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Talkdesk Review From User
Updated July 19, 2023

Talkdesk Review From User

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

We call International customers through Talkdesk. We solve all our customer queries through Talkdesk. All in our customer service department use Talkdesk as the medium to call our International customers.
  • Simple to use and regular updates
  • Quick resolutions if any issues raised
  • No bugs found
  • Works very well even if the internet speed is not that great
  • Data validation for reporting agents
  • Some issue faced sometimes for connecting 3 way or conference calls
  • Need to have internal call transfer facility
  • Dashboard should be a bit more user-friendly
  • Talkdesk has helped us big time to increase the talk time
  • Agent monitoring is detailed
  • Live monitoring is very simple
  • Has helped us to increase our customer service scores
I would give 9 as there are only a couple of features, like Internal Call transfer and conference calls.
Completely satisfied as Talkdesk is 100 times better than the previous software used, which I would not like to name. Talkdesk has helped us increase the talk time and better customer service.
Talkdesk helps us connect with all our International customers. During the time when agents face internet issues due to weather and the speed fluctuates, Talkdesk has still worked smoothly with internet speed like 2 MBPS.
Currently team has been using both Desktop and Mobile version as per their convenience.
Talkdesk gives better clarity and views on Agent monitoring, data, and Live monitoring, over and above that user-friendly.

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

Talkdesk is best suited for calls if internet speed fluctuates, and the voice clarity is good even with the speed of 2 MBPS. No issues have been identified yet in 2 years; however, there should be an option for internal call transfers.

Talkdesk Feature Ratings

8.8
Agent dashboard
10
Validate callers
9
Outbound response
9
Call forwarding
6
Click-to-call (CTC)
9
Warm transfer
7
Predictive dialing
9
Interactive voice response
10
REST APIs
10
Call scripts
9
Call tracking
10
Multichannel integration
7
CRM software integration
10
9.4
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
9
Call analytics
10
Historical reporting
9
Live reporting
10
Customer surveys
8
Customer interaction analytics
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Talkdesk

1000 - Customer Service and Sales
6 - Software Team and Customer Service team
  • Inbound Customer Service
  • Outbound Customer Service
  • Sales
  • Customer ONboarding Team
  • Agent Reporting
  • Sales Reporting
  • Training
  • Inbound Onboardin Team
  • Conference Calls
Talkdesk has been one of our main tool to connect with our International Customers

Evaluating Talkdesk and Competitors

  • Ease of Use
Helps with all the details.
I would check after a year as the support team also reacts very fast hence not thinking of any change as of now

Talkdesk Implementation

  • Implemented in-house
Change management was a small part of the implementation and was well-handled - There were multiple process and tool changed before Talkdesk. Once Talkdesk is used, the agents shared a good feedback as it has been very user friendly.
  • Initial Connect and Testing

Talkdesk Training

  • Online Training
  • In-Person Training
We got a very talented individual for the training. Made it look very simple and easy to use
The training and usage details were share appropriately

Configuring Talkdesk

No. Seems very good.
None.
Some - we have done small customizations to the interface
No - we have not done any custom code
No, Seems okay and good to use

Talkdesk Support

Absolutely perfect. Approachable and fast
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
For Customer Support and Sales.

The reports section is very detailed hence we opted to continue

Using Talkdesk

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Familiar
None
  • Calling
  • Reporting
  • Live Monitoring
  • Not Faced Any Yet
Yes, but I don't use it

Talkdesk Reliability

We have already implemented the tool with our multiple departments.
Always available. A very very rare downtime which also gets resolved very quickly
The reporting pages load very fast. It also depends on your internet connectivity too however for a normal usage even if the internet speed is around 25 MBPS. Even the heavy pages load fast.