Talkdesk Erfahrungen

Vorteile

Das Design ist sehr ansprechend und nicht zu überfüllt gestaltet

Nachteile

Die Zuordnung zwischen Telefon-Nummer und Kunde funktioniert nicht zuverlässig.

Vorteile

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

Nachteile

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

Vorteile

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.

Nachteile

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.

Vorteile

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

Nachteile

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.

Vorteile

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

Nachteile

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

Vorteile

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.

Nachteile

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.

Vorteile

As an Admin of this software, I really like the management system of Agents being added to the system. It's easy to manage them and the fields used are easy to understand. The search feature is really good making us Admins do our task to update a certain account easily.

Nachteile

What I don't like here only is the telephony system integrated on the tool itself. Sometimes, it causes an issue due but this due to a browser update. Good thing that they have an App that we can install to avoid these issues.

Vorteile

The overall caliber of each call is the most major element. Both you and the customer can hear each other clearly. I adore how effectively it integrates with Zendesk and how well their voicemail system functions as well. Additionally, the opportunity to quickly call my customers with only a press of a button.

Nachteile

None that I can think of as so far the tool have been excellent in all ways and form. But I have a suggestion, It would be a good idea, to add a feature that allows you to put the customer on hold while calling another number from the same account.

Vorteile

The standard of call center management is really great with Talkdesk, I enjoy using it to communicate with ours customer.

Nachteile

Does not offer a lot of services as we would like. I think improvment can be made.

Vorteile

It had an intuitive interface that made it easy to set up and manage my customer interactions. Flexible customization options, advanced analytics and reporting, and integrations with other business tools.

Nachteile

The user interface isn't as user-friendly as some of the other solutions, and it can be a bit confusing and complicated to use.

Vorteile

The easy and even navigation of calls. Clear audio. Effortless transferring of calls to different channels.

Nachteile

I think its the separation of a third party CRM from it. It would be perfect to have to access calls without having to open two tabs.

Vorteile

The ease of use the my favorite thing about the software. As a daily user and admin, Talkdesk isn't part of things I worry about breaking, it just works. It works for me and new hires alike.

Nachteile

Call quality. If talkdesk could fix the random bouts of call quality issues, then this would be a near perfect solution.

In Betracht gezogene Alternativen

Aircall

Warum Talkdesk gewählt wurde

UI, UX, call quality, ease of use, reports, scalability, call routing, cost

Gründe für den Wechsel zu Talkdesk

At the time talkdesk was way more robust and it has totally fixed our need so we don't need to worry about how others software's have progressed since then because talkdesk is continually improving.

Vorteile

I really like how Talkdesk allows you to view and customize the reporting section of the site. You are able to see the statuses of your agents and the number of calls coming in, response times, etc. Having a dashboard so visibly appealing and easily usable is fantastic.

Nachteile

I do NOT like that you cannot put a client on hold. You have to mute them before finding the number to transfer them. Super frustrating.

Vorteile

What I like most about this software is that IT WORKS!!! We have used two other systems in the past and both were iffy at best, often went down, and when they did it was always someone else to blame. Talkdesk has outstanding uptime, in fact I cannot think of a single outage in a year of using them. The cost is much less than we were paying, and their support is extraordinary!

Nachteile

The licensing can be a bit tricky to figure out as they have some seasonal ones you can add but sometimes that's confusing and doesn't happen quickly if you need to add them. But that is also planning on our part and giving them time.

In Betracht gezogene Alternativen

Zendesk Suite

Warum Talkdesk gewählt wurde

Cost and troubles using services

Zuvor genutzte Software

Zendesk Suite

Gründe für den Wechsel zu Talkdesk

Price, service, support, overall value.

Vorteile

We were looking for a CCAAS partner that would seamlessly integrate with Zendesk. We needed to have a full integration that allowed screen pops for agents to document tickets.

Nachteile

In order to capitalize on reporting, you really need to have a serious excel background but once you have the data where it needs to be, the reporting is very powerful.

