Natterbox Reviews & Product Details

The service is reliable with little to no interruptions in telephony services. They offer great customer service. The account managers are prompt and always trying to find ways to help me save money on my licenses. Review collected by and hosted on G2.com.

They can't do everything, almost everything though. Review collected by and hosted on G2.com.

What I like best is the stability Natterbox provides for our users. They can refresh their browser windows without disconnecting active calls, which resolves a significant pain point we experienced with our previous platform. The solution has also been relatively intuitive and easy for our team to use. Review collected by and hosted on G2.com.

One area for improvement would be additional fallback options for agents during a Salesforce outage. The close integration with Salesforce is valuable during normal operations, but it can create a business-continuity concern if the platform becomes unavailable. Review collected by and hosted on G2.com.

I appreciate that Natterbox is natively integrated with Salesforce, which really boosts our business productivity. The availability of omnichannel features means a supervisor or team lead can easily check the status of the agent, what they are doing, and even barge into calls. I also find it helpful to have customer details updated with dates and the click-to-dial calling feature, which really simplifies our operations and makes everything very helpful for us. Additionally, the native integration allows us to make calls directly from Salesforce without launching other applications, making it seamless to get information and connect calls. The barging and whisper calls features help in monitoring and improving agent productivity. Plus, the wallboards provide live data, which enhances the value of Natterbox for our business operations. Review collected by and hosted on G2.com.

I think the call quality could be better. Sometimes, we don't get good call quality, and that's something I'd really like to see improved. Another thing is the AI integration aspect. I feel there could be more exposure or insights from Natterbox on their AI capabilities, or even getting it better integrated. Review collected by and hosted on G2.com.

I’ve been using Natterbox for around eight years now, and I’ve seen how much the product has grown over that time. This includes simpler configuration for the end user, as well as newer-generation features that help users automate a lot of their day-to-day tasks.

The support from the team has been fantastic in the next venture of the business too whilst keeping pricing competitive with a lot of bigger brands out there. Review collected by and hosted on G2.com.

This may sound like a picky point, especially since they’re still developing as we go, but as they learn to integrate in a world outside of Salesforce and operate more agnostically, there have been a few rocky patches. As a result, some features haven’t worked as intended, and fixes have sometimes taken longer because of the org’s niche setup. Review collected by and hosted on G2.com.

The Natterbox team is always super responsive and easy to work with. Anytime we have a question or run into an issue, they’re quick to help and make sure we get what we need. The product itself has also been great and works really well for our team. Review collected by and hosted on G2.com.

I wish there were better background noise cancellation for calls. It would be great to have stronger noise suppression, especially when taking calls in a busy office environment. Review collected by and hosted on G2.com.

I like Natterbox's ease of use and the support they provide. As a business, their support and assistance are quite good. It also helps with call quality and assurance, which is important for me as a manager. Additionally, I find their reports really good and beneficial for our needs. Review collected by and hosted on G2.com.

We only had one issue in 4 or so years. This issue caused our system to go down, which impacted our ability to function as a business since the phone system is integral. The responsiveness of support to fix things was an issue at the time, although it seems to have been resolved now. Review collected by and hosted on G2.com.

What I like the best HAS to be the communication (ironic, I know!).

I have extensive experience working 1:1 with clients, vendors, etc. and everyone I’ve had the pleasure of meeting or working with at Natterbox has outshone every other external person I’ve worked with in the past. They’re intelligent, they’re genuinely human, and overall they’re fantastic to work with. We use several tools supplied by Natterbox and everything from start to finish is seamless.

Beyond the stellar support, the interface and overall UX are incredibly intuitive. We regularly use their CTI dialer and call routing features. Because Natterbox integrates so flawlessly right inside our CRM, it goes way beyond just being "easy to use" the automatic call logging and drag-and-drop call flows literally save our agents hours of manual admin work every single week.

Performance wise, the call quality is rock solid and system downtime is a non-issue. This reliability directly contributes to a fantastic ROI; we easily justify the pricing based purely on the productivity we've gained back.

One incredible benefit of being partnered with Natterbox has been tapping into their AI and intelligence features. Using their voice transcriptions and sentiment analysis has completely transformed our QA process, allowing us to coach our team using real data rather than just guessing.

It is a brilliant all around platform. Review collected by and hosted on G2.com.

My biggest piece of feedback revolves around the AI Advisor. In a highly transactional environment like ours, our TLs have zero time to spare, and using the tool for coaching is currently a bit too clunky and time consuming. It would be a massive improvement if they streamlined the UX for managers and added a feature that clearly tracks when leaders are actually logging in and using the insights to upskill their agents. Review collected by and hosted on G2.com.

I like the seamless integration of Natterbox into Salesforce, which makes it easy to use and understand. The high degree of low-code, no-code configurability is also a big plus. I appreciate the state-of-the-art integration that connects contact points, contact reasons, customer insights, and AI summary features directly in our Salesforce CRM system. The VOIP features, along with easy setup which took only three months for the entire customer service telephony channel, were impressive. Review collected by and hosted on G2.com.

The Voice AI support for the German language is not yet tailored to our specific needs. Review collected by and hosted on G2.com.

Natterbox offers great customer service. The account managers and system support go above an beyond to support their customers. I also love their knowledge base page which i can access to self serve any questions or help i might need. Natterbox offers great reports and insights into the calls and offers an easy to use call routine policy builder. Review collected by and hosted on G2.com.

The most common concern I’ve seen is how heavily this product relies on a strong internet signal. Since it’s internet-connection-based, any change in signal strength can quickly affect call quality and overall connection stability.

Some of the reporting could also be presented more clearly. For example, it would be helpful to have a straightforward way to report when a headset isn’t connected. That said, improving this seems to come down to working with the support team and Salesforce admins to configure the reports properly. Review collected by and hosted on G2.com.

Natterbox offers highly customisable products that allows us build integrated solutions into our CRM to help acheive organisaional goals. Review collected by and hosted on G2.com.

Not many downsides to Natterbox. Some very minor limitations with the head office being overseas Review collected by and hosted on G2.com.