Experiencia del Cliente 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.

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.

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. Reseña recopilada por y alojada en G2.com.

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. Reseña recopilada por y alojada en G2.com.

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. Reseña recopilada por y alojada en G2.com.

It's the solution we needed since we were missing a CRM tool that could maximize our Sales Department potential. Reseña recopilada por y alojada en G2.com.

Staircase AI is a new and beautiful feature we use in our application, but it lacks documentation. If that fixes, we will have more opportunities to learn and use it as CS. Reseña recopilada por y alojada en G2.com.

Gainsight Customer Success solves our problems on time and shares the right documentation. Right now, we’re facing an issue with Staircase AI data flow related to Zoom call meeting summaries, along with “API limit exceeded” errors.

The team is working through it by explaining what’s happening and fixing where the data is getting stuck in the flow from Chrous to Staircase to Gainsight. Their guidance is helping us understand this flow more clearly and in greater detail. Reseña recopilada por y alojada en G2.com.

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. Reseña recopilada por y alojada en G2.com.

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. Reseña recopilada por y alojada en G2.com.

Because Insider One offers so many capabilities across AB testing, personalization, and the general journey, the platform can feel a bit overwhelming. At the beginning of our relationship, we noticed there was a learning process to fully understand all the advanced options, but with Insider's ongoing enablement and customer success support our teams have become very comfortable operating it day to day. Reseña recopilada por y alojada en G2.com.

We definitely recommend Insider as one of the top platforms to help you drive your marketing metrics and create some of the most dynamic and individualized customer experiences on digital channels. Reseña recopilada por y alojada en G2.com.

Insider One helps Vietnam Airlines shift from sporadic UX changes to a conituous experimentation mindset, where every critical step in the booking flow is tested and optimized. Thoughout our 8 years partnership, structured A/B tests on elements like flight search modules, location-based departures and ancillary offers have delivered double-digit uplift in flight searches and ancillary take-rate, driving incremental revenue without increasing acquisition costs. The platform also lets us better understand traveler behavior across segments, so we can personalize offers by rout, location and engagement, improving both conversion and customer experience. Reseña recopilada por y alojada en G2.com.

Configurarlo puede ser un desafío para algunos usuarios, y para ser honesto, el panel de informes podría ser más fácil de leer - no es muy claro en este momento. Reseña recopilada por y alojada en G2.com.

Solíamos perder mucho tiempo actualizando manualmente el contenido en todas nuestras plataformas. Pero desde que comenzamos a usar Substrata.me, ha sido un cambio radical: la mayor parte de ese proceso ahora está automatizado, lo que ha reducido seriamente nuestra carga de trabajo y ha asegurado que todo sea consistente. Honestamente, ha sido un gran alivio, y ahora podemos concentrarnos en las cosas divertidas, como la estrategia y el desarrollo creativo. Creo que eso ha marcado una verdadera diferencia en cómo impactamos en las campañas de nuestros clientes, y estamos viendo algunos resultados excelentes. Reseña recopilada por y alojada en G2.com.

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. Reseña recopilada por y alojada en G2.com.

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. Reseña recopilada por y alojada en G2.com.

Nada. Todo lo que puedo decir es que Scorebuddy hace las cosas por nosotros. Nos ayuda a resumir todo y alcanzar los objetivos. Reseña recopilada por y alojada en G2.com.

Creo que es la forma de resolver problemas relacionados con nuestro trabajo como soporte al cliente. Nos ayuda a lograr llamadas de calidad y un rendimiento de calidad. Esto también nos ayuda a mejorar nuestros procesos de aseguramiento de calidad, mejorar el rendimiento de los agentes y, en última instancia, aumentar la satisfacción del cliente. Reseña recopilada por y alojada en G2.com.

What I dislike most about HubSpot is how quickly the pricing scales once your contact list and automation needs grow. A lot of the advanced reporting, workflows, and customization features are locked behind higher tiers, which can feel limiting for growing teams. The platform is also very ecosystem-driven, so once your sales and marketing operations are deeply integrated into HubSpot, switching becomes difficult. Some users also find the workflows slightly clunky for complex automations, and the learning curve can be steep when setting up detailed reporting or lead management systems. Reseña recopilada por y alojada en G2.com.

HubSpot Sales Hub solves the problem of scattered lead management and poor sales-marketing coordination. It helps me track leads, automate follow-ups, and see which campaigns are actually driving conversions. As a marketer, this saves time, improves lead nurturing, and gives better visibility into campaign performance and 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 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. Reseña recopilada por y alojada en G2.com.

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. Reseña recopilada por y alojada en G2.com.

We haven't explored features like custom calendars or AI responses because we want to keep things personalized for each customer's needs. Reseña recopilada por y alojada en G2.com.

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. 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.

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. Reseña recopilada por y alojada en G2.com.

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. 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.

El problema principal fue la brecha entre lo que se presentó durante el proceso de ventas y cómo la plataforma realmente funciona en la práctica.

La integración con GoHighLevel era un requisito clave para nosotros y se describió como viable a través de Zapier, sin embargo, en realidad esto se limitaba a un disparador básico y no soportaba un flujo de trabajo utilizable.

Además, la ejecución de campañas no se alineaba con el comportamiento configurado. Las campañas configuradas para ejecutarse a volúmenes y frecuencias específicas estaban significativamente restringidas en la práctica. Por ejemplo, las campañas de correo electrónico configuradas para ejecutarse continuamente producían solo una fracción del resultado esperado, y el alcance en LinkedIn configurado para actividad diaria se reducía a niveles mínimos de ejecución.

Esto hacía muy difícil generar resultados a escala, independientemente de la configuración.

También experimentamos un problema relacionado con la comunicación de cuentas y facturación que se compartía entre clientes, lo que generó preocupaciones sobre la separación de cuentas y los controles internos. Reseña recopilada por y alojada en G2.com.

La plataforma tiene como objetivo resolver la generación de leads salientes a través de la automatización en múltiples canales. En teoría, debería reducir el esfuerzo manual y permitir que las campañas se ejecuten a gran escala.

Sin embargo, en nuestra experiencia, las limitaciones en la ejecución y la integración impidieron que ofreciera esos beneficios de manera práctica. Reseña recopilada por y alojada en G2.com.

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. Reseña recopilada por y alojada en G2.com.

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. Reseña recopilada por y alojada en G2.com.

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! Reseña recopilada por y alojada en G2.com.

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. Reseña recopilada por y alojada en G2.com.