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Best Enterprise Conversational Support Software

Jeffrey Lin
JL
Researched and written by Jeffrey Lin

Products classified in the overall Conversational Support category are similar in many regards and help companies of all sizes solve their business problems. However, enterprise business features, pricing, setup, and installation differ from businesses of other sizes, which is why we match buyers to the right Enterprise Business Conversational Support to fit their needs. Compare product ratings based on reviews from enterprise users or connect with one of G2's buying advisors to find the right solutions within the Enterprise Business Conversational Support category.

In addition to qualifying for inclusion in the Conversational Support Software category, to qualify for inclusion in the Enterprise Business Conversational Support Software category, a product must have at least 10 reviews left by a reviewer from an enterprise business.

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G2 takes pride in showing unbiased reviews on user satisfaction in our ratings and reports. We do not allow paid placements in any of our ratings, rankings, or reports. Learn about our scoring methodologies.

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22 Listings in Enterprise Conversational Support Software Available

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Salesforce Service Cloud
(7,199)4.4 out of 5
Optimized for quick response
View top Consulting Services for Salesforce Service Cloud
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Entry Level Price:Starting at $25.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Salesforce Service Cloud is the world's #1 AI CRM for service, where humans with AI agents drive customer success together. Service Cloud enables seamless collaboration between AI agents and humans, f

    Users
    • Salesforce Administrator
    • Salesforce Developer
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 41% Mid-Market
    • 38% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Salesforce Service Cloud Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    1,715
    Features
    1,505
    Case Management
    1,485
    Efficiency
    1,298
    Helpful
    826
    Cons
    Complexity
    907
    Learning Curve
    784
    Steep Learning Curve
    621
    Missing Features
    591
    Expensive
    580
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Salesforce Service Cloud features and usability ratings that predict user satisfaction
    8.7
    Has the product been a good partner in doing business?
    Average: 9.2
    8.2
    Proactive Engagement
    Average: 8.5
    8.1
    Contextual Engagement
    Average: 8.5
    8.0
    Self-Serve Support
    Average: 8.5
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Salesforce
    Company Website
    Year Founded
    1999
    HQ Location
    San Francisco, CA
    Twitter
    @salesforce
    580,902 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    86,064 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Salesforce Service Cloud is the world's #1 AI CRM for service, where humans with AI agents drive customer success together. Service Cloud enables seamless collaboration between AI agents and humans, f

Users
  • Salesforce Administrator
  • Salesforce Developer
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 41% Mid-Market
  • 38% Enterprise
Salesforce Service Cloud Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
1,715
Features
1,505
Case Management
1,485
Efficiency
1,298
Helpful
826
Cons
Complexity
907
Learning Curve
784
Steep Learning Curve
621
Missing Features
591
Expensive
580
View All Pros and Cons
Salesforce Service Cloud features and usability ratings that predict user satisfaction
8.7
Has the product been a good partner in doing business?
Average: 9.2
8.2
Proactive Engagement
Average: 8.5
8.1
Contextual Engagement
Average: 8.5
8.0
Self-Serve Support
Average: 8.5
Seller Details
Seller
Salesforce
Company Website
Year Founded
1999
HQ Location
San Francisco, CA
Twitter
@salesforce
580,902 Twitter followers
LinkedIn® Page
www.linkedin.com
86,064 employees on LinkedIn®
Zendesk for Customer Service
(6,700)4.3 out of 5
Optimized for quick response
9th Easiest To Use in Conversational Support software
View top Consulting Services for Zendesk for Customer Service
Save to My Lists
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100% Off: $0 for 14 days
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    "Zendesk for Customer Service is an AI-powered service solution that’s easy to set up, use, and scale. It offers out-of-the-box functionality that’s simple to modify, helping businesses move faster. L

    Users
    • Customer Success Manager
    • Customer Service Manager
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 46% Mid-Market
    • 41% Small-Business
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • Zendesk is a customer support platform that consolidates all customer communications, automates repetitive tasks, and provides valuable insights to make customer support more efficient.
    • Users like Zendesk's ability to centralize all customer interactions, its automation features, and its reporting functions that offer valuable insights into overall performance.
    • Users experienced issues with Zendesk's complexity and cost, finding it overwhelming to set up and manage, especially for smaller teams, and expensive as they scale due to advanced features requiring higher-tier plans or add-ons.
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Zendesk for Customer Service Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    515
    Features
    389
    Customer Support
    280
    Helpful
    270
    Ticket Management
    247
    Cons
    Missing Features
    210
    Limited Features
    177
    Learning Curve
    169
    Limited Customization
    149
    Ticketing Issues
    134
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Zendesk for Customer Service features and usability ratings that predict user satisfaction
    8.4
    Has the product been a good partner in doing business?
    Average: 9.2
    8.2
    Proactive Engagement
    Average: 8.5
    8.2
    Contextual Engagement
    Average: 8.5
    8.1
    Self-Serve Support
    Average: 8.5
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Zendesk
    Company Website
    Year Founded
    2007
    HQ Location
    San Francisco, CA
    Twitter
    @Zendesk
    103,018 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    7,692 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

