Talkdesk Reviews

“An excellent cloud-based phone solution

Pros

For e-commerce companies running a direct to consumer operation, I would say Talkdesk is an excellent cloud-based phone solution that handles every part of customer communication.

Cons

I think the perfect setup would be a cloud calling platform that's built directly into our CRM for a completely smooth workflow.

“simple interface with helpful tutorials

Pros

I really like the variety of status settings I can choose from. The guided tutorials are helpful too and the whole interface is very simple too.

Cons

Transferring a call to another team member is not very easy and we sometimes experience unexpected disconnections.

“poor support & misleading sales promises

Pros

The product seems good in theory but the actual experience does not match what was promised. In short I don't have any positive aspects to highlight.

Cons

Support is lacking and the service does not match what was sold to us. Also it is difficult to get in touch or negotiate and they avoid taking responsibility.

“Great flexibility to enable different functions

Pros

Talkdesk flexibility to enable or disable different functionalities based on our needs is a major advantage.

Cons

My main issue is the lack of a noise cancellation feature to control how much background sound the customer hears during a call.

“quick and responsive with excellent audio

Pros

The system is quick and responsive. We get excellent audio quality on calls and it's simple to take notes and collect important information during conversations.

Cons

I do not have any negative feedback about my experience with it.

“a dependable and user-friendly platform

Pros

Talkdesk is a dependable and user-friendly platform that performs exactly as required for our business.

Cons

Similar to other phone systems, I find the default ringtone on it to be harsh and unpleasant as I wish users could select their own. It is also a bit frustrating to juggle separate windows for our CRM and Talkdesk. So I would prefer a more integrated experience.

“Very pleased with the configuration

Pros

After we found the right hardware setup, I have been very pleased with how well everything is configured and integrated.

Cons

I am not a fan of the limited guidance for choosing the right hardware that fits our specific use case.

“Easy-to-use tool

Pros

What I appreciated most about Talkdesk is how simple and user-friendly it is.

Cons

As an end user of this tool, I don't have any issues to mention.

“A true trendsetter!

Pros

Talkdesk is both innovative and efficient for managing calls within my company. One of my favorite features is the AI automation, which provides a summary of each call at the end. This summary can easily be copied and pasted into the customer's profile, significantly reducing product disputes and complaints.

Cons

Occasionally, after an update, the microphone or ringing feature may get muted, but this can easily be fixed.

“It is very easy to use

Pros

The software is incredibly easy to use and required minimal training.

Cons

Sometimes, the app just keeps loading, and I have to restart it to get it working.

“It is all about customers

Pros

The app deployment was seamless, and the support team was fast and helpful whenever assistance was needed. My colleagues quickly learned to use the system due to its user-friendly design.

Cons

No noticeable downsides to Talkdesk and everything I use it for works perfectly.

“It has potential, but it's just decent

Pros

I love how easy Talkdesk is to use, and the UI is fantastic for navigation.

Cons

There are frequent service interruptions, which can be problematic when calling is a major part of sales.

“The ideal call center management solution for businesses

Pros

With Talkdesk, we've been able to monitor calls more effectively, improving customer service. From VoIP to call center management and call tracking, Talkdesk covers everything, which makes it an excellent choice.

Cons

We've had no complaints, it has consistently delivered.

“I liked its overall performance

Pros

I really enjoy the functionality and ease of use that this app offers.

Cons

So far I haven't had any negative experiences with the app.

“It is an amazing call management tool

Pros

Talkdesk is a user-friendly call center app with all the essential features for effective customer service management. Its automatic call distributor ensures quick connections between users and agents. It also integrates smoothly with Zendesk, making it easy to manage digital support tickets with a simple setup.

Cons

I did not have any issues because every feature has been helpful since I started using it.

“Effective means of communication

Pros

It is an excellent and effective communication tool for interacting with both customers and businesses.

Cons

Since I began using this software, I haven't experienced any problems.

“A comprehensive contact center software

Pros

It is a comprehensive software that allows me to efficiently manage customer service, automate processes, and track and record phone calls.

Cons

Talkdesk has worked smoothly for my needs for quite a while now.

