Kundenerfahrung Software

The inbox filters and tagging are buried in submenus so new hires take 3 weeks to learn it, which slows our response time on busy days. Instagram Stories and Reels still need mobile push to publish, so late night posts fail if no one taps approve. Large 12 month reports take 60 to 90 seconds and sometimes time out, making client calls awkward when I can’t pull numbers live. At $249 per user plus paid add ons for Listening and Analytics, costs rise fast and it’s hard to justify for small teams. Live chat is quick in US hours but 9pm IST tickets wait till morning, which delays fixes for publishing bugs. AI captions repeat phrases and miss brand tone, and sentiment tags flag sarcasm as negative, so I still spend 10 mins editing each post. Guided setup, true IG auto publishing, cached reports, cheaper inbox only seats, 24/5 support, and brand voice training would fix most of this. Bewertung gesammelt von und auf G2.com gehostet.

Sprout Social solves our biggest mess of juggling 6 channels by putting all DMs, comments, and mentions in one Smart Inbox, so we clear queries in 20 mins instead of 2 hours and never miss SLAs. The drag and drop calendar lets me schedule 30 posts every Monday and move them fast when news breaks, saving 4 hours weekly. Canva and Google Drive integrations remove download and upload steps, while Slack alerts flag urgent messages and Salesforce sync turns social complaints into cases, cutting response time from 8 hours to 45 mins. Reliable posting with instant failure alerts means campaigns go live on time, and PDF reports are client ready so I skip 3 hours of Sunday PowerPoint work. Onboarding gave us a working tag structure in 1 hour and live chat fixes issues in 5 mins. AI suggests captions and alt text which cuts writing time 30 percent, and Optimal Send Times lifted LinkedIn clicks 18 percent. Sentiment flags in the inbox catch angry comments early, so we avoided a PR issue last quarter. Tagging and competitor reports proved LinkedIn carousels drive 3x more leads, so we shifted strategy and grew social revenue 40 percent in 6 months. For us, it replaced 3 tools, saved 10 hours per week, and gave clear ROI data to the team. Bewertung gesammelt von und auf G2.com gehostet.

There are a lot of features, so the setup and learning curve can take some time at first. Some settings are not always obvious right away, but once you use it regularly, it becomes much easier. Bewertung gesammelt von und auf G2.com gehostet.

Birdeye helps us manage reviews, messages, and customer feedback across multiple locations in one place. The UI is pretty easy to use once you get used to it, and the dashboard makes it simple to see what needs attention. The integrations help pull everything together so we are not checking multiple sites manually. Performance has been reliable overall, and it saves our team time every week. From an ROI standpoint, it helps us stay on top of our online reputation and respond faster, which is valuable for a large organization. Support and onboarding were helpful when getting started, especially with setting up locations and workflows. I also like the AI tools because they make it easier to spot trends in customer feedback and understand what people are saying without reading every review one by one. Bewertung gesammelt von und auf G2.com gehostet.

Constantly having to login through SSO is instantly and repeatedly annoying. Fathom is the only one that requires us to log in as much as it does. Every time another app asks for a fresh login, we have had to log in to Fathom 20x or more. Bewertung gesammelt von und auf G2.com gehostet.

I use Fathom as a source of truth for meetings, eliminating inefficiencies and providing a simple way to verify details without relying on human memory. Bewertung gesammelt von und auf G2.com gehostet.

The pricing structure is frustrating. Costs rise quickly as you start adding more contacts which honestly feels like a tax on success, and its specially frustrating to have basic features that could be expected in the lower/basic pricing tiers up in the higher pricing tiers. I also found the landing page builder to be too simple, lacking in customization features. Bewertung gesammelt von und auf G2.com gehostet.

It's the solution we needed since we were missing a CRM tool that could maximize our Sales Department potential. Bewertung gesammelt von und auf G2.com gehostet.

Flexibility seems to come with complexity. You definitely need a dedicated and skilled Gainsight administrator to set the system up and maintain it, but this pays off. Bewertung gesammelt von und auf G2.com gehostet.