"Zendesk for Customer Service is an AI-powered service solution that’s easy to set up, use, and scale. It offers out-of-the-box functionality that’s simple to modify, helping businesses move faster. L

Users
  • Customer Success Manager
  • Customer Service Manager
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 46% Mid-Market
  • 41% Small-Business
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • Zendesk is a customer support platform that consolidates all customer communications, automates repetitive tasks, and provides valuable insights to make customer support more efficient.
  • Users like Zendesk's ability to centralize all customer interactions, its automation features, and its reporting functions that offer valuable insights into overall performance.
  • Users experienced issues with Zendesk's complexity and cost, finding it overwhelming to set up and manage, especially for smaller teams, and expensive as they scale due to advanced features requiring higher-tier plans or add-ons.
Zendesk for Customer Service Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
515
Features
389
Customer Support
280
Helpful
270
Ticket Management
247
Cons
Missing Features
210
Limited Features
177
Learning Curve
169
Limited Customization
149
Ticketing Issues
134
View All Pros and Cons
Zendesk for Customer Service features and usability ratings that predict user satisfaction
8.4
Has the product been a good partner in doing business?
Average: 9.2
8.2
Proactive Engagement
Average: 8.5
8.2
Contextual Engagement
Average: 8.5
8.1
Self-Serve Support
Average: 8.5
Seller Details
Seller
Zendesk
Company Website
Year Founded
2007
HQ Location
San Francisco, CA
Twitter
@Zendesk
103,018 Twitter followers
LinkedIn® Page
www.linkedin.com
7,692 employees on LinkedIn®
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Birdeye
(3,893)4.7 out of 5
Optimized for quick response
4th Easiest To Use in Conversational Support software
Save to My Lists
Entry Level Price:Contact Us
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Birdeye is the #1 agentic marketing platform for multi-location brands, trusted by the biggest multi-location brands globally including H&R Block, Aspen Dental, and Caesars Entertainment. One P

    Users
    • Owner
    • Marketing Manager
    Industries
    • Hospital & Health Care
    • Real Estate
    Market Segment
    • 49% Small-Business
    • 35% Mid-Market
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • Birdeye is a software platform used for social media and content creation, review management, and customer communication, with features such as AI integration and automated messaging.
    • Reviewers appreciate Birdeye's user-friendly interface, its ability to consolidate reviews from multiple platforms, the convenience of automated messaging, and the excellent customer support they receive.
    • Reviewers experienced issues with Birdeye such as occasional glitches, a steep learning curve, limited notification settings, and delays in review syncing, and some found the AI responses lacking.
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Birdeye Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Helpful
    841
    Ease of Use
    829
    Review Management
    680
    Customer Support
    624
    Features
    479
    Cons
    Missing Features
    183
    Improvement Needed
    136
    Review Management
    127
    Learning Curve
    123
    Limited Features
    113
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Birdeye features and usability ratings that predict user satisfaction
    9.4
    Has the product been a good partner in doing business?
    Average: 9.2
    8.9
    Proactive Engagement
    Average: 8.5
    8.8
    Contextual Engagement
    Average: 8.5
    8.6
    Self-Serve Support
    Average: 8.5
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Birdeye
    Company Website
    Year Founded
    2012
    HQ Location
    Palo Alto, CA
    Twitter
    @BirdEye_
    5,241 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    1,434 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Birdeye is the #1 agentic marketing platform for multi-location brands, trusted by the biggest multi-location brands globally including H&R Block, Aspen Dental, and Caesars Entertainment. One P

Users
  • Owner
  • Marketing Manager
Industries
  • Hospital & Health Care
  • Real Estate
Market Segment
  • 49% Small-Business
  • 35% Mid-Market
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • Birdeye is a software platform used for social media and content creation, review management, and customer communication, with features such as AI integration and automated messaging.
  • Reviewers appreciate Birdeye's user-friendly interface, its ability to consolidate reviews from multiple platforms, the convenience of automated messaging, and the excellent customer support they receive.
  • Reviewers experienced issues with Birdeye such as occasional glitches, a steep learning curve, limited notification settings, and delays in review syncing, and some found the AI responses lacking.
Birdeye Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Helpful
841
Ease of Use
829
Review Management
680
Customer Support
624
Features
479
Cons
Missing Features
183
Improvement Needed
136
Review Management
127
Learning Curve
123
Limited Features
113
View All Pros and Cons
Birdeye features and usability ratings that predict user satisfaction
9.4
Has the product been a good partner in doing business?
Average: 9.2
8.9
Proactive Engagement
Average: 8.5
8.8
Contextual Engagement
Average: 8.5
8.6
Self-Serve Support
Average: 8.5
Seller Details
Seller
Birdeye
Company Website
Year Founded
2012
HQ Location
Palo Alto, CA
Twitter
@BirdEye_
5,241 Twitter followers
LinkedIn® Page
www.linkedin.com
1,434 employees on LinkedIn®
Freshdesk
(3,700)4.4 out of 5
Optimized for quick response
10th Easiest To Use in Conversational Support software
View top Consulting Services for Freshdesk
Save to My Lists
Entry Level Price:$19.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Freshdesk (a product of Freshworks Inc.) is a modern, AI-powered customer service solution with enterprise capability without the enterprise complexity. Freshdesk unifies channels, conversations, AI c

