CloudTalk Reviews: 4.3/5 — Solid Choice

Easy to get started. You can really hit the ground running with cloud talk. Doesn't take a lot to begin.

Some seemingly basic functions don't feel finished. For example, you can only text contacts. So you have to add them to your contacts list before sending a text. BUT you can't add contacts from the mobile app. So I found myself logging in to the web portal from my phone, adding a contact, then going back to the mobile app to send my desired text. My other major gripe is the call quality wasn't great for me from the mobile app.

Great to set up a business phone account, with call routing. You can add IVRs and other business-type phone system functions.

I haven't tried many features at CloudTalk, only the Campaigns. The recordings of the calls are of very good quality, and it is really easy to manage users and conect calls, but there isn't much else that is good.

Where to start? CAMPAIGNS: They are obviously a new feature, because they have many tech problems that take too long to solve and some non functional features. Some of the ones I've encountered are: 1. Downloads are awful. They are in a CSV file and if you open them in Excel each question in the survey appears in a different sheet AND not in the order of the questions in the survey. This makes it really hard to analyze the info. 2. Whenever you are nearing the end of the contacts in a campaign, it shows the message "there are no more contacts in this campaign". This completely disregards the status of "Unsuccessful call, try again later" that the agent marks the call with. Sometimes (I do not know why and neither does customer support) it does not let you try again with the same contact and sometimes it does. For some contacts you CANNOT reach the attempts limit on the settings of the campaign. Why? No idea. 3. Some agents of mine have had the issue that the hear the beginning of the call as a recording over and over DURING the call. Customer support says it is because of the internet connection, but it only happens with certain contacts. Again why? No idea. 4. There is no way to delete nor modify answers in a campaign. So if an agent makes a mistake there is no way of correcting it in the platform. 5. You cannot copy surveys (if you have a similar survey with only a couple of questions different, you have to program it twice). This is really difficult for long surveys. CUSTOMER SUPPORT: They are understaffed. Only two have answered my questions and complaints (they answer nicely and relatively quickly), but whenever the issue gets bigger, they do not know what to do and have to wait for tech support which can take days to solve things. They always apologize for taking too long to answer and the excuse is always the same: the person that answers is THE only one available and they have many things to solve. BILLING: You cannot view your billing history on the platform. You get emails per receipt, but if by any chance you misplace an email you cannot get another copy or another download in the platform. The minutes in international calls are ROUNDED UP. Which means that if you only made a call that lasted 5 seconds and it was only voicemail, you get charged for the WHOLE minute. This can make the costs go up really quick.

I am having the surveys and recordings of calls in the same platform. However I should have kept them separately if I knew there were as many issues with the campaigns as the ones I've been having.

The ease of clicking on telephone numbers that are opened directly in the cloudtalk app

It is too variable in terms of reliability. I have to restart the app on average twice a day

Ease. no more picking up a phone. the fact that it works with airpods is also ideal.

simple and intuitive design, fast to start and to login

not much utility for analyzing/reviews, no wallboard, sometimes a bit unstable, not much possibilitys for different status for operatos

we are able to call and contact users accordingly or be reached by them.

The customer service is very responsive, even if they can't always solve the problem.

I’m on a community organizing team. Some features are missing from CloudTalk that are essential to our work, like group chats. Also there's no auto capitalization or autocorrect. I can't save contacts on my phone and it's cumbersome to import contacts. I need to be an admin to have access to the things I need, like changing my voicemail message. Our integration has been difficult, as the whole org wasn't able to access text messages for about a week. Now I can text, but I can't turn on notifications for text messages on my phone.

Honestly, Google voice was easier for what I need

Integration with ZenDesk and easy-to-use administrative panel

There are a lot of bugs with the platform. Phone calls continue to ring for hours if you do not shut them off, always being logged out of online experience after a few minutes, it is difficult to add numbers to a blacklist (and no built-in spam blocking), and the ZenDesk integration can be improved (multiple tickets for incoming and outbound calls are generated).

Easy to use cloud software that can be customized and programmed to meet our needs.

At least It was easy to integrate with Zoho CRM.

1. Incoherent consumption of positive balances on the platform, forcing us to top up 20 USD every time they run out, at least 1 time every 7- 8 days on average. 2. Failures in the call monitoring process, making it impossible for the Sales Manager to listen and/or intervene in live calls. 3. Failure of the tool for managing inbound calls, not allowing them to be answered or hung up. 4. Limitation in the visibility of status and management indicators of sales reps. It is not possible to display times out of the call, such as AWC or Time Breaks. 5. Very intermittent and poor support. Responses with a lot of delays and with a little real solution to the problems.

Outbound and Inbound calls for sales and service departments. The tool is very simple, so it was easy to train reps to use it.