Make sure you have a good idea of what you want the platform to do before starting the implementation. Think about your processes, segmenting, data sources... I would definitely recommend to purchase implementation services (either by Gainsight or an implementation partner). Dedicate time to work with these people on getting things right. Appoint a responsible Gainsight administrator from the start and make sure this person has time to get educated on the system and maintain the system afterwards. Once you are using the platform, you'll get many new ideas to implement. Bewertung gesammelt von und auf G2.com gehostet.

* Getting a 360 degree on individual customers and the complete customer portfolio, combining data from several sources.

* Creating proactive Calls to Action for CSM's to reach out.

* 1:Many communication via Journey Orchestrator.

* Dashboards for structured meetings.

* Standardized Playbooks for guiding the Customer Journey.

* Operationalizing processes like Risk Management, Opportunity Management, Renewal Forecasting... Bewertung gesammelt von und auf G2.com gehostet.

In my view, SurveyMonkey’s biggest drawback is the set of limitations that come with its free version. For example, you’re restricted to collecting only 25 responses per form. Although the core tools needed to create a form are available at no cost, more advanced capabilities—such as detailed analytics—aren’t included and require a purchase. Bewertung gesammelt von und auf G2.com gehostet.

SurveyMonkey primarily addresses a common challenge: people often have to make decisions—or, at times, simply take guesses—without having complete information. In many situations, gathering feedback is difficult. Whether in college or in a company setting, when we are developing a product, getting enough responses can be a real struggle. For instance, we were recently working on a research paper and needed responses from people. Similarly, while developing a doctor-consultation application, we again required user feedback. Bewertung gesammelt von und auf G2.com gehostet.

With so many products, channels, and configured relations, the platform requires a meaningful learning investment before your team is operating at full capacity. The initial setup, although manageable with the onboarding team's help, involved a significant learning curve around the platform's full range of capabilities, not the technical setup itself. Bewertung gesammelt von und auf G2.com gehostet.

Insider One unifies fragmented data, enhancing automation and enabling personalized customer engagement in real-time by consolidating data across mobile apps, CRM, and transaction databases. It supports dynamic audience segmentation and automates customer journeys to boost engagement and reduce churn. Bewertung gesammelt von und auf G2.com gehostet.

Die Einrichtung kann für einige Benutzer eine Herausforderung sein, und um ehrlich zu sein, könnte das Berichtsdashboard leichter lesbar sein - es ist momentan nicht sehr klar. Bewertung gesammelt von und auf G2.com gehostet.

Früher haben wir viel Zeit damit verschwendet, Inhalte manuell auf all unseren Plattformen zu aktualisieren. Aber seit wir Substrata.me verwenden, hat sich alles verändert – der Großteil dieses Prozesses ist jetzt automatisiert, was unsere Arbeitsbelastung erheblich reduziert und dafür gesorgt hat, dass alles konsistent ist. Ehrlich gesagt, ist das eine große Erleichterung, und jetzt können wir uns auf die spannenden Dinge konzentrieren, wie Strategie und kreative Entwicklung. Ich denke, das hat einen echten Unterschied in der Wirkung unserer Kundenkampagnen gemacht, und wir sehen einige großartige Ergebnisse. Bewertung gesammelt von und auf G2.com gehostet.

One thing I dislike about Agentforce sales is that the platform can feel overly complex, especially for new users. There are so many features, menus, and configuration options that it creates a steep learning curve and can slow adoption for teams that aren’t very technically experienced.

Another downside is pricing. The platform can become expensive as companies add more users, integrations, AI features, and customization. For small businesses, the overall cost can be difficult to justify.

I also think the AI capabilities are still evolving. Some users may feel the product is marketed more aggressively than its current maturity level. Bewertung gesammelt von und auf G2.com gehostet.

It solves problems related to manual CRM work, slow follow-ups, lead management, and repetitive sales tasks. In many organizations, sales teams spend too much time updating records, tracking customer interactions, assigning leads, and preparing reports instead of focusing on actual selling. Agentforce helps automate these processes using AI and workflow automation.

