TrustRadius Insights for Grasshopper are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Pros
Flexibility of Applications: Users have appreciated the flexibility offered by both desktop and phone applications, allowing for seamless communication throughout the day. This feature enables users to stay connected efficiently across different devices and locations.
Availability Management: Reviewers value the ability to set extensions as it helps them effectively manage their availability, promoting a healthy work-life balance. This functionality gives users greater control over their communication preferences and schedules.
User-Friendly Interface: The service's user-friendly admin dashboard has been praised for its intuitive design, making it easy for users to navigate settings and configurations effortlessly. Customers find the interface simple to use, enhancing their overall experience with the service.
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Grasshopper Reviews
7 Reviews
Mid-sized Companies (51-1,000 employees)
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We use Grasshopper so that our 3 managers can communicate with their team of caregivers, each manager on their own phone, but using the same number. This allows the caregivers to have a single number to remember when they contact their manager, but also allows those managers to hand off conversations, when out of the office, or when covering shifts, for example, without needing to juggle multiple phones. And notifications can be scheduled so that only on-call managers are bothered, but any manager can go back and review conversations with their team.
Pros
Desktop and phone applications, so you have options on how to communicate throughout the day.
The ability to set extensions so that different people can switch on/off, allowing "work/life balance."
The admin dashboard is very user friendly.
It can connect to multiple contact accounts.
Cons
Can be unreliable at times, technical issues where messages don't send or can't be received, and solutions to the issues depends heavily on who the support person is.
Cannot set up extension schedules to automatically switch extensions based on dates/times, has to be done manually through admin dashboard.
Cannot send the same message to multiple people without it creating a group text (specifically for us, when trying to cover a call out, would be nice to send the request one time to multiple caregivers, instead of going into each conversation one by one and pasting the same message to 15 people).
Doesn't have automated responses to certain trigger words. Would be nice if a new hire could text "WELCOME" to the number and a response would be sent back automatically welcoming them to the team and giving them a little info.
Message templates would also be nice, directions for new hires to clock in/out, who to call when, etc.
Likelihood to Recommend
I think if you are a smaller company and want to be hands on, it's helpful. But if you want automation and to use it for marketing purposes, I don't see it being helpful.
VU
Verified User
Director in Research & Development (51-200 employees)
We use Grasshopper for our expansion businesses to have dedicated numbers and call management without brand confusion for our other businesses. It is the sole phone contact source for two of our eCommerce endeavors.
Pros
Incoming and outgoing calls, voicemails, and texts are managed very well by the app.
Excellent tools for managing availability (set hours to receive calls and hours for VM for example).
Nice ability to add and manage extensions.
Cons
Hard to think of anything to improve...having the voice-to-text that is an add-on service at a cheaper price would be great.
Text is also an add-on service, but works well, at least on iOS in my experience.
Likelihood to Recommend
It's nice to have a number that you can make mobile but also keep control of in case the employee managing the number transitions for some reason. If you allow BYOD and your customers get used to calling that number, the customers leave with that employee and phone number. Also, it is easy to have several employees manage a mobile point of contact from one number via extensions.
We use Grasshopper to track various inbound call numbers to help determine the effectiveness of multiple marketing efforts. The reports features are also very useful in helping us monitor call length, peak periods, etc.
Pros
Easy to use.
Comprehensive reports.
Good value for the money.
Responsive customer service.
Cons
No live monitoring of calls.
Reports should be available as CSV downloads. It would be nice to view them within the app.
The user interface is a little dated.
Likelihood to Recommend
A new startup business will find it very simple to set up a business phone number and enjoy full reporting and data immediately. The voice recorder studio has some great features to help a new business with a professional setup and phone response system. The mobile app is useful so that you can stay on top of your business at all times.
We use Grasshopper to screen which calls go to which department. It addresses the fact that we cannot always answer the phone, because we may be busy with another client. But the message center can get the information needed and we would be able to return any phone calls missed.
Pros
We never miss a call.
Grasshopper is easy to set up and customer support is always there to help.
There are many options with Grasshopper, easy customization.
Cons
I have not encountered any problems at this time.
Likelihood to Recommend
Grasshopper is reasonably priced and the service is always available, we never miss a call.
My organization used Grasshopper to connect callers with departments and individuals instead of a landline. The whole organization used it and it helped cut the cost of a trunk line for all of the extensions we needed. The support was pretty good with a fast response rate but the system was not particularly user-friendly and required an in-office support person to utilize it well.
Pros
Customer support is pretty good which is important if you're managing the lines for your company.
Their pricing is competitive with other services of this type.
Their interface is not the worst I've seen.
Cons
Their pricing could be more competitive for what they offer.
