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Client Testimonials

Here are a few of our clients’ comments. You can also read our case studies for a more in depth look at how some clients use our nonprofit helpline software. Click here to share your feedback.

Missouri, US "All the iCarol staff have been so helpful and friendly and I really appreciate it. Some companies make you feel dumb for not knowing how to do things or they seem frustrated if you ask too many questions, but I never feel that way with iCarol! So thank you!! We just started using iCarol but already our staff love it because it is so easy to use and intuitive. We are excited about what iCarol can do for us!" - Christina, Program Coordinator

Suicide Prevention of Yolo County

Suicide Prevention of Yolo County
California, US "iCarol helped our agency improve our caller documentation, allowed us to communicate even more effectively with our crisis line volunteers, and provided statistical analysis and reports. There were many more convenient features we had not expected!" - Ting Ting, Crisis Line Program Director

Epilepsy Foundation

Epilepsy Foundation
United States "I like that iCarol is both easy to use and manage. Being able to get statistics instantly within iCarol makes my job much easier. The staff is enjoying using it too and they’re able to help more people because iCarol is easy to use." - Tom, Senior Information & Referral Specialist

Agora Crisis Center
Albuquerque, New Mexico, USA "I want to be sure that other Center Directors know about iCarol. It's easy to use and volunteers are excited about it." - Molly B, Executive Director

National Council on Problem Gambling

National Council on Problem Gambling
USA "We have been so pleased to work with iCarol to implement text and chat access to our National Problem Gambling Helpline Network. We look forward to integrating additional features such as shift management and shared referral resource database technology into the Network, which is the world’s largest problem gambling information and referral resource with over 295,000 calls received last year alone. iCarol’s combination of technical expertise and commitment to customers in the helping profession has resulted in an ideal partnership." - Keith S. Whyte
Executive Director

The Family Counseling Center of Sarnia Sarnia, ON 
"You need to know that I sing the praises of iCarol to all who will listen – it has reduced my workload exponentially and increased efficiencies for the volunteers as well. I am absolutely over the moon about the internal chat option and expect that we will use it on a regular basis." - Donna Martin, Program Coordinator

Yukon Distress and Support Line
Yukon, Canada "Working with iCarol has been such a pleasure for our line throughout its launch process. We were able to ensure that our volunteers felt confident taking calls, that our statistics will reflect the communities that we are serving and that shifts are covered throughout the holiday season. We look forward to continued work with iCarol as we move forward with this exciting initiative" - Hailey Hechtman

Illinois Domestic Violence Hotline

Illinois Domestic Violence Hotline
Chicago, Illinois, USA "iCarol has been the best thing to happen to us to increase our efficiency and productivity at the Illinois Domestic Violence Hotline. We love our database and all that it can do for us and for our callers, thank you iCarol!" - Gwyn Kaitis, Director

Q Life Australia

Australia "We started using iCarol to replace our existing webchat software from a recommendation and as we’ve got more familiar with the system, we’ve decided to add more and more features, such as the Public Resource Directly which allows us to get resources out to a broader number of people. We’ve just started using the call report feature as well and are bringing our whole volunteer based organisation across to iCarol and everyone is really excited. I am very excited for what that means for us going forward. iCarol and all the support from people is exactly what we need, so we are very grateful for its existence." - Jo, QLife staff

Mental Health Association of Frederick County
Frederick, Maryland, USA "After using iCarol for many years now, we can’t remember how we got along before the switch! Having real-time statistics and the ability to make changes to the data we collect allows us to be responsive to funders and our community. Thanks, iCarol!" - Suzi Borg, Division Director, Community Support Services

2-1-1 NorCal
California, USA "I just want to express gratitude to the iCarol team for providing us with user-friendly features (especially in working with records and data collection for reports) and timely, attentive customer service. Even with the high number of clients you serve, we have always felt valued by you! I also appreciate your openness to new ideas, and your work on delivering new features (such as Folksonomy and PDF's for PRD searches) in this ever-changing field. Thanks for all you do!" - Hayley Huttenmaier, Resource Specialist

California Coalition for Youth
California, USA "I just wanted to send a quick thank you note to everyone there at iCarol. This service has been a huge game changer for us since we started using it. Our counselors are better equipped and more empowered when answering calls. And I am continuously amazed by the platform as I stumble upon powerful tools that I hadn't yet used. This really is an amazing product. And the work y'all do to keep it running and relevant really does make a HUGE difference to those of us answering calls. Thank you from the bottom of my heart." -Teryn Heckers, Program Coordinator

