Opiniones de Talkdesk

Excelente software para el servicio de atención al cliente y contact center

Comentarios: He experimentado una mejora significativa en la calidad de nuestras interacciones con los clientes. El enrutamiento de llamadas inteligente, combinado con las funcionalidades de grabación y creación de informes, nos ha permitido brindar un servicio más efectivo y eficiente. Además, la comunicación multicanal nos ha permitido adaptarnos a las preferencias de nuestros clientes y proporcionar un soporte omnicanal. En general, Talkdesk ha mejorado nuestra capacidad para ofrecer una experiencia excepcional a nuestros clientes.

Puntos a favor:

Una gran ventaja de Talkdesk es su enrutamiento de llamadas inteligente, que asegura que cada llamada sea dirigida al agente más adecuado. Esto nos permite ofrecer un servicio personalizado y eficiente a nuestros clientes.

Puntos en contra:

A veces, la integración con otros sistemas puede ser un poco complicada y requiere una configuración técnica adicional. Esto puede llevar algo de tiempo y esfuerzo extra.

Muy buena.

Puntos a favor:

Me encanto su soporte, facilidad de implementacion y herramientas incorporadas.

Puntos en contra:

Se podria incorporar multiples paneles para monitoreo multiple.

Herramienta muy práctica

Comentarios: Muy bien

Puntos a favor:

Realmente la usamos durante el periodo de prueba ya que estábamos en busqueda de un software de llamadas para implementar en nuestro Call Center. La herramienta es sencilla de manejar y tenía las funcionalidades básicas. Es bastante amigable a la vista y no se hace complicado tanto para admins como para los agentes el manejo de la herramienta.

Puntos en contra:

En su mometo no pudimos enlazar otras integraciones de canales escritos, por ejemplo, integrar WhatsApp. Esto era muy importante para nsotros condensarlo todo en un solo lugar.

Talk

Puntos a favor:

Facil de usar las funciones y atajos de charlas

Puntos en contra:

Medio pesado el archivo para la carga de daros e info

Escritorio al habla

Puntos a favor:

Lo use para comunicarme con mi profesora de ingles nativa y habia claridad en la llamada y facilidad para grabar las clases.

Puntos en contra:

En todo el tiempo usado no note nada que dijera esto no me gusta

It's easy to get in touch with Talkdesk's helpful staff

Comentarios: The marketing, sales , and financial industries all make use of the name "Talkdesk." In an effort to improve sales response time and activity transparency, it has been deployed extensively, with extremely varied results. The dialogue with a prospect may be timed and measured correctly, and CRM automation can begin immediately. Our marketing team now has much more time on their hands, and we have no plans to return to our previous, ineffective VOIP for business campaign.

Puntos a favor:

To function properly , Talkdesk needs access to a stable internet connection; when agents do, the app has shown to be dependable. It's easy to use and fits perfectly with Salesforce's current workflow thanks to the buttons. There have been a few hiccups with the integration, but they were all rather easy to fix. I give the registrar a perfect score of 10 since it is the most user-friendly and representative example of its sort that I have seen. The contact center's necessary tab for updates is nothing special, though. It's not well defined, the agents don't seem to care about the voicemail part, and it may be the best option.

Puntos en contra:

When an adviser receives an error response in a video conversation, the reason the number was ineffective may not be immediately apparent. Even while the number of tales has expanded, the capacity to produce stories by telephone is sluggish, clunky, and complicated. In order to view voicemails and missed calls, the identification needs an accessible tab. Although I understand that the minimalistic nature of a GPS display was intentional, having this information shown would be quite helpful.

Talkdesk: The perfect tool for your support team!

Comentarios: It has been an awesome experience using Talkdesk. This software has allowed us to grow and has supported us at every step. Additionally, their CX team is outstanding and very supportive.

Puntos a favor:

This software is incredibly easy to use. Agents learn to use this tool in a matter of moments. Additionally, the Studio for IVR allows incredible flexibility in our IVR. This has made it easier for client to get to the correct team and helped to improve their overall satisfaction.

Puntos en contra:

The Reports. Talkdesk recently launched Explore which houses all the reports in one location but it is still really hard to know which report to run. Once you find your desired report, you need to pull it out to excel or google sheets to manipulate the data and build any kind of visual. However, most of the data you want can be found in these reports.

Sleek Product for Small Start-Ups

Puntos a favor:

Talkdesk is a very easy and intuitive product to figure out, both on the front and back end. If you come across any issues, their support team is always quick and thorough with their responses.

Puntos en contra:

One of my biggest obstacles with TalkDesk is the reporting functionality. While I feel the front end is great, the back end reporting is sort of all over the place. Many of the reports need to be sent, rather than viewed in the browser. If they made the reporting as intuitive as the call interface, this product would be stellar!

My Talkdesk experience

Comentarios: All people from Talkdesk are very involve since the deployment process. During implementation, we deal with PS, they are just amazing, and they understand very well our organization and how we work. They also help us to improve our contact center. After implementation, we have our CSM and TAM who are taking over and it was very smooth. When we were on "run" the support team have been also very reactive, they answer very fast on all our quick request.

Puntos a favor:

The best feature for me is the Salesforce integration. It was on our main requirement and I'm really happy because it's 100% integrated. The other thing very important is the easy way to implement the solution. Talkdesk is a very user-friendly tool and it's an easy software to use

Puntos en contra:

I would like to have more options and granularity on the Talkdesk roles and be able to personalize more who get access on which feature

Powerful phone system, though focus shifting away from startups

Comentarios: We needed a phone system which allowed our distributed team to take business calls on mobile numbers and not expose their personal phones. Talkdesk has empowered this use case, though we wish the apps were easier to use.

Puntos a favor:

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.

