Talkdesk Reviews

Talkdesk for users

Comments: overall, my experiences has been exemplary with talkdesk as we're able to integrate this with zendesk which is a huge plus

Pros:

ease of use voip system allowing you to use not only via desktop/laptop machines, but also configure it via mobile app

Cons:

sometimes, the servers just goes down where you would only know that there's a downtime by experiencing issues or by visiting the status page

Powerful phone system, though focus shifting away from startups

Comments: We needed a phone system which allowed our distributed team to take business calls on mobile numbers and not expose their personal phones. Talkdesk has empowered this use case, though we wish the apps were easier to use.

Pros:

Product is full featured, including full ability to call anywhere (including internationally), digital voicemail, contact management, calling from a browser, analytics and performance statistics, and integration with CRMs. You can also receive incoming calls via phone line rather than just via data connection. Many customization options including business hours settings, which phone lines to ring in certain circumstances, and a call tree builder are also helpful.

Cons:

For the longest time, Talkdesk did not have apps for iOS nor Android, but now it appears that they do as of October 2019. Even still, you need to activate the app via a technical support request, which is not a very user-friendly way to handle things. The web-browser based version occasionally hangs (nonresponsive) and a page reload is required, even though we are using a modern computer and modern browser. We've also noticed that the company's focus is shifting away from small customers and startups towards only enterprise customers, so the platform is not as easy to deploy or use for this segment as it was before.

Alternatives Considered: Grasshopper, RingEX and OpenPhone

Reasons for Choosing Talkdesk: Grasshopper was not connecting all calls, meaning a customer would call us and leave a message, yet none of our agents were never rang or notified. We haven't had this problem much with Talkdesk (though, not never).

Switched From: Grasshopper

Reasons for Switching to Talkdesk: Balance between cost and feature set

Worst experience we had

Comments: I was really happy that i found a cloud sollution for our company with lots of integrations.
The contract was made in just couple of days and we started to use the solution from day 1. The sale agent was really great. Now, the problems started when we opened the first ticket to support which was handled in 3 or 4 days (for a call-center sollution this is extremely high). There are tickets which was never handled. Later on if you wanted a ticket to be resolved you needed to go on their facebook page and write the ticket number along with a small complain. Take a look on their facebook page, and you will see lots of complaints there along with tickets number. After couple of months we have seen a really high raise in our cost and we knew that something is not normal. After a small investigation we discovered that we have been overcharged with over 3000$ in 4-5 months. After an intern audit which was done in over 6 weeks by Talkdesk, we have recieved the money back to our talkdesk account. The fun part is that we cannot use the money which was taken illegaly for paying the monthly services, they need additional money. This is totally unacceptable! Anyway, it was a lot of friction between us. We even try to contact the CEO of TalkdDesk on Linkedin which by the way didnt't even reply to our problem.
Talkdesk was the worst experience in 8 years since i have started the company. Think twice before you will use their services.

Pros:

Nice app, nice design, easy to use, good quality of sound.

Cons:

Support and Billing needs to much time to reply. The billing system is not transparent at all. You cannot see the cost of each call in your dashboard. You never know when you will be overcharged. Nobody cares about you after you have signed the contract. They are interested only in your money.

TalkYES!

Pros:

ease of use- easy set up and if there are ever issues they are very responsive and fix them quick

Cons:

not much- it truly is a great product I can't think of anything I would change

Talkdesk makes the job run smoothly

Comments: Talkdesk is used as the main application for new and old customer contact accounts. It is used by every support and sales department in the entire company. The main difficulty it solves is the ability to reduce the number of windows or screens in the transition between different knowledge areas and, at the same time, display to staff/management when it is available and when it is not. Talkdesk is most optimal for companies that have a lot of knowledge and equally display to staff/management when it is available and when it is not. Your ability to switch between these areas is where it really pays off. That being said, I would not recommend it for a company that is all about email. Talkdesk really offers itself well to companies that use the "talk" function, otherwise it would not be of use to you.

Pros:

Streamline and speed up the difficulties of your usual procedure without affecting your intentions. If you wish, you may use its display mode or position it where you want it on the screen. Reduces the fatigue of switching seamlessly between major workspace tasks, such as email and chat, while maintaining openness with your group about food, meetings and time arrangements.

Cons:

When you log out, if you do not update your status to Offline, it will remain operative until the next time you log in. A note about your inability to customize the options available, it would be beneficial to have the ability to customize the option you have as an appointment or a staff. A major weakness I have been experiencing so far is that it sometimes fails; such as not being ready for calls when it is clearly impossible or not being able to accept calls from another.

