Talkdesk Reviews & Product Details

What I like most about Talkdesk is its flexibility and how easily the platform can be adapted to different business needs. Talkdesk Studio makes it relatively simple to build and adjust IVR flows, routing rules, queues, and other call-handling logic. Review collected by and hosted on G2.com.

One area I think Talkdesk could improve is the complexity of some integrations, particularly with platforms like Salesforce. While the integration capabilities are powerful, certain configurations and troubleshooting scenarios can require significant technical knowledge. Review collected by and hosted on G2.com.

The thing I like most about Taldesk is that I am able to communicate with customers via text when I need photos or videos to further understand issues that are not able to be determined via phone call. This allows you to do further troubleshooting and have better understanding of any issues being discussed. In turn I am also able to drag and drop over files to them myself to help with step by step instructions or show example photos. Thus saves multiple steps and allows me to work more efficiently. Review collected by and hosted on G2.com.

The thing I dislike about Talkdesk is some files cannot be uploaded due to file size. I then cannot use the drag and drop feature and must take snip it photos to send the files. This downside takes away from using my time most efficiently as it slows my work down some by having to do this. Review collected by and hosted on G2.com.

It is very user friendly and has a very logical user experience. The sounds are not to high pitched and easy on the ears. The fact that we can also use it for requestforms being distributed between the colleauges. You can send it back to the inbox very easily. The overview of all the calls in combination with the team and their statuses. You dont need to be looking for 10 min. It is in one vieuw that you can acces all this information. Review collected by and hosted on G2.com.

Sometimes it takes a bit long to start up. Espescially because it needs to open first in the browser. Then the app launcher needs to launch the app. So sometimes it can take a bit of time, but definitly not always Review collected by and hosted on G2.com.

I like its intuitive interface, it allows me to effectively manage interactions with customers without wasting time searching for information. I also appreciate the fact that everything I need is easily accessible, it helps me stay organised dureing and post calls. The platform is reliable and easy. Review collected by and hosted on G2.com.

Sometimes when I connect, I'm offline and I can't change my status, I have to disconnect and reconnect. In the morning, logging in can sometimes take longer than expected or be difficult when there are connection problems. I also find it frustrating that during these connection issues, my status can change automatically without me realizing it. Review collected by and hosted on G2.com.

I enjoy how easy it is to create macros for tickets as needed. I also like how our tickets are organized by type, whether they’ve been completed, and the last time we worked on a ticket or checked in with a customer about it. Review collected by and hosted on G2.com.

Some text in tickets can be harder to read in dark mode, although it’s very easy to switch back to light mode when needed. Review collected by and hosted on G2.com.

What I like best about Talkdesk is the flexibility it gives us to build a customer experience that fits our operation instead of forcing us into a one-size-fits-all model.

We use Talkdesk across voice, SMS, chat, WhatsApp, and AI-powered interactions, and the platform gives us the ability to create routing, business-hour logic, after-hours handling, escalation paths, and other workflows around the customer journey. It also offers useful agent-facing features, such as translations and conversation summaries, that help our team work more efficiently.

The platform has given us the tools to improve both the customer and agent experience while continuing to scale our support operation. Review collected by and hosted on G2.com.

The biggest challenge with Talkdesk is that some of the more advanced features can take time to fully understand and configure. The platform is very flexible, but that flexibility can also create a learning curve when building more complex routing, automation, or AI-powered experiences.

At times, documentation could also be more detailed or easier to navigate, especially when trying to understand how multiple features work together. That said, the flexibility and overall capabilities generally outweigh those challenges. Review collected by and hosted on G2.com.

I appreciate all the calling and texting features on a day to day basis. I love the UI features. Seamless AI integrations. Worth the cost of using the application. Review collected by and hosted on G2.com.

I dislike I can't see who left me a review after the call with the customer. Sometimes the talkdesk is lagging. Do not like SAP will open a new tab whenever I get a call from Talkdesk. Review collected by and hosted on G2.com.

Omnichannel capability allows you to have all input channels in the same tool. Easy to manage, implement, and very intuitive. There are several interesting modules such as QM assist, the knowledge module, copilot, and autopilot based on agentic. Review collected by and hosted on G2.com.

What I don't like is the billing model, especially if AI resources are used, it is quite complex. Review collected by and hosted on G2.com.

Performance-wise, it is easy to use for documenting customer concerns and actions/resolutions by the representative. It makes referring back to previous tickets more helpful. Especially since it connects to our Zendesk platform for interactions.

The AI summaries allow me to focus more on things that need documenting rather than needing to recap the whole call. The in-call transcriptions are helpful and limit the necessity for asking for repetition unless necessary. Review collected by and hosted on G2.com.

The auto summary of the disposition does not always land on the correct disposition. For example, not every call is an escalation. Minor, but when call/work volume is heavy, it is easy to overlook setting the correct disposition. Review collected by and hosted on G2.com.

I find Talkdesk to be a useful management tool, especially with schedule adherence reporting, which keeps my team aware of their time in offline states. The real-time notifications for breaks and meetings are really helpful to keep my team on track. The quality assurance tool makes it easy for me to review calls or messages in 1:1s. I like being able to create custom dashboards that provide the metrics I need most, and that these dashboards can be shared easily with teammates, giving a visual snapshot of performance. The performance management leaderboards are great too; they let team members check their own performance metrics and improve engagement as they get excited about their successes. The initial setup of Talkdesk was simple and straightforward. Review collected by and hosted on G2.com.

With schedule creation, I do wish there was not such a delay between creating a new schedule and when it actually updates to the system. It always seems to be between 24 and 48 hours later. I can change this manually, of course, but the ability for an immediate change to a base schedule would be great. I also wish breaks and lunches could be entered by exact time instead of time from or until shift beginning or end. Review collected by and hosted on G2.com.