# Dynamics 365 Customer Service vs Podium Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Podium excels in user experience, with many praising its intuitive interface and ease of navigation. Users appreciate features like the reviews management tool, which has reportedly increased their review counts significantly.
- **Users say** that Dynamics 365 Customer Service offers a robust integration with tools like Teams and Outlook, making it easier to manage customer interactions across various platforms. This unified approach is highlighted as a key strength for those handling multiple communication channels.
- **Reviewers mention** that Podium's AI capabilities are particularly impressive, with features that track and summarize calls, allowing users to revisit important conversations. This functionality is seen as a major advantage for businesses looking to enhance their customer service quality.
- **According to verified reviews** , Dynamics 365 Customer Service provides a seamless experience for case handling, with predictive insights and automated assistance that streamline workflows. Users find this integration of AI into daily tasks to be a significant time-saver.
- **G2 reviewers highlight** that Podium's implementation process is quick and straightforward, which is a major plus for small businesses looking to get up and running without extensive downtime. This ease of setup is often contrasted with the more complex onboarding process reported by some Dynamics 365 users.
- **Users express** mixed feelings about the customization options in both platforms. While Dynamics 365 Customer Service offers a higher score in this area, Podium users appreciate its customization features, though they note that they may not be as extensive as those available in Dynamics 365.



| | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.6 out of 5 | 
| **Total Reviews** | 32 | 2,096 | 
| **Largest Market Segment** | Mid-Market (53.6% of reviews) | Small-Business (60.4% of reviews) | 
| **Entry Level Price** | No pricing available | Contact Us Per Month | 

---
## Top Pros & Cons

### Dynamics 365 Customer Service

Pros:
- Automation (2 reviews)
- Ease of Use (2 reviews)

Cons:
- Limited Customization (2 reviews)
- Limited Functionality (2 reviews)

### Podium

Pros:
- Ease of Use (358 reviews)
- Helpful (326 reviews)

Cons:
- Messaging Issues (86 reviews)
- Missing Features (84 reviews)

---
## Ratings Comparison
| Rating | Dynamics 365 Customer Service | Podium | 
|---|---|---|
  | **Meets Requirements** | 8.5 (20 reviews) | 9.1 (1755 reviews) | 
  | **Ease of Use** | 7.9 (20 reviews) | 9.3 (1774 reviews) | 
  | **Ease of Setup** | 7.4 (9 reviews) | 9.1 (1102 reviews) | 
  | **Ease of Admin** | 7.7 (8 reviews) | 9.3 (903 reviews) | 
  | **Quality of Support** | 8.4 (19 reviews) | 9.0 (1632 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.6 (6 reviews) | 9.2 (921 reviews) | 
  | **Product Direction (% positive)** | 8.2 (19 reviews) | 8.9 (1738 reviews) | 

---
## Pricing

### Dynamics 365 Customer Service

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### Podium

#### Entry-Level Pricing

Plan: Core

Price: Contact Us Per Month

Description: With essential AI features, respond to and convert more leads faster.

Key Features:
- Consolidated Lead Conversion Platform
- Review Management with AI Reponses
- Basic Automations

[Browse all 3 editions](https://www.g2.com/products/podium/pricing)

#### Free Trial

No

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | 8.5/10 | 13 |
| **Podium** | N/A | N/A |

#### Ticket and Case Management

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Ticket creation user experience** | 8.2 (10 reviews) ✓ Verified | Not enough data | 
| **Ticket response user experience** | 8.3 (10 reviews) ✓ Verified | Not enough data | 
| **Workflow** | 8.8 (10 reviews) ✓ Verified | Not enough data | 
| **Response Automation** | 8.9 (9 reviews) ✓ Verified | Not enough data | 
| **SLA Management** | 8.7 (9 reviews) ✓ Verified | Not enough data | 
| **Attachments/Screencasts** | 8.2 (10 reviews) | Not enough data | 
| **Ticket Collaboration** | 8.7 (9 reviews) ✓ Verified | Not enough data | 
| **Customer and Contacts Database** | 8.5 (10 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Communication Channels

