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!

Talkdesk is customers

Comentarios: Talkdesk really saved us with our phone customer support. As long as you have a good internet connection everything works good without any issues.

Puntos a favor:

App deployment was very easy and support was very fast and helpful when needed help. All my colleague learned fast to use the system due its intuitive build.

Puntos en contra:

No mentionable cons for Talkdesk, everything i use it for works great.

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.

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.

Easy to Use

Puntos a favor:

Talkdesk is a basic and simple phone software that is great for beginners, and includes a lot of basic reporting and analytics for someone who may be less experienced at pulling this information or tracking KPIs.

Puntos en contra:

The callbar often glitches, and there is some missing basic functionality (you can't place a customer on hold and then make a transfer, there is a limit to the amount of external contacts you can have available in the callbar, etc.)

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

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.

Talkdesk

Comentarios: Overall it has been a good experience there are challenges we still face, but the talkdesk team is willing to work with us.

Puntos a favor:

Ease of use. This is a very easy to maintain product. support responds within 24-48hrs. Reporting features and integrations are fantastic. It just works.

Puntos en contra:

No ability to webpop automatically only clickable url's. Cost can be high for Enterprise licensing.

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.

More than your Average Dialer

Comentarios: My experience was overall positive. There were some points that I was completely upset with the program, but that was only because I really needed to power through some dialing lists and TalkDesk was slowing down my momentum. (Which again, I know they are fixing )

Puntos a favor:

Talkdesk has a vast number of pros than meets the eye. I originally started using talk desk simply because I needed a dialer that would hook up to my Salesforce. There were a few other options I was weighing but Talkdesk had the most features. It's great for people who are rapid dialers because you can load playbooks, and just smile and dial. It's also awesome for mail-merges if you need to send out a quick email to a select group of your pipeline. If you are not fond of organizing your leads through SalesForce, you do have the option of working solely out of TalkDesk; you can create tasks to call, events, and add notes that will automatically populate into your salesforce. They are a newer company that is always willing to hop on a call to troubleshoot and are open to feedback.

Puntos en contra:

Not all dialers come issue free. My major qualm with using TalkDesk was that it never allowed you to work out of an account, and only contacts. This made it difficult for me to track who I was dialing if I was solely working out of Talkdesk. The other issue (Which I know they are fixing) is how the screen pops up when you are using Talkdesk as a click-to-dial feature in Salesforce. I hate having to click more than I need to just to make a call, and it burdened me when I was trying to power down my list.

Easy to set up and feature full contact center

Comentarios: Overall experience is positive, it has many great features, a click to call extension, a callbar. It also has some things that are missing, however, the overall experience, we as admins of talkdesk, and our agents is positive.

Puntos a favor:

The most I like about talkdesk is that it has many integrations with other 3rd party sites, such as Salesforce, Kustomer, Ytica, etc. And all of these integrations are already included, out of the box -- we don't have to do any coding, or API calls ourselves. Besides that, we also like how easy it is to set up new agents, give them a new number, or add them to a ring group and they are ready to make and receive calls within minutes.

Puntos en contra:

The least I like about Talkdesk is the reporting section. Granted, their scheduled reports and dashboards are great tools which we use daily; however they lack some quality of life features that will make creating and editing reports from a chore to an enjoyable experience. The issue is that, once a scheduled report has been created, it cannot be edited anymore, and our team frequently has new hires and transfers so we have the need to add new members to different reports, but that is not possible, and instead we have to recreate the whole report from scratch.

TalkDesk makes monitoring and managing a team easy

Comentarios: I am able to tackle issues of productivity by easily tracking each individuals performance with great ease. Not only can I track how many calls they are making, but I can easily track how long they are spending on and off the phones, among many other things. TalkDesk assists with many of my manager responsibilities.

Puntos a favor:

Live reporting screen is easily customisable so you can keep track of what is important to you. You can also pull lots of different reports for all your needs.

Puntos en contra:

I would like to be able to see when an agent was set to which status without having to pull the data, rather than just what proportion of the hour they were set to each status. The individual graphs that show that an agent was set to (e.g.) available for 20 minutes during 9-10am are useful but I want to know WHEN they were available.

Talkdesk for call centre

Comentarios: I was initially a customer experience agent. As an agent, I was using Talkdesk as a tool to communicate with customers and keep track of my performance. I am now a manager and use Talkdesk daily in order to manage the workflow of my employees. Additionnally, I always use Talkdesk to have a detail view of the performance from the member on my team. Based on their data, I will be able to performing adequate coaching sessions.

Puntos a favor:

I like that as a supervisor I have a lot of visibility and detailed data about my agents performance. As such, I can offer personalized help to each of my agents in regards to their perfomance data shown on the Talkdesk software. It has helped me become a better manager and my employees become more performant. Additionnally, Talkdesk offers a lot of features in order for you to personalize your Talkdesk as per your needs. You can manipulate the lines and many other things in order to properly set the workflow.

Puntos en contra:

I don't have many cons about this software. I do see some newer agents struggling with the user friendliness of it all. However, you learn pretty quickly to manipulate it.

User-friendly and easy to use

Comentarios: It helps a lot with the proper call distribution, which is crucial for multi-language support. In addition, the ease of manipulating the roles and the lines, allows us to react immediately, depending on the languages and priorities needed on the spot.

Puntos a favor:

The ease of installation, usage, and fast reporting tools. Easy to be set up for new agents and changed for the current ones, along with the user-friendly UI, which allows prompt assigning of different roles, access, and support lines.

Puntos en contra:

Actually, the tool is really user-friendly, even for the admins. However, It will be a good option to have the calls/chats distribution prioritization a bit more customizable. I've run over the default prioritization, which is quite logical and brings a lot of sense and light over the talkdesk work, but it would be great to have the option to prioritize the distribution to a particular agent and then to change this prioritization to another one. Especially, when we work on different languages, level of expertize, and have different contact channels.

This is how you communicate with your customers fast and effectively!

Comentarios: Manual calls are now the thing of the past. I can simply hit a link for the customer and talkdesk does the rest. It provides a new age alternative to the contact center world.

Puntos a favor:

The ability to easily connect with my customers via phone with a simple click of the button. I also love that it is compatible with Salesforce. I also love the reporting features. This allows me to listen to the calls of my representatives and it provides me with a report on our KPI's. - Kenley B

Puntos en contra:

There is no texting feature. Most customers love to text or take a call these days. I think talkdesk could do wonderful if they incorporated a texting feature to their platform. I also would like for a whisper effect on the reporting feature. The ability to say something to my representative while they are on a call, and customers cant hear what I'm saying would be amazing. This way I can coach them on what to say without distracting them from the call. - Kenley B

Talkdesk for the win

Comentarios: Since the company I work for made the switch, its been great, they are no issues, if we need to make any changes and can't figure it out, their support team is very helpful. Keep up the great work Talkdesk!

Puntos a favor:

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.

Puntos en contra:

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

Great for all businesses that have Sales and Support teams

Comentarios: Great to use. Would recommend to everyone to use asap.

Puntos a favor:

The most important feature is the overall quality of each call. The client can hear you and you can hear the client properly. I love how it works with Zendesk really nicely and their Voicemail system works well too.

Puntos en contra:

The recordings. When listening to recordings, the caller and agent voices go between 2 speakers on the headphones and its a bit irritating