# Best Conversational Support Software *By [Jeffrey Lin](https://research.g2.com/insights/author/jeffrey-lin)* Conversational support software offers an alternative to ticket-based customer service by placing the customer, rather than the incident, at the center of every interaction, enabling omnichannel service that recognizes individuals with a persistent identity and history across any channel at any time. ### Core Capabilities of Conversational Support Software To qualify for inclusion in the Conversational Support category, a product must: - Apply a common and centralized structure to all customer interactions, service-related or otherwise - Provide a unified view of customer conversations across two or more channels such as email, chat, SMS, or social media - Route customer conversations via algorithmic or AI-driven sorting, or both - Track customer profiles and conversation history across channels - Leverage advanced automation, AI, or chatbots to improve customer service experiences ### Common Use Cases for Conversational Support Software Customer service teams use conversational support software to deliver more personalized, context-aware support experiences at scale. Common use cases include: - Engaging pre-purchase prospects and post-purchase customers through a unified platform - Proactively contacting customers based on behavioral triggers using social media and AI integrations - Coordinating customer data from past conversations, sentiment, and [CRM software](https://www.g2.com/categories/crm) for intelligent routing ### How Conversational Support Software Differs from Other Tools Conversational support software is distinct from [help desk software](https://www.g2.com/categories/help-desk) because it does not separate service interactions from other customer contact reasons, handling both pre- and post-purchase engagement in one platform. Some conversational support products also incorporate features of [conversational marketing software](https://www.g2.com/categories/conversational-marketing) and integrate with [e-commerce platforms](https://www.g2.com/categories/e-commerce-platforms) and [customer self-service](https://www.g2.com/categories/customer-self-service) tools. ### Insights from G2 on Conversational Support Software Based on category trends on G2, omnichannel conversation management and intelligent routing stand out as standout capabilities. Improved customer satisfaction and reduced resolution times stand out as the primary outcomes of adoption. ## Top Conversational Support Software at a Glance | # | Product | Rating | Best For | What Users Say | |---|---------|--------|----------|----------------| | 1 | [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) | 4.4/5.0 (6,961 reviews) | Omnichannel case routing with Salesforce-native AI | "[The Evolution of Service: Bridging the Gap Between Data and Action.](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12796220)" | | 2 | [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) | 4.3/5.0 (6,627 reviews) | Omnichannel ticket routing with unified agent workspace | "[Great Complete CRM](https://www.g2.com/survey_responses/zendesk-for-customer-service-review-4530447)" | | 3 | [Fin](https://www.g2.com/products/fin/reviews) | 4.5/5.0 (3,706 reviews) | Knowledge-base-grounded AI ticket deflection | "[Intuitive and Easy to Use—Fin Boosts Productivity Fast](https://www.g2.com/survey_responses/fin-review-12963173)" | | 4 | [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) | 4.4/5.0 (2,818 reviews) | Omnichannel ticketing with CRM-native conversation history | "[Ticket management and centralized support with automations that enhance the experience](https://www.g2.com/survey_responses/hubspot-service-hub-review-12873336)" | | 5 | [Birdeye](https://www.g2.com/products/birdeye/reviews) | 4.7/5.0 (3,975 reviews) | Unified inbox for multi-channel customer conversations | "[Birdeye Makes Review and Reputation Management Effortless](https://www.g2.com/survey_responses/birdeye-review-12961726)" | | 6 | [Freshdesk](https://www.g2.com/products/freshdesk/reviews) | 4.4/5.0 (3,672 reviews) | Omnichannel ticket routing with automation workflows | "[A support tool that quietly made our response process less chaotic, smooth, flexible, an](https://www.g2.com/survey_responses/freshdesk-review-12879809)" | | 7 | [Jotform AI Agents](https://www.g2.com/products/jotform-ai-agents/reviews) | 4.5/5.0 (618 reviews) | No-code conversational support with trainable knowledge bases | "[Practical and Fast—Set Up a Working Jotform AI Agent in a Day](https://www.g2.com/survey_responses/jotform-ai-agents-review-12998528)" | | 8 | [Podium](https://www.g2.com/products/podium/reviews) | 4.5/5.0 (2,024 reviews) | Unified SMS inbox with AI-automated follow-up | "[Fees less like a review collection tool and more like a digital front desk](https://www.g2.com/survey_responses/podium-review-12877946)" | | 9 | [Wati](https://www.g2.com/products/wati/reviews) | 4.6/5.0 (474 reviews) | — | "[Organized WhatsApp Communication with Powerful Automation, Integrations, and AI, Pricey for SMBs](https://www.g2.com/survey_responses/wati-review-12859197)" | | 10 | [respond.io](https://www.g2.com/products/respond-io/reviews) | 4.8/5.0 (487 reviews) | Omnichannel inbox with AI-automated conversation routing | "[End-to-End Revenue Lifecycle Management That Scales High-Volume Conversations](https://www.g2.com/survey_responses/respond-io-review-12980655)" | ## How Many Conversational Support Software Products Does G2 Track? **Total Products under this Category:** 188 ### Category Stats (Jun 2026) - **Average Rating**: 4.54/5 (↑0.01 vs May 2026) The average rating of products in this category, based on all submitted ratings - **Top Trending Product**: LearnWise AI (+12.5%) - Among all products in this category, LearnWise AI recorded the largest rating increase compared to last month *Last updated: June 09, 2026* ## How Does G2 Rank Conversational Support Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 65,300+ Authentic Reviews - 188+ Products - Unbiased Rankings G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category. ## Which Conversational Support Software Is Best for Your Use Case? - **Leader:** [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - **Highest Performer:** [Textline](https://www.g2.com/products/textline/reviews) - **Easiest to Use:** [Gladly](https://www.g2.com/products/gladly/reviews) - **Top Trending:** [Pylon](https://www.g2.com/products/pylon-pylon/reviews) - **Best Free Software:** [Fin](https://www.g2.com/products/fin/reviews) --- **Sponsored** ### Voiceflow Voiceflow is a AI agent platform that empowers product teams at mid-market and enterprise companies to design, deploy, and scale AI agents across chat and voice channels. Trusted by teams at StubHub, Superloop, JP Morgan Chase, and Trilogy, Voiceflow combines an intuitive drag-and-drop agent builder with a knowledge base, content management system, and native integrations, so teams can move from prototype to production faster. Ship advanced, production-ready AI agents with a developer-first toolkit and powerful API library that supports custom integrations and tailored interfaces. Voiceflow’s built-in analytics surfaces transcripts and let’s you set your own evaluation criteria at scale. Replay conversations, debug step-by-step, filter with precision, and visualize user actions like button clicks — all in a single platform. Voiceflow is ideal for product teams building chatbots, voice assistants, virtual agents, or omnichannel customer experiences. [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=1896&secure%5Bdisplayable_resource_id%5D=1896&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=page_category&secure%5Bplacement_resource_ids%5D%5B%5D=1896&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=115909&secure%5Bresource_id%5D=1896&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fconversational-support%3Fpage%3D12&secure%5Btoken%5D=2188fdc4d21ad0f7f853c03aedd92b0ea9c9d4f8a6d75eb960531ec7dbab9482&secure%5Burl%5D=https%3A%2F%2Fwww.voiceflow.com%2Fdemo%3Futm_source%3Dg2%26utm_medium%3Dcpc%26utm_campaign%3Dg2_ads%26utm_content%3Dg2_click&secure%5Burl_type%5D=book_demo) --- ## What Are the Top-Rated Conversational Support Software Products in 2026? ### 1. [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) Agentforce Service (formerly Salesforce Service Cloud) is a software designed to enable seamless collaboration between AI agents and human service teams across every channel and industry. The software provides autonomous resolution of high-volume interactions, proactive support, and 24/7 cross-channel service by leveraging Agentforce and Data Cloud built on the Salesforce Platform. It automates low-touch, high-volume customer interactions and reduces the need for human escalation except in complex, high-touch scenarios. Agentforce Service addresses productivity and customer satisfaction challenges by integrating AI directly into service workflows and surfacing data from products, assets, and services. The software supports omnichannel service delivery, agent productivity acceleration, and growth outcomes within one unified platform. **Average Rating:** 4.4/5.0 **Total Reviews:** 6,961 **How Do G2 Users Rate Agentforce Service (formerly Salesforce Service Cloud)?** - **Has the product been a good partner in doing business?:** 8.7/10 (Category avg: 9.2/10) - **Proactive Engagement:** 8.3/10 (Category avg: 8.6/10) - **Contextual Engagement:** 8.1/10 (Category avg: 8.5/10) - **Self-Serve Support:** 8.0/10 (Category avg: 8.5/10) **Who Is the Company Behind Agentforce Service (formerly Salesforce Service Cloud)?** - **Seller:** [Salesforce](https://www.g2.com/sellers/salesforce) - **Company Website:** https://www.salesforce.com/ - **Year Founded:** 1999 - **HQ Location:** San Francisco, CA - **Twitter:** @salesforce (579,511 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/3185/ (83,223 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Salesforce Administrator, Salesforce Developer - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 42% Mid-Market, 37% Enterprise #### What Are Agentforce Service (formerly Salesforce Service Cloud)'s Pros and Cons? **Pros:** - Ease of Use (1259 reviews) - Features (1102 reviews) - Case Management (1097 reviews) - Efficiency (973 reviews) - Helpful (591 reviews) **Cons:** - Learning Curve (787 reviews) - Complexity (697 reviews) - Limited Customization (501 reviews) - Steep Learning Curve (474 reviews) - Expensive (425 reviews) ### What Do G2 Reviewers Say About Agentforce Service (formerly Salesforce Service Cloud)? *AI-generated summary from verified user reviews* **Pros:** - Users find **Agentforce Service easy to configure** , appreciating its helpful features and quick customer support. - Users value the **user-friendly interface** of Agentforce Service, which simplifies case management and reporting tasks. - Users appreciate how **easy and organized case management** is with Agentforce Service, enhancing workflow and collaboration. - Users value the **efficiency** of Agentforce Service, appreciating its seamless end-to-end experience and easy setup. - Users appreciate the **helpful guides and ease of use** in Salesforce Service Cloud, enhancing support service efficiency. **Cons:** - Users find the **steep learning curve** of Agentforce Service challenging, especially with complex customizations required for effective use. - Users find the **complexity** of Agentforce Service challenging for newcomers, requiring training and time for effective use. - Users find a **limited customization** capacity in Agentforce Service, requiring advanced technical knowledge for effective use. - Users find the **steep learning curve** of Agentforce Service challenging, requiring significant time for training and proficiency. - Users find the service to be **expensive** , especially with additional licenses and complex pricing structures. #### What Are Recent G2 Reviews of Agentforce Service (formerly Salesforce Service Cloud)? **"[The Evolution of Service: Bridging the Gap Between Data and Action.](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12796220)"** **Rating:** 4.0/5.0 stars *— Naampreet K.* [Read full review](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12796220) --- **"[“Daily Use Review of Salesforce Service Cloud in Collections”](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12938648)"** **Rating:** 5.0/5.0 stars *— Arnold D.* [Read full review](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12938648) --- #### What Are G2 Users Discussing About Agentforce Service (formerly Salesforce Service Cloud)? - [How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?](https://www.g2.com/discussions/how-does-salesforce-service-cloud-contribute-to-creating-a-more-responsive-and-efficient-customer-service-experience) - 3 comments, 1 upvote - [How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?](https://www.g2.com/discussions/how-is-salesforce-service-cloud-being-used-to-enhance-operational-efficiency-and-user-experience-in-its-specific-field) - 4 comments - [What does customer self service require?](https://www.g2.com/discussions/what-does-customer-self-service-require) - [What is Salesforce customer community?](https://www.g2.com/discussions/what-is-salesforce-customer-community) - 2 comments - [What is feedback management system?](https://www.g2.com/discussions/what-is-feedback-management-system) ### 2. [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) Zendesk for Customer Service is a software designed to deliver AI-powered customer service that is easy to set up, use, and scale for businesses of all sizes. The software provides omnichannel case management, AI workflows, automation, and agent performance evaluation by leveraging AI trained on billions of CX interactions. It automates ticket routing and workforce scheduling and reduces resolution times across self-service, agent, and admin workflows. Zendesk for Customer Service addresses the complexity of managing customer interactions across channels by unifying personalized conversations, a marketplace of 1,800-plus apps, and quality assurance tools into one platform. The software supports global deployments across 130,000-plus brands in more than 30 languages, including integrations for social messaging, phone, and email. **Average Rating:** 4.3/5.0 **Total Reviews:** 6,627 **How Do G2 Users Rate Zendesk for Customer Service?** - **Has the product been a good partner in doing business?:** 8.4/10 (Category avg: 9.2/10) - **Proactive Engagement:** 8.2/10 (Category avg: 8.6/10) - **Contextual Engagement:** 8.2/10 (Category avg: 8.5/10) - **Self-Serve Support:** 8.1/10 (Category avg: 8.5/10) **Who Is the Company Behind Zendesk for Customer Service?** - **Seller:** [Zendesk](https://www.g2.com/sellers/zendesk) - **Company Website:** https://www.zendesk.com - **Year Founded:** 2007 - **HQ Location:** San Francisco, CA - **Twitter:** @Zendesk (102,672 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/418095/ (7,302 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Customer Success Manager, Customer Service Manager - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 45% Mid-Market, 40% Small-Business #### What Are Zendesk for Customer Service's Pros and Cons? **Pros:** - Ease of Use (532 reviews) - Features (402 reviews) - Customer Support (286 reviews) - Helpful (274 reviews) - Ticket Management (257 reviews) **Cons:** - Missing Features (216 reviews) - Learning Curve (183 reviews) - Limited Features (180 reviews) - Limited Customization (158 reviews) - Complexity (139 reviews) ### What Do G2 Reviewers Say About Zendesk for Customer Service? *AI-generated summary from verified user reviews* **Pros:** - Users highlight the **ease of use** of Zendesk, appreciating its seamless interfaces and improved usability features. - Users appreciate the **seamless workspaces** in Zendesk, enhancing usability and streamlining communication through tools like Talk and email ticketing. - Users value the **organized customer support** provided by Zendesk, enhancing response speed and multi-channel integration. - Users appreciate the **ease of use** of Zendesk, finding it convenient for managing customer queries and communication. - Users love the **intuitive ticket management** features in Zendesk, making support and issue tracking seamless. **Cons:** - Users find Zendesk lacking in **essential features** , such as customizable ticket statuses and summarization options for agents. - Users find the **learning curve** for Zendesk's advanced features challenging, especially during initial setup and integration. - Users find Zendesk's **limited features** for sales hinder usability and require excessive time to customize effectively. - Users find **limited customization** options in Zendesk, making initial setup and adjustments time-consuming and challenging. - Users find Zendesk’s **complexity** and steep learning curve challenging, compounded by bugs and integration limitations. #### What Are Recent G2 Reviews of Zendesk for Customer Service? **"[Organized, Efficient Customer Support with Powerful Automation in Zendesk](https://www.g2.com/survey_responses/zendesk-for-customer-service-review-12919644)"** **Rating:** 5.0/5.0 stars *— David A.* [Read full review](https://www.g2.com/survey_responses/zendesk-for-customer-service-review-12919644) --- **"[Great Complete CRM](https://www.g2.com/survey_responses/zendesk-for-customer-service-review-4530447)"** **Rating:** 4.5/5.0 stars *— Lisa M.* [Read full review](https://www.g2.com/survey_responses/zendesk-for-customer-service-review-4530447) --- #### What Are G2 Users Discussing About Zendesk for Customer Service? - [How is Zendesk Support Suite transforming the customer service experience in various industries?](https://www.g2.com/discussions/how-is-zendesk-support-suite-transforming-the-customer-service-experience-in-various-industries) - 6 comments, 4 upvotes - [What is Zendesk Support Suite used for?](https://www.g2.com/discussions/what-is-zendesk-support-suite-used-for) - 3 comments, 2 upvotes - [Is there a free version of Zendesk?](https://www.g2.com/discussions/is-there-a-free-version-of-zendesk) - 7 comments, 1 upvote - [Is zendesk any good?](https://www.g2.com/discussions/is-zendesk-any-good) - 8 comments, 1 upvote - [What can you do with Zendesk?](https://www.g2.com/discussions/what-can-you-do-with-zendesk) - 3 comments, 3 upvotes ### 3. [Fin](https://www.g2.com/products/fin/reviews) Fin is a software designed to function as a single AI customer agent capable of handling sales, service, and support roles within one continuous customer experience. The software provides complex task automation, buyer engagement, and complete visibility across all channels by leveraging Fin APEX 1.0, a generative AI model combined with deterministic rules. It automates refunds, transaction disputes, and technical troubleshooting and reduces time to resolution while improving customer satisfaction. Fin addresses high query volumes and inconsistent service quality by following detailed step-by-step instructions with speed and reliability, resolving 67% of customer queries on average. The software supports deployments across any helpdesk including Salesforce, HubSpot, and Freshdesk without requiring migration, and is trusted by more than 6,000 customer service teams. **Average Rating:** 4.5/5.0 **Total Reviews:** 3,706 **How Do G2 Users Rate Fin?