Velaris Reviews & Product Details

Velaris has been an excellent partner for our CS operations. The platform is smart, intuitive, and genuinely easy to use and configure.

The Velaris team is extremely responsive and thoughtful. They quickly grasp our needs and stay proactive about implementing improvements that help drive our adoption of the platform. One thing I especially value is that their team manages the automation setup on our behalf, which lets us stay focused on strategic planning and operational improvements instead of getting pulled too far into technical configuration.

Our onboarding was smooth and efficient. Sahas did a fantastic job leading the implementation and making sure everything was set up correctly from day one. Since then, our CSM, Hassan, has been excellent at helping us continuously optimise how we use the tool and ensuring it keeps evolving with the needs of our CS team as we grow.

The Copilot functionality is particularly impressive. It gives a clear, comprehensive view of account health by bringing together insights from multiple customer touchpoints, making it much faster for our team and leadership to understand what’s happening in each account.

In addition, the Velaris Data team has been very effective in supporting us with customised dashboards that help us track performance and make better, more informed decisions. Review collected by and hosted on G2.com.

Our use case requires that the same contact can be associated with multiple accounts, since the same end users may access different environments of our product. To track usage accurately, we need to analyze user activity separately across these environments, even when it’s the same individual. We addressed this by tracking usage data directly at the account level, which gives us clear visibility into engagement within each environment. However, with this approach, we can’t track usage at the individual user level in our specific use case. Review collected by and hosted on G2.com.

I like that almost all tasks can be done via Velaris and it helps me filter better when searching for a specific organization. I also appreciate the filters and dashboards, as there are many options for setting up a view based on specific filters, which makes it easier to overview tasks and requests. Plus, the initial setup was quite easy and intuitive. Review collected by and hosted on G2.com.

I dislike that there is no possibility to log a call in Velaris, which limits my ability to keep track of phone interactions with contacts. I find it inconvenient that I can't save a note easily; there is no button for saving, and if I miss-click, the note won't be saved. I'm frustrated that I can't pin important notes, as I'd have to scroll through tasks to find them. Lastly, inserting URLs is a hassle because only YouTube links work with copy-paste, while other links require me to use a very hidden button. Review collected by and hosted on G2.com.

I like Velaris because of its complexness. You can do a lot of stuff with it, and it helps make life easier by automating lots of processes. It's also great because you can sync it with Outlook and different programs. I find it valuable that when I send an email from Outlook, all the information is available in Velaris, and all my colleagues can access it. This is really useful for continuity if I'm on vacation or leaving the company. I also like that you can create scenarios and manage email threads easily. Review collected by and hosted on G2.com.

There are some minor things. For example, if I'm writing a note and I don't put a headline there and want to save it, it's not possible to save. And then when I fill the headline, it's still not possible to save it. I have to delete it and do it all over again. So it's these minor things like user experience stuff. Also, some of the automations are not done yet, but I think it's not a problem of Velaris, but it's still part of the integration process with our team and Velaris team. Review collected by and hosted on G2.com.

I love the AI capabilities of Velaris, which really help to leverage a large data set in Salesforce by integrating in a way that allows us to prompt on specific accounts or a variety of accounts to find clarity without manual data analysis. The AI Copilot is fantastic, and the account health feature is also fantastic. Headlines has been a big help for leadership. Review collected by and hosted on G2.com.

Set up time is taking longer than expected. A lot of custom work has to be built. Even though the Velaris team has been outstanding in building what we need, the building takes time. The reality is we won't see full adoption for a year. Initial setup was not easy as my point above stated lol. Review collected by and hosted on G2.com.

I appreciate how Velaris helps our customer success team by keeping all actions and tasks in one place and applying automations. One of the main problems that Velaris solves for us is the health scores; it gives us a better indication of the scores per customer segment. Additionally, I find the people at Velaris very pleasant to work with. They respond quickly, help you with everything, and are incredibly friendly. Review collected by and hosted on G2.com.

Implementing Velaris is quite complicated. Velaris does not yet have all the integrations we need available natively, so we have had to work closely with the Velaris implementation team. This takes some time. Review collected by and hosted on G2.com.

I've spent years working in tools like ChurnZero and others in the CS space. Velaris is built differently, and I mean that in the best way. It doesn't try to replicate what's come before — it rethinks the experience entirely, and the result is something that delivers significantly more value while being far easier to use and customize to your actual business needs.

From day one, the UI just makes sense. My team of CSMs lives in the tool, and the learning curve was minimal. When a platform gets out of the way and lets your team focus on customers rather than fighting the software, that's a win.

The support has been second to none. Every customization request, unique business need, and issue we've surfaced has been met with real responsiveness — not canned responses or endless ticket queues. Coming from platforms where customization meant months of back-and-forth or expensive professional services, this has been a breath of fresh air.

The integrations — particularly with Gong — have made Velaris our central application. Having conversation intelligence surfaced directly in our CS workflows means we're walking into every customer interaction informed.

And then there's the AI Copilot, which deserves its own mention. It goes well beyond drafting emails. It provides a full AI functionality overlay across our entire customer base, helping us surface insights, identify risk, and make proactive decisions at a scale that wasn't possible before. It's shifted how our team operates from reactive to genuinely predictive. Review collected by and hosted on G2.com.

If I'm being constructive, there are moments where event data could be surfaced more intuitively within the platform. That said, the data is all there — it's more of a presentation and discoverability refinement than a gap. It's the kind of feedback I'd expect a maturing platform to address, and given the support we've experienced, I have no doubt it's on their radar and likely already on their roadmap for this year. Review collected by and hosted on G2.com.

What I like about Velaris is creating tasks and how clear they are; I know exactly which organization they belong to. Review collected by and hosted on G2.com.

In recent weeks, Velaris has been very slow, notes are not saved until after two minutes. If no contact is selected, Velaris does not notify you. If I click on tasks, email, or notes, I cannot create an action immediately; I always have to click on "add action" on the right. I don't like the button for adding attachments to emails; it is unnecessarily hidden. Review collected by and hosted on G2.com.

What I like most is that this platform can connect to other tools and gather all the client information comprehensively in one place. This saves a lot of time. Review collected by and hosted on G2.com.

it takes quite a long time to load sometimes

it has shortcomings, especially regarding pop-up windows when sending emails, comments in organizations Review collected by and hosted on G2.com.

Their team has been incredibly responsive and flexible as part of implementation. Outside of creating efficiency with onboarding, outreach, health score indicators, and metric reporting, their support/implementation team has been the biggest contributor to us getting up and running Review collected by and hosted on G2.com.

We’re based in the US, sometimes their hours can be a bit tough when we need quick turnaround Review collected by and hosted on G2.com.

AI capabilities and integrations. They also have great partnerships and take feature requests promptly. Review collected by and hosted on G2.com.

Platform has limitations. For instance, you can't do scenarios off of salesforce custom objects. They do a great job of taking feature requests and delivering functionality in a timely manner. Review collected by and hosted on G2.com.