All Talkdesk Reviews
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Bernard
Retail, 11 - 50 employees
Used less than 12 months
OVERALL RATING:
4
Reviewed May 2022
Good new solution but requires more integration
Roman
Verified reviewer
Information Technology and Services, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed April 2020
Talkdesk for users
overall, my experiences has been exemplary with talkdesk as we're able to integrate this with zendesk which is a huge plus
PROSease of use voip system allowing you to use not only via desktop/laptop machines, but also configure it via mobile app
CONSsometimes, the servers just goes down where you would only know that there's a downtime by experiencing issues or by visiting the status page
Reasons for switching to Talkdesk
Genesis was extremely clunky
Robert
Consumer Services, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed August 2019
Why we chose Talkdesk
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.
PROSEase 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.
CONSCould use some additional features such as multiple dashboards to monitor multiple centers/ring groups
Reason for choosing Talkdesk
Features, service package and features in development
Reasons for switching to Talkdesk
Better performance, better features
Anonymous
11-50 employees
Used less than 2 years
OVERALL RATING:
1
EASE OF USE
5
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
Reviewed November 2015
Worst experience we had
I was really happy that i found a cloud sollution for our company with lots of integrations. The contract was made in just couple of days and we started to use the solution from day 1. The sale agent was really great. Now, the problems started when we opened the first ticket to support which was handled in 3 or 4 days (for a call-center sollution this is extremely high). There are tickets which was never handled. Later on if you wanted a ticket to be resolved you needed to go on their facebook page and write the ticket number along with a small complain. Take a look on their facebook page, and you will see lots of complaints there along with tickets number. After couple of months we have seen a really high raise in our cost and we knew that something is not normal. After a small investigation we discovered that we have been overcharged with over 3000$ in 4-5 months. After an intern audit which was done in over 6 weeks by Talkdesk, we have recieved the money back to our talkdesk account. The fun part is that we cannot use the money which was taken illegaly for paying the monthly services, they need additional money. This is totally unacceptable! Anyway, it was a lot of friction between us. We even try to contact the CEO of TalkdDesk on Linkedin which by the way didnt't even reply to our problem. Talkdesk was the worst experience in 8 years since i have started the company. Think twice before you will use their services.
PROSNice app, nice design, easy to use, good quality of sound.
CONSSupport 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.
Vendor Response
We're really sorry about your experience, and we definitely agree we could have done a much better job in this case. In the course of this year, we've significantly grown the Talkdesk team, switched to a new billing system, and gone from 2 people working in support, to over 30. We're now answering most support enquiries within a few hours, and satisfaction rates are very high. We're available 24 hours a day during the week to assist our customers. We've replied directly to you specifically addressing the final concern you had, and you've now told us you consider the problem solved. We hope you continue to stay with us, but if you do decide to leave we understand and we'll make it as easy as possible for you to move elsewhere.
Replied November 2015
Liza
Computer Software, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2019
TalkYES!
ease of use- easy set up and if there are ever issues they are very responsive and fix them quick
CONSnot much- it truly is a great product I can't think of anything I would change
Reasons for switching to Talkdesk
functionality and limitations within shoretel
Tony Ricardo
Verified reviewer
Insurance, 10,000+ employees
Used weekly for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed June 2023
Talkdesk makes the job run smoothly
Talkdesk is used as the main application for new and old customer contact accounts. It is used by every support and sales department in the entire company. The main difficulty it solves is the ability to reduce the number of windows or screens in the transition between different knowledge areas and, at the same time, display to staff/management when it is available and when it is not. Talkdesk is most optimal for companies that have a lot of knowledge and equally display to staff/management when it is available and when it is not. Your ability to switch between these areas is where it really pays off. That being said, I would not recommend it for a company that is all about email. Talkdesk really offers itself well to companies that use the "talk" function, otherwise it would not be of use to you.
PROSStreamline and speed up the difficulties of your usual procedure without affecting your intentions. If you wish, you may use its display mode or position it where you want it on the screen. Reduces the fatigue of switching seamlessly between major workspace tasks, such as email and chat, while maintaining openness with your group about food, meetings and time arrangements.
