Google Voice as a Text Vehicle for Lead Follow Up
April 15, 2015

Google Voice as a Text Vehicle for Lead Follow Up

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version

Overall Satisfaction with Google Voice

This application is being used in one department currently for customer outreach - texting specifically. We've noticed that with the trend toward SMS, some customers are more likely to respond to a reminder text than a reminder call or email.
  • Google Voice Web interface to manage customer responses
  • Switch phones without having to interrupt the call - customer calls that should be routed to CS can be mid-call
  • Tracking - we're able to keep track of CS interactions in a meaningful way
  • As always there are privacy concerns - even with a privacy policy in place data is being gathered by Google
  • Caller ID has been spotty in some cases
  • Customers responded positively and faster to texts
  • Tracking on this engagement type became simpler
I was not personally involved in the selection of the technology for this company but I am a long time personal user of this application. I was alerted to Google Voice's use in our company and investigated both the positive and possibly negative aspects of using this program. As it stands now, the implementation should be examined closely and possible updated per the privacy and data points mentioned earlier in the review.
You would be well advised to think about the integrity of the data and how you are allowed to access customers given your industry's regulation as well as the law. I think that Google Voice is an excellent choice for personal use but I could see company use getting into a grey area for more stringent industries.