** - **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.2/10) - **Proactive Engagement:** 9.0/10 (Category avg: 8.6/10) - **Contextual Engagement:** 8.7/10 (Category avg: 8.5/10) - **Self-Serve Support:** 8.9/10 (Category avg: 8.5/10) **Who Is the Company Behind Fin?** - **Seller:** [Intercom, Inc.](https://www.g2.com/sellers/intercom-inc) - **Company Website:** https://www.intercom.com/ - **Year Founded:** 2011 - **HQ Location:** San Francisco, CA - **Twitter:** @fin_ai (45,225 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/fin/ (953 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Customer Success Manager, CEO - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 57% Small-Business, 37% Mid-Market #### What Are Fin's Pros and Cons? **Pros:** - Helpful (378 reviews) - Ease of Use (356 reviews) - Features (289 reviews) - Efficiency (237 reviews) - Customer Support (226 reviews) **Cons:** - Missing Features (135 reviews) - AI Limitations (117 reviews) - Limited Features (103 reviews) - Learning Curve (102 reviews) - Poor Customer Support (81 reviews) ### What Do G2 Reviewers Say About Fin? *AI-generated summary from verified user reviews* **Pros:** - Users find Fin to be **incredibly powerful and helpful** , effectively resolving queries with ease and speed. - Users find Fin's **ease of use** impressive, appreciating its friendly interface and quick access to information. - Users admire Fin's **powerful query resolution** , quick Knowledge Base scanning, and easy integration, enhancing their overall experience. - Users find Fin by Intercom to be exceptionally **efficient** , streamlining customer support and enhancing communication effortlessly. - Users commend the **excellent customer support** from Intercom, appreciating quick responses and helpful educational resources. **Cons:** - Users highlight the **missing features** in Fin, including limited simulation ability and outdated information causing verification concerns. - Users note the **AI limitations** of Fin, finding its responses often unhelpful and critical thinking capabilities lacking. - Users express frustration over the **limited features** of Fin, lacking essential functionalities and integrations for effective use. - Users find the **learning curve steep** , requiring ongoing attention and understanding to effectively utilize Fin's features. - Users report **poor customer support** from Fin, facing lengthy response times and inadequate assistance for issues. #### What Are Recent G2 Reviews of Fin? **"[Accurate AI Ticket Handling, Clean UI, and Responsive Support](https://www.g2.com/survey_responses/fin-review-12958250)"** **Rating:** 4.5/5.0 stars *— Su Yi L.* [Read full review](https://www.g2.com/survey_responses/fin-review-12958250) --- **"[Intuitive and Easy to Use—Fin Boosts Productivity Fast](https://www.g2.com/survey_responses/fin-review-12963173)"** **Rating:** 5.0/5.0 stars *— Verified User in Online Media* [Read full review](https://www.g2.com/survey_responses/fin-review-12963173) --- #### What Are G2 Users Discussing About Fin? - [How is Intercom reshaping the landscape of customer communication and engagement?](https://www.g2.com/discussions/how-is-intercom-reshaping-the-landscape-of-customer-communication-and-engagement) - 1 comment - [What is Intercom used for?](https://www.g2.com/discussions/what-is-intercom-used-for) - 3 comments - [Does intercom have live chat?](https://www.g2.com/discussions/does-intercom-have-live-chat) - 2 comments - [What is intercom app used for?](https://www.g2.com/discussions/what-is-intercom-app-used-for) - 1 comment - [How does Intercom chat work?](https://www.g2.com/discussions/how-does-intercom-chat-work) - 1 comment ### 4. [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) HubSpot Service Hub is a software designed to deliver AI-powered customer service at scale by unifying customer insights, omnichannel support tools, and self-service capabilities within a single platform. The software provides ticket routing automation, knowledge base creation, customer health scoring, and trend analysis by leveraging AI features integrated with HubSpot's sales and marketing data. It automates ticket routing and knowledge base suggestions and reduces support team workload by enabling customers to find answers independently through chatbots and customer portals. HubSpot Service Hub addresses the challenges of scaling support without proportional headcount increases by connecting service, sales, and marketing data so representatives have full customer journey context. The software supports omnichannel case management, live chat, feedback collection, and service analytics within the unified HubSpot platform. **Average Rating:** 4.4/5.0 **Total Reviews:** 2,818 **How Do G2 Users Rate HubSpot Service Hub?** - **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.2/10) - **Proactive Engagement:** 8.2/10 (Category avg: 8.6/10) - **Contextual Engagement:** 8.1/10 (Category avg: 8.5/10) - **Self-Serve Support:** 8.1/10 (Category avg: 8.5/10) **Who Is the Company Behind HubSpot Service Hub?** - **Seller:** [HubSpot](https://www.g2.com/sellers/hubspot) - **Company Website:** https://hubspot.com - **Year Founded:** 2006 - **HQ Location:** Cambridge, Massachusetts, United States - **Twitter:** @HubSpot (784,270 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/68529/ (12,158 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Customer Success Manager, Customer Success Specialist - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 60% Small-Business, 37% Mid-Market #### What Are HubSpot Service Hub's Pros and Cons? **Pros:** - Ease of Use (325 reviews) - Features (214 reviews) - Helpful (170 reviews) - Efficiency (155 reviews) - Case Management (147 reviews) **Cons:** - Missing Features (117 reviews) - Limited Customization (93 reviews) - Limited Features (88 reviews) - Lack of Features (75 reviews) - Ticket Management (75 reviews) ### What Do G2 Reviewers Say About HubSpot Service Hub? *AI-generated summary from verified user reviews* **Pros:** - Users love the **ease of use** of HubSpot Service Hub, enhancing connectivity and decision-making through streamlined features. - Users value the **seamless connectivity** and easy access to insights and reports in HubSpot Service Hub. - Users appreciate the **responsive customer support** of HubSpot Service Hub, enhancing their overall experience and efficiency. - Users value the **efficiency** of HubSpot Service Hub, which simplifies work processes and enhances productivity significantly. - Users value the **comprehensive ticketing system** of HubSpot Service Hub, enhancing team efficiency and customer management. **Cons:** - Users find **missing features** in HubSpot Service Hub, especially for advanced customization and essential tools requiring pricier plans. - Users find **limited customization** options frustrating, impacting efficiency with contacts and affecting overall creativity in designs. - Users express frustration with **limited features** , particularly in customization, integrations, and overall usability, impacting efficiency. - Users find a **lack of features** in HubSpot Service Hub hampers usability and cross-team collaboration. - Users struggle with **limited and time-consuming ticket management** , causing inefficiencies and difficulties in data handling. #### What Are Recent G2 Reviews of HubSpot Service Hub? **"[HubSpot Service Hub has helped streamline our support operations significantly. .](https://www.g2.com/survey_responses/hubspot-service-hub-review-11586632)"** **Rating:** 4.0/5.0 stars *— Ashish P.* [Read full review](https://www.g2.com/survey_responses/hubspot-service-hub-review-11586632) --- **"[Ticket management and centralized support with automations that enhance the experience](https://www.g2.com/survey_responses/hubspot-service-hub-review-12873336)"** **Rating:** 4.5/5.0 stars *— Lizeth M.* [Read full review](https://www.g2.com/survey_responses/hubspot-service-hub-review-12873336) --- #### What Are G2 Users Discussing About HubSpot Service Hub? - [How does HubSpot Service Hub contribute to creating a more cohesive and effective customer service experience?](https://www.g2.com/discussions/how-does-hubspot-service-hub-contribute-to-creating-a-more-cohesive-and-effective-customer-service-experience) - 3 comments, 1 upvote - [What is HubSpot Service Hub used for?](https://www.g2.com/discussions/what-is-hubspot-service-hub-used-for) - 2 comments, 1 upvote - [What does HubSpot software do?](https://www.g2.com/discussions/hubspot-service-hub-what-does-hubspot-software-do) - 2 comments - [Which of the following features are available on the HubSpot platform?](https://www.g2.com/discussions/which-of-the-following-features-are-available-on-the-hubspot-platform) - 1 comment - [What is service hub?](https://www.g2.com/discussions/what-is-service-hub) - 2 comments ### 5. [Birdeye](https://www.g2.com/products/birdeye/reviews) Birdeye is a software designed to serve as a unified marketing and customer experience platform for multi-location brands where AI agents drive real business outcomes. The software provides review management, listings, social media publishing, surveys, and marketing automation by leveraging AI agents configured with brand voice, custom triggers, and location-level rules. It automates review responses, social post publishing, and lead engagement via chat and reduces the need for fragmented point solutions across locations. Birdeye addresses the complexity of managing local presence at scale by aggregating signals from reviews, social, messaging, and CRM integrations into a single customer profile per location. The software supports enterprise-ready deployments with SSO, audit logging, HIPAA, SOC 2, and GDPR compliance across teams in the U.S., EMEA, and APAC. **Average Rating:** 4.7/5.0 **Total Reviews:** 3,975 **How Do G2 Users Rate Birdeye?** - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.2/10) - **Proactive Engagement:** 8.9/10 (Category avg: 8.6/10) - **Contextual Engagement:** 8.8/10 (Category avg: 8.5/10) - **Self-Serve Support:** 8.6/10 (Category avg: 8.5/10) **Who Is the Company Behind Birdeye?** - **Seller:** [Birdeye](https://www.g2.com/sellers/birdeye) - **Company Website:** https://www.birdeye.com - **Year Founded:** 2012 - **HQ Location:** Palo Alto, CA - **Twitter:** @BirdEye_ (5,232 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/2837064/ (1,430 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Owner, Marketing Manager - **Top Industries:** Hospital & Health Care, Real Estate - **Company Size:** 48% Small-Business, 35% Mid-Market #### What Are Birdeye's Pros and Cons? **Pros:** - Ease of Use (1019 reviews) - Helpful (1009 reviews) - Review Management (851 reviews) - Customer Support (720 reviews) - Features (589 reviews) **Cons:** - Missing Features (232 reviews) - Improvement Needed (158 reviews) - Review Management (158 reviews) - Learning Curve (139 reviews) - Limited Features (138 reviews) ### What Do G2 Reviewers Say About Birdeye? *AI-generated summary from verified user reviews* **Pros:** - Users find Birdeye's platform remarkably **easy to use** , with seamless navigation and efficient review management. - Users appreciate the **helpful customer support** of Birdeye, which efficiently resolves issues and enhances user experience. - Users commend Birdeye for its **effective review management tools** , enhancing communication and boosting online reputation significantly. - Users praise Birdeye's **exceptional customer support** , highlighting their dedication to seamless integration and effective communication. - Users love the **easy-to-use features** of Birdeye, significantly improving communication and simplifying patient interactions. **Cons:** - Users note the **missing features** in Birdeye, expressing a desire for additional capabilities and integrations. - Users note that the **UI performance and AI chatbot** need significant improvements to enhance overall usability and effectiveness. - Users find the **review management process confusing** , especially with updates and integration challenges affecting usability. - Users face a noticeable **learning curve** with Birdeye, making initial navigation somewhat challenging before mastering the platform. - Users note **limited features** in Birdeye, with requests for more intuitive options and enhanced AI capabilities. #### What Are Recent G2 Reviews of Birdeye? **"[Birdeye Centralizes Reviews and Messaging with Time-Saving Automation](https://www.g2.com/survey_responses/birdeye-review-12966062)"** **Rating:** 5.0/5.0 stars *— Lee M.* [Read full review](https://www.g2.com/survey_responses/birdeye-review-12966062) --- **"[Birdeye Makes Review and Reputation Management Effortless](https://www.g2.com/survey_responses/birdeye-review-12961726)"** **Rating:** 5.0/5.0 stars *— Lois B.* [Read full review](https://www.g2.com/survey_responses/birdeye-review-12961726) --- #### What Are G2 Users Discussing About Birdeye? - [What makes Birdeye a preferred tool for businesses looking to improve their online reputation and customer feedback management?](https://www.g2.com/discussions/what-makes-birdeye-a-preferred-tool-for-businesses-looking-to-improve-their-online-reputation-and-customer-feedback-management) - 1 comment - [What is Birdeye used for?](https://www.g2.com/discussions/what-is-birdeye-used-for) - 1 comment - [Are BirdEye reviews fake?](https://www.g2.com/discussions/are-birdeye-reviews-fake) - 2 comments - [How much is BirdEye monthly?](https://www.g2.com/discussions/how-much-is-birdeye-monthly) - 1 comment - [What does BirdEye cost?](https://www.g2.com/discussions/what-does-birdeye-cost) - 1 comment ### 6. [Freshdesk](https://www.g2.com/products/freshdesk/reviews) Freshdesk is a software designed to deliver enterprise-grade AI-powered customer service without the complexity typically associated with enterprise platforms. The software provides unified channel management, advanced ticketing, AI copilot assistance, and actionable insights by leveraging Freddy, a people-first AI, within the Freshdesk Command Center. It automates query resolution and workflow management and reduces time-to-resolution with AI agents that can go live in minutes for both simple and complex customer inquiries. Freshdesk addresses the challenge of scaling customer service across team sizes by consolidating channels, conversations, and automation into a single interface. The software supports omnichannel deployments with a 95% first contact resolution rate, up to 80% AI-agent resolutions, and a reported 225% ROI. **Average Rating:** 4.4/5.0 **Total Reviews:** 3,672 **How Do G2 Users Rate Freshdesk?** - **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.2/10) - **Proactive Engagement:** 8.4/10 (Category avg: 8.6/10) - **Contextual Engagement:** 8.3/10 (Category avg: 8.5/10) - **Self-Serve Support:** 8.2/10 (Category avg: 8.5/10) **Who Is the Company Behind Freshdesk?** - **Seller:** [Freshworks](https://www.g2.com/sellers/freshworks) - **Company Website:** https://www.freshworks.com/ - **Year Founded:** 2010 - **HQ Location:** San Mateo, CA - **Twitter:** @FreshworksInc (19,020 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/freshworks-inc/ (7,505 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Manager, Owner - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 48% Small-Business, 40% Mid-Market #### What Are Freshdesk's Pros and Cons? **Pros:** - Ease of Use (223 reviews) - Features (158 reviews) - Automation (122 reviews) - Ticket Management (117 reviews) - Efficiency (111 reviews) **Cons:** - Missing Features (69 reviews) - Limited Features (62 reviews) - Limited Customization (58 reviews) - Ticket Management (55 reviews) - Slow Loading (54 reviews) ### What Do G2 Reviewers Say About Freshdesk? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of Freshdesk, finding it simple to set up and highly user-friendly. - Users value the **ease of use** in Freshdesk, appreciating its intuitive interface and efficient ticket management capabilities. - Users love the **automation features** of Freshdesk, which streamline workflows and enhance customer satisfaction efficiently. - Users appreciate the **efficient ticket management** in Freshdesk, enabling easy organization and quick learning for seamless support. - Users value the **efficiency** of Freshdesk, which simplifies ticket management and enhances productivity seamlessly. **Cons:** - Users feel the need for **missing features** like live chat in Freshdesk to enhance their overall experience. - Users find Freshdesk to have **limited features** , especially in customization and integration options compared to competitors. - Users express frustration over **limited customization** , which restricts flexibility for ticket creation and agent roles. - Users experience **performance slowdowns** and occasional errors, complicating ticket management and workflow customization in Freshdesk. - Users experience **slow loading times** for new ticket fields and user roles, impacting usability and efficiency. #### What Are Recent G2 Reviews of Freshdesk? **"[A support tool that quietly made our response process less chaotic, smooth, flexible, an](https://www.g2.com/survey_responses/freshdesk-review-12879809)"** **Rating:** 4.0/5.0 stars *— Neelakshi S.* [Read full review](https://www.g2.com/survey_responses/freshdesk-review-12879809) --- **"[Simple, Powerful, and Effective Helpdesk Software](https://www.g2.com/survey_responses/freshdesk-review-12954417)"** **Rating:** 4.5/5.0 stars *— Aditya S.