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Talkdesk REVIEW

Communications Software

11 user reviews
USER SATISFACTION 100%
OUR SCORE 8.4

What is Talkdesk?

Talkdesk is one of the leading help desk software apps currently available on the market. No. 1 spot in this category is held by Freshdesk which has a score of 9.8 and has won our Best Help Desk Software Award for 2017. You can try out Freshdesk for free here.

Businesses need to keep up and get in touch with their customers and potential clients as part of the grand plan of becoming successful in their respective industries. So what does Talkdesk do is give users a cloud-based call center hub where all calls are channeled and managed without the added costs that come with setting up an actual call center.  Talkdesk eliminates the need for an actual call center hub by providing users with an online platform that can handle and manage their calls for them.

With Talkdesk, your business can get that fully functional call center setup, enabling you to provide top notch support for your products and services. Talkdesk is intuitive and intelligent, and can integrate with leading business applications and systems, ranging from CRM, ustomer databases, and sales software to mention a few.

Overview of Talkdesk Benefits

Many businesses and organizations can use the string of Talkdesk benefits that the system offers.

  • No need to spend money in setting up physical call centers (extra phones, agent training, product awareness and knowledge, etc.)
  • The system can be set up in a matter of minutes.
  • Take and make calls using browser, landline, or IP phones.
  • Gather reliable information from real-time analytics, historical reporting, and monitoring live or recorded calls, and convert them into actionable insights.
  • Streamline all other business operations and processes with Talkdesk’s vast integration options.

High Level Product Overview 

A popular call center application, Talkdesk is a user-friendly, web-based solution that you can readily use out-of-the-box. It helps your business achieve growth by enhancing customer satisfaction while at the same time cutting customer service-related costs.

Using Talkdesk, businesses can create an entire call center in a browser in five minutes. Unlike other outdated and costly solutions that require a long setup and big upfront investment, Talkdesk requires no phones, no hardware, no coding and no downloads – all that is needed is a computer and an internet connection. With one click, Talkdesk integrates with Zendesk, Salesforce, SugarCRM, Shopify, Infusionsoft, Olark and others to provide comprehensive information about customers.

With Talkdesk, your customer calls are directed to the rep who is among the most capable to address a caller’s specific needs. This is made possible by the platform’s intuitive integration of skills-based, ACD, and IVR call routing technologies. The receiving customer rep can readily access the caller’s relevant data in real time, thus ensuring issues are resolved and customers are satisfied with your quality service.

For calls from new customers, Talkdesk automatically creates and integrates new contact information into the system. For missed calls, the platform automatically sends an email to ensure no customer inquiries are left unattended. The email includes relevant information, including call details and voice mail data.

With real-time and historical reporting, call monitoring and call recording, agents and managers can make sound, technology-supported decisions based on up-to-date, comprehensive customer information.

Value Proposition 

  • Leading browser-based call center software with modern design and easy-to-use web interface
  • True SaaS call center software solution that provides the flexibility and cost savings of cloud computing while matching the robust functionality of traditional solutions such as advanced Call Routing, Call Monitoring and Reporting
  • Quick setup and out-of-the-box functionality (no need for expensive and long implementation cycle)
  • One-click integrations with most CRM tools including Salesforce and Zendesk (most integrations in the industry)
  • Integrated Widget to make calls directly from inside Salesforce and Zendesk
  • Process Automation that increases agent productivity by automating common tasks

Overview of Talkdesk Features

  • Call Recording
  • Voicemail
  • Call Disposition and Notes
  • Call Queues
  • Call Control
  • Unlimited Concurrent Calls
  • International Numbers
  • Outbound Caller ID
  • Personalized Greetings
  • IVR System
  • Skill Based Routing
  • Forward to Phone
  • Contact History
  • Built-In CRM
  • Enhanced Caller ID
  • Contact Tags and Custom Fields
  • Automated Tasks
  • Compile Contact Lists
  • Integrations
  • Data import and Synchronization
  • Call Monitoring
  • Historical Reporting
  • Real-Time Reporting
  • Power Dialer
  • Web to Lead
  • Email Notifications
  • Desktop Notifications

What Problems Will Talkdesk Solve?

