count. This helps us to manage ongoing performance
  • We use Talkdesk to track successful calls vs call attempts and unsuccessful interactions
It's not a 10 because we're always open to some technological, fiscal improvement that may come along. I've opted for an 8 because the product is reliable and easy to use. It fits our current needs for the most part. However, we would like to see some improvement in the reporting and easy call tracking/identification if/when questions come up regarding a particular call.