2,418 Talkdesk Reviews
TalkDesk allowed us to leverage a small sized call center within the non profit sector to meet big customer demand. We've leveraged our resources while improving our customer experience, being more efficient, providing more accurate information and resolving customer requests faster than ever. I love the insights and reporting it gives me as a leader to see and communicate our teams productivity while also giving qualitative and quantitative data to our organization to continuously improve! Review collected by and hosted on G2.com.
Learning how to modify, edit and update your own IVR can be intimidating at times but the TalkDesk support team provides ongoing support and advice whenever we need it. Review collected by and hosted on G2.com.
One of the things I like best about Talkdesk, is having all the communication platforms in a single pane of glass. Whether it be phone calls, text messages or webchats, it is easy to switch between and efficiently assist customers. Review collected by and hosted on G2.com.
The knowledge support base is a bit cumbersome to navigate when looking for a direct answer. I prefer self-service, so it would prefer to find direct answers from their knowledgebase, but a lot of times I need to reach out to support. Thankfully, their support is quick and efficient. Review collected by and hosted on G2.com.
What a beautiful, full featured product. The title might imply a complex, hard to use or manage call center. But 30+ years of implementing, managing and using other products in the industry versus this product, shows me what inovation is all about.
Everything from media flow design, ease of implementation, administration to even agent use, is taken to the next level. And welcome AI driven context and other gound breaking features, including the Ease of Integration to your favorite CRM and other 3rd party products!
And I haven't mentioned customizable Dashboards and many, many reports that we frequency use. We have seen our Customer Support KPI's rocket as we encounter happy customers. Review collected by and hosted on G2.com.
The only con that comes to mind is a cradle to grave report. Review collected by and hosted on G2.com.
Studio flow designer has advanced features that allow us to customize our call customer experience to what we need in order to provide world-class customer experience. It is very easy to use. Everything we need our agents to do - we're able to do on TalkDesk - put customer on hold, transfer, make notes after a call, pull up Salesforce contact profile. We've got great support from the success & support team as well. Review collected by and hosted on G2.com.
Some limitations with reporting; reports lag a lot hindering us to rely on the TalkDesk reports more often Review collected by and hosted on G2.com.
Talkdesk is a perfect match of customizable interface paired with an intuiative user experience. Routing emails from outlook, calls via Zoom, and the option for text, live chat or even AI integrated responses make Talkdesk an invaluable tool. It has streamlined out customer engagement and make managing all inbound and outboudn communication seamless and smooth. Easy setup, fantastic support, and the best customer service. We use Talkdesk every day and could not be happier! Review collected by and hosted on G2.com.
It can be difficult to recognize all available features and how they can be integrated to enhance the user or customer experience. Review collected by and hosted on G2.com.
Talkdesk is supremely customizable, both with native features and with APIs. Most everything is built from the customer perspective with low or no code. There are many OOTB integrations available with major partners like Salesforce/Slack, and it's incredibly easy to set up an OAuth client or new custom integration with pretty much any other platform.
Our agents and supervisors love having access to live dashboards. They can customize what information is relevant to them and it helps them be more independent with their schedules.
Support and our CSM/TAM understand our feature requests, tie them to use cases with their other customers, and advocate for those features internally. We've seen several of our ideas released during our partnership. Review collected by and hosted on G2.com.
The level of possible customization can also make it difficult for Talkdesk Support to triage any unwanted behaviors. They have to dig through everything we've built that is specific to our environment and we often take more time explaining how things work than we do finding a fix.
Talkdesk is a jack-of-all-trades, master of none. Many AI-related features seem like they were groundbreaking when first launched, but they may be starting to fall behind specialized vendors in terms of feature quality or stability. Review collected by and hosted on G2.com.
I like the ease of using Talkdesk, it's very easy to understand and introduce to new agents. We utilise talkdesk everyday to make and receive calls with customers so it is important for us to have a software that works well. It also has a lot of features for reviewing SLAs for the agents and the number of calls etc they have taken throughout the day. It also works well with our other ticket softwares like Zendesk. Review collected by and hosted on G2.com.
I have experienced quite a few technical issues when using Talkdesk, like not being able to pause the call recording which means I have to call the customer back as part of some of our processes which requires the recording to be paused. Additionally, sometimes there is no option to place a customer on hold before transferring which can lead to awkward interactions. Review collected by and hosted on G2.com.
The best thing about Talkdesk is the highly customizable features that allow you to direct calls in any fashion. Studio Flows are an AMAZING tool that really let you turn Talkdesk into your own thing.
Integrations are great, Workforce Management and Explore are super useful tools built right into the software.
For agents, the ease of use for daily tasks is far above any other software we have used in the past for Call Center Agents.
Implementation of muliple teams onto the system has been seamless.
Many of our teams use Talkdesk here, and our end goal is to have everyone on the system by the end of next year.
Multi-level solution software is amazing in this day and age, and Talkdesk offers one of the better complete pacakages. Review collected by and hosted on G2.com.
I dont think there are enough Guides and helpful tips to learning the system.
Knowledge Base, Explore, and Data Dictonaries are nice, but there should be a much more in depth guide to using the Reporting System in specific.
Real time bugs with the Live Dashboards can be frustrating, but they are only visual errors and not real affected calls.
Customer Support ticketing system could use an upgrade, bring it more in line with other offerings. Review collected by and hosted on G2.com.
Our agents use TalkDesk throughout their entire shift. It's user friendly, making it easy for agents to learn and utiilze. It has many different options for application, for both the agent and administration sides. Agents are able to look up and listen to their past calls if needed, Administrastion can do call evaluation with customizoable evaluations to fit the company's needs. The Co-Pilot feature is extremely helpful to agents, and the Interaction Analytics open the door to Administration for tracking the moods of calls, and custom reporting options allow us to run our reports smoothly. Talkdesk Support itself is also very helpful and communicative. Review collected by and hosted on G2.com.
Reporting for some of the newer features is limited, but they've said they're looking into expanding on that. If the internet is slow or the services are down then TalkDesk Live will be the first thing to show inaccuracies. A simple reboot can often remedy this., but can be inconvenient. Review collected by and hosted on G2.com.
One of the things I like best about Talkdesk is the Studio feature, which allows us to easily configure call and email flows ourselves. Apart from that, TalkDesk gives their customers the option to set automations to adjust workflows according to their needs. The new Copilot feature has also been a game changer for us, helping to boost quality and efficiency. Additionally, I appreciate that Talkdesk is constantly striving for improvements and never stops adjusting to the needs of its customers. Review collected by and hosted on G2.com.
One aspect that I find challenging about Talkdesk is that when a new feature is rolled out, it may not always work seamlessly from the start. It often requires some time and adjustments before it functions properly. Review collected by and hosted on G2.com.
