CloudTalk Reviews

Great IVR & solid value

Comments: Very positive! Sending the high-five to their team.

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.

Great product and fantastic support!

Comments: I can say 10/10.
They have all that we need, and, in addition, they offered me great opportunities. a recent one was an article in their customer experience section.

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.

Looks good from a distance, but they're a mess internally

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.

Cloudtalk is the many tools in one

Comments: It's a really great app especially because you can do more things than just call a contact. Top point the dashboard they provide is perfect and it gives you the control you need in order to analyze better your calls and get better results.

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.

Great for remote working!

Pros:

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.

Cons:

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.

App is Good But Still Needs Improvement

Comments: Benefits:
-I can go anywhere with the handy mobile app on my iphone and still take business calls while mobile
-I can listen to the recordings anytime and go back to them when necessary
-I can easily connect with guests and colleagues and this drives more value into the business.

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!!!

Well functioning and good integration with HubSpot

Comments: We are able to better document our communication with customers in HubSpot. We are able to get more data on our communication

Pros:

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

Cons:

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.

Simple cloud phone system with a reasonable pricing

Comments: Using CloudTalk as a could-based phone system for our sales and customer support.

Pros:

1. Providing local phone numbers in our country (not many competitors do that) for a reasonable initial payment and monthly fee. 2. Overall reasonable pricing. 3. All features we require were available in the basic plan.

Cons:

1. Mobile app functionality is a bit outdated 2. Interface could be more intuitive 3. Outbound calls are expensive in our region (though this is typical for all products on the market)

Great software

Comments: Good experience, easy to use and setup.

Pros:

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

Cons:

They need an app for phone too that is good.

Excellent Cloud Base Phone System

Comments: Cloudtalk gave us full flexibility over our incoming phone setup. We can easily switch between mobiles, computers, etc wherever we are and it connects with our CRM, so all calls our tracked and connected into our other workflows.

Pros:

I was very impressed with the customer support we received from Cloudtalk. From our first contact to the porting of our number (the reason why we had to leave our previous provider) went fast and smooth. It has all the functionalities you'd want from a cloud based phone system.

Cons:

If you're new to a cloud based phone system, the setup can be a bit confusing and the guiding documentation is quite complex.

Couldn't hear callers - waste of our time, and money!

Comments: We signed up to a month to month account to try out Cloudtalk. Set things up, all good, easy to do. Had a few callers try and call us - there were long pauses before the call or the call dropped or it took multiple calls bfrom a single person before the call dropped. This is not a service that we could rely on so we cancelled the contract. Our credit card statement came in and we saw that we had been billed for a 12 month term after oly signing up to a month to month. We reached out to customer support who told us "strictly no refunds on unused time." We tried for a month, were charged and paid for 13 months then told "tough shit" read the terms of service, no refund for you. I cannot stand tech companies that do this. be warned before you try out Cloudtalk. The call quality was poor and they overcharged us and will not refund after cancellation so buyer beware before you use Cloudtalk.

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.

Great product, highly recommended.

Comments: With our CRM being the "hub" of everything, having a product that allowed for very quick, simple and "IT free" integration has been fantastic. Couldtalk itself is great - intuitive user interface, easy to use, great call quality - try it yourself, you will not regret it!

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.

Great telephony system, great CRM integrations

Comments: Their support is amazing and their support staff as well.

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.

Not recommended

Comments: We wanted to scale the service for support & delivery team, but after trial experience chose a more expensive, but more reliable solution

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

Great costantly evolving tool.

Comments: This tool helps us seamlessly maintain contact with our customers around the globe. Essential for our line of work.

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.

Intuitive tool with a huge impact on our calls

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.

Integrated with our help desk app - works perfectly

Comments: We are using LiveAgent daily and we were looking for phone system in cloud that offers integration with it. CloudTalk has done it great. So we now provide excellent customer support without hassle.

Pros:

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

Cons:

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

Decent features. Not compatible with freshdesk

Comments: Deployed last week. Went through the setup and porting process. Customer service was great but it’s not going to work for us, because the integration with FreshDesk doesn’t work.

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.

Junk!!!! Better off sticking with Google voice

Comments: The worst experience ever. First of the app for phone doesn't do sms and the desktop version is horrible It takes over 48 hours or more to get a response from anyone. They force you to pay for membership to get sms feature and it doesn't even work properly. .. they won't refund you if you ask. Stay away from this company. For a communication company they need to improve drastically.

Pros:

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.

Cons:

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.

A brilliant way to handle your client support

Comments: It helps reduce the response time significantly, because of great customization you don't have to play a guessing game and decide who is a better person to address the call. And even if it so happens that you do, it easy to transfer between the agents.

Pros:

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.

Cons:

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.

Avoid! Poor operation and customer support.

Comments: Very poor. We regret that we signed up.

Pros:

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

Cons:

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!

Excellent tool, convenient features

Pros:

CloudTalk is easy to use inbound call center tool with many great features.

Cons:

I never had an issue, it is worth the money.

We made the right choice with CloudTalk

Comments: Our general impression of CloudTalk is quite positive and are so far very happy with the switch. I would recommend CloudTalk to any business looking to solve all things business phone related.

Pros:

We were looking for an alternative for quite some time and there were multiple options that popped out after a quick Google search. We decided to go with CloudTalk and can now confirm that it was the right decision. Call quality is superior and we are not locked in with an annual contract so our partnership feels much more flexible.

Cons:

We would like to see more integrations coming in in the foreseeable future

stay away from them

Comments: I had a sad experience with them. I did set up a trial perioad for 14 days. After 2-3 days I payed for esential plan ($30 /month). After another 2-3 days I discover a that on expert plan ($20 extra/month) it has one task that I might be need it. I asked them if they can let me try it for few days, considering that I still have free trial perioad. And they told me NO! Once you sign in we cant let you try anything for free. They reather lose a customer for $10 ..... very sad!

The High Quality Of Calls & Great Customer Support

Comments: The biggest value is in integration to our existing infrastructure and tools, so we see everything about customer before we answer the incoming call.

Pros:

Cloudtalk is super easy to use and does the job that far more complex systems do, but much better. Very Intuitive. The support team is really friendly and very responsive.

Cons:

Web phone doesn't work in IE, you have to use Chrome, or install desktop app.