Gestión de Quejas 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. Reseña recopilada por y alojada en G2.com.

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. Reseña recopilada por y alojada en G2.com.

It can feel heavy and somewhat slow sometimes, particularly when I’m handling complex workflows.

There are also tasks that take more clicks than they should, which turns otherwise simple actions into something that feels unnecessarily complicated. On top of that, customization isn’t always intuitive, so even minor tweaks can end up taking more time and effort than I anticipate. Reseña recopilada por y alojada en G2.com.

ServiceNow ITSM solves the problem of scattered, manual incident and request handling by centralizing everything in one platform. It reduces repetitive work through automation, which speeds up response times and cuts down on human error. The benefit is a smoother, more predictable operation where teams have clearer visibility and can focus on higher‑value tasks instead of firefighting. Reseña recopilada por y alojada en G2.com.

The only issue I ran into with it was that I was unable to get my Instagram account to connect to the social media feature. Reseña recopilada por y alojada en G2.com.

I use Birdeye for reputation management, which frees up time and allows me to respond to reviews promptly. It simplifies managing my social media calendar for the month in one day and makes updating my Google My Business pages easy for all my stores. Reseña recopilada por y alojada en G2.com.

While the platform is powerful, the user interface can feel a bit cluttered when managing a high volume of locations simultaneously. Navigating between deep-level analytics for specific territories and the global overview sometimes requires more clicks than expected. A more streamlined, intuitive 'quick-switch' toggle for individual location dashboards would greatly improve daily efficiency. Reseña recopilada por y alojada en G2.com.

Before using SOCi, gathering a holistic view of our digital performance across all locations was a fragmented, manual process involving multiple spreadsheets.

SOCi provides a unified analytics suite that shows us exactly how our localized marketing efforts are performing. We can now identify which locations are excelling and which need more support, allowing us to make data-driven decisions on where to allocate our marketing resources for the best ROI. Reseña recopilada por y alojada en G2.com.

One downside of Agentforce Service is that it can get expensive and more complex as you scale. The platform also has a steep learning curve and often requires dedicated admins or consultants to handle customization. On top of that, some advanced AI and integration features require extra setup and may involve additional licensing. Reseña recopilada por y alojada en G2.com.

Agentforce Service is helping solve challenges such as slow response times, fragmented customer support channels, and repetitive manual work. It centralizes customer interactions, uses AI to automate routine cases, and gives agents a complete view of the customer within a single platform. As a result, our team has become more efficient, case resolution times have decreased, and we’re able to deliver a faster, more personalized customer experience. Reseña recopilada por y alojada en G2.com.

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. Reseña recopilada por y alojada en G2.com.

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. Reseña recopilada por y alojada en G2.com.

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. Reseña recopilada por y alojada en G2.com.

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. Reseña recopilada por y alojada en G2.com.

What I dislike most about Atera is that some of its more advanced features still feel less mature than those in larger, enterprise-focused RMM platforms. Reporting and analytics have improved over time, but they can still feel limiting when you need highly customized dashboards or deeper business insights.

The PSA module is convenient because everything is integrated, but certain workflows and automations aren’t as flexible as they are in dedicated PSA solutions. Ticketing can also become cumbersome in more structured service desk environments.

Patch management is another area that could use improvement, particularly around visibility and consistency in larger or more complex environments. At times, troubleshooting automation failures or agent-related issues requires more manual intervention than I would expect.

Mac management also lags well behind the Windows experience. Feature parity isn’t there yet: monitoring, scripting, patching, and device management for macOS feel more limited and less reliable than on Windows endpoints. For MSPs supporting mixed environments, this creates operational inconsistencies and often means relying on additional tools to properly manage Apple devices.

Finally, while the platform evolves quickly, some UI changes and new features can feel like they’re released before being fully refined. Reseña recopilada por y alojada en G2.com.

Atera helps centralize and simplify day-to-day MSP operations by bringing RMM, PSA, remote access, patch management, monitoring, and billing together in a single platform. Rather than juggling multiple disconnected tools, technicians can work from one interface, which boosts efficiency and helps reduce operational overhead.

The biggest benefit for me is the time saved through automation. Automated monitoring, patching, alerting, and scripting cut down on repetitive manual tasks and let the team focus more on higher-value work and customer support. Having centralized visibility across all client environments also makes it easier to spot issues proactively before they become critical.

The per-technician pricing model is another major advantage, since it supports growth without worrying about endpoint-based cost increases. That makes scaling more predictable and financially sustainable for an MSP.

Atera also helps improve response times and the overall customer experience by streamlining ticket management and remote support, enabling faster troubleshooting and quicker resolution for end users. Reseña recopilada por y alojada en G2.com.

Hasta ahora, no hemos encontrado nada que consideremos un inconveniente o limitación al trabajar con Liftify. Su proceso ha sido fluido, su equipo es receptivo y los resultados han superado consistentemente las expectativas. A medida que nuestra asociación se expande a nuevas áreas como encuestas a clientes y empleados, nos ha impresionado lo adaptables y solidarios que han sido. En este momento, realmente no hay nada que llamemos negativo en nuestra experiencia. Reseña recopilada por y alojada en G2.com.

