ServiceChannel Reviews & Product Details

Service Channel is the #1 portal I recommend to any potential client or partner. I appreciate Service Channels dedication to ensuring that all requests from customers are accepted and documented and if not, Service Channel reaches out to us again to confirm. Having that second step to ensure we are actively and proactively assisting our customers with their needs, often security and loss prevention emergencies, provides peace of mind to both us as the provider as well as the client to ensure their request is being handled and documented in live time. Review collected by and hosted on G2.com.

Not necessarily a service channel issue per say but often our clients will leave notes in the portal but do not flag as action required when doing so. No email notification comes to us to let us know that a note has been added whether or not an email was flagged. We often do not even see the note since there was no notification and it sits far too long before being addressed. If there was a way to ensure all notes added by customers are at least flagged to us with or without that action required selection, that would be beneficial to us ensuring the utmost client support. Review collected by and hosted on G2.com.

I have been using Service Channel for over 11 years and have had great success with it. It allows me to easily communicate with our clients, upload quotes, get approvals and upload photos. Our technicians are also able to easily check in and out of jobs using the IVR system which allows us and the client to track the progress and completion of the job. The IVR system is easy to use with clear instructions. Review collected by and hosted on G2.com.

There are times when clients do not reply to our messages right away. Communication and getting responses is at times challenging. Review collected by and hosted on G2.com.

Service Channel is very user friendly. It is easy to find information on a job and provide information like status, photos, ETAs. It is simple to access what you need. Review collected by and hosted on G2.com.

Sometimes communication is a challenge if a client lists all of their contacts in the dropdown. It can be a challenge to determine the proper person to tag on a message. Review collected by and hosted on G2.com.

I really like the automation in ServiceChannel. It allows our clients to program the time frame they want us to come for maintenance, whether quarterly or semiannually, and the dispatches will automatically happen on the first of the month. It makes the whole process so much easier because we don't have to request new invoices or tickets every time; it just happens automatically. This automation definitely enhances efficiency for us because the service requests generate on their own. It streamlines everything from receiving the dispatch, working through it, completing it, invoicing, and finally receiving the payment. I also found the initial setup pretty easy, similar to setting up any other account. Review collected by and hosted on G2.com.

Some of the problem descriptions within ServiceChannel aren't elaborate enough. It can be hard to clock out when we're on our job site, which might be due to cellular signals, not necessarily a ServiceChannel issue. Review collected by and hosted on G2.com.

I really appreciate how user-friendly the ServiceChannel platform is, making it easy for our team and clients to trust and use. Their customer support is awesome, always very helpful and quick to resolve any issues we have with our portal. Setting up ServiceChannel was very easy for us, and I would definitely recommend it to others. Overall, I am really satisfied with how ServiceChannel works for us and our clients. Review collected by and hosted on G2.com.

Honestly, I can’t think of anything we dislike about Service Channel Portal at the moment. We haven’t had any issues so far. Review collected by and hosted on G2.com.

Service channel provides ways to easily communicate with customers. They also provide customized settings so you can easily organize/ gain access to work orders you only want to see. Narrowing down your filters will allow to quick and easy work flow. Review collected by and hosted on G2.com.

Rarely it will move a bit slow. For example when inputting a note it will spin for a minute but then eventually work. Some days the whole system is down but I can count on one hand how many times that has happened for an extended period of time in the 3 years I have been using it. Review collected by and hosted on G2.com.

I really like that ServiceChannel provides one unified portal where both the customer and my team can access the same information. Each of us may have our own portals, but ServiceChannel integrates them into one platform, making communication straightforward and creating a paper trail for reference. This centralized setup reduces confusion and accountability issues throughout the service process. It's also an easy place for customers to chime in with questions or concerns, and for us to keep them updated on ongoing issues. Additionally, I find ServiceChannel extremely simple to use compared to other portals, making it my top choice. Review collected by and hosted on G2.com.

There's occasional delays like when you update a post or when attachments are loaded. Also, when reporting, it's harder to find reports to be able to generate. For instance, for a quarterly business review, if we could streamline some of those. Additionally, there are some reports that the customer has that they've asked us to give them a review on, like customer surveys. We don't have access to them and have to get with the customer to tell us what that information is so that we can review it with them. Seems kind of odd, but that's what happens. Review collected by and hosted on G2.com.

Easy way to communicate with my clients. Easy to upload supporting documentation to a WO such as a service report or pictures highlighting an oppportunity needing to be addressed. It keeps our team organized and streamlines the WO process from start to finish. Review collected by and hosted on G2.com.

The search functionality can be difficult as we do not reference the WO# regularly in our own dispatch/service system. This means I have to bounce back and forth to reference a WO in SC and a service ticket in our system. Additionally, the options for WO status do not always cover the true state of a given situation so we are forced to use the best "fit" and add additional context in the notes which is cumbersome. Review collected by and hosted on G2.com.

I can see all my work orders and what the statuses are for them. Once you learn how to navigate Service Channel, it goes along quickly. Processes seem to be very automated so we always are able to use it and get paid. Review collected by and hosted on G2.com.

The initial training seemed daunting at first but it was okay. Service Channel has a lot more to offer than we tend to use. Review collected by and hosted on G2.com.

I really appreciate how ServiceChannel saves time through seamless communication with clients. It's very straightforward and easy to navigate, which is especially helpful when assigning orders to technicians. The ease of interacting with work orders for clients is also a highlight. Additionally, setting up ServiceChannel was pretty simple and straightforward. Review collected by and hosted on G2.com.

The one thing that I have a great problem with is clocking in my technicians. Most of the time, the GPS is wrong, and I've been having serious problems with one of my clients where I cannot log in on Android phones. I think it needs an update for Android phones. Review collected by and hosted on G2.com.