Item: CloudTalk
Rating: 10
Author: Ieva Lukstiņa

Use Cases and Deployment Scope

The customer service department is using CloudTalk and the customer satisfaction department. We use the call function, callback and sms function. It helps us to keep in touch with the client and therefore enables to do our jobs with a ease. The quality is also great, therefore we can count that we will be able to deliver a great service with it.

Pros and Cons

Call quality.
Super easy to use.
Has SMS function that helps a lot.

It takes sometimes a longer time for the call ID to load.

Return on Investment

It has been positive as the cost is low but the quality of CloudTalk is high.

Alternatives Considered

LiveAgent

CloudTalk is in terms of calls showing a great performance, although LiveAgent was good, too. The decision to change to CloudTalk was due to the lower price for the use. It is really handy for calls, LiveAgent offers also the options for emails. Both software are great for work and together makes it easy to do the tasks needed.

Usability

CloudTalk is super easy to use and has a great quality. It helps to communicate with the clients easily and we can feel that the sound quality is high, while speaking to the client and while listening to the recordings. This is for our department essential in our day to day work.

Support Rating

It is always helpful and responsive, therefore we can always ask our questions and get a fast solution to it. That makes really the difference if we have a high workload then it is important to be able to work as productive as possible. Not all software support is giving such a great service, CloudTalk is excellent in it.

Key Insights

Do you think CloudTalk delivers good value for the price?

Yes

Are you happy with CloudTalk's feature set?

Yes

Did CloudTalk live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of CloudTalk go as expected?

I wasn't involved with the implementation phase

Would you buy CloudTalk again?

Yes

Other Software Used

LiveAgent

Likelihood to Recommend

CloudTalk is great for making calls and receiving them, while doing different tasks. It is easy to see the incoming call and to answer them. As well as the call quality is high. It is really suited to be used in customer service, when many clients are calling. Sometimes if a client can not pick up the phone, the SMS option can be a great help to send the information and to receive from the client the information back.

CloudTalk is a great help in everyday work

Overall Satisfaction with CloudTalk