Likelihood to Recommend In the past, I would have happily recommended this for small business use cases. Due to its affordability, versatility, and low barrier to entry as well as its simplicity to use. Google Voice was integrated into the Chrome Browser, it was easily accessed from Gmail, and integrated into Gmail and could even be leveraged in such a way to when phone numbers were clicked on, Google Voice was the tool used. However over the past few years and more, in the past couple of years from 2021 to current, this tool seems to have lost favor with the Alphabet suite of tools. With the lack of integrations, it's becoming less stable, and people are just opting more for Google Meet Voice. The biggest area where this is less appropriate and where opportunity has opened for others is its lack of features, like virtual attendants, call recording, call transcription, SMS, MMS, CRM integration, and other key features even 1 or 2 person business really needs in this day and age
Read full review Sprinklr Modern Care is great when paired with a chatbot or with larger, more complex teams that have varied skill sets or languages. It is also great for smaller, niche focus teams as it provides the majority of what all organizations will require from routing, to case assignment to governance and reporting
Read full review Pros Google Voice has been great for setting up additional phone lines and numbers. The voicemail inbox is a great feature and you can see when messages come in online and listen to the messages from your computer. Google Voice allows us to have multiple phone numbers and lines for specific business purposes. Read full review Merge topics: I work for a TV show website and TV fans often write in asking the same questions (ie: How do I watch a show? Has ____ been canceled? etc). The ability to merge duplicate questions to one master FAQ topic allows managers to keep our community organized, keep track of how many people have the same question, and save time that would otherwise be spent replying to each person individually. Multiple management seats/levels: Sprinklr Modern Care allows managers to delegate community management tasks to interns and moderators by giving them access to certain features of our forum without giving them "full control" of our account. Official responses: We're able to make sure our employee responses don't get lost in the shuffle of busy conversation on our forums by marking certain responses as "official." This adds a special badge to important replies and pins them to the top, so users can more easily access the most relevant/accurate response to the issue they're reporting or question they're asking. Easy moderator sorting/view: The manager console allows community managers to customize the way they view the forum, and therefore more easily spot high-priority items. Sort by post date, number of replies on a topic, or filter posts to view topics that have not yet been addressed by an employee to make sure nothing slips through the cracks. Read full review Cons I think there is room to improve with regards to call forwarding. I wish there were a concise way to know if the call was to your Google Voice number or your personal number before answering the call. when I add a contact to my account on the web it doesn't seem to sync with my phone even though the same email address is logged in. Read full review I find it difficult to dive into analytics for each social post. The reporting tool gives me an overview of the channels but I would love to look at a breakdown of each post performance. You currently can't add closed caption subtitles to videos uploaded through Sprinklr so this results in having to revert to the native platform. I would love to be able to set up a newsfeed that includes posts from a number of our partner accounts, so I can keep up to date with what they're posting. Read full review Likelihood to Renew It's user friendly, how to use it is self explanatory, they support all their own options while someone like Phone Booth uses a third party. I can cancel Google Voice anytime and I choose how much I spend with Google Voice
Read full review The biggest reason we renewed, and kept up with Sprinklr Modern Care is because it is an active community and there is customer buy-in already. They continue to update and improve the product, but more importantly, the customers are using it. It's easy to switch products when it's not an active component in your daily structure, but switching and migrating the data or providing alternatives becomes difficult when customers have grown accustomed to a specific experience. As long as they continue to improve the available features and the community stays active, renewed use will continue.
Read full review Usability I haven't had problems with dropped calls, bad reception, lost recordings - everything works the way it should. The iOS app is easy to use, and the process is easy to explain to other people. It's also the cheapest way I've found to call internationally - I've used it to interview people from London and Austraila.
Read full review I've spent year designing products so I'm a tough judge when it comes to other solutions. It's clear that Sprinklr Modern Care was designed for the average online consumer with a very user friendly interface. They have made improvements to the admin tools to make that area of the product easier to use as well.
Read full review Reliability and Availability No issues with system availability. They manage updates in off-peak hours and I usually don't notice the changes until I log into the system the next day.
Read full review Performance Performance is great and is not negatively effecting our processes. We have to make sure it doesn't effect out load times. Not currently seeing any issues with widgets affecting page load times.
Read full review Support Rating 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.
Read full review I know the Sprinklr conference calls have been helpful, but sometimes submitting a ticket can be a little daunting. In the past, we've included information in screenshots that are then asked for by a member of the support staff. The turnaround time has been between 3 days, which isn't horrible.
Read full review In-Person Training Our customer support team went through in-person training. I am not unable to rate.
Read full review Implementation Rating 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 Read full review Basic setup took me less than 30 minutes. This includes initial configuration, putting in the initial content, and getting the look-and-feel customized. The domain routing took the normal lag time any other website or blogging service. The really important thing was to get the user accounts setup and begin seeding the system with content before a public launch.
Read full review Alternatives Considered 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.
Read full review First, we had a social studio which was good in terms of functionalities but slow. After that, we had the chance to use Talkwalker & social bakers which were good tools yet not enough compares to Sprinklr
Read full review Contract Terms and Pricing Model 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.
Read full review Professional Services 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.
Read full review Return on Investment 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. Read full review Improved self-support. Many customers are able to find answers to their questions without even posting to our community Excellent peer support. Our customers excel at helping each other. We are lucky to have community members who are experts at our product and many of them are generous with their time and assist newcomers before our community managers are able to! Read full review ScreenShots