Grasshopper Review: Leaping Over Communication Hurdles

At a Glance

Headquartered in Boston, MA, Grasshopper is a virtual phone system company founded in 2003 by Sak Taghos and David Hauser. In early 2022, Grasshopper became a subsidiary of GoTo, focusing on providing communication solutions tailored to small businesses and startups. Since their inception, Grasshopper has served over 400,000 customers and 350,000 entrepreneurs, demonstrating their dedication to specialized VoIP services. These services include call forwarding, voicemail transcription, custom greetings, and the ability to manage multiple business numbers—all accessible via mobile and desktop applications.

Features

Desktop and mobile app: Grasshopper offers apps for desktop, iOS, and Android devices, enabling you to manage business communications from anywhere. Whether using your mobile phone or personal computer, you can stay connected and seamlessly handle all your business calls, texts, and voicemails.

Business texting: This feature lets you send and receive text messages using your business number. This feature facilitates quick updates and replies, is ideal for appointment reminders and updates, and keeps your communication professional and organized.

Call forwarding: The company's system lets you route incoming business calls to any phone number, whether personal or another team member's, ensuring important calls are always answered.
Voicemail transcription: This tool converts your voicemails to text, making it easy to quickly read and prioritize messages without listening to them. Transcriptions are sent to your email, helping you stay organized and respond promptly.

Unlimited domestic calling: This enables you to make and receive calls over an internet connection, useful in areas with poor cell reception. This ensures high-quality calls without relying on traditional phone networks, reducing costs and improving reliability.

Voicemail: The company allows you to set up a professional voicemail for your business and receive MP3 recordings of messages via email. This ensures you never miss an important message and can respond promptly to customer inquiries.

Simultaneous call handling: This feature handles multiple calls at the same time, eliminating busy signals. It is particularly useful during peak business hours or high call volumes, ensuring all customer calls are answered promptly.

Virtual fax: Grasshopper allows you to receive incoming faxes as PDF attachments directly to your email inbox, eliminating the need for a physical fax machine. Simplifies the process of receiving and managing faxes and keeps your documents organized.

Extensions: The company lets you set up extensions for different employees or departments, each with its own call-forwarding rules. This streamlines communication within your organization and ensures calls are directed to the appropriate team members.

Incoming call control: This allows you to screen caller IDs, block unwanted calls, and set up custom schedules for business hours. Define rules for handling incoming calls, ensuring you only receive calls during preferred times, and reducing interruptions.

Reporting: The company's system can create detailed call reports, providing insights into your business communications. Reports include data on call volume and duration, helping you monitor performance and make informed decisions.

Business phone number: You can choose from vanity, local, toll-free numbers, or port an existing number. This maintains a professional image and makes it easy for customers to reach you.
SMS: This feature allows you to send and receive texts using your business number through the Grasshopper app on mobile and desktop. It supports quick customer updates, appointment confirmations, and professional communication, including MMS support for local numbers.

Plans & Pricing

True Solo

This plan basic plan is ideal for single-person businesses. Priced at $14 per month when billed annually at $168, this plan includes one user, one phone number, and one extension. It also comes with core features such as 24/7 support, business texting (registration required), call forwarding, virtual fax, voicemail, voicemail transcription, instant response, and more. This plan is designed to help solo entrepreneurs maintain a professional communication system without breaking the bank.

Solo Plus

Grasshopper allows you to add unlimited users to your account at no additional cost, making them perfect for growing businesses. This plan costs $25 per month, billed annually at $300, and includes one phone number and three extensions. In addition to the core features of the TRUE SOLO plan, it includes unlimited business texting and call transfers, with the option to add additional extensions for $3/month each.

Small Business

The Small Business plan offers the best flexibility and customization options for small businesses and startups. For $55 per month, billed annually at $660, this plan provides unlimited users, four phone numbers, and unlimited extensions. It includes all the features of the SOLO PLUS plan, along with simultaneous call handling and incoming call control.

Advantages & Perks

Informative free trial

Grasshopper offers a 7-day free trial, allowing potential users to explore their features without any financial commitment. This trial period provides ample time to test the system's capabilities and determine if it meets your business needs. Users can experience the ease of setup, call management, and other functionalities, helping them make an informed decision before subscribing to a paid plan.

24/7 unlimited support

Grasshopper offers 24/7 support to ensure businesses receive assistance whenever they need it. Whether you encounter technical issues or require help with system setup, Grasshopper's support team is available around the clock. This constant availability minimizes downtime and helps maintain smooth business operations by providing timely solutions and support.

Unlimited minutes

Grasshopper provides unlimited calling, making them an attractive option for businesses with high call volumes. This feature allows users to make and receive as many calls as necessary without worrying about additional charges or minute limits, ensuring predictable monthly billing and uninterrupted communication.

Discounts and offers

Grasshopper frequently provides discounts and special offers to new and existing customers. For example, customers can save up to $75 on select plans upon checkout, and additional savings are available for those who opt for annual billing. These discounts make Grasshopper a cost-effective choice for small businesses and entrepreneurs looking to optimize their communication systems.