    Users
    • Manager
    • Owner
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 48% Small-Business
    • 40% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Freshdesk Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    322
    Features
    218
    Automation
    159
    Helpful
    155
    Efficiency
    154
    Cons
    Missing Features
    111
    Ticketing Issues
    91
    Ticket Management
    87
    Limited Features
    82
    Limitations
    77
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Freshdesk features and usability ratings that predict user satisfaction
    8.8
    Has the product been a good partner in doing business?
    Average: 9.2
    8.4
    Proactive Engagement
    Average: 8.5
    8.3
    Contextual Engagement
    Average: 8.5
    8.3
    Self-Serve Support
    Average: 8.5
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Freshworks
    Company Website
    Year Founded
    2010
    HQ Location
    San Mateo, CA
    Twitter
    @FreshworksInc
    19,039 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    9,542 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Freshdesk (a product of Freshworks Inc.) is a modern, AI-powered customer service solution with enterprise capability without the enterprise complexity. Freshdesk unifies channels, conversations, AI c

Users
  • Manager
  • Owner
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 48% Small-Business
  • 40% Mid-Market
Freshdesk Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
322
Features
218
Automation
159
Helpful
155
Efficiency
154
Cons
Missing Features
111
Ticketing Issues
91
Ticket Management
87
Limited Features
82
Limitations
77
View All Pros and Cons
Freshdesk features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 9.2
8.4
Proactive Engagement
Average: 8.5
8.3
Contextual Engagement
Average: 8.5
8.3
Self-Serve Support
Average: 8.5
Seller Details
Seller
Freshworks
Company Website
Year Founded
2010
HQ Location
San Mateo, CA
Twitter
@FreshworksInc
19,039 Twitter followers
LinkedIn® Page
www.linkedin.com
9,542 employees on LinkedIn®
Kore.AI
(466)4.6 out of 5
Optimized for quick response
15th Easiest To Use in Conversational Support software
View top Consulting Services for Kore.AI
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Kore.ai is focused on accelerating value generation from AI for leading brands around the world. It provides comprehensive offerings for AI work, process automation and service use cases coupled with

    Users
    • Software Engineer
    • Associate
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 41% Enterprise
    • 31% Small-Business
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • Kore,aI is a conversational AI platform designed for enterprise use, offering a low-code/no-code interface for building intelligent virtual assistants and supporting omnichannel deployment, advanced NLP capabilities, and integrations with major enterprise systems.
    • Users frequently mention the platform's user-friendly interface, robust integration options, and the ability to efficiently build and customize virtual assistants, even for non-technical users.
    • Users experienced a steep learning curve, especially for those new to conversational AI or enterprise-level platforms, and found mastering the full feature set often requires technical expertise.
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Kore.AI Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    204
    Features
    114
    Chatbot Development
    97
    Integrations
    82
    User Interface
    72
    Cons
    Learning Curve
    45
    Usage Limitations
    43
    Slow Performance
    39
    Slow Loading
    32
    Software Bugs
    29
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Kore.AI features and usability ratings that predict user satisfaction
    9.0
    Has the product been a good partner in doing business?
    Average: 9.2
    8.9
    Proactive Engagement
    Average: 8.5
    8.9
    Contextual Engagement
    Average: 8.5
    8.9
    Self-Serve Support
    Average: 8.5
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Kore.ai
    Company Website
    Year Founded
    2013
    HQ Location
    Orlando, FL
    Twitter
    @koredotai
    5,640 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    1,268 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Kore.ai is focused on accelerating value generation from AI for leading brands around the world. It provides comprehensive offerings for AI work, process automation and service use cases coupled with

Users
  • Software Engineer
  • Associate
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 41% Enterprise
  • 31% Small-Business
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • Kore,aI is a conversational AI platform designed for enterprise use, offering a low-code/no-code interface for building intelligent virtual assistants and supporting omnichannel deployment, advanced NLP capabilities, and integrations with major enterprise systems.
  • Users frequently mention the platform's user-friendly interface, robust integration options, and the ability to efficiently build and customize virtual assistants, even for non-technical users.
  • Users experienced a steep learning curve, especially for those new to conversational AI or enterprise-level platforms, and found mastering the full feature set often requires technical expertise.
Kore.AI Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
204
Features
114
Chatbot Development
97
Integrations
82
User Interface
72
Cons
Learning Curve
45
Usage Limitations
43
Slow Performance
39
Slow Loading
32
Software Bugs
29
View All Pros and Cons
Kore.AI features and usability ratings that predict user satisfaction
9.0
Has the product been a good partner in doing business?
Average: 9.2
8.9
Proactive Engagement
Average: 8.5
8.9
Contextual Engagement
Average: 8.5
8.9
Self-Serve Support
Average: 8.5
Seller Details
Seller
Kore.ai
Company Website
Year Founded
2013
HQ Location
Orlando, FL
Twitter
@koredotai
5,640 Twitter followers
LinkedIn® Page
www.linkedin.com
1,268 employees on LinkedIn®
Front
(2,416)4.7 out of 5
Optimized for quick response
8th Easiest To Use in Conversational Support software
Save to My Lists
Entry Level Price:$25.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Front is the modern CX platform for customer-first businesses. We offer a unified workspace for all customer conversations — even individual inboxes and internal collaboration. This single pane-of-gla