It also improves response time and decision-making by analyzing CRM data, prioritizing opportunities, and automatically suggesting next actions. Features like AI-driven lead routing, automated follow-ups, sales coaching, and customer interaction summaries reduce operational delays and improve productivity.

The biggest benefit is efficiency. Sales teams can focus more on customer relationships and closing deals instead of repetitive administrative work. Centralized CRM visibility and AI insights also make collaboration between teams easier and more organized. Bewertung gesammelt von und auf G2.com gehostet.

Nichts. Alles, was ich sagen kann, ist, dass Scorebuddy die Dinge für uns erledigt. Es hilft uns, alles zusammenzufassen und die Ziele zu erreichen. Bewertung gesammelt von und auf G2.com gehostet.

Ich denke, es ist der Weg, Probleme im Zusammenhang mit unserer Arbeit im Kundensupport zu lösen. Es hilft uns, qualitativ hochwertige Anrufe und eine qualitativ hochwertige Leistung zu erreichen. Dies hilft uns auch, unsere Qualitätssicherungsprozesse zu verbessern, die Leistung der Agenten zu steigern und letztendlich die Kundenzufriedenheit zu erhöhen. Bewertung gesammelt von und auf G2.com gehostet.

One downside of HubSpot Sales Hub is that the pricing can become expensive as your team grows or when you need access to more advanced features. Many useful automation, reporting, and customization capabilities are locked behind higher-tier plans, which may not be ideal for smaller businesses or startups with limited budgets.

Another challenge is that some advanced workflows and reporting configurations require a learning curve, especially for teams without prior CRM or automation experience. While the interface itself is very user-friendly, setting up complex automations or custom processes can take time and may require technical understanding.

The platform also has certain limitations in customization compared to more enterprise-focused CRMs, particularly for highly specialized sales operations. In some cases, deeper customization or advanced integrations may require third-party tools or custom development.

Additionally, email sending limits and contact tier pricing can increase operational costs quickly for companies running large-scale outbound campaigns. Although HubSpot performs very well overall, some larger accounts may occasionally notice slower loading times when working with very large datasets or complex dashboards. Bewertung gesammelt von und auf G2.com gehostet.

HubSpot Sales Hub is helping us solve several major sales and operational challenges, especially around lead management, follow-up consistency, and visibility across the sales pipeline. Before using HubSpot, a lot of our sales activities were scattered across spreadsheets, emails, and different communication tools, which made tracking opportunities and team performance difficult.

With HubSpot Sales Hub, we now have a centralized system where the entire sales process is organized in one place. It helps us manage leads more efficiently, automate repetitive follow-ups, track email engagement, schedule meetings, and monitor deal progress in real time. This has significantly improved team productivity and reduced the risk of missing opportunities or delayed responses.

The automation features have been especially valuable because they save time on manual tasks and ensure prospects receive timely communication. The reporting dashboards also provide clear insights into pipeline performance, conversion rates, and sales activities, allowing us to make faster and more data-driven decisions.

Another major benefit is improved collaboration between sales and marketing teams. Since everything is connected inside the platform, it’s much easier to align campaigns, track lead sources, and measure ROI more accurately.

Overall, HubSpot Sales Hub has helped streamline our sales operations, improve response times, increase visibility, and create a more scalable and predictable sales process. Bewertung gesammelt von und auf G2.com gehostet.

Even though it is very smart, Agentforce can sometimes struggle to understand feelings or complicated stories as well as a real person can. It also takes a lot of time and practice for grown ups to train the AI to make sure it gives the right answers every single time. Bewertung gesammelt von und auf G2.com gehostet.

Agentforce help businesses that are too busy to talk to everyone at once. It solves the problem of waiting in long lines by giving you fast answers any time of the day or night. This is great for me because I get help right away and don't have to stay bored on the phone for a long time. Bewertung gesammelt von und auf G2.com gehostet.

One downside of Gong is that it can feel a bit overwhelming at times. With so many insights, metrics, and notifications, it’s not always clear what to focus on first. The signal is there, but you have to work a bit to separate it from the noise. Bewertung gesammelt von und auf G2.com gehostet.