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Customer Portal** | 8.3 (10 reviews) ✓ Verified | Not enough data | 
| **Email to Case** | 8.7 (10 reviews) | Not enough data | 
| **Chat/Live Support** | 8.3 (9 reviews) ✓ Verified | Not enough data | 
| **Social Integration** | 8.0 (10 reviews) | Not enough data | 
| **Voice** | 8.5 (10 reviews) ✓ Verified | Not enough data | 

#### Platform

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Mobile User Support** | 8.3 (6 reviews) | Not enough data | 
| **Customization ** | 8.9 (6 reviews) ✓ Verified | 8.2 (617 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 9.0 (7 reviews) ✓ Verified | Not enough data | 
| **Integration** | 8.3 (7 reviews) ✓ Verified | Not enough data | 
| **Reporting** | 8.5 (9 reviews) ✓ Verified | Not enough data | 
| **Dashboards** | 8.7 (9 reviews) ✓ Verified | Not enough data | 

### AI Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Podium** | 7.5/10 | 46 |

#### Core Conversational Capabilities - AI Chatbots

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Controlled LLM Response Generation** | Not enough data | Not enough data | 
| **Context Maintenance Within Sessions** | Not enough data | Not enough data | 
| **Natural Language Understanding & Intent Inference** | Not enough data | Not enough data | 

#### Data

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Reliability** | Not enough data | 8.0 (40 reviews) | 
| **Data Security** | Not enough data | 8.7 (41 reviews) | 

#### Interaction

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Complex Query Handling** | Not enough data | 8.0 (42 reviews) | 
| **Natural Conversation** | Not enough data | 8.2 (41 reviews) | 
| **Understanding** | Not enough data | 8.3 (41 reviews) | 
| **Context Management** | Not enough data | 8.3 (41 reviews) | 
| **Customizability** | Not enough data | 8.3 (40 reviews) | 

#### Task & Flow Management - AI Chatbots

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Scripted Dialogue & Decision Tree Support** | Not enough data | Not enough data | 
| **Fallback Responses for Unknown Queries** | Not enough data | Not enough data | 

#### Learning

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **User Interaction Learning** | Not enough data | 8.1 (41 reviews) | 
| **Error Learning** | Not enough data | 7.8 (42 reviews) | 

#### Deployment & Embedding - AI Chatbots

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **API Access for Business System Integration** | Not enough data | Not enough data | 
| **Web Widget & SDK Embedding** | Not enough data | Not enough data | 

#### Content Generation

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Creativity** | Not enough data | 8.1 (42 reviews) | 
| **Content Accuracy** | Not enough data | 7.9 (42 reviews) | 

#### Admin & Configuration - AI Chatbots

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **No-Code Conversation Design** | Not enough data | Not enough data | 

#### System

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **API Flexibility** | Not enough data | Feature Not Available | 
| **Update Frequency and Utility** | Not enough data | 8.4 (42 reviews) | 
| **Cross-Platform Compatibility	** | Not enough data | 8.5 (41 reviews) | 
| **Software Integration** | Not enough data | 8.5 (40 reviews) | 

#### Agentic AI - AI Chatbots

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 5.4 (9 reviews) | 
| **Multi-step Planning** | Not enough data | 6.5 (9 reviews) | 
| **Cross-system Integration** | Not enough data | 6.5 (9 reviews) | 
| **Adaptive Learning** | Not enough data | 6.1 (9 reviews) | 
| **Natural Language Interaction** | Not enough data | 6.7 (9 reviews) | 
| **Proactive Assistance** | Not enough data | 5.9 (9 reviews) | 
| **Decision Making** | Not enough data | 6.9 (9 reviews) | 

#### Monitoring & Improvement - AI Chatbots

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Feedback-Driven Response Optimization** | Not enough data | Not enough data | 

#### Reliability & Safety - AI Chatbots

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Guardrails & Content Controls** | Not enough data | Not enough data | 

