As someone who owns a business where customer support and satisfaction are the top priorities, it clear know when you deal with companies with top notch service and a top quality product . For us, Talkroute failed to meet our expectations as a platform and had terrible support. Despite their polished website, which caught our eye and led us to signup, their backend platform is outdated and lags behind some of their competition when it comes to usability, robustness, and nice features like desktop and mobile apps that simply integrating a business phone system into your small business life.
The worst part was that when things went amiss we encountered arrogant and unhelpful support, not once but from 3 different people on 3 separate support tickets. I've never dealt with a company, especially a tech-focused company, that had such abysmal support or seemed to care less about keeping our business.
Here were our main issues:
1) Slow turnaround of incoming calls - it took around 15 seconds of idle ringing and navigating a talkroutes menu before we could connect with incoming calls.
2) We had one talkroute number, our primary business line ported from Google Voice, which we added to the system. Simple enough. However, after a couple of days of no phone ringing we knew something was off. We literally lost hundreds of dollars of business! Because we had not "selected" our only phone number in Talkroute, which should have been selected by default it just stopped routing calls to our phone. Upon calling customer support to see what was up and being told of the issue I was floored. No remorse or empathy and no admitting a flaw in their system. Worse, they wouldn't make it right and wouldn't credit my account for any lost days, which would be more than reasonable.
3) Leading to the next point-- The talkroute system for call notification is just dated as evidenced above. To see a call log, missed calls, or access messages you have to log on to their website. They offer no mobile apps or desktop solutions that notify of incoming calls (say if you lose cell reception or have a spotty connection) or allow you to place outbound calls. Placing an outbound call is a pain since you have to dial your business number and then enter the phone number you wish to call (you can't access call history for missed calls, a phonebook, etc etc). This is just archaic. Not a logical system and the design of their web interface is just horrible.
In short talkroute needs to step it up across the board. They made us run away from their service and never look back. After a through research process I found several viable alternatives that do everything Talkroute does and more, for less money! One of the best recent business decisions we've made...