CM
Clinton M.
Enterprise (> 1000 emp.)
"A Modern Tool for Engaging Customers Online"
5/5
What do you like best about SpiceCSM Engagement Suite?

I like the effective features of SpiceCSM Engagement Suite.

SpiceCSM Engagement Suite has been a reliable customer engagement tool.

The ease of use of SpiceCSM Engagement Suite is impressive.

It is easy to customize the features of SpiceCSM Engagement Suite.

SpiceCSM Engagement Suite is brilliant and reliable to use. Review collected by and hosted on G2.com.

What do you dislike about SpiceCSM Engagement Suite?

I am impressed by the ease of use of SpiceCSM Engagement Suite.

SpiceCSM Engagement Suite has been a sensational platform.

Using SpiceCSM Engagement Suite is very easy.

SpiceCSM Engagement Suite does not have any flaws.

When using SpiceCSM Engagement Suite, there are no challenges experienced. Review collected by and hosted on G2.com.

PS
Penny S.
Manager Resolution Center
Enterprise (> 1000 emp.)
"This has been a great tool for our customer service as well as the managment tools we've developed"
5/5
What do you like best about SpiceCSM Engagement Suite?

The ability to ingest some data and combine with our ticketing within customer service to provide us with some point/click management tools that were very manual and not as robust in the past. Review collected by and hosted on G2.com.

What do you dislike about SpiceCSM Engagement Suite?

There are some limitations on what we as the customer can easily do to manipulate a report within the database. It does however allow us the ability to export to manipulate. Review collected by and hosted on G2.com.

RT
Ronald T.
CSR Manager
Small-Business (50 or fewer emp.)
"SpiceCSM is a good ticketing software."
4/5
What do you like best about SpiceCSM Engagement Suite?

I like that we can add databases to the system for customer accounts. We also have access to modify processes as needed. Review collected by and hosted on G2.com.

What do you dislike about SpiceCSM Engagement Suite?

There is not much that I truly dislike. Although it could be made easier to add additional users to the system. Review collected by and hosted on G2.com.

James H.
JH
James H.
Assistant Call Center Director
Mid-Market (51-1000 emp.)
"Great Product, Great Service"
4.5/5
What do you like best about SpiceCSM Engagement Suite?

The product is extremely adaptive and customizable and the customer service is excellent. Review collected by and hosted on G2.com.

What do you dislike about SpiceCSM Engagement Suite?

I wish there were more simplified business intelligence features, but I heard this is coming sometime in the future. Review collected by and hosted on G2.com.

Response from Chris Giardina of SpiceCSM Engagement Suite
Edit edit

James, we appreciate your feedback!

The SpiceCSM team is always hard at work adding new features, many of which are based directly upon requests from our clients. Please feel free to follow up with your SpiceCSM Account Manager for more information about the roadmap and what features to expect to see in future releases of SpiceCSM.

Katie W.
KW
Katie W.
Verification Manager
Small-Business (50 or fewer emp.)
"This has revolutionized our turn around time on our work!"
4/5
What do you like best about SpiceCSM Engagement Suite?

The smoothness of the process and easy changes that can be made to adapt it to our needs. Review collected by and hosted on G2.com.

What do you dislike about SpiceCSM Engagement Suite?

The learning curve or time the process editor can take. Review collected by and hosted on G2.com.

Response from Chris Giardina of SpiceCSM Engagement Suite
Edit edit

Katie,

Thank you for providing your feedback!

We understand there is a lot of functionality in the SpiceCSM Process Editor and I am happy to report that we are in the process of reviewing, updating, and enhancing our current documentation for the SpiceCSM platform functions including the process editor. Our goal is also to make this information more readily available for clients to access as needed.

Verified User in Defense & Space
UD
Verified User in Defense & Space
Mid-Market (51-1000 emp.)
"Good platform just needs a few tweaks"
4.5/5
What do you like best about SpiceCSM Engagement Suite?

So it's best attribute is the detailed variance is topics to gauge for engagement. The UI is good too and users like the format. Review collected by and hosted on G2.com.

What do you dislike about SpiceCSM Engagement Suite?

There are a number of options that aren't as customizable as they are on other platforms and reporting isn't as robust as it could be. Review collected by and hosted on G2.com.

Verified User in Information Services
AI
Verified User in Information Services
Mid-Market (51-1000 emp.)
"Great Customization Oppurtunities for clients"
4.5/5
What do you like best about SpiceCSM Engagement Suite?

I really like the ability to create a unique end user experience by being able to have many different account configuration options. The tools that we have at our disposal help to set us apart from the competition. We are also able to make the system very intelligent which makes training new employees much faster to get them up to production standards. Review collected by and hosted on G2.com.

What do you dislike about SpiceCSM Engagement Suite?

There are some things that it would be nice if the customer could control that we don't have access to. Review collected by and hosted on G2.com.

Response from Chris Giardina of SpiceCSM Engagement Suite
Edit edit

Thank you for providing your feedback!

At SpiceCSM part of our vision is to empower the customer by making simple, complex, and highly technical functionality accessible at the customer level. Please do not hesitate to reach out to your SpiceCSM Account Manager to discuss the specific items you could not access and we would be happy to work with you on providing more control into those aspects.

Verified User in Accounting
UA
Verified User in Accounting
Mid-Market (51-1000 emp.)
"Good program"
4/5
What do you like best about SpiceCSM Engagement Suite?

Good for companies to use for help desk stuff. good way to answer questions from consumers and be able to provide any or all help to those in need Review collected by and hosted on G2.com.

What do you dislike about SpiceCSM Engagement Suite?

There isn't anything to dislike it's a good one Review collected by and hosted on G2.com.

Thomas S.
TS
Thomas S.
Senior Product Analyst
Small-Business (50 or fewer emp.)
"Best product "
5/5
What do you like best about SpiceCSM Engagement Suite?

Best product for analyzing solution for business Review collected by and hosted on G2.com.

What do you dislike about SpiceCSM Engagement Suite?

Absolutely love all aspects of

This product Review collected by and hosted on G2.com.

Verified User in Staffing and Recruiting
AS
Verified User in Staffing and Recruiting
Mid-Market (51-1000 emp.)
"Good product"
4/5
What do you like best about SpiceCSM Engagement Suite?

The JavaScript node in the Editor module is very handy. Review collected by and hosted on G2.com.

What do you dislike about SpiceCSM Engagement Suite?

The agent view feels outdated. Visuasl can use improvement and user experience. Review collected by and hosted on G2.com.

Response from Chris Giardina of SpiceCSM Engagement Suite
Edit edit

Thank you for your feedback! We agree the Javascript node provides you with a lot of added flexibility and functionality to design powerful process workflows and automations.

We also appreciate your feedback on the visual experience, and while we have been working hard to advance many of the back-end functions you use - I am happy to share that as part of the SpiceCSM Product Roadmap we have an extensive update to the look, feel, and functionality of the front-end interface (GUI) underway. Rest assured it will be as modern as anything in the market today and will provide you with incredible flexibility to self configure. Please feel free to reach out to your SpiceCSM account manager for more info!