Liftify está ayudando a STAR a resolver un desafío crucial: capturar comentarios auténticos de los clientes a gran escala y convertirlos en un motor poderoso de confianza, visibilidad y mejoras generales en la experiencia del cliente.

Antes de asociarnos con Liftify, reunir reseñas de manera consistente y en el volumen necesario para destacar era difícil y requería mucho tiempo. Liftify resolvió esto al encargarse de todo el flujo de trabajo de reseñas e implementar un proceso de alcance altamente efectivo al que nuestros clientes realmente responden.

Los beneficios para STAR han sido significativos:

-Mejora masiva en nuestra reputación en línea: Nuestras reseñas en Google crecieron de 338 a más de 5,000, y nuestra calificación promedio saltó de 4.1 a 4.8. Este nivel de credibilidad de marca simplemente no habría sido alcanzable solo con esfuerzos internos.

-Presencia de búsqueda más fuerte y visibilidad de marca: El aumento en reseñas e impresiones ha fortalecido cómo STAR aparece en línea, ayudando a que los clientes potenciales se sientan más seguros al elegirnos.

-Información confiable del cliente: Sus datos e informes nos brindan claridad sobre las tendencias de sentimiento y experiencia del cliente, lo que permite a nuestros equipos tomar decisiones más informadas.

-Una base para una medición más profunda de la experiencia: Debido a que el programa de reseñas ha sido tan efectivo, ahora estamos expandiendo nuestra asociación a encuestas de clientes y empleados. Esto nos permitirá entender nuestro recorrido del cliente de principio a fin e identificar oportunidades para mejorar la retención, la satisfacción y el compromiso de los empleados.

-Eficiencia operativa: Liftify se encarga del trabajo pesado, dándonos resultados sin sobrecargar nuestros recursos internos.

En general, Liftify está ayudando a STAR a construir una presencia digital más fuerte y creíble mientras nos equipa con conocimientos que elevan tanto la experiencia del cliente como la del empleado. Su trabajo está apoyando directamente nuestra estrategia de crecimiento a largo plazo y nuestra reputación en las comunidades que servimos. Reseña recopilada por y alojada en G2.com.

While it is easy to use, some advanced automations and AI Features and integrations usually under high end pricing plans, which increased costs as our business was growing.

Sometimes the platform felt slow when handling large ticket volumes, and some UI sections required too many clicks to complete simple tasks.

While reporting and analytics are useful, but sometimes lack flexibility for highly customised operational tracking Reseña recopilada por y alojada en G2.com.

It helps solve the problem of managing a large volume of tenant communication, tenant requests, and internal coordination in one centralised platform. Instead of handling conversation accross emails, calls and multiple apps, it helped us organize everything into tickets that we could track, through assigning it to different agents, plus it gave us response timelines.

How it benifted us? Well it improved our response time, there was a reduction in missed requested, and there was clarity across operations.

Automations, inegrations and AI assited workflows helped save staff time, improve team productivity, and because of that we have been able to deliver consistent experience for tenants, while supporting our property management operations. Reseña recopilada por y alojada en G2.com.

Dado que CommBox es una plataforma tan completa y poderosa con tantas funciones, la curva de aprendizaje inicial puede ser un poco pronunciada. Toma algo de tiempo explorar completamente cada capacidad y automatización disponible, pero una vez que lo dominas, los resultados definitivamente valen la pena. Reseña recopilada por y alojada en G2.com.

Antes de CommBox, nuestro principal desafío era la limitación de nuestro horario de atención. Estábamos perdiendo clientes potenciales y dejando consultas de clientes sin respuesta durante la noche o los fines de semana. Como un negocio en crecimiento, no podíamos permitirnos tener un equipo en vivo 24/7, pero tampoco podíamos permitirnos perder esas oportunidades en un mercado competitivo.

CommBox resolvió esto al proporcionar un sistema automatizado robusto que maneja interacciones las 24 horas del día, los 7 días de la semana. Ahora capturamos cada cliente potencial, incluso cuando nuestro equipo está desconectado, asegurando que ninguna oportunidad se pierda. Nos ha permitido escalar nuestras operaciones y mejorar nuestra Experiencia del Cliente. Honestamente, ha hecho que nuestro negocio sea más eficiente y nuestra marca mucho más fuerte. Reseña recopilada por y alojada en G2.com.

Notion sync isn’t real time. New pages take a while to be searchable by the agent. If we ship a fresh runbook in the morning the AI doesn’t know about it until later that day. Reseña recopilada por y alojada en G2.com.

it helped me to deploy AI for my entire company and reduce the volume of request my team used to receive Reseña recopilada por y alojada en G2.com.

