Impel Reviews & Product Details

The idea of the technology is nice. That is it. Their implementation is more than faulty. Review collected by and hosted on G2.com.

I’m a director at a multi-location auto group in the Midwest. Based on our experience, I do not recommend Impel.ai.

Sales engagement: Their AI does respond to leads, but the downstream execution breaks down—sales notifications, internal handoffs, and consistency were persistent issues. For example, leads triggered incorrect team alerts due to default messaging logic that was never properly fixed.

Billing and accountability: After their rep acknowledged “Failure to Launch” on certain services, billing took over five months to address it. We have not paid for five months, and there has been no urgency to resolve the situation.

Support and leadership: After six months of ongoing issues, a VP joined a call and stated the tech “sounds like it’s working—you’re expecting perfection.” I emphasized we just needed follow-through. He offered no solutions, was unprepared, and simply reiterated they would not void our contract.

Results: We sell 300+ vehicles per month with or without Impel and have seen no sales lift. Their “engagement rate” counts a single reply as success, which they reported as 25–30%. We have never had a monthly performance review despite repeated issues.

Stability and consistency: We experienced rep changes, inconsistent communication, and internal teams that admitted shortcomings but did not resolve them, over a 5 month time frame (we've been a customer for 7)

Bottom line: The company appears to be moving too fast and has lost control of execution. After months of unresolved problems, no meaningful improvement, and no measurable impact on sales, I recommend choosing another provider or hiring a better team. We are, as soon as this contract is up. Review collected by and hosted on G2.com.

I like that Impel lets me interact with customers 24/7 and drive consistent traffic for service and sales. Its AI has natural conversations at a high level, and I can't tell whether I'm talking to AI or a real person. When it makes mistakes, the Impel team reviews them quickly and trains the model. The initial setup was not too bad. Review collected by and hosted on G2.com.

Sometimes Impel makes mistakes, but the team reviews them quickly and trains the model. Review collected by and hosted on G2.com.

The "out of the box" service/fixed operations campaigns are the reason we decided to sign with Impel Review collected by and hosted on G2.com.

The onboarding of this product was awful. It took weeks longer than expected and at the end of the day some products were never launched because we were not confident in their ability to support us. Review collected by and hosted on G2.com.

The automatic response is good for clients that submit leads overnight or after hours. Review collected by and hosted on G2.com.

The product is overpriced and does not deliver a Return on Investment for the company. I am locked into a 12 month contract with them which I would exit immediately if I was able. If you sign with them, do not agree to a 12 month contract.

The responses to specific clients are not intelligent and often aggravate them. They often make no sense to the client and the Internet Manager or Salesman involved with the client.

This leads to unnecessary tension created with our customers attached to a large price tag.

The Impel staff has taken feedback on these conversations for months but has not taken any action to make their product better for us.

This lack of support attached to their product has only created further distraction amongst our staff. This product is not appreciated (nor should it be) by our staff or myself.

I have learned a valuable lesson. AI is not a solution in a customer service business. Review collected by and hosted on G2.com.

The convenience and ease of use. Honestly, enter some data, and begin the process. The App is menu-driven and easy to navigate. Uploads are a simple "button-push". Review collected by and hosted on G2.com.

Indoor photos, especially spins, can be underexposed. Review collected by and hosted on G2.com.

Extremely easy to use. The software makes it almost foolproof to complete photographs for the vehicles on the lot. It is also fantastic that all you have to do is hit the upload button, and the rest is completely automated. Review collected by and hosted on G2.com.

Occasionally the camera for the inside of the vehicle shots has to be reset along with the application. Overall this is not anything terrible, but it can be frustrating when you have to reset multiple times with multiple vehicles to photograph. Review collected by and hosted on G2.com.

The ability to shoot 3D interiors and interactive exterior spins. Review collected by and hosted on G2.com.

There are a lot of kinks to be worked out, and our photographers really prefer to use their professional cameras over an iPhone. Review collected by and hosted on G2.com.

I really like the way Pulsar works. I like that you can set up some procedures and functions and the software will answer the customers' questions or direct them to a team member or a location on our website immediately. The software maintains contact with our customers and allows us to diligently follow up with them. Review collected by and hosted on G2.com.

We were missing a couple of features in the beginning, for instance, if we marked the customer lost in our CRM, the software did not pick up on that, but that is fixed now. Review collected by and hosted on G2.com.

Prompt and personalized customer care at every interaction. The product offers a great light-touch approach prior to our sales folks engaging and working with clients. Performance reps are friendly and helpful in gettings things lined up between the businesses. Review collected by and hosted on G2.com.

Backend customization is still in development. Time zone difference can be a bit of a hindrance but they are overwhelmingly available during our business hours for meetings. Review collected by and hosted on G2.com.