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

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

Ease of setup, the support provided, constant updates and integrations with other software and services. Constant updates from their development team on new features and services.

Nachteile

Could use some additional features such as multiple dashboards to monitor multiple centers/ring groups

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

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.

Nachteile

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.

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

I love how easy this app is to use. I use Talkdesk daily in a healthcare call center setting. The calls come through smoothly. They are easy to disposition and listen to. I really enjoy using this service.

Nachteile

It is sometimes glitchy. Agents at my current job have had calls come through while they were on a call. It also lags when it is ringing, this could be due to high call volumes.

Vorteile

What I like the most about TalkDesk is the functionality and seamless integration between the Talkdesk bar and Salesforce. Being able to pull up a lead's file in Salesforce through the TalkDesk bar is such HUGE timesaver!!!!

Nachteile

Being in a call center where we connect potential clients with our real estate agents located all throughout the country, it is crucial to have quick access to our agent's personal phone #'s. We haven't been able to add, delete, or update any phone numbers to our "Favorites" list (serves as our internal phone directory) for a couple of weeks now and it doesn't seem like like any solutions are on the way

Vorteile

App can be used from anywhere and allows our servicedesk to be mobile and take calls from anywhere. Always listening to feedback for future features. Good call quality.

Nachteile

Features can take a while to roll out even when promised by a certain date. Reporting could be more robust.

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

This service integrates well with all of our other systems. We use different phone lines with this service for all ends of our business.

Nachteile

Setup could have been a little easier, but support was awesome.

In Betracht gezogene Alternativen

Zendesk Suite

Warum Talkdesk gewählt wurde

Better pricing and features.

Vorteile

Integration is a breeze, My team and I never encountered any issues with the integration and the information of any of our call logs getting lost/missing

Nachteile

Callbar integration would sometimes disconnect fail, there are times where the information takes minutes to get transferred to Salesforce which is detrimental to fast customer interaction

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

The Talkdesk interface is a fairly easy system to navigate. From a user perspective, the software makes it simple to answer and transfer calls using a Web Widget. From a management/admin perspective, the software data analytics interface has become more robust in the last year which allows us to have more key insights into agent productivity and how we are interacting with our customer base.

Nachteile

The new studio flows are not user intuitive. I wanted to love them but the support guides for setting them up were not really helpful and it took hours of troubleshooting to get them going. There have also been more frequent outages with TalkDesk over the last couple of months. We have never had issues with downtime with TD prior to this.

Vorteile

There was a time when most tools like this were aggravating in so many ways from set up to lack of meaningful reporting. Talkdesk is the opposite. They focus on the core value their product provides (an easy to implement, scalable contact center solution) and and make it better constantly. This isn't a company that makes pointless cosmetic changes to their interface to make their UI/UX people feel valued. Instead, the keep improving what a call center manager needs: swift integration, customization options that don't take a programmer to set up, and solid reporting options. Keep up the great work, Talkdesk!

Nachteile

Although they offer a bevy of integrations with other tools there is not a lot of guidance when things get complicated. However, their knowledge base is quite extensive and the articles, unlike many "help" centers, are not 3,000 years old. Their customer support team is also top-notch and can handle most questions.

Vorteile

As simple as the Talkdesk system is, the thing I enjoy most is the practicality of the system as a whole. It is so efficient in terms of getting work done in a timely manner.

Nachteile

As of this time, I have not experienced any cons.

Vorteile

Talkdesk has proven to be an extremely reliable software for our company. We've been using it for about 5 years now and have had very few issues. The customer service is exceptional. Any time that we have had an issue, customer service is quick to respond and rectify. I love that the program is so resilient also. Our call volumes fluctuate intensely and Talkdesk can handle whatever is thrown at it. We have gone from getting 300 calls per day to 300 calls per hour and we rarely notice so much as a hiccup. The program is easily customized and very user friendly.

Nachteile

The only thing I would like to see is more customization on the reporting. I would love to be able to have more options to build my own reports, however, our account rep is very accommodating with having reports built for us based on our needs.

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

I can run my call centre from any location and take advantage of deeper agent pools around the world. Furthermore, it enables me to offer work from home functionality to all my agents which helps with hiring and overall agent welfare.

Nachteile

Implementation and support can be patchy at times. Self-service not available to add agents.

In Betracht gezogene Alternativen

Aircall und Twilio

Gründe für den Wechsel zu Talkdesk

Flexibility and integration with Pipedrive

Vorteile

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.

Nachteile

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.

Vorteile

Reliable, user friendly and allows us the ability to manage incoming calls and also gives admins options to review our teams work and listen into live calls

Nachteile

Sometimes the software can go down but it’s pretty rare. They also have super responsive customer support