Customer Experience Software

Sometimes the Fathom icon to add it to the room does not appear, I have to manually add it, and sometimes it still won't appear. Sometimes it takes a while to appear in the waiting room. Maybe I am doing something wrong

Sometimes the notes aren't the most accurate. Like it doubled the price I was giving to my client... maybe that was a sign to raise my prices haha.

It can be a little overwhelming knowing with all the features and how to utilize them properly. Review collected by and hosted on G2.com.

I don't have to take notes (my handwriting ain't pretty ya'll)

It sends the notes to others, really helpful for meetings with potential and current clients Review collected by and hosted on G2.com.

There's not much that I dislike about Sprout Social. If I were to pick something, tagging can become a bit tedious, but that's not on the platform's side of things. Review collected by and hosted on G2.com.

Sprout Social is helping me to see the broad landscape of my social media platforms, especially when working with two organizations that are in tandem with each other. By using Sprout Social, I am able to survey the past, present and future of the social media channels that I manage. From this and through the gathering of social media metrics, Sprout Social helps me to better understand what content my organization needs to be investing more in, which content can be repurposed or repackaged, and which content can be discontinued from our strategy. Review collected by and hosted on G2.com.

The only thing that can be frustrating is the number of reach outs I receive from Birdeye sypport when I am trying to get in contact with a client to solve a problem. I try to let them know as soon as I hear, but they typically reach out every day if not every other day. Review collected by and hosted on G2.com.

Birdeye centralizes all reviews in one place, giving you real-time notifications and tools to respond quickly. It makes review management organized, consistent, and much less time-consuming. For you, that means you can maintain a strong reputation, engage customers proactively, and focus on strategy and results instead of getting bogged down in the mechanics of monitoring and replying to reviews. Review collected by and hosted on G2.com.

The complexity can still be a lot to handle sometimes. It’s also not always clear why some data is being measured and some isn't. My biggest gripes are the reporting delays—I'll check a report at noon and it'll be empty because yesterday's data hasn't processed yet. It would be great if the system actually notified you or gave you some guidance when that’s happening. Review collected by and hosted on G2.com.

We use it to manage our customer journeys and all our email marketing. It’s our main hub for lead scoring, where we track "touches" across all our different marketing assets. As someone in marketing, it's really helpful for seeing exactly how people are interacting with us before they hit the CRM side. Review collected by and hosted on G2.com.

While I find the information provided through Substrata to be useful, sometimes it does take time for some of the insights to process within the application. Additionally, it would be beneficial if the dashboard were a little more user-friendly so that I could easily navigate through multiple conversations at one time. Review collected by and hosted on G2.com.

Substrata provides me with a way to quickly understand customer sentiment and engagement, which allows me to respond to my customers more quickly as well as manage our relationship with them in a more effective manner. Review collected by and hosted on G2.com.

What I dislike about Insider One is that the platform can feel overwhelming at first, especially for new users who are not familiar with advanced marketing automation tools. Some features may take time to learn, and managing everything effectively can require a bit of training and adjustment. Review collected by and hosted on G2.com.

Insider One helps solve the challenge of managing customer engagement across too many separate tools. For me, the biggest benefit is being able to work more efficiently, personalize campaigns more easily, and deliver a smoother customer experience across multiple channels. Review collected by and hosted on G2.com.

There are still some limitations, like you have with any tool. But given how "young" Customerscore is, they are on a great path already, as you get the most important features right away.

Depending on your existing tool stack, integrations can require some initial effort to set up properly. However, once everything is in place, the system runs quite smoothly.

Overall, these points are not major drawbacks, but areas where the product could still improve. Review collected by and hosted on G2.com.

Customerscore.io solves the problem of having customer data spread across multiple tools and systems. Before, it was very difficult to get a complete and reliable overview of our accounts, and in reality, a lot of important information was simply not used.

Our Account Managers didn’t have the time to manually collect and analyze all the different data points, which made it hard to identify risks or opportunities early on.

With customerscore.io, all relevant customer data is now centralized and structured in one place. This gives us a clear overview of each account and makes it much easier to prioritize and take action.

The main benefit is that we can work much more efficiently and proactively. We are faster at identifying potential churn risks and can focus our efforts where they have the biggest impact.

Their support is excellent and very responsive. They supported us closely during the implementation phase and helped ensure everything was set up properly. Whenever we had questions, we received quick and helpful answers, which made the whole onboarding process much smoother. Review collected by and hosted on G2.com.

While Gong delivers powerful insights, some aspects of the user experience could be improved. The interface can feel overwhelming at first, especially for new users, because of the volume of data and features. Implementation and setup took some initial effort, and filtering or finding specific calls can sometimes be unintuitive. Overall it’s valuable, but smoother navigation and simpler onboarding would make it even better. Review collected by and hosted on G2.com.

