Truly Reviews

Truly

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Truly Review by WhichVoIP

The Company

Truly was founded in 2013 and is based in San Francisco, California. It's goal is to bridge the divide between your communication systems and your sales pipeline, through CRM (Customer Relationship Management) integrations. All of your call records, emails, voicemails, texts and Web meetings are all stored in your CRM and analytic engines are utilized to present all of this in a concise manner.

The Good

The main focus with Truly is the ability to integrate your CRM, such as Salesforce, with your phone system. All of your phone, email and text communications are stored in the CRM to help visualize your entire sales funnel. For this reason, Truly is a great match for those businesses that rely on CRMs and analytics to get the most out of their sales and revenue processes. Truly prefers to have dialog with potential customers first to ensure its system is a good fit for them. A free 7 day trial is offered to those customers and Truly states that for those customers they see a 98% trial conversion rate and an average retention rate of at least 3 years.

The Truly phone system is cloud based and designed for reliability, high call quality and real time CRM synchronization. Since CRMs play a major part in its business model, they integrate with all major CRMs and sales engagement platforms. In fact, if you have a custom CRM Truly will help with integration through its APIs. As you would expect, the phone system is geared towards sales call centers and those needing dialer functionality.

In terms of VoIP call quality, it has invested a lot of research into technologies such as Forward Error Correction (FEC) and dynamic and asymmetric bit rates to maximize audio quality even under poor network conditions. In fact it states it can sustain audio even at 60% packet loss!

There are 3 plans offered by Truly. The Capture Plan includes all CRM integrations, local and toll free numbers, mobile (iOS and Android) and desktop Apps (Mac, Windows, ChromeOS, Web Browser), sales dialers, Interactive Voice Responses (IVR), call centers, call flows, time scheduling, voicemails, click to call, call recording and call transfers. It costs $65 per user per month. The Understand Plan adds International calling, call transcription and a full suite of call analytics for an additional $30 per user per month. An Act plan adds API capabilities, WebHooks and tasks but no pricing is stated for this.

An SMS plan which includes group messaging and images is available for $10 per user per month. All communications are synchronized and stored with your CRM for full customer visibility and SMS is included in all activity reports.

All plans enable you to record Zoom and Google Meet meetings and to store them in your CRM along with call notes.

In addition to all of the softphone options, Truly also supports desk phones from Polycom, Cisco, Yealink, Obihai and others. This is only available on the Understand Plan.

The Bad

There is little in the way of support guides, tutorials or troubleshooting help on the Truly Website, which is a little surprising. However, once you have an account, you can access the support staff directly through the App. They also have dedicated account managers, though no contact information at all is stated on the Website.

The terms and conditions state that the unlimited calls have a reasonable use policy, though no number is actually stated. Also, it only covers calls between two individuals so if you are conferencing with more parties, presumably there are additional costs per minute. It does state that abuse of the plan results in your plan being converted to a metered plan. There is nothing unusual here but worth pointing out.

It is rather ambiguous in the terms and conditions as to whether 911 Emergency service is provided by Truly. Check before signing up so you are aware of any limitations.

The Bottom Line

  • Capture Plan: $65/user/month for local and long distance calls, toll free, mobile and desktop Apps and full call center functionality.
  • Understand Plan: $30/user/month for International calling, transcription and call analytics.
  • Act Plan: API capabilities, call for pricing.
  • SMS Plan: $10/user/month for SMS/MMS/Group messaging.

Overall Thoughts

If you rely heavily on CRMs for your business, Truly could be a great option to integrate all of your communications directly into your CRM and to help with analytics and reports for all your customer interactions. The plans are expensive compared to other phone systems but the levels of integration may make this worth it, as it has the potential to greatly improve visibility into your sales funnel.

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