CloudTalk

Avantages

The most incredible feature about CloudTalk is the function to autorecord convesations and to integrate them into our current CRM (we are using HubSpot). This is very convenient when reaching out to potential clients once again after several days or even weeks have passed because I can always go back into the frame and the vibe of the previous call and seamlessly go on to the next.

Inconvénients

There is nothing in particular that comes to mind. Maybe the call prices per minute are a little higher than for other cloud telephone systems.

Alternatives envisagées 

Aircall

Pourquoi passer à CloudTalk

Because monthly payment was a given with CloudTalk and Aircall starts with 2 or 3 users minimum but we only need one call agent at the moment.

Avantages

It's super accessible and easy to understand. It has a no bs approach where things are simply explained and work the way they should without being unnecessarily complicated.

Inconvénients

The only thing I didnt like is that the campaign management options are locked behind a paywall but that is fair enough

Avantages

CloudTalk helps skyrocket your sales team productivity. With features like call recording or statistics, you can analyze your performance and identify any bottlenecks in your sales process, which is crucial if you want to achieve success.

Inconvénients

There is no single thing I would dislike about CloudTalk.

Avantages

I didn't understand anything but they did everything for me. I have not much technical IT experience but they set it up perfectly

Inconvénients

Mm maybe just 021/022/027/028 numbers for New Zealand would be good to have access to even if it is more costly because I don't want to register the number under my family's name. I would rather it be through a proffessional business who can secure the number for me

Avantages

The integration capabilities with available CRM tools (pipedrive, zoho, etc.) like click-to-dial and automatic recordings and notes. The ease of use and mobile applications are also great benefits for this tool. Call quality is quite impressive as well.

Inconvénients

The solution is overpriced. By recommended a user-based subscription, small-to-medium teams will have a hard time finding the budget to accomodate this service for constant international calls. CloudTalk's support has also proven to be less responsive than what would be desired.

Avantages

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.

Inconvénients

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.

Avantages

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

Inconvénients

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.

Avantages

Its would be cost-effective it it worked properly

Inconvénients

Call connection lag time was unacceptable. Dropped calls created an extra administrative burden for us to call back for our customers to try and call us back.

We spent more time playing phone tag and asking "why cant we hear the caller" than we did resolving the customer call.

Not good enough.

We signed up for a monthly plan only to find on our first bill we had paid for both call credits of $30 USD and 12 months of plan costs. Not what we were expecting given we had signed up for a monthly plan.

When we reached out to customer support we were quickly referred to the TOS and told "no refunds for unused terms".

This is ridiculous in today's day and age.

Technology companies are using their reach into a worldwide customer base to enable their growth then applying less than stellar customer support.

Go to a shop (in person) and hand them some money for a good or service.

If they don't deliver what you have paid for then proceed to tell you "bad luck, you handed your money over" and "no refunds" you would punch that person in the face and never use them again. Or you would take punitive remedial action against them.

If you don't treat people the same as you would in person then you should not be in business.

I don't care who you are or what you think you are, treat people like people (and how you expect to be treated yourself) and you will be respected. Treat people like idiots, numbers, and hide behind bullshit then expect the mirror to shine back on you.

Avantages

The platform is built on VoIP, so we don't have to depend on a landline. The transmission works great and without any outages or other glitches. For example, Navias can process and comment back on feedback or research interviews, which is easily synchronized with our CRM, so everyone has all the information at their disposal.

Inconvénients

I don't know of anything I would fault here.

Avantages

It looked like good value but it did not meet our SLA standards in terms of call quality or eas of use.

Inconvénients

Being billed for an annual commitment when only signing up for a monthly commitment.
Being referred to terms of service after cancellation and requesting on overcharged amount be refunded.

Alternatives envisagées 

HubSpot CRM

Pourquoi choisir CloudTalk 

Out of contract

Avantages

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.

Inconvénients

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

Alternatives envisagées 

Blueface Hosted PBX et Twilio

Pourquoi choisir CloudTalk 

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

Pourquoi passer à 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.

Avantages

This tool has a lot of features and it is very easy to use without having to have any specific knowledge. The setup was relatively quick and very user friendly. Call quality is great, we have tested with international calls to several countries including China, where most providers usually fail to provide a good service. CloudTalk has prebuilt integrations with most CRM systems including Zendesk and the price is very affordable compering to some other competitors.

Inconvénients

So far it's bee working great. The only negative I can mention is that we have been unable to install the CloudTalk client app from the Zendesk Marketplace. However, their phone and desktop clients are working great.

