CloudTalk

Pros

One of the most difficult issues with adapting to new software is not just getting the administrators to like and accept the software but to also get the final users of the solutions (support team) to use it with minimal setup and a short learning cycle. It was so easy for staff to make use of it right out of the box that we were running literally within minutes. Also as a Systems Administrator, nothing is better than having a clean interface to work with, you get a quick summary right on your dashboard and any function or feature you need is within easy reach.

Plus with the support staff helping to iron out any and all issues that pop up, which was very few (was mostly our fault - a bad internet), we were more than happy having it as our default solution moving forward.

Cons

For now, I don't think there is anything negative I have to say about Cloudtalk. Would love to pick a number from a selection but that's not a con.

Pros

In our company we try to always automate everything. And with Cloudtalk, using their integration with Hubspot / Make.com / API, we can easily do multi touch using their services: Send automatic SMS's, voicemails and even call dials.

Cons

The option to send MMS inside Europe. It's not possible yet.

Alternatives Considered

Reasons for Switching to CloudTalk

Pros

easy to use every day. never had any issues, great for listening back to calls

Cons

can be slow sometimes, but can easily reload and works fine

Pros

The waiting time for the phone lines is short. That is the main positive thing

Cons

Reception is unstable.assigning a caller ID takes over one month.they will do unexpected maintenance during the middle of the night, without asking/advising their night-users about itCustomer service is awful.

Alternatives Considered

Reasons for Choosing CloudTalk

Pros

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.

Cons

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 Considered

Reasons for Switching to CloudTalk

Pros

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.

Cons

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

Pros

Great call quality both sound and video, great support. Perfect integration with HubSpot so we are able to keep track of all the calls and engagement.

Cons

We are happy with CloudTalk's call center software how it is, but they keep on improving and adding new features so I am sure it will get even better over time.

Pros

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.

Cons

There is no single thing I would dislike about CloudTalk.

Alternatives Considered

Reasons for Choosing CloudTalk

Reasons for Switching to CloudTalk

Pros

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

Cons

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

Pros

I like that it is a great business phone system
It comes with amazing VoIP features and also makes call tracking easy

Cons

With CloudTalk, it has been smooth managing business calls.

Pros

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.

Cons

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.

Pros

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

Cons

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.

Pros

Cloudtalk is a very easy-to-use VoIP calling tool that is saving us time when it comes to the time it takes us to make calls. Plus, when one colleague is busy answering calls, it automatically transfers calls between my other colleagues, that are available. It is a great tool to connect with customers around the world, in our case usually free of charge. It is a great tool, especially when you scale up.

Cons

Nothing as it has literally everything we were looking for in a vendor.

Pros

have great call recording feature which makes it easy to find a previous call

Cons

glitches at times , does not show you who you miss a call from just tells you that you have missed a call.

Pros

The software has great potential to do everything you need. We love the integrations and the IVR. The call quality is also great with no drop outs.

Cons

After signing up, it wasn't originally clear that the features we were using were not on our plan. Even though we had purchased a plan all the features only unlocked because of the trial. So we used the IVR, then months down the road after we tried to make changes, we couldn't. The system won't allow you to upgrade your plan on our own. So we had to wait 48 hours for a sales person could connect with us. The support time on the system is very slow. If you're a company who needs answer quick, be prepared to wait. Also if your a Canadian company the price is going to be about 30% higher because of the exchange. I also didn't understand you needed to buy a seat, then you need to pay for minutes on top of this for out going calls.

Pros

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.

Cons

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.

Pros

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.

Cons

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

Pros

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

Cons

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

Pros

It works and every time we had a question the support helped us very fast.

Cons

The cost for mobile number calls is a little bit to high of you use it a lot.

Pros

We work with Pipedrive, and it integrates with this CRM system very good.Its really user friendly system that has many great functionalities (like recording your calls in both systems)

Cons

There was an issue with tagging, but I have been informed they are working on it.

Pros

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.

Cons

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.

Pros

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.

Cons

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.

Pros

We have been working with CloudTalk for 3 years and have always been satisfied with their services. Good calls, good support.

Cons

They could lower the cost of fixed line calls within the Czech Republic.

