Complaint Management Software

Sprouts’ note-taking system leaves a lot to be desired. Notes can be difficult to find—for example, you have to open the entire user tree to see active notes, or you have to use the Case system, which our team doesn’t use except for VIP users. Review collected by and hosted on G2.com.

Sprout helps us maintain an early warning system to monitor all of our social media channels when updates go out, and it also allows our marketing team to easily track sentiment around new releases or updates. Review collected by and hosted on G2.com.

Has two views for the dashboard: one basic view to enable raising tickets and another is an agent view to get details about various things about tickets, in-depth details, and dashboard customization services. Despite this, it can have two different links so that users can use either one as required. Also, we can offer users the one specifically used by their designation. Review collected by and hosted on G2.com.

ServiceNow provides an interface for users to raise incident tickets so that notifications about a production issue in the application will be highlighted within the organization, hence a tracker maintenance solution is provided. Also, the ticket status and where the SN call is pending or the concerned team when work is done or halted, a message can be provided within the flow of the ticket itself, which is a good user interface. So, as operation engineers, we can easily identify the root cause and suggest solutions to respective teams to tackle or resolve the issues. Review collected by and hosted on G2.com.

I don't believe our company has as much need for most of the Birdeye features so there's not a large return on our investment making pricing a bit challenging for us. I do think there's a lot of support offered and very convenient AI programs integrated into Birdeye that we could look into taking more advantage of in the future as our business continues to grow and develop. Review collected by and hosted on G2.com.

Birdeye has been great at keeping track of review links sent, what reviews have been received and keeping me informed of when they arrive, what they say and allowing me to communicate with our clients. Having all of this occur on one website directly is extremely efficient for us. Review collected by and hosted on G2.com.

I don't find the review tab to be particularly useful. It tends to lag behind by at least a day and I prefer to respond to reviews faster than that. The suggested prompts are also very bland and impersonal. I understand why this is but I work at a small family owned business and we prefer to be very hands on and personal with customers. It is important to the owners that any review, positive or negative is responded to quickly and personally and the review feature in SOCI just doesn't allow for that. Review collected by and hosted on G2.com.

SOCI is a huge time saver when it comes to scheduling social media posts. Rather than having to come up with new ideas for posts every day I am able to set aside a few days a month to invest in curating content and then not have to think about it. Review collected by and hosted on G2.com.

Sometimes the responses can be too general or miss specific details, so improving accuracy and context would help. There is a need to improve response accuracy, speed, and context awareness, especially for specific customer concerns. Review collected by and hosted on G2.com.

Agentforce Service helps me automate repetitive tasks, provide faster customer support, and offer agents the right information quickly, improving efficiency and customer experience. Review collected by and hosted on G2.com.

Initial setup takes some effort: configuring automations, workflows and custom fields has a learning curve, so getting everything tuned for our support, IT and QA teams took time. The app can also feel slow at times, especially when loading large ticket views or reports. Some useful features are only available on higher pricing tiers, which makes it harder to justify for smaller teams.nothing as such, nothing as such, nothing as such Review collected by and hosted on G2.com.

Before Zoho Desk, customer queries, internal IT requests and bug reports were scattered across email, chat and phone calls, and things regularly slipped through the cracks. Now every request is logged and tracked in one place, so nothing gets lost. Automatic routing and SLA rules have made our responses noticeably faster, and the dashboards give managers clear visibility into workload, backlogs and team performance. It has also made handoffs between our QA and development teams much smoother, since bugs and fixes are tracked clearly from report to resolution. Review collected by and hosted on G2.com.

While Zendesk is extremely feature-rich, the initial setup and configuration can feel complex and take a significant amount of time. For new administrators, there’s a steep learning curve—especially when trying to customize workflows and triggers—which can slow down the rollout and delay deployment. Review collected by and hosted on G2.com.