I feel a bit sad writing this review but firstly I want to say as a tech business owner I do understand how difficult it can be to find a balance between releasing killer features and stability of product. The flow and detailed functionality and also the attitude of the guys to help me with some unusual flows was impressive. I was really pleased to see that everything i wanted to achieve with CloudTalk I could.

The problems for me were persistently bad call quality and an inability to hear any customers which made for a frustrating sales process. I also encountered issues with my phone which to be fair to CloudTalk is a flavour of Android (OxygenOS) that would not allow me to answer incoming calls on my soft phone. Although this was annoying for me, it was made clear that they could not support this and regardless within a matter of months they released a fix anyway

I needed something that would allow me to handle sales calls but field them off to our call answering service where I couldn't (before CloudTalk everything was going to call answer service which was proving expensive and quite impersonal for a lot of people that could have just spoken direct to me). It also allowed me to filter out hose that were calling for support and direct this off to my support team and raise a ticket automatically where they could not answer

The app does not work. We get a call, we pick up, but the custome does not hear us, nor can we hear the customer. We had this problem allot of times, and have informed them about it. but they keep on asking the same questions, without any results.

The app does not work. We get a call, we pick up, but the custome does not hear us, nor can we hear the customer. We had this problem allot of times, and have informed them about it. but they keep on asking the same questions, without any results.

Making sure, that we are always available to our customer via phone.

When you sign up they are very helpful and cheerful but....

There are a lot of things i do not like with CloudTalk 1. You cannot call customer service not unless you purchase the highest package (you are a customer, you should be entitled to get in touch with them anytime) 2. You can only email your complaints and questions to them. If you are running a business, this really takes too much of your time. 3. I asked for my account to be closed multiple times because the account closed. They confirmed it was close when all of a sudden, after a month, they took out $1000+ dollars in my account without any invoice or them telling me what the deduction is all about 4. My budgeting is so messed up! They took my money and now I am asking for a refund, they are running in circles. They always mentioned about finance when no one from finance has contacted me at all yet! It's been 2 weeks now and I still do not know the progress of my refund request. Yes, they reply and asked me to be patient. How can I be patient when they could not even give me a definite response on my concern. I have been using different phone provider and this is the worst! I just searched online and never did I expect to experience such horrible service! I am giving this review to let you know it is NOT WORTH IT!

1. The voicemail is not that easy to set up. I thought that when the agent from Cloudtalk taught me how to set up, everything is okay but it isn't. i realized that customer's who are calling do not know that there is a voicemail so all you hear from the recording is SILENCE but you know that the customer is there on the other line

When it works it has a good quality of calls, great API offering almost every functionality you would need. Support is sometimes very responsive (depends ona day and the problem).

Unfortunately when there is a problem it becomes a disaster: 1. We have no ability to make calls to all numbers in the whole country for a whole week and they can't fix it all. They don't even update their status page that there is some incident. 2. Support has often a little knowledge especially when it comes to API. When I reported problems with API I had to come over 3 people to get to someone specialized in it. Unfortunately he didn't solve the issue but I had to find a workaround. 3. I am sending tickets from one email and they always call me by different names - they probably choose some random name of my agents. They couldn't solve this issue as well. 4. When they do some updates we are not informed about the changes and sometimes we have to delete and add agents again because it stop working on the API 5. It feels to me like I am low income customer (only 6 agents) so I feel like being neglected :( Can't recommend them. I am very happy when it works but I can't wait for a week for it to work again...

They introduced possibility of making calls online from any part of the world to any other. Unfortunately with all minuses i can't consider they solved this problem well...

I am told by my company's Accounts Payable that it is cost-effective

Chief among many usability issues is the iOS App. When receiving a call, if one of my colleagues answers before me, my phone will continue to ring indefinitely, draining my battery. If I answer the ringing call that a colleague has already answered, I hear silence on the other end. If I decline the call, the call will ring again a few seconds later and I will need to decline 5-6 times until my iPhone stops ringing. All colleagues in my department have experiences consistent with this. I also use the Zendesk plugin to make and receive calls. I encounter a similar issue where I will often pick up calls with no one on the other end only to find out later it was answered by a colleague. The Zendesk plugin logs me out daily, whereas other VoIP plugins my department has used retain my login. This has led to missed calls. Compared to other VoIP plugins, CloudTalk for Support lacks customizability like ringtones, setting hours to receive calls, and the ability to pause inbound calls if I am attending a meeting.

CloudTalk is routing and distributing calls to our Support line.

Looks cost-effective as a telephone solution. Cost may be taking away from quality which means it may cost you more time (as it did I)

Signed up for a monthly plan then was charged for an annual contract. Cancelled the account due to poor call quality. Contacted support and requested a refund on the overcharged portion only to be told: "refer to the terms of service, no refunds". Tired of this Technology company BS. Join the real world. The rest of the world doesn't have BS terms of service and hide behind them. We service and treat people like people and not like numbers, churn, slippage or breakage. We are real people with real businesses who need to be treated like people. If your service doesn't work properly and you don't deliver your service, you don't get to keep the cost paid in advance of the service. Join the rest of us in reality and start treating people like people.