It's been a while since I've used Grasshopper but their extension logic wasn't all that great.
I'd like to see how they could improve the speed of technical support.
Likelihood to Recommend
For a smaller company it's a great tool. Be careful with extra pricing for things you don't need. A larger company would probably find Grasshopper somewhat limiting so be prepared to scale to a different model. A very small company would be priced out of Grasshopper although it would make a 1 or 2 person office sound way bigger.
Grasshopper is being used by our entire organization. Members of our sales, human resources, and production team all have Grasshopper extensions that allow external leads/clients/vendors/candidates to contact a member of our team directly. The business problem Grasshopper solves is staying connected and "professional" in a very flexible work environment. It allows our employees to take business calls from their couch, in an airport, or coming out from the gym. It also allows our team to keep their personal contact information confidential.
Pros
Grasshopper sends you a transcript and audio recording of voicemails. I love this feature because I can easily see who called me while in my email, listen to the recording through my headphones, and either call them back directly or forward the recording and transcript to the individual they were actually trying to reach.
Grasshopper does a good job at making their online platform for administrators easy to use and make changes!
Grasshopper does a good job at keeping the cost of their service down. Sometimes I'll get frustrated over something and then remind myself that for the price we're paying, they ARE meeting my expectations...
Cons
Making calls from your Grasshopper phone number - Sometimes (well, most of the time) I'll just make a call directly from my cell phone because the process of opening the app, typing in the number I want to call and then making the call can take more time than the call itself.
Missed Calls - Myself and other coworkers have experienced frustration with Grasshopper and "missed" calls. Sometimes my phone won't ring, but I'll get an email with a voicemail. So it skips ringing my phone all together and goes directly to voicemail. I've had my phone in my hand before, ringer on, and never receive a call but received an email with a voicemail.
Checking Voicemails on your phone - In order to hear a voicemail from your mobile device, you have to log into the app. But the voicemail shows up under missed calls / voicemails like normal phone calls but when you try to listen to it, it's just a recording of grasshopper telling you that you have a voicemail.
Transferring Voicemails - You have to memorize all the extensions and the process for transferring voicemails. While it's just memorization needed to make the process work correctly, it takes a lot of time to remember how to transfer the call, the extension you want to transfer it to, and sometimes after going through all of the steps I accidentally hang up on the caller. It's user error, but I feel like if they made the process simpler, and they gave you a directory when you indicate you want to transfer the call, it'd make it a lot easier.
Likelihood to Recommend
Well Suited Scenarios
If you are a startup company and want to have a "office line" to increase credibility and streamline phone calls.
If you have a remote workforce and need to transfer calls to individuals that aren't sitting next to you
If your organization is trying to save money on overhead cost, this is a very cost effective solution
If you have a very active workforce who are traveling all the time and never at their desk!
Not Well Suited Scenarios
If being on the phone / transferring calls is a big part of your organization or department. For example, I would definitely not recommend Grasshopper for a telemarketing company, customer support line, etc.
If your organization is in the healthcare industry or similar industry that strongly relies on having consistent, reliable, and easy to use software and tools
Our small organization uses Grasshopper across the board for business related calls and support calls.
The sales team and support team both use Grasshopper, as well as our executive team.
Grasshopper solves the problem of needing to have customer phone calls routed to the cellphones of individual reps, without revealing the personal cell numbers of each rep. Our organization is extremely 'on' and involved, and we like to use mobile phones and cellphones with our clients instead of desk phones.
Pros
Call forwarding - Grasshopper forwards calls to my cell easily
Voicemail transcription - if a customer leaves a voicemail, the transcription is pretty accurate and it is funneled into our ticketing management system, Intercom
Simplicity - There aren't a lot of bells and whistles on our particular Grasshopper plan, and I like it this way. It makes calling as simple as picking up the phone, instead of a heavy data entry task.
Cons
I think the interface UI could use a facelift designwise. Some users don't like changes, but perhaps Grasshopper could create a new look for the dashboard without changing the placement of buttons. It just looks a bit dated but not terrible.
What I like best about Grasshopper is it is very simple and there aren't a ton of UI options, but a more formal integration with Salesforce would be good. Right now I believe integration can only be made via third party apps.
Likelihood to Recommend
Grasshopper is great for small and agile teams who just need to make calls and get the job done. It's customizable and flexible and it is simple, great for a company of under 200 people where representatives want to be mobile, and who are very invested in their calls. IE, in a company where you're okay with taking calls later at night or on the weekend, Grasshopper is awesome.
I am not sure if Grasshopper would be my choice if I managed a company of over 500 people. I'd probably go for a more networked solution, but that said, as our company scales, we will continue to use Grasshopper.
