Talkdesk has helped our customer service team thrive!
October 04, 2020
Talkdesk has helped our customer service team thrive!
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Talkdesk
Talkdesk is utilized by our customer service team. We use it to take and track incoming calls, and transfer callers to our Partner Agents all across the country. We are able to keep track of the dispositions of the calls and monitor our customizable dashboards and KPIs. We are also able to keep a large list of numbers in "favorites" to have the numbers on hand for easily transferring clients.
- Enjoy the custom dashboards
- Easy to use callbar
- Lists of favorite numbers to keep on hand
- Not as glitchy as other software we have used in the past
- We would like to see talkdesk adding a "hold" feature, in order to put a person on hold while you attend to their account. We currently only have the option to mute the customer, which sometimes adds to confusion.
- The call logs are not as easily searchable as we would like
- Creating a new number in Talkdesk is simple, but loading "favorites" takes forever
- We are able to keep in touch with customers and get back to any calls we missed
- Not missing leads, Talkdesk has allowed for us to handle increased call volume
- Keeping track of call data and agents allows for smooth workday and no lapse in coverage, especially in a work from home environment
RingCentral was very glitchy and their customer service was abysmal. We constantly needed to reach out to RC with issues, and all the support we got was a new person each time "escalating" us to another tier. Very frustrating. We appreciate Talkdesk and their customer support, as they are way more responsive and attentive to our needs.
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