Gong solves the challenge of capturing and making sense of customer conversations at scale. Instead of relying on memory or manual notes, it automatically records, transcribes, and surfaces key insights from calls.

For me, that means I can stay fully present during conversations, then go back to review important moments, track commitments, and follow up more effectively. It also makes it easier to share context with teammates, align internally, and continuously improve how I communicate with customers. Overall, it helps me be more organized, data-driven, and consistent in how I manage relationships. Bewertung gesammelt von und auf G2.com gehostet.

We haven't explored features like custom calendars or AI responses because we want to keep things personalized for each customer's needs. Bewertung gesammelt von und auf G2.com gehostet.

Pipedrive helps us sort customers, determine their needs, and track their sales journey. It categorizes customers by price, product, and location, aiding in scheduling services and follow-ups. It allows us to store customer information and sort categories, which is crucial for tracking and future interactions. Bewertung gesammelt von und auf G2.com gehostet.

One limitation in my experience was that I didn’t have enough time to fully explore all of Zoho Desk’s advanced capabilities. The platform offers a wide range of features, integrations, and automation options, so there’s a real learning curve before you can evaluate everything in depth.

At first, some parts of the interface and the configuration process can feel overwhelming, especially when you start working with more advanced workflows and customization settings. Because of that, teams may need extra time to understand the setup and take full advantage of all the available functionality.

That said, the features I did use worked well overall, and the platform showed strong potential for improving support operations and keeping workflows better organized. Bewertung gesammelt von und auf G2.com gehostet.

Zoho Desk helps centralize customer support operations and organize communication workflows in a more structured way. Instead of handling requests across multiple disconnected channels, the platform makes it easier to manage tickets, track conversations, assign responsibilities, and monitor response times from a single place.

One of the biggest benefits has been improved visibility into support activity and task ownership. Features like ticket categorization, automation rules, and SLA management help reduce manual coordination and make day-to-day operations more efficient.

The platform also helps streamline workflows by automating repetitive tasks such as ticket assignment, notifications, and status updates. This reduces operational overhead and allows teams to focus more on resolving issues rather than managing processes manually.

Another benefit is the integration capability with other tools and services, which improves collaboration between support, operations, and customer management processes.

Although I did not have enough time to fully explore every advanced feature, the platform already demonstrated clear value in improving organization, workflow consistency, and overall support management efficiency. Bewertung gesammelt von und auf G2.com gehostet.

The main challenge we’ve faced hasn’t been with the platform itself, but with getting our stores into the habit of consistently closing the loop. It took time for teams to understand the process, build it into their routines, and feel confident navigating the system. Early on, that created some frustration simply because it was a new workflow and required a shift in behaviour at store level. It continues t be a challenge with some of our stores.

If anything, the notifications stores receive could be more urgent and clearer so that the loop gets closed in time. When stores are busy, messages that don’t stand out can easily be missed, which slows down the process. Stronger, more attention‑grabbing alerts would help reinforce the importance of responding quickly.

That said, it has been getting noticeably easier as our teams become more familiar with the platform. The support we’ve received from Resonate — particularly around onboarding stores, reinforcing best practices, and helping us streamline the process — has been excellent. With their guidance, what started as a learning curve is now becoming part of our normal rhythm, and stores are far more comfortable closing the loop consistently and on time. Bewertung gesammelt von und auf G2.com gehostet.

Resonate CX has helped us bridge a long‑standing gap between the feedback we were collecting and the insights we actually needed to improve the customer experience. Previously, we had plenty of comments coming in but no reliable way to understand the patterns behind them or identify which issues were having the biggest impact across our stores. Resonate has changed that completely. It gives us a clear view of what customers are experiencing, why it matters, and where we should focus our attention to lift performance.

One of the most valuable shifts has been the way it supports timely, meaningful follow‑up with customers. By centralising feedback and making the process more structured, our stores are now able to respond faster and more consistently, which has strengthened trust and improved the overall customer journey. That improvement has flowed through to our online presence as well — we’ve seen a genuine uplift in our Google rankings as customer sentiment improves and our responsiveness becomes more visible.

