CloudTalk Reviews, Features & Pricing
About CloudTalk
CloudTalk revolutionizes business communication with a phone system for startups, SMEs, and e-commerce. Offering over 70 advanced calling features, our VoIP suite integrates with CRM, Helpdesk, and eCommerce platforms, ensuring personalized and efficient customer interactions.
CloudTalk Features
- Custom Extensions: Create or import custom extensions for your agents, simplifying searching and transferring customers to ensure efficient resolutions.
- Voicemail: Maintain personalized customer interactions outside business hours or during peak times when agents are occupied, with customizable voicemail options.
- 3-Way Calling: Enhance problem-solving with the ability to listen to calls or bring experienced colleagues to assist with complex customer issues, ensuring seamless service without customer notice.
- Call Transfers: Facilitate call transfers to internal and external contacts with a single click, including the option to brief your colleague about the case beforehand for a coherent customer journey.
- Campaigns: Empower your agents by creating tailored campaigns equipped with notes, call scripts, and questionnaires, helping to structure calls and improve interaction quality.
- Smart Dialer: Boost calling efficiency with custom single-click call queues sourced from any website or CRM, reducing call times by up to 50% and enhancing productivity.
- Power Dialer: Triple your outreach with the Power Dialer feature, eliminating repetitive tasks and enabling agents to focus on automated call campaigns, significantly increasing contact rates.
- Voicemail Drop: Optimize your sales team's efforts by enabling them to leave pre-recorded voicemail messages for prospects, saving time and ensuring consistent messaging.
- Call Queuing: Automate call distribution to the most relevant agents based on customer status, agent technical skills, or specific business needs, reducing wait times and improving satisfaction.
- Call Flow Designer: Tailor your inbound calling journey with Call Flow Designer to meet the requirements of your business and exceed customer expectations.
- Interactive Voice Response (IVR): Simplify navigation for your callers with a multi-level IVR system, guiding them efficiently to the appropriate service or agent enhancing their overall experience.
- Skill-Based Routing: Assign custom skills to your agents or teams and route calls based on their expertise, ensuring customers are connected to the most qualified person to address their needs.
CloudTalk Benefits:
- Team Performance Monitoring: With the ability to listen to ongoing calls or record them for future analysis, CloudTalk helps you ensure quality control and offers opportunities for training and improvement, directly impacting the quality of customer service.
- System Integration: By integrating your phone system with leading CRM, e-commerce, and helpdesk systems such as Pipedrive, Helpscout, or Shopify, CloudTalk simplifies communication workflows, ensuring that customer information is easily accessible, leading to more personalized and efficient customer interactions.
- Comprehensive Call Centre Dashboard: Keep a pulse on your team's performance with our detailed call centre dashboard, which provides a real-time overview of key metrics. This visibility enables managers to make informed decisions to enhance productivity and service quality.
- Customization for Personalized Service: The ability to create custom fields and add customized tags to contacts allows agents to capture and utilize relevant customer data. This level of personalization ensures that callers feel valued and understood, significantly improving the customer experience.
- Efficient Call Routing: Utilize CloudTalk's advanced call distribution, IVR, and skill-based routing to ensure callers are quickly connected to the most appropriate department or agent, reducing wait times and increasing customer satisfaction.
- Localized Customer Experience: Create an automated outbound caller ID based on the destination country of your call, making your business feel local to your customers worldwide and increasing the likelihood of call acceptance.
- Real-Time Performance Insights with Wallboard: Motivate your team and enhance performance with CloudTalk’s customizable Wallboard. This feature provides agents with live updates on call centre metrics, fostering a dynamic and responsive working environment that encourages continuous improvement.