1. Increase the Efficiency of Your Team

Ensure personalized customer interactions and increase customer satisfaction with a well-informed, efficient team. Allow for easy collaboration between agents and departments by integrating your sales, marketing and support departments.

2. Save Time and Reduce Operational Costs

Reduce call handling time, increase agent productivity and personalize the customer experience with readily available information about the customer, pitching relevant items and solving problems quickly.

3. Deliver Excellent Customer Service

This customized information will also enable your agents to proactively deliver relevant information to your customers. This creates more revenue opportunities, increases customer satisfaction, shortens collection cycles and decreases inbound call volume.

4. Maximize Lead Generation and Conversion

With Talkdesk’s lead generation and nurturing system, integrations and notification system your team will be well-equipped to generate more leads, increase conversion rates and close more sales.

Talkdesk Position In Our Categories

Position of Talkdesk in our main categories:

50

Talkdesk is one of the top 50 Communications Softwareproducts

50

Talkdesk is one of the 50
Communications Software products


Talkdesk is also listed in the following subcategories:

Category:Position:Category:Position:
VoIP Software#24
Category:Position:
VoIP Software#24

Enterprises have unique wants and requirements and no software platform can be just right in such a situation. It is futile to try to find a perfect off-the-shelf software product that meets all your business wants. The smart thing to do would be to modify the application for your specific wants, employee skill levels, budget, and other elements. For these reasons, do not rush and subscribe to well-publicized popular applications. Though these may be widely used, they may not be the ideal fit for your specific wants. Do your groundwork, check out each short-listed platform in detail, read a few Talkdesk reviews, contact the vendor for clarifications, and finally select the app that offers what you need.

How Much Does Talkdesk Cost?

Talkdesk Pricing Plans:
Free trial
Quote-based Plan
Contact vendor

Talkdesk offers 2 quote-based pricing plans:

Professional Plan

Flexible contact center for growing teams

  • Access to One-Click Add-On Apps
  • Advanced Voice Capabilities
  • CRM/Helpdesk Integrations
  • Email Support
  • Intelligent Routing
  • Power Dialer
  • Reporting & Analytics
  • Self Administration
  • SMS CSAT Surveys
  • Superior Call Quality
  • Unlimited Call Recording

Enterprise Plan

Advanced capabilities and support for innovative companies

All features of the Professional plan, plus:

  • 24×7 Support
  • Access to APIs & SDKs
  • Access to One-Click Apps
  • Advanced Reporting & Analytics
  • Advanced Voice Capabilities
  • Bring Your Own Carrier
  • Context Mobile
  • Dedicated Account Manager
  • Guaranteed MOS Call Quality

Options

  • Agent Productivity Tools
  • Digital Channels
  • Knowledge Management
  • Quality Assurance
  • Voice Analytics
  • Workforce Management
  • Workforce Optimization

User Satisfaction

We realize that when you make a decision to buy Communications Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Talkdesk reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Talkdesk. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

POSITIVE SOCIAL MENTIONS

14

NEGATIVE SOCIAL MENTIONS

0

Video

Technical details

Devices Supported
  • Windows
  • Mac
  • Web-based
Language Support
  • English
Pricing Model
  • One-time payment
  • Annual Subscription
Customer Types
  • Small Business
  • Large Enterprises
  • Medium Business

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE
  • TRAINING
  • TICKETS

Talkdesk User Reviews


Claudia 3 months ago
Verified
user



Edgar 8 months ago
Verified
user



Allan 8 months ago
Verified
user


What are Talkdesk pricing details?

