RingEX has potential, but may not be ideal for franchise organizations...
March 28, 2024
RingEX has potential, but may not be ideal for franchise organizations...
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with RingEX
We use RingEX for inbound and outbound customer calls as well as texting with customers. Any team member who is logged into RingEX can respond to customers from one central number.
- Calls can be answered by anyone logged into the app
- Text messaging with customers is relatively easy
- Text messaging internally with employees can also be done
- We are having issues with calls where at least once a week the calls to our main number only come to the owner's app. As such, we are missing customer calls. Even the voicemails are not deposited to the main number, so we're not properly following up with the missed calls. RingEX has been investigating it for a while and has yet to resolve it.
- The reporting that we have access to is very lacking. I'd like to see analytics of call volume, missed calls, peak call times, call length, etc. for our location only. Our data is combined with all of the other franchisees and it's very difficult to see how we are performing individually. The filters are very limited as well. This may be more of an issue with how the franchisor chose to set it up, but regardless it's not very easy to use nor very helpful.
- It took a long time to get texting to work. Not sure what the issue was, but I was told for weeks that it had to be an issue on my side, but ultimately it was a setting that I didn't have access to. It should be easier to configure and have texting enabled by default.
- When a call comes in, you can't see what number the call came in on. The display for incoming calls could be improved.
- Missed calls because they aren't being routed properly
- Limited reporting
It has the potential to help us be more productive if they can fix the issues with our calls not getting routed properly. It has a lot of features we've not been able to try yet.
I haven't used Vonage in a while, but we never had issues with it and we've had several issues with RingEX. This could be based on how the franchisor has chosen to implement the product.
Do you think RingEX delivers good value for the price?
Not sure
Are you happy with RingEX's feature set?
Yes
Did RingEX live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of RingEX go as expected?
No
Would you buy RingEX again?
No