CloudTalk Canada Plans and Pricing
The CloudTalk pricing structure is given below:
Starter Plan- US$25 per user per month
- Unlimited inbound calls
- Click to call
- Automated call distribution
- Mobile app
- Unlimited call queuing
- International numbers
Essential - US$30 per user per month
- All Starter features
- Advanced analytics with unlimited history
- Real-time client dashboard
- Integrations to other systems
- Open API
- Skill-based routing
- Smart queueing
- SMS / Text messages
- Workflow Automation
Expert - US$50 per user per month
- All Essential features
- Salesforce integration
- Power Dialer, Smart Dialer
- Call Monitoring (Call Barging, Call Whispering)
- Wallboards
- Speech to text
- Single Sign-On (SSO)
- Unlimited concurrent calls
Custom – On Demand
- All Expert features
- Custom onboarding
- Unlimited outbound calls (Flat rates)
- Enterprise-level security
- Developer support
- Custom reporting
- SLA
Editorial Verdict
CloudTalk emerges as a VoIP solution for businesses looking to improve customer communication and internal efficiency. With its suite of over 70 advanced features, integrations with major CRM and eCommerce platforms, and user-friendly design, CloudTalk simplifies call management and significantly enhances customer engagement and satisfaction. CloudTalk is suitable for startups, SMEs, and e-commerce.
App is easy to use
Engineer
Pros: IVR system
Cons: Limited features
Overall Experience:
The App opens like an iPhone or Android, with no unnecessary buttons that may complicate the call. The documentation process must be streamlined for smoother onboarding.
Good dashboard
Web Analyst
Pros: Technical support
Cons: Credit usage
Overall Experience:
The dashboard is simple to access call history throughout the day. We need to check the balance always because once it hits $0.00, it locks access for all users to call out.
Promising but Needs Improvement
Graphic Engineer
Pros: Call management and collaboration, Responsive customer support team
Cons: Frequent software updates and glitches, Limited customization options for call flows and IVR
Overall Experience: The call management and collaboration features are appealing, and the customer support team is generally responsive. However, we've experienced frequent software updates and glitches, which can disrupt our daily operations. The limited customization options for call flows and IVR are disappointing.
Impressive Remote Connectivity, But IVR Needs Improvement
Web Analyst
Pros: Reliable remote connectivity
Cons: Frequent IVR issues
Overall Experience: The concept of the software connecting remote-access cell phones is impressive, yet it lacks complete development. While the IVR interface appears appealing on the website, it frequently malfunctions, resulting in calls being redirected to a voicemail void without any messages left behind.
The Dashboard Is Easy To Use, But Handling Calls Is Difficult
System Engineer
Pros: User-friendly dashboard
Cons: Call routing lacks flexibility
Overall Experience:
We can monitor the effectiveness of our support calls through an easy-to-use dashboard. Finding a specific call within the App isn't straightforward. When agents are unavailable, the routing process doesn't bypass any step, leading to delays in handling calls.
App has bugs
Web Analyst
Pros: Integration with Hubspot
Cons: Expensive outbound calls
Overall Experience:
We can set up different custom workflows in every integration. The group texting option is unavailable, and the App has many bugs.
Inaccuracy in availability status
Division Executive
Pros: Inaccuracy in availability status
Cons: Mobile App
Overall Experience: I can use the mobile App and listen to the recordings anytime. However, the online/offline availability status is not always accurate.
Connection issues prevail
Quality Analyst
Pros: Daily email with a reminder
Cons: Unstable system
Overall Experience:
It records all incoming and outgoing calls, which is helpful. However, it sometimes logged me out without any reason, and I was unaware that I was offline, so I missed calls.
Pricing Needs Adjustment
Analyst
Pros: Seamless integration with popular CRM and helpdesk tools
Cons: Occasional delays in customer support response
Overall Experience:
Integration with our CRM has been seamless, but the pricing is higher than others. Lowering costs or providing more features at the current price point would be beneficial.
Setup Needs Simplification
Graphic Engineer
Pros: High-quality call recording and monitoring capabilities.
Cons: Difficulties with the initial setup
Overall Experience:
Call recording and monitoring capabilities are top-notch. The setup was a bit tricky, but support helped us through it. Simplifying the setup process would make CloudTalk easier to implement.