    Users
    • Customer Success Manager
    • Account Manager
    Industries
    • Logistics and Supply Chain
    • Computer Software
    Market Segment
    • 49% Small-Business
    • 41% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Front Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    323
    Team Collaboration
    252
    Communication
    251
    Features
    217
    Email Management
    187
    Cons
    Missing Features
    129
    Email Issues
    121
    Email Management
    100
    Email Management Issues
    71
    Email Communication Issues
    69
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Front features and usability ratings that predict user satisfaction
    9.2
    Has the product been a good partner in doing business?
    Average: 9.2
    8.8
    Proactive Engagement
    Average: 8.5
    8.7
    Contextual Engagement
    Average: 8.5
    8.6
    Self-Serve Support
    Average: 8.5
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Front App
    Company Website
    Year Founded
    2014
    HQ Location
    San Francisco, CA
    Twitter
    @FrontHQ
    9,443 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    524 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Front is the modern CX platform for customer-first businesses. We offer a unified workspace for all customer conversations — even individual inboxes and internal collaboration. This single pane-of-gla

Users
  • Customer Success Manager
  • Account Manager
Industries
  • Logistics and Supply Chain
  • Computer Software
Market Segment
  • 49% Small-Business
  • 41% Mid-Market
Front Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
323
Team Collaboration
252
Communication
251
Features
217
Email Management
187
Cons
Missing Features
129
Email Issues
121
Email Management
100
Email Management Issues
71
Email Communication Issues
69
View All Pros and Cons
Front features and usability ratings that predict user satisfaction
9.2
Has the product been a good partner in doing business?
Average: 9.2
8.8
Proactive Engagement
Average: 8.5
8.7
Contextual Engagement
Average: 8.5
8.6
Self-Serve Support
Average: 8.5
Seller Details
Seller
Front App
Company Website
Year Founded
2014
HQ Location
San Francisco, CA
Twitter
@FrontHQ
9,443 Twitter followers
LinkedIn® Page
www.linkedin.com
524 employees on LinkedIn®
ServiceNow Customer Service Management
(238)4.4 out of 5
View top Consulting Services for ServiceNow Customer Service Management
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    ServiceNow's Customer Service Management (CSM) transforms customer service experiences with AI-powered workflows and AI agents that help you accelerate customer self-service, boost agent productivity,

    Users
    No information available
    Industries
    • Information Technology and Services
    • Telecommunications
    Market Segment
    • 61% Enterprise
    • 29% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • ServiceNow Customer Service Management Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    32
    Features
    25
    Case Management
    21
    Efficiency
    20
    Automation
    17
    Cons
    Learning Curve
    19
    Steep Learning Curve
    16
    Complexity
    13
    Limited Customization
    13
    Missing Features
    9
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • ServiceNow Customer Service Management features and usability ratings that predict user satisfaction
    8.5
    Has the product been a good partner in doing business?
    Average: 9.2
    8.6
    Proactive Engagement
    Average: 8.5
    8.9
    Contextual Engagement
    Average: 8.5
    7.2
    Self-Serve Support
    Average: 8.5
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    ServiceNow
    Company Website
    Year Founded
    2004
    HQ Location
    Santa Clara, CA
    Twitter
    @servicenow
    53,437 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    31,344 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

ServiceNow's Customer Service Management (CSM) transforms customer service experiences with AI-powered workflows and AI agents that help you accelerate customer self-service, boost agent productivity,

Users
No information available
Industries
  • Information Technology and Services
  • Telecommunications
Market Segment
  • 61% Enterprise
  • 29% Mid-Market
ServiceNow Customer Service Management Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
32
Features
25
Case Management
21
Efficiency
20
Automation
17
Cons
Learning Curve
19
Steep Learning Curve
16
Complexity
13
Limited Customization
13
Missing Features
9
View All Pros and Cons
ServiceNow Customer Service Management features and usability ratings that predict user satisfaction
8.5
Has the product been a good partner in doing business?
Average: 9.2
8.6
Proactive Engagement
Average: 8.5
8.9
Contextual Engagement
Average: 8.5
7.2
Self-Serve Support
Average: 8.5
Seller Details
Seller
ServiceNow
Company Website
Year Founded
2004
HQ Location
Santa Clara, CA
Twitter
@servicenow
53,437 Twitter followers
LinkedIn® Page
www.linkedin.com
31,344 employees on LinkedIn®
Drift
(1,256)4.4 out of 5
Optimized for quick response
View top Consulting Services for Drift
Save to My Lists
Entry Level Price:Starting at $2,500.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Drift is a human-centric, AI-powered buyer engagement platform. A platform that automatically listens, understands and learns from buyers to provide individualized and human experiences at every touc

