AWFUL. We never get our messages. We are a Washington DC law firm. Once Moneypenny took over for VOICENATION we never got our messages. This is the WORST experience imaginable. Our final suggestion:... See more
Company replied
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See what reviewers are saying
Jessica, G. of Money Penny (formally Voice Nation) has been an exceptional Client Support Manager. She consistently provides great and friendly service and has frequently gone the extra mile for The C... See more
Company replied
Our account rep, Amber Johnson, has been great to work with. Our requests are always taken care of in a timely manner. The cutomer service representatives are always polite and do a great job of sendi... See more
Company replied
I have had the pleasure of working with Amber Johnson at a handful of properties over the past few years and she has consistently been a HUGE help. Always happy to help, quick to respond and consisten... See more
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Company details
Written by the company
Moneypenny is the world's leading customer conversations expert designed to help businesses in the US and UK enhance their communication with customers through a combination of human expertise and advanced AI technology. With over 25 years of experience in the industry and more than 180 million conversations managed, Moneypenny specializes in delivering trusted and efficient caller experiences that are essential for building lasting customer relationships. Targeting a diverse range of organizations, from small businesses to large enterprises, Moneypenny supports tens of thousands of clients by managing over 40,000 conversations daily. The platform is particularly beneficial for businesses that prioritize customer engagement and seek to optimize their communication strategies. Moneypenny's services include answering calls, capturing leads, managing customer inquiries, and providing seamless omnichannel support, ensuring that every interaction is handled with professionalism and care. One of the key features of Moneypenny is its unique integration of human agents and AI technology. This combination allows for personalized conversations that align with each brand's identity while adapting to the specific needs of customers. Available 24/7, Moneypenny ensures that businesses can respond to customer inquiries at any time, leveraging AI for efficiency while relying on human judgment and empathy when necessary. This dual approach not only enhances the customer experience but also helps businesses maintain a consistent and professional image. Moneypenny stands out in the customer conversation management category by focusing on the delicate balance between automation and human interaction. This enables businesses to strengthen customer relationships, protect their reputation, and grow with confidence. By providing a reliable partner for customer conversations, Moneypenny empowers organizations to seize every opportunity and foster a supportive environment for their clients, ultimately driving satisfaction and loyalty.
Contact info
United States
- 866-766-5050
- moneypenny.com/us
4.5
Excellent
459 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 87% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
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Excellent service
Excellent service!
Our company has been using VoiceNation for about a year now and we are very pleased we made the switch to them.
They handle our calls very professionally.
January 4, 2024
Unprompted review
Incompetent receptionists and unsavory business practices
I wish I could give VoiceNation Live Receptionists 0 star. They routinely charged for dead air and piled several of them a month to rack up my invoices. They used that method to put me over my monthly usage hours. In addition to their questionable billing, the performance of most of their receptionists left to be desired. I sometimes called and the receptionists answering prospects’ calls could not even say the name of my firm. Their receptionists are poorly trained. I gave them ample opportunities to resolve those issues but all to no avail. They took days to respond to my concerns and always made excuses for the incompetence of their receptionists. People calling my office often complained about the receptionists. Nonetheless, they billed me for every minute even when their receptionists incorrectly handled calls. One receptionist actually answered a call whispering to the caller. I have spent practically a whole year complaining about the service they provided and tweaked the script several times but again to no avail. I finally had it and gave them notice about 2 months ago that I was canceling my service at the end of the year yet they billed me for the entire month of January. They have unsavory business practices. PLEASE Stay away….
ETA: reading their reply made me more thankful that I left them after being with them for more than 3 years. I wrote this review in January and as you can see, it took them close to 3 months to respond. That’s the same thing they did whenever I complained about their subpar service: waited months and then came up with ridiculous and vague excuses. I doubt they learned anything from my experience given that I gave them ample opportunities during my last year with them to learn and ameliorate their service. At this time, I would rather let my cat answer my phone than go back to them. Please stay away….
