I think they do the basic things very well, but above all it's their willingness as partners to help ideate, integrate, and take on ad-hoc requests with customer priorities front and center. For example, any time I've asked for a custom export, their team has always been willing to help provide it and problem-solve alongside us.

Their dashboard is very powerful but surprisingly easy to pick up, and the pace at which they ship improvements is genuinely impressive. One example being their 'AI Insights' feature: a few months ago this did not exist, but it quickly went from prototype to a very workable feature in a short span. I now use it for weekly insights or quantifying specific customer concerns.

Lastly, it's always exciting to see what they're building next and how they continue to empower CX teams and push the space forward! Review collected by and hosted on G2.com.

The main challenge is that because we have other channels living in our traditional helpdesk, our Applied Labs data sits separately, which means getting a fully unified view requires pulling from multiple places. It's less about the product and more about running multiple tools in parallel. That said, their team has been proactive in working with us to find solutions. Review collected by and hosted on G2.com.

Applied labs has elevated our customer experience by enabling fast, personalized, and seamless support across our website, social, and phones. The intuitive AI chat helps customers get answers instantly even in off hours. While advanced reporting allows us to quickly uncover insights and continuously improve. From Day one, the implementation was seamless, thanks to a highly responsive hands-on team, and their ongoing commitment to releasing to new features ensures we're always improving how we serve our customers. Review collected by and hosted on G2.com.

There are still opportunities to strengthen core functionality, including simpler user management. Reporting would also benefit from more transparency in how data is being generated to provide better context. There are also the occasional bugs that impact experience, but the Applied labs team are always on it quickly. Review collected by and hosted on G2.com.