Customer Experience Software

The pricing is a bit high. I started with the Growth plan, which included 5,000 emails and 1,000 lead uploads, and I'm currently using the Hyper Growth plan with 125,000 emails and 25,000 lead uploads.

However, my current requirements fall somewhere between these two packages.

A pay-per-lead upload model would be better suited to my needs. That said, it's great that if you explain your situation and request a coupon, they provide a 10% discount code on your billing. Review collected by and hosted on G2.com.

As an India-based small agency owner, Instantly has helped me connect with potential clients in the US and grow my business virtually. Review collected by and hosted on G2.com.

No downside. Have yet to experience any major issues with Birdeye and I use it almost every day! Review collected by and hosted on G2.com.

Enables our business to hear first hand from clients what we are doing right, and what we are doing wrong. This gives us an opporutinity to fix issues, thank the client for their feedback, and post positive reviews on our website. Most new clients will read reviews to decide where to take their business, and quick replies from the business are a sign that we care what our customers think. Birdeye makes this easier to do with their timely communication. Also has AI generate responses which are relevant and will written and are very helpful when you can't always think of something to reply to a client review, and even helps with negative client reviews. Review collected by and hosted on G2.com.

Honestly, the only thing I dislike is the fact that you can't have two people logged into the same account at once. Review collected by and hosted on G2.com.

I manage accounts for 10 different car dealerships, so Sprouts organizational capabilities go a very long way in helping me schedule, analyze and post content across all the stores. Sprout's reporting also provides much more detail than the native reporting from the platform, allowing me to analyze my strategy in greater detail. Review collected by and hosted on G2.com.

Nothing major other than there are a lot of Americanisms in the copy and if there are multiple people speaking through 1 laptop in a group meeting it doesn't know who is speaking so Fathom assumes it's the person who's team login is. Review collected by and hosted on G2.com.

Having severe to profound hearing loss, it's allowing me to follow the calls without having to write my own handwritten notes and then missing valuable conversations when I look away from the screen Review collected by and hosted on G2.com.

The only thing I don't like about hubspot is they don't have the segregation methods as per the DNP and on hold colomns because it will be difficult for us to understand. if we want to do that that is very difficult as we have to put them in different stages name Review collected by and hosted on G2.com.

Hubspot marketing hub solving all the problem we can set in automatic mode and we can actually work on our marketing data the remaining it will go automatically that's what I like about hubspot and it helps us to save our time and maine concepts of marketing hub Review collected by and hosted on G2.com.

We are using Web Suite and Architect tools, and both have different analytics dashboards. It would be good to have one consolidated dashboard that would help us make better marketing decisions. Review collected by and hosted on G2.com.

Our cart abandonment rates were high. We were looking for a solution that could help with a data-driven approach to build result-oriented campaigns. Insider’s team suggested Architect, Smart Recommender, and Web Suite tools. We used the template library, which reduced the time to build the campaign drastically.

Smart Recommender benefitted us with its variety of recommendation algorithms to personalize products for each user on the checkout page.

The architect reduced our time and efforts in deciding the best channel option for each user. So reaching out to customers at the perfect time was possible. Using all three tools, we decreased our cart abandonment rate. Review collected by and hosted on G2.com.

I'm using this sales cloud for the past 2 years and i havent seen any lag or defect in this product. Review collected by and hosted on G2.com.

Day by day sales cloud helps our customers in increasing sales efficiency and sales growth. Through sales analytics it helps us to customize/enhance our business products to get reach in high level. Eventhough its providing a path to provide a support for those products as well via work order creation and assigning immediate technician to get that fixed. Sles cloud really helps our ORG to increase productivity and better relationship among customers. Review collected by and hosted on G2.com.

It would be usefull if the real time playback would be even faster - would help in our customer support Review collected by and hosted on G2.com.

I am resolving online banking problems for customer. It could be zelle, bill pay, online wires, and other online related topics. I am helping our customers with online navigational steps, sometimes also detecting when the system is down or experiencing issues. I am able to see the errors customer gets, I am able to see the problems customers are running into, also I can see settings like if the customer screen is too zoomed in that can cause issues as well. Review collected by and hosted on G2.com.

One drawback of Freshdesk is that its advanced features can be complex to set up and may require additional training for the team. Additionally, the mobile app has limited functionality compared to the desktop version, which can sometimes lead to delays in customer support. Review collected by and hosted on G2.com.

Freshdesk streamlines customer support by centralizing inquiries from multiple channels into one platform, reducing response times and improving issue resolution. Its automation features handle repetitive tasks, freeing up the team to focus on complex customer needs. This has led to increased team productivity, better customer satisfaction, and more efficient management of high support volumes. Review collected by and hosted on G2.com.

They still dont have a way to show how much your pipeline has increased or decreased over time. For example, if I just wanted to see how many dollars were added in a single month, this tool cant do that. There are a lot of clunky work-arounds but they still wont give you the exact data you are looking for. Review collected by and hosted on G2.com.