Manitoba Liquor & Lotteries Winnipeg, MB "We began using iCarol in May of 2014, to capture our responsible gaming customer awareness and education services to casino customers. iCarol is a fantastic tool to track customer interaction data, allowing us to identify customer needs both in the short term and trends over time. The technical support to make changes to our tailor-made tool has been excellent as well." - Laura, Manager Social Responsibility Programs

NEED2 Suicide Prevention, Education & Support Vancouver, Canada "iCarol's Internal Chat is a valuable tool that has allowed us to connect with staff at other sites with ease! The simplicity of this Chat platform has decreased barriers to communication that our staff experience while working in different offices." - Maureen Elworthy, Manager

Kristin Brooks Hope Center Washington, DC, USA "iCarol's Internal Chat is definitely a much needed feature, as volunteers/staff in many agencies cannot communicate out loud during calls or chats, or are located far from each other, or even in different buildings/location. So it is a secure internal communication network." - Elena Butler

Crisis Center of Tampa Bay Florida, USA "The Internal Chat feature allows our Specialists to reach out to a supervisor or the resource staff for assistance without having to put a caller, who is in crisis, on hold. This is definitely a useful tool for those of us who are not all seated in the contact center. Thank you iCarol for always introducing new features to help with call handling, as well as reporting." - Cheryl Donish, Resource Coordinator

Mental Health Association of New York City
New York, USA” iCarol was one of the few systems we use that stood the test of hurricane Sandy and for that we are very grateful." -Gloria J., Senior Crisis Counselor

Kids Help Phone
Canada "Our migration to iCarol was the result of a thorough and rigorous vendor selection process of 11 potential vendors. iCarol excelled with completeness of functionality, technology maturity and affordability. We strongly recommend that any distress or counselling contact centre look closely at iCarol – we doubt you’ll find a better match!" -Ted K., VP of Information Technology

Columbia, Maryland, USA "You and your support staff are more like partners on the journey to help our clients than someone we do business with." -Brian Y, Director

Chimo Helpline
Fredericton, New Brunswick, Canada "iCarol has been phenomenal for Chimo. Thanks for creating a program designed FOR crisis lines." - Lindsay M, Exec. Director

California 2-1-1
State of California, USA "2-1-1 California’s network is pleased with its selection of iCarol as its new statewide data-sharing software solution. The plan to move 25 of our state’s 2-1-1s from operating on several different software programs to one solution has been well organized and executed. Everyone from iCarol’s tech support to management has been responsive and supportive throughout the entire process." - Lilian C., Program Manager

Maryland 2-1-1
State of Maryland, USA "The commitment to providing excellent customer service is the hallmark of iCarol." - Saundra B, Director 2-1-1 Maryland at the United Way of Central Maryland

211 Canada
Canada "We’ve been very impressed by the responsiveness and professionalism of the whole iCarol team. Deploying one software solution for 211 Canada-wide poses many challenges. These have been tackled both creatively and sensitively by a company truly committed to help us take 211 to an entirely new level." -Bill M., Executive Director

Crisis Center / 2-1-1 of Tampa Bay
Florida, USA "Our experiences with iCarol have been outstanding and we highly recommend iCarol." - Debra H, Director

Montana 2-1-1
State of Montana, USA "We have found the iCarol system very easy to use and are pleased with the many features that make the call, center managment and reporting much easier." -Jim M., Director"One year in to using the iCarol, we are really pleased with it. Your people were very thoughtful in how they approached our specific needs and we now have a system that is incredibly streamlined and efficient without having had to compromise on our specific requirements." - Casey G, Program Manager

Montana 2-1-1
State of Delaware, USA "We have found iCarol to be exceptionally responsive to our needs. The program is easy to use and well liked by our information and referral specialists." -Patty B, Director

Baton Rouge 2-1-1
Louisiana, USA "iCarol did an incredible job of making our transition to their system seamless." -Aaron B., Director of Advancement

United Way of Northeast Louisiana
Louisiana, USA "We are in the middle of Hurricane Isaac and getting hammered hard. iCarol is working wonderfully well for us." -Jan W., Director

Monterey 2-1-1
California, USA "This has been a pretty simple transition [from their previous software]. I am very impressed with your customer service and quick turnaround. Most transitions are slow, painful, and require hours of crosswalks and data analysis. You came in with a plan, took our data and have made it work. I am thrilled to tell anyone who asks that this has been an easy transition." - Joan C, Resource Manager, 35 years of I.T. experience

Sacramento 2-1-1
California, USA "I have the highest opinion of what you’ve been able to accomplish for us, and the style in which you’ve carried it out." - Barry, Resource Manager

San Luis Obispo 2-1-1
California, USA "The iCarol team has been supportive and responsive in our transition, we’re looking forward to utilizing the features and tools that iCarol provides; having all the centers in our state using the same software will help us as a network to be stronger and perform better." - Kara E, Program Director