Gong solves the problem of relying on subjective or incomplete feedback from sales calls by automatically capturing, transcribing, and analyzing all conversations. Before Gong, coaching and deal visibility were limited by what reps reported or managers observed directly, which caused inconsistencies. With Gong, we get objective, searchable insights into every sales interaction, enabling better coaching, faster ramp‑up for new reps, improved messaging consistency, and earlier identification of deal risks or opportunities. This has strengthened our sales performance and forecasting accuracy. Review collected by and hosted on G2.com.

What I dislike about Salesforce Sales Cloud is that it can feel complex and overwhelming, especially for new users. The initial setup and customization can take a lot of time and often require a fair amount of expertise. On top of that, the licensing costs can be high for small businesses. With so many features available, the interface can also end up feeling cluttered and less intuitive than I’d like. Review collected by and hosted on G2.com.

Salesforce Sales Cloud addresses the issue of scattered customer and sales data by consolidating everything into one centralized system. It lets me track leads, opportunities, and customer interactions in real time. This gives me clearer visibility into the pipeline, cuts down on manual work through automation, and supports faster, data-driven decisions. Overall, it saves time, boosts productivity, and makes the entire sales process more organized and efficient to manage. Review collected by and hosted on G2.com.

The learning curve is definitely steep. Because it has such a massive number of features, the ease of implementation isn't the best if you don't have a dedicated technical team. Sometimes the interface feels a bit overwhelming for new users until they get used to it. Review collected by and hosted on G2.com.

It mainly solves the problem of scattered customer information and repetitive manual tasks. By automating our ticket routing and keeping a centralized knowledge base, we avoid losing track of customer requests. This benefits us by significantly reducing our response times and improving the overall quality of our help desk. Review collected by and hosted on G2.com.

To be honest, support and sales are not always well-trained on the actual capabilities of the platform.

There were many times that we called and asked for a solution, and the answer was either completely irrelevant, a cold “No, it’s not possible,” or a push toward another package that did not really fit our needs.

What was frustrating is that after a bit of struggle and our own investigation, we often found that there actually was a decent solution already built, or at least something clearly prepared and thought through by the HubSpot design team.

For example, as a landscaping company, we really wanted to run the business in an address-oriented way. At first, it seemed like that was not possible. I spoke with sales multiple times, and there was no obvious solution presented to us. In the end, we did our own due diligence, realized that upgrading to Sales Enterprise would give us access to custom objects, and basically sold the higher package to ourselves because it was actually the logical solution for our business.

So in that case, we were the ones acting like the knowledgeable salesperson, understanding the platform well enough to justify the higher price tier because it truly solved our problem.

And you know what the next pitch was after that? Marketing Enterprise! Which is completely irrelevant to us at our current stage.

In summary, I think it would help a lot if sales and support had a deeper understanding of the actual capabilities across the platform. They should try to put themselves in our shoes and tailor a real solution to our business, instead of just blindly offering more packages and trying to maximize the contract value without really considering what we need.

It should feel more like dealing with us as a B2B business with specific operational needs, not like a B2C retail sales process.

Also, on the product side, I wish the UI were a bit more customizable. For example, it would be nice to rearrange custom object cards more freely, customize CRM ribbon icons, and generally have a bit more flexibility in how pages are structured visually.

And please stop sending reminder emails to deactivated users. There was a reason behind those deactivations!

Overall, considering everything, you are doing a lot of things well, and I appreciate the work. Please keep it up. Review collected by and hosted on G2.com.

It is a reliable database! which means everything. Also, we are trying to connect all of our other software to it and make it a true Hub! Review collected by and hosted on G2.com.

Nothing. All I can say is, scorebuddy do the things for us. It helps us summarize everything and meet yje goals. Review collected by and hosted on G2.com.

I think it is the way of solving problems related to our work as a customer support. It helps us achive a quality calls and quality performance. This also helps us enhance ourquality assurance processes, improve agent performance, and ultimately boost customer satisfaction. Review collected by and hosted on G2.com.

While I find Apollo to be a valuable tool, I've noticed that sometimes Sales Navigator's search engine pulls up a few more contacts than Apollo does. Although this isn't a frequent occurrence, it's something to keep in mind. Additionally, when extracting information from contact profiles on devices with less powerful processors, the process can be a bit slow, especially when opening multiple sub-tabs. Review collected by and hosted on G2.com.

Apollo.io has significantly streamlined our process of finding decision-makers within previously prospected companies. Previously, we relied on multiple tools that lacked the same level of accuracy, resulting in a significant waste of time. With Apollo's 20-23 search filters, including the valuable criteria of 'Likely to engage' and 'verified', we've dramatically reduced the time spent finding valid email addresses. Review collected by and hosted on G2.com.

