Talkdesk Reviews & Product Details

Talkdesk is a valuable tool because it helps keep calls, customer notes, and interactions organized and easy to track. It also gives better visibility into call volume, missed calls, agent statuses, and overall activity, which helps with follow-up and accountability. The call recordings and reporting are especially helpful for QA, coaching, and identifying trends so we can continue improving team performance and the customer experience. Review collected by and hosted on G2.com.

Overall, I do not have many concerns with Talkdesk. The main challenge is making sure statuses, missed calls, and customer information are updated accurately, especially when call volume is high. Even with that, Talkdesk is still a very useful tool for keeping calls organized, reviewing interactions, and helping the team stay on track. Review collected by and hosted on G2.com.

I love how many capabilities there are, I started out in Talkdesk as a front end user and there was a bit of an adjustment phase. However, once you start diving in you can see how helpful the tools can be. Having AI help you while on calls is really beneficial to customer support and I feel like it gives the agents more confidence while on calls.

I am currently spending my time reviewing and teaching our AI Chat Bot. The options on the back end are endless. As technical as it seems, I picked up everything I needed to know about teaching the bot fairly quick, and no I have never worked with systems or AI. Review collected by and hosted on G2.com.

I dislike having only 1500 characters to tell the chatbot everything she needs to be, I feel like there are corners I am cutting while trying to teach her. I also find it frustrating that we can't have the bot escalate customers to the agents after hours. Review collected by and hosted on G2.com.

Talkdesk is an invaluable customer service platform that integrates seamlessly with our CRM, making it easy to access customer information and provide a more efficient, personalized support experience. Having customer details readily available significantly improves call handling and overall agent productivity.

The Copilot integration has been a game changer. Talk desk allows me to quickly review previous customer calls and track valuable performance metrics, such as my average calls and CSAT scores. These insights have helped me improve my performance and better understand my impact. Review collected by and hosted on G2.com.

Occasionally, we have issues where calls don’t come through, which can affect our metrics. We gauge our service level by answering phone calls within 40 seconds, and when Talkdesk issues occur, there’s a delay in when incoming calls reach us. Review collected by and hosted on G2.com.

Adding Copilot to Talkdesk has been, by far, the biggest help. There are times when the phone doesn’t connect properly, but Copilot still picks up the conversation, so we can read what the customer is saying and adjust our service accordingly. Review collected by and hosted on G2.com.

The only thing I dislike about Talkdesk is that when I’m sending a text message and a call comes in, it interrupts what I’m doing in the text. It would be great if there were an additional window or pop-up that appears when a call comes in, so I can see the call without being pulled out of the message. Review collected by and hosted on G2.com.

I really enjoy the copilot feature. It really helps me to understand the customer's situation more clearly as I can go back and review the chat transcript. I also feel like it improves my work performance as I can also look through our own research files in the case I forgot to go over a troubleshooting step. Review collected by and hosted on G2.com.

I am not very keen on the way the conversation tab is set up. I find it very hard to search for messages when I am looking for a certain conversation. It would be very helpful to include some sort of search bar I can use to search up specific key words or customer phone numbers if we've chatted before. It is not very reliable when I get a call from a customer and they mentioned we have chatted before and I am unable to search our conversation. Review collected by and hosted on G2.com.

Talkdesk is helpful because it keeps customer calls, notes, and interactions organized in one place. It gives the team better visibility into call volume, missed calls, agent activity, and statuses, which helps with accountability and follow-up. It is also useful for QA and coaching because calls can be reviewed to provide feedback, identify trends, and support training. Overall, Talkdesk helps the team stay connected, track performance, and improve the customer experience. Review collected by and hosted on G2.com.

Overall, I do not have many dislikes about Talkdesk. The only downside is that it can sometimes take time to make sure statuses, missed calls, and customer details are updated correctly, especially during busier call volume. However, when used consistently, it is still a very helpful tool for tracking calls, reviewing interactions, and keeping the team organized. Review collected by and hosted on G2.com.

Talkdesk is very user friendly and easy to use. When a lot of calls come in, it is easy to track how many calls were answered and this way it's nice and transparent for the agents. When losing a call, you can find the phonenumber of the lost customer right away. Due to the copy button next to phone numbers it saves me a lot of time, because I don't have to type it out myself. We do not have a lot of experience with integrations, because we don't use other tools. When we did an onboarding, the agent understood the use of talkdesk in about 5 minutes. Review collected by and hosted on G2.com.

Sometimes when either using a headset or using Talkdesk on speaker, it doesn't adjust itself properly, so you have to go to conversation settings to adjust the sound of the speaker/microphone/ringing output. This can sometimes result in a lost call. Review collected by and hosted on G2.com.

What I like most about Talkdesk is how easy it is to use on a daily basis. As an agent at Newco Communication, I use it every day and I appreciate the simple interface, the reliability, and how quickly I can handle customer interactions. The integrations and AI features also help me save time and work more efficiently. Review collected by and hosted on G2.com.

What I like less about Talkdesk is that some features can take a bit of time to understand at first. A few improvements in the interface and customization options could make the daily experience even smoother. Overall, it remains a reliable and efficient tool for my work. Review collected by and hosted on G2.com.

I love the Activities feature in Talkdesk. With my job responsibilities, it makes it much easier to keep track of my work and ensure all the proper steps are completed correctly. Talkdesk is also very user-friendly and intuitive; from the very beginning, I found that little to no training was needed to feel comfortable using the platform.

I also love the integration with Akuvo and how I can select “make outbound call” and it automatically dials out. When I’m receiving a call, the member’s information generates automatically, which makes the verification process easier. I appreciate how easy it is for our supervisors to pull a call when needed to confirm the member received the proper information when disputing something, and to be able to relay that information back to them. Review collected by and hosted on G2.com.

I dislike that we can be on a call in Talkdesk and still receive an incoming text message notification. We should have the option to not receive these notifications while on a call, because it can get very distracting—especially when the notification keeps repeating if another team member doesn’t accept the message. Review collected by and hosted on G2.com.

Talkdesk gives our institution more control over the system than any other platform we’ve used. When a change needs to be made, I can go directly into Studio Flow or Autopilot and make the change right away, which is a huge benefit to us. Talkdesk's Quality Management system is fantastic - it automatically selects calls within a certain threshold and we've also found we can store 1-on-1 documents there to have all team members information in one place. We love it. Review collected by and hosted on G2.com.

The canned reports are great; however, creating a custom dashboard or report isn’t as intuitive as I’d like. It would help if building them were as easy as 1, 2, 3, or if there were classes to guide users through the process, along with a readily available resource to reference. Another idea would be to share other users’ reports in a repository so people can learn from what’s already been built. It would also be useful to create more reports based on the repetitive custom reports that users commonly build. Review collected by and hosted on G2.com.