Talkdesk レビュー 870

The basic functions of Talkdesk works fine for standard contact center use cases. The moment you deviate even slightly from what Talkdesk's team originally envisioned, things become unnecessarily complex.

The low-code approach (Cards, Panels, Canvas, Automation Designer) is one of the most unintuitive systems I've worked with. Variables from Studio don't reliably surface in Workspace Designer, the connection between the two is poorly documented, and debugging is essentially guesswork, there's no variable inspector, no logging, no way to see what data is actually flowing through.
Talkdesk has an impressive feature list, but almost none of it works out of the box in the way that is useful and neither is flexible enough for customization.
for example AI Summaries would be useful for us, but you can only customize prompts per ring group, not per attribute. If your routing doesn't revolve around ring groups, you're out of luck. This pattern repeats across the platform: features exist, but the configuration options assume one specific workflow.

Talkdesk works if your use case fits neatly inside the box. If it doesn't, have fun with hours of trial and error with no tooling to help you :)

1 Star (because 0 isn’t an option)

If I could give Talkdesk zero stars, I would.

We rely on our phone system to run daily operations, and Talkdesk has consistently made that harder instead of easier. Basic functionality is overly complicated, unreliable, and requires far too much back-and-forth to get anything accomplished.

The most frustrating part is the lack of follow-through and urgency from support. We have been trying to add new services to our system for nearly five months, and we still cannot get the simple things we are asking for implemented. These are not complex requests they are basic operational needs for a business phone system.

Instead of solutions, we’ve experienced endless follow-ups, unclear communication, and delays that drag on for months. When a company relies on its phone system to communicate with clients and partners, that level of inefficiency is unacceptable.

At this point, Talkdesk has created more operational headaches than value. I would strongly encourage any business considering Talkdesk to carefully evaluate other options before committing.

An absolute scam of a company, charged me over $800 in less than 2 weeks of service, and refused to give me a refund, charged me multiple times and even after submitting a request 2 days prior they proceeded to keep charging me another $300

Talkdesk is a great tool to use in a call centre, it helps with customer interaction and it is user-friendly and it helps keep all the call recordings which makes it easy to access the calls when you need to listen to them.

Ich hatte ein ernsthaftes Interesse an der TalkDesk-Plattform und wollte mir im Rahmen einer frühen Evaluationsphase einen ersten Eindruck verschaffen – konkret über eine Demo oder zumindest ein kurzes Walkthrough der Benutzeroberfläche. Dabei war ich vollkommen transparent, dass unser aktueller Vertrag mit einem anderen Anbieter noch läuft.

Statt auf meine Anfrage konstruktiv einzugehen, wurde mir vonseiten des Verkaufsberaters in erstaunlich arroganter Manier beschieden, dass er mir nicht weiterhelfen könne, da ein Abschluss zu diesem Zeitpunkt nicht realistisch sei. Offenbar reichte der Umstand, dass kein kurzfristiger Vertragsabschluss zu erwarten war, aus, um jegliches Engagement abzulehnen. Die Gesprächshaltung war dabei weder lösungsorientiert noch respektvoll, sondern überheblich und abschätzig – geradezu so, als sei meine Anfrage es nicht wert, sich näher damit zu befassen.

Für ein Unternehmen, das sich im Bereich Kundenkommunikation positioniert, ist diese Art von Verkaufsverhalten mehr als widersprüchlich. Wer eine Lösung anbietet, die Vertrauen schaffen soll, sollte selbst mit gutem Beispiel vorangehen – durch Transparenz, Dialogbereitschaft und Respekt, selbst in frühen Phasen der Kundenbeziehung.

In meinem Fall wurde kein Versuch unternommen, Vertrauen aufzubauen oder ein langfristiges Interesse ernst zu nehmen. Stattdessen fühlte ich mich regelrecht „aussortiert“, weil ich nicht sofort kaufbereit war. Das ist kein partnerschaftliches Denken, sondern ein kurzfristig orientierter Verkaufsreflex, der – aus meiner Sicht – dem Anspruch an moderne B2B-Kommunikation nicht gerecht wird.

Contratamos a Talkdesk com o objetivo de auditar tickets por meio de inteligência artificial. Durante a venda, foi dito com clareza que precisaríamos trocar apenas nossa ferramenta de ligações, mas que poderíamos continuar usando o Zendesk — que é a ferramenta que utilizamos atualmente para gerenciar tickets de e-mail e chat.