Busines telephony and call routing solution

I really liked that they have a free tier

Their customer experience is super bad. Really not satisfied

We use for outbound sales and be able to call local numbers with a local number

The concept is great, an internet based call center and phone management system is a fantastic idea on paper. The ability to use employees phones to route incoming calls would allow a company to operate around the clock across different geographic regions.

CloudTalk is an absolute joke of a service and there is not a day that goes by without an issue: - dropped calls - missed calls - phone doesn't ring sometimes despite customers repeatedly calling - the phone sometimes rings and even after clicking answer it won't pick up or it will disengage the call - the phone rings and freezes when you attempt to open the app on your phone or computer - CloudTalk support are not helpful at all, basically blaming their bad service on us These are the basics of a call/ telephony service and CloudTalk cannot get them right so I won't even start on some of the more advanced services they tout. Stay away at all costs and don't even get started with them. Implementing a call service in a business is one of the most time consuming and resource intensive tasks requiring integration with CRM systems, sales processes, answering services, automated call routing messages and decision trees etc. We unfortunately went down the route of doing all this with CloudTalk and now we have to do it again with a new service because there is no end in sight with CloudTalk - this means that we've had to redo all this work twice and the migration away from CloudTalk has taken months. Buy cheap, buy twice is what they say I suppose.

CloutTalk manages our phone systems, call routing to support and sales staff as well as automated call answering, routing, messaging etc. None of which is done well.

The soft phone app seems like a great idea, and their IVR menu layout is one of the better ones available on the market.

Their sales team promised us more services than the product can deliver. It barely handles SMS, and it's spotty and slow. The phone and desktop apps crash and disconnect frequently, as well as glitching out and not answering calls. Lots of calls are dropped into a voicemail void and no operator is ever rung through. There is no dedicated way to set agents as Online or Offline, which means if your phone app crashes in the background, you may not know that you are entirely disconnected from the phone system. This happens frequently. The service team is barely responsive, and it takes them hours or days to get back to clients. They refuse to allow customers to call in issues. Let me repeat: They are a *phone* company that refuses to use a *phone*. I don't expect miracles, but I do expect that a service I'm paying for will work reliably and offer the features we were promised.

We needed an IVR menu that had more features than our last service, and softphones for the office since we're moving around constantly. Cloudtalk appeared to offer those services, but they're glitchy and inconsistent. That makes it tough to run a business.

Zoho integration, click to call feature, Autodial.

1. Customer service, horrible. It will take him days to respond to something and when they do respond to give you a smart comment about how you don't understand technology. 2. Cost per minute, made confusion in their favor. You prepay certain minutes for us, then they say do certain minutes don't apply to certain us numbers. WHAT? 3. Technology retardation, they have so many tools that they don't understand how they all work. Took us weeks just to set up OUR voicemail. 4. Purchasing a number, this one is for the books. You can't purchase the number yourself you have to put an order and wait two days, and that you have to wait for someone else to activate that number, and then you have to wait to make that number to make outgoing calls if it was not set up like that. 5. Cancel Service, you cannot cancel service online and they have’t responded to our cancellation request in 3 days.

I'm just trying to cancel it no problem

The UI seems good from initial glance but...

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!

Unfortunately none to their poor operation and customer care.

Easy to use and synchronized with pipedrive

Takes time to appear on pipedrive and a lot of issues for international numbers. At least once a week services were down- we cancelled out contract

we use it for sales calls

With a variety of apps, it's possible to answer calls both from the office and on a cell phone.

The voip client often just randomly stop working. Calls will ring for coworkers, but not on my screen until I reload the app. Integration to external services has randomly stopped working too. No easy way to mark as 'available to be called' without leaving ring groups. Unable to change ringtones on the client.

Calls are available to be answered either through the app, site, or cellphone. Integrates with our CRM.

The transfer function is quite simple. It is made rather easy to transfer between different users

The call routing, this dosnt seem to have a "longest waiting" option and the calls seem to get stuck.

We are able to answer calls from Germany in an english placement.

I like being able to make calls over Wifi from any device.

Majority of the time I do not hear a dial tone, nor does the person on the other line hear me or I cannot hear them. I usually have to attempt a call multiple times for it to be successful and even then it will cut out and fail sometimes.

I like being able to access calls from any device

The upfront sales experience was good. The representative walked us through the features after confirming our needs. The interaction was pleasant and informative.

The level of service after we purchased the service was not satisfactory. We were informed that someone would contact us to assist us with integration and we did not receive contact. We were also informed that we would be able to contacted if we needed any sort of assistance. The representatives are not responsive to emails and the phone lines are always busy.

I was not able to officially launch this service for my team. The integration with Pipedrive was not operable. The integration did not allow us to dial from Pipedrive.