Helpline Software revolutionized our processes in many ways. We were utilizing an answering service prior to switching to Helpline and the difference became evident quickly. With Helpline we were able to improve response time and remove bias from our systems. Helpline has been a reliable, affordable option for several years now. The technology that has been incredibly helpful. It tracks length of calls, why calls get missed, how many calls each team member takes, etc. Suchandan took the time to listen, ask relevant questions, and check-in throughout the entire onboarding and integration of Helpline Software and he was responsive and open-minded to figuring out how to best support our agency needs. Review collected by and hosted on G2.com.
The challenge I have with Helpline Software is also one of the benefits. We no longer have a human picking up the initial call. When we get calls, we hear a robotic voice telling us the type of call, and when people have a menu to select from, they often pick the wrong option and we have to reroute them. There are so many things the software can do, and does well, but with the warmth/human element obviously isn't there in the same way. Again, this is also a positive because with humans, you are not guaranteed warmth, people have bad days, and don't always get things right. Review collected by and hosted on G2.com.