Alternatives envisagées 

Talkdesk, Aircall, JustCall et Zendesk Suite

Avantages

the demo, after that everything was overcharged, fees were misleading and harassment for more identification got out of control

Inconvénients

no itemized call list to show charges per call. Credit runs out much more quickly when you pay for a plan that it does in the trial version. It would almost be cheaper to use a landline or good mobile phone call plan

Avantages

Upsides of Using CloudTalk:
-It has International calling capability
-It has a mobile app available for iPhone users
-It identifies who's logged in or not for internal users
-There is Caller ID
-I like the fact that most calls are recorded automatically is readily available for listening
-Easy to use; straightforward interface, userfriendly
-Dashboard is very useful and has all the information I need

Inconvénients

Least Helpful / Dislikes
-The status showing if people are online/offline is not always accurate
-The application malfunctions regularly (maybe bugs)
-Calls are not being routed correctly sometimes
-Callers wait for a long time waiting when they are transferred
-Caller ID names not accurate
-No mobile phone app available for Android users - please create soon!!!

Avantages

It is easy to set and use. The support is very good.

Inconvénients

At the moment I am satisfied with everything

Avantages

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.

Inconvénients

Not compatible with Freshdesk, but advertised as such.

Alternatives envisagées 

Talkdesk, Freshcaller, RingCX et JustCall

Pourquoi passer à CloudTalk

More features

Avantages

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

Inconvénients

Customer service is not fully available sometimes.

Alternatives envisagées 

Twilio

Logiciel antérieur 

Twilio

Avantages

the UX was clean and looked promising. On the website it states they do sms messaging but they force you to pay before using it.

Inconvénients

No group texting. The app had lots of bugs that no one could solve. The communication WAS the worst I have even experience. You might not hear from them for 2 or 3 days and I know that they read my emails because of tracking.

Avantages

I love how easy it is to download and integrate. Love that it rings all the operators at once and we all have access to all of the data. Love that is synchronizes with our customers so we can ass that little extra touch of personality.

Inconvénients

The phone application needs more work. Doesn't seem to "ring" unless the app is open. Would love to have more mobility since working remote.

Avantages

The versatility of Cloudtalk is amazing, and also the customization possibilities. Such simple but great features as assigning tags and colours to each call as well as skill-based call routing help organize your workflow better and make overall support handling much easier.

Inconvénients

Cloudtalk provides integrations, but I would really love to see them grow and abandon the need for it. In terms of call handling, they give everything you might need, but you still have to integrate with Freshdesk, for example.

Avantages

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

Inconvénients

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

Alternatives envisagées 

Aircall et JustCall

Pourquoi passer à CloudTalk

Recommendations and previous experiences.

Avantages

Their sales people is good and the app UI looks good but...

Inconvénients

The app is full of glitches and the call quality is very poor. We have waited more than two months for them to port our number and they failed! We have left speaking with different support agents to resolve the issue with no luck. They are good at sending emails offering gift cards for reviews but not good at operation or customer care. Avoid at all costs!

Avantages

Cloud talk is very easy to integrate and use. Currently using it with Pipedrive and the integration looks seamless. All the calls and recordings logs automatically and are easily acceptable. Great analytics on Cloudtalk dashboard.

Inconvénients

I can see improvement in calling through Pipedrive. Would be great to integrate with Pipedrive calling functionality.

Avantages

Integration with HubSpot allows for all of the information to be documented in HubSpot. This allows for recording calls on tickets and getting call analytics for the reports dashboard in Hubspot

Inconvénients

The customer service was sometimes slow to respond or did not have answers for my questions. We have encountered some bugs with the service but they have not been critical and were fixed very quickly after giving information.

Alternatives envisagées 

Twilio Flex

Pourquoi choisir CloudTalk 

Freshcaller did not have a good integration for hubspot

Logiciel antérieur 

Twilio

Pourquoi passer à CloudTalk

Ease of use and ease of deployment.

Avantages

I like the call quality. From what I understand, Cloudtalk has a lot of their own infrastructure which enables them to make sure the call quality is top notch. Many of the competing services are built-up on a third party API, they just create the UI. With Cloudtalk, they are a telco operator. So this was one of the deciding factors. The pricing is comparable to other services, nothing to complain. Their support was always very helpful and not shy to call me up to resolve my query in the fastest manner possible.

Inconvénients

Some of the UI has little quirks that you can quickly get used to. It seems to me that the product added a lot of features over time and it may need a little spring cleaning. But maybe it is just the usual process of "learning to use a new app". So nothing to see here.