* [Read full review](https://www.g2.com/survey_responses/freshdesk-review-12954417) --- #### What Are G2 Users Discussing About Freshdesk? - [What innovative customer service strategies are companies implementing using Freshdesk?](https://www.g2.com/discussions/what-innovative-customer-service-strategies-are-companies-implementing-using-freshdesk) - 1 comment - [How is Freshdesk being used to enhance operational efficiency and user experience in its specific field?](https://www.g2.com/discussions/how-is-freshdesk-being-used-to-enhance-operational-efficiency-and-user-experience-in-its-specific-field) - 1 comment - [What is Freshdesk used for?](https://www.g2.com/discussions/what-is-freshdesk-used-for) - 4 comments, 1 upvote - [What is the difference between freshdesk and Freshservice?](https://www.g2.com/discussions/what-is-the-difference-between-freshdesk-and-freshservice) - 2 comments - [Is freshdesk a CRM?](https://www.g2.com/discussions/is-freshdesk-a-crm) - 3 comments ### 7. [Jotform AI Agents](https://www.g2.com/products/jotform-ai-agents/reviews) Jotform AI Agents is a software designed to provide automated real-time customer assistance 24 hours a day by enabling businesses to train and deploy customizable AI agents without coding. The software provides multichannel support across web, chat widgets, email, phone, WhatsApp, Messenger, Gmail, and WordPress by leveraging a no-code AI builder trained on documents, FAQs, and form data. It automates inquiry handling, lead qualification, appointment scheduling, and CRM record updates and reduces wait times and agent workload across every stage of the customer journey. Jotform AI Agents addresses the challenge of scaling support without adding headcount by offering a library of more than 7,000 customizable templates that can be deployed in minutes with brand-specific instructions and workflows. The software supports voice-based interactions, omnichannel deployments, and integrations with external tools for organizations ranging from small businesses to global enterprises. **Average Rating:** 4.5/5.0 **Total Reviews:** 618 **How Do G2 Users Rate Jotform AI Agents?** - **Has the product been a good partner in doing business?:** 8.7/10 (Category avg: 9.2/10) - **Proactive Engagement:** 7.8/10 (Category avg: 8.6/10) - **Contextual Engagement:** 7.7/10 (Category avg: 8.5/10) - **Self-Serve Support:** 8.5/10 (Category avg: 8.5/10) **Who Is the Company Behind Jotform AI Agents?** - **Seller:** [Jotform](https://www.g2.com/sellers/jotform) - **Company Website:** https://www.jotform.com/ - **Year Founded:** 2006 - **HQ Location:** San Francisco, California - **Twitter:** @Jotform (39,289 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/3541463/ (901 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Owner, CEO - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 71% Small-Business, 12% Mid-Market #### What Are Jotform AI Agents's Pros and Cons? **Pros:** - Ease of Use (267 reviews) - Easy Setup (173 reviews) - Artificial Intelligence (164 reviews) - Helpful (157 reviews) - Setup Ease (150 reviews) **Cons:** - AI Limitations (121 reviews) - Limited AI Capabilities (74 reviews) - Limited Features (66 reviews) - Inadequate AI Features (65 reviews) - Poor Understanding (60 reviews) ### What Do G2 Reviewers Say About Jotform AI Agents? *AI-generated summary from verified user reviews* **Pros:** - Users find **Jotform AI Agents easy to use** , appreciating its intuitive setup and time-saving features for survey creation. - Users commend the **easy setup** of Jotform AI Agents, enabling seamless integration into their daily routines. - Users value the **time-saving efficiency** of Jotform AI Agents in creating surveys, enhancing productivity remarkably. - Users find Jotform AI Agents **exceptionally helpful** in streamlining form creation and enhancing overall workflow efficiency. - Users praise the **super easy setup** of Jotform AI Agents, making integration into daily activities seamless. **Cons:** - Users find that Jotform AI Agents have **understanding limitations** that lead to confusion and frustration in interactions. - Users find the AI's **limited capabilities** frustrating, as it struggles with workflows and understanding specific user needs. - Users find the **limited features** of Jotform AI Agents restrict creative workflows and customizable interactions during usage. - Users find the **inadequate AI features** of Jotform AI Agents frustrating, affecting accurate understanding and user experience. - Users experience **poor understanding** from Jotform AI Agents, leading to frustration and inefficient use of the product. #### What Are Recent G2 Reviews of Jotform AI Agents? **"[No-Code AI Agents with Instagram Integration](https://www.g2.com/survey_responses/jotform-ai-agents-review-12982025)"** **Rating:** 4.5/5.0 stars *— Gaurav S.* [Read full review](https://www.g2.com/survey_responses/jotform-ai-agents-review-12982025) --- **"[Practical and Fast—Set Up a Working Jotform AI Agent in a Day](https://www.g2.com/survey_responses/jotform-ai-agents-review-12998528)"** **Rating:** 5.0/5.0 stars *— Christian M.* [Read full review](https://www.g2.com/survey_responses/jotform-ai-agents-review-12998528) --- ### 8. [Podium](https://www.g2.com/products/podium/reviews) Podium is a software designed to help local businesses turn every conversation across text, call, and web chat into revenue by deploying AI Employees. The software provides 24/7 lead capture, conversion, and instant response capabilities by leveraging an AI-native communications platform built for local business workflows. It automates initial customer responses and reduces the response gap that causes businesses to lose prospects to faster-responding competitors. Podium addresses the challenge that 78% of customers buy from the first business to respond by enabling instant, round-the-clock engagement without requiring staff availability. The software supports a wide range of local business types including auto dealerships, HVAC services, aesthetics centers, and retailers, and is trusted by more than 100,000 businesses. **Average Rating:** 4.5/5.0 **Total Reviews:** 2,024 **How Do G2 Users Rate Podium?** - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.2/10) - **Proactive Engagement:** 8.5/10 (Category avg: 8.6/10) - **Contextual Engagement:** 8.3/10 (Category avg: 8.5/10) - **Self-Serve Support:** 8.1/10 (Category avg: 8.5/10) **Who Is the Company Behind Podium?** - **Seller:** [Podium](https://www.g2.com/sellers/podium) - **Company Website:** https://www.podium.com - **Year Founded:** 2014 - **HQ Location:** Lehi, UT - **Twitter:** @PodiumHQ (4,178 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/9203219/ (1,569 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Owner, General Manager - **Top Industries:** Automotive, Retail - **Company Size:** 60% Small-Business, 35% Mid-Market #### What Are Podium's Pros and Cons? **Pros:** - Ease of Use (393 reviews) - Helpful (352 reviews) - Easy Communication (314 reviews) - Communication (312 reviews) - Useful (224 reviews) **Cons:** - Missing Features (95 reviews) - Messaging Issues (94 reviews) - Limited Features (77 reviews) - Expensive (71 reviews) - Poor Customer Support (65 reviews) ### What Do G2 Reviewers Say About Podium? *AI-generated summary from verified user reviews* **Pros:** - Users praise the **ease of use** of Podium, appreciating its intuitive interface and efficient communication tools. - Users value how Podium provides a **streamlined platform for managing customer feedback** , enhancing efficiency and communication. - Users love the **easy communication** with customers through Podium, simplifying interactions and improving overall convenience. - Users appreciate the **easy communication** Podium facilitates, enhancing client interaction and overall team productivity. - Users appreciate the **ease of communication** with customers, especially through bulk messaging and review requests. **Cons:** - Users report **missing features** and unmet expectations with Podium, leading to frustration and complications in service delivery. - Users find **messaging issues** in Podium, facing challenges with overwhelming volumes and difficulty retrieving past correspondence. - Users find Podium's **limited features** frustrating, especially lack of integration and reporting tools impacting efficiency. - Users find Podium's pricing to be **excessive** , especially for small businesses needing advanced features. - Users express frustration with **poor customer support** , citing delays and unprofessional service during interactions. #### What Are Recent G2 Reviews of Podium? **"[Fees less like a review collection tool and more like a digital front desk](https://www.g2.com/survey_responses/podium-review-12877946)"** **Rating:** 4.0/5.0 stars *— Neelakshi S.* [Read full review](https://www.g2.com/survey_responses/podium-review-12877946) --- **"[Podium Transformed Our Agency Communication with Seamless on Demand Integrations](https://www.g2.com/survey_responses/podium-review-12909019)"** **Rating:** 5.0/5.0 stars *— Kenya A.* [Read full review](https://www.g2.com/survey_responses/podium-review-12909019) --- #### What Are G2 Users Discussing About Podium? - [Is podium a CRM?](https://www.g2.com/discussions/is-podium-a-crm) - 2 comments - [What does the company podium do?](https://www.g2.com/discussions/what-does-the-company-podium-do) - 2 comments - [What is podium app?](https://www.g2.com/discussions/what-is-podium-app) ### 9. [Wati](https://www.g2.com/products/wati/reviews) Wati is a software designed to enable businesses to sell, support, and grow through conversations by observing customer intent in real time and executing the next best revenue action across channels. The software provides a unified inbox, no-code automation, and intelligent intent detection by leveraging Astra, its AI layer, across WhatsApp, Instagram, Facebook Messenger, TikTok, SMS, and more. It automates marketing, sales, and support workflows and reduces the complexity of managing multi-channel business conversations at scale. Wati addresses fragmented customer engagement by consolidating all channel interactions into a single platform with AI-driven decision-making at each step. The software supports more than 16,000 customers across 190-plus countries and operates as a Premium Partner of Meta and Google. **Average Rating:** 4.6/5.0 **Total Reviews:** 474 **How Do G2 Users Rate Wati?** - **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.2/10) - **Proactive Engagement:** 8.8/10 (Category avg: 8.6/10) - **Contextual Engagement:** 8.3/10 (Category avg: 8.5/10) - **Self-Serve Support:** 8.5/10 (Category avg: 8.5/10) **Who Is the Company Behind Wati?** - **Seller:** [Wati](https://www.g2.com/sellers/wati-4020a7cd-92a3-4b52-ae1c-627179ab724d) - **Company Website:** https://www.wati.io/ - **Year Founded:** 2020 - **HQ Location:** Hong Kong, HK - **Twitter:** @Wati_io (594 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/watiglobal/ (275 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Founder, CEO - **Top Industries:** Education Management, Information Technology and Services - **Company Size:** 73% Small-Business, 20% Mid-Market #### What Are Wati's Pros and Cons? **Pros:** - Ease of Use (178 reviews) - Automation (117 reviews) - Customer Support (89 reviews) - Features (88 reviews) - Easy Setup (86 reviews) **Cons:** - Expensive (61 reviews) - Cost (49 reviews) - Missing Features (37 reviews) - Pricing Issues (36 reviews) - Messaging Issues (31 reviews) ### What Do G2 Reviewers Say About Wati? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate WATI's **ease of use** , finding it intuitive and beneficial for automation and workflow setup. - Users value the **efficiency and ease of automation** with WATI, streamlining communication and enhancing business operations. - Users highlight the **helpful customer support** of Wati, always patient and ready to resolve any issues. - Users love Wati's **ease of use and flexible features** , making WhatsApp automation seamless and efficient for businesses. - Users find the **easy setup** of WATI remarkably straightforward, enhancing team communication and efficiency effortlessly. **Cons:** - Users find Wati's costs to be **expensive** , as fees can quickly accumulate with high message volumes. - Users express concerns about **high costs** and pricing hurdles that may challenge smaller businesses and non-profits. - Users are disappointed by the **missing features** like dark mode, immediate WhatsApp unblocking, and internal notes. - Users find **pricing issues** troubling, particularly affecting smaller businesses and nonprofit organizations managing tight budgets. - Users experience **messaging issues** with Wati, including delivery failures and WhatsApp API restrictions impacting communication. #### What Are Recent G2 Reviews of Wati? **"[Organized WhatsApp Communication with Powerful Automation, Integrations, and AI, Pricey for SMBs](https://www.g2.com/survey_responses/wati-review-12859197)"** **Rating:** 4.0/5.0 stars *— Nilabja U.* [Read full review](https://www.g2.com/survey_responses/wati-review-12859197) --- **"[Game-changer for our service business](https://www.g2.com/survey_responses/wati-review-12053498)"** **Rating:** 5.0/5.0 stars *— Muhammed S.* [Read full review](https://www.g2.com/survey_responses/wati-review-12053498) --- #### What Are G2 Users Discussing About Wati? - [What is WATI used for?](https://www.g2.com/discussions/what-is-wati-used-for) - 3 comments ### 10. [respond.io](https://www.g2.com/products/respond-io/reviews) respond.io is a software designed to help B2C businesses generate more leads and maximize revenue by managing customer conversations across chat, calls, and email from one place. The software provides AI-powered automation, lead management, CRM integrations, and comprehensive reporting by leveraging a unified inbox that consolidates WhatsApp, TikTok, Instagram, and other key channels. It automates conversation routing and follow-up workflows and reduces revenue lost to fragmented, siloed communication tools. respond.io addresses the challenge of turning conversations into measurable business results by combining omnichannel messaging with AI automation and growth-focused analytics. The software supports more than 10,000 businesses with 99.999% uptime and integrations with leading CRM platforms. **Average Rating:** 4.8/5.0 **Total Reviews:** 487 **How Do G2 Users Rate respond.io?** - **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.2/10) - **Proactive Engagement:** 9.0/10 (Category avg: 8.6/10) - **Contextual Engagement:** 8.8/10 (Category avg: 8.5/10) - **Self-Serve Support:** 8.7/10 (Category avg: 8.5/10) **Who Is the Company Behind respond.io?** - **Seller:** [respond.io](https://www.g2.com/sellers/respond-io) - **Company Website:** https://respond.io/ - **Year Founded:** 2017 - **HQ Location:** Kuala Lumpur, Malaysia - **Twitter:** @respond_io (1,425 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/respondio/ (195 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** CEO, Owner - **Top Industries:** Information Technology and Services, Leisure, Travel & Tourism - **Company Size:** 63% Small-Business, 20% Mid-Market #### What Are respond.io's Pros and Cons? **Pros:** - Ease of Use (98 reviews) - Customer Support (51 reviews) - Helpful (46 reviews) - Easy Setup (34 reviews) - Integrations (33 reviews) **Cons:** - Missing Features (18 reviews) - Messaging Issues (15 reviews) - Expensive (14 reviews) - Chat Functionality (10 reviews) - Template Issues (8 reviews) ### What Do G2 Reviewers Say About respond.io? *AI-generated summary from verified user reviews* **Pros:** - Users find the **ease of use** of respond.io exceptional, enabling seamless and straightforward operation across platforms. - Users commend the **excellent customer support** from respond.io, highlighting responsive assistance and helpful team members. - Users value the **helpful support** from respond.io, always ready to assist and streamline operations. - Users find **easy setup** and intuitive onboarding of respond.io to significantly enhance their customer support capabilities. - Users value the **excellent integrations** of respond.io, enhancing workflow efficiency and streamlining customer service across channels. **Cons:** - Users find **missing features** in respond.io, especially lacking pipelines, prompting some to switch to other platforms. - Users face **messaging issues** with respond.io, including silent voice messages and syncing challenges that hinder communication. - Users find the **pricing to be high and restrictive** , especially for growing businesses needing flexibility as they expand. - Users feel that respond.io lacks essential **chat functionality** like editing messages and persistent chat history, impacting usability. - Users dislike the **template limitations** that prevent personalized replies and require waiting for responses before sending templates. #### What Are Recent G2 Reviews of respond.io? **"[End-to-End Revenue Lifecycle Management That Scales High-Volume Conversations](https://www.g2.com/survey_responses/respond-io-review-12980655)"** **Rating:** 5.0/5.0 stars *— Stephen O.* [Read full review](https://www.g2.com/survey_responses/respond-io-review-12980655) --- **"[All Our Chats in One Shared Inbox—Fast, Efficient, and Great Value](https://www.g2.com/survey_responses/respond-io-review-12704649)"** **Rating:** 5.0/5.0 stars *— RoHiT C.* [Read full review](https://www.g2.com/survey_responses/respond-io-review-12704649) --- #### What Are G2 Users Discussing About respond.io? - [What does intercom do?](https://www.g2.com/discussions/what-does-intercom-do) - [Is respond IO safe?](https://www.g2.com/discussions/is-respond-io-safe) - 2 comments - [How do you use respond io?](https://www.g2.com/discussions/how-do-you-use-respond-io) - [What does respond io do?](https://www.g2.com/discussions/what-does-respond-io-do) - 2 comments ### 11. [Talkdesk](https://www.g2.com/products/talkdesk/reviews) Talkdesk is a software designed to automate the full complexity of modern customer journeys through its Customer Experience Automation platform, a category purpose-built to replace fragmented, human-coordinated workflows. The software provides autonomous multi-agent AI orchestration, real-time actionable knowledge, and industry-specialized workflows by leveraging the Talkdesk Data Cloud, which converts transcripts, call recordings, case notes, and CRM records into contextual intelligence. It automates the full CX lifecycle across a Discover, Build, Orchestrate, and Measure cycle and reduces reliance on manual coordination between human agents and back-office systems. Talkdesk addresses the challenge of modernizing enterprise customer experience without a full platform replacement by offering prebuilt AI agents and rapid time-to-value deployment. The software supports cross-industry and specialized use cases in healthcare, financial services, retail, utilities, travel, and government for global enterprise brands. **Average Rating:** 4.4/5.0 **Total Reviews:** 2,424 **How Do G2 Users Rate Talkdesk?** - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.2/10) - **Proactive Engagement:** 10.0/10 (Category avg: 8.6/10) - **Contextual Engagement:** 10.0/10 (Category avg: 8.5/10) - **Self-Serve Support:** 10.0/10 (Category avg: 8.5/10) **Who Is the Company Behind Talkdesk?** - **Seller:** [Talkdesk](https://www.g2.com/sellers/talkdesk) - **Company Website:** https://www.talkdesk.com - **Year Founded:** 2011 - **HQ Location:** Palo Alto, CA - **Twitter:** @talkdesk (6,959 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/2837787/ (1,377 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Supervisor, Team Lead - **Top Industries:** Consumer Services, Computer Software - **Company Size:** 60% Mid-Market, 21% Enterprise #### What Are Talkdesk's Pros and Cons? **Pros:** - Ease of Use (310 reviews) - Efficiency (175 reviews) - Features (171 reviews) - Call Management (170 reviews) - Helpful (167 reviews) **Cons:** - Call Issues (119 reviews) - Technical Issues (78 reviews) - Missing Features (76 reviews) - Notification Issues (58 reviews) - Connection Issues (54 reviews) ### What Do G2 Reviewers Say About Talkdesk? *AI-generated summary from verified user reviews* **Pros:** - Users find Talkdesk's interface to be **user-friendly** , enabling easy access to conversations and enhancing workflow efficiency. - Users appreciate the **efficiency** of Talkdesk, enjoying seamless communication and improved operational performance across platforms. - Users appreciate the **reliable platform** of Talkdesk, enjoying seamless functionality and easy setup for enhanced productivity. - Users appreciate the **easy CRM integration** of Talkdesk, enhancing support and efficiency for customer teams. - Users appreciate the **easy CRM integration** of Talkdesk, enhancing agent efficiency and collaboration with minimal effort. **Cons:** - Users often face **call issues** with Talkdesk, including poor audio quality and dropped calls during conversations. - Users face frequent **technical issues** with Talkdesk, including call quality problems and system glitches requiring restarts. - Users find the **missing features** in Talkdesk frustrating, particularly regarding spellcheck and ticket status updates. - Users experience **notification issues** with Talkdesk, leaving them unaware of unexpected offline status changes. - Users face significant **connection issues** with Talkdesk, causing disruptions and frustration in daily operations and support. #### What Are Recent G2 Reviews of Talkdesk? **"[Built a whole healthcare call flow in it - took time but it actually works](https://www.g2.com/survey_responses/talkdesk-review-12800159)"** **Rating:** 4.5/5.0 stars *— Anurag S.* [Read full review](https://www.g2.com/survey_responses/talkdesk-review-12800159) --- **"[Easy to Use, Flexible, and Innovative—Talkdesk Keeps Getting Better](https://www.g2.com/survey_responses/talkdesk-review-12980010)"** **Rating:** 5.0/5.0 stars *— Verified User in Pharmaceuticals* [Read full review](https://www.g2.com/survey_responses/talkdesk-review-12980010) --- #### What Are G2 Users Discussing About Talkdesk? - [How is Talkdesk transforming customer service operations with its innovative call center solutions?](https://www.g2.com/discussions/how-is-talkdesk-transforming-customer-service-operations-with-its-innovative-call-center-solutions) - 3 comments - [What is Talkdesk used for?](https://www.g2.com/discussions/what-is-talkdesk-used-for) - 2 comments ### 12. [Front](https://www.g2.com/products/front/reviews) Front is a software designed to help businesses prioritize and manage customer interactions through a unified workspace that consolidates all conversations and internal collaboration tools in one place. The software provides a single pane-of-glass view of customer interactions, AI-driven insights, and real-time learning capabilities by leveraging an AI that starts intelligently and continuously improves from every customer interaction. It automates response suggestions and workflow customization and reduces the need for app switching, enabling agents to deliver faster, more accurate, and personalized service. Front addresses the challenge of maintaining service quality at scale by giving businesses full control over their customer experience workflows without requiring extensive IT resources or third-party consultants. The software supports customer support ticketing, sales inquiry management, and team collaboration for more than 9,000 businesses including ClickUp, Uber Freight, and Reed and Mackay. **Average Rating:** 4.7/5.0 **Total Reviews:** 2,431 **How Do G2 Users Rate Front?** - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.2/10) - **Proactive Engagement:** 8.8/10 (Category avg: 8.6/10) - **Contextual Engagement:** 8.7/10 (Category avg: 8.5/10) - **Self-Serve Support:** 8.6/10 (Category avg: 8.5/10) **Who Is the Company Behind Front?** - **Seller:** [Front App](https://www.g2.com/sellers/front-app) - **Company Website:** https://frontapp.com - **Year Founded:** 2014 - **HQ Location:** San Francisco, CA - **Twitter:** @FrontHQ (9,411 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/fronthq/ (536 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Customer Success Manager, Account Manager - **Top Industries:** Logistics and Supply Chain, Computer Software - **Company Size:** 48% Small-Business, 42% Mid-Market #### What Are Front's Pros and Cons? **Pros:** - Ease of Use (340 reviews) - Communication (258 reviews) - Team Collaboration (258 reviews) - Email Management (190 reviews) - Collaboration (166 reviews) **Cons:** - Missing Features (137 reviews) - Email Management (107 reviews) - Email Management Issues (78 reviews) - Email Communication Issues (74 reviews) - Learning Curve (62 reviews) ### What Do G2 Reviewers Say About Front? *AI-generated summary from verified user reviews* **Pros:** - Users find Front to be **easy to use and implement** , facilitating seamless client support and organization. - Users love the **seamless communication** Front offers, facilitating collaboration through messaging and tagging colleagues easily. - Users highly value the **seamless team collaboration** features of Front, enhancing communication across departments and time zones. - Users value the **efficient email management** in Front, appreciating features like smart commenting and organized inboxes. - Users appreciate the **easy collaboration** features of Front, which enhance teamwork across departments seamlessly. **Cons:** - Users find the **calendar features lacking** , with syncing issues and limited customization impacting their overall experience. - Users often face **duplicate emails** in Front, which complicates their inbox management and can be frustrating. - Users experience **email management issues** with duplicate emails, complicating organization and overview of their inbox. - Users face challenges with **email communication issues** , including difficult searches and confusion from changing subject lines. - Users experience a **steep learning curve** with Front, making it challenging to master all features effectively. #### What Are Recent G2 Reviews of Front? **"[Front: A Blessing for Our Team](https://www.g2.com/survey_responses/front-review-12997871)"** **Rating:** 4.5/5.0 stars *— Zoe M.* [Read full review](https://www.g2.com/survey_responses/front-review-12997871) --- **"[A Powerful Solution for Team Collaboration and Customer Communication](https://www.g2.com/survey_responses/front-review-13019442)"** **Rating:** 5.0/5.0 stars *— Victoire P.* [Read full review](https://www.g2.com/survey_responses/front-review-13019442) --- #### What Are G2 Users Discussing About Front? - [What are some advanced integrations and use cases of Front in managing customer communications in e-commerce?](https://www.g2.com/discussions/what-are-some-advanced-integrations-and-use-cases-of-front-in-managing-customer-communications-in-e-commerce) - [What is Front used for?](https://www.g2.com/discussions/what-is-front-used-for) - 2 comments ### 13. [RingCentral Contact Center](https://www.g2.com/products/ringcentral-contact-center/reviews) RingCentral Contact Center is a software designed to orchestrate workflows, agents, and knowledge across every customer interaction at precision and scale. The software provides front- and back-office workflow connectivity, knowledge bridging across teams, and augmented human and AI agent collaboration by leveraging Enlighten AI, trained on the industry's largest labeled and validated CX dataset. It automates customer service journey design and operation and reduces the fragmentation caused by traditional inflexible CCaaS platforms and point solutions. RingCentral Contact Center addresses productivity and consistency challenges by combining unified communications and contact center capabilities under one open, comprehensive platform. The software supports cross-channel customer interactions, role-based agent augmentation, and end-to-end journey management for organizations of all sizes. **Average Rating:** 4.1/5.0 **Total Reviews:** 199 **How Do G2 Users Rate RingCentral Contact Center?** - **Has the product been a good partner in doing business?:** 8.1/10 (Category avg: 9.2/10) - **Proactive Engagement:** 9.6/10 (Category avg: 8.6/10) - **Contextual Engagement:** 9.2/10 (Category avg: 8.5/10) - **Self-Serve Support:** 8.0/10 (Category avg: 8.5/10) **Who Is the Company Behind RingCentral Contact Center?** - **Seller:** [RingCentral](https://www.g2.com/sellers/ringcentral) - **Company Website:** https://www.ringcentral.com - **Year Founded:** 1999 - **HQ Location:** Belmont, CA - **Twitter:** @RingCentral (61,963 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/60868/ (6,726 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Computer Software, Consumer Services - **Company Size:** 48% Small-Business, 37% Mid-Market #### What Are RingCentral Contact Center's Pros and Cons? **Pros:** - Ease of Use (27 reviews) - Helpful (15 reviews) - Intuitive (15 reviews) - Customer Support (14 reviews) - Efficiency (14 reviews) **Cons:** - Call Issues (12 reviews) - Call Functionality (10 reviews) - Call Quality Issues (9 reviews) - Connection Issues (7 reviews) - Connectivity Issues (6 reviews) ### What Do G2 Reviewers Say About RingCentral Contact Center? *AI-generated summary from verified user reviews* **Pros:** - Users find RingCentral Contact Center to be incredibly **easy to use** , enhancing communication and accessibility for remote teams. - Users value the **efficiency and seamless connectivity** of RingCentral Contact Center for remote team communication. - Users appreciate the **intuitive interface** of RingCentral, making it easy to manage calls and meetings seamlessly. - Users appreciate the **helpful customer support** of RingCentral Contact Center, ensuring quick resolutions and seamless functionality. - Users value the **efficiency** of RingCentral Contact Center, appreciating quick resolutions and seamless omnichannel communication. **Cons:** - Users report **call issues** with unreliable numbers and delayed support, affecting overall function and user experience. - Users report issues with **call connectivity** , including disconnections and difficulty managing calls in progressive mode. - Users experience **call quality issues** with RingCentral, including disconnections and difficulties connecting on mobile devices. - Users often face **connection issues** with RingCentral, complicating call handling and leading to a frustrating experience. - Users report frequent **connectivity issues** with RingCentral Contact Center, affecting calls and overall functionality. #### What Are Recent G2 Reviews of RingCentral Contact Center? **"[Great Overall Application for Connecting people in every way.](https://www.g2.com/survey_responses/ringcentral-contact-center-review-12642329)"** **Rating:** 5.0/5.0 stars *— Ashwin P.* [Read full review](https://www.g2.com/survey_responses/ringcentral-contact-center-review-12642329) --- **"[Reliable Contact Center Platform for Efficient Customer Engagement](https://www.g2.com/survey_responses/ringcentral-contact-center-review-12988855)"** **Rating:** 5.0/5.0 stars *— Suhasu U.* [Read full review](https://www.g2.com/survey_responses/ringcentral-contact-center-review-12988855) --- #### What Are G2 Users Discussing About RingCentral Contact Center? - [What is RingCentral Contact Center used for?](https://www.g2.com/discussions/what-is-ringcentral-contact-center-used-for) - [How good is RingCentral?](https://www.g2.com/discussions/how-good-is-ringcentral) - 2 comments, 1 upvote - [What is the difference between a contact center and a call center?](https://www.g2.com/discussions/what-is-the-difference-between-a-contact-center-and-a-call-center) - [How does call center software work?](https://www.g2.com/discussions/how-does-call-center-software-work) - [What is a contact center software?](https://www.g2.com/discussions/what-is-a-contact-center-software) ### 14. [Tidio](https://www.g2.com/products/tidio/reviews) Tidio is a software designed to provide an all-in-one customer support suite combining help desk, live chat, chatbot automation, and AI agent capabilities for businesses across ecommerce, services, and tech. The software provides real-time customer engagement, FAQ automation, omnichannel conversation management, and order management for Shopify by leveraging Lyro, its conversational AI agent trained on existing help content. It automates responses to common inquiries and reduces missed chats, response times, and agent workload by resolving up to 67% of customer questions without human involvement. Tidio addresses the challenge of scaling support without overwhelming teams by combining rules-based Flows automation with intelligent AI handoff to human agents when needed. The software supports deployments across email, Messenger, Instagram, and WhatsApp within a unified dashboard, and is used by more than 300,000 businesses worldwide. **Average Rating:** 4.6/5.0 **Total Reviews:** 1,842 **How Do G2 Users Rate Tidio?** - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.2/10) - **Proactive Engagement:** 8.5/10 (Category avg: 8.6/10) - **Contextual Engagement:** 8.2/10 (Category avg: 8.5/10) - **Self-Serve Support:** 8.4/10 (Category avg: 8.5/10) **Who Is the Company Behind Tidio?** - **Seller:** [Tidio](https://www.g2.com/sellers/tidio) - **Company Website:** https://www.tidio.com/ - **Year Founded:** 2013 - **HQ Location:** San Francisco, California - **Twitter:** @tidiocx (1,306 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/3343461/ (177 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Owner, CEO - **Top Industries:** Retail, Marketing and Advertising - **Company Size:** 90% Small-Business, 8% Mid-Market #### What Are Tidio's Pros and Cons? **Pros:** - Ease of Use (225 reviews) - Helpful (184 reviews) - Chatbots (155 reviews) - Easy Setup (154 reviews) - Features (134 reviews) **Cons:** - Expensive (76 reviews) - Limited Customization (57 reviews) - Cost (56 reviews) - Limited Features (55 reviews) - Missing Features (55 reviews) ### What Do G2 Reviewers Say About Tidio? *AI-generated summary from verified user reviews* **Pros:** - Users praise Tidio for its **ease of use** , making customer communication seamless and efficient for teams. - Users value the **immediate customer support** provided by Tidio, enhancing engagement and satisfaction significantly. - Users praise Tidio for its **efficient AI chatbot** that enhances customer interaction and reduces wait times significantly. - Users appreciate the **easy setup** of Tidio, making the initial configuration a smooth and quick process. - Users appreciate Tidio for its **instant customer support capabilities** , enhancing service efficiency and satisfaction immensely. **Cons:** - Users find Tidio **expensive** , especially for customizable features, making it hard for freelancers to afford. - Users find Tidio's **limited customization** options frustrating, wishing for more control over chat workflows and mandatory fields. - Users find Tidio's **pricing model too expensive** , suggesting a need for more affordable options for smaller businesses. - Users desire **more features** in Tidio, including styles, capabilities on mobile, and editing options for chat responses. - Users find Tidio's **missing advanced features** restrictive, particularly for small businesses and live support needs. #### What Are Recent G2 Reviews of Tidio? **"[Effective Chat Automation for Travel Customer Engagement](https://www.g2.com/survey_responses/tidio-review-12974054)"** **Rating:** 4.5/5.0 stars *— Advik D.* [Read full review](https://www.g2.com/survey_responses/tidio-review-12974054) --- **"[Easy setup, Lyro AI, and custom flows make Tidio great for customer support](https://www.g2.com/survey_responses/tidio-review-11581687)"** **Rating:** 5.0/5.0 stars *— Akarsh B.* [Read full review](https://www.g2.com/survey_responses/tidio-review-11581687) --- #### What Are G2 Users Discussing About Tidio? - [How can I set up and optimize chatbots in Tidio for my e-commerce site?](https://www.g2.com/discussions/how-can-i-set-up-and-optimize-chatbots-in-tidio-for-my-e-commerce-site) - 3 comments - [What is Tidio used for?](https://www.g2.com/discussions/what-is-tidio-used-for) - 4 comments, 1 upvote - [How do I uninstall Tidio?](https://www.g2.com/discussions/how-do-i-uninstall-tidio) - 1 comment - [Is Tidio safe?](https://www.g2.com/discussions/is-tidio-safe) - 7 comments - [How do you use Tidio?](https://www.g2.com/discussions/how-do-you-use-tidio) - 2 comments ### 15. [Kustomer](https://www.g2.com/products/kustomer/reviews) Kustomer is the Intelligent Customer Experience Platform empowering brands to put customers at the center of every interaction. By unifying customer data, conversations, and AI-powered workflows into one seamless workspace, teams deliver service that delights, retains, and drives growth. With Kustomer, support becomes faster, smarter, and more personal. **Average Rating:** 4.4/5.0 **Total Reviews:** 528 **How Do G2 Users Rate Kustomer?