Obviously their ability to connect with our customers to drive reviews for our business is where they started and have always excelled. They have brought the power of text messaging with our customers to our business which has been game changing. It makes for quick easy communications on a platform our customers are comfortable with. We have added a chatbot and that has been a great help to streamline customers to the best person to handle their needs and give us insight to be better prepared when connecting with our customers. It also helps us capture customers who might otherwise bounce to the competition if we aren't able to catch them immediately on their first point of contact. Review collected by and hosted on G2.com.

Had some clunky experience with the VoIP phone systems shortly after the stellar onboarding. I don't think their account management staff were properly trained on their products or we had some new reps on our account who didn't have a full grasp of the products they were repping. It got better. Review collected by and hosted on G2.com.

I like how easy it is to navigate, and I appreciate that we’re not missing opportunities because of missed calls. I’ve also gotten a lot of help from our CSM in working out the bugs in the interface, and since then everything has been running smoothly. Review collected by and hosted on G2.com.

It’s a bit expensive, and the AI can struggle at times with accuracy, but many of these issues have been resolved over the last few months. One thing I still wish it had is integration with Sage 300CRE. As it stands, we have to do a lot of the backend data entry ourselves, which is time-consuming. Review collected by and hosted on G2.com.

The most helpful thing about Podium is being able to revisit recorded conversations with customers, which helps us make sure we’re staying true to our standard business practices. If a customer was promised something and a coworker realizes it isn’t part of our normal policy, we can go back, review the call, and still honor what was promised. Review collected by and hosted on G2.com.

I often have to switch between the app and the desktop platform. When I do, I find myself constantly refreshing the browser because it doesn’t consistently update automatically. Review collected by and hosted on G2.com.

Their AI tool is decent. The Podium platform is easy to navigate. Review collected by and hosted on G2.com.

Podium has some of, if not the worst customer service of any company I have worked with. Their sales representatives will lie to you to get you to sign up and then walk back their promises, or never do what they said they would. Their onboarding is sub-par, launching you with a product that hardly functions, and then leaving you to figure it out on your own. Their "training" was so awful that I was better off learning the product myself and teaching our staff. Review collected by and hosted on G2.com.

I really like that Podium allows us to contact our customers without having to use our personal cell phone numbers. It's great that we can text and call customers directly from Podium, making communication a lot easier. The capability to schedule texts or send bulk text messages is also very helpful for our business, especially during busy times. Being able to text customers means they can reply at their convenience if they can't pick up the phone right away, and scheduled messages help us send appointment reminders with ease. Sharing a system where we can all see text and call interactions is valuable too, as it lets us continue conversations smoothly across team members. Plus, setting up Podium was extremely easy, just by logging in with a username and password. Overall, it significantly facilitates our business operations. Review collected by and hosted on G2.com.

Podium drops my calls a lot or doesn't connect, which is frustrating. It would also be better if it defaulted to my open calls or tasks, rather than the closed ones. Searching for people is a bit of a hassle as well, since some customers don't come up even when I've contacted them, and their names don't appear in my open messages search. Review collected by and hosted on G2.com.

As a small business with a small team, we receive messages from several sources, including text, calls, Yelp, website inquiries, and more. Podium has helped us create a more seamless communication process that everyone on the team can see, use, and adjust as needed. The automations and AI have also helped us provide faster, more thorough service to customers, and we no longer have to sort through every channel to track down client info, job status, and other details.

We have run into some challenges training the AI to align with our performance expectations, but we’ve realized there are still some settings and details we don’t fully understand yet. After meeting with the Podium support team, we feel confident we can build a structure that’s more consistent and reliable. Overall, the Podium support team has been incredibly responsive, easy to work with, and knowledgeable about their services. Review collected by and hosted on G2.com.

It’s an expensive service, and it costs a lot for our small business. At times, we find ourselves questioning whether certain parts of the service are worth keeping, especially because we’ve run into frustrations with customers who aren’t accustomed to AI. As a local, family-owned business, we’ve received reactions that aren’t very enthusiastic about the automations we’ve put in place. Many customers get frustrated when they can’t reach a human right away, and that definitely affects how we think about its value for our company. Review collected by and hosted on G2.com.