Na prática, tudo foi diferente. A consultoria indicada para a implementação demonstrou despreparo técnico, e após cinco meses de tentativas e retrabalho, a própria Talkdesk informou que a integração com o Zendesk, do jeito que foi prometido, simplesmente não funcionaria. Solicitamos as gravações das reuniões comerciais para comprovar o que foi oferecido, mas nos disseram que foram perdidas.

Prometeram um reembolso parcial e, depois, o setor jurídico voltou atrás dizendo que “nada há a ser feito”. Tentamos marcar uma reunião entre os jurídicos, sem sucesso. Tivemos que insistir diversas vezes para obter respostas — a comunicação com a empresa é extremamente difícil.

Reiteramos nosso pedido de cancelamento dos contratos e devolução dos valores pagos, diante da má-fé na condução e do vício de consentimento na contratação. Esperamos uma solução amigável, mas, caso contrário, tomaremos as medidas legais cabíveis.

Fica o alerta para outras empresas: confirmem por escrito e testem tudo antes de fechar qualquer contrato com a Talkdesk. A experiência foi extremamente frustrante e a Talkdesk se isenta de qualquer responsabilidade.

This “company” is a scam, they have been bullying and harrasing us for weeks trying to get us to pay for their services we have never used. I hope they go bankrupt such a fraudulent organization

Talkdesk has been a major disappointment. We made the switch from Zendesk believing it would offer a more seamless and efficient experience for our team and customers, but it’s been anything but. From constant system glitches and poor call quality to an unintuitive interface and lackluster support, the platform has consistently fallen short of expectations. We’ve spent more time troubleshooting and working around limitations than actually improving our customer experience. In hindsight, the move feels like a step backward rather than an upgrade.

TalkDesk sold us a package promising a full suite of features, only for us to discover that only 60% of what was sold was actually functional. Instead of taking accountability and adjusting their fees accordingly, they attempted to upsell us, offering a discount only if we committed to purchasing an unreasonably high number of additional licenses.

To make matters worse, our calls continue to be flagged as scam calls, severely impacting our business operations and customer trust. Despite repeated attempts to resolve these issues, TalkDesk has failed to deliver a reliable solution.

This experience has left us feeling misled and defrauded. If you're considering TalkDesk, proceed with extreme caution. Their sales tactics and lack of follow-through on critical functionality raise serious concerns. Do not trust TalkDesk.

"If you have a computer with an internet connection, you have a job." The representative said.

He lied.

Can't recommend. Prices are very high and you need to wait for a long time to fix local problem or setup new VOIP trunk (sometimes it can take 2-6 months). Some critical problems they can't fix because of their IT structure. We've been as a customer for 3 years.

Avoid this company like the plague. Thee worst experience of any company I have ever had to deal with. Terrible service, terrible customer service, seriously they must be trained to be so incompetent, they should be ashamed of themselves. Asked for three days to talk to an account manager and today they once again tried to lock us into a two year contract, now they have cut all our telephone lines, costing us thousands.

My business has had a TERRIBLE experience with TalkDesk customer service and billing. Our billing appeared to be incorrect and we tried for about a year (literally) to get assistance from the company in either explaining what we saw as an error or adjusting the billing. We could not get a meeting with their billing department. They simply kept sending us the same reports which supported what we were saying. Finally, we stopped paying until we got resolution. They still didn't meet with us, but sent us to a collection agency, while they RENEWED our contract, which we said we did not want to renew due to the issues. We actually moved on to another company, that we have been very happy with, so we have not been using their service at all. The collection agency threatened to take us to court so we decided it would be cheaper to settle. We settled the debt and payed them roughly $15k. They have since continued billing us erroneously on the "new" contract that we are not using and sending us past due invoices. Their legal department says we did not cancel our contract correctly. This was their email response (still no meeting): "Thanks for your patience while I was working internally on your request.
Regrettably, According to our Legal department, the email sent to Mike Pointer on 12/8/2023 is not a notice of non-renewal. The email does not contain the word "renew", "not renew", "turn off" or "turn off autorenewal" anywhere in that email. If the notice was provided orally, the notice requirements in the contract require written notice. Without some written notice we cannot reverse the autorenewal."
I'm wondering if we are the only company having this experience or if this is just how they do business.