Helpful Integrations, but the App Struggles On Call Transfers
Division Manager
Pros: Integration options
Cons: Issues with the phone App
Overall Experience:
They provide applications for various connection options and integrated systems designed for automation. The phone application struggles to transfer calls and handle SMS messages effectively.
Powerful Data Insights But Slow Upload Times
General Director
Pros: Data analysis and trend insights
Cons: Slow list upload times
Overall Experience:
It enables us to analyze trends and data, enhancing our call campaigns for improved return on investment. Occasionally, uploading lists is slow because of server delays. We would appreciate a feature that accommodates different time zones and allows our team members to choose their campaigns to work on daily rather than having the admin team assign them, which consumes valuable time.
Great Integration With Popular CRM Systems
Assistant
Pros: Prebuilt integration
Cons: Trouble in installing client App
Overall Experience:
Its prebuilt integration with CRM systems like Zendesk has improved our workflow. However, some temporary defects affected our user experience.
Mobile App Needs Regular Updates
System Engineer
Pros: Intuitive interface and user-friendly experience.
Cons: Mobile app performance can be inconsistent.
Overall Experience:
The mobile app could use some improvements, but the overall experience with CloudTalk has been positive. The mobile app's regular updates and performance improvements would enhance the user experience.
Scalable Solution, Needs More Customization Options
CEO
Pros: Scalable solutions for businesses of all sizes.
Cons: Limited customization options for advanced users
Overall Experience:
Scalable and user-friendly, CloudTalk has perfectly fit our growing business needs, though customization options could be better. Offering more customization options would cater to advanced users.
Valuable Insights with CloudTalk, Needs Flexible Pricing
Technician
Pros: Advanced call analytics and reporting
Cons: Pricing is higher compared to other providers
Overall Experience:
CloudTalk's advanced analytics have given us valuable insights into our call performance. It's been a great addition to our team. However, the pricing is on the higher side. Offering more flexible pricing plans would make it more accessible.
Support issues must be focused
Engineer
Pros: Affordable pricing plans, User-friendly interface, Call Quality
Cons: Frequent service outages, Limited customization options, Customer support
Overall Experience: Call quality is decent when the service is working, and voicemail is helpful. However, we've experienced frequent service outages and connectivity issues, which have disrupted our operations. The limited customization options and unresponsive customer support have been frustrating at times. While CloudTalk has its strengths, the support issues are concerning.
Time-consuming setup process
Engineer
Pros: Software interface
Cons: Number issues
Overall Experience:
Call tags are helpful for teams that need those extra details for coaching and training. Getting a landline and navigating the initial setup takes several days.
Quick onboarding process
Supplier
Pros: PBX Solution
Cons: Occasional call delays
Overall Experience:
The onboarding process is quicker. However, it did not satisfy SLA standards.
Suitable for Basic Needs but Lacks Advanced Features
Engineer
Pros: Reliability for primary usage, Mobile app for on-the-go communication
Cons: Lack of integration with specific business tools, Occasional lags and connectivity issues during peak hours
Overall Experience: The basic plans are good. The mobile app is convenient for on-the-go communication. However, the advanced features or extensive customization options are not good. We've also experienced occasional lags and connectivity issues during peak hours. Overall, CloudTalk is suitable for basic needs but may not be the best choice for businesses with more complex requirements.
Suitable for Basic Needs but Lacks Scalability
Supplier
Pros: No pros
Cons: Limited scalability, Lack of queuing feature, Occasional lags and connectivity issues during peak hours
Overall Experience: As our business has grown, we've encountered limitations with CloudTalk's scalability and flexibility. The lack of advanced call routing and queuing features has made managing our increasing call volume challenging. We've also experienced occasional lags and connectivity issues during peak hours. Thus, CloudTalk may not be the best choice for those looking to scale and grow their operations.
