Google Voice vs MightyCall

AlternativesGoogle Voice vs MightyCall
  • For personal use, Google Voice is a cheap service with basic functionality. MightyCall provides more functions, but for an extra fee.
  • For single-user businesses, e.g. freelancers or entrepreneurs, Google Voice is far less suitable. MightyCall greatly enlarges phone system capabilities, needed for business, for as little as $20.
  • For non-single-user companies, Google Voice’s functionality is prohibitively poor. By contrast, MightyCall is quite an appropriate solution.
  • If you are accustomed to the Google Voice service, you can combine benefits of both solutions. You can use MightyCall at a company level for its rich functionality and Google Voice at a personal level.

Features comparison table

Mightycall

Google Voice

Keep your existing number (porting) mobile only for $20 fee
Toll-free numbers
Business numbers on the same system

How many business numbers you can use to receive calls.

many User can’t forward calls from 2 Google Voice numbers to the same mobile
Concurrent phone conversations

How many channels does a business number have? For Google Voice — 1 incoming + 1 outgoing (if accurately configured)

45 1 incoming + 1 outgoing
IVR/auto attendant
Extensions (internal short numbers for users)

You can choose how many users and extensions you want. So your clients can easily reach a specific person within your organization.

Blacklist
VIP list with special call routing
Hunt groups & queues
Flexible call distribution among team members

A group of users, organized to process one whole flow of incoming calls. Calls are distributed within a hunt group by means of various algorithms. Usually hunt groups reflect the functional structure of a company: sales, customer support, finance etc.

4 algorithms 1 algorithm
Automatic Call Distribution depending on time (‘business hours’)

Methods of call distribution within the group of coworkers according to the established business rules of customer service. If the PBX does not support basic call distribution methods:
simultaneous
round-robin
by qualification
freest first,
then a telephone system will support business processes poorly.

Limited support
Call screening
Call forwarding to mobile and landline phones
Voicemails transcribed

Voicemail is transcribed from speech to text and can be read by a user.

Coming soon
Send business text messages
Click-to-Call widget

A website visitor doesn’t need to leave the site page to type the number into their phone! Instead, he calls you by simple mouse click. The fastest way to turn visitors into customers. And this is 10-times more important in the case of mobile site visitors.

Company ‘business card’ widget

“Contact us” widget to a website is easy to install and portrays your businesses information in an easy-to-read, attractive way. Your clients will be able to send callback requests, emails and call you directly from the website.

Social media connector (Facebook, Twitter)

A tool to collect and handle client requests from various channels: phone calls, emails, web forms, text messages, voice mails, Facebook and Twitter.

Dashboard with key figures of customer service and company performance

A tool for visualization and analysis of phone system performance and customer service data.

Tech support

Business values affected

The feature differences described have the following consequences for business.

Look great and professional

The first impression of customers: professional-looking toll-free + local contact number. It would be a problem with GV. But let’s go on.

Client calls you and hears … not auto attendant with the voice menu of a well- established company, but the ring tone of an individual phone set.

Google Voice can handle only 1 incoming concurrent conversation. How can calls missed because of this reason affect your business image?

And what happens if a customer calls outside business hours? With GV, you fail to leave an “away” message and route calls by special means. A simple ‘no answer’ is not good for company image.

“Contact Us” widget for a website resembles interactive company “business card”. It presents information about your business in an attractive, easy-to-read way. Your clients will be able to send a callback requests, emails, and call you directly from your website.

Customer service and sales funnel

The best business phone systems have many options to improve customer experience.

For example, MightyCall enables you to set special call routing rules for key customers. Simple case. During working hours, a manager receives calls from all clients. During non-business hours — only from the two most-valuable clients. All the rest hear an “away” message. Even such a simple case is a problem with GV.

“Business hours” (call routing based on time) is an another function to improve customer experience. Google Voice enables you to set ring schedule for each mobile or landline phone. But that’s all. Even a simple ‘away’ message is a problem. MightyCall enables you to set perfectly different call forwarding rules for business and non-business hours. These rules include different greetings, IVRs, hunt groups, algorithms of call distributions and so on.

Tech support

Google Voice provides support only through forums (Tier 0), MightyCall provides Tier 3 support, usual for B2B services.

To analyze customer service level, MightyCall service has a dashboard. It contains key figures of customer service and company performance: missed, received, incoming, and outgoing calls, voice mail, time-to-answer and conversation duration. You can analyze these data from different viewpoints: at company, group or personal levels for arbitrary time intervals.

Click-to-Call widget of MightyCall

It’s the fastest way to improve customer experience and to turn website visitors into your clients. Customers don’t need to leave the site page to type the number into their phone. And this is particularly essential for site visitors using a cell phone.

Missed calls and time-to-answer

Some of the most significant key figures of customer experience are:

  • the proportion of missed calls
  • how long it takes a customer to reach the desired employee.

By contrast with GV, MightyCall has features for improving these figures:

  • Many concurrent conversations. Google Voice enables only 1 incoming conversation
  • IVR, helping to quickly get through to the right person or group
  • Hunt groups and call queues
  • Different algorithms of call forwarding to reduce call answer time in various situations
  • Analytics to control these figures on a personal, group or company level
  • Call forwarding rules based on time of day, calling customer and dialed number.

Customer requests from email, Facebook, Twitter, Web forms

MightyCall enables you to check client requests from phone calls, emails, web forms, messages, voice mails, Facebook and Twitter. You can also respond to these requests from one place. Client requests from various channels will automatically be turned into tasks and added to the activity queue. You can also add tasks manually, comment them and assign to teammates. So you won’t miss any important client request.

Team collaboration

A business phone system must provide a means for team collaboration. It’s especially important for mobile and remote team members. MightyCall provides a set of features to get around the problem. Among them are extensions, hunt groups, presence status, incoming call distribution among team members, inner calls, common task list to handle call requests.

Summary

Google Voice is good only for personal use, not for business.

Better alternative for business is MightyCall cloud phone system.

Try it!

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