Great service with one annoying flaw!
January 06, 2020

Great service with one annoying flaw!

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Google Voice

It is being used by our department, to communicate with our crew. It addresses the business problem of speed of communication, as people commonly take a much longer time to respond to emails than they do text messages, and our line of work commonly relies upon quick and efficient communication.
  • When you begin to send a message, and you put in that person's name, your whole prior conversation with them automatically fills in.
  • Enabled to have a large amount of saved contacts.
  • Once one selects a message, one is unable to mark that message as unread again.
  • There is no system for flagging messages to respond to them later, or as mentioned above, marking them as unread.
  • It has proven invaluable indirectly communicating with our crew quickly and efficiently.
  • Due to its drawbacks, we have seen a negative impact in our overall business objectives in the time that we have spent in trying to find another service that does what we need better than Google Voice. I have not found that yet though!
Google Voice and Dialpad, I believe, are a very equal match, and we chose Google Voice due to only a small amount of interface differences that made a difference in the service's functionality. Also, we had used google voice for a long time before Dialpad, so making the transition was difficult. The main downfall of our using Dialpad was that the text of all of the conversations you had with someone did not pop up automatically when you went to send them a message. What you had sent them before only popped up once you had sent them your message. That is the case unless you look up the person's name and profile and then select to send them a message from there, which works fine and is fast, but not as fast as just clicking the send a message button and typing their name.
I have not been the employee who has interacted with the Google Voice support services, so I do not know.

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Google Events is well suited to providing a platform upon which multiple people can be logged on and work at once. It is ill suited in how one is not able to mark messages as unread, or flag them to respond to them later, since when many messages are coming and going at the same time, it is very easy for messages to slip between the cracks and never be responded to.

Google Voice Feature Ratings

Multi-level Interactive Voice Response (IVR)
Call reports
Directory of employee names
Answering rules
Call park
Call screening
Message alerts
Instant messaging
Mobile app for iOS
Mobile app for Android