    Users
    • Sales Development Representative
    • Business Development Representative
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 51% Mid-Market
    • 27% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Drift Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    108
    Helpful
    100
    Features
    63
    Chat Features
    54
    Lead Generation
    54
    Cons
    Missing Features
    27
    Notification Issues
    22
    Chat Management
    18
    Inadequate Notifications
    18
    AI Limitations
    16
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Drift features and usability ratings that predict user satisfaction
    8.9
    Has the product been a good partner in doing business?
    Average: 9.2
    8.6
    Proactive Engagement
    Average: 8.5
    8.7
    Contextual Engagement
    Average: 8.5
    8.4
    Self-Serve Support
    Average: 8.5
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Salesloft
    Company Website
    Year Founded
    2011
    HQ Location
    Atlanta, GA
    Twitter
    @Salesloft
    18,493 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    1,163 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Drift is a human-centric, AI-powered buyer engagement platform. A platform that automatically listens, understands and learns from buyers to provide individualized and human experiences at every touc

Users
  • Sales Development Representative
  • Business Development Representative
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 51% Mid-Market
  • 27% Small-Business
Drift Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
108
Helpful
100
Features
63
Chat Features
54
Lead Generation
54
Cons
Missing Features
27
Notification Issues
22
Chat Management
18
Inadequate Notifications
18
AI Limitations
16
View All Pros and Cons
Drift features and usability ratings that predict user satisfaction
8.9
Has the product been a good partner in doing business?
Average: 9.2
8.6
Proactive Engagement
Average: 8.5
8.7
Contextual Engagement
Average: 8.5
8.4
Self-Serve Support
Average: 8.5
Seller Details
Seller
Salesloft
Company Website
Year Founded
2011
HQ Location
Atlanta, GA
Twitter
@Salesloft
18,493 Twitter followers
LinkedIn® Page
www.linkedin.com
1,163 employees on LinkedIn®
Podium
(2,066)4.6 out of 5
Optimized for quick response
3rd Easiest To Use in Conversational Support software
Save to My Lists
Entry Level Price:Contact Us
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Podium is an AI native communications platform that deploys AI Employees to help local businesses turn every conversation—text, call, or web chat—into revenue. Trusted by over 100,000 local businesses

    Users
    • Owner
    • General Manager
    Industries
    • Automotive
    • Retail
    Market Segment
    • 59% Small-Business
    • 35% Mid-Market
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • Podium is a platform used for customer communication, managing reviews, and collecting customer feedback after services.
    • Reviewers like Podium's ability to centralize customer communication, automate review requests, and its easy-to-use interface which improves overall customer engagement.
    • Reviewers experienced issues with Podium's high pricing, especially for small businesses, and limitations in customization options and advanced features.
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Podium Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    407
    Helpful
    363
    Communication
    322
    Easy Communication
    321
    Useful
    229
    Cons
    Messaging Issues
    102
    Missing Features
    101
    Limited Features
    75
    Poor Customer Support
    64
    Chat Functionality
    63
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Podium features and usability ratings that predict user satisfaction
    9.2
    Has the product been a good partner in doing business?
    Average: 9.2
    8.5
    Proactive Engagement
    Average: 8.5
    8.3
    Contextual Engagement
    Average: 8.5
    8.1
    Self-Serve Support
    Average: 8.5
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Podium
    Company Website
    Year Founded
    2014
    HQ Location
    Lehi, UT
    Twitter
    @PodiumHQ
    4,144 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    1,493 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Podium is an AI native communications platform that deploys AI Employees to help local businesses turn every conversation—text, call, or web chat—into revenue. Trusted by over 100,000 local businesses

Users
  • Owner
  • General Manager
Industries
  • Automotive
  • Retail
Market Segment
  • 59% Small-Business
  • 35% Mid-Market
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • Podium is a platform used for customer communication, managing reviews, and collecting customer feedback after services.
  • Reviewers like Podium's ability to centralize customer communication, automate review requests, and its easy-to-use interface which improves overall customer engagement.
  • Reviewers experienced issues with Podium's high pricing, especially for small businesses, and limitations in customization options and advanced features.
Podium Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
407
Helpful
363
Communication
322
Easy Communication
321
Useful
229
Cons
Messaging Issues
102
Missing Features
101
Limited Features
75
Poor Customer Support
64
Chat Functionality
63
View All Pros and Cons
Podium features and usability ratings that predict user satisfaction
9.2
Has the product been a good partner in doing business?
Average: 9.2
8.5
Proactive Engagement
Average: 8.5
8.3
Contextual Engagement
Average: 8.5
8.1
Self-Serve Support
Average: 8.5
Seller Details
Seller
Podium
Company Website
Year Founded
2014
HQ Location
Lehi, UT
Twitter
@PodiumHQ
4,144 Twitter followers
LinkedIn® Page
www.linkedin.com
1,493 employees on LinkedIn®
LivePerson
(211)4.3 out of 5
Optimized for quick response
Save to My Lists
Entry Level Price:Contact Us
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    LivePerson is the enterprise leader in digital customer conversations. Our digital customer conversation platform is trusted by the world’s biggest brands to accelerate their contact center transforma