I like that Podium eliminates the need for me to constantly respond to text and phone calls during and after working hours. I appreciate the AI's ability to respond on my behalf, which is quick and responsive, providing our customers with a real, human-like interaction. The AI's adaptability to our company and its ability to change verbiage based on my suggestions is impressive. The initial setup process was pretty easy, and with the training I received during onboarding, I can manage most tasks independently. Review collected by and hosted on G2.com.

I'd like to see some improvements in integrating features between the app and the desktop. On the app, I can mostly just text and call, but I don't have the admin capabilities that I have on the desktop side. The desktop version allows me to access settings, change voice and text options, and modify what the AI says in text threads. It would be great to have more of these features available in the app as well. Review collected by and hosted on G2.com.

I like that Podium has everything on the main dashboard, and I can easily look back at our phone conversations, even answering the phone from anywhere by linking it to my cell phone. Their AI assistant is super helpful when we can’t get to the phone, responding via text until we can help. The text AI, review link, and technician notifications are all beneficial features, eliminating manual work by automating and tracking processes. I also appreciate Podium's ability to link with Fieldedge to create a unified system, which is cost-efficient and comes with marketing features. Additionally, Podium's customer support is very responsive, quickly addressing any issues I encounter. Review collected by and hosted on G2.com.

There really are not any areas that I dislike on Podium. It's pretty user-friendly. When I first started, there were a couple things I wanted to change like some of the verbiage of AI Assistant, and all it took was a text or a phone call and they had it changed immediately. Their customer support is very quick to respond to any need I have so I can't say I'm unsatisfied with anything at this point. I did hear there was some initial problems with the setup and we were without a phone system for a short period, but they worked hard to resolve it. Sometimes things don't go quite like you want. Review collected by and hosted on G2.com.

I like Podium's shared customer communication inbox and shared calendar, which really help keep things organized. The AI voice and text functionality is pretty cool and adds a lot of value. I appreciate the payment flexibility they offer with options like card reader, tap-to-pay, text to pay, and affordable ACH. Having most of our office functions consolidated into one place is a big plus since we used to rely on multiple software products, and it's nice to have it all together now. The onboarding process, although involved, was well-supported with lots of Zoom calls, and the team kept us engaged without letting us feel forgotten. Their help kept everything moving smoothly, and the customer success managers have been really supportive. Review collected by and hosted on G2.com.

Podium's Voice AI struggles with handling fast talkers or people who interrupt a lot during conversations. It'd be nice if the Preventative Maintenance Voucher could automatically link to the schedule and use the voucher upon visit completion. Currently, we have to manually adjust the voucher count to indicate usage. Seeing a proposal before sending it to a customer is cumbersome. We have to save it, hit the download as PDF button, and a print dialogue box appears, which is too many steps just to preview something. Additionally, this preview process jumbles the proposal options out of sequence. Also, we've experienced frequent turnover with our Customer Success Managers. Although they are usually promoted, leading to new relationship building each time, we wish there was more longevity in these roles to maintain consistency. Review collected by and hosted on G2.com.

I really appreciate the AI text agent and the AI voice agent in Podium, which take the pressure off us by automating responses to customers, meaning we don't have to constantly monitor our inbox. It was a relief, especially since before Podium, responding to customers sometimes took forever because we weren't always available. Also, I find Podium less expensive than other FSMs on the market. It lets us stay on top of things and communicate well with customers. Our implementation manager has been awesome, really receptive to feedback, and always willing to help, making the transition and setup process smoother. Review collected by and hosted on G2.com.

The initial data load with Podium was a bit tricky, and we're still working some things out on that. There were also some issues with data loading and taxes, as well as integration with QuickBooks, which could have been caught sooner. The inventory module and the online scheduling features are areas that could be further built out and enhanced. They're pretty good now, but I'd love to see Podium develop some of the nice-to-have features that others like ServiceTitan offer in the future. Review collected by and hosted on G2.com.