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perfect to drive and manage sales call center
2,410 Talkdesk Reviews
Overall Review Sentiment for Talkdesk
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What is good about talkdesk is that the buisness parteners decdicated to our account, (TAM CSM) want to shar wihin our success. Review collected by and hosted on G2.com.
What could improve with Taldkesk is the support. Once when we had an issue support implemented a change to fix the issue without our consent or notifiing use distipe Talkdesk's website saying otherwise. This caused us have to go on a tier 1 with the vendor to quickly restore key fuctionality. Review collected by and hosted on G2.com.
I like how practic it is, most of the time we have great audio, it's easy to finish and categorize a call, great reporting tool and dashboards. Review collected by and hosted on G2.com.
Sometimes we struggle with statuses, specifically ANA, TS is good but sometimes it doesn't fix the issues, I just want to understand if this is due internet connection matters or how can we solve that issue from root cause. Review collected by and hosted on G2.com.
The thing I like the most is that we can track all the calls by just entering the phone number or the agent name and it gives all data of when we called and for how many minutes we talked on that number. Review collected by and hosted on G2.com.
The only thing that needs to be fixed is that when we make a call, it should be refreshed automatically but we need to click on refresh to see the last calls we made on the tall desk. Review collected by and hosted on G2.com.
It is favorable to have the option as an administrator to view statistics by user and the integration with HubSpot. Review collected by and hosted on G2.com.
Really several things, the most important is daily access, you cannot have an open session in the APP and another on the web, this makes it difficult to transition between channels, for example, to listen to calls from the web and want to make calls again from the app, also the ringtone is unusual, it is not known if it is really calling or not, if the number is wrong or not. Review collected by and hosted on G2.com.
There has been nothing positive about my experience Review collected by and hosted on G2.com.
Talkdesk promises features during the intial demo that aren't available in production. They are extremely slow to resolve issue and do not offer basic call center features like outbound surveys even on their highest plan.
Avoid Talkdesk like the plague unless you want hours Review collected by and hosted on G2.com.
I've always liked how easy it was to use from both the admin side and the user side. The user side is intuitive and simple. The admin side is more complex but it needs to be to be able to do all that you need to. I do have the new talkdesk system and I prefer the old one it's more intuitive. The call trees are simple to make and give you a lot of flexibility without having to code. I prefer it to other systems that I've used that just had checkboxes instead of a flow structure. Customer service is usually very responsive. It's very easy to move employees from working in the office to at home. It allowed us that flexibility during COVID-19 and even now if someone wants to work from home because they're sick we can do that without IT having to change anything in talkdesk. Review collected by and hosted on G2.com.
The biggest one on my mind right now is the lack of group texts. I feel that should be a standard feature as many times our corporate users need to text the customer and the tech at the same time so that everyone is on the same page and it's not a feature. Also if we want to text both home owners we can't and it's pretty frustrating. Part of our sales process is the proposal where we need to have the proposal team, sales rep, and customer in the same conversation so we have had to pick up a different texting service for them and it's a pain to have to manage two systems now. Also, escalations with support are painful, I have a ticket that has now been open for 4-5 months and I finally got to the subject matter expert on their support team. We got it resolved but it shouldn't take that long ever. I feel it this way with any organization that sells you something they're very attentive during the sales process and during your cancellation time frame but that seems to drop off almost completely once you're tied into the contract. Review collected by and hosted on G2.com.
Easy to use and configure. Also, working with and creating IVR call flows is relativly easy. Review collected by and hosted on G2.com.
Using dashboards takes up a license, so make sure you account for that if you want dashboards or wallboards for your call center areas. Reporting could be better. I would love to see the ability to create custom widgets for dashboards rather than the canned ones provided. Review collected by and hosted on G2.com.
It works part of the time. It looks nicer than some other systems. Review collected by and hosted on G2.com.
It may be due to our current plan, it is possible that there are better plans that would do what I am about to complain about.
There are no call recordings. You are unable to see when an agent is on the phone if you are not a supervisor. There is constantly a delay in audio between us and the customer. The reporting is not intuitive in the slightest. It has been down numerous times in the past year. Anyone expect adminitrators are unable to access support leaving to delays in getting questions answered. Support is slow and oftentimes unhelpful. The contacts did not integrate from our previous system well and there are numerous numbers that have multiple contacts for seemingly no reason. Searching the contact screen in talkdesk is a nightmare. Review collected by and hosted on G2.com.
