About Teckst


Teckst is a cloud-based SMS marketing and two-way texting solution for contact centers and customer service companies. Primary features include SMS/MMS, Facebook Messenger and WeChat connectivity, single sign-on, audio and desktop notifications, conversation assignment, active ticket status and macros and snippets.  

Teckst allows users to select and send messages from a pre-written message database. Customers can connect with their customer service providers via SMS/MMS, Facebook Messenger, WeChat and more. The conversation tag feature allows users to organize issues and track metrics.

Teckst helps users assign tickets to available agents. It marks active tickets with a bright blue dot to prevent agent overlap. It offers integration with Salesforce, Zendesk, Help Scout, Oracle Service Cloud, FreshDesk, SugarCRM and others.

Teckst is offered in a monthly subscription pricing option. Support is offered via email and over the phone. Other help options include white papers and FAQs.



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Supported Operating System(s):

Web browser (OS agnostic)

30 Reviews of Teckst

Average User Ratings

Overall

4.87 / 5 stars

Ease-of-use

5.0

Value for money

4.5

Customer support

5.0

Functionality

4.5

Ratings Snapshot

5 stars

(26)

4 stars

(4)

3 stars

(0)

2 stars

(0)

1 stars

(0)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-20 of 30 reviews

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July 2017

Sawyer from Winc

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

July 2017

Great product, easy integration, exceptional customer service

Great integration. Great SMS and FBM support solutions. Exceptional customer service.

Pros

Teckst integrates extremely well into our Zendesk account. What originally drew me to Teckst's SMS solution versus others we looked at is that it really speaks to the hybrid nature of text support as a channel. What makes SMS so convenient for support is that customers can either respond right away like a chat or respond later at their convenience like an email inbox. Teckst speaks to each by offering both the email-like options and a more chat-like widget agents are able to pop out so they can have several conversations at the same time for real efficiency. We used a much less satisfactory solution before finding Teckst, and our agents were thrilled when they were introduced to the Teckst set up.

The customer service is exceptional. Our Account Manager is incredibly friendly and responsive. And she is just as much so now as she was when we first started with them all those months ago. She really makes it feel like we're a team trying to best optimize our solution and make sure it's working as well as expected and needed. The technical team of engineers is also on top of investigating any time we have an inquiry.

They also gave us early access to their Facebook Messenger solution, which works much like SMS does. It's quickly become one of our favorite channels thanks to their setup. It's been great being able to discover it as they are and to be able to give actionable feedback about the solution. Again, Teckst really makes it feel like you're a team.

July 2017

Amanda from Luxe

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

July 2017

Working with Teckst over the past two years has been great! Helpful staff, robust platform.

Pros

Our business is designed to save time for busy people, so fast service is really important. Our customers love texting and Teckst allowed us to implement this easily. We explored other messaging solutions, but Teckst expressed the most excitement about growing with us and helping us innovate as our business scaled.

The account management team was always super responsive and helped us decide the best way to launch SMS with our customers. The fact that it is seamlessly integrated with our Desk.com account allowed us to train our team of agents quickly and the learning curve was minimal. That was key to our success here.

Cons

Desk.com doesn't support emoji usage, so for our first ~6 months of Teckst usage we weren't able to send customers emojis. Teckst ended up creating a workaround that allowed emoji usage on Desk, which was great for us. Our customers are big emoji users, so we saw an increase in CSAT once we started incorporating them in our messaging.

July 2017

Chris from Square, Inc

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

July 2017

If you need an SMS provider, Teckst isgood

We provide a faster support channel that positions us where our customers are: on their phone.

Pros

The implementation is straightforward with Teckst providing a white-glove service. Integrating Teckst with a CRM (we were on Desk and now on ServiceCloud) allows for an agent to quickly learn how to handle SMS cases since they're already familiar with the case paradigm. The Teckst platform is fast and responsive, meaning that there is little latency between inbound and outbound texts through the CRM.

The use of emojis is incredibly impactful which allows us to provide empathetic service at scale.

Cons

Nothing major to mention! It would be great to have an admin dashboard so we could self-service, but I hear that is in the works.

July 2017

Michael from Kipany Productions, LTD.

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

July 2017

Great product; feature-rich yet easy for agents to learn to use, all backed by first-rate support.

On it's initial small-scale test for confirming pre-scheduled calls to customers, we saw an 8.5% increase in decision-maker reach rates on those scheduled calls, and a 11.5% increase in sales conversion when decision makers were reached. The combined 22% lift in sales was a clear winner, and we are now looking to increase the automated use cases to include order confirmation, delivery confirmation, and more.

Pros

All conversations are captured verbatim with auto-generated messages clearly differentiated from customer incoming texts and also agent outbound texts. That feature is vital for agent training, tracking customer history, spotting trends, First Call Resolution, and compliance-related issues.

Cons

A few "shortcuts" (for instances, inserting a time and date for a scheduled callback from the dialer platform) were custom-developed and slightly klugy (requiring agents to insert a "carat", then a short code). Later iterations continued to improve!

July 2017

Hayden from Dollar Shave Club

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

July 2017

Teckst has been super responsive to our needs and always keeps us updated on the latest releases.

Pros

Their customer service has been really awesome. They are also quick to get us updated on the new features and overall any transitions have been painless. Super easy to work with them!

Cons

We've been using them for a while now and it's taken a little longer than expected for them to add additional features that are becoming more common in the SMS world. But I do think they've started to ramp up lately.

July 2017

Meagan from ParkWhiz

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

July 2017

It works, and that's what matters. Great CX team as well.

