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TalkDesk saved our customer service reviews!!
January 18, 2023

TalkDesk saved our customer service reviews!!

Patricia Proal | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

We use it to contact customers for collections processes. We need to be able to be contacted and to contact our customers in order to be able to collect and resolve customer's inquiries, issues, doubts, etc
  • Visually user friendly
  • Wide range of reports
  • Easy to install and use
  • Good control of the users (live)
  • Reports show info from all teams, related or not, sometimes hard to filter
  • Users appear available to anyone using it, sometimes causing wrong transfers between agents (to a different department)
  • Can't see a quick summary (live) of each agent times or status
  • Less calls missing
  • Improvement in our customer service with customers
  • Better control of agents real time
Overall is way easier to use than other digital phones systems.
It was real fast, everything was implemented in less than a month, and we were working just fine from the beginning.
When we had an outage where none of the agents could log in, we raised a ticket and within half hour it was solved and going smoothly again
We had a lot of missing calls, misdirected ones, and usually a poor service perceived by our customers because of that

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?

I wasn't involved with the selection/purchase process

Did implementation of Talkdesk go as expected?

Yes

Would you buy Talkdesk again?

Yes

Great for call centers where customers are in queue waiting to be answered. Not so great for users who need one on one interaction directly with certain customers, sometimes the menus end up being too complicated for customers to follow and reach the correct person

Talkdesk Feature Ratings

8.0
Agent dashboard
9
Validate callers
8
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
10
Interactive voice response
7
REST APIs
10
Call tracking
4
7.3
Inbound call routing
6
Omnichannel inbound routing
6
Recording
5
Quality management
10
Call analytics
10
Historical reporting
7
Live reporting
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Talkdesk

600 - Tech Support, customer service, credit and collections
1 - Tech savvy, knowledgeable users, experienced with the product and with the right information on who to contact in case external help is needed
  • Collections
  • Customer service
  • Tech support
  • To measure and control the start of agents shifts
  • For different departments
Very user friendly and great support response

Using Talkdesk

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Being able to look for someone to transfer a call
  • Follow up with previous calls
  • Agents don't have all the info of their previous calls (inbound, missing, etc) right away, they need to wait for a report or ask for that information to a supervisor
Yes, but I don't use it