CloudTalk Erfahrungen

Vorteile

Besides having like every feature of the contact center available on the market, we like the easy-to-use interface, their team (especially support) and the pricing is better compared to the competitors.

Nachteile

The mobile app could be improved, but we prefer the desktop app anyways.

In Betracht gezogene Alternativen

Talkdesk, Aircall und Five9

Gründe für den Wechsel zu CloudTalk

Best value for the pricing, solid support

Vorteile

The integration process was enjoyable, as we had a dedicated Sales manager taking care of our implementation. As we are already integrated, my favorite features are the interactive voice replies, missed calls, and the statistics we can use to improve our decisions.

Nachteile

The cloudtalk team is improving along the way. We have experienced some temporary bugs.

In Betracht gezogene Alternativen

Twilio

Warum CloudTalk gewählt wurde

The hardness to communicate with Twillio and to obtain support for our desirable functions.

Zuvor genutzte Software

Twilio

Gründe für den Wechsel zu CloudTalk

Cloudtalk team was more responsive and quickly introduced us to all the features we were looking for.

Vorteile

The idea of the software being able to tie remote-access cell phones together is wonderful, but not fully fleshed out. Their IVR interface seems great on the webpage, but it often glitches, and calls just get dumped to a voicemail void with no message.

Nachteile

CloudTalk is a young system that promises more than it can deliver. They offer apps for all sorts of connection points, and integrated systems for automation... but once you get signed up, you learn that most of it is beta software and it's SUPER glitchy. The marketing team is propping up a half-built software system.

The iPhone and Desktop apps do not work reliably (if-at-all). The Phone app cannot transfer calls or take SMS messages properly. It often just quits in the background on your phone so you don't even know that your phone cannot receive calls. The system also drops entire call processes and never lets you know that someone tried to call. I've tried calling our own office phone and not been able to get through to my own desk through cloudtalk.

Their support chat service says "average response time is 5 minutes" but it usually is 2-4 hours, or a couple days. No explanation why. They REFUSE to get on the phone to solve issues unless you pay 2x as much for an Expert account, which is just a sign that they do not care about anyone but their premium customers. They will NOT go out of their way to help you.

I had a lot of faith in this company when we first saw a demo of CloudTalk, and thought that it would be perfect for us, but they just put too many roadblocks in the way for us to continue using their service. I don't feel like a valued customer, and I don't see any improvement in a year.

Vorteile

The features me and my team like the most are the possibility to send SMS and get replies, from your contacts, the possibility to use tags in order to categorize your calls, and leave notes at any time even when the call is over or maybe you have forgotten to write something and you can go back to the call history. I like it because it gives you the idea of a real phone so you can do more things with one app. Plus, the statistics dashboard is excellent.

Nachteile

The thing I liked the least at the beginning was some technical problems we faced with the integration with our CRM.

In Betracht gezogene Alternativen

Blueface Hosted PBX und Twilio

Warum CloudTalk gewählt wurde

Because we had limited feautres with the old program and we didn't have the maximum control of the inbound or outbound calls.

Gründe für den Wechsel zu CloudTalk

Because the moment I talked with the sales manager I understood immediately that they are flexible on adapting to the needs of the customer, present everything they can provide and helo with whatever the customer needs and that is something great because there are tools (similar and not) that you need a lot of time before you have an answer from the support team.

Vorteile

Quick to start. You have a telephony system set up in less than an hour. Add new users on the fly.

Nachteile

Integrations with home grown CRM's can get better.

In Betracht gezogene Alternativen

Twilio

Zuvor genutzte Software

Twilio

Gründe für den Wechsel zu CloudTalk

Free trial, ease of integration with softwares

Vorteile

The customer support team. They are extremely responsive and very friendly.

Nachteile

No ability to put the extension in before making the call, it is also not possible for a supervisor to listen live without the user knowing.

Vorteile

Pretty cheap, easy setup and a good free tier. The other products are really lacking that.

Nachteile

They need an app for phone too that is good.

In Betracht gezogene Alternativen

Aircall und Freshdesk Contact Center

Gründe für den Wechsel zu CloudTalk

They were more expensive and harder to set up and especially freshcaller were so annoying in their onboarding and lied a lot.

Vorteile

CloudTalk stands out as an efficient and reliable communication solution. Its seamless integration with various platforms, like CRM systems and helpdesk software, has greatly enhanced our team's productivity. Access to customer information within the platform has streamlined workflows, and the call quality is exceptional, ensuring clear conversations.

Nachteile

The pricing may be costly for small businesses. The user interface could be more intuitive and visually appealing. However, these minor drawbacks are outweighed by the platform's overall performance and reliability.

Vorteile

Cloudtalk offers simple yet powerful solution for both small and large enterprises.

Nachteile

Customer support could use some more work in terms of how useful or polite they are.

Vorteile

I like how easy it is to just add numbers from the CRM to this product and make easy calls. It logs the calls and SMSs easily when integrated.

Nachteile

It usually just stops the call log / SMS log integrations. We often need to turn the integration settings off and on again to make it log calls again.