January 2, 2024
Unprompted review
Reply from Moneypenny
Thank you for your review, we hate receiving this type of feedback but feel we learn from every experience. We have no way of knowing if the call coming in is going to be your customer or a telemarketer. I'm certainly surprised that the receptionist could not say your name correctly as we have a recording of the name before the receptionist receives the call. However, that does not mean we can't improve our training and will certainly do that. We do bill for used minutes and that most likely was your January billing and then we have a 30 day cancellation policy that is included in the T&Cs. Again, we apologize for the service you received but feel we have made significant strides in the last couple of months and would love the opportunity to show you everything we have done to improve our service. Thank you again and especially for giving us the opportunity to be your service provider.
Jessica is INCREDIBLE!
Jessica is one of the BEST client representatives that I have ever worked with. She is so responsive, friendly, helpful, and resourceful. She will drop everything in order to help your immediate problem and she has helped me to resolve every single issue that we have had in my 2+ years experience of working with her. I was so thankful she got to keep our account because I would be lost without her incredible help. THANK YOU for everything you do for me and my needy office :)
December 7, 2023
Unprompted review
I cannot say enough good things about…
I cannot say enough good things about Jessica Greve. Jessica is always quick to lend a helpful hand and is so kind and patient. Your company is better with her on board.
December 28, 2023
Unprompted review
Wonderful experience with Jessica Greve
Jessica Greve is phenomenal at problem solving and troubleshooting. She is quick to reply and willing to take the time needed to fix issues as they arise. She has provided solutions that work. It's a pleasure working with Jessica.
October 17, 2023
Unprompted review
The customer service was great
The customer service was great. She answered all of my questions and handled the entire call with enthusiasm and care.
December 21, 2023
Unprompted review
Solution Driven Rep
I would like to relay that I had a very positive experience dealing with Donald Cameau specifically at Voicenation who took the time tro diligently solve my billing issue and address all of my concerns in a courteous and professional way.
December 20, 2023
Unprompted review
Website setup for answering is very…
Website setup for answering is very easy and intuitive. Customer service was great!
December 20, 2023
Unprompted review
Great customer service
Voice Nation' customer service is perfect. Very efficient, prompt, and courteous!
December 7, 2023
Unprompted review
5 STARS
I just signed up, but the onboarding was smooth, the pricing good & the employees are very professional!!
5 STARS
November 17, 2023
Unprompted review
Fast and efficient onboarding
Fast and efficient onboarding. Thank you.
November 14, 2023
Unprompted review
Everyone at VoiceNation made the set up…
Everyone at VoiceNation made the set up process simple, clear and easy to use. Highlights to Chris Samuels in New Accounts and Lauri Shepard in Customer Service.
November 10, 2023
Unprompted review
Straightforward, even the unique requirements
All communications so far clear and straightforward. Unique business issues well handled as far as we can tell at present. Bonus: a solution for making outbound business calls on our private lines.
November 9, 2023
Unprompted review
Bailey is very easy to work with
Bailey is very easy to work with. Made things simple and walked through it with me every step of the way! Thank you Bailey!
November 8, 2023
Unprompted review
Top Notch New Client Experience
The process of enrolling with VoiceNation was fast, efficient, and very clear. After getting things started through their online setup process I was guided to finish my setup by VoiceNation rep, Lauri, who was efficient, clear, and very very helpful. I couldn't possibly rate my experience any higher.
October 9, 2023
Unprompted review
Lauri's perfect support
Lauri was professional, patient, and highly proficient.
October 12, 2023
Unprompted review
Great customer service
October 2, 2023
Unprompted review
Wonderful!
September 19, 2023
Unprompted review
Laurie was fantastic
Laurie was a very friendly and professional onboarding agent.
September 1, 2023
Unprompted review
5 Stars for Donald Cameau
Donald carefully walked through a confusing issue with me taking the time to finally get it right.
August 18, 2023
Unprompted review
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