The API documentation lacks clarity in certain areas. Some endpoints behave inconsistently — for example, fields that are visible in GET responses cannot always be updated via PATCH, which can be frustrating during development and custom integrations. Review collected by and hosted on G2.com.

Before Zoho Desk, managing customer complaints and support requests was a challenge. Emails were getting lost, response times were inconsistent, and there was no clear visibility into ticket status or agent performance.

Zoho Desk has transformed the way we handle customer support in the following ways:

Centralized Ticket Management:

All customer queries from multiple channels — emails, calls, walk-ins, and social media — now flow into a single platform. Nothing gets missed and every complaint is tracked from start to finish.

Faster Response Times:

With SLA management and automated escalations, we are now able to ensure tickets are responded to and resolved within committed timelines. Breaches are flagged immediately and escalated to the right person automatically.

Better Accountability:

Round robin assignment ensures fair distribution of tickets among agents. Managers can now clearly see who is handling what and how long it is taking to resolve issues.

Process Compliance:

The Blueprint feature enforces structured workflows, ensuring every ticket follows the correct process before being closed. This has significantly reduced errors and improved service quality.

Custom Automations:

Using Deluge scripting and APIs, we have built custom approval workflows, automated task assignments, and integrated Zoho Desk with other internal tools — saving hours of manual work every day.

Overall, Zoho Desk has helped us deliver faster, more consistent, and more accountable customer service. Review collected by and hosted on G2.com.

Occasionally, platform updates cause brief interruptions or minor glitches. While these are usually fixed quickly, they can temporarily disrupt workflow. Some users might find the initial training of AI agents time-consuming as it requires detailed input for best results. Review collected by and hosted on G2.com.

It automates repetitive customer interactions and data management, freeing me to focus on creative strategies and higher-value work, improving overall productivity. Review collected by and hosted on G2.com.

I don't think there's anything that doesn't work well on Pipedrive. Probably the link with the calendar. I remember there was a time I deleted a task on Pipedrive and it also deleted my calendar event. Although I was able to restore it, maybe there could be a warning before doing that. Review collected by and hosted on G2.com.

I find Pipedrive practical, with a clean interface and simple drag-and-drop feature that makes deal management easy and intuitive, saving time. It's less complicated than other CRMs like Salesforce. Review collected by and hosted on G2.com.

One downside of SurveyMonkey is that some advanced features and detailed analytics are only available in the paid plans. In the free version, there are limitations on the number of questions and responses you can view, which can restrict more complex surveys. Additionally, customization options for survey design could be more flexible in certain cases. Review collected by and hosted on G2.com.

SurveyMonkey solves the challenge of efficiently collecting and analyzing feedback from a large group of people. Instead of manually gathering opinions or responses, the platform allows users to quickly create surveys, distribute them to different audiences, and automatically collect responses in one place. This helps save time and ensures that feedback is organized and easy to analyze. For me, it is beneficial because it provides clear insights through reports and visualizations, making it easier to understand trends and make informed decisions based on real data. Review collected by and hosted on G2.com.

There is not a single feature of the platform that I do not value. Its continuous updates consistently enhance efficiency, making the review and analysis of information increasingly streamlined over time. Review collected by and hosted on G2.com.

The platform provides early insight into parents’ pain points. We use this data alongside other key business metrics to build a complete set of business insights and an overall view of what’s happening. The customer’s “voice” can then be used as the foundation for daily or weekly communications with customers. Review collected by and hosted on G2.com.

Sometimes updates or changes made in Close dont reflect immediately, so I have to refresh the page to see the latest activity. This can be a little annoying when I’m in a hurry to check if a reply was sent or a note was saved. Also, I feel the notification alerts could be more reliable, because I still end up checking manually to make sure nothing is missed. Review collected by and hosted on G2.com.

Earlier in my daily work, I used to keep enquiry details in my phone notes or try to remember follow-ups in my head. On busy clinic days, a few things would slip through, and I had to double-check messages again and again. With Close, I can quickly see who contacted me, what we discussed earlier, and what I still need to do next, all on one screen. This reduces back-and-forth and saves time during the day. It also helps me keep a simple history of patient communication, so when someone messages again after a few days, I don’t start from zero. At last, it makes handling enquiries feel less messy and more controlled. It gives me a clearer view of pending work without adding extra steps. Review collected by and hosted on G2.com.

The initial setup requires some time, especially for teams that are new to CRM tools Review collected by and hosted on G2.com.

Before using CRMOne, we relied heavily on spreadsheets and disconnected tools, which led to duplicate data, missed follow-ups, and limited visibility into our sales pipeline. Review collected by and hosted on G2.com.