Vorteile

We've been with Talkdesk for over 2 years, and in that time they've proven to be hungry for the market, very innovative and collaborative. The product is fairly robust and there are releases fairly often for improvements, minimal downtime and a nice UI/interface. The sentiment reporting is invaluable and you often don't have to reach out to support since their knowledge base is ridiculously thorough.

Nachteile

We definitely noticed with the departure of our first CSM and transition to another, our rose colored glasses started to come off. Talkdesk suffered some serious outages later in 2017 (though they did their best to make it right after the fact). There are some seemingly obvious improvements that could be made to the product that they have so far de-prioritized over those shiny "innovative" features. Reporting more often than not requires exporting CSVs in order to truly dig into the data, and when you do have to contact support you'll always get a canned response, have to clarify and emphasize again, *then* the agent starts to answer your question.

Vorteile

I would say the best thing is that it is really easy using the Callbar, reviewing calls, conference calls, transferring calls, etc. While working in Customer Service I used Talkdesk 8 hours a day and for that kind of job is very important to have a fast and easy way to reach out to the customers.

Being able to find previous calls in two clicks is the best thing ever. Yes, you have to put the number but that's about it. When you put the number it takes you to a site where you can check all the calls you made with that phone number, even years ago. I could've listened to a call that my colleagues made which help me perform better in my call.

Nachteile

So far, can't complain. There were times that the widget would not work but the web was always working as a backup plan.

Vorteile

From user perspective, it's simple yet effective tool. Quality is great and all the calls are stored. Recording's never have any issues and the call quality is pretty good. From an administrator perspective, creating dashboards is a great feature to get an overall view. Coaching is also an amazing tool, allowing you to guide the agent through difficult cases.

Nachteile

Lack of search function for the calls is one of the biggest pain points. You need to go through all the chats and find the one you are looking for, Instead of just having a search bar that would allow you to search calls to specific number. Other thing could be the issue with some providers, causing trouble to make calls,

Vorteile

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.

Nachteile

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

Vorteile

The studio flow builder is my favorite part about the tool. It's very easy and dynamic – empowering an admin to create and edit their IVR without Support.

Nachteile

I haven't been very pleased with Talkdesk as a VoIP solution. The integration with our ticketing system is very poor. Our agents have a fair amount of issues with logging in and the occasional dropped call, but that's do be expected when working remotely. Also their tech support is not the best, it requires a lot of back and forth and I find that I have to do all of the troubleshooting / figure it out on my own. Lastly, in order to listen to call recordings, you must have a Talkdesk account, as the recordings live in their system.

In Betracht gezogene Alternativen

Aircall und Five9

Vorteile

I am using TalkDesk for a while now and I am super satisfied! The benefits are countless. You can track basically everything! Since I'm working with business partners I often have to pull up reports to check my performance and I am amazed how much information I can get. I love the reports because I can see how much I was on the phone, how long I had a meeting, when did I go on my lunch break, etc. Another thing that I like is that I can re-listen all the calls that I've made, and I can even check how were my metrics for the whole month!! In our company, we use a lot of tools and the best thing about Talkdesk is that is integrated with Salesforce. It's fast, accurate, consistent and super user-friendly!!!!

Nachteile

To be honest, until now I've never had issues using it. It's always reliable and the connection is great!!

Vorteile

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.

Nachteile

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.

Vorteile

Easy of use, call recordings that we are able to access at any point in the future, emails with voicemail recordings, no bulky phone on my desk, accessible online, caller ID,

Nachteile

To be able to send a call directly to voicemail instead of sending the call to a team member line first before the voicemail option kicks in.

Vorteile

The ease of use and the ability to write notes on every incoming call. The system links all communications with the resident so that we are able to see all interactions with a click of a button.

Nachteile

I would like the ability to go back into a talkdesk call and be able to write notes if I forgot something from my initial interaction without having to create a case if one was not needed.

Vorteile

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.

Nachteile

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.