We're looking to engage with customers via SMS in several ways and have found Textline to be the best product. Every year, I do an audit and review the product and other products, and Textline offers the most robust platform for our sales, customer service, and operational needs. Textline has been extremely open to feedback and suggestions and have been wonderful to work with when looking for solutions and have become more critical as I plan long term.

I've been using Textline through its various iterations and versions for the past 2.5 years and have found the product easy and great to use. We have used it for both inbound and outbound purposes and have seen a healthy level and adoption from both our users and from our customers. Throughout our organization, we've seen interest from different managers and management groups, especially due to the great disposition system, metrics, and the flexibility added in with automations and shortcuts.

There haven't been any aspects we haven't liked -- there are features we didn't know we'd need/use and the Textline team has amazing in communicating new features.

Great!

This software is user friendly and the customer support team is fantastic!

It doesn't do group messaging and I can not email receipts without reaching out for help.

The customer service is unmatched! While I tend to ask more questions than most, each time from day one, I have had friendly, knowledgeable, above and beyond service!

I like that I can add tags and notes to my contacts.

The formatting on CSVs have to be just right and match what Textline needs rather than the file I already have created. It's a bit of extra work but I like the end result.

Textline's service is reasonably priced and their support team is very responsive. We've never had an issue with texts not getting to our clients or clients not being able to respond.

It's ease of use and ability to text clients.

Nothing. It's simplicity is perfect for our needs.

Excellent experience thus far. VERY easy to use and show others how to use. GREAT support, fast and friendly. Good function features for the price point. Just what we needed.

Ease of use, price, flexibility, support, ability to download all conversations.

So far, I can't find anything I dislike that is significant. I'd like "shaded out" conversations to be just a bit darker, easier to read. I'd prefer to hit return and not CTRL Return to send a message.

Amazing product! Super easy to use and lots of great features

I wish I could copy and paste images / screenshots into new messages rather than saving them as attachments but other than that no complaints!

Excellent product, but even better support. Very responsive to any questions and were there to answer any integration issues we were encountering. Highly recommend Textline.

We are able to integrate our existing workflows with Textline and get closer to our customers. We have custom software on the front end with our website which we have had integrated with PipeDrive for several years now. With the use of Textline's API we can integrate with PipeDrive and reach out fast to our customers.

Nothing at this point, it really solved a big problem we had which was integrating texting with customer outreach and tracking. So no complaints.

Textline has simplified our approach to SMS in general. We have 5-6 staff members interacting and the platform just helps a lot in the daily communication with customers. We've tried many platforms and more robust services like Twilio, but Textline is the perfect turn-key solution for small and big business.

Ease of setup, shortcuts for standard replies, department management and mobile app for on the go use. Also, super friendly variables customization for easy personalization of messages. Their support is insanely good and managed inside the same platform.

Still working to automate some functions through the API.

I've been testing this app since the 17th of Aug, [sensitive content hidden] is my customer service support! She has helped me a lot during the free trial period, like how to send mass messages. how do add departments? how to integrate the text line number into Zendesk. Really thanks!I made the payment in Sep, [sensitive content hidden] started to help me integrate Textline into Zendesk,we have several brands in our company, so we need the different numbers on Textline to be associated with different brands in the Zendesk ticket, [sensitive content hidden] helped me to submit my request to the support team and help me to have it done!For now, we are officially using this app now, really have a great experience!!!

1. announcement tools2. department tools3. the access to integrate the text line to Zendesk4. the customer service (awesome [sensitive content hidden]!)

1. If a contact is already saved in the Address book it will appear with the same contact information throughout all departments. we need it to be separate2. The Textline address book (Email) is not synced to the contact information of the Zendesk ticket 3. if you have the phone customer service would be really awesome and convenient for overseas users

We chose Textline primarily for its Zendesk integration. With the Zendesk integration, there's a Textline window in the right sidebar of each Zendesk ticket. That makes it easy for our customer service reps to send and receive texts with our customers. We also use the API to automate some text communications with our customers, and Textline's support is helpful with figuring out the best way to use the API to your particular scenario. In our case, they provided us information on an undocumented feature that improved how our text automation and Zendesk work together.

If you're trying to text from multiple phone numbers, the Zendesk integration won't always show the most recent text conversation with the customer.

This software was the "one" IT solution that saved our medical practice during covid. What we realized is that most, if not all of our patients were very happy with this experience. The main goal was to keep our patients safe and out of the waiting room until their room was ready. Trying to do this over the phone would have been a communications nightmare. When Covid goes...if ever, we will continue to use this form of communication.

The product is easy to use, implementation was 10 mins and staff training was easy. All the buckets you want to check when bringing new software to an organization. Product support is easy and anytime we had an issue ( happened only twice in 9 months) they fixed the issue immediately. The platfrom/dashboard is basic and so easy to use. They don't junk up the screen with options or functions that get in the way. They keep it simple which is what you want. The reports you can generate really help us manage critical times and staff output. Definitely a plus.

