What do you like best?
It gives seamless switching between your phone numbers. The backend is very customizable, so you can set up Welcome Messages, Call Forwarding, and IVR. It also allows you to record and review calls on the spot, which is a huge plus.
What do you dislike?
Two near-dealbreakers for me:
- It does not support MMS (Pictures on the texting platform). The app doesn't even warn you that a multimedia message is trying to come in, leading to embarrassing misunderstandings. For me, MMS support is a crucial part of Customer Service via text.
- The emoji support is broken. The emojis may appear as question marks (??). When you try to send a text that includes an emoji, it will make you think that the message failed when it did go through, leading to embarrassing repeated messages.
And one thing that bugs me particularly, but we can work around it:
- The Gorgias integration is shoddy at best. When talking to a Customer, I would like to have a single continuous thread. Cloudtalk seems to create one ticket per call, text, or voicemail, which is not ideal as we get saturated with emails. Also, from the Gorgias side, it does not show Customer call/text history.
Recommendations to others considering the product:
A pretty decent, solid Telephone platform if you don't mind not being able to use MMS and emojis. Choose very wisely, as the refund policy is very unforgiving.
What problems are you solving with the product? What benefits have you realized?
We are using Cloudtalk as our central phone platform. The edge it has over the previous phone platform we used is the Gorgias integration, which helps us save customers by their name and find them faster (See the dislikes for a comment on that). It also gives you a notification when another agent picked up a call, which is nice.