** - **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.2/10) - **Proactive Engagement:** 9.0/10 (Category avg: 8.6/10) - **Contextual Engagement:** 9.1/10 (Category avg: 8.5/10) - **Self-Serve Support:** 8.6/10 (Category avg: 8.5/10) **Who Is the Company Behind Kustomer?** - **Seller:** [Kustomer](https://www.g2.com/sellers/kustomer) - **Company Website:** https://www.kustomer.com - **Year Founded:** 2015 - **HQ Location:** Short Hills, US - **Twitter:** @kustomer (2,203 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/10517045/ (292 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Customer Service Representative, Member Experience Associate - **Top Industries:** Consumer Services, Retail - **Company Size:** 65% Mid-Market, 21% Small-Business #### What Are Kustomer's Pros and Cons? **Pros:** - Ease of Use (56 reviews) - Features (42 reviews) - Helpful (37 reviews) - Efficiency (30 reviews) - Automation (20 reviews) **Cons:** - Slow Performance (21 reviews) - Slow Loading (17 reviews) - Learning Curve (16 reviews) - Complexity (14 reviews) - Not Intuitive (13 reviews) ### What Do G2 Reviewers Say About Kustomer? *AI-generated summary from verified user reviews* **Pros:** - Users praise the **ease of use** of Kustomer, finding it intuitive and convenient for managing customer information. - Users enjoy the **intuitive interface** of Kustomer that centralizes information and enhances communication and efficiency. - Users appreciate the **centralized customer information** in Kustomer, enhancing efficiency and effectiveness in service operations. - Users appreciate the **efficiency** of Kustomer, as it simplifies management and integrates seamlessly with other platforms. - Users value Kustomer's **automation features** for enhancing efficiency and enabling seamless task management across operations. **Cons:** - Users experience **slow performance** with Kustomer, including lagging load times and frustrating workflow interruptions. - Users experience frustrating **slow loading** times with Kustomer, impacting their ability to resolve customer issues efficiently. - Users find Kustomer to have a **steep learning curve** , with complex navigation and clunky performance impacting usability. - Users find Kustomer's **complexity and steep learning curve** hinder adaptability, often necessitating additional training and resources. - Users find Kustomer's interface to be **not intuitive** , making navigation and onboarding significantly challenging for newcomers. #### What Are Recent G2 Reviews of Kustomer? **"[Unified View and Workflow Ease with Kustomer](https://www.g2.com/survey_responses/kustomer-review-11826298)"** **Rating:** 4.5/5.0 stars *— Austin J.* [Read full review](https://www.g2.com/survey_responses/kustomer-review-11826298) --- **"[All-in-One Customer Support Hub with an Appealing UI](https://www.g2.com/survey_responses/kustomer-review-12847358)"** **Rating:** 5.0/5.0 stars *— Ashwin B.* [Read full review](https://www.g2.com/survey_responses/kustomer-review-12847358) --- #### What Are G2 Users Discussing About Kustomer? - [What is Kustomer used for?](https://www.g2.com/discussions/what-is-kustomer-used-for) ### 16. [Gladly](https://www.g2.com/products/gladly/reviews) Gladly is a software designed to help customer-centric B2C brands drive down service costs, nurture customer relationships, and increase loyalty by centering every conversation on the customer rather than the ticket. The software provides continuous cross-channel conversation management and empathetic automation by leveraging proprietary Customer AI that is built to understand and prioritize individual customers. It automates routine service interactions and reduces operational overhead while preserving the human connection needed for complex or sensitive conversations. Gladly addresses the foundational shortcomings of ticket-based CX platforms by reimagining the service model around people and persistent conversation history. The software supports radically efficient and radically personal service experiences for B2C leaders across retail and consumer services. **Average Rating:** 4.7/5.0 **Total Reviews:** 1,085 **How Do G2 Users Rate Gladly?** - **Has the product been a good partner in doing business?:** 9.5/10 (Category avg: 9.2/10) - **Proactive Engagement:** 9.3/10 (Category avg: 8.6/10) - **Contextual Engagement:** 9.1/10 (Category avg: 8.5/10) - **Self-Serve Support:** 9.0/10 (Category avg: 8.5/10) **Who Is the Company Behind Gladly?** - **Seller:** [Gladly](https://www.g2.com/sellers/gladly) - **Company Website:** https://www.gladly.ai - **Year Founded:** 2014 - **HQ Location:** San Francisco, California - **Twitter:** @gladly (4,071 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/7950938/ (225 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Customer Service Representative, Customer Experience Advisor - **Top Industries:** Retail, Consumer Services - **Company Size:** 61% Mid-Market, 22% Small-Business #### What Are Gladly's Pros and Cons? **Pros:** - Ease of Use (191 reviews) - Helpful (135 reviews) - Features (128 reviews) - Efficiency (105 reviews) - Customer Support (78 reviews) **Cons:** - Missing Features (40 reviews) - Complexity (31 reviews) - Limited Features (31 reviews) - Learning Curve (30 reviews) - Limited Customization (30 reviews) ### What Do G2 Reviewers Say About Gladly? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of Gladly, making it beginner-friendly and efficient for team communication. - Users find Gladly **extremely helpful** for organization and easy access to tools, enhancing agent efficiency and customer support. - Users appreciate the **innovative features** of Gladly, enhancing customer experience and streamlining support processes effectively. - Users find Gladly enhances **efficiency** , streamlining workflows and improving customer interactions across the support process. - Users praise Gladly for its **exceptional onboarding process** , making adoption easy and enhancing customer support efficiency. **Cons:** - Users find Gladly lacks **essential features** like AI accuracy and third-party support, limiting overall efficiency and functionality. - Users find the **complexity** of Gladly's interface can overwhelm and complicate finding critical information during busy times. - Users find Gladly's **limited features** hinder efficiency, particularly in AI accuracy and third-party support integration. - Users experience a **slight learning curve** initially, though onboarding support helps ease the transition to using Gladly. - Users find the **limited customization** options in Gladly restrict their ability to tailor reports and user experience. #### What Are Recent G2 Reviews of Gladly? **"[Intuitive, Unified Customer Conversations with Powerful Analytics](https://www.g2.com/survey_responses/gladly-review-12917752)"** **Rating:** 4.5/5.0 stars *— Luciana S.* [Read full review](https://www.g2.com/survey_responses/gladly-review-12917752) --- **"[managing home care visits using gladly](https://www.g2.com/survey_responses/gladly-review-12765926)"** **Rating:** 4.5/5.0 stars *— Ranjit K.* [Read full review](https://www.g2.com/survey_responses/gladly-review-12765926) --- #### What Are G2 Users Discussing About Gladly? - [What is Gladly used for?](https://www.g2.com/discussions/gladly-what-is-gladly-used-for) - 2 comments - [What is Gladly used for?](https://www.g2.com/discussions/what-is-gladly-used-for) ### 17. [SAP Service Cloud](https://www.g2.com/products/sap-service-cloud/reviews) 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 service that increases customer loyalty. Connect channels, people and processes to quickly solve customer issues: activate the entire enterprise to resolve customer issues and increase productivity. Leverage AI-powered insight for speed and efficiency: empower your service teams with a unified agent desktop and rich insights, supported by AI-based automation and recommendations Adapt and thrive in the era of constant change: quickly adapt your customer service when needed with the composable, scalable solution **Average Rating:** 4.4/5.0 **Total Reviews:** 248 **How Do G2 Users Rate SAP Service Cloud?** - **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.2/10) - **Proactive Engagement:** 8.6/10 (Category avg: 8.6/10) - **Contextual Engagement:** 8.7/10 (Category avg: 8.5/10) - **Self-Serve Support:** 8.7/10 (Category avg: 8.5/10) **Who Is the Company Behind SAP Service Cloud?** - **Seller:** [SAP](https://www.g2.com/sellers/sap) - **Company Website:** https://www.sap.com/ - **Year Founded:** 1972 - **HQ Location:** Walldorf - **Twitter:** @SAP (297,052 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/sap/ (141,955 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Software Engineer, Consultant - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 39% Mid-Market, 34% Enterprise #### What Are SAP Service Cloud's Pros and Cons? **Pros:** - Ease of Use (25 reviews) - Features (22 reviews) - Efficiency (21 reviews) - Visibility (17 reviews) - Case Management (16 reviews) **Cons:** - Complexity (24 reviews) - Learning Curve (21 reviews) - Steep Learning Curve (18 reviews) - Interface Issues (15 reviews) - Not Intuitive (13 reviews) ### What Do G2 Reviewers Say About SAP Service Cloud? *AI-generated summary from verified user reviews* **Pros:** - Users value the **ease of use** of SAP Service Cloud, enhancing their organization and efficiency in customer interactions. - Users value the **powerful customization tools** in SAP Service Cloud, enhancing efficiency and streamlining customer service operations. - Users commend the **efficiency** of SAP Service Cloud, streamlining service operations and improving customer satisfaction significantly. - Users value the **visibility** provided by SAP Service Cloud, offering a comprehensive view of customer interactions and service activities. - Users appreciate the **automated processes** in SAP Service Cloud, enhancing ticketing efficiency and SLA tracking. **Cons:** - Users find the **complexity** of SAP Service Cloud overwhelming, requiring extensive training and lengthy setups for effective use. - Users find the **steep learning curve** of SAP Service Cloud challenging, complicating configuration and customization for new users. - Users find SAP Service Cloud has a **steep learning curve** , making configuration and customization quite complex for newcomers. - Users find the **interface issues** frustrating, as it feels outdated and complex for newcomers to navigate effectively. - Users find the **non-intuitive interface** of SAP Service Cloud creates a challenging learning curve and slows workflow efficiency. #### What Are Recent G2 Reviews of SAP Service Cloud? **"[Comprehensive Integration and Insights, Minor UI Hurdles](https://www.g2.com/survey_responses/sap-service-cloud-review-11765561)"** **Rating:** 5.0/5.0 stars *— Carl N.* [Read full review](https://www.g2.com/survey_responses/sap-service-cloud-review-11765561) --- **"[Modern UI and SAP Integration Impress](https://www.g2.com/survey_responses/sap-service-cloud-review-12250759)"** **Rating:** 4.5/5.0 stars *— Dragan B.* [Read full review](https://www.g2.com/survey_responses/sap-service-cloud-review-12250759) --- #### What Are G2 Users Discussing About SAP Service Cloud? - [What is SAP Service Cloud used for?](https://www.g2.com/discussions/what-is-sap-service-cloud-used-for) ### 18. [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) 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, and speed up resolution time. With CSM, your organization can: - Deflect calls and increase satisfaction by enabling customers to self-serve answers and actions via an AI-powered conversational chat. - Increase capacity to handle more cases, extend business hours, and manage routine tasks with AI agents. - Save agents time with AI-generated case histories, case summaries, and suggested resolutions. - Integrate with top CCaaS solutions to unify routing, centralize call and work management, and boost agent efficiency on one AI-powered workspace. - Resolve issues quickly and consistently by automating tasks, uncovering bottlenecks, and improving processes. - Get up and running quickly and maintain a low TCO with continuous innovation in one extensible AI platform. Harness the power of AI, data and workflows to delight customers and deliver on what they want quickly, drive unprecedented agent productivity, and foster a whole new level of customer loyalty. **Average Rating:** 4.4/5.0 **Total Reviews:** 403 **How Do G2 Users Rate ServiceNow Customer Service Management?** - **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 9.2/10) - **Proactive Engagement:** 8.6/10 (Category avg: 8.6/10) - **Contextual Engagement:** 8.9/10 (Category avg: 8.5/10) - **Self-Serve Support:** 7.6/10 (Category avg: 8.5/10) **Who Is the Company Behind ServiceNow Customer Service Management?** - **Seller:** [ServiceNow](https://www.g2.com/sellers/servicenow) - **Company Website:** https://www.servicenow.com/ - **Year Founded:** 2004 - **HQ Location:** Santa Clara, CA - **Twitter:** @servicenow (55,548 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/29352/ (35,081 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Information Technology and Services, Telecommunications - **Company Size:** 45% Enterprise, 28% Mid-Market #### What Are ServiceNow Customer Service Management's Pros and Cons? **Pros:** - Ease of Use (34 reviews) - Features (26 reviews) - Efficiency (21 reviews) - Case Management (20 reviews) - Automation (18 reviews) **Cons:** - Learning Curve (18 reviews) - Steep Learning Curve (15 reviews) - Limited Customization (13 reviews) - Complexity (12 reviews) - Improvements Needed (9 reviews) ### What Do G2 Reviewers Say About ServiceNow Customer Service Management? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** in ServiceNow, enjoying intuitive UI and streamlined ticket management. - Users value the **seamless ITIL integration** of ServiceNow CSM, enhancing workflows and optimizing customer service efficiency. - Users appreciate the **efficiency** of ServiceNow CSM, enhancing customer interactions and speeding up issue resolution significantly. - Users appreciate the **out-of-the-box case management features** of ServiceNow for enhancing workflow and agent efficiency. - Users value the **automation capabilities** of ServiceNow CSM, enhancing efficiency and improving customer satisfaction through streamlined processes. **Cons:** - Users find the **learning curve complicated** , requiring maturity and experience to navigate effectively during onboarding. - Users find the **steep learning curve** of ServiceNow Customer Service Management challenging without proper onboarding and training. - Users find the **limited customization** frustrating, as it hampers effective tracking and communication for projects. - Users find the **complexity of setup and configuration** in ServiceNow Customer Service Management to be challenging and time-consuming. - Users suggest that **improvements are needed** in the interface and setup of ServiceNow for better usability. #### What Are Recent G2 Reviews of ServiceNow Customer Service Management? **"[Efficient platform for managing customer support workflows](https://www.g2.com/survey_responses/servicenow-customer-service-management-review-12817726)"** **Rating:** 4.5/5.0 stars *— Dharamveer p.* [Read full review](https://www.g2.com/survey_responses/servicenow-customer-service-management-review-12817726) --- **"[Facilitate Problem Management with Detailed Ticketing](https://www.g2.com/survey_responses/servicenow-customer-service-management-review-13023317)"** **Rating:** 5.0/5.0 stars *— David C.* [Read full review](https://www.g2.com/survey_responses/servicenow-customer-service-management-review-13023317) --- #### What Are G2 Users Discussing About ServiceNow Customer Service Management? - [What is ServiceNow Customer Service Management used for?](https://www.g2.com/discussions/what-is-servicenow-customer-service-management-used-for) - 1 comment - [What does ServiceNow Customer Service Management do?](https://www.g2.com/discussions/what-does-servicenow-customer-service-management-do) - [What is ServiceNow service management?](https://www.g2.com/discussions/what-is-servicenow-service-management) - 1 comment - [Is service now a CRM tool?](https://www.g2.com/discussions/is-service-now-a-crm-tool) - 2 comments - [What is ServiceNow customer service management?](https://www.g2.com/discussions/what-is-servicenow-customer-service-management) - 1 comment ### 19. [LiveChat](https://www.g2.com/products/livechat/reviews) LiveChat is a comprehensive customer communication platform that enables businesses to connect with their website visitors and customers in real-time, driving sales, delivering support, and enhancing customer satisfaction. Designed for ecommerce teams, the platform boosts AOV, upsell, and overall ROI by engaging shoppers at the right moment and converting more traffic into revenue. AI and advanced analytics surface sales opportunities, automate routine conversations, and give clear visibility into performance. All essential tools - including AI automation, analytics, a customizable chat widget, and agent apps - come together in one easy-to-deploy, no-code platform that delivers value quickly. ✅ Benefits • Higher conversions by capturing visitor attention at key moments through proactive, real-time engagement. • Lower operational overhead and greater agent productivity thanks to managing all communication channels in one unified workspace. • Better business decisions and clearer performance insights driven by transparent reporting on conversions, lead quality, and sales opportunities. • Faster responses and more time for high-value conversations enabled by AI that automates routine work and supports agents with smart assistance. • Stronger customer engagement and higher average order value through chat experiences tailored to your brand and optimized for upsell. 