Über Talkdesk
Talkdesk ist eine cloudbasierte Callcenter-Lösung, mit der Unternehmen die Kundenzufriedenheit verbessern und gleichzeitig die Kosten für die Kundenbetreuung senken können. Die Lösung nutzt IVR (Interactive Voice Response), ACD (Automatic Call Distribution) und kompetenzbasiertes Routing. Anrufer werden an den Agenten weitergeleitet, der am qualifiziertesten ist, um die Anforderungen zu erfüllen.
Talkdesk zeigt den Namen, das Bild, die Kontaktinformationen, Kaufhistorie und Kontaktverlauf des Anrufers im Browser des Agenten in Echtzeit an, damit er seine Gespräche personalisieren kann. Das System automatisiert Aufgaben, sodass bei jedem neuen Kontakt ein neues Profil erstellt wird. Wenn ein Anruf verpasst wird, sendet Talkdesk eine E-Mail mit Anrufdaten, einer Voicemail-Aufzeichnung und einer Transkription. Manager und Agenten können mit Anrufüberwachung, Anrufaufzeichnung und Echtzeit- und Verlaufsberichterstattung auch datengesteuerte Entscheidungen treffen.
Das System lässt sich in verschiedene Programme integrieren, darunter InfusionSoft, Salesforce, Desk.com, Zendesk und Shopify. Der Preis gilt pro Vertriebsmitarbeitendem und Monat. Support wird per Wissensdatenbank, E-Mail und Telefon angeboten.
Talkdesk Preis
Talkdesk bietet keine Gratisversion.
Alternativen für Talkdesk
Talkdesk Erfahrungen
Funktionsbewertung
- Branche: Unternehmensberatung
- Unternehmensgröße: 201–500 Mitarbeiter
- Monatlich für 1-5 Monate genutzt
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Quelle der Bewertung
Unzuverlässig
Vorteile
Das Design ist sehr ansprechend und nicht zu überfüllt gestaltet
Nachteile
Die Zuordnung zwischen Telefon-Nummer und Kunde funktioniert nicht zuverlässig.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
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
Vorteile
ease of use voip system allowing you to use not only via desktop/laptop machines, but also configure it via mobile app
Nachteile
sometimes, the servers just goes down where you would only know that there's a downtime by experiencing issues or by visiting the status page
- Branche: Versicherung
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
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.
Vorteile
The 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.
Nachteile
Call quality. If talkdesk could fix the random bouts of call quality issues, then this would be a near perfect solution.
In Betracht gezogene Alternativen
AircallWarum Talkdesk gewählt wurde
UI, UX, call quality, ease of use, reports, scalability, call routing, costGründe für den Wechsel zu 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.- Branche: Internet
- Unternehmensgröße: 11–50 Mitarbeiter
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Quelle der Bewertung
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.
Vorteile
Nice app, nice design, easy to use, good quality of sound.
Nachteile
Support 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.
Antwort von Talkdesk
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.
- Branche: Internet
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
Easy to use
Vorteile
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.
Nachteile
I 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.