Pros

Although it lacks a self-service dashboard, their CX team makes it so easy to get things done/updated/changed with a simple email. It works quietly and (from where I sit) seamlessly. Whatever they're doing to make this happen, two thumbs up!

Cons

There is no self-service dashboard for admin actions. Actions/triggers I expected to be in place (like auto-responders) sometimes were not firing.

July 2017

Ashley from JANE.com

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

July 2017

Our experience with Teckst has been amazing!

Pros

It has been really easy to use. I also feel like a valued customer with Teckts. Anytime I have any questions I can get a response to my emails in less than 10 minutes. They have been amazing to work with.

Cons

I would love Teckst to continue to develop more stats on texts to see how well it is performing from a company standpoint. For example response time, break it down by busy times, etc. However, with that said they have enough information for me to be satisfied at this point.

July 2017

Marina from Shinola

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

July 2017

Easy set-up, simple to use, low cost, great customer support.

Pros

The customer support is excellent. We use the Zendesk integration, which made for the seamless addition of sms as a support channel to our existing support workflow.

Cons

Would be nice to be able to change automatic responses on our own, but customer support is more than helpful so its not a deal breaker.

July 2017

Daniel from RealSelf

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

July 2017

Product was easy to setup with great customer support. I enjoyed working with the Teckst team.

Pros

The most valuable feature was the simple integration with our CRM system (desk.com). The integration allowed us to switch between texting and emailing our customers.

Cons

Cost of entry level offering. There was great value in the offering, but it was more than what we needed for our use case.

July 2017

Amanda from Pared

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

July 2017

I used text at 2 different on demand start up companies.

Pros

I loved how easy it was for my agents to use, its ability to integrate into all of my team's tools, and the hands on fantastic customer service I always received.

Cons

This feature may have since been added but it would have been great to have the ability to mass text to our customers.

July 2017

Shawna from Consumer services

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

July 2017

Great company but the people are better!

Pros

It was easy of use and quick to set up. Our customer support person at teckst was delightful, always available and very knowledgeable

Cons

The only thing we have in the form of a complaint (cuz there arent many) is the price. We would have liked the price to be slightly more competitive.

July 2017

Evan from managed by q

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

3 of 5

July 2017

Great team to work with. The product is also good and is moving in a good direction.

Pros

The support of the product is really good. The team that we have to help us with our needs has been great. Ease of use is really nice as well, it is easy to understand, implement and train on.

Cons

There is still a lot of room for the product to grow. They are allowing for texting within salesforce and trying to mimic that is a difficult task. There are some bugs in the product but that is the case with any new growing product.

March 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

March 2018

Teckst was extremely easy to set up, took almost no time at all to get up and running.

Pros

Ease of use. Integrates with out system. Teckst sends us reports as needed so we can track our performance. Have never had any major issues.

Cons

Would like more robust reporting features. And I guess anything could be cheaper but no complaints from our team.

July 2017

Joseph from Digital Dragon

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

July 2017

excellent tool that connects my team with our customer base on a channel

Pros

customer support is excellent, simple integration with our CRM system allowing us to use SMS as a channel within our existing workflows

Cons

would be nice to have a customer facing dashboard to collect metrics without having to contact account management

July 2017

Jason from jackthreads.com

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

July 2017

Makes SMS easy! Up and running quickly.

Improved Customer Satisfaction.

Pros

- Customers LOVE sms
- up and running quickly
- no new interface required. CSRs use the interface they are used too

Cons

- because of it's simple function, connecting SMS channel to zendesk, they're wasn't much to not like...

July 2017

Michael from Airbox Television

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

July 2017

Great implementation and support team.

Pros

Enables customer interaction in a channel our customers prefer: text messaging. Integrates well with our call center CRM.

Cons

For a business like ours with quite low transactional volume, monthly pricing minimums are on the high side.

July 2017

Matthew from Stetson Design Group

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

July 2017

Great Innovative Product

Close contact with our customers, efficient way to communicate.

Pros

Love being able to engage our customers on this channel. Not only are we able to show folks we're forward thinking but we're reliable and able to meet them right in their messages.

Cons

Would love to see even more innovation because Infully support this product. Excited to see what else is released down the road.

July 2017

Doug from ESPN

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

July 2017

Teckst is a true native support tool for our customers and fans

Increased user immersion and longer use times of our products.

Pros

The tool is intuitive and provides our customers with real-time mobile support in ways that are more elegant than mobile chat widgets.

Cons

Real-Time Reporting is not yet at the level of some chat tools but is getting there quickly. We are able to embed it with tools like Domo to meet our needs.

July 2017

James from CommonBond

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

July 2017

Easy to set up and scale. Great customer service and partnership. Essential.

Pros

Connects seamlessly with our other communication channels.
Easy to use by all of our agents.
Always helpful when we have questions or want to change something.
Great data that is readily available and easy to action.

Cons

It would be useful if we could send messages in batches. Would also like to be able to automate in the future.

July 2017

Anna from Luma Home

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

July 2017

Great way to help our customers quickly!

Pros

Since adding Teckst to our customer communication plan, we've seen an increase in our response rate. Customers appear more than happy to have a quick chat via texting, as opposed to an email chain or talking on the phone. The integration into our current ticketing system has been great and allowed our team to seamlessly talk with our customers. In addition, the support provided by their team has been beyond accommodating and helpful and they are very open and receptive to all of our feedback.

Cons

We have been waiting for the feature release to send multiple messages at the same time. This feature has just become available, and we look forward to trying this out.