Talkdesk TrustRadius Review
Updated September 06, 2024

Talkdesk TrustRadius Review

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

In my organization, we use Talkdesk to answer calls from customers whether it is inbound or outbound calls. We use the Talkdesk to discuss their profiles and to help them sell their vehicle as we are a company that specializes in helping sellers sell their vehicles on our platform. Talkdesk addresses the problem of having sellers wait in the queue for too long in order to be assisted as Talkdesk notifies us immediately when there is a call and the queue and the next available agent is able to assist the seller promptly.

Pros

  • Talkdesk gives us a predetermined amount of time to view call information before automatically calling
  • Presents information about the individual being called before the call begins.

Cons

  • I would like to be able to record a call while on the line with a customer.
  • I would for the issues that arise during calls such as network issues to be looked at more as it has been an issue I have been experiencing.
  • It is hard sometimes to find a call you were in the feature called "Activities" as it takes sometime for the call to be available.
  • The feature "contact" does not show all contacts we have of sellers sometimes the contact shows after a few days.
  • With the auto dialer popping up it allows agents to be ready to take the call promptly which minimizes customers' time being in the queue as the call goes to the next available agent.
  • We are able to call customers whenever we need to and customers can also call at any time and get assisted in a quick professional manner.
  • Our scores get recorded on Talkdesk from quality management so it is easy for managers to go through the feedback and see if there is any room for improvement with our scores as agents.
I gave Talkdesk a 10 because it is very user-friendly and hassle-free. We do not struggle with using Talkdesk as all the features are outlined clearly. We are notified when calls come in with the seller's details already showing on the dialer. We are also able to track our scores and see feedback given for our performance.
The developments made with Talkdesk made everything easy for us as agents and for our seniors. Provide us with notes or context information about a call. These notes can include information such as caller disposition or contact history. The calls are easily recorded so you do not have to go through all the call you took in order to get the one you are looking for as you can use the sellers details to find the record.
  • Talkdesk Quality Management Assist
  • Other (Please specify below)
Talkdesk Conversation
Talkdesk Voicemail
Talkdesk Contact
Talkdesk Live
Talkdesk Academy
Talkdesk Activities
-Talkdesk is way faster and easier to navigate.
-Talkdesk has many more features than other dialers which allows us to track our work and track scores.
- Talkdesk is able to show contact details without having to ask the customer or having to go through their profiles just to know who you are talking to.

Do you think Talkdesk delivers good value for the price?

Yes

Are you happy with Talkdesk's feature set?

Yes

Did Talkdesk live up to sales and marketing promises?

Yes

Did implementation of Talkdesk go as expected?

Yes

Would you buy Talkdesk again?

Yes

-I was not next to my desk one day and a call came in via Talkdesk because Talkdesk pops up on your screen when there is a call coming I was able to rush to my desk and answered the call within a few seconds. Talkdesk Keeps records of agent-customer sessions for purposes of coaching and quality assurance

Talkdesk Feature Ratings

Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
5
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
9
Historical reporting
10
Live reporting
10
Customer surveys
3
Customer interaction analytics
10

Using Talkdesk

130 - We assist sellers who want to sell their vehicles on our platform by helping to create their vehicle profiles and outlining every detail about the vehicle. We then put the vehicle in the next available sale in order to achieve the highest offer from a verified dealer. The sales take 1 day to be completed and only a few days for the vehicle to be collected.
150 - Agents who have knowledge of the product we are selling at our workplace, agents who can pay attention to detail throughout the call, and sellers who are well organized enough to be able to handle a call promptly and in a timely manner. Agents must have telephone etiquette and good communication skills
  • Answering incoming calls from sellers and dealers
  • Tracking call volume and th service level of the organization
  • Managing calls in a timely and prompt manner
  • Call listening and Qa evaluation to track agent perfomance.
  • Improving agant perfomances through QA evaluations
  • Tracking company call statistics
  • Agent support and feedback
  • Transferring calls to senior management
  • Tracking call volume and service level
  • Sending responses to the sellers
Talkdesk solves problems for all types of industries. It is very easy to use. Very fast and all the features that are on talk desk are very useful. The are many features that help you through a call and The company is able to trace their statistics, Productivity, and call volume using talk desk.

Evaluating Talkdesk and Competitors

  • Integration with Other Systems
  • Ease of Use
Ease to use - Talk desk is user-friendly so all the agents in the organization is able to use talk desk to answer calls and to make calls to sellers. The quality of talk desk also makes it easy to use it in our organization. easy system to use when tracking company statistics and call volumes. Also easy to tack agent performance.
I would not change anything about the evaluations as I do like how it all out the selection process is also easy to navigate and the questions are also easy to answer as long as you know the software and you are using the software. The selection process is also easy to follow and is straightforward.

Talkdesk Support

The support is good and effective. I have only encountered a problem with the network when using talkdesk other things are perfect. so the support I received was efficient enough because the issue was fixed and I was able to continue and use the software.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
We have never purchased premium support as we have never needed it to use talk desk. The support we receive is enough so solve any issue that arises

Comments

  • Aunalisa Arellano | TrustRadius Reviewer
    Thank you so much for taking the time to share your thoughts on Talkdesk! We are thrilled to hear that you find it easy to use. Your thorough feedback is extremely valuable and we will ensure it is shared with the team.