Can be great but it's decent.

Comments: It's decent if the network wasn't as wacky I'd say it's amazing.

Pros:

I love that it's easy to use and the UI it great to navigate.

Cons:

There's many service interruptions, when calling is a big part of sales you don't want that.

TalkDesk is one of my favorite tools when it comes to calling, routing, and recording calls.

Comments: I am pleased with my experience with TalkDesk. The app is easy to use when doing simple things and the support team has been very responsive in helping me troubleshoot any issues that I have had.

Pros:

First, I like it because it is a user-friendly platform that is easy to navigate. Second, the customer service is excellent and the team is always willing to help with any problem or questions that I have. Finally, I like it because it offers a free trial period.

Cons:

The interface sometimes confuses me and can be complicated to use. Also, it does not offer as many services as I would like it to offer. Additionally, the fees are high considering I don't use the service often.

Great tool for international companies

Comments: The benefits we have realised is that we can work easily with a big team and call across markets.

Pros:

The best features are the ones that our customer service and sales team use. The teams have to do calls on a daily basis and our customers are all over the world. We need to track our calls and make sure the experience with customers is the best we can offer. When we have new agents we use Talkdesk to listen to their calls and give them feedback.

Cons:

So far we had only one issue. One day where Talkdesk was done, but the customer service helped us quickly and made us a discount on the next month's payment because of the time the app was down.

Talkdesk is customers

Comments: Talkdesk really saved us with our phone customer support. As long as you have a good internet connection everything works good without any issues.

Pros:

App deployment was very easy and support was very fast and helpful when needed help. All my colleague learned fast to use the system due its intuitive build.

Cons:

No mentionable cons for Talkdesk, everything i use it for works great.

The Ideal Call Center Management For Business

Pros:

With Talkdesk, we have been able to monitor calls and the software makes handling customer service better From VoIP to call center management and call tracking, Talkdesk has it all and this makes it great.

Cons:

With Talkdesk, we have nothing to complain about as it has always delivered.

Talkdesk

Comments: Overall it has been a good experience there are challenges we still face, but the talkdesk team is willing to work with us.

Pros:

Ease of use. This is a very easy to maintain product. support responds within 24-48hrs. Reporting features and integrations are fantastic. It just works.

Cons:

No ability to webpop automatically only clickable url's. Cost can be high for Enterprise licensing.

Alternatives Considered: 8x8 Contact Center

Reasons for Choosing Talkdesk: We were making the jump to the cloud. Reporting features were not very good in Shoretel.

Switched From: MiVoice Business Solution

Reasons for Switching to Talkdesk: Cost and reporting was better with talkdesk.

Talkdesk is an excellent app that provides exceptional customer service

Comments: Talkdesk is a comprehensive and user-friendly contact center software that provides businesses with the tools they need to deliver exceptional customer service. Its omnichannel support, customizability, integration capabilities, and reporting and analytics make it an excellent choice for businesses of all sizes.

Pros:

Talkdesk is easy to set up and use, even for those with limited technical knowledge. The user interface is intuitive and easy to navigate, and agents can easily switch between channels. Talkdesk supports voice, email, chat, and social media channels, allowing businesses to provide support on multiple platforms.Talkdesk is highly customizable, allowing businesses to tailor the software to their specific needs. This includes customizing call flows, IVR menus, and agent scripts.Talkdesk integrates with a wide range of third-party applications, such as Salesforce, Zendesk, and Shopify, allowing businesses to easily sync data across multiple platforms.Talkdesk offers in-depth reporting and analytics, giving businesses insights into agent performance, call volume, and customer satisfaction.

Cons:

I like Talkdesk for enhancing customer service, and I do not have any specific dislike about it. However I can mention a couple of areas that the software can be enhanced in. Talkdesk does not offer some advanced features that other contact center software may provide, such as speech analytics or AI-powered chatbots.Some features, such as the chat widget, are not as customizable as other customer service tools, limiting businesses' ability to tailor the software to their needs.