We used to spend hours manually routing tickets and answering the same repetitive questions. Zendesk solved this by allowing us to set up automated workflows, macros, and a robust self-service Help Center. As a result, we've successfully deflected a large portion of our incoming tier-1 tickets, freeing up our support agents to focus on more complex customer issues and reducing our operational costs. Review collected by and hosted on G2.com.

Some issues require site visits which have nothing to do with RMM. Review collected by and hosted on G2.com.

A lab PC is three months behind on Windows updates and failing a compliance check. Patching pushes the missing updates after hours, confirms they installed, and clears the flag without a campus visit. A front-desk machine is frozen mid-enrollment. Remote control puts you on the session in about a minute, you kill the stuck process, and the adviser stays on the phone with the applicant. Disk space on a shared workstation hits the alert threshold before the user notices. You clear the cache and the temp files from the console. The ticket never gets written. A laptop drops off the network overnight. The agent shows it last checked in, whether it is online now, and which switch port it was on. You know if it is asleep, unplugged, or actually down before anyone drives over. Review collected by and hosted on G2.com.

Getting the best out of the more advanced features, like automations, SLA management and workflow rules, takes more admin effort than we'd like, and new staff often need refresher training. Some newer capabilities, especially AI features, seem to be moving to add-ons or usage-based pricing, which makes budgeting harder for a non-profit on a fixed annual budget. Review collected by and hosted on G2.com.

We support many applicants, parents, students and partners, often in short, intense windows. Freshdesk gives us structured queues, assignment rules and a full ticket history, so we respond faster and more consistently, and we can see volumes by team. That has made us more accountable to the young people we serve and has cut down on lost or duplicated emails. Review collected by and hosted on G2.com.

Nothing has been difficult to work with in it. Review collected by and hosted on G2.com.

ReputationStacker has been a very good fit for our organization. We are getting more reviews than we used to by far, and they tend to be more detailed, which gives prospective families a much better sense of what the care experience is actually like. The feedback is also useful internally because it helps us recognize staff who are doing an especially good job and catch areas where we may need to improve communication. Review collected by and hosted on G2.com.

A few things frustrate me. Customer support replies often read like AI wrote them. They’re generic and sometimes miss the actual question, so getting a real answer can take several back and forths. I also see duplicate emails come through, which is confusing and makes it hard to tell whether a message is new or one I’ve already handled. Shared inboxes can feel unclear too. It isn’t always obvious who can see what, or whether a teammate is already working on a thread, so I worry about overlap or something private being visible to the wrong person. Finally, it’s expensive, especially once you add users and need the Productive plan to get the features that matter. The pricing adds up fast for a small team. Review collected by and hosted on G2.com.

I run operations across several businesses, including sponsorship partnerships for a creator brand, property management, real estate, and a travel advisory practice. Before Missive, those conversations lived in separate inboxes. Things slipped through the cracks, and finding the full history of a deal or a tenant issue took too long. Missive puts every account in one place, so I can see an entire conversation, comment internally with my team, and hand off threads without forwarding emails around. Pairing it with Claude has been the biggest win. I can pull up the context of a negotiation and get a draft reply ready in minutes instead of digging through old threads. The result is faster response times with partners and tenants, fewer dropped balls, and a lot less time spent managing email. Review collected by and hosted on G2.com.

The main drawbacks of Splashtop Remote Support, in my view, are its tiered pricing structure and its slightly dated user interface. The pricing model can be frustrating because it puts essential features—such as unattended Android access and advanced reporting—behind higher-cost plans. On top of that, managing a large number of endpoints can feel a bit clunky if you don’t have dedicated RMM integrations in place. I also found the initial macOS permissions setup to be more manual than expected, requiring a few extra steps before everything works smoothly. Review collected by and hosted on G2.com.

Splashtop Remote Support addresses the challenge of troubleshooting remote devices quickly, without the burden of expensive per-agent licensing. For our team, this means we can avoid on-site travel, resolve tickets faster thanks to reliable unattended access, and let unlimited technicians support users smoothly without driving up software costs. Review collected by and hosted on G2.com.