Puntos en contra:

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.

Why we chose Talkdesk

Comentarios: Overall, it has been a positive and pleasant experience. They are always responsive, always open to feedback and will go the extra mile to assist with special requests.

Puntos a favor:

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.

Puntos en contra:

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

Talkdesk app for Salesforce

Puntos a favor:

it was easy to implement and customize with the product

Puntos en contra:

The way it interprets data. You really have to dig and email the representative to get some of the metrics needed or interpret some. It shouldn't be that hard to get some metrics pulled up.

TalkDesk is above the rest! - Cortney K

Comentarios: TalkDesk has been reliable and above the rest. We started with ShoreTel and switched to TalkDesk and the improvements are not measurable.

Puntos a favor:

The ease of use is the best. As long as you have an established internet connection, you can use TalkDesk anywhere!

Puntos en contra:

Sometimes the audio is best when connected via ethernet cable.

Most powerful and efficient telephone software

Comentarios: Love this software can calculate calls to monitor the volumes

Puntos a favor:

Have automatic option to call patient back when miss a call

Puntos en contra:

There's nothing I don't like bout this software

Amazing Call Center Management

Comentarios: it has been amazing, time and user friendly and very impactful in tracking and managing customers to.

Puntos a favor:

Talkdesk serves as a user-friendly call center application that encompasses all the essential features for effective customer service management. Its automatic call distributor facilitates swift connections between users and agents. Furthermore, seamless integration with Zendesk enables the efficient handling of digital support tickets, with a straightforward implementation process.

Puntos en contra:

There was no least feature, everything has been helpful so far since u started using it.

Great sound quality... Admin page has room for improvement.

Puntos a favor:

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!!!!

Puntos en contra:

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

Talkdesk Review

Comentarios: Good product, always improving, good customer service, easy to rollout and administer.

Puntos a favor:

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.

Puntos en contra:

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

So glad we made the move to Talkdesk!!!

Comentarios: I love it and I love the people who run it. Honestly our lives have been SOOOOO much better since coming over from ZenDesk. I am not putting down ZenDesk either, their help desk platform is hard to beat. But for the calling feature which is all we use, Talkdesk does it much better and saved us thousands a year!

Puntos a favor:

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!

Puntos en contra:

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.

Talkdesk is an awesome all in one phone service.

Comentarios: I would highly recommend this service to companies in need of an online phone system.

Puntos a favor:

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

Puntos en contra:

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

The Best, Near Perfection Integration

Comentarios: We have been using both SalesForce and TalkDesk for more than a year now for our company and it could have never been easier compared to what we were using before, I am really thankful that our team have discovered this platform. We started using SalesForce first for a few weeks but then TalkDesk happened and it has never been this easy for me and my team, Calls logged automatically, Cases auto populate with the correct and necessary details which results in fast and efficient customer response and information backtracking. We can never ask for a better service, The Talkdesk Live at our dashboard was super helpful for managing our Agents and for tracking our service level rates which is very important if you are working for a customer driven company/job. The only hiccup that we have experienced overall is SF connector not linking properly to the TalkDesk widget in which we figured was caused by Internet fluctuations whenever the connection speed gets lost/slow but with coordinating this with the Talkdesk Team and our IT department we were able to fix the issue and it barely happens anymore and when it does occur it can be easily fixed by reloading SF. Such an awesome service.

Puntos a favor:

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

Puntos en contra:

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

A fresh take on an old necessity

Comentarios: There are a lot of longstanding names in the call center software arena. Like many verticals with legacy providers, aging code bases make agile integration, extensibility, and the introduction of innovative new capabilities difficult. Talkdesk is the relatively newcomer to the cloud call center software space that we found to be the perfect mix of fresh, full-featured, and reliable. After all, your phone system in nothing on which you can take a gamble. As we have grown and our needs increased, so too have the capabilities of the Talkdesk platform. We have been very happy with the decision to leverage Talkdesk as our call center solution and look forward to continuing to leverage new platform capabilities as they are introduced.

Puntos a favor:

1. A wide array of out of the box integrations with other widely used platforms 2. Great customer success management 3. An innovative team that is eager to add platform capabilities but consider tackling in new, potentially more effective ways than what currently exists. 4. Lots of opportunities to share feedback and participate in new beta offerings 5. Good value for the price per seat 6. Effective as a cross-company phone solution, both for call center and non call center staff

Puntos en contra:

1. An API to an API. Because Talkdesk is built on top of twilio and other telephony providers, the API is effectively a bridge to another API which currently limits integration capabilities. 2. Sometimes slow to respond or ineffective technical customer support when troubleshooting integration issues.

Good Value

Comentarios: Overall, TalkDesk is a wonderful product. Its simplicity and ease of use at the user level makes it a great fit for our Contact Center. While I would like to see some changes to StudioFlow and other Administrator functions TalkDesk still offers one of the best VoIP systems currently available for the price.

Puntos a favor:

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.

Puntos en contra:

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.

A painfree cloud contact center telephony solution

Comentarios: Our overall experience has been great. My managers are able to run their teams efficiently with real time dashboards, and I'm able to get the high level trends with scheduled reports.

Puntos a favor:

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!

Puntos en contra:

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.

Talkdesk - One call away to a better conversation

Comentarios: Overall, Talkdesk is very efficient to use. Telephony system can be used as a stand-alone, unlike other telephony systems that still need to have a physical phone for it to work.

Puntos a favor:

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.

Puntos en contra:

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.

Best feature ever!

Comentarios: Using Talkdesc we always provide the best experience to our business partners. Whenever we have meetings for discussing metrics we always have the most accurate information because of Talkdesk and Salesforce. I love it!!

Puntos a favor:

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!!!!

Puntos en contra:

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