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.

Bad call quality

Pros:

Automation, Dashboard, Auto-Dialer, Call Monitoring

Cons:

Onboarding, Support, Call Quality, Poor Piepdrive Integration

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.

Easy to use call center software

Comments: Great experience overall, especially in COVID times Cloudtalk has helped us to stay efficient and organized.

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.

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.

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!!!

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.

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.

Amazing quality of support and calls!

Comments: Hidden gem. If you want to power up your sales team efforts or your call center management, this tool is for you.

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.

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 business phone system, awesome quality!

Comments: Our whole phone communications runs using CloudTalk. We have sales and support team using it. Love their customer support team.

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.

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.

Freshdesk + CloudTalk works like a charm

Comments: Overall, I’m very happy with the product and the direction where it’s headed. The UI is very modern which makes it a pleasure to work with. The pricing is also right, unlike some of the “old school” competitors.

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.

OVERPRICED, misleading pricing, harassment and bad customer service

Comments: Misleading price guides, everything is US dollars but they don't clearly state that. Even top up credit is in US dollars. I thought I was topping up with $20 AUD, when I checked my account and converted the money manually I realised I was paying closer to $30 each time I topped up. The trial credit lasted longer than any of my top ups. There's no clear itemised call charge list, when I asked for one they never got back to me. I've tried repeatedly to get this information but to no avail. They also harass for business information and personal photo identification to prove business legitimacy. Despite providing several forms of business identification, they have emailed me multiple times a day for more.

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

Easily setup phone system + integrations with CRMs

Comments: I love how simple it is to use and how quickly it is to learn!

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.

CloudTalk features are amazing!

Comments: We're very satisfied with using CloudTalk. I would definitely recommend.

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.

Great scalable solution

Comments: As a financial institution we needed to easily record our phone calls, however Cloutalk offers much more - mostly as a good solution for multi-national call center.

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.

Cloudtalk works since day one!

Comments: All in all it’s a very good solution if you need a VoIP System.

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.

User friendly system that help you scale your sales!

Comments: Many of my colleaguse work remotely and CloudTalk help us to have a general overview about what is happening.

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.

VoIP service - a fair choice

Comments: We onboarded CloudTalk to equip our business development representatives with a reliable business phone. It is expensive when comparing to other option, but delivers good quality for 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.

All in all a good VoIP solution

Comments: CloudTalk helps us save time. With the SalesForce integration, we can easily track our calls with our clients. No information gets lost and we can focus on our main business without having to worry about tracking every call and activity in SalesForce.

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.

Good price / quality ratio. Customer support

Comments: With customer support and administrators, we have always solved our requirements very quickly. I recommend.

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.

Just OK

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.

Great solution for our calls with CRM integration

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.