### Conversational Marketing

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Podium** | 7.0/10 | 269 |

#### Messenger

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Sequencing** | Not enough data | 8.3 (158 reviews) | 
| **AI** | Not enough data | 7.7 (208 reviews) | 
| **Live Chat** | Not enough data | 9.1 (223 reviews) | 
| **Customization Interface** | Not enough data | Feature Not Available | 

#### Channels

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Social Media** | Not enough data | 7.9 (211 reviews) | 
| **Website** | Not enough data | 8.6 (221 reviews) | 
| **Text Message (SMS)** | Not enough data | 9.3 (239 reviews) | 
| **Voice Assistants** | Not enough data | Feature Not Available | 
| **Other** | Not enough data | 8.0 (195 reviews) | 

#### Customers

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Targeting** | Not enough data | 8.2 (153 reviews) | 
| **Profiles** | Not enough data | 8.4 (155 reviews) | 
| **Analytics** | Not enough data | 8.5 (223 reviews) | 
| **Lead Gathering** | Not enough data | 8.3 (222 reviews) | 
| **Sales Conversion** | Not enough data | 8.5 (223 reviews) | 

#### Agentic AI - Conversational Marketing

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 4.4 (13 reviews) | 
| **Multi-step Planning** | Not enough data | 4.5 (13 reviews) | 
| **Cross-system Integration** | Not enough data | 4.2 (13 reviews) | 
| **Adaptive Learning** | Not enough data | 4.9 (13 reviews) | 
| **Natural Language Interaction** | Not enough data | 4.9 (13 reviews) | 
| **Proactive Assistance** | Not enough data | 5.0 (13 reviews) | 
| **Decision Making** | Not enough data | 4.9 (13 reviews) | 

### Automotive Marketing

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Podium** | 7.9/10 | 68 |

#### Platform Basics

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Reporting** | Not enough data | 8.6 (66 reviews) | 
| **Interoperability** | Not enough data | 8.5 (64 reviews) | 
| **Performance** | Not enough data | 9.1 (65 reviews) | 

#### Platform Data

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Dashboard** | Not enough data | 9.1 (65 reviews) | 
| **Alerts and Notifications** | Not enough data | 9.0 (65 reviews) | 

#### Platform Additional Functionality

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Cloud** | Not enough data | 8.5 (63 reviews) | 
| **Mobility** | Not enough data | 9.1 (65 reviews) | 
| **Messaging** | Not enough data | 9.3 (65 reviews) | 

#### Platform Content

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Automation** | Not enough data | 9.0 (64 reviews) | 

#### Agentic AI - Automotive Marketing

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 6.3 (9 reviews) | 
| **Multi-step Planning** | Not enough data | 6.5 (9 reviews) | 
| **Cross-system Integration** | Not enough data | 6.5 (9 reviews) | 
| **Adaptive Learning** | Not enough data | 6.7 (9 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.0 (10 reviews) | 
| **Proactive Assistance** | Not enough data | 6.7 (9 reviews) | 
| **Decision Making** | Not enough data | 6.7 (9 reviews) | 

### SMS Marketing

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Podium** | 7.7/10 | 275 |

#### Text Messaging

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Bulk SMS** | Not enough data | 8.7 (230 reviews) ✓ Verified | 
| **Two-Way Text Messaging** | Not enough data | 9.3 (243 reviews) ✓ Verified | 
| **Text Scheduler** | Not enough data | 8.4 (187 reviews) | 
| **Automatic Replies** | Not enough data | 8.6 (240 reviews) ✓ Verified | 
| **Automatic URL Shortening** | Not enough data | 8.3 (213 reviews) ✓ Verified | 
| **MMS Marketing** | Not enough data | 8.4 (216 reviews) ✓ Verified | 
| **Personalization** | Not enough data | 8.5 (233 reviews) ✓ Verified | 
| **Transactional SMS** | Not enough data | 8.5 (216 reviews) ✓ Verified | 

#### SMS Platform

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Reporting** | Not enough data | 8.5 (223 reviews) ✓ Verified | 
| **Automation** | Not enough data | 8.6 (224 reviews) ✓ Verified | 
| **White Label** | Not enough data | Feature Not Available | 
| **Text-to-Landline** | Not enough data | 7.6 (202 reviews) ✓ Verified | 
| **Short Codes** | Not enough data | Feature Not Available | 
| **API Integration** | Not enough data | 8.2 (206 reviews) ✓ Verified | 