💬 Key features • Chat tools and widget: Real-time, two-way conversations with visitors, supported by file sharing, chat archives, automated greetings (like sneak-peek and inactivity prompts), seamless chat transfer, and post-chat ratings. • Multi-channel messaging: Manage all conversations from a single workspace - one license covers unlimited websites and apps, plus Facebook Messenger, WhatsApp Business, and email. • AI and automation: Leverage built-in AI features, including Copilot, reply suggestions, chat summaries, and insights extracted from high-volume conversations to boost efficiency and speed. • Analytics and reporting: Access intuitive dashboards that track agent performance, conversions, customer behavior, and more, with robust filtering and easy data export. • Customization and integrations: Tailor the widget’s appearance, language, and brand voice, and extend capabilities with 200+ integrations across CRMs, ecommerce platforms, help desks, and automation tools. • Easy implementation: Add LiveChat to your site with a simple code snippet-no heavy development or complex setup required. • Security and support: Benefit from enterprise-grade security, reliable infrastructure, and 24/7/365 customer support to keep your communication running flawlessly. 🌎 Trusted by teams worldwide to drive growth Thousands of companies worldwide utilize LiveChat to deliver fast and personalized customer interactions. Over 40% of customers prefer brands that offer live chat, and businesses that consistently use it see higher conversion rates and stronger engagement. LiveChat helps teams work more efficiently, improve satisfaction, and drive measurable growth. Adding specific customer results - like increases in conversions or agent productivity - can further highlight its impact. About Us LiveChat was created by Text S.A., a global software company headquartered in Wrocław, Poland. For over two decades, we’ve been dedicated to building tools that help businesses communicate better with their customers. LiveChat serves companies in more than 150 countries - from growing ecommerce stores to established B2B SaaS organizations - empowering them to deliver fast, personal, and effective customer service. **Average Rating:** 4.5/5.0 **Total Reviews:** 784 **How Do G2 Users Rate LiveChat?** - **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.2/10) - **Proactive Engagement:** 10.0/10 (Category avg: 8.6/10) - **Contextual Engagement:** 10.0/10 (Category avg: 8.5/10) - **Self-Serve Support:** 10.0/10 (Category avg: 8.5/10) **Who Is the Company Behind LiveChat?** - **Seller:** [Text](https://www.g2.com/sellers/text) - **Company Website:** https://www.text.com/ - **Year Founded:** 2002 - **HQ Location:** Boston, MA, USA - **Twitter:** @text_hq (150 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/text/ (381 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Customer Service Representative, CEO - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 44% Small-Business, 36% Mid-Market #### What Are LiveChat's Pros and Cons? **Pros:** - Ease of Use (24 reviews) - Features (20 reviews) - Live Chat (19 reviews) - Helpful (16 reviews) - Easy Setup (14 reviews) **Cons:** - Not Intuitive (7 reviews) - Chatbot Issues (6 reviews) - Chat Management (5 reviews) - Expensive (5 reviews) - Improvements Needed (5 reviews) ### What Do G2 Reviewers Say About LiveChat? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of LiveChat, making customer communication fast and effective with a simple interface. - Users appreciate the **intuitive features** of LiveChat, enhancing lead tracking and providing valuable insights for better engagement. - Users value the **real-time interaction** of LiveChat, enhancing customer support and driving revenue efficiently. - Users find LiveChat's **helpfulness** exceptional, thanks to its efficient engagement features and excellent support services. - Users find the **initial setup easy** , allowing effective communication with customers and smooth integration with tools. **Cons:** - Users find LiveChat **not intuitive** , struggling with product navigation and missing notifications amidst busy chat sessions. - Users face issues with **notification sounds and difficult support** , leading to missed chats and frustration during busy periods. - Users struggle with **notification issues** and team chat visibility, which can lead to missed messages and frustration. - Users find LiveChat to be **expensive** , especially non-profits, impacting affordability and overall satisfaction. - Users suggest **improvements needed** in AI integration for responses, updated information, and better pricing for nonprofits. #### What Are Recent G2 Reviews of LiveChat? **"[LiveChat Streamlines Real-Time Conversations and Captures More Qualified Leads](https://www.g2.com/survey_responses/livechat-review-12506531)"** **Rating:** 5.0/5.0 stars *— Brianna C.* [Read full review](https://www.g2.com/survey_responses/livechat-review-12506531) --- **"[Message Sneak Peek Helps You Respond Faster and Stay Proactive](https://www.g2.com/survey_responses/livechat-review-12764598)"** **Rating:** 4.0/5.0 stars *— Sabina K.* [Read full review](https://www.g2.com/survey_responses/livechat-review-12764598) --- #### What Are G2 Users Discussing About LiveChat? - [What is LiveChat used for?](https://www.g2.com/discussions/what-is-livechat-used-for) ### 20. [Textline](https://www.g2.com/products/textline/reviews) Textline is a feature-rich and secure business texting platform. It empowers support, sales, marketing, and operations teams to communicate better and at scale. Connect with customers, leads, patients, or employees using Textline to build better relationships, deliver top-notch customer service, or close more deals. With features like a shared SMS inbox, two-way texting, HIPAA-compliant SMS, live web chat, automations, and more, Textline helps thousands of companies, including 1-800-GOT-JUNK?, Tuft & Needle, and Lyft, improve and streamline business conversations. Try Textline free for 14 days today and start customizing your customer outreach and automating your communication workflows. **Average Rating:** 4.7/5.0 **Total Reviews:** 379 **How Do G2 Users Rate Textline?** - **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.2/10) - **Proactive Engagement:** 9.0/10 (Category avg: 8.6/10) - **Contextual Engagement:** 8.4/10 (Category avg: 8.5/10) - **Self-Serve Support:** 8.4/10 (Category avg: 8.5/10) **Who Is the Company Behind Textline?** - **Seller:** [Textline](https://www.g2.com/sellers/textline) - **Company Website:** https://textline.com/ - **Year Founded:** 2015 - **HQ Location:** Los Angeles, CA - **Twitter:** @textline (281 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/7583438/ (62 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** CEO, Operations Manager - **Top Industries:** Health, Wellness and Fitness, Hospital & Health Care - **Company Size:** 68% Small-Business, 27% Mid-Market #### What Are Textline's Pros and Cons? **Pros:** - Ease of Use (141 reviews) - Customer Support (127 reviews) - Helpful (125 reviews) - Communication (85 reviews) - Features (79 reviews) **Cons:** - Missing Features (37 reviews) - Messaging Issues (31 reviews) - Notification Issues (26 reviews) - Limited Features (19 reviews) - SMS Issues (19 reviews) ### What Do G2 Reviewers Say About Textline? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of Textline, allowing simple communication and quick desktop access. - Users praise the **friendly and responsive customer support** of Textline, ensuring quick resolutions to inquiries. - Users appreciate the **helpful customer support** of Textline, noting quick responses and efficient issue resolution. - Users appreciate the **efficient communication capabilities** of Textline, enhancing timely customer support and service delivery. - Users appreciate the **efficient communication capabilities** of Textline, enhancing customer support and service delivery significantly. **Cons:** - Users feel the lack of **advanced messaging features** limits Textline's functionality compared to other apps like WhatsApp. - Users experience **messaging issues** requiring manual refreshes for new messages and difficulties navigating conversations. - Users report **notification issues** with Textline, citing the need for better filtering and granularity in alerts. - Users find Textline's **limited features** frustrating, particularly lacking shortcuts for bulk messages and integration options. - Users experience **unexplained errors** with Textline, encountering silent failures when messages fail to send. #### What Are Recent G2 Reviews of Textline? **"[Efficient, Versatile, and Essential Communication Tool](https://www.g2.com/survey_responses/textline-review-10345791)"** **Rating:** 5.0/5.0 stars *— Greg S.* [Read full review](https://www.g2.com/survey_responses/textline-review-10345791) --- **"[Textline Makes Patient Communication Smooth, Fast, and Easy](https://www.g2.com/survey_responses/textline-review-12696238)"** **Rating:** 5.0/5.0 stars *— Bahareh H.* [Read full review](https://www.g2.com/survey_responses/textline-review-12696238) --- #### What Are G2 Users Discussing About Textline? - [How much is textline a month?](https://www.g2.com/discussions/how-much-is-textline-a-month) - [How does text line work?](https://www.g2.com/discussions/how-does-text-line-work) - [What is Textline com?](https://www.g2.com/discussions/what-is-textline-com) - [Is Textline good?](https://www.g2.com/discussions/is-textline-good) - 2 comments, 1 upvote ### 21. [HighLevel](https://www.g2.com/products/highlevel/reviews) HighLevel is an all-in-one Sales & Marketing CRM currently powering hundreds of thousands of businesses worldwide. Functionality includes CRM, Email, 2-way SMS, Consolidated SMS/Messenger/Instagram DM/Whatsapp/GMB Chat, Outbound Calling, Call Tracking, Call Recording, Power Dialer, Form Builder, Survey Builder, Funnel Builder, Website Builder, Online Scheduling, Workflow Automation, Social Media Scheduling, Proposals, Estimates, Invoicing, Reporting, Webhooks, and more! Flat pricing, unlimited sub-accounts for agencies managing clients that can be cloned to speed up setups, and even white-label! Start with a 14 day free trial! **Average Rating:** 4.6/5.0 **Total Reviews:** 628 **How Do G2 Users Rate HighLevel?** - **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 9.2/10) - **Proactive Engagement:** 9.7/10 (Category avg: 8.6/10) - **Contextual Engagement:** 8.6/10 (Category avg: 8.5/10) - **Self-Serve Support:** 9.7/10 (Category avg: 8.5/10) **Who Is the Company Behind HighLevel?** - **Seller:** [HighLevel](https://www.g2.com/sellers/highlevel) - **Company Website:** https://gohighlevel.com - **Year Founded:** 2018 - **HQ Location:** Dallas, Texas - **Twitter:** @gohighlevel (8,862 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/highlevel/ (2,407 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Owner, CEO - **Top Industries:** Marketing and Advertising, Consulting - **Company Size:** 64% Small-Business, 3% Mid-Market #### What Are HighLevel's Pros and Cons? **Pros:** - Features (155 reviews) - Helpful (138 reviews) - Customer Support (135 reviews) - Feature Richness (125 reviews) - Automation (122 reviews) **Cons:** - Learning Curve (140 reviews) - Missing Features (91 reviews) - Steep Learning Curve (89 reviews) - Not Intuitive (56 reviews) - Poor Customer Support (52 reviews) ### What Do G2 Reviewers Say About HighLevel? *AI-generated summary from verified user reviews* **Pros:** - Users value the **flexibility and ease of use** of HighLevel, enabling efficient data management and streamlined processes. - Users appreciate the **efficiency and customer service** of HighLevel, benefiting from innovation and no extra charges. - Users value the **exceptional customer support** of HighLevel, ensuring a seamless and responsive experience when needed. - Users value the **extensive feature set** of HighLevel, appreciating the integration of multiple marketing tools in one platform. - Users love the **intuitive automation features** of HighLevel, enhancing efficiency with seamless integrations and workflows. **Cons:** - Users find the **steep learning curve** of HighLevel challenging, making it difficult to fully utilize the software. - Users feel the **missing features** in HighLevel hinder their email marketing and live streaming capabilities. - Users report a **steep learning curve** with HighLevel, making it challenging for those new to the platform. - Users find HighLevel to be **not intuitive** , noting its complexity and learning curve despite its business potential. - Users express frustration with **poor customer support** , often finding responses lacking and unhelpful when issues arise. #### What Are Recent G2 Reviews of HighLevel? **"[Outstanding C ***** 5 stars for Mari Aguilar. she needs a raise I will be sending her boss an email](https://www.g2.com/survey_responses/highlevel-review-12853292)"** **Rating:** 5.0/5.0 stars *— Joe G.* [Read full review](https://www.g2.com/survey_responses/highlevel-review-12853292) --- **"[HighLevel centralizes CRM and automations with great flexibility](https://www.g2.com/survey_responses/highlevel-review-12432105)"** **Rating:** 4.0/5.0 stars *— Francisco P.* [Read full review](https://www.g2.com/survey_responses/highlevel-review-12432105) --- #### What Are G2 Users Discussing About HighLevel? - [How are other agencies working around HighLevel’s limits for bigger or more custom clients?](https://www.g2.com/discussions/how-are-other-agencies-working-around-highlevel-s-limits-for-bigger-or-more-custom-clients) - 3 comments, 1 upvote - [Has pricing and “hidden” add‑ons changed how you package HighLevel to your own clients?](https://www.g2.com/discussions/has-pricing-and-hidden-add-ons-changed-how-you-package-highlevel-to-your-own-clients) - 1 comment - [What tips do you have for keeping email and SMS healthy when the tech side feels fragile?](https://www.g2.com/discussions/what-tips-do-you-have-for-keeping-email-and-sms-healthy-when-the-tech-side-feels-fragile) - 1 comment, 1 upvote - [How are you handling HighLevel’s steep learning curve without losing days of billable time?](https://www.g2.com/discussions/how-are-you-handling-highlevel-s-steep-learning-curve-without-losing-days-of-billable-time) - 1 comment - [Unstable workflows and random glitches slow down client work and force me to recheck everything](https://www.g2.com/discussions/unstable-workflows-and-random-glitches-slow-down-client-work-and-force-me-to-recheck-everything) - 1 comment, 1 upvote ### 22. [Kore.AI](https://www.g2.com/products/kore-ai/reviews) Kore.ai, a leader in enterprise AI, accelerates business outcomes from AI with agentic AI applications built on the industry-leading Kore.ai Agent Platform. Its growing catalogue includes pre-built solutions for banking, healthcare, and retail; horizontal applications for IT, HR, and recruiting; and marketplace that help enterprises deploy AI agents quickly across additional industries and use cases. Open and agnostic by design, Kore.ai gives organizations flexibility in choosing AI models, cloud infrastructure, and enterprise systems. Trusted by nearly 500 Global 2000 companies, Kore.ai enables secure, scalable AI adoption worldwide. With its roots grounded in the Enterprise, Kore.ai brings years of experience in AI applications for customer service, workplace productivity and process automation. The company has a strong patent portfolio in the AI space and has been recognized as a leader and an innovator by top analysts. Headquartered in Orlando, Kore.ai has a network of offices to support customers in India, the UK, the Middle East, Japan, South Korea, and Europe. Visit Kore.ai to learn more. **Average Rating:** 4.6/5.0 **Total Reviews:** 382 **How Do G2 Users Rate Kore.AI?** - **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 9.2/10) - **Proactive Engagement:** 8.9/10 (Category avg: 8.6/10) - **Contextual Engagement:** 8.9/10 (Category avg: 8.5/10) - **Self-Serve Support:** 8.9/10 (Category avg: 8.5/10) **Who Is the Company Behind Kore.AI?** - **Seller:** [Kore.ai](https://www.g2.com/sellers/kore-ai-87d44a58-d726-4ac9-9dc4-290730d220bc) - **Company Website:** https://kore.ai - **Year Founded:** 2013 - **HQ Location:** Orlando, FL - **Twitter:** @koredotai (5,659 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/3602865/ (1,275 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Software Engineer, Associate - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 41% Enterprise, 31% Small-Business #### What Are Kore.AI's Pros and Cons? **Pros:** - Ease of Use (206 reviews) - Features (117 reviews) - Chatbot Development (96 reviews) - Integrations (85 reviews) - Easy Integrations (74 reviews) **Cons:** - Learning Curve (46 reviews) - Usage Limitations (43 reviews) - Slow Performance (39 reviews) - Slow Loading (31 reviews) - Software Bugs (29 reviews) ### What Do G2 Reviewers Say About Kore.AI? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** in Kore.AI, enjoying effortless configurations and smooth integrations. - Users appreciate the **intuitive UI** and **effortless configurations** , making bot development accessible and satisfying. - Users value the **simplicity and user-friendliness** of Kore.AI for building effective chatbots easily. - Users appreciate the **effortless integration** capabilities of Kore.AI, enhancing their ability to connect with third-party APIs. - Users love the **easy integrations** of Kore.AI, allowing smooth connectivity with various third-party APIs and platforms. **Cons:** - Users find the **learning curve steep** , highlighting complexity and a need for enhanced resources for easier use. - Users experience **usage limitations** with Kore.AI, facing challenges in data interaction and batch testing restrictions. - Users report **slow performance** with Kore.AI, experiencing lags and loading issues that hinder their experience. - Users experience **slow loading** times with Kore.ai applications, impacting their workflow during updates and feature additions. - Users experience **software bugs** like stutters, loading issues, and occasional data editing problems, impacting usability. #### What Are Recent G2 Reviews of Kore.AI? **"[A Great First Platform for Learning and Building Chatbots](https://www.g2.com/survey_responses/kore-ai-review-12698539)"** **Rating:** 4.5/5.0 stars *— Yashwanth K.* [Read full review](https://www.g2.com/survey_responses/kore-ai-review-12698539) --- **"[Smart No-Code AI That Deflects Tickets and Delivers Clear ROI](https://www.g2.com/survey_responses/kore-ai-review-12546346)"** **Rating:** 5.0/5.0 stars *— Achyuth Kumar K.