    Users
    No information available
    Industries
    • Internet
    • Retail
    Market Segment
    • 42% Mid-Market
    • 32% Enterprise
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • LivePerson is a platform that automates customer service with AI agents, supports omnichannel engagements, and offers enterprise grade security.
    • Reviewers appreciate the platform's robust, AI-powered chat and messaging capabilities, its ability to automate customer conversations, shorten response times, boost customer engagement across a range of digital channels, and its seamless integration with multiple platforms.
    • Reviewers mentioned that the initial setup and configuration can feel complex, especially for new users, and customizing workflows and setting up integrations can take extra time and require more technical effort than expected.
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • LivePerson Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Features
    30
    Helpful
    25
    Ease of Use
    24
    Artificial Intelligence
    16
    Customer Engagement
    15
    Cons
    Learning Curve
    16
    Complexity
    10
    Expensive
    10
    Steep Learning Curve
    10
    Missing Features
    9
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • LivePerson features and usability ratings that predict user satisfaction
    8.0
    Has the product been a good partner in doing business?
    Average: 9.2
    8.5
    Proactive Engagement
    Average: 8.5
    8.2
    Contextual Engagement
    Average: 8.5
    8.0
    Self-Serve Support
    Average: 8.5
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    LivePerson
    Company Website
    Year Founded
    1995
    HQ Location
    New York, NY
    Twitter
    @LivePerson
    10,834 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    1,217 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

LivePerson is the enterprise leader in digital customer conversations. Our digital customer conversation platform is trusted by the world’s biggest brands to accelerate their contact center transforma

Users
No information available
Industries
  • Internet
  • Retail
Market Segment
  • 42% Mid-Market
  • 32% Enterprise
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • LivePerson is a platform that automates customer service with AI agents, supports omnichannel engagements, and offers enterprise grade security.
  • Reviewers appreciate the platform's robust, AI-powered chat and messaging capabilities, its ability to automate customer conversations, shorten response times, boost customer engagement across a range of digital channels, and its seamless integration with multiple platforms.
  • Reviewers mentioned that the initial setup and configuration can feel complex, especially for new users, and customizing workflows and setting up integrations can take extra time and require more technical effort than expected.
LivePerson Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Features
30
Helpful
25
Ease of Use
24
Artificial Intelligence
16
Customer Engagement
15
Cons
Learning Curve
16
Complexity
10
Expensive
10
Steep Learning Curve
10
Missing Features
9
View All Pros and Cons
LivePerson features and usability ratings that predict user satisfaction
8.0
Has the product been a good partner in doing business?
Average: 9.2
8.5
Proactive Engagement
Average: 8.5
8.2
Contextual Engagement
Average: 8.5
8.0
Self-Serve Support
Average: 8.5
Seller Details
Seller
LivePerson
Company Website
Year Founded
1995
HQ Location
New York, NY
Twitter
@LivePerson
10,834 Twitter followers
LinkedIn® Page
www.linkedin.com
1,217 employees on LinkedIn®
Kustomer
(513)4.5 out of 5
Optimized for quick response
6th Easiest To Use in Conversational Support software
View top Consulting Services for Kustomer
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Entry Level Price:Starting at $89.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Kustomer is a pioneering AI-driven customer service CRM platform designed to enhance the management of high support volumes by optimizing experiences throughout the customer service journey. This inno

    Users
    • Customer Service Representative
    • Member Experience Associate
    Industries
    • Consumer Services
    • Retail
    Market Segment
    • 65% Mid-Market
    • 20% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Kustomer Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    50
    Features
    36
    Helpful
    34
    Efficiency
    26
    Customer Support
    19
    Cons
    Slow Performance
    18
    Slow Loading
    15
    Complexity
    12
    Learning Curve
    12
    Not Intuitive
    12
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Kustomer features and usability ratings that predict user satisfaction
    8.8
    Has the product been a good partner in doing business?
    Average: 9.2
    8.9
    Proactive Engagement
    Average: 8.5
    9.1
    Contextual Engagement
    Average: 8.5
    8.6
    Self-Serve Support
    Average: 8.5
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Kustomer
    Company Website
    Year Founded
    2015
    HQ Location
    Short Hills, US
    Twitter
    @kustomer
    2,237 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    302 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Kustomer is a pioneering AI-driven customer service CRM platform designed to enhance the management of high support volumes by optimizing experiences throughout the customer service journey. This inno

Users
  • Customer Service Representative
  • Member Experience Associate
Industries
  • Consumer Services
  • Retail
Market Segment
  • 65% Mid-Market
  • 20% Small-Business
Kustomer Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
50
Features
36
Helpful
34
Efficiency
26
Customer Support
19
Cons
Slow Performance
18
Slow Loading
15
Complexity
12
Learning Curve
12
Not Intuitive
12
View All Pros and Cons
Kustomer features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 9.2
8.9
Proactive Engagement
Average: 8.5
9.1
Contextual Engagement
Average: 8.5
8.6
Self-Serve Support
Average: 8.5
Seller Details
Seller
Kustomer
Company Website
Year Founded
2015
HQ Location
Short Hills, US
Twitter
@kustomer
2,237 Twitter followers
LinkedIn® Page
www.linkedin.com
302 employees on LinkedIn®
SAP Service Cloud
(250)4.4 out of 5
View top Consulting Services for SAP Service Cloud
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  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    SAP Service Cloud is an intelligent customer service solution that helps you reimagine customer service and deliver on your brand promise. It enables you to build connected, insightful and adaptive se