More than your Average Dialer

Comments: My experience was overall positive. There were some points that I was completely upset with the program, but that was only because I really needed to power through some dialing lists and TalkDesk was slowing down my momentum. (Which again, I know they are fixing )

Pros:

Talkdesk has a vast number of pros than meets the eye. I originally started using talk desk simply because I needed a dialer that would hook up to my Salesforce. There were a few other options I was weighing but Talkdesk had the most features. It's great for people who are rapid dialers because you can load playbooks, and just smile and dial. It's also awesome for mail-merges if you need to send out a quick email to a select group of your pipeline. If you are not fond of organizing your leads through SalesForce, you do have the option of working solely out of TalkDesk; you can create tasks to call, events, and add notes that will automatically populate into your salesforce. They are a newer company that is always willing to hop on a call to troubleshoot and are open to feedback.

Cons:

Not all dialers come issue free. My major qualm with using TalkDesk was that it never allowed you to work out of an account, and only contacts. This made it difficult for me to track who I was dialing if I was solely working out of Talkdesk. The other issue (Which I know they are fixing) is how the screen pops up when you are using Talkdesk as a click-to-dial feature in Salesforce. I hate having to click more than I need to just to make a call, and it burdened me when I was trying to power down my list.

Easy to set up and feature full contact center

Comments: Overall experience is positive, it has many great features, a click to call extension, a callbar. It also has some things that are missing, however, the overall experience, we as admins of talkdesk, and our agents is positive.

Pros:

The most I like about talkdesk is that it has many integrations with other 3rd party sites, such as Salesforce, Kustomer, Ytica, etc. And all of these integrations are already included, out of the box -- we don't have to do any coding, or API calls ourselves. Besides that, we also like how easy it is to set up new agents, give them a new number, or add them to a ring group and they are ready to make and receive calls within minutes.

Cons:

The least I like about Talkdesk is the reporting section. Granted, their scheduled reports and dashboards are great tools which we use daily; however they lack some quality of life features that will make creating and editing reports from a chore to an enjoyable experience. The issue is that, once a scheduled report has been created, it cannot be edited anymore, and our team frequently has new hires and transfers so we have the need to add new members to different reports, but that is not possible, and instead we have to recreate the whole report from scratch.

TalkDesk makes monitoring and managing a team easy

Comments: I am able to tackle issues of productivity by easily tracking each individuals performance with great ease. Not only can I track how many calls they are making, but I can easily track how long they are spending on and off the phones, among many other things. TalkDesk assists with many of my manager responsibilities.

Pros:

Live reporting screen is easily customisable so you can keep track of what is important to you. You can also pull lots of different reports for all your needs.

Cons:

I would like to be able to see when an agent was set to which status without having to pull the data, rather than just what proportion of the hour they were set to each status. The individual graphs that show that an agent was set to (e.g.) available for 20 minutes during 9-10am are useful but I want to know WHEN they were available.

Talkdesk for call centre

Comments: I was initially a customer experience agent. As an agent, I was using Talkdesk as a tool to communicate with customers and keep track of my performance. I am now a manager and use Talkdesk daily in order to manage the workflow of my employees. Additionnally, I always use Talkdesk to have a detail view of the performance from the member on my team. Based on their data, I will be able to performing adequate coaching sessions.

Pros:

I like that as a supervisor I have a lot of visibility and detailed data about my agents performance. As such, I can offer personalized help to each of my agents in regards to their perfomance data shown on the Talkdesk software. It has helped me become a better manager and my employees become more performant. Additionnally, Talkdesk offers a lot of features in order for you to personalize your Talkdesk as per your needs. You can manipulate the lines and many other things in order to properly set the workflow.

Cons:

I don't have many cons about this software. I do see some newer agents struggling with the user friendliness of it all. However, you learn pretty quickly to manipulate it.

User-friendly and easy to use

Comments: It helps a lot with the proper call distribution, which is crucial for multi-language support. In addition, the ease of manipulating the roles and the lines, allows us to react immediately, depending on the languages and priorities needed on the spot.

Pros:

The ease of installation, usage, and fast reporting tools. Easy to be set up for new agents and changed for the current ones, along with the user-friendly UI, which allows prompt assigning of different roles, access, and support lines.

Cons:

Actually, the tool is really user-friendly, even for the admins. However, It will be a good option to have the calls/chats distribution prioritization a bit more customizable. I've run over the default prioritization, which is quite logical and brings a lot of sense and light over the talkdesk work, but it would be great to have the option to prioritize the distribution to a particular agent and then to change this prioritization to another one. Especially, when we work on different languages, level of expertize, and have different contact channels.

This is how you communicate with your customers fast and effectively!