The platform has also helped us align the entire network around the same priorities. Instead of each store interpreting feedback in its own way, we now have a shared understanding of what customers are telling us and a clear path for acting on it. Combined with the ongoing support from Vereen and the Resonate team, we’ve been able to embed these practices in a way that’s sustainable and genuinely beneficial for both our customers and our business. Bewertung gesammelt von und auf G2.com gehostet.

I have raised it earlier as well with Zendesk support, that their Zendesk Talk feature needs improvement in a few areas to help managers have better visibility. In my opinion Zendesk Talk feature lacks to offer below- It does not show for how long an agent is sitting idle with no calls, Improper calls distribution, as sometimes a few agents get comparatively more calls with no reason provided, No real time monitoring is available for Zendesk Talk agents logged in. Bewertung gesammelt von und auf G2.com gehostet.

I use Zendesk to centralize customer queries from multiple marketplaces, making the process smooth and efficient. Its generative AI and Explore features help answer queries without live agents and customize dashboards, saving me hours and improving customer service. Bewertung gesammelt von und auf G2.com gehostet.

Das Hauptproblem war die Diskrepanz zwischen dem, was während des Verkaufsprozesses präsentiert wurde, und der tatsächlichen Leistung der Plattform in der Praxis.

Die Integration mit GoHighLevel war eine wichtige Anforderung für uns und wurde als über Zapier machbar beschrieben, jedoch war dies in der Realität auf einen grundlegenden Auslöser beschränkt und unterstützte keinen brauchbaren Workflow.

Darüber hinaus stimmte die Kampagnendurchführung nicht mit dem konfigurierten Verhalten überein. Kampagnen, die mit bestimmten Volumen und Frequenzen laufen sollten, waren in der Praxis erheblich eingeschränkt. Zum Beispiel produzierten E-Mail-Kampagnen, die kontinuierlich laufen sollten, nur einen Bruchteil der erwarteten Ergebnisse, und LinkedIn-Outreach, das für tägliche Aktivitäten eingestellt war, wurde auf minimale Ausführungsniveaus reduziert.

Dies machte es sehr schwierig, Ergebnisse in großem Maßstab zu erzielen, unabhängig von der Konfiguration.

Wir hatten auch ein Problem mit der Kommunikation von Konten und Abrechnungen, die über Kunden hinweg geteilt wurde, was Bedenken hinsichtlich der Trennung von Konten und internen Kontrollen aufwarf. Bewertung gesammelt von und auf G2.com gehostet.

Die Plattform zielt darauf ab, die Generierung von ausgehenden Leads durch Automatisierung über mehrere Kanäle zu lösen. Theoretisch sollte sie den manuellen Aufwand reduzieren und Kampagnen in großem Maßstab ermöglichen.

In unserer Erfahrung verhinderten jedoch die Einschränkungen in der Ausführung und Integration, dass diese Vorteile auf praktische Weise erzielt wurden. Bewertung gesammelt von und auf G2.com gehostet.

Sometimes the calling doesn't work. It drops calls. I get too many unnecessary notifications from appointment. I don’t like that it creates new opportunities when I book decision meetings and second meetings, I would prefer if it would just foster the original booking opportunity. Bewertung gesammelt von und auf G2.com gehostet.

I use Close to stay organized by tracking meetings and leads. The follow-up prompts for emails, texts, and calls are very useful. I can easily create tasks and appreciate the old version of the opportunities list for clarity. Bewertung gesammelt von und auf G2.com gehostet.

The only downside so far is the lack of clarity on the license model. We want to get more people using it but it's not really clear what each license type can do. We have asked for help and apparently it is coming! Bewertung gesammelt von und auf G2.com gehostet.

ChurnZero is helping us have much better oversight on where all of our clients are in terms of usage of our product, how satisfied they are, the full renewals picture and where we might have upsell opportunities. Bewertung gesammelt von und auf G2.com gehostet.