Item: Natterbox
Rating: 10
Author: Ederson Gugel

Overall Satisfaction with Natterbox

Use Cases and Deployment Scope

Natterbox is our phone system since Covid, where the working from home became the normal. We wanted to replace the old landline phones for a solution that could address the needs of the organisation moving to a remote set up. They support us very well, with an a great user interface, and a friendly admin setting.

Pros and Cons

Pros

Great Interface
Friendly Admin backend
Great integration with Salesforce
Support responsive and actively working to solve issues
Customer Manager accessible

Cons

For our use case, Natterbox fits all checkboxes, we're now starting to investigate the use of their AI, but that's in very early stage.

Return on Investment

It doesn't matter where anyone is physically located now, everyone can have their calls delivered to their mobile or laptop and answer them.
We now have internally the capacity to manage our call queues.
We now have a lot of data to report on, either grouping the calls by Campaign on Salesforce, or grouping them by Inbound or Outbound calls, or by User, or by Team.

Usability

We use the Natterbox CTI interface, seating on top of and integrated with Salesforce. The interface is minimalist, popping up as the calls arrive and bringing the Caller's details if they exist in Salesforce. The user then have the possibility to open the Caller's record and visualise the details and add notes, or make the notes in the pop-up window which will end up in the contact's record activity. Very easy to use. The routing queue interface is also very user friendly with drag and drop items that make it visually easy to read and understand.

Alternatives Considered

When signing up with Natterbox, our first goal was to replace the landline phone system as Covid hit and people moved to remote work. Second goal was to have a system that would integrate with Salesforce and provide an interface that would be easy to work with and learn for all levels of tech expertise. Those two goals were only achieved by Natterbox, by far.

Key Insights

Do you think Natterbox delivers good value for the price?

Yes

Are you happy with Natterbox's feature set?

Yes

Did Natterbox live up to sales and marketing promises?

Yes

Did implementation of Natterbox go as expected?

Yes

Would you buy Natterbox again?

Yes

Other Software Used

Salesforce Nonprofit Cloud, FormAssembly

Likelihood to Recommend

It is an awesome tool for companies that have a hybrid or even fully remote setup and where the integration with Salesforce is needed. The solution completely replaces old phone systems and adds another layer of data to Salesforce, to give an even better view of the interaction with clients, adding automatically events/activities which can in turn be used to reporting purposes.

Natterbox Feature Ratings

Comments

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Great Tool Easy to Use and Manage. Totally Recommend

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