I really appreciate the flexibility in how we can configure the dialer settings: things like the queues, the number of attempts, call resolutions, etc.. It also makes the process straightforward and easy for the agents to use, because they don’t have to stop and think about who to call next; the system makes that decision for them. Review collected by and hosted on G2.com.

The only thing that we don't really like about Vanillasoft is the reporting. That part needs to be improved. We definitely, at the end of each quarter, face some issues and need to export data to Excel in order for us to be able to manipulate it how we want. Review collected by and hosted on G2.com.

VanillaSoft has been a great tool for our Engagement Centers to use, thanks to its ability to segment and filter in real time. Being able to manage contacts ourselves has made us faster and more efficient when we’re asked to run special campaigns, and it also helps us react quickly to events happening in the world, ensuring we’re contacting the best people possible. Review collected by and hosted on G2.com.

Some of my main pain points with VanillaSoft are the lack of AI compared to other systems in the industry. Our partners are consistently asking about AI and how it can help, and within our scope of work in Engagement Centers, it feels like AI is still a long way off compared to competitors.

We’ve also had a lot of recent issues with the VoIP system, which has led to significant downtime and a loss in revenue. Lastly, over the past year, customer support has been slower to reply or assist. When I first became a VS user, support was one of the best things about VanillaSoft, so it’s been really disappointing to see that decline over the past year. Review collected by and hosted on G2.com.

I use VanillaSoft as our CRM at work, and as a developer, I appreciate that it has an API which makes it easy to integrate with our app. I like its straightforward UI, which helps us route leads, manage contact history, and handle text and email efficiently. The ability to integrate other apps by syncing data to and from VanillaSoft is also very valuable, as it serves as the source of truth for our leads. Review collected by and hosted on G2.com.

The query builder and routing interfaces being UI only is very awkward. I want to be able to type in an expression like you can do in JIRA. For filtering and sorting of the queue, the same goes for the Contact Management query builder interface. There's no advanced version where you can just type in expressions. Review collected by and hosted on G2.com.

I like how quickly VanillaSoft helps me sift through more than a hundred people that I need to make calls to. It's just really convenient to punch a call button, do the result coding, and send an email. It's quicker than having to manually punch in numbers and look up the records in another CRM because everything is available on the user interface. The features are helpful because when I'm speaking with a prospect or donor, I can quickly see where they made their last gift and how much it was. It helps me think quickly on my feet and ask for a larger amount. It also helps me see buyer information like what they're interested in and their history with the organization. Additionally, it allows me to see when they were last contacted and the comments made on their last contact, which really helps me do my work efficiently. Review collected by and hosted on G2.com.

Integrating the reports with the CRM that I use, that would be great. Because right now, the reports just come separate and then have to manually enter them into the CRM. Review collected by and hosted on G2.com.

I've been using Vanilla Soft for over 3 years every day and have had consistently positive experiences. The platform is incredibly user-friendly with intuitive navigation that makes daily operations smooth and efficient.

What truly sets Vanilla Soft apart is their exceptional customer support. Whenever I've encountered an issue, their team has been readily available and responsive. I've never gone days waiting for a solution - they address problems quickly and effectively, which is crucial for maintaining productivity in my work.

The ease of use combined with reliable, accessible support makes this dialer an excellent choice for anyone looking for a dependable calling solution. After 3+ years, I can confidently recommend Vanilla Soft based on their consistent performance and outstanding customer service.

Rating: 5/5 stars Review collected by and hosted on G2.com.

waiting on support to resolve issues in a timely manner Review collected by and hosted on G2.com.

VanillaSoft is a user-friendly CRM designed with simplicity in mind. Its buttons and features are self-explanatory, eliminating unnecessary complexity. It’s easy to navigate, beginner-friendly, and allows users to get started quickly without a steep learning curve. Review collected by and hosted on G2.com.

In my case, I’m not entirely sure if the issue is related to our facility’s internet connection, but I occasionally experience some latency when disposing of calls or saving updates while editing lead information. However, this happens less frequently, and it could possibly be due to our network connection rather than the CRM itself. Review collected by and hosted on G2.com.

I really enjoy working with their onboarding team. They have been there with us every step of the way to help us understand the tool and work to make sure we are using it in the best way possible. The reporting features are also nice, but we definitely could find better ways to use them. I also like the student facing side of the product. It is very easy for them to interface with. Review collected by and hosted on G2.com.

Much of what VanillaSoft was built to do doesn't fully match with how we intend to use it. Our use case is a bit of a unicorn example, but it means some of the features don't work well with what we need them to do. Additionally, the integration of the product to our CRM has been a bit more cumbersome than we were initially led to believe it would be. Review collected by and hosted on G2.com.

I have only been using VS for a month. It seems easy enough to use but so far, the adaptation of my company's proprietary CRM does not as yet approach the ease of use and functionality of the old CRM. Perhaps this will get better over time. Review collected by and hosted on G2.com.

The initial training used the standard training guide and quizzes supplied by VS. This training method was ineffective and inefficient because it required tons of reading and quiz taking without actually using the app. Using common interactive video training on the actual implementation is far superior. Review collected by and hosted on G2.com.

Customer Success is extremely supportive and responsive whenever I run into issues, and they’re quick to help resolve them. Review collected by and hosted on G2.com.

Have experienced frequent platform bugs and glitches, often take a significant amount of time to get resolved. Over the last year or so, it also seems like a lot of the Support staff has been replaced, and the current team hasn’t been as helpful as the previous one. Since the switch to the Cloudli telephony carrier earlier this year, we’ve had to change our workflows quite a bit, and we’ve also lost much of our autonomy when using the platform. I also wish the database could be more searchable/exportable across all projects. Review collected by and hosted on G2.com.

I use VanillaSoft for work and find it to be an easy-to-use and reliable platform. It helps streamline our workflow effectively, allowing us to keep track of each customer and contact them directly from the same platform. This also helps in maintaining information for internal purposes while keeping track of daily tasks and time. The platform is an all-in-one solution which is valuable for improving efficiency and staying organized for each project and campaign we offer. Customer care is amazing, always responding promptly to any issue, like the phone connection issue we had which they fixed quickly. The initial setup was easy and our IT department found it helpful. Review collected by and hosted on G2.com.

The only issue we had was a VanillaSoft phone connection and showing agents unavailable but it was fixed promptly after contacting customer care. Review collected by and hosted on G2.com.