    Users
    • Software Engineer
    • Consultant
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 40% Mid-Market
    • 35% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • SAP Service Cloud Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    83
    Features
    79
    Efficiency
    53
    Customer Support
    37
    Helpful
    36
    Cons
    Learning Curve
    46
    Complexity
    38
    Expensive
    38
    Steep Learning Curve
    35
    Limited Customization
    29
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • SAP Service Cloud features and usability ratings that predict user satisfaction
    8.8
    Has the product been a good partner in doing business?
    Average: 9.2
    8.6
    Proactive Engagement
    Average: 8.5
    8.7
    Contextual Engagement
    Average: 8.5
    8.7
    Self-Serve Support
    Average: 8.5
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    SAP
    Company Website
    Year Founded
    1972
    HQ Location
    Walldorf
    Twitter
    @SAP
    297,340 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    138,451 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

SAP Service Cloud is an intelligent customer service solution that helps you reimagine customer service and deliver on your brand promise. It enables you to build connected, insightful and adaptive se

Users
  • Software Engineer
  • Consultant
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 40% Mid-Market
  • 35% Enterprise
SAP Service Cloud Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
83
Features
79
Efficiency
53
Customer Support
37
Helpful
36
Cons
Learning Curve
46
Complexity
38
Expensive
38
Steep Learning Curve
35
Limited Customization
29
View All Pros and Cons
SAP Service Cloud features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 9.2
8.6
Proactive Engagement
Average: 8.5
8.7
Contextual Engagement
Average: 8.5
8.7
Self-Serve Support
Average: 8.5
Seller Details
Seller
SAP
Company Website
Year Founded
1972
HQ Location
Walldorf
Twitter
@SAP
297,340 Twitter followers
LinkedIn® Page
www.linkedin.com
138,451 employees on LinkedIn®
Fin by Intercom
(3,778)4.5 out of 5
Optimized for quick response
11th Easiest To Use in Conversational Support software
View top Consulting Services for Fin by Intercom
Save to My Lists
Entry Level Price:$0.99
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Fin by Intercom is the best performing AI Agent for customer service. It automates complex queries, improves resolution times, and delivers consistently high-quality support at scale. Key benefits

    Users
    • Customer Success Manager
    • CEO
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 57% Small-Business
    • 37% Mid-Market
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • Intercom is a chat platform with multiple functionalities for handling operations from both web and mobile, and Fin by Intercom is an AI feature that provides quick and accurate answers to user queries.
    • Users like the accuracy of Fin by Intercom's responses, its adaptability to different conversations, and its ability to save time by handling repetitive queries and reducing traffic.
    • Users experienced issues with Fin by Intercom's understanding of complex queries, occasional incorrect suggestions, and difficulty in predicting expenses due to its pricing model.
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Fin by Intercom Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    423
    Helpful
    407
    Features
    324
    Customer Support
    253
    Efficiency
    249
    Cons
    Missing Features
    148
    Limited Features
    122
    AI Limitations
    104
    Learning Curve
    104
    Expensive
    86
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Fin by Intercom features and usability ratings that predict user satisfaction
    8.8
    Has the product been a good partner in doing business?
    Average: 9.2
    9.0
    Proactive Engagement
    Average: 8.5
    8.7
    Contextual Engagement
    Average: 8.5
    8.8
    Self-Serve Support
    Average: 8.5
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Intercom, Inc.
    Company Website
    Year Founded
    2011
    HQ Location
    San Francisco, CA
    Twitter
    @intercom
    43,899 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    1,950 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Fin by Intercom is the best performing AI Agent for customer service. It automates complex queries, improves resolution times, and delivers consistently high-quality support at scale. Key benefits

Users
  • Customer Success Manager
  • CEO
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 57% Small-Business
  • 37% Mid-Market
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • Intercom is a chat platform with multiple functionalities for handling operations from both web and mobile, and Fin by Intercom is an AI feature that provides quick and accurate answers to user queries.
  • Users like the accuracy of Fin by Intercom's responses, its adaptability to different conversations, and its ability to save time by handling repetitive queries and reducing traffic.
  • Users experienced issues with Fin by Intercom's understanding of complex queries, occasional incorrect suggestions, and difficulty in predicting expenses due to its pricing model.
Fin by Intercom Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
423
Helpful
407
Features
324
Customer Support
253
Efficiency
249
Cons
Missing Features
148
Limited Features
122
AI Limitations
104
Learning Curve
104
Expensive
86
View All Pros and Cons
Fin by Intercom features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 9.2
9.0
Proactive Engagement
Average: 8.5
8.7
Contextual Engagement
Average: 8.5
8.8
Self-Serve Support
Average: 8.5
Seller Details
Seller
Intercom, Inc.
Company Website
Year Founded
2011
HQ Location
San Francisco, CA
Twitter
@intercom
43,899 Twitter followers
LinkedIn® Page
www.linkedin.com
1,950 employees on LinkedIn®
FreshChat
(491)4.4 out of 5
View top Consulting Services for FreshChat
Save to My Lists
Entry Level Price:Free
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Freshchat (a product of Freshworks Inc.) is a conversational engagement solution that helps businesses engage with customers across multiple channels such as web chat, email, phone, and social channel