Comments: Manual calls are now the thing of the past. I can simply hit a link for the customer and talkdesk does the rest. It provides a new age alternative to the contact center world.

Pros:

The ability to easily connect with my customers via phone with a simple click of the button. I also love that it is compatible with Salesforce. I also love the reporting features. This allows me to listen to the calls of my representatives and it provides me with a report on our KPI's. - Kenley B

Cons:

There is no texting feature. Most customers love to text or take a call these days. I think talkdesk could do wonderful if they incorporated a texting feature to their platform. I also would like for a whisper effect on the reporting feature. The ability to say something to my representative while they are on a call, and customers cant hear what I'm saying would be amazing. This way I can coach them on what to say without distracting them from the call. - Kenley B

Talkdesk for the win

Comments: Since the company I work for made the switch, its been great, they are no issues, if we need to make any changes and can't figure it out, their support team is very helpful. Keep up the great work Talkdesk!

Pros:

Talkdesk is very simple to use. I love we can see the time the call has been in queue, where its coming from, the longing is simple.

Cons:

I feel it can use some improvement with integration with other software, to minimize delays.

Great for all businesses that have Sales and Support teams

Comments: Great to use. Would recommend to everyone to use asap.

Pros:

The most important feature is the overall quality of each call. The client can hear you and you can hear the client properly. I love how it works with Zendesk really nicely and their Voicemail system works well too.

Cons:

The recordings. When listening to recordings, the caller and agent voices go between 2 speakers on the headphones and its a bit irritating

Easy to use

Comments: My overall experience with helpdesk was ok we had some challenges. I think you guys should look into making an update with the logging feature.

Pros:

I love how it provides a detailed breakdown of an agent performance at a given time.

Cons:

I really think you guys should include a time stamp so it's easier to log, track and review interactions.

Easy and convinient

Comments: Slice is the software which connects our company with thousands of customers on a daily basis and makes our business successful.

Pros:

I have been using talkdesk for more than 3 years. It is part of my daily job now and without talk desk my job as a digital marketing rep is unimaginable. Talkdesk gives you the opportunity to reach out to your customers and partners in a very easy way, the quality of the voice is great and you never have any kind of issues with the voice. Talkdesk is very easy to use and timesaving I don't think that there is any better product than talkdesk. Keep up the great work guys.

Cons:

So far everything is great using this software and it has been more than 3 years now. It gets updated and improved all the time. My suggestion for this software is if there is any possibility to change the tones when you dial.

Talkdesk

Comments: I really like talkdesk and it has helped improve our contact center

Pros:

The reporting for Talkdesk has helped our center improve. Since implementing talkdesk we have less calls that are abandoned and less people waiting on hold.

Cons:

There are times when the website goes down and it is hard to get support

Nightmare

Comments: My overall experience with Talkdesk has been anything but good. It has been one issue after another. I have lost several clients because of oversights and we're beyond frustrated with the lack of support and features we were told were possible. I suggest to anyone signing up to please ask detailed questions and look at other services before you consider this phone system.

Pros:

Being able to have a cloud based system and being able to use Talkdesk wherever we want. Also, the ease of being able to pull reports, create phone lines, and setup voicemails/intros.

Cons:

The on-boarding process was a complete nightmare. The gentleman that helped us setup the software fed us nothing but lies when we started. He told us the features we were looking for could happen but when we started and I asked support it wasn't a possibility. Those features were the only reason we decided to move forward with Talkdesk in the first place. Also, we started the porting process in July and still working on getting numbers ported over and it's now October. It's been an overall nightmare working with Talkdesk and all of the issues we have experienced. I would never recommend this to anyone. We weren't even aware it wasn't compatible with google voice either. This we had to learn after the fact and lost clients because of this oversight.

The best experience using Talkdesk

Comments: I am part of an SEO agency and it was going to be impossible to work without Talkdesk. We need to communicate with the customers on an everyday basis. Our managers can keep a track on our performance using the reports.

Pros:

Talkdask is really fast and easy to use. It is very easy to install it and adapt to it. All the calls are recorded and you can pull out any reports you might need for inbound or outbound calls. This helps to keep a track on the progress of our everyday basis at work. We are using it at work to communicate with our customers and they can have our numbers and leave voicemails.

Cons:

There is nothing to dislike regarding this amazing tool. I don't have any complaints. The only thing I would like to mention is more a suggestion than a complaint or dislike. It was going to be perfect if Talkdesk will be able to automatically recognize the country code of the phone number.