#### Agentic AI - SMS Marketing

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 5.7 (24 reviews) | 
| **Multi-step Planning** | Not enough data | 6.1 (24 reviews) | 
| **Cross-system Integration** | Not enough data | 6.6 (24 reviews) | 
| **Natural Language Interaction** | Not enough data | 6.4 (24 reviews) | 
| **Proactive Assistance** | Not enough data | 5.8 (24 reviews) | 
| **Decision Making** | Not enough data | 5.7 (24 reviews) | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Podium** | 8.1/10 | 432 |

#### Channels

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Multi-Channel Coverage** | Not enough data | 8.2 (327 reviews) | 
| **Open Listening** | Not enough data | 8.1 (324 reviews) | 
| **Physical Media** | Not enough data | Feature Not Available | 

#### Design

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Communications Strategy Development** | Not enough data | 8.3 (340 reviews) | 
| **Create Content** | Not enough data | Feature Not Available | 
| **Personalization** | Not enough data | 8.5 (376 reviews) | 
| **Inbound Identification** | Not enough data | 8.4 (367 reviews) | 
| **Regulatory Compliance** | Not enough data | 8.6 (339 reviews) | 

#### Generative AI

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.5 (237 reviews) | 
| **AI Text Summarization** | Not enough data | 7.5 (232 reviews) | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Podium** | 7.6/10 | 95 |

#### Productivity Tools

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Notes** | Not enough data | 8.4 (87 reviews) | 
| **Internal Discussion** | Not enough data | Feature Not Available | 
| **Assignments and Tasks** | Not enough data | Feature Not Available | 
| **Workflows** | Not enough data | Feature Not Available | 
| **Templates** | Not enough data | 9.2 (90 reviews) | 
| **Integrations** | Not enough data | 8.4 (87 reviews) | 
| **Tagging System** | Not enough data | 8.0 (88 reviews) | 

#### Analytics

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Trends** | Not enough data | Feature Not Available | 
| **Performance Tracking** | Not enough data | Feature Not Available | 
| **Email Tracking** | Not enough data | Feature Not Available | 

#### Agentic AI - Shared Inbox

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 5.7 (23 reviews) | 
| **Decision Making** | Not enough data | 6.0 (23 reviews) | 

### AI Agents For Business Operations

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Podium** | 8.8/10 | 34 |

#### Responses

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Personalization** | Not enough data | 9.2 (15 reviews) | 
| **Route To Human** | Not enough data | 9.2 (15 reviews) | 
| **Natural Language Understanding (NLU)** | Not enough data | 8.8 (15 reviews) | 

#### Automation - AI Agents

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Sales Follow-Up** | Not enough data | 8.7 (17 reviews) | 
| **Customer Interaction Automation** | Not enough data | 8.8 (20 reviews) | 
| **Lead Generation** | Not enough data | 8.5 (17 reviews) | 
| **Document Processing** | Not enough data | 8.8 (16 reviews) | 
| **Feedback Collection** | Not enough data | 9.0 (18 reviews) | 

#### Platform

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Conversation Editor** | Not enough data | 8.8 (16 reviews) | 
| **Integration** | Not enough data | 9.0 (17 reviews) | 
| **Human-In-The-Loop** | Not enough data | 9.0 (15 reviews) | 

#### Autonomy -  AI Agents

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Independent Decision Making** | Not enough data | 8.6 (15 reviews) | 
| **Adaptive Responses** | Not enough data | 8.8 (15 reviews) | 
| **Task Execution** | Not enough data | 8.6 (16 reviews) | 
| **Problem Solving** | Not enough data | 7.9 (15 reviews) | 

#### Generative AI

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.5 (16 reviews) | 
| **AI Text Summarization** | Not enough data | 8.6 (15 reviews) | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Podium** | 8.5/10 | 36 |