    Users
    • Founder
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 60% Small-Business
    • 36% Mid-Market
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • Freshchat is a customer communication application that integrates multiple channels for efficient customer support and data management.
    • Reviewers appreciate Freshchat's intuitive interface, its ability to handle multiple conversations simultaneously, the organization of conversations, quick response times, and the integration with other Freshworks products.
    • Users mentioned that notifications can sometimes be delayed, advanced capabilities feel limited unless on a higher-tier plan, and the mobile app has functionality issues compared to the website.
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • FreshChat Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    27
    Helpful
    19
    Features
    18
    Automation
    12
    Chat Features
    12
    Cons
    Missing Features
    10
    Chatbot Issues
    8
    Learning Curve
    8
    Chat Issues
    7
    Limited Features
    7
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • FreshChat features and usability ratings that predict user satisfaction
    8.8
    Has the product been a good partner in doing business?
    Average: 9.2
    8.6
    Proactive Engagement
    Average: 8.5
    8.5
    Contextual Engagement
    Average: 8.5
    8.8
    Self-Serve Support
    Average: 8.5
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Freshworks
    Year Founded
    2010
    HQ Location
    San Mateo, CA
    Twitter
    @FreshworksInc
    19,039 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    9,542 employees on LinkedIn®
    Ownership
    NASDAQ: FRSH
Product Description
How are these determined?Information
This description is provided by the seller.

Freshchat (a product of Freshworks Inc.) is a conversational engagement solution that helps businesses engage with customers across multiple channels such as web chat, email, phone, and social channel

Users
  • Founder
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 60% Small-Business
  • 36% Mid-Market
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • Freshchat is a customer communication application that integrates multiple channels for efficient customer support and data management.
  • Reviewers appreciate Freshchat's intuitive interface, its ability to handle multiple conversations simultaneously, the organization of conversations, quick response times, and the integration with other Freshworks products.
  • Users mentioned that notifications can sometimes be delayed, advanced capabilities feel limited unless on a higher-tier plan, and the mobile app has functionality issues compared to the website.
FreshChat Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
27
Helpful
19
Features
18
Automation
12
Chat Features
12
Cons
Missing Features
10
Chatbot Issues
8
Learning Curve
8
Chat Issues
7
Limited Features
7
View All Pros and Cons
FreshChat features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 9.2
8.6
Proactive Engagement
Average: 8.5
8.5
Contextual Engagement
Average: 8.5
8.8
Self-Serve Support
Average: 8.5
Seller Details
Seller
Freshworks
Year Founded
2010
HQ Location
San Mateo, CA
Twitter
@FreshworksInc
19,039 Twitter followers
LinkedIn® Page
www.linkedin.com
9,542 employees on LinkedIn®
Ownership
NASDAQ: FRSH
HubSpot Service Hub
(2,885)4.4 out of 5
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  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Service Hub delivers AI-powered customer service at scale by unifying customer insights, providing omnichannel support tools, and enabling efficient self-service options within a single platform. C

    Users
    • Customer Success Manager
    • Customer Success Specialist
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 60% Small-Business
    • 37% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • HubSpot Service Hub Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    314
    Features
    202
    Helpful
    156
    Efficiency
    141
    Case Management
    139
    Cons
    Missing Features
    116
    Limited Customization
    87
    Limited Features
    86
    Lack of Features
    74
    Ticket Management
    66
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • HubSpot Service Hub features and usability ratings that predict user satisfaction
    8.8
    Has the product been a good partner in doing business?
    Average: 9.2
    8.2
    Proactive Engagement
    Average: 8.5
    8.1
    Contextual Engagement
    Average: 8.5
    8.1
    Self-Serve Support
    Average: 8.5
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    HubSpot
    Company Website
    Year Founded
    2006
    HQ Location
    Cambridge, MA
    Twitter
    @HubSpot
    786,232 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    11,675 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Service Hub delivers AI-powered customer service at scale by unifying customer insights, providing omnichannel support tools, and enabling efficient self-service options within a single platform. C

Users
  • Customer Success Manager
  • Customer Success Specialist
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 60% Small-Business
  • 37% Mid-Market
HubSpot Service Hub Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
314
Features
202
Helpful
156
Efficiency
141
Case Management
139
Cons
Missing Features
116
Limited Customization
87
Limited Features
86
Lack of Features
74
Ticket Management
66
View All Pros and Cons
HubSpot Service Hub features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 9.2
8.2
Proactive Engagement
Average: 8.5
8.1
Contextual Engagement
Average: 8.5
8.1
Self-Serve Support
Average: 8.5
Seller Details
Seller
HubSpot
Company Website
Year Founded
2006
HQ Location
Cambridge, MA
Twitter
@HubSpot
786,232 Twitter followers
LinkedIn® Page
www.linkedin.com
11,675 employees on LinkedIn®
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