CONSWhen you log out, if you do not update your status to Offline, it will remain operative until the next time you log in. A note about your inability to customize the options available, it would be beneficial to have the ability to customize the option you have as an appointment or a staff. A major weakness I have been experiencing so far is that it sometimes fails; such as not being ready for calls when it is clearly impossible or not being able to accept calls from another.
George
Verified reviewer
Accounting, 11-50 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed September 2022
TalkDesk is one of my favorite tools when it comes to calling, routing, and recording calls.
I am pleased with my experience with TalkDesk. The app is easy to use when doing simple things and the support team has been very responsive in helping me troubleshoot any issues that I have had.
PROSFirst, 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.
CONSThe 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.
Amanda
Verified reviewer
E-Learning, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed May 2020
Great tool for international companies
The benefits we have realised is that we can work easily with a big team and call across markets.
PROSThe best features are the ones that our customer service and sales team use. The teams have to do calls on a daily basis and our customers are all over the world. We need to track our calls and make sure the experience with customers is the best we can offer. When we have new agents we use Talkdesk to listen to their calls and give them feedback.
CONSSo far we had only one issue. One day where Talkdesk was done, but the customer service helped us quickly and made us a discount on the next month's payment because of the time the app was down.
Anonymous
2-10 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
4
Reviewed August 2023
Easy to use
Very intuitive dialler. This is the first VOIP dialler that I used working for a business. I have used other systems since and this one seems to be the most stable for doing it's core function - facilitating inbound/outbound calls. Cannot remember having any connection issues. It was simple to learn and easy to use.
CONSI found the dialler to be a bit restrictive. We weren't able to integrate it with other systems as much as we would have liked to.
Desiree
Verified reviewer
Oil & Energy, 1,001-5,000 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed May 2020
Refreshing Change
I am incredibly impressed with the ease of Talkdesks interface. As a user an administrator, I have no difficulties finding everything I need almost immediately. We have not had any systematic or tech issues with Talkdesk thus far, and any questions we have are promptly answered by the support team.
PROSThe most appealing aspect about Talkdesk is its many features and add-ons. There are functionalities available to sync (at some point) to other apps and programs, that we've considered using in the future.
CONSTo date, there arent any specific features that I dislike about my daily usage of Talkdesk.
Reasons for switching to Talkdesk
Previous system for calls had no features, or options we deemed affordable.
Michael
Verified reviewer
Government Administration, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed September 2018
Easy to deploy and scales!
Excellent! A great value for us.
PROSIt doesnt require any download or installs. Cloud based easy to use. We love the app connect experience to easily add new apps functions and features with just two clicks... seriously no IT support required.
CONSRequires chrome browser or the download call bar. Doesnt work in IE if you are stuck using that.
Logan
Insurance, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2019
Talkdesk everything you want with a clean UI/UX - CCaaS
OUr customers want quick and easy access to their reps by phone. Talkdesk makes that possible. Management wants an integrated phone system to be able to view high level data in other areas of our business. Talkdesk is the CCaas that fit our needs.
PROSThe 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.
CONSCall quality. If talkdesk could fix the random bouts of call quality issues, then this would be a near perfect solution.
Reason for choosing 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.
Reasons for switching to Talkdesk
UI, UX, call quality, ease of use, reports, scalability, call routing, cost
Natalie
Verified reviewer
Higher Education, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed April 2023
Talkdesk is an excellent app that provides exceptional customer service
Talkdesk is a comprehensive and user-friendly contact center software that provides businesses with the tools they need to deliver exceptional customer service. Its omnichannel support, customizability, integration capabilities, and reporting and analytics make it an excellent choice for businesses of all sizes.
PROSTalkdesk 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.
CONSI 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.
Anonymous
51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed September 2019
Talkdesk is the best in Class
Really positive. Talkdesk does a great job at listening to their customer needs in order to make a better product. That are fast with changes that benefit a wide net of their clients.
PROSWe 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.
CONSIn 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.
Reason for choosing Talkdesk
Talkdesk focuses more on the call center where Zendesk Talk is a smaller product built within Zendesk.
Reasons for switching to Talkdesk
Inconsistent integration with Zendesk.
Anonymous
51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed January 2018
Fairly innovative company, not perfect but who is
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.
CONSWe 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.