Searching for past conversations and numbers is a little clunky. My biggest issue is the cost, now with that being said the cost doesn't outweigh the benefits we are getting by being able to communicate with our Pt's remotely in a HIPPA compliant environment.

We use SMS to communicate with our customers and Textline's platform is user friendly and easy to navigate. I think something that really sets them apart from other text services we've used the past is the support we receive from the Textline team. On a few occasions, we've expressed interest in certain capabilities and features we'd like to see within the product and, in our experience, they truly listen to feedback and try to implement those features if possible. I have been recommending it to anyone that has been looking for an SMS platform and will continue to recommend!

We would love if the reporting features for automated texts was a little more robust. Other than than, there aren't too many cons and highly recommend this product!

is used with keywords to gather guest information, schedule reservations, sell gift cards and sell private events

Easy and intuitive to set up. Fast and easy

Documentation is limited. Example automations would be helpful

Textline works well with our software in sending automated messaging. It also works well for mass communication.

Searching is very clunky. It is difficult to find past conversations. An added feature of looking at a contact and being able to see the contact's history of conversations would be very helpful. It is also incredibly easy to accidently send a mass text to all contacts. A warning when a saved search includes all contacts would be extremely helpful. I do also wish they were able to provide customer service earlier than 9am PST as my organization is in EST.

The product is robust and performs without a hiccup. Customer service is responsive and friendly.

Textline allows me to reach out to hundreds of contacts in a very short time, and then manage those exchanges until a sale is closed. I use it on my desktop AND the app on my mobile phone, so it follows me everywhere. The bulk send feature (Announcements) is the key to my personal productivity each and every day. I could not do my job at the level I do able without Textline.

Nothing. There are many features I have yet to explore, but for now it's perfect!

I really enjoyed using Textline for collection purposes. Our department was outsourced which is the only reason we are no longer using this product. Customer service is always a concern when jumping into something new and Textline's customer service was great! I do highly recommend this product.

The software was very easy to use. I liked being able to set the time when texts would be sent. I liked being able to converse with anyone that responded. However there is an option to have a canned response. I never used that option but I'm sure it would benefit most companies. The customer service was great and answered in a very timely manner.

My only issue is with the time zone. I would have liked to be able to set the time zone so that I wouldn't have to change it each time. I believe they were going to fix this (maybe they fixed it and I didn't notice?).

Max efficiency

-Integration with Pipedrive -Shortcuts -Resolve feature -Insights feature

-reminders can be better -can't think of any other

So far, I absolutely love it. From transferring between agents to the whispers to the connectivity of all of it.

What I like is it my entire team can be connected and updated on each text message whether they are at home, at work, or anywhere else. It is very easy for anyone to get caught up on the messages by simply scrolling up and reading, from there, the customer has less frustration since I don’t have to re-explain the situation every time it’s transferred

My only issue is not being able to transfer messages between departments. For us, it is not super important and can be worked around, but for larger businesses it may be a hassle

Great!

We love that we can transfer a thread to another rep easily and also give customers an option to reach out to us after hours!

Cost difference between 1-3 and 4+ agents

Makes it easy to contact multiple customers and have many different conversations going at once. Assisting us with customer service and general sales.

The texts are easy to use, it's not complicated at all. Customer support is very quick to reply when a rare issue pops up or if questions are raised.

Sometimes the calendar (changing dates) can be a bit slow. Occasional downtime but always quickly resolved.

just works. can resolve text messages.

cant have a client login and a "through talkdesk" login

Replace call centres. Take them all out. We can’t have big companies wasting our time with long hold waits and inefficient communication anymore. Thank you textline. I love textline from both the perspective of a customer who appreciated the actual companies customer service and user of their app in giving my own customers better service. Texting is the future.

I still want a transaction platform built in so I can accept credit card or crypto through text.

Our team was able to quickly and easily integrate Textline into our daily customer support flow. It made assisting customers with sales and technical issues much easier and faster, and integrated seamlessly with our ticketing platform Gorgias. All of the features are easy to understand.

It would be better if customer data was linked and integrated from either Gorgias or from Shopify.

Allows me to quickly and efficient communicate without customers . Has greatly improved my post sale interactions.

Textline is easy to use and does exactly what I need to keep in contact with my customers. The ability to text from the business land line number is awesome!

I have no cons , the software does exactly what I need.

I'm able to reach my customers with ease, and they're able to contact me after hours at their convenience.

The product is very simple to use. We have used many different texting softwares and so far Textline has been the most useful!

The thing that I would say that I dislike the most is when I go to type in a customer's name, if you type in too many characters or not enough, the name/number may not pop up at all. For example: Name: John Deere If you type: "Joh" it may pop up, but if you type "John De" it may not pop up at all.