Reachify Reviews

Pros

Having callers leave messages and navigate a menu tree when they call is really useful. It's also nice not having to depend on Verizon or similar providers. Another big plus is that customers can text us directly.

Cons

The biggest downside is the lack of a mobile app. There are also no text alerts when someone leaves a voicemail so I have to keep checking email to know if a message or text came in. On top of that the website can be a little glitchy at times.

Pros

Right from the setup process, the customer service team and every employee involved were friendly, helpful and pleasant to work with.

Cons

One disappointment was being sold on a feature that would let me see which callers place orders and what times they call so I could send specials to specific customers but it turns out that option is still being developed and isn't actually available yet.

Pros

A big plus is that my staff no longer has to spend time on the phone taking orders.

Cons

It would be better if there were more voice options to choose from.

Pros

One of the biggest improvements it brought us was cutting down the nonstop phone calls when we didn't have enough staff available to properly handle every customer. Instead of missing out on those orders, we're now able to guide most people to a far more efficient online ordering portal. We've also been consistently pleased with the Reachify support team over the years.

Cons

Honestly, there isn't much I can point to that we dislike about Reachify.

Pros

Getting Reachify up and running was easy and it didn't take much staff training at all. Making updates and changes is simple and it has helped us reroute calls to the right department the way we wanted. It has also contributed to an increase in our online sales.

Cons

Only downside has been customer service response times. They're not bad to work with but it can take a little longer than expected to hear back.

Pros

It was quick to setup and the platform is very simple to use. It also has really strong functionality for routing customers where they need to go.

Cons

An issue I've run into is that when I try to edit the call scripting, the changes don't always save.

Pros

Everything went very smoothly and it was easy to use once my Canadian number had been confirmed and validated.

Cons

Using the full service was difficult while the new number was still going through the verification process.

Pros

Customer service has been excellent and the platform has helped cut down on errors while improving visibility and lowering costs.

Cons

From day one until now, I honestly haven't had a single issue to point out.

Pros

Whenever I've needed help, the customer service has been amazing every single time. On top of that the call redirection feature that gives customers additional instructions has saved us a lot of time.

Cons

Honestly, I can't think of anything specific to complain about.

Pros

It sends our customers straight to our website so they can place their orders there.

Cons

Updating the message for just one day when we're closed isn't very convenient.

Pros

The setup process didn't take much effort. On top of that the system stayed up the entire time with 100% uptime which was a big plus.

Cons

The web reporting didn't really provide much value and it would be helpful to have a mobile app for changing call options more conveniently.

Pros

This cuts down the amount of time that my staff gets tied up on phone calls.

Cons

Changing the open and closed times isn't very convenient and could be easier.

Pros

Being able to automatically send customers their info or a website link has been a total game changer. On busy days, it saves my staff dozens of calls and it nudges customers toward ordering online which they usually end up preferring anyway. As a massive added bonus, it blocks about 99% of robo telemarketer calls. That alone is satisfying. On top of all that, it has saved me thousands of dollars per year compared with AT&T across all of our locations.

Cons

One annoyance comes up with hidden menu options. For example if you have something like a press 7 path that isn't listed publicly but your staff uses to bypass the phone tree especially when you're closed, that hidden option disappears whenever you update the menu online. Then I have to contact support to have them put it back. It's a very specific issue and their team is quick to restore it but it's still frustrating and always makes me hesitate before changing anything in the tree.

Pros

Text messaging works really well and the customer support team is excellent. They understand what you're trying to explain and respond in a way that actually helps.

Cons

The text messaging interface can feel a little confusing at times.

Pros

Reachify helps us manage a large number of calls efficiently so customers are supported without our phone lines getting backed up.

Cons

Whenever updates are needed, I'd really like to have more detailed control options available on the dashboard.

Pros

The low cost is a plus and getting everything set up is quick. The features are simple to use.

Cons

Compared with other tools, it doesn't feel very advanced. The analytics are weak and it's missing some features I'd expect.

Pros

Using this has been very convenient for both of my stores. It's user friendly, reasonably priced and one feature I really appreciate is being able to text customers directions to the store along with the online ordering link.

Cons

Something I'd like to see improved is the ability to manually mark the software as closed ourselves instead of having to email the company and wait for them to handle it.

Pros

Running two businesses, this software has been a huge help for screening calls. It directs customers to our website to place orders so we do not have to interrupt what we are doing just to answer simple questions they might have.

Cons

What would make it even better is getting a recap email for voicemails or texts since that could be really helpful.

Pros

During our busiest hours, the toughest part of the day used to be the long register lines constantly getting interrupted by phone orders. This gave us a solid fix for that. Now, when customers call the cafe for orders or other reasons, they can be answered through a text response instead. The caller chooses why they're reaching out from a menu and based on that selection they either get a text reply or are redirected to the right place, such as a third party delivery provider. Since putting this in place, we've had fewer complaints inside the cafe from customers standing in line and getting frustrated that callers were able to place orders before people who were physically there waiting.

Cons

One downside is that we can't update or program the menus ourselves. Anytime I need a change made, it has to be sent through Reachify and then it goes live without giving me a chance to test it or review the wording beforehand. Once it's active, it also needs to be monitored and with multiple cafes using the system, that's not really the best use of my time.

Pros

We brought in Reachify to keep our restaurant staff from being tied up on the phone so they could stay focused on helping guests in the store and it has handled that job extremely well.

Cons

The admin dashboard is difficult to navigate and is missing basic features needed to manage the service independently. Any updates to the call tree, whether creating a new one or changing an existing one, have to be sent to customer service manually. The same goes for adding or removing users and assigning permissions.