Talkdesk Pricing Plans:
Free trial
Quote-based Plan
Contact vendor

Talkdesk offers 2 quote-based pricing plans:

Professional Plan

Flexible contact center for growing teams

  • Access to One-Click Add-On Apps
  • Advanced Voice Capabilities
  • CRM/Helpdesk Integrations
  • Email Support
  • Intelligent Routing
  • Power Dialer
  • Reporting & Analytics
  • Self Administration
  • SMS CSAT Surveys
  • Superior Call Quality
  • Unlimited Call Recording

Enterprise Plan

Advanced capabilities and support for innovative companies

All features of the Professional plan, plus:

  • 24×7 Support
  • Access to APIs & SDKs
  • Access to One-Click Apps
  • Advanced Reporting & Analytics
  • Advanced Voice Capabilities
  • Bring Your Own Carrier
  • Context Mobile
  • Dedicated Account Manager
  • Guaranteed MOS Call Quality

Options

  • Agent Productivity Tools
  • Digital Channels
  • Knowledge Management
  • Quality Assurance
  • Voice Analytics
  • Workforce Management
  • Workforce Optimization

What integrations are available for Talkdesk?

Talkdesk is compatible with the following business applications and systems:

  • Heldesk – Zendesk, Desk.com, Helpscout, Freshdesk, UserVoice, Intercom, Groove
  • CRM – Salesforce, SugarCRM, Pipedrive, Nimble, Zoho, OnePageCRM, Highrise, RelateIQ, Contactually, Infusionsoft, Microsoft Dynamics
  • Chat – Olark, Livechat, Userlike, Snapengage
  • Ecommerce – Shopify, BigCommerce, Magento

User reviews


User reviews in total: 11

7
3
1
0
0

Average Rating:

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The most favorable review

Claudia

3 months ago


Pros: The system provides us with very impressive tools and functionalities including live call monitoring, phone IVR, integrations for Zendesk, a fantastic reporting dashboard, and personal voicemails and extensions. The best part is that we can contact Talkdesk to discuss ideas that will enhance our workflow and efficiency and then they would configure the settings so we can implement the changes we want.

Cons: Everything in Talkdesk is okay except for that one thing that we experience with our Zendesk integration. It automatically add a fake email address for calls. This flaw has resulted in a number of suspended tickets in our Zendesk account.

The least favorable review

Lloyd

9 months ago


Pros: I love their recording functionality as well as their integrations with helpScout and Salesforce. Talkdesk has so much potential and their CRM features are great. We don't have any experienced with dropped calls so far.

Cons: In most cases, we have to work the integrations manually as they rarely work automatically. Calls have to be tagged and sometimes, there are cases of delays in our calls, one to two seconds. We called support and the solution they suggested meant massive overhaul of our current setup.

Published 3 months ago
Verified
user
I really love that their support and product team are very responsive to suggestion and feedback. We have been using Talkdesk for over five months and sent them some...



What do you think about this review? Great Poor
Published 3 months ago
Verified
user
The system provides us with very impressive tools and functionalities including


What do you think about this review? Great Poor
Published 4 months ago
Verified
user
Talkdesk has tons of features yet doesn't cost much. The ase of use and the navigation is also some of the things I love about Talkdesk. Compared to similar systems,...



What do you think about this review? Great Poor
Published 8 months ago
Verified
user
I love how Talkdesk simplifies communication with our clients. We can engage them n real time and do things effectively to increase customer staisfaction and loyalty. It...



What do you think about this review? Great Poor
Published 8 months ago
Verified
user
Talkdesk records our conversations, which is really useful for quality checks and traiining purposes. Before, we resorted to using an entirely different software to...



What do you think about this review? Great Poor
Published 9 months ago
Verified
user
Talkdesk provides us with a platform is so organized and user-friendly. We wanted a solution that is visible to all team members and come with a powerful, robust...



What do you think about this review? Great Poor
Published 9 months ago
Verified
user
There are so many things we love about Talkdesk. Among our favorite features is thet Call Queue and the Automated Call back, both have helped in boosing our sales and...



What do you think about this review? Great Poor
Published 9 months ago
Verified
user
Talkdesk enables our agents to field calls from any our offices or even from home. This works well for us since we are a distributed company and have offices in various...



What do you think about this review? Great Poor
Published 9 months ago
Verified
user
I love their recording functionality as well as their integrations with helpScout and Salesforce. Talkdesk has so much potential and their CRM features are great. We...



What do you think about this review? Great Poor
Published 9 months ago
Verified
user
For a very reasonable price, we have ourselves a high end VOiP call center that is easy to set up and provides us with features we normally found from service providers...



What do you think about this review? Great Poor

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