La integración adicional siempre es un área que se puede mejorar. Hay algunas áreas en el Helpdesk que, si fueran más completamente personalizables, permitirían a mi equipo no tener que moverse a ninguna otra página en Hubspot mientras resuelven problemas. Reseña recopilada por y alojada en G2.com.

Recibimos cientos de correos electrónicos de soporte en nuestra oficina y solo tenemos un par de personas en el personal que pueden responder. Podemos responder de 50 a 100 correos electrónicos por día (hasta 200 durante los períodos de mayor actividad), con mensajes consistentes utilizando plantillas, usando solo ayuda a tiempo parcial. Reseña recopilada por y alojada en G2.com.

Algunos informes en el área de inventario, especialmente relacionados con software, aún pueden evolucionar. La ampliación de estos análisis traería un conjunto más completo de información, facilitando la centralización de las herramientas y mejorando el control de los activos de TI. Reseña recopilada por y alojada en G2.com.

Milvus ha sido fundamental para la evolución continua de mi soporte. A través de los paneles, informes y seguimiento detallado de las atenciones, puedo identificar patrones, mapear fallas recurrentes y actuar de manera más estratégica en la causa raíz de los problemas. Esto nos permite salir de una postura solo reactiva y trabajar en la neutralización de incidentes recurrentes, aumentando la eficiencia del equipo, mejorando los SLAs y elevando la calidad de la atención brindada a los usuarios. Reseña recopilada por y alojada en G2.com.

Reports still leave a lot to be desired, particularly in the social media metrics. Social media metrics reports feel very half-baked. I don't understand why social media reports are separate from the Reports product. Reports as a product works well and is very customizable. However, with social media reports, it's very buggy, slow, and there is a big lack of customizability. Reseña recopilada por y alojada en G2.com.

Reputation is a central hub that streamlines managing my online and offline reputation, syncing changes across all accounts. The one-stop nature and intuitive UI make it easy to manage listings, reviews, and social media efficiently. Reseña recopilada por y alojada en G2.com.

No tengo ninguna queja sobre Edge en este momento, ya que todavía me estoy acostumbrando al sistema y las reseñas siguen llegando. Hasta ahora, no ha habido nada que destaque como negativo. Reseña recopilada por y alojada en G2.com.

Edge está resolviendo actualmente cómo recibimos comentarios de nuestra clientela en el pasado. Ahora, los miembros pueden dejar una reseña rápida, lo que ayuda a asegurar que sus voces sean escuchadas. Reseña recopilada por y alojada en G2.com.

One thing I don’t like about Jira Service Management is that sometimes it is hard to find which ticket is assigned to me. The tool does not clearly show it, so I have to search a lot or ask others for help. This can waste time and cause confusion. Also, sometimes Jira does not guide me properly or give me a clear direction on what to do next. It feels like I am stuck or unsure about the next steps. If these issues are improved, Jira will become even more user-friendly and efficient for daily work. Reseña recopilada por y alojada en G2.com.

Jira Service Management helps me manage my work more easily and in an organised way. In my role, I mainly review tickets that are created by the content team or management team. Whenever a new Jira ticket comes in, I get an automatic email. I open the ticket and check many things carefully. I make sure that the content written is correct and suitable, the mailer team has used the proper code, the CTA (Call to Action) has the correct title tag, and the overall design of the email looks good and is properly formatted. I do a full audit to ensure there are no mistakes. If everything is correct, I approve the ticket and close it in Jira. This process helps avoid errors and ensures smooth communication. Jira makes tracking all these tasks simple, and it improves the workflow between teams, which helps me do my job more efficiently. Reseña recopilada por y alojada en G2.com.

Hasta ahora no hay puntos de disgusto en la velada de motadata es buena. Reseña recopilada por y alojada en G2.com.

Las funciones avanzadas son que cada vez que el cliente levanta un ticket de soporte, se enviará automáticamente a las herramientas de ticketing y asignará el ticket al ingeniero de disponibilidad.

Reduce el costo de tiempo y funciona sin problemas. Reseña recopilada por y alojada en G2.com.

It’s a little hard to get used to when you first install it, so there’s definitely a learning curve. That said, the support is fantastic, so I don’t have any worries. Reseña recopilada por y alojada en G2.com.

We needed a system to manage incoming finance requests, such as AP and AR, so they could be automatically assigned and tracked by each individual agent. This system does exactly that, and it also integrates smoothly with our existing O365 environment. Reseña recopilada por y alojada en G2.com.

Nothing to mention until this time of my usage. Reseña recopilada por y alojada en G2.com.

Mainly the ticket/ email/ call handling is very much organised. I get to see who is working on which one that gets rid of the biggest confusion if the ticket is being taken care of or not. One other main thing is that Workflows/Series (as given in Fin) are very simple to create, with all the necessary steps for any sort of task. Also, marketing emails can be blasted to clients which can be templated or customised as our requirement. With all the mentioned features, it really saves my effort that I have to put into them and also saves so much time. I can also get a real-time status on the tickets, calls being transcribed again helps to get the context of the call. Reseña recopilada por y alojada en G2.com.