* [Read full review](https://www.g2.com/survey_responses/kore-ai-review-12546346) --- ### 23. [Salesmsg](https://www.g2.com/products/salesmsg/reviews) 𝗦𝗮𝗹𝗲𝘀𝗺𝘀𝗴 𝗶𝘀 𝘁𝗵𝗲 𝗰𝗼𝗻𝘃𝗲𝗿𝘀𝗮𝘁𝗶𝗼𝗻 𝗽𝗹𝗮𝘁𝗳𝗼𝗿𝗺 𝘁𝗵𝗮𝘁 𝗺𝗮𝗸𝗲𝘀 𝗲𝘃𝗲𝗿𝘆 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗶𝗻𝘁𝗲𝗿𝗮𝗰𝘁𝗶𝗼𝗻 𝘃𝗶𝘀𝗶𝗯𝗹𝗲, 𝘁𝗿𝗮𝗰𝗸𝗮𝗯𝗹𝗲, 𝗮𝗻𝗱 𝗽𝗿𝗼𝗳𝗲𝘀𝘀𝗶𝗼𝗻𝗮𝗹: 𝗳𝗿𝗼𝗺 𝘁𝗵𝗲 𝗳𝗶𝗿𝘀𝘁 𝘁𝗲𝘅𝘁 𝘁𝗼 𝗮 𝗹𝗶𝗳𝗲𝗹𝗼𝗻𝗴 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗿𝗲𝗹𝗮𝘁𝗶𝗼𝗻𝘀𝗵𝗶𝗽. Sales closes faster when every lead gets a response in under 60 seconds. Marketing runs SMS campaigns that actually get read, with a 98% open rate. Support handles more conversations without adding headcount. AI Agents work across every team and every stage of the funnel, responding, qualifying, routing, and following up automatically. It runs inside your CRM. Every text and call logs to the contact record automatically. Your team stays accountable and every manager sees exactly what's happening. What Salesmsg can do for your team: • Sales: automated first response, shared inbox, full rep visibility • Marketing: broadcasts, segmented campaigns, CRM-triggered sequences • Support: AI Agents that handle inbound 24/7, escalate when needed Real Results: • Cut daily recruiting work from 4 hours to 30 minutes with AI qualification • Dropped average lead response time from 27 to 21 minutes • Grew reps hitting quota from 3 to 13 after adding conversation visibility • 88% lift in response rate with AI Agents vs. manual follow-up Real conversations. Real results. That's how your team builds lasting customer relationships with Salesmsg. **Average Rating:** 4.7/5.0 **Total Reviews:** 401 **How Do G2 Users Rate Salesmsg?** - **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.2/10) **Who Is the Company Behind Salesmsg?** - **Seller:** [Salesmsg](https://www.g2.com/sellers/salesmsg) - **Company Website:** https://www.SalesMessage.com - **Year Founded:** 2017 - **HQ Location:** Delray Beach, FL - **Twitter:** @salesmsg (148 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/salesmsg/ (44 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Owner, Sales - **Top Industries:** Health, Wellness and Fitness, Real Estate - **Company Size:** 68% Small-Business, 27% Mid-Market #### What Are Salesmsg's Pros and Cons? **Pros:** - Ease of Use (141 reviews) - Easy Communication (74 reviews) - Easy Integration (66 reviews) - Integrations (61 reviews) - Customer Support (55 reviews) **Cons:** - Missing Features (25 reviews) - Messaging Issues (22 reviews) - Sending Issues (17 reviews) - Slow Loading (16 reviews) - SMS Issues (16 reviews) ### What Do G2 Reviewers Say About Salesmsg? *AI-generated summary from verified user reviews* **Pros:** - Users find Salesmsg to be **very easy to use** , enhancing communication without disturbing patients. - Users appreciate the **easy communication** of Salesmsg, simplifying interactions with patients while keeping everything organized. - Users value the **easy integration** with HubSpot, streamlining SMS communication for effective customer follow-up. - Users are impressed by the **seamless integration with HubSpot** , enhancing their messaging capabilities and overall experience. - Users love the **responsive customer support** of Salesmsg, making assistance readily available when needed. **Cons:** - Users find the **absence of dark mode and large image upload** features limiting for a better user experience. - Users face **messaging issues** with text delivery, outgoing calls, and limits on SMS sending capabilities. - Users experience **sending issues** with blank panels and lack of feedback on message delivery and responses. - Users report a **slow loading** issue with the mobile app, making it frustrating and less efficient for messaging. - Users face issues with **SMS delivery speed and high costs** for large campaigns, impacting their experience. #### What Are Recent G2 Reviews of Salesmsg? **"[Salesmsg’s Intuitive Interface Makes Getting Started Effortless](https://www.g2.com/survey_responses/salesmsg-review-12949481)"** **Rating:** 4.0/5.0 stars *— Hannah G.* [Read full review](https://www.g2.com/survey_responses/salesmsg-review-12949481) --- **"[Easy-to-Navigate Platform with Regular Updates and Standout Support](https://www.g2.com/survey_responses/salesmsg-review-12509445)"** **Rating:** 5.0/5.0 stars *— Verified User in Retail* [Read full review](https://www.g2.com/survey_responses/salesmsg-review-12509445) --- #### What Are G2 Users Discussing About Salesmsg? - [What is Salesmsg used for?](https://www.g2.com/discussions/what-is-salesmsg-used-for) ### 24. [Sobot Omnichannel Suite](https://www.g2.com/products/sobot-omnichannel-suite/reviews) Sobot is a leading global contact center solution provider, offering a suite of solutions and services, including chatbot, live chat, voice, ticketing system, messaging, and WhatsApp Business API. From small startups to multinational enterprises, Sobot believes that every business should have access to innovative customer experience tools. Serving over 10,000 brands across diverse industries in 18+ languages, our clients include renowned names such as Samsung, OPPO, Philips, Tineco, DFS, Renogy, Weee!, Michael Kors, J&T, Air Liquide, OPay, Mico, and Lilith Games. **Average Rating:** 4.9/5.0 **Total Reviews:** 39 **How Do G2 Users Rate Sobot Omnichannel Suite?** - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.2/10) - **Proactive Engagement:** 10.0/10 (Category avg: 8.6/10) - **Contextual Engagement:** 10.0/10 (Category avg: 8.5/10) - **Self-Serve Support:** 10.0/10 (Category avg: 8.5/10) **Who Is the Company Behind Sobot Omnichannel Suite?** - **Seller:** [Sobot](https://www.g2.com/sellers/sobot) - **HQ Location:** Singapore, SG - **LinkedIn® Page:** https://www.linkedin.com/company/sobotofficial (101 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** CEO - **Top Industries:** Retail - **Company Size:** 60% Mid-Market, 48% Small-Business #### What Are Sobot Omnichannel Suite's Pros and Cons? **Pros:** - Helpful (203 reviews) - Features (163 reviews) - Ease of Use (149 reviews) - Efficiency (126 reviews) - Customer Support (115 reviews) **Cons:** - Limited Customization (46 reviews) - Missing Features (41 reviews) - Learning Curve (37 reviews) - Limited Features (34 reviews) - Steep Learning Curve (25 reviews) ### What Do G2 Reviewers Say About Sobot Omnichannel Suite? *AI-generated summary from verified user reviews* **Pros:** - Users find Sobot's **helpful organization** of client conversations enhances responsiveness and clarity in managing multiple channels. - Users love the **seamless multi-channel integration** of Sobot, allowing efficient management of interactions and team visibility. - Users love the **ease of use** of Sobot Omnichannel Suite, as it centralizes client communications effortlessly. - Users value the **efficiency** of Sobot Omnichannel Suite, which streamlines client communication and boosts team productivity significantly. - Users appreciate the **efficient customer support** provided by Sobot, enabling seamless management across multiple communication channels. **Cons:** - Users find **limited customization** options can slow down setup for advanced workflows and custom reports. - Users desire **more built-in templates** for seasonal retail campaigns to reduce manual creation time and improve efficiency. - Users report a **steep learning curve** in initial setup, requiring extensive adjustments before achieving reliability with Sobot. - Users experience some difficulty with **limited features** when establishing advanced workflows and custom reports, especially without dedicated support. - Users found the **steep learning curve** of Sobot Omnichannel Suite requires considerable time and expertise to navigate effectively. #### What Are Recent G2 Reviews of Sobot Omnichannel Suite? **"[Sobot Boosts Efficiency](https://www.g2.com/survey_responses/sobot-omnichannel-suite-review-12899076)"** **Rating:** 5.0/5.0 stars *— Benjamin S.* [Read full review](https://www.g2.com/survey_responses/sobot-omnichannel-suite-review-12899076) --- **"[Sobot Centralizes Support Channels with Powerful AI Knowledge and Automation](https://www.g2.com/survey_responses/sobot-omnichannel-suite-review-12898786)"** **Rating:** 5.0/5.0 stars *— Heath S.* [Read full review](https://www.g2.com/survey_responses/sobot-omnichannel-suite-review-12898786) --- ### 25. [RingCX](https://www.g2.com/products/ringcx/reviews) RINGCX PRODUCT DESCRIPTION RingCX is an AI-first Contact Center as a Service (CCaaS) solution that delivers effortless customer experiences before, during, and after every interaction. Recognized with Metrigy's 2026 MetriStar Top Provider Award for CCaaS, RingCX enables businesses to manage human and AI agents, maximize team performance, and improve customer satisfaction from a single omnichannel platform. AGENTIC VOICE AI AND OMNICHANNEL SUPPORT Agentic Voice AI serves as the core of RingCX, delivering automation, real-time assistance, and insights across every interaction. The platform provides comprehensive omnichannel capabilities, supporting voice calls and over 20 digital channels natively. For total operational simplicity, all 20+ digital channels are included under a single license, letting businesses meet customers where they are without complex tier pricing or hidden channel add-on costs. AI-POWERED SELF-SERVICE AND AVA ASSISTANCE RingCX streamlines operations and drives down wait times with purpose-built AI support. The platform utilizes autonomous AI agents, including AI Receptionist (AIR) and AI Representative (AIR Pro), as well as an open ecosystem for IVAs like Cognigy and Omilia, to provide always-on 24/7 self service. For live interactions, the platform deploys AVA Agent Assist and AVA Supervisor Assist to deliver in-the-moment coaching, dynamic compliance guidelines, and instant conversation visibility, ensuring teams resolve complex inquiries efficiently. NATIVE WORKFORCE ENGAGEMENT MANAGEMENT WITH RINGWEM To continuously optimize customer service teams, the platform features RingWEM, a native AI-powered Workforce Engagement Management suite. This integrated toolkit encompasses automated quality management, advanced interaction analytics, and workforce management. By evaluating customer conversations across channels, RingWEM provides actionable operational insights into agent performance, customer sentiment, and operational efficiency. RAPID DEPLOYMENT AND NATIVE CRM INTEGRATIONS Built for rapid implementation, businesses can fully deploy a new RingCX contact center in just a few days. The solution provides industry-leading 99.999% availability to keep remote and hybrid agents reliably connected from anywhere. Competitively priced for mid-market deployments and easy to manage, RingCX integrates natively with the RingEX unified communications platform and major enterprise CRMs to offer an effortless single-pane-of-glass workspace. WHY CHOOSE RINGCX Modern support and sales organizations choose RingCX to eliminate the friction of fragmented legacy systems. By uniting Agentic Voice AI, autonomous tools like AIR, real-time guidance from AVA Agent Assist and AVA Supervisor Assist, built-in workforce optimization via RingWEM, and an all-inclusive omnichannel footprint into one simple deployment, RingCX delivers modern customer service infrastructure that is highly intelligent and exceptionally reliable. **Average Rating:** 4.5/5.0 **Total Reviews:** 48 **How Do G2 Users Rate RingCX?** - **Has the product been a good partner in doing business?:** 8.2/10 (Category avg: 9.2/10) **Who Is the Company Behind RingCX?** - **Seller:** [RingCentral](https://www.g2.com/sellers/ringcentral) - **Company Website:** https://www.ringcentral.com - **Year Founded:** 1999 - **HQ Location:** Belmont, CA - **Twitter:** @RingCentral (61,963 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/60868/ (6,726 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Insurance - **Company Size:** 43% Small-Business, 39% Mid-Market #### What Are RingCX's Pros and Cons? **Pros:** - Ease of Use (22 reviews) - Features (13 reviews) - Customer Support (9 reviews) - Easy Setup (9 reviews) - Easy Implementation (7 reviews) **Cons:** - Call Issues (7 reviews) - Call Functionality (5 reviews) - Limited Features (4 reviews) - Missing Features (4 reviews) - Poor Customer Support (4 reviews) ### What Do G2 Reviewers Say About RingCX? *AI-generated summary from verified user reviews* **Pros:** - Users value the **user-friendly interface** of RingCX, enhancing navigation and simplifying communication management for everyone. - Users love the **easy-to-use interface** of RingCX, highlighting its straightforward setup and effective communication features. - Users commend the **excellent customer support** of RingCX, enhancing their overall experience and satisfaction with the product. - Users love the **easy setup** of RingCX, finding it straightforward and perfect for quick implementation. - Users value the **easy implementation** of RingCX, appreciating the time-saving defaults and thorough support documentation. **Cons:** - Users experience **call issues** with locating recorded calls and confirming 911 locations repeatedly during logins. - Users find **call functionality frustrating** , struggling with locating previous calls and toggling between devices effectively. - Users find the **limited features** of RingCX restrict their customization and advanced capabilities compared to other platforms. - Users find **missing features** in RingCX, particularly in customizability and integration with niche tools, impacting efficiency. - Users express frustration with **slow customer support** , often experiencing delays in response times for urgent issues. #### What Are Recent G2 Reviews of RingCX? **"[Smooth and Efficient Customer Support Platform](https://www.g2.com/survey_responses/ringcx-review-12972980)"** **Rating:** 4.5/5.0 stars *— sai prasad E.* [Read full review](https://www.g2.com/survey_responses/ringcx-review-12972980) --- **"[Revolutionized Our Customer Support with Smooth Integration](https://www.g2.com/survey_responses/ringcx-review-12983805)"** **Rating:** 5.0/5.0 stars *— Suhasu U.* [Read full review](https://www.g2.com/survey_responses/ringcx-review-12983805) --- ## What Is Conversational Support Software? [Customer Service Software](https://www.g2.com/categories/customer-service) ## What Software Categories Are Similar to Conversational Support Software? - [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service) - [Live Chat Software](https://www.g2.com/categories/live-chat) - [Chatbots Software](https://www.g2.com/categories/chatbots) --- ## How Do You Choose the Right Conversational Support Software? ### What You Should Know About Conversational Support Software ### **Conversational Support Software Buying Insights at a Glance** [Conversational support software](https://www.g2.com/categories/conversational-support) enables real-time, multi-channel customer interactions by integrating chat, messaging, and AI-powered assistance into unified support workflows. Instead of treating customer conversations as disconnected tickets across fragmented channels, these platforms centralize interactions from email, chat, social media, and messaging apps into cohesive conversation histories. The result is a support experience that feels more like continuous dialogue and less like repetitive ticket exchanges. As customer expectations for instant, personalized responses intensify, the best conversational support software has become essential infrastructure for customer service operations. Support teams rely on conversational customer engagement platforms to unify conversations across multiple channels, automate routine responses with [AI chatbots](https://www.g2.com/categories/ai-chatbots), route complex issues to specialized agents, maintain context across conversation threads, and provide self-service through [knowledge bases](https://www.g2.com/categories/knowledge-base-software) and conversational interfaces. In practice, conversational support platforms act as the connective layer between customer communication channels, agent workflows, and [knowledge management systems](https://www.g2.com/categories/knowledge-management). Based on G2 review data, users rate conversational support software strongly overall. The category holds an average star rating of 4.57/5 and an average likelihood to recommend of 9.14/10. Ease-of-use metrics trend high across the category, with 6.42/7 for Ease of Use, 6.26/7 for Ease of Setup, and 6.34/7 for Quality of Support. These scores suggest that most teams are able to adopt conversational customer engagement software relatively quickly once routing rules and integrations are configured. The biggest buying pattern that appears across reviews is that teams evaluating conversational support platforms are trying to balance two priorities at once: delivering personalized customer experiences and maintaining operational efficiency at scale. Strong platforms typically succeed by combining intelligent automation, omnichannel conversation management, and agent-friendly interfaces that reduce context switching. Common use cases include omnichannel conversation management consolidating customer interactions from email, live chat, social media, SMS, and messaging apps into unified agent workspaces, AI-powered chatbots handling routine inquiries and collecting information before human handoff, proactive customer outreach sending targeted messages based on user behavior or account status, team collaboration features enabling internal notes and conversation assignment across support teams, knowledge base integration surfacing relevant articles during conversations to accelerate resolution, and conversation analytics tracking response times, resolution rates, and customer satisfaction across channels. Organizations also leverage these platforms for automated ticket routing, conversational commerce that enables purchases within chat, and sentiment analysis to identify frustrated customers who require priority attention. Pricing for conversational support solutions usually scales with the number of support agents, the volume of conversations handled, advanced features such as AI automation and analytics, and the depth of integration with [CRM](https://www.g2.com/categories/crm) and [helpdesk systems](https://www.g2.com/categories/help-desk). Entry-level plans typically start with basic live chat and limited automation, while [enterprise conversational support software](https://www.g2.com/categories/conversational-support/enterprise) offers advanced AI capabilities, custom workflows, dedicated account management, and SLA-backed uptime guarantees. **Top 5 FAQs from conversational support software buyers** - How do conversational support platforms balance automation efficiency with maintaining personalized customer