#### Responses

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Customization** | Not enough data | 8.7 (33 reviews) | 
| **Control** | Not enough data | 8.4 (33 reviews) | 
| **Route To Human** | Not enough data | 8.9 (33 reviews) | 
| **Menu bars** | Not enough data | Feature Not Available | 
| **Drip sequences** | Not enough data | 8.2 (32 reviews) | 

#### Platform

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Live chat** | Not enough data | Feature Not Available | 
| **Integrations** | Not enough data | Feature Not Available | 
| **Branding** | Not enough data | 8.5 (31 reviews) | 
| **Analytics** | Not enough data | 8.4 (32 reviews) | 
| **A/B testing** | Not enough data | Feature Not Available | 
| **Role-based access** | Not enough data | 8.8 (32 reviews) | 
| **Collection of information** | Not enough data | 8.9 (31 reviews) | 

#### Generative AI

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.1 (32 reviews) | 
| **AI Text Summarization** | Not enough data | 8.1 (31 reviews) | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Podium** | 8.3/10 | 346 |

#### Conversational Platform

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Personalization** | Not enough data | 8.7 (297 reviews) | 
| **Omnichannel** | Not enough data | 8.4 (253 reviews) | 
| **Contextual Engagement** | Not enough data | 8.3 (166 reviews) | 
| **Proactive Engagement** | Not enough data | 8.5 (182 reviews) | 

#### Support Automation

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Intelligent Routing** | Not enough data | 8.5 (258 reviews) | 
| **Seamless Escalation** | Not enough data | 8.3 (166 reviews) | 
| **Transcripts** | Not enough data | 8.7 (169 reviews) | 
| **Self-Serve Support** | Not enough data | 8.1 (174 reviews) | 

#### Generative AI

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.5 (153 reviews) | 
| **AI Text Summarization** | Not enough data | 7.5 (155 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Podium** | 8.4/10 | 800 |

#### Generative AI

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.7 (246 reviews) | 
| **AI Text Summarization** | Not enough data | 7.5 (244 reviews) | 
| **AI Text-to-Speech** | Not enough data | Feature Not Available | 

#### Communication

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Pop-up Chat** | Not enough data | 9.2 (699 reviews) ✓ Verified | 
| **Notifications** | Not enough data | 9.0 (725 reviews) ✓ Verified | 
| **Targeted Emails** | Not enough data | 8.1 (509 reviews) | 
| **In-App Messaging** | Not enough data | 9.0 (665 reviews) ✓ Verified | 
| **Co-Browsing** | Not enough data | 7.3 (295 reviews) | 

####  Internal Use

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Customization ** | 8.9 (6 reviews) ✓ Verified | 8.2 (617 reviews) ✓ Verified | 
| **Conversation Archiving** | Not enough data | 8.9 (677 reviews) ✓ Verified | 
| **Lead Development** | Not enough data | 8.6 (646 reviews) ✓ Verified | 
| **Knowledge Base** | Not enough data | 8.6 (627 reviews) ✓ Verified | 
| **Team Inbox ** | Not enough data | 8.8 (634 reviews) ✓ Verified | 
| **Customer Profiles** | Not enough data | 8.5 (598 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | 8.4/10 | 17 |
| **Podium** | N/A | N/A |

#### Generative AI

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Self-Service Experience

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Knowledge Base** | 8.9 (15 reviews) | Not enough data | 
| **Searchable Articles** | 8.2 (13 reviews) | Not enough data | 
| **Community Forums** | 8.1 (12 reviews) | Not enough data | 
| **Mobile Optimization** | 7.8 (6 reviews) | Not enough data | 
| **Personalization** | 7.8 (6 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Branding** | 8.9 (6 reviews) | Not enough data | 
| **Automation** | 9.4 (6 reviews) | Not enough data | 
| **Artificial Intelligence** | 8.3 (7 reviews) | Not enough data | 
| **Integrations** | 8.6 (6 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Podium** | N/A | N/A |

