#1 most frequent
United States of America
75.9%60 installations of 79
What is OpenPhone?
OpenPhone, a business phone service from the company of the same name in San Francisco, adds work phone numbers to existing devices. No new hardware required; all that's required is an app. Extended services include a lightweight contact management CRM, and customer service team management (e.g. shared inbox) features.
Categories & Use Cases
Videos
Top Performing Features
Message alerts
Receive SMS and email message notifications for voice and fax messages
Category average: 8.6
Instant messaging
Users are able to communicate via chat, either one-on-one or in a group message, through an instant messaging or chat tool.
Category average: 8.9
User templates
Create and apply batch configurations to multiple users at once
Category average: 7.5
Areas for Improvement
Video conferencing
Built-in video conferencing capabilities
Category average: 7.4
Audio conferencing
Audio conferencing credentials for all on the system.
Category average: 8.5
Mobile app for iOS
App for iPhone and iPad
Category average: 7.8
Who Buys & Uses OpenPhone
#2 most frequent
Canada
7.6%6 installations of 79
#3 most frequent
Australia
3.8%3 installations of 79
OpenPhone review
Use Cases and Deployment Scope
We use it to communicate with our customers, mostly via texts not as much calling unless a customer specifically asks for a phone call. OP addresses the ease of setting up and using a phone number by making it a SAAS. We use it for day to day communication for high value customers, some transactional texts, some promotional texts as well.
Pros
- Group chats
- Ease of setting up qualifications (CRM type details)
- Use with Zapier
- Linking with Slack
Cons
- Web app could work better in my experience
- Pricing could be lower
- Somehow connect with whatsapp or / and other messaging apps that people commonly use
Return on Investment
- Quicker communication is 100% ROI, sooner we can talk to our customers, the better.
- Ability to send promo texts is huge for us.
- Group chats also a new ability we didn't have before.
Usability
Alternatives Considered
Intercom, Braze and WhatsApp Business
Other Software Used
Slack, Intercom, Adyen, Skrill, Onfido, Deputy, Recurly, Survicate, Braze, Carta, Notion
OpenPhone will Open Your Day
Use Cases and Deployment Scope
Internet telephony, VOIP, and other IP Voice solutions have been around for some time. Vendors are in abundance too. When it comes to deciding which solution would provide the best experience, the choice can be daunting. The reason (if you're like me, are reading these reviews) is that in many cases the solutions available, can be rebranded, or resold options all claiming to be feature-rich. With such a broad spectrum of solutions, to rise to the top of a category in such a short time shows the elegant simplicity of a complex and reliable communications tool. From limits to proprietary equipment, prerequisites, or complicated pricing tiers, an IT admin almost needed another admin just for this. OpenPhone allows both at my company, and others I've talked with as well, to distribute inbound calls, messages, and more to appropriate departments with almost instant success. One of my favorite features is its integrations to a CRM, and the ability to go beyond even that with Zapier and more. If for any other reason than to redirect spam and other time expenses, this solution will win.
Pros
- Call Routing
- SMS and Text Management
- Customer Support
- Clear User Interface
- Reliability
Cons
- Broader CRM Integration options
- 24/7 Phone and Chat Support
- More Device, Microphone, Video support
Most Important Features
- Call Routing
- Text Message Integration
- Call Recording
- CRM Integration
Return on Investment
- Most other solutions required complicated on-boarding, and/or hardware. OpenPhone did not. Saving us time and maximizing our ROI.
- Time is Money, sorry for the cliche, but on board and training saved so much time. This really paid off when things need to happen fast and work as promised.
- This is not really a negative impact but legacy clients were used to one number and get me, which they loved. However, they found that contacting the appropriate person achieved their goals much faster, than contacting the founder. So some learning curve for older clients used to our older SOP.
Other Software Used
Asana, Notion, Google Workspace Essentials
OpenPhone User Review
Use Cases and Deployment Scope
OpenPhone is the application we use for our phone system. It is the only phone system we use, and we use it for all incoming and outgoing calls. OpenPhone has many useful attributes, such as being able to upload our own recorded greeting, call history/call log, marking calls unread, in-app texting, and call transfers. We use all of these features in-depth.
Pros
- In-app contacts list
- Call transfer
- In-app messaging between team members
Cons
- Pricey
- Cannot transfer out-going calls
Most Important Features
- Call transfer
- In-app contact list
Return on Investment
- User interface is easy to learn and use, so it saves time
- Allows us to upload our own greeting recording for professionalism
Alternatives Considered
Grasshopper
Other Software Used
Filevine
OpenPhone Virtual Phone for Small Business
Use Cases and Deployment Scope
I use OpenPhone to provide a single business phone line for a small real estate business. It provides me with voice and text service, including graphics and photos which some competitors can't do. The integrated experience is also refreshing! Why should voicemails and texts be separated into separate apps? With OpenPhone they are combined. The web interface is super convenient since I like to use a full-size keyboard when possible for texting.
Pros
- Virtual phone number
- Text/voice integration
- Web interface
Cons
- Haven't found any shortcomings yet
Most Important Features
- Virtual phone number
- iPhone app
- Integrated text/call log
Return on Investment
- OpenPhone does its job without getting in the way
Alternatives Considered
Nextiva Business Phone Service
In my opinion, OpenPhone is a disappointment as a platform, as a company, and as a business tool
Use Cases and Deployment Scope
I am a sole proprietor managing a few different small business ventures that each have their own phone number. I migrated to OpenPhone thinking it would be an improvement over Google Voice due to the additional business features and customer management options they offered. I don't market heavily via sms. I just need to reliably communicate with customers.
Pros
- charge fees
- In my experience, send you in circles when you need support
- In my experience, randomly change links on their website and create lots of 404s in their documentation
Cons
- In my opinion, support needs to actually help customers instead of copy and paste platitudes
- In my opinion, be more transparent with fees
- In my opinion, stop overselling infrastructure and focus on reliability
Return on Investment
- In my experience, it has frustrated my customers and possibly cost me new business through missed calls and frustrated leads.
- In my experience, it has wasted my money on failed "trust registration" attempts.
- In my experience, it has wasted hours of my time in my attempts to resolve issues via their support system.
Alternatives Considered
Google Voice