experiences? - What omnichannel capabilities do conversational support tools offer for managing conversations across messaging apps and social media? - How well do conversational support systems integrate with existing CRM, helpdesk, and customer data platforms? - What level of AI sophistication do conversational support platforms provide for routing and automated responses? - How do conversational support solutions handle conversation context retention across multiple customer touchpoints? G2's top-rated conversational support software, based on verified reviews, includes [Salesforce Service Cloud](https://www.g2.com/products/salesforce-service-cloud/reviews), [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews), [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews), [Fin by Intercom](https://www.g2.com/products/fin-by-intercom/reviews), [and Freshdesk.](https://www.g2.com/products/freshdesk/reviews) ### What Are the Top-Reviewed Conversational Support Software on G2? [Salesforce Service Cloud](https://www.g2.com/products/salesforce-service-cloud/reviews) - Number of Reviews: 660 - Satisfaction: 98 - Market Presence: 99 - G2 Score: 99 [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - Number of Reviews: 2077 - Satisfaction: 95 - Market Presence: 95 - G2 Score: 95 [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) - Number of Reviews: 1677 - Satisfaction: 94 - Market Presence: 89 - G2 Score: 91 [Fin by Intercom](https://www.g2.com/products/fin-by-intercom/reviews) - Number of Reviews: 2132 - Satisfaction: 99 - Market Presence: 75 - G2 Score: 87 [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - Number of Reviews: 721 - Satisfaction: 87 - Market Presence: 84 - G2 Score: 85 Satisfaction reflects how users rate their experience with the product based on review signals such as usability, support, and likelihood to recommend. ([Source 2](https://www.g2.com/reports)) Market Presence represents a product's market footprint based on company size, user adoption, and product growth indicators. ([Source 2](https://www.g2.com/reports)) G2 Score combines Satisfaction and Market Presence to create a category-level ranking that enables direct product comparison. ([Source 2](https://www.g2.com/reports)) Learn more about how G2 calculates these scores. ([Source 1](https://documentation.g2.com/docs/research-scoring-methodologies)) ### What I Often See in Conversational Support Software Software #### Pros: What I See Users Consistently Appreciating - **Unified inbox consolidating conversations from multiple channels into single workspace** _“I still really appreciate having cross-channel support with email, calls, and chats all in one central platform. One thing I’ve continued to value is how easy it is to review a customer’s full ticket history, which helps provide better context and continuity when assisting them. I also really like the ability to merge tickets from the same user to avoid duplicate conversations with different agents. That feature helps keep communication organized and ensures customers aren’t repeating themselves.”_ - [Leathia M.](https://www.g2.com/products/zendesk-for-customer-service/reviews/zendesk-for-customer-service-review-6478483), Zendesk for Customer Service Review - **AI-powered chatbots handling routine inquiries before escalating to human agents** _“I really appreciate how Fin by Intercom uses AI to efficiently handle customer queries, especially the simpler ones, and that it's able to effectively filter out unnecessary inquiries. This feature significantly streamlines our customer support process by reducing our team's workload, allowing us to focus on more detailed customer interactions. It's incredibly beneficial that approximately 25% of customer interactions are managed autonomously by the system, hence saving valuable time that we can invest in refining our content or addressing more complex customer issues in greater detail.”_ - [Bruno M.](https://www.g2.com/products/fin-by-intercom/reviews/fin-by-intercom-review-11898144), Fin by Intercom Review - **Knowledge base integration surfacing relevant articles during live conversations** _“Salesforce Service Cloud provides exceptional omnichannel customer support, allowing seamless case management across email, phone, chat, and social media from a unified platform. The centralized data and reporting make it easy to track service metrics and deliver personalized support. Automation features, like AI-driven case assignment and knowledge base integration, significantly boost agent productivity and improve response times, ultimately enhancing customer satisfaction.”_ - [Shweta P.](https://www.g2.com/products/salesforce-service-cloud/reviews/salesforce-service-cloud-review-11823925), Salesforce Service Cloud Review #### Cons: Where I See Many Platforms Falling Short - **Steep learning curve navigating advanced customization and workflow automation features** _“Zendesk could improve by making its interface simpler and reducing the learning curve for new users. Additionally, offering more advanced features in lower pricing tiers would make the platform more accessible for smaller support teams.”_ - [Sairaja S.](https://www.g2.com/products/zendesk-for-customer-service/reviews/zendesk-for-customer-service-review-11438329), Zendesk for Customer Service Review  - **Limited mobile app functionality compared to desktop experience for agents** _“In some scenarios, the Front app in mobile phone can't function that much of the web access. Some notifications are too many to sort. If you're receiving a large volume of messages, such as SMS or chat, coming from replies from the automation sent by the integrated software, sometimes it overwhelms. There are also times that the Front app crashes and is not recommended to use on a phone while you're in a weak signal of internet connection or mobile data.”_ - [Steve O.](https://www.g2.com/products/front/reviews/front-review-10652740), Front Review - **Advanced features locked behind higher-tier plans restricting smaller team access** _“The biggest downside is pricing; it can scale up quickly as your user base or contact volume grows. Some features that feel core (like advanced reporting or certain automation tools) are gated behind higher-tier plans. Also, while the inbox is powerful, there’s a bit of a learning curve for new team members to fully grasp the workflows and settings. Finally, their support response times can sometimes be slower than expected for a tool that powers customer support.”_ - [Will P.](https://www.g2.com/products/fin-by-intercom/reviews/fin-by-intercom-review-11161548), Fin by Intercom Review ### My Expert Takeaway on Conversational Support Software in 2026 Review data suggests that conversational support software performs particularly well in areas that tend to drive long-term product adoption. The category averages 4.57 out of 5 stars, paired with a 9.14 out of 10 likelihood-to-recommend score, which indicates that most support teams see meaningful value from these platforms once they become part of customer service operations. Where I see the biggest difference between average and high-performing teams is how they use these tools beyond basic live chat. The most successful teams treat the best conversational support software as comprehensive customer engagement platforms, not just as reactive support channels. They actively leverage proactive messaging to reach customers before issues escalate, use conversation analytics to identify common pain points and improve self-service content, and employ AI automation to handle tier-one inquiries while routing complex issues to specialized agents. That approach helps maintain stronger customer satisfaction scores and reduces average handling time across the support organization. I also notice stronger adoption patterns in industries where customer experience directly impacts retention, such as computer software, consumer services, marketing and advertising, and financial services. In those environments, support teams often manage high volumes of conversations while maintaining personalized interactions. Conversational customer engagement platforms make it easier to scale support operations while preserving conversation context and customer history across multiple touchpoints. Another clear trend in the data is that ease of use and integration capabilities strongly influence adoption. Products with the highest recommendation scores tend to combine powerful automation features with intuitive interfaces that reduce agent training requirements. Metrics like Ease of Use (6.42/7), Ease of Setup (6.26/7), and Quality of Support (6.34/7) reinforce the idea that most teams can implement these platforms without significant operational friction, especially when platforms integrate seamlessly with existing CRM and helpdesk systems. If I were advising a team evaluating conversational support platforms, I would focus on three things early in the buying process: how effectively the platform unifies conversations across the channels where your customers actually communicate, how intelligently AI automation can handle routine inquiries while knowing when to escalate to humans, and how well conversation data integrates with your broader customer data ecosystem to enable personalized support. The tools that perform best in those areas usually become foundational infrastructure for customer service excellence and retention. ### Conversational Support Software FAQs #### **What are the best platforms for integrating conversational support with help desks?** Helpdesk integration enables seamless ticket creation and conversation tracking across support systems. Top platforms on G2 include: - [Salesforce Service Cloud](https://www.g2.com/products/salesforce-service-cloud/reviews) **:** Native integration with Service Cloud ticketing and case management. - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) **:** Unified platform combining conversational support with robust ticketing. - [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) **:** Integrated helpdesk with conversational tools and CRM connectivity. - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) **:** Omnichannel support combining tickets, chat, and phone in one platform. - [Front](https://www.g2.com/products/front/reviews) **:** Shared inbox connecting conversations to helpdesk workflows and team collaboration. #### **What is the best software for managing omnichannel conversational support?** Omnichannel management requires unified conversation handling across email, chat, social media, and messaging apps. Best software on G2 includes: - [respond.io](https://www.g2.com/products/respond-io/reviews) **:** Purpose-built for managing conversations across WhatsApp, Facebook, Instagram, and more. - [Birdeye](https://www.g2.com/products/birdeye/reviews) **:** Omnichannel platform consolidating customer interactions across multiple touchpoints. - [Kore.AI](https://www.g2.com/products/kore-ai/reviews) **:** Enterprise omnichannel AI platform with unified conversation orchestration. - [SleekFlow](https://www.g2.com/products/sleekflow/reviews) **:** Omnichannel messaging platform integrating WhatsApp, WeChat, and social channels. #### **What are the best tools for personalizing customer support chats?** Personalization requires customer context, conversation history, and intelligent routing. Best tools on G2 include: - [Fin by Intercom](https://www.g2.com/products/fin-by-intercom/reviews) **:** AI-powered personalization with customer data integration and smart suggestions. - [Gladly](https://www.g2.com/products/gladly/reviews) **:** Customer-centric platform organizing conversations around people, not tickets. - [Kustomer](https://www.g2.com/products/kustomer/reviews) **:** CRM-powered support platform with comprehensive customer timeline views. - [Kapture CX](https://www.g2.com/products/kapture-cx/reviews) **:** Context-aware support with integrated customer data and conversation history. - [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) **:** CRM-integrated support enabling personalized conversations with full contact context. #### **What are the top platforms for proactive conversational support?** Proactive support requires triggered messaging, behavioral analytics, and targeted outreach capabilities. Top platforms on G2 include: - [Fin by Intercom](https://www.g2.com/products/fin-by-intercom/reviews) **:** Proactive messaging based on customer behavior and product usage patterns. - [Podium](https://www.g2.com/products/podium/reviews) **:** Proactive SMS and messaging outreach for customer engagement and reviews. - [Birdeye](https://www.g2.com/products/birdeye/reviews) **:** Automated review requests and proactive customer communication tools. - [Textline](https://www.g2.com/products/textline/reviews) **:** Business texting platform enabling proactive customer messaging campaigns. #### **What are the top-rated conversational support platforms for enterprises?** Enterprises need platforms that support large teams, advanced security, and complex workflows. Top-rated enterprise conversational support platforms on G2 include: - [Salesforce Service Cloud](https://www.g2.com/products/salesforce-service-cloud/reviews) **:** Enterprise-grade platform with comprehensive customization and scalability. - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) **:** Widely adopted enterprise solution with robust admin controls. - [Birdeye](https://www.g2.com/products/birdeye/reviews) **:** Enterprise customer experience platform with advanced analytics and reputation management. - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) **:** Scalable helpdesk supporting large enterprise support organizations. #### **Which conversational support software offers the best analytics?** Analytics require conversation tracking, performance metrics, and sentiment analysis. Software with the best analytics on G2 includes: - [Birdeye](https://www.g2.com/products/birdeye/reviews) **:** Comprehensive analytics including sentiment analysis, response metrics, and reputation tracking. - [Salesforce Service Cloud](https://www.g2.com/products/salesforce-service-cloud/reviews) **:** Advanced reporting and dashboards with customizable KPIs. - [Kustomer](https://www.g2.com/products/kustomer/reviews) **:** Customer journey analytics with conversation performance insights. - [Front](https://www.g2.com/products/front/reviews) **:** Team analytics tracking response times, conversation volumes, and agent productivity. - [Kapture CX](https://www.g2.com/products/kapture-cx/reviews) **:** Detailed analytics on support metrics, customer satisfaction, and team performance. ### Sources 1. [G2 Research Scoring Methodologies](https://documentation.g2.com/docs/research-scoring-methodologies) 2. [G2 Market Presence Score Overview](https://www.g2.com/reports) Researched By: [Jeffrey Lin](https://research.g2.com/insights/author/jeffrey-lin) Last updated on: March 15, 2026 ### --- ## What Are the Most Common Questions About Conversational Support Software? *AI-generated · Last updated: April 27, 2026* ### Best tools for personalizing customer support chats Based on G2 reviews, these products are commonly associated with personalized customer support chats. - [Fin by Intercom](https://www.g2.com/products/fin-by-intercom/reviews) — personalized answers from help content. - [Gladly](https://www.g2.com/products/gladly/reviews) — unified customer history across channels. - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — customer view for tailored support. - [Kustomer](https://www.g2.com/products/kustomer/reviews) — unified timeline for contextual replies. ### Which conversational support tool offers AI-driven responses Based on G2 reviews, these products are frequently mentioned for AI-driven conversational support. - [Jotform AI Agents](https://www.g2.com/products/jotform-ai-agents/reviews) — automated answers from websites and docs. - [Fin by Intercom](https://www.g2.com/products/fin-by-intercom/reviews) — knowledge-based responses for common questions. - [Kore.AI](https://www.g2.com/products/kore-ai/reviews) — intent understanding with flexible bot flows. - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — AI replies with ticket context. ### Which platform is best for scaling conversational support teams Based on G2 reviews, these products are often chosen to help teams scale support operations. - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — centralized multichannel support with automation. - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — organized ticketing with workflow automation. - [Fin by Intercom](https://www.g2.com/products/fin-by-intercom/reviews) — reduces repetitive volume for lean teams. - [Kustomer](https://www.g2.com/products/kustomer/reviews) — unified timeline and routing for scale. ### What are the most important features in conversational support software According to verified users, the most valued features in conversational support software are centralized conversations, automation, and fast context sharing across teams. Recent reviews repeatedly mention unified inboxes for email, chat, messaging, and social channels, which reduce missed requests and duplicate replies. Buyers also prioritize automation for routing, canned responses, after-hours coverage, and repetitive question handling. Strong knowledge base support matters because it helps AI agents and human teams deliver more consistent answers. Reviewers also point to reporting, conversation history, internal notes, and collaboration tools as important for maintaining service quality. Easy setup and intuitive interfaces appear often in recent feedback, especially for teams that need to onboard quickly. ### How do teams use conversational support for customer inquiries According to verified users, teams use conversational support to handle inbound questions across website chat, email, messaging apps, and social channels from one workspace. Recent reviews show teams relying on these tools to answer FAQs, route requests, prioritize urgent issues, and keep full conversation history visible for faster follow-up. Many also use AI agents as a first line of support for repetitive questions, after-hours coverage, and lead qualification before a human steps in. Internal notes, tagging, and shared inbox workflows help support, operations, and sales teams coordinate without losing context. The result is a more organized process for resolving customer issues, reducing manual effort, and responding more quickly during busy periods.