Broadvoice has Helped our small nonprofit
October 09, 2024

Broadvoice has Helped our small nonprofit

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Modules Used

  • b-hive Communicator
  • Broadvoice for Microsoft Teams

Overall Satisfaction with Broadvoice

Our phones are all Broadvoice and yet we use a variety of other things: Voicemail to email Changing voicemail messages online Creating automated messages online Taking phonecalls on laptops Being able to call clients from a number that is not our own phone number on the app on our personal cellphones.

Pros

  • Calls to laptops
  • answering questions
  • helping us with texting from our Broadvoice

Cons

  • sometime the hive can be confusing
  • particularly if you are the admin and a user, the hive can be hard
  • it would be great to keep the same service contact person from the start, instead of being passed off.
  • calls are received unlike before
  • we can tailor message easily to meet our day to day needs
  • we each have our own numbers
I think it is fairly user friendly, it can be hard to use the beehive at times as both a user and admin person but I was able to figure it out. When we have questions we are able to reach out and get help from customer service very easily.

Do you think Broadvoice | GoContact delivers good value for the price?

Yes

Are you happy with Broadvoice | GoContact's feature set?

Yes

Did Broadvoice | GoContact live up to sales and marketing promises?

Yes

Did implementation of Broadvoice | GoContact go as expected?

Yes

Would you buy Broadvoice | GoContact again?

Yes

We are a small nonprofit in a rural area where many people work from hoem. The ability for people to take and make calls on their laptops is invaluable. Additionally, if we are closed for inclement weather, we can all change our voicemails to reflect this, as well as the voicemail for the entire agency so that we are communicating well with our clients.

Broadvoice | GoContact Feature Ratings

9.0
Hosted PBX
8
Multi-level Interactive Voice Response (IVR)
Not Rated
Directory of employee names
10
9.2
Answering rules
10
Call recording
10
Call park
Not Rated
Call screening
10
Message alerts
10
Business SMS/External Messaging
Not Rated
Voicemail Transcription
6
10.0
Mobile app for iOS
10
Mobile app for Android
Not Rated
10.0
High quality audio
10
High quality video
Not Rated
Online Meetings / Events ()
Not Rated
Screen Sharing ()
Not Rated
Online Events Collaboration ()
Not Rated
Online Events Security ()
Not Rated
10.0
Centralized communications management
10
Team messaging
10
Team document sharing
10
Call and meeting analytics
10

Using Broadvoice

24 - Direct service
Admin
Grant writing
Data collection
1 - Our facility manager and our front desk support person are the people who provide inhouse support for Broadvoice. They were trained int he usage of Broadvoice and B-Hive by our customer service representative when we first used the product. It is helpful to have only a few point people in charge of the system.
  • voicemail and changing voicemail remotely
  • individualized numbers
  • voicemail to email
  • when we have snow days we can remotely change our message
  • we can hide or shield our own cell phone numbers
  • we can use the all page on the phones for fire drills
  • text to give
  • texting clients about appointments
  • not having to have a hard phone in the office
Our last phone system was very outdated and we were left not getting calls that we needed nor having a seamless way to change voicemail or to get voicemail if we were out of the office for longer periods of time. Broadvoice has erased these issues and has really made our agency more responsive.

Evaluating Broadvoice and Competitors

  • Ease of Use
As I have mentioned before, our old system (which we didn't even havea provider for anymore as it was so many years old) could not handle the needs of our business. Broadvoice offered a suite of products that take our customer service to a higher level than we were at before.

Broadvoice Implementation

I think implementation was hard because it was virtual. It would have been great to have someone onsite to help us get the system set up. There were several glitches with the phones that our support folks did not know how to solve that took a bit longer to get fixed.
  • Implemented in-house
Yes - We made the front desk phone live first and then added other extensions in bathces.
Change management was a minor issue with the implementation
  • remote implementation
  • having a few different contacts
  • phones not working

Broadvoice Support

Anytime we have had an issue with Broadvoice or b-hive, we have reached out to the support team who have been quick to respond and to walk us through any issues that we are having. Response times are short and we have been able to clear up any problems very easily. It is just good, in the end, to have someone to call for help.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
No, just basic support due to agency cost limitations.

Using Broadvoice

ProsCons
Like to use
Consistent
Convenient
Feel confident using
Unnecessarily complex
Difficult to use
Requires technical support
Not well integrated
Slow to learn
Lots to learn
  • the app
  • getting support
  • call park
  • b-hive can be confusing
  • extensions
  • admin tasks and viewing personal vs admin can be hard
Yes - I feel like the app works well.

Comments

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