Vorteile

The call recording & integration into our CRM was a really nice feature for us

Nachteile

We always missed calls - the apps were awful - which was a killer for us. Finally when we left the awful refund policy - zero refund. I got billed for 1 year the day I left - within hours! Refused to refund the payment - morally and ethically incredibly wrong - awful for all of these reasons. Really disappointed.

Vorteile

Ease of use, quick and simple integration and great call quality.

Nachteile

Conference calls sometimes do not seem to work properly - the additional party cannot be added to the call. There have been some issues with the mobile app, however there has been a recent update to the app so these issues will hopefully be a thing of the past.

Vorteile

Our goal was to integrate simple and easy to use phone system for our customer support. We needed couple of international numbers from around the world, integration with Help Scout and Intercom, possibility to manage our team and tag the calls to have our customer support easier and quicker for us.

Nachteile

We started to use CloudTalk more than 2 years ago, back then it was quite basic product with lots of features missing. But they managed to grow and add a lot of stuff and fix most of the issues.

Vorteile

Call monitor helps the most for us training our calls and being able to listen to each other.

Nachteile

Sound quality has been sometimes bad, but more likely its due to the clients connection.

In Betracht gezogene Alternativen

Aircall

Gründe für den Wechsel zu CloudTalk

Had better features for a better price.

Vorteile

The system works properly in most cases, but there are a lot of connection issues

Nachteile

I have been without a customer support number in my company for 4 days, and I have had close to zero assitance to solve my issue. They are not commited to problem solving, and give standard responses that in the end, does not get the issue resolved. I do not recommend this product

Vorteile

I’m really disappointed that I went through all of the set up and number porting, only to find out that CloudTalk isn’t compatible with the most recent version of freshdesk. Now I’m back to having two programs that aren’t integrated, but CloudTalk advertises compatibility. The features are decent so I’m disappointed that we will have to find an alternate solution.

Nachteile

Not compatible with Freshdesk, but advertised as such.

In Betracht gezogene Alternativen

Talkdesk und Freshdesk Contact Center

Gründe für den Wechsel zu CloudTalk

More features

Vorteile

In my opinion, CloudTalk meets the needs of companies that want to engage with customers via VoIP. Next to the clean interface, it is remarkable how fast customer support is. Within 24h you get a professional response to your request. This is crucial in today's business world. Also, the onboarding process did not take too long, because many functions are intuitive. All in all a good solution.

Nachteile

Areas of improvement could be found in the SalesForce Integration. While I generally believe it is impressive to log calls automatically in SalesForce when using CloudTalk, I think the integration settings and installation could be more user-friendly. It took me quite a long time to find out how to utilize the integration to save us time. Now it works, and we are happy we are working with CloudTalk.

Vorteile

This IVR builder boasts impressive visuals, reliable call recording and monitoring features, and a top-notch support team that sets it apart.

Nachteile

So far, there is nothing I could mention. All the minor issues were efficiently solved with the customer support.

Vorteile

Great to getter information and statistics regarding calls

Nachteile

Support team needs to improve the speed they deal with requests

Vorteile

It integrates with HelpScout, is relatively affordable, and meets most of what we need.

Nachteile

Purchasing and onboarding are the worst.
Once we purchased a plan, there was no way to upgrade without contacting support! Let me repeat that...we couldn't give them more money without contacting them - no easy "upgrade" button that is so common with all other subscription-based business models I've ever dealt with.

Also, due to the company's location and business hours, those in the US will need to wait till morning hours to contact support.

There are other things I'd love to change about it. There is a loud BEEP they insert at the end of the custom greeting that we cannot remove. It's jarring. Also, odd things happen like we uploaded all new sound files and they didn't "take". Turns out they had a database issue, so we had to reupload them. It took 24 hours to resolve this due to the time difference. There's more, but I'll stop there.

Vorteile

- Easy to use
- Easy to integrate with your CRM system
- Very cost efficient
- Simple but effective dashboard with just want you need and not overkill of features that most people wouldnt need

Nachteile

Sometimes you have to be patiant for the softphone to appear before you can dial out from your CRM system but it's nothing you cant live with.

Vorteile

CloudTalk is a great tool to take your phone support to the next level. Our team is using CloudTalk integration with Salesforce Service Cloud and it's a time saver.

Nachteile

It's not available for all countries, but I would say it's the same as other solutions.

Vorteile

Easy to plug in Hubsport. Decent support time frame

Nachteile

When a user locks his PC system does not show him as unavailable. He needs to log out from Cloud Talk first and then lock his PC

In Betracht gezogene Alternativen

Vonage Business Communications

Gründe für den Wechsel zu CloudTalk

Easy to implement, support

Vorteile

Features like call recording, history, reporting make CloudTalk a good call management application

Nachteile

Customer service is not fully available sometimes.

In Betracht gezogene Alternativen

Twilio

Zuvor genutzte Software

Twilio

Vorteile

Hubspot integration, multi-platform integration, support, easy setup, detailed analytics.

Nachteile

None, everything works just fine and we didn't have to solve any bigger problems

In Betracht gezogene Alternativen

Aircall

Gründe für den Wechsel zu CloudTalk

Recommendations and previous experiences.