“Let's us do exceptional communication with customers

Pros

The simple interface makes it immediately obvious what actions need to be taken within the software.

Cons

The cost is relatively high, especially for small businesses.

“It's easy to connect with Talkdesk's helpful support team

Pros

For Talkdesk to work properly, it needs a stable internet connection, and when agents have that, the app proves to be reliable. Its integration with Salesforce is pretty smooth, with user-friendly buttons. While there have been minor hiccups with the integration, they were easy to resolve. I give it a perfect score because it's the most user-friendly and well-designed tool I've encountered in its category. However, the updates section for the contact center is a bit lacking, as agents don't seem to focus on the voicemail aspect.

Cons

When an adviser receives an error response during a video conversation, it's often unclear why the number is ineffective. Even though there has been an expansion in the number of stories, the process of creating phone stories remains slow, clunky and complicated. Additionally, accessing voicemails and missed calls requires an easily accessible tab. Although the minimalistic GPS display was intentionally designed, showing this information would be helpful.

“Really amazing software

Pros

I loved the support, ease of implementation, and built-in tools Talkdesk offers.

Cons

It would be beneficial to include multiple panels for better monitoring.

“Simple to use

Pros

Talkdesk's dialer is very easy to use. This is my first VOIP dialer used in a business setting, and after trying other systems, this one stands out for its stability in handling inbound and outbound calls. I can't recall any connection issues, and it was easy to learn and use.

Cons

I found the dialer somewhat restrictive. We couldn't integrate it as seamlessly with other systems as we had hoped.

“Really good

Pros

This tool offers process automation, call analysis and routing and everything you need if you opt for a paid upgrade. Even the basic version is highly usable and enjoyable. It provides excellent customer support, with some cases even getting personalized attention. It's customizable according to business needs and has an easy-to-understand interface. It can also integrate with other software.

Cons

The basic plan is somewhat limited, and to unlock its full potential, you need to upgrade. Customization can be tricky, especially for more complex setups. It's a bit costly for small businesses. Occasionally, there are connectivity issues but they're usually resolved quickly.

“Outstanding software for customer service and contact centers

Pros

A key benefit of Talkdesk is its intelligent call routing, which directs calls to the most suitable agents, ensuring a more personalized and efficient service for customers.

Cons

Sometimes, integrating with other systems can be a bit tricky and requires additional technical setup, which can take some extra time and effort.

“Ensures smooth operations

Pros

Talkdesk streamlines and speeds up tasks without compromising on your goals. It offers customizable display modes and allows you to place it where it's most convenient. It reduces the hassle of switching between major tasks like email and chat, while maintaining clear communication with your team.

Cons

If you forget to set your status to Offline when logging out, it will remain active until the next time you log in. Another limitation is the inability to customize the available options and having the option to adjust settings for appointments or staff would be helpful. A major issue I've experienced is that sometimes it fails to be ready for calls or doesn't accept calls from others, even though it should be operational.

“A fantastic app that offers exceptional customer service

Pros

It is easy to set up and navigate, even for those with limited technical skills. The intuitive user interface allows agents to switch between channels effortlessly. Talkdesk supports voice, email, chat, and social media platforms, enabling businesses to offer multiplatform support. It's highly customizable to suit specific business needs, including call flows, IVR menus and agent scripts. The software integrates with a wide range of third-party applications, such as Salesforce, Zendesk, and Shopify, making it easy to sync data across multiple platforms. Talkdesk also offers in-depth analytics and reporting, providing businesses with valuable insights into agent performance, call volume and customer satisfaction.

Cons

I appreciate how Talkdesk enhances customer service, and I don't have any specific dislikes. However there are areas where improvements could be made. It lacks some advanced features found in other contact center software, such as speech analytics or AI-powered chatbots. And certain features, like the chat widget, are not as customizable as those in other tools, limiting a business's ability to tailor the software.

“Pretty good software for quality checks

Pros

It's very easy to use due to its simplicity, yet it's also quite comprehensive. The flexibility and detailed reporting features provide us with a clear and thorough overview of our performance.

Cons

Since there's no search function, we have to go through all the chats to find the client we need, which is not very user-friendly.