Nikki
Consumer Services, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed April 2019
Easy to navigate
Like mentioned before, working in customer service there is a lot of times where I had to speak with the customer call someone else at the moment. Putting the customer on hold and at the same moment calling at a different place was really helpful. Great service! Really satisfied.
PROSI 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.
CONSSo far, can't complain. There were times that the widget would not work but the web was always working as a backup plan.
Anonymous
501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed June 2022
Compelling Platform
Overall I'm happy with talkdesk, call quality is great, recordings are high quality and has no issues during playback. Administrator features are well designed. The only issue I have kind of frequently is searching for calls but I got used to it, so overall I'm pretty satisfied with Talkdesk.
PROSFrom 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.
CONSLack 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,
Anonymous
51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed April 2020
Great for all businesses that have Sales and Support teams
Great to use. Would recommend to everyone to use asap.
PROSThe 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.
CONSThe recordings. When listening to recordings, the caller and agent voices go between 2 speakers on the headphones and its a bit irritating
Ana
Real Estate, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed August 2019
Talkdesk for the win
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!
PROSTalkdesk 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.
CONSI feel it can use some improvement with integration with other software, to minimize delays.
Reasons for switching to Talkdesk
company decision
Tarell
Outsourcing/Offshoring, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed June 2022
Easy to use
My overall experience with helpdesk was ok we had some challenges. I think you guys should look into making an update with the logging feature.
PROSI love how it provides a detailed breakdown of an agent performance at a given time.
CONSI really think you guys should include a time stamp so it's easier to log, track and review interactions.
Reasons for switching to Talkdesk
Help desk was recommended by a CRM.
Tara
Internet, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed September 2019
Dependable and Resilient .
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.
CONSThe 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.
Blake
Verified reviewer
Hospital & Health Care, 501-1,000 employees
Used daily for less than 6 months
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed April 2019
Helpful for a small-to-mid call center, could use better reporting.
Before Talkdesk, we had a legacy PBX system that was old and clunky, to put it mildly. Talkdesk's implementation process was extremely smooth, and their implementation team was right there any time we hit a bump. Responsiveness did decrease SLIGHTLY post-implementation, but not to any concerning degree. Bottom line is that we are getting our phone calls and able to track them to improve processes and overall business function.
PROSThe ease of use and general aesthetics of the software. Everything looks clean and modern. Live dashboards look great, reports look great, the whole UI is beautiful. Generally speaking, it's very simple compared to other more complex legacy phone systems I've used. The process for setting up new agents is intuitive.
CONSThere is a lot to be desired about the flexibility of the reporting functions. For most of my more complex call center metrics, I have to export mass call data Excel then slice and dice from there. They have great basic reports out-of-the-box, but our call center has some nuances that their stock reports don't capture. I wanted to be able to take any field/metric in the system and build a report around it, but that's not possible, at least not yet. They have informed us that they will be rolling out brand new custom reporting features soon, I'm excited about. I only dock them one star for this, however, because the bottom line is that my data is in their system, which integrates with Salesforce. So, even though I can't get my metrics the way I want to from inside Talkdesk, I can still export or run in Salesforce just fine.
Bruno
Internet, 11-50 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed September 2020
Wouldn't be able to scale my business without it
Excellent. Already renewed my licenses for next 2 years.
PROSI 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.
CONSImplementation and support can be patchy at times. Self-service not available to add agents.
Reason for choosing Talkdesk
Flexibility and integration with Pipedrive
Linda
Hospitality, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2019
Easy to Use and Helpful
Beneficial to have the call recording for our records, convenient to transfer call to another team,
PROSEasy 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,
CONSTo 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.
Reasons for switching to Talkdesk
More expensive and traditional phone
Neddie
Information Technology and Services, 11-50 employees
Used daily for less than 6 months
OVERALL RATING:
2
EASE OF USE
2
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
FUNCTIONALITY
1
Reviewed October 2019
Nightmare
My overall experience with Talkdesk has been anything but good. It has been one issue after another. I have lost several clients because of oversights and we're beyond frustrated with the lack of support and features we were told were possible. I suggest to anyone signing up to please ask detailed questions and look at other services before you consider this phone system.
PROSBeing 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.
CONSThe 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.
Reasons for switching to Talkdesk
So that we can be on a cloud based system and so that we could consolidate other systems so our team was more efficient.