OvationCXM Reviews & Product Details

Boomtown is great. I love how it has everything we need in a single place. We use email, chat, and phone to help customers but also use chatbots, have a knowledge base, and use online forms and schedulers to capture information and set meetings. We don’t need to get a bunch of other products to work together. That being said, they still have a number of integrations available. We have our phone system (8x8), Slack and Salesforce all hooked up out of the box. Their onboarding and support teams are fantastic. Review collected by and hosted on G2.com.

There’s a lot of functionality so it takes time to set it up just right and take advantage of it all. It’s pretty easy to learn and get using it, but there’s definitely a lot more we could do with it that we aren’t taking advantage of. Review collected by and hosted on G2.com.

Boomtown has saved me and my sellers numerous times when it comes to tricky network setups and helping to push my accounts across the finish line (sometimes at a moment's notice). You all make such a big difference in my work since you help to connect the dots for those network issues that I am not an expert on. Also, I appreciate the speed and professionalism Boomtown takes with each of my sellers. I send most of my sellers to Boomtown since I know the job will get done the first time correctly, and if it's not, it will get fixed. Thank you for all you do, Boomtown! Review collected by and hosted on G2.com.

Sometimes there is a little inconsistency when it comes to the level of knowledge the techs have on my specific Square for Restaurants product, but luckily I have already taught my sellers how to navigate the app long before a tech arrives onsite. Also, if I could think of anything else I would want from this product, it would be more resources for my sellers when it comes to trusted networking equipment like switches, routers and access points. Some of them have original equipment that is very old, and it would be great for you all to push them to update that stuff more consistently. Otherwise, keep doing what you do! Review collected by and hosted on G2.com.

Speed, Communication, Quality, Professionalism. Boomtown constantly delivers on providing a quick response, a quick turnaround, and almost always technicians who are professional and knowledgeable. They also allows to solve both onsite and remote problems. I can say with confidence that no matter if the work is scheduled a month out or day-of, the quality and knowledge is there, as is a positive attitude and general timeliness. Review collected by and hosted on G2.com.

Reliability, lack of deep product knowledge. Outside of the occasional problems with techs (showing up late, etc.) The only thing I would improve about Boomtown's current offerings would be the ability to delve deeper into the product they are working on. As an Implementation Lead, I encourage my direct reports to use Boomtown whenever possible to resolve technical problems during setup or troubleshooting. However, we almost always need to follow up with the clients afterwards and makes sure the software settings are set up correctly, even after the hardware has been set up to ensue that item / ticket routing to printers are done correctly, as that is not part of the current scope of work for Boomtown. If Boomtown techs could spend more time working with clients to ensure proper item routing, it would save lots of time and aggravation. Review collected by and hosted on G2.com.

Product knowledge. When we hire Boomtown's services, myself and my clients can rest with ease knowing they're receiving a professional touch with superior results. Further, their team consistently goes beyond out of their way to lend a helping hand outside of direct requests. For example, if I have a question whether peaked by curiosity or because I'm in a pinch, they never cease to step in with a helpful hand and great insights.

Additionally, their flexible availability has been another one of their their biggest wins. If you've worked with restaurants, you know the availability from one to the next is never consistent. Nonetheless, their team is always able to come through and accommodate. Review collected by and hosted on G2.com.

Consistency. While most of the experiences they offer are incredibly helpful, there are the occasions where a technician may show up late, unprepared for the requested work order, or may have limited product knowledge. While these instances are not super common, this is definitely an opportunity for growth. However, in these scenarios Boomtown has been extremely receptive to feedback. Review collected by and hosted on G2.com.

Boomtown allows our staff to work more efficiently with our customers. If we aren't able to diagnose a technical issue, we can easily ping the Boomtown Support team either using their cloud-based dashboard called Relay, directly from the merchants POS or smart terminal, or through their app. Their team gets alerted instantly and our customers can expect a resolution quickly. Review collected by and hosted on G2.com.

Some organizations might be fearful that they are no longer owning the merchant relationship. This hasn't been an issue for our organization because we don't want to build out the 24/7 tech support infrastructure. Instead, we operate our in-house support from 8am-5pm CST. Review collected by and hosted on G2.com.

The onboarding, training and customer service teams are top-notch ensuring that you and your team get up to speed with all aspects of the platform quickly and correctly. Being able to customize and automate outbound communication, have a detailed CRM, be able to analyze leads' property searches and measure and report on agent accountability/lead strength/property details is invaluable. Review collected by and hosted on G2.com.

Their WordPress integration is locked down - it would be ideal if they loosened some of those restrictions allowing for a more fully-featured WP site. Review collected by and hosted on G2.com.

Boomtown has helpful support and they really take the time to try to solve problems. They go above and beyond to make sure the customers are taken care of. Review collected by and hosted on G2.com.

I don't love their mobile app but it is getting a face lift soon so I am expecting big things Review collected by and hosted on G2.com.

The App and the Relay is very nice but it can be confusing to understand and my relatives from out of state got one and are having trouble connecting with me. Review collected by and hosted on G2.com.

It doesn't work if you don't have the app actively open on your phone (or if the screen shuts off). Review collected by and hosted on G2.com.

I liked how easy it was to hook into other data sources (Salesforce) and my team has found the JIRA integration especially useful. I'm impressed by how many relevant, useful integrations there are available. Review collected by and hosted on G2.com.

There was a bit of a learning curve compared to other CS platforms I've used. Review collected by and hosted on G2.com.

• Easy to use – simple interface

• Automation that actually helps

• Great onboarding and customer service whenever I need help

• Bots are awesome

• Easy multi-tasking

• Single queue makes it easy to manage all conversations

• Team chat makes it easy to work with vendors

• Easy pre-built integrations to other systems and good APIs

• Detailed reporting across team performance and ways to make operational improvements

• Nice not having to pay per user so the entire team can be on it and work together Review collected by and hosted on G2.com.

• So many functions sometimes it’s hard to use them all, but once you learn it it’s great.

• The bot building interface takes a little bit to get used to it

• More flexibility in the platform would be nice (custom views, etc.)

• Reporting is robust, but I wish I had more control over it to create custom reports from scratch Review collected by and hosted on G2.com.