Talkdesk Reviews 870

Great tool, make my work easier.
Hector Luna

Overall, Talkdesk has provided my team with reliable tool to manage daily customer touchpoints. I'm excited to see items on the roadmap that help my team scale as the business grows.

A very plaisant experience compared to our old system. User friendly, let us control our own system with passing through third party consultant. It's sounds great!

Talk Desk is easy to work with however I wish that reporting was a bit more intuitive.

The system is good but a minimum of 15 seconds for an unanswered call to move to the next agent is causing us major problems. Surely the minimum can be changed to say 5 seconds and then all organisations have the flexibility to set the delay to what they want?

The sales rep lied about necessary functionality in the sales process - in writing. So, after spending thousands of dollars, we never implemented. They went unresponsive when asked about a refund. We then emailed to say we were canceling the service. They responded that it had been canceled, but then tried to auto-renew our unimplemented system and contract the next year.

We use Talkdesk to take calls coming in to our support desk. It integrates easily with our ticketing system Zendesk and allows us to keep all communications in one system. It has all the calling features we need such as multiple incoming call numbers, custom greetings and hold messages, call conferencing, call forwarding, and warm transfer. The customer service is responsive and helpful. All around, I would recommend it.

It has been over 3 years that I have used Talkdesk for work (in customer care) and have yet to be disappointed by their service. The reporting platform allows me to monitor my employees status' and our inbound call volume. Calls are clear for the most part (having only dropped a handful of times due to technical glitches). The only minor critique I could think of is the new update of "Explore" as I find it difficult to research our department's stats (sentiment, service level, average wait time, etc.) compared to the previous way of doing so. Overall, I would recommend Talkdesk and will continue to use it professionally.

It is a great tool that allows our help desk to run efficiently.

Talkdesk is the most convenient call system there is. Calls even when gone unanswered can be search, the recording quality is amazing, the callbar is very simple to use. Talkdesk integrates with other program with zero interruptions or lack in quality. I would recommend Talkdesk to any business looking to increase their productivity.

Very intuitive and clean site. The set up is very quick as well!

Always fantastic customer service and reliable product.

I have been experiencing sound and lagging issues.

As a new user, I appreciate the ease of use. Call clarity generally good, minimal delay in transmission. Occasionally, with multiple applications open, the desktop widget will freeze.

Easy to add new numbers into favorites which makes transferring a breeze! Also, great quality of calls and only have dropped calls or issues if the internet connection slows down.

I've experienced a lot of lagging, static and crackling sounds during calls. Also, constant fetching which blocks important information I need for the call.

I would highly recommend Talkdesk to any customer service team.

Being able to add a caller ID, caller notes, monitor and transfer calls has meant that when our customers call, they do not need speak to a different agent each time or repeat themselves. It saves our team a lot of time and allows us to provide a better service.

10/10!

Excellent platform, easily scaleable and reliable

The positive:
- Call quality is generally good.
- The ability to create a custom answering messages is great.
- Our relationship with on of the team in England is amazing and has improved quality of support.
- Support is generally quick and knowledgeable.

The negative:
- Reports have changed recently from an easy to view system to an overly complicated system. More detail, sure. For our use case it's not particularly more useful.
- "Abandoned calls" (where a caller gives up waiting) are not shown in the main call log display. Used to have to go to a separate report to view this - a report that looked identical to the main call log...just with abandoned calls added. If you use Zendesk or similar, you can get an alert as a ticket that a call was abandoned. Support/Development not at all sympathetic or interested in making the call log display more useful.
Haven't been able to see Abandoned Calls since the old report system was removed.
- Oddly, for a company that sells an online phone system, there is no phone support. You can of course call sales...