#### Generative AI

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### VoIP Providers

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Podium** | 6.6/10 | 42 |

#### Platform Basics - VoIP Providers

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **PBX systems, VoIP Softphone** | Not enough data | 6.8 (11 reviews) | 
| **Call Management** | Not enough data | 6.5 (11 reviews) | 
| **Network monitoring** | Not enough data | 6.2 (10 reviews) | 
| **Integrations** | Not enough data | 5.8 (11 reviews) | 
| **Virtual PBX** | Not enough data | 5.8 (10 reviews) | 
| **SIP trunking services** | Not enough data | 6.5 (10 reviews) | 

#### Basic Communication

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Phone Calls** | Not enough data | 8.4 (42 reviews) | 
| **Video Calls** | Not enough data | Feature Not Available | 
| **Instant Messaging** | Not enough data | Feature Not Available | 
| **Screen Sharing** | Not enough data | Feature Not Available | 
| **Conference Calls** | Not enough data | Feature Not Available | 
| **Desk-to-Desk Calls** | Not enough data | 7.3 (37 reviews) | 

#### Agentic AI - VoIP Providers

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 6.0 (7 reviews) | 
| **Cross-system Integration** | Not enough data | 6.0 (7 reviews) | 
| **Adaptive Learning** | Not enough data | 6.2 (7 reviews) | 
| **Proactive Assistance** | Not enough data | 6.7 (7 reviews) | 

#### Access

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Software Pairing** | Not enough data | Feature Not Available | 
| **Browser Extension** | Not enough data | Feature Not Available | 
| **Individual Download** | Not enough data | Feature Not Available | 

#### Advanced Features

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Hold Music** | Not enough data | 6.7 (39 reviews) | 
| **Automated Attendants** | Not enough data | Feature Not Available | 
| **VOiP Number** | Not enough data | 8.1 (39 reviews) | 

### Online Reputation Management

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Podium** | 7.3/10 | 765 |

#### Consumer Intelligence

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Customer Feedback** | Not enough data | 9.1 (634 reviews) ✓ Verified | 
| **Competitive Intelligence** | Not enough data | 8.4 (519 reviews) | 
| **Sentiment Analysis** | Not enough data | 8.5 (561 reviews) ✓ Verified | 

#### Reporting

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Revenue Reporting** | Not enough data | Feature Not Available | 
| **Corporate Reporting** | Not enough data | 8.4 (526 reviews) ✓ Verified | 
| **Dashboard** | Not enough data | 8.9 (652 reviews) ✓ Verified | 

#### Media Monitoring

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Social Networks Monitoring** | Not enough data | 8.5 (519 reviews) | 
| **Social Media Management** | Not enough data | 7.3 (203 reviews) | 
| **Digital Media Monitoring** | Not enough data | 8.3 (513 reviews) | 

#### In-House Management

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Employee Performance** | Not enough data | 8.6 (504 reviews) | 
| **Team Workflow** | Not enough data | 8.6 (504 reviews) ✓ Verified | 

#### Generative AI

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.5 (139 reviews) | 

#### Agentic AI - Online Reputation Management

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 5.1 (12 reviews) | 
| **Multi-step Planning** | Not enough data | 5.3 (12 reviews) | 
| **Cross-system Integration** | Not enough data | 5.8 (12 reviews) | 
| **Adaptive Learning** | Not enough data | 5.3 (12 reviews) | 
| **Proactive Assistance** | Not enough data | 5.6 (12 reviews) | 
| **Decision Making** | Not enough data | 5.6 (12 reviews) | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Podium** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (1):** [Live Chat Software](https://www.g2.com/categories/live-chat)

**Unique to Dynamics 365 Customer Service (3):** [Help Desk Software](https://www.g2.com/categories/help-desk), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms)

**Unique to Podium (11):** [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations), [AI Chatbots Software](https://www.g2.com/categories/ai-chatbots), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [SMS Marketing Software](https://www.g2.com/categories/sms-marketing), [Automotive Marketing Software](https://www.g2.com/categories/automotive-marketing), [Conversational Marketing Software](https://www.g2.com/categories/conversational-marketing), [Chatbots Software](https://www.g2.com/categories/chatbots), [Online Reputation Management Software](https://www.g2.com/categories/online-reputation-management), [VoIP Providers](https://www.g2.com/categories/voip-providers)