We got set up with Talkdesk over 3 years ago, when we got set up, we never received an executed agreement from them, so we had no idea what our plan was or how the billing worked.
Therefore, earlier this year, I reached out to our account representative on multiple occasions via email, phone calls, and voicemails to no avail. I also left multiple messages to the general mailbox, and still no messages were returned. It wasn't until after our contract renewed that anyone reached back out to us. They then informed me that according to their auto-renewed contract, we must pay for 24 lines instead of 14 lines like we needed for 3 more years, costing us $10’s of thousands of dollars. When I asked why no one reached back out after showing that we made many repeated attempts to contact them, they stated that because our representative wasn’t with the company anmore, there is nothing they can do.
When asking to produce the contract to which they were trying to enforce, they produced a contract we’ve never seen with the only signature being from one of our administrative assistants at the time, no one from their company signed or acknowledged this agreement with us. I pointed out that the contract it clearly states; "The person signing on behalf of Customer represents that it has the full authority to execute and bind Customer to this Order Form. This Order Form shall only be valid and binding if executed by both parties." they did not respond, they just insisted I sign another contract, otherwise they would cancel my phone service.
Since I receive such terrible service, I decided to switch providers. They are now refusing to give up my phone numbers to my new provider and insisting on signing a contract with them or they will cancel my phone service altogether putting us out of business.

If I could give it a 0 star I would. Never thought I'd say I miss Jabber. The company I work for has implemented talkdesk and it has been a nightmare. Doesn't ring and kicks you out of queue over and over despite conversation settings all working (playing test sounds and calling out ok). Sometimes even though you may actually receive an incoming call just fine, when I go to call back the customer not even a minute later, it says it can't access michrophone (then why did I just get a incoming call that I could talk to customer on less than a minute ago). Worst of all, there is ABSOLUTELY NO LIVE SUPPORT AT ALL. Even when you try all the resolutions they suggest on their pages and left with a non working app, there's absolutely nowhere to get support from. If you're an IT manager PLEASE LOOK ELSEWHERE AN DON'T PUT YOUR EMPLOYEES THROUGH THAT H**L.

My experience with Talkdesk has been extremely disappointing. Despite their implementation team working on setting up their solution for over a year, we are still not live. Throughout this period, they have continued to charge us annual contract fees. This demonstrates a lack of concern for customer satisfaction and an apparent priority on maximizing profits at the expense of their clients.

Additionally, their contract terms are heavily skewed in their favor, reflecting the same abusive tendencies exhibited by their employees. I strongly advise potential customers to thoroughly review these terms and consider the negative impact this company may have on their business.

Talkdesk claims that customer satisfaction is their number one priority, but nothing could be further from the truth. In my opinion, Talkdesk is one of the worst companies I have ever dealt with. Avoid them to protect your finances and your business.

Horrific company with horrific contract and legal practices. Way over charges for their services and will not let you leave. Find something, anything else.

Implementation support was outsourced, not knowledgable, not supportive and delayed.

Post-implementation support was also non-existent and product was over-promised and under-delivered. The demo and the agreement on the capabilities of the tool were misleading.

One of the worst experiences I've had with a software company in my entire career.

The sales team was willing to say whatever they needed to get the sale at the beginning. Once we signed on we discovered tons of hidden fees and that we had way less services than what we were told. Their pricing structure is ridiculous if you need to add just a few agents.

Implementation was the slowest, most frustrating experience ever. There was a total lack of support and knowledge on the TalkDesk side, and their implementation team was unnecessarily slow, unresponsive and wasted months of fees while we were setting up what should have been a very basic call flow.

Our systems are now set-up and FULL OF ISSUES. The company is completely unresponsive. When you put in a ticket for help, they don't respond or send an unhelpful response and then ghost you. Even billing issues go unanswered and we are always left to just incur extra costs and fight them later, which is a nightmare.

DO NOT make the mistake of signing a contract with this company. The minute our contract is over we will be switching to anyone else.

I used TalkDesk in another company about five years ago and had nothing but positive things to say about them. When I started my own company, I was excited to work with them again and we were in desperate need of a robust telecom solution.

Throughout the sales process, I was assured that the system would be capable of handling the needs of our business. Unfortunately, this is far from the truth and the mobile solution is basically useless. In the past four months we have successfully accepted probably 10-15 calls from the mobile app while the rest of them never actually rang through to the phone.

The support process has been difficult and drawn out and once I decided enough was enough and asked to cancel the contract, there has been radio silence. This is a shell of a company from what I previously knew and I would strongly caution anyone from doing business with them.