Ventura County 2-1-1
California, USA "Moving to iCarol has given us valuable tools that are helping us strengthen the service we provide to our community. It’s a pleasure to work with a database vendor so open to developing their own product and who really gets what we do." - Tanya V, 2-1-1 Director

Nevada County 2-1-1
California, USA "Your organization has been one of the most proactive and helpful organizations that I have worked with and that has been a great experience for me and my staff. " - Tim G., Program Director

Kings County 2-1-1
California, USA "I’d like to thank you and your staff for all of the effort that made for a smooth transaction " - Fedieson L., 211 Coordinator

Humboldt County 2-1-1
California, USA "Thanks a million for going the extra distance and helping us get this rolling." - Andy A., 211 Director

211 British Columbia
Province of British Columbia, Canada "Can't say enough about how responsive your team has been." -Myrna H., Executive Director

211 Alberta
Province of Alberta, Canada "We definitely recommend iCarol. Their amazing team bent over backwards to customize our call tracking and resource information needs. Very well done! " -Lauri M., Supervisor

Distress Centre
Calgary Alberta, Canada "Just wanted to say what a pleasure its been to work with you and your team on all of this." -Paul B., Operations Manager

Gryphon Place
Kalamazoo, Michigan, USA "We use iCarol for some of our contracts. It is the best piece of software that we use. Their support exceeds that given by the other vendors in the I and R world." - Bill P, Executive Director

Samaritans of Horsham and Crowley
Horsham, United Kingdom "I have no hesitation in commending iCarol to other branches." - Roger, Caller Care Deputy

Brighton and Hove Samaritans
Hove, United Kingdom "We are all really pleased to have such a fab system and all your great support is much appreciated!" - Nikki F, Program Director

The Trevor Project
Los Angeles, California, USA "iCarol is fantastic! Our volunteers love it. All call centers could benefit from iCarol." - Brian G, Program Director

Didi Hirsch Suicide Prevention
Los Angeles, California, USA "iCarol is the most innovative and comprehensive software for help lines. Their team has been incredibly easy to work with." - Lyn M, Director

CONTACT The Crisis Line
Jackson, Mississippi, USA "The savings in manpower are phenomenal. The iCarol staff have been wonderful to work with." - Peter M, Executive Director

NW Arkansas Crisis & Intervention Center
Springdale, Arkansas, USA "It takes only minutes to pull comprehensive statistics. This saves time and money." - Shelby C, Executive Director

Distress Centre of Peel
Mississauga, Ontario, Canada "Very professional. Brings us up to date." - Henry, Volunteer

London, United Kingdom "The volunteers really like it, and it's really easy to use!" - Beth P, Helpline Coordinator

Cancer Care Connection
Delaware, USA "I can use iCarol with ease. It is so user friendly and intuitive." - Janet T, Program Manager

Mental Health Association of Montgomery County
Maryland, USA "iCarol is fabulous and super easy to use. My older volunteers learned in no time! Also the staff is very responsive and is happy to tailor things to your center’s needs." - Rachel L, Director

Community Crisis Services
Hyattsville, Maryland, USA “I was skeptical about switching to another data program that wasn’t going to do what we really needed to do - iCarol isn’t like that. Its customizable and awesome to work with. All our volunteers and staff love it and scheduling and supervision have never been easier.”- Tom B, Deputy Director

Contact Helpline
Columbus, Mississippi, USA "We really love the system and are using less and less paper on call reports. iCarol support is really good and fast to respond to emails and correcting issues." - Lindy T, Executive Director

Chimo Crisis
Richmond, British Columbia, Canada "People love the iCarol system. I am delighted that it has worked out so well for us!" - Joan C, Executive Director

Scottsdale, Arizona, USA "We found our migration to iCarol and the ease of the system itself was smooth and without angst. We have been extremely satisfied with this product and the accompanying customer service." - Susan S, Executive Director

Portage Path Behavioral Health
Akron, Ohio, USA "You all are wonderful. So responsive and easy to work with. Terrific!" - Barb M, Hotline Director

MHMRA of Harris County
Houston, Texas, USA "I must say that using iCarol actually improved my calls. It was easy to use and flowed well." - Janice C, Assistant Director

Crisis Society
Nanaimo, British Columbia, Canada "Transitioning from our old software has been made easier by the iCarol support team. Their response to email support is timely and very helpful, and they have the ability to communicate technical issues clearly to non-technical staff." - Liz N, Executive Director

Dial Help
Houghton, Michigan, USA "Ask anyone here in our office and you will know I can talk all day about how incredible iCarol is." - Kevin W, Program Director