---
## Reviewer Demographics

### By Company Size

| Segment | Dynamics 365 Customer Service | Podium | 
|---|---|---|
| **Small-Business** | 14.3% | 60.4% | 
| **Mid-Market** | 53.6% | 34.7% | 
| **Enterprise** | 32.1% | 4.9% | 

### By Industry

#### Dynamics 365 Customer Service

- **Information Technology and Services:** 14.8%
- **Telecommunications:** 11.1%
- **Computer Software:** 11.1%
- **Banking:** 7.4%
- **Accounting:** 3.7%
- **Consumer Electronics:** 3.7%
- **Consumer Services:** 3.7%
- **Financial Services:** 3.7%
- **Fine Art:** 3.7%
- **Food Production:** 3.7%
- **Other:** 33.3%

#### Podium

- **Automotive:** 19.9%
- **Retail:** 13.8%
- **Consumer Services:** 9.1%
- **Construction:** 7.9%
- **Furniture:** 6.2%
- **Hospital & Health Care:** 3.9%
- **Medical Practice:** 3.7%
- **Luxury Goods & Jewelry:** 3.5%
- **Health, Wellness and Fitness:** 2.6%
- **Insurance:** 2.5%
- **Other:** 26.9%

---
## Alternatives

### Alternatives to Dynamics 365 Customer Service

- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7333 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6944 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3748 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1547 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (977 reviews)
- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (429 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7616 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews)

### Alternatives to Podium

- [Birdeye](https://www.g2.com/products/birdeye/reviews) — 4.7/5 stars (4060 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [Plivo](https://www.g2.com/products/plivo/reviews) — 4.5/5 stars (747 reviews)
- [Swell](https://www.g2.com/products/socialswell-inc-swell/reviews) — 4.5/5 stars (372 reviews)
- [Drift](https://www.g2.com/products/drift/reviews) — 4.4/5 stars (1256 reviews)
- [Chekkit](https://www.g2.com/products/chekkit/reviews) — 4.9/5 stars (154 reviews)
- [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.5/5 stars (808 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6944 reviews)
- [Twilio](https://www.g2.com/products/twilio/reviews) — 4.1/5 stars (521 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2466 reviews)

---
## Top Discussions

### Dynamics 365 Customer Service

No discussions available for this product.

### Podium

- Title: [How can I make people interact with the chat feature better?](https://www.g2.com/discussions/24096-how-can-i-make-people-interact-with-the-chat-feature-better) — 3 comments, 3 upvotes
  > **Top comment:** "Let them know about how easy it is to connect to the company they are using. It's a direct connection between the customer and service techs."
- Title: [Is podium a CRM?](https://www.g2.com/discussions/is-podium-a-crm) — 2 comments
  > **Top comment:** "No, podium is not a CRM. I would call it an online reputation management platform. It helps get and manage, google reviews along with unifying customer..."
- Title: [What does the company podium do?](https://www.g2.com/discussions/what-does-the-company-podium-do) — 2 comments
  > **Top comment:** "Provides an expensive platform small business owners can use to solicit customer reviews on Google maps. "
- Title: [How do I edit my templates ( If this is not a permissions issues )](https://www.g2.com/discussions/how-do-i-edit-my-templates-if-this-is-not-a-permissions-issues) — 2 comments, 1 upvote
  > **Top comment:** "If it is not a permissions issue then to be honest I am not sure.  You can create new templates.  When I login to Podium on a computer it tells me that you..."
- Title: [On an Android phone is there a way other than Google Play Store to download Podium to my cell phone?](https://www.g2.com/discussions/on-an-android-phone-is-there-a-way-other-than-google-play-store-to-download-podium-to-my-cell-phone) — 2 comments, 1 upvote
  > **Top comment:** "Aptoid has been designed according to Google standards, and the experience is almost as good as the Play Store with a well-designed user interface"

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/dynamics-365-customer-service-vs-podium)