User-friendly mobile app

Grasshopper's mobile app is designed for ease of use, allowing users to manage their business communications from anywhere. The app is available for both iPhone and Android devices and includes all essential features, such as call forwarding, voicemail transcription, and business texting. Their intuitive interface ensures that even non-technical users can navigate and utilize the app effectively.

Most features are included across all plans

Grasshopper ensures that most of their core features are included across all its plans, providing value regardless of the chosen plan. Features such as 24/7 support, business texting, voicemail transcription, call forwarding, and custom greetings are standard, allowing users to enjoy a comprehensive communication solution without needing to upgrade to higher-tier plans. This inclusive approach ensures that even the most basic plan offers robust functionality.

Integration with Ruby Receptionist

Grasshopper integrates with Ruby Receptionist, providing live receptionist services for businesses that require professional call handling. This allows businesses to have US-based live receptionists handle calls, adding a personal touch to customer interactions and ensuring that all calls are answered professionally.

Disadvantages & Cons

No additional extensions on the True Solo plan

One significant limitation of Grasshopper is that the True Solo plan does not allow for additional extensions. This restriction makes it less flexible for solo entrepreneurs who might need to scale slightly or add more functionalities as their business grows. For those requiring multiple extensions, upgrading to a higher-tier plan is necessary, which can be a downside for cost-conscious users.

Limited third-party integrations

Grasshopper's limited integration capabilities with third-party software can be a significant drawback for businesses that rely on a variety of tools and platforms. Their system doesn't integrate with popular CRM systems, project management tools, and other business applications. This limitation can hinder seamless workflow and automation, which are essential for efficiency in many modern businesses.

Exclusive to small businesses

Grasshopper is designed specifically for small businesses and solo entrepreneurs, which means that their services may not scale well for mid-sized or large organizations with more complex communication needs. Businesses that require advanced features such as sophisticated call management and detailed analytics might not find Grasshopper suitable.

No recording or video conferencing tools

Grasshopper lacks built-in recording and video conferencing tools, which are increasingly important in today's business environment. Many VoIP providers offer these functionalities as standard features, supporting remote work and virtual meetings. The absence of these tools means that businesses using Grasshopper might need to rely on additional services or software to meet these needs, which can be inconvenient and potentially more costly.

Grasshopper Customer Reviews

Grasshopper's customer reviews are mixed, with the majority of feedback leaning towards the negative side. On review platforms like G2, Grasshopper receives a rating of 4 stars, reflecting a generally positive sentiment. However, on Trustpilot, the service is rated 1.5 stars, indicating significant customer dissatisfaction. On Software Advice, Grasshopper holds a rating of 3.9 stars, showing a mix of positive and negative experiences.

Positive reviews

Customers who are satisfied with Grasshopper often praise the platform for their simplicity, ease of use, and helpful customer service. Many users appreciate the ability to manage calls and texts through both the desktop software and mobile app, which is particularly beneficial for small business owners and entrepreneurs. One customer highlighted how Grasshopper allows them to maintain privacy in their personal and professional lives while staying accessible to clients. Another positive review emphasized the impressive features and the simplicity of the system, which helped streamline business communications​.

Negative reviews

On the other hand, many customers express frustration with Grasshopper's service, particularly regarding billing issues and poor customer support. Common complaints include unauthorized charges, difficulties in canceling the service, and long hold times for customer service. One user, for instance, reported being charged for service after canceling during the trial period and facing challenges in getting a refund. Another customer mentioned that their account was deleted without explanation, and they received no assistance from customer support. Additionally, some users criticize the lack of advanced features and hidden fees associated with services like number registration and taxes.

How Can I Contact Grasshopper?

Grasshopper provides 24/7/365 sales and support options to ensure their users receive assistance whenever needed. For sales inquiries, you can call their toll-free number at 800-820-8210 or direct line at 805-617-7098. For support, visit their support center and browse the knowledge base. For press-related inquiries, email press@goto.com, and to report a vulnerability, contact security@goto.com. For the latest updates, follow Grasshopper on X, Facebook, and LinkedIn.

Conclusion

Grasshopper, founded in 2003 and headquartered in Boston, MA, is a virtual phone system company catering to small businesses and startups. As a GoTo subsidiary, Grasshopper offers a range of features, including call forwarding, voicemail transcription, business texting, and seamless number porting. Their advantages include user-friendly mobile and desktop apps, 24/7 support, and flexible plans. 

However, they lacks advanced integrations, recording, and video conferencing tools. Grasshopper's plans, such as True Solo and Small Business, provide varying levels of service, with mixed customer reviews highlighting both simplicity and support issues.

Struggling to choose between companies? Our comparison tool helps you evaluate your choices and make well-informed decisions. Explore our blog for the latest industry insights and trends. Lastly, check out our curated list of top VoIP providers to find the best fit for your business needs.

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