Wilmington, Delaware, USA "iCarol is particularly robust and user friendly." - Elizabeth M, Assistant Director

CONTACT of Burlington County
Moorestown, New Jersey, USA "This iCarol thing seems to be at last a 21st century communication avenue that is 100% better than our previous system." - Volunteer

Mental Health of Indianapolis
Indianapolis, Indiana, USA "We have been using iCarol for almost two years. We love it!" - Elizabeth B, Executive Director

Family and Child Services - ContactLifeline
Albany, New York, USA "iCarol helps centers organize everything from schedules to communications to call report to stats, in a very user friendly format that anyone can easily learn to use. They have great, responsive customer service." - Jill O, Director

Contact Altoona
Altoona, Pennsylvania, USA "Having the ability to see a real time status update of today's scheduled calls and quickly identify any incidents or issues has improved our service commitment to our callers." - TerriAnn G, Executive Director

The Help Center
Bozeman, Montana, USA "iCarol’s Outbound Calls features allows our staff and volunteers quick and easy access to our Telecare client list, homebound seniors whom we call daily for a check-in and medication reminders. We love it." - Kate R, Program Manager

Winnipeg, Manitoba, Canada "Have we told you lately that we love iCarol?" - Lorraine P, Assistant Director

London Lesbian and Gay Switchboard
London, United Kingdom "From initial contact to implementation the staff at iCarol have been fantastic. The transfer of existing data went smoothly and the support we have received throughout the setup process was excellent. Our volunteers find iCarol easy to use, the reports it can produce are invaluable and it has enabled us to move into the area of ichat through the Instant Messaging module. Above all the friendliness and responsiveness of the staff team are what sets iCarol out from the rest - their aim is to make sure iCarol works for you in the way you want it to work." - Joe L, Co-Chair

Access to Care Hotline, Kern County Mental Health
Bakersfield, California, USA "The iCarol program is incredibly user friendly and has helped our call center with simplifying scheduling, enhancing our data management, and creating a comprehensive resource database. We could not be more pleased with the product or the fantastic customer support!" - Meghan B, Supervising Clinician

National Alliance on Mental Illness, Orange County
Santa Ana, California, USA "iCarol is easy to use, comprehensive and extremely secure. Everyone involved loves it" - Nancee, Executive Director

Family Counselling Centre - Distress Line
Sarnia, Ontario, Canada "Just want to express my appreciation to you for the support and direction provided to me by your staff. I’m loving iCarol more and more each day." - Donna, Executive Director

Connecticut 2-1-1
United Way of Connecticut, USA "The iCarol team was very attentive to our transition needs from RFP to implementation. Our dedicated iCarol project manager for the transition was a pleasure to work with and did an excellent job of keeping things on track!" - Tanya Barrett, Senior Vice President

Connecticut 2-1-1
United Way of Connecticut, USA "We are happy to report that the transition to iCarol is complete and we want to compliment Neil and Shelley and the whole iCarol staff on their responsiveness with assisting us throughout this rigorous process. Whenever we had an issue, they were right there to assist with answering our questions, clarifying system functions, providing training, and implementing changes that were requested, whenever possible.
Our Call Center and Information Services staff’s transition to iCarol went smoothly, which was most positive also.
Thank you, iCarol!" - Theresa Baylock, Information Services Manager

Common Ground
Pontiac Michigan, USA "I'm a BIG supporter of giving credit where credit is due. You guys have been a HUGE impact on the success of our chat/text program. =)" - Jennifer James, Crisis Chat and Text line Coordinator

Florida Council on Compulsive Gambling
Florida, USA "The transition from our old system to ICarol was seamless. They are very professional and cater to non-profits. We now have Live Chat, Text and Phone in one database. This really makes it easy on the clients as they can choose which way they want to contact us for assistance. It also makes it easy on the Specialists as there is only one platform that they need to use in order to help people." - Brian Kongsvik, Director of HelpLine Operations

Distress Centres Calgary
Alberta, Canada "Big thanks to iCarol for the new call report editor tool. With this powerful new tool, we'll be editing our call reports in-house reducing the number of times of having to reach out with support. iCarol has put a lot of thought into the tool, and this will help all clients in managing their call reports within iCarol." - Raymond Wong, Senior Systems Analyst


Kids Help Phone
"Our migration to iCarol was the result of a thorough and rigorous vendor selection process of 11 potential vendors. iCarol excelled with completeness of functionality, technology maturity and affordability. We strongly recommend that any distress or counselling contact centre look closely at iCarol – we doubt you’ll find a better match!" -Ted K., VP of Information Technology

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