There is honestly nothing major to dislike. The platform performs exactly as expected, and we haven't encountered any significant drawbacks or pain points in our day-to-day use. Review collected by and hosted on G2.com.

The biggest problem monday.com solves for us is keeping everyone aligned during complex rollouts. We use it extensively for cross-team collaboration, but where it truly shines is during software onboardings with external providers. Instead of managing these rollouts through messy email chains or static spreadsheets, we use shared boards to collaborate directly with our software vendors. It gives us a unified space to track progress, resolve blockers, and manage timelines together. Review collected by and hosted on G2.com.

Liftify seems best suited to businesses that have multiple locations but I can see an application for many types of businesses here. Review collected by and hosted on G2.com.

Marketing will continue to rely heavily on reviews, and perhaps even moreso as AI / Intelligence continues to intervene in search. The companies who have tapped into this resource will be rewarded. Review collected by and hosted on G2.com.

There are still a few areas where we'd like more flexibility, especially around reporting and automation. Review collected by and hosted on G2.com.

The biggest thing for us is that we're not having to manage tickets through emails and spreadsheets anymore. Most of the process is in one place, and the newer automation and AI features are gradually taking some of the manual work away Review collected by and hosted on G2.com.

Since CommBox is such a comprehensive and powerful platform with so many features, the initial learning curve can be a bit steep. It takes some time to fully explore every capability and automation available, but once you get the hang of it, the results are definitely worth the effort Review collected by and hosted on G2.com.

Before CommBox, our main challenge was the limitation of our operating hours. We were losing potential leads and leaving customer inquiries unanswered during the night or weekends. As a growing business, we couldn't afford to have a 24/7 live team, but we also couldn't afford to miss those opportunities in a competitive market.

CommBox solved this by providing a robust automated system that handles interactions 24/7. We now capture every single lead, even when our team is offline, ensuring no opportunity slips through the cracks. It has allowed us to scale our operations and improve our Customer Experience. It has honestly made our business more efficient and our brand much stronger. Review collected by and hosted on G2.com.

Notion sync isn’t real time. New pages take a while to be searchable by the agent. If we ship a fresh runbook in the morning the AI doesn’t know about it until later that day. Review collected by and hosted on G2.com.

it helped me to deploy AI for my entire company and reduce the volume of request my team used to receive Review collected by and hosted on G2.com.

Campaign segmentation could have a few more filters. Review collected by and hosted on G2.com.

One place for feedback, retention campaigns and review generation, so we can show clients a clear link between customer experience and repeat revenue. Review collected by and hosted on G2.com.

Some parts of the user interface can feel a little clunky, and certain tasks aren't always as intuitive as you'd expect. There's a bit of a learning curve when you're first getting started, but once you become familiar with the layout and workflows, it works well overall. A few improvements to navigation and usability would make the experience even better. Review collected by and hosted on G2.com.

HubSpot Service Hub helps us keep customer support organised by centralising tickets, customer information and previous interactions in one place. This makes it easier to track outstanding issues, manage follow-ups and maintain continuity across the team.

As a new employee, one of the biggest benefits has been Breeze AI. Instead of spending time searching through old tickets or asking colleagues questions they've answered countless times before, I can quickly find relevant information and previous resolutions. This has helped me get up to speed faster, resolve customer enquiries more independently and reduce the time spent on repetitive administrative tasks. Review collected by and hosted on G2.com.

Some reports in the inventory area, especially those related to software, can still evolve. Expanding these analyses would provide a more complete set of information, facilitating the centralization of tools and improving IT asset control. Review collected by and hosted on G2.com.

Milvus has been fundamental for the continuous evolution of my support. Through dashboards, reports, and detailed monitoring of the services, I can identify patterns, map recurring failures, and act more strategically on the root cause of problems. This allows us to move from a merely reactive stance and work on neutralizing recurring incidents, increasing team efficiency, improving SLAs, and enhancing the quality of service provided to users. Review collected by and hosted on G2.com.