Google Voice is a free IP telephony service that provides users with one phone number that can be forwarded to multiple phones or devices. It includes features such as call forwarding, voicemail translation, text messaging, and voice calls. Fees may apply for international calling.
$10
per month
Sparkcentral (discontinued)
Score10 out of 10
N/A
Sparkcentral was a social customer care solution and cloud-based customer engagement platform that catered specifically to customer care teams within large enterprises, enabling them to deliver real-time social customer service. Sparkcentral was acquired by Hootsuite in January 2021. The product has since been discontinued.
I do think Google Voice works well for organizations that do not have a support team meant to provide regular telephone support, and instead do so on an ad hoc basis. I would not recommend it for high-volume call activities, such as SDR motions.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Sparkcentral has an extremely dedicated customer service team The platform UX is brilliant Reports are very detailed & easy to export The system is stable more than 98% of the time Queue management is extremely easy They need to work on a mobile app / making the website mobile friendly The ability to add more social media channels is essential
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The biggest advantage of the Sparkcentral platform is its "inbox zero" philosophy. With this, our customer support requests are queued within the app, and agents need to work down the queue to keep it empty.
The app is designed from the ground up for customer care - instead of taking a generic social platform, and sprinkling in some customer care tools. Everything about Sparkcental is designed for helping our customers.
Sparkcentral allows us to do much better CRM. We can make customer notes, see recent interactions, determine who helped the customer (and when).
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
In the beginning our team had the option to see what another user was typing as they responded to a post. With the latest update, this was taken away. That feature was key for us to shadow agents remotely who are still in training to provide real time feedback.
Our company has a number of different brands that we manage. Having a truly unified queue would be a great addition for us!
The bulk resolve should allow the option to select on the posts that you wish to resolve instead of selecting a time frame for bulk resolve. Often we find that marketing posts generate more volume in the evening. However, there are sometimes posts where the customer needs assistance during that time. So, if we were to bulk resolve for a certain number of evening hours we would potentially miss a customer's concern through that option as it is currently. But, if the option was to go through and select on all marketing posts and then bulk resolve you would ensure that you are not missing a post where a customer needs assistance.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Google Voice has been invaluable for us in our effort to provide exceptional customer service. With Google Voice, we have been able to increase our customer interactions while reducing the wait time to reach a live person on our team. We couldn't be more pleased with the way things have worked out since implementing Google Voice.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Sparkcentral has never given us a good reason to consider any other option. Aside from all the positive points I mentioned in previous areas of this review, something else that has really impressed us is their customer service (makes sense, they're a customer service company after all!). Any time we have a question or concern, we send them an email and we get a response almost instantly.
I think it works really well in the arena it operates in, but not so well in areas where an enterprise system would be more appropriate. It's great for quick solutions that just work, but not so much for more complex call management tasks.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
They do not offer support unless you have the Business account for Google Voice under G Suite. This is tough, because Google doesn't really have a customer support team for this service, so when it gets shut down for a few hours, we have no choice but to wait it out. But this doesn't happen that often, which is great.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
It is a pretty seamless program to transfer to, even for people who either have little experience with these programs or people who were stuck on Skype
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The integrations of Google Voice with all our devices are flawless, Android, iOS, Windows, Linux and Mac. Also, the call performance is far superior on wifi as well as on mobile data. With Skype, we had several problems with personal accounts, performance issues, and in general, it felt awkward to use it.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Sparkcentral does what it has offered to do, where other software made empty promises, Sparkcentral delivers. They also inform us, anytime they are undergoing maintenance or when Twitter or Facebook has an API change, where in previous cases we would have to discover this ourselves.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Google Voice should be also be use to those who have difficulty in speaking English. So the contract term will need to be a little strict as Google Voice is used in navigations as the part of GPRS navigation is personal. The private data need to be in control much more securely and safely.
It help to connect with the products that we use as a part. We need to get in touch with our professional world. It is like a tool that helps us to get in touch with everything from A to Z in our professional careers. So we need to be in touch with everything as linearly as the jpb can be done.
Cost for Google Voice is stellar, starting at $10/mo per user.
While it doesn't offer a new Audio/Video conferencing solution it does integrate with GSuite so it makes use of Google Calendar and Hangouts/ Google Meet.
Gets the employee's to use their company phone numbers more as texting is easy and deployment is simple.
The cell phone app is reliable and easy to deploy.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