Pros

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

Cons

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.

Pros

Hubspot integration is super helpful, easy to setup, and fast. CloudTalk offers so many features that we didn't even know if we could implement. We love the reporting section as well. We were offered to pick up the numbers we wanted to use which helped us customise it. Among the other solutions, CloudTalk is also fairly priced. The support team is also responsive.

Cons

Nothing really. At the peak of the pandemic, there was isues with call quality but it was fixed immediately, we like the tool a lot.

Pros

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.

Cons

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

Alternatives Considered

Reasons for Switching to CloudTalk

Pros

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.

Cons

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.

Pros

Its would be cost-effective it it worked properly

Cons

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.

Pros

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.

Cons

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

Pros

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

Cons

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 Considered

Reasons for Choosing CloudTalk

Switched From

Pros

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

Cons

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

Pros

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

Cons

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.

Pros

CloudTalk is very easy to setup with smooth integrations, which really helps with productivity. We use Pipedrive integration for sales and Help Scout integration for support team. After couple of weeks we have really benefited from using it - saved us a lot of time, which we invest into better customer support and helps us focus on growing our business.

Cons

None, so far it's been very smooth ride without any hassles.

Pros

One of the most important features for us was to keep track of detailed information about our clients. We have numerous people answering phones for the same clients and we need to be able to access information about what these clients talked about with other team members. We can do that here.

It was easy to set up and sync our contacts and we've had support from customer service any time we had a hiccup.

Cons

No significant challenges at the moment. It took us a while to figure out which pricing plan made the most sense, but that wasn't an issue with CloudTalk.

Pros

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.

Cons

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

Alternatives Considered

Reasons for Choosing CloudTalk

Switched From

Reasons for Switching to CloudTalk

Pros

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.

Cons

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

Alternatives Considered

Reasons for Choosing CloudTalk

Reasons for Switching to CloudTalk

Pros

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.

Cons

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 Considered

Pros

It's very easy to use. Also updating is very easy and fast.

Cons

Sometimes it would give us an error or say things like call not connected.

Alternatives Considered

Reasons for Switching to CloudTalk

Pros

It reduced administration and infrastructure costs by eliminating the need to use multiple third-party communication services.
It helped to improve communication capabilities in and out of the company, and provided access to effective channels for all devices and locations.

Cons

We have not noticed yet in our company.

Pros

I’ve been using freshdesk for ticketing and CloudTalk for it’s cloud phone system capabilities. The integration of CloudTalk and Freshdesk works perfectly and I can easily initiate calls, write notes, share contact details within the apps.. The online dashboard for reporting provides useful data about my call center representatives so I can easilly track SLAs, pickup times, queue times and all the necessary metrics.

Cons

It’s not a con but a suggestion for future - I would love to see an even broader integration with Freshdesk with some new cool features.

Pros

Cloudtalk is easy to set up and has generally favourable pricing and quick support

Cons

Mobile app is imposible to use. Some customers complained about the call quality

Pros

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

Cons

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

Pros

Very intuitive and easy to use. Swift, professional and helpful customer support.

Cons

Nothing major to think of. Usual small bugs here and there. Absolutely acceptable for every SaaS tool. Always promptly resolved.

Pros

The setup was quick and easy. Basically in just few minutes, you have a reliable and professional customer support. We love how neatly the integrations with CRMs are implemented in terms of setup and the real value you get. You can also setup various custom workflows in every integration which helps a lot in terms of how is every business different. Love their customers support as well.

Cons

I would like to pick my phone number which I like, this is unfortunately not possible. CloudTalk assigned to me a random number from country I requested. But they told me this is industry specific problem and very few providers offer this option.

Pros

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

Cons

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

Pros

ease of use. excellent call recording. super easy to set up

Cons

sometimes there can be a delay in customer service response

Pros

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

Cons

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!!!

Pros

Easy to manage, it's in cloud, good support, relevant pricing.

Cons

Missing mobile app. I hope they will develop one soon.

Pros

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

Cons

At the moment I am satisfied with everything

Pros

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.

Cons

Not compatible with Freshdesk, but advertised as such.

Alternatives Considered

Reasons for Switching to CloudTalk