A one stop shop that gives me almost everything that I need to run my sales organization. I can track overall sales pipeline and the individual metrics for each of my sales reps. Review collected by and hosted on G2.com.

Customer portal visual customizations could allow a little bit more :)

Would love to see way to integrate with Clockify to automatically track time on tickets - I know Zoho has this option, but we're using Clockify as our main time tracking system to track time over all projects, not only support. Still need to explore other Zoho products - perhaps there's a way to use one of Zoho tools to track time globally. Review collected by and hosted on G2.com.

First of all we recently signed few support contracts and need arised to have a support portal where we can communicate and work with our customers. The main goal was to give customers a way to share with us issues and create tickets. And from the customer perspective they needed to be able to track and audit all tickets and have a historical view on what has been done and what issues they had. Zoho Desk provides us all of that and fulfills all the requirements. We have a system to work with client, monitor SLA and more. Customers, on the other hand, have a full view on all tickets with its full history to have an audit trail and progress that has been made. Review collected by and hosted on G2.com.

I would love some more native integration with other common sales channels, for example LinkedIn. Review collected by and hosted on G2.com.

Our sales team relies heavily on using the phone in our sales funnel, and the auto dialer feature of Close really added some quality of life. Together with the smart views we are able to call exactly the leads we want to reach without much effort. Review collected by and hosted on G2.com.

The only two downsides would be the cost and the calls from sales support. The cost is a little high if you are a smaller company or just one or two on a sales team. But there is still a lot that you can do without having to pay for credits.

The calls from sales support are a downfall because you click on a feature you don't have access to and someone calls to see if they can get you to add on to your plan. I get it, they aren't pushy, just a slight inconvenience. Doesn't take away from the effectiveness of the program! Review collected by and hosted on G2.com.

As a sales representative tasked to cold call and grow a book of business, getting accurate information on leads in a timely manner is crucial. I don't have a lot of time to just map out and research a bunch of companies. Apollo brings the information right to me and provides effective ways to reach those contacts all within the same program. The amount of time I save with this program is incredible! Review collected by and hosted on G2.com.

Nothing, I really enjoy it now that I know how to use it. I'm glad that we made the switch. Review collected by and hosted on G2.com.

Multi-Location, being able to make one post and it's posted across all our social media. The main great problem solver is time management, frees up my time. Easy to use, definitely a learing curve as with all new software. Review collected by and hosted on G2.com.

Took me a few days to get the hang of all the features but once I did I wondered how I ever managed without it. Review collected by and hosted on G2.com.

Without CrmOne I’d be missing follow ups left and right losing potential customers and probably pulling my hair out trying to keep track of everything manually. Review collected by and hosted on G2.com.

Salesforce Service Cloud is a very good platform, but requires a lot of add-ons for what I would have considered basic functionality, such as quote formatting. All of these add-ons are often all priced per user, so costs quickly rise depending on the number of users that you have on the Salesforce Platform. Review collected by and hosted on G2.com.

Receiving, logging, tracking customer complaints, complaint documentation, complaint images, complaint specific and both sort term and long term complaint resolutions. Review collected by and hosted on G2.com.

It could be more speed up.Efficiancy could be more improve.Convin took extra time to learn Local language like Kannada,Tamil and Telugu.But for HIndi And english its the best. Review collected by and hosted on G2.com.

Convin is helping us on auditing the calls very easly .And it also concentrate on the quality check of agent like opening closure of call.When we do manual audit on convin and if we add up something new convin want us to right the point why we are disagree with convin point.And next time convin get his error correct Automatically. Review collected by and hosted on G2.com.

The functionality can be glitchy, I often have issues logging in or my scores not saving / being logged out whilst working. Review collected by and hosted on G2.com.

Identifying areas for development for my team members that I would have to record manually if not. It therefore saves me a lot of time due to the ability to track an individuals performance across a specific period. As we move on to new processes duing a period of change in the business, the platform allows us to identify themes and trends in quality score drops so we can identify these and amend training to fix issues early. Review collected by and hosted on G2.com.

I would say for now that there isn't a ton of things that I don't like. I would love to make a suggestion. Create a tool that helps you identify behavior and personality traits that best suit a team environment. That way you could knock out all competition. I'd love to be able to compare in depth for my clients the types of personalities that fit better on their team than others. Review collected by and hosted on G2.com.

BUSINESS DEVELOPMENT! I do NOT like selling. I am an operations leader and I enjoy leading but selling is not my forte. However, with Humantics it doesn't feel like I am selling by myself. For instance, I can find out the best email approach or inbox message to leave someone even if I have never met them a day in my life.. and it actually works! Recently I gained a client's 100% trust that I wanted to find the RIGHT FIT based on presenting them the HUMANTICS tool in combination with their ideal candidate's personality/behavior traits. It was an $11K contract! Review collected by and hosted on G2.com.

The features of Playvox are awesome and I dislike nothing about Playvox. Review collected by and hosted on G2.com.

This tool helps us to track and improve the individual and team performance.

It also helpsto improve customer satisfaction through consistent service quality. Review collected by and hosted on G2.com.