Experiência do Cliente Software

The inbox filters and tagging are buried in submenus so new hires take 3 weeks to learn it, which slows our response time on busy days. Instagram Stories and Reels still need mobile push to publish, so late night posts fail if no one taps approve. Large 12 month reports take 60 to 90 seconds and sometimes time out, making client calls awkward when I can’t pull numbers live. At $249 per user plus paid add ons for Listening and Analytics, costs rise fast and it’s hard to justify for small teams. Live chat is quick in US hours but 9pm IST tickets wait till morning, which delays fixes for publishing bugs. AI captions repeat phrases and miss brand tone, and sentiment tags flag sarcasm as negative, so I still spend 10 mins editing each post. Guided setup, true IG auto publishing, cached reports, cheaper inbox only seats, 24/5 support, and brand voice training would fix most of this. Análise coletada por e hospedada no G2.com.

Sprout Social solves our biggest mess of juggling 6 channels by putting all DMs, comments, and mentions in one Smart Inbox, so we clear queries in 20 mins instead of 2 hours and never miss SLAs. The drag and drop calendar lets me schedule 30 posts every Monday and move them fast when news breaks, saving 4 hours weekly. Canva and Google Drive integrations remove download and upload steps, while Slack alerts flag urgent messages and Salesforce sync turns social complaints into cases, cutting response time from 8 hours to 45 mins. Reliable posting with instant failure alerts means campaigns go live on time, and PDF reports are client ready so I skip 3 hours of Sunday PowerPoint work. Onboarding gave us a working tag structure in 1 hour and live chat fixes issues in 5 mins. AI suggests captions and alt text which cuts writing time 30 percent, and Optimal Send Times lifted LinkedIn clicks 18 percent. Sentiment flags in the inbox catch angry comments early, so we avoided a PR issue last quarter. Tagging and competitor reports proved LinkedIn carousels drive 3x more leads, so we shifted strategy and grew social revenue 40 percent in 6 months. For us, it replaced 3 tools, saved 10 hours per week, and gave clear ROI data to the team. Análise coletada por e hospedada no G2.com.

There are a lot of tools inside Birdeye, so it took me some time to figure out where everything lives. Some of the reporting and settings can feel a little buried at first. Once you get used to the layout, it’s much easier, but onboarding and setup definitely matter. Análise coletada por e hospedada no G2.com.

Birdeye helps me manage reviews and customer feedback across all our locations without having to log into a bunch of different platforms. The dashboard is easy enough for daily use, and I can quickly see which locations need attention, respond to reviews, and track trends.

The integrations also help because review requests and customer info flow through more smoothly instead of me having to do everything manually. Performance has been solid for the most part, and the AI response suggestions save me time when I’m handling a lot of reviews at once.

From an ROI standpoint, it saves time and gives us better visibility into what customers are saying. Support and onboarding have also been helpful when getting things set up or figuring out how to use certain features better. Overall, it helps us stay organized, respond faster, and manage our reputation more consistently. Análise coletada por e hospedada no G2.com.

Constantly having to login through SSO is instantly and repeatedly annoying. Fathom is the only one that requires us to log in as much as it does. Every time another app asks for a fresh login, we have had to log in to Fathom 20x or more. Análise coletada por e hospedada no G2.com.

I use Fathom as a source of truth for meetings, eliminating inefficiencies and providing a simple way to verify details without relying on human memory. Análise coletada por e hospedada no G2.com.

The pricing structure is frustrating. Costs rise quickly as you start adding more contacts which honestly feels like a tax on success, and its specially frustrating to have basic features that could be expected in the lower/basic pricing tiers up in the higher pricing tiers. I also found the landing page builder to be too simple, lacking in customization features. Análise coletada por e hospedada no G2.com.

It's the solution we needed since we were missing a CRM tool that could maximize our Sales Department potential. Análise coletada por e hospedada no G2.com.

I like the out of the box features, but I wish there was more opportunity to customize them. The release of group send is amazing, but limiting to 5 filters to allow other users to access the tool is restrictive, and makes it more likely for users to email the wrong group of customers. Spaces also has the potential to be a powerful tool, but it doesn't allow for collaboration between our internal teams - we have no way to grant access to anyone with a viewer analytics license. Those little things would go a long way to adoption and stickiness of the tool with our team because we wouldn't have to continue to rely on tools outside of Gainsight. It makes my job harder as an admin when I keep having to say a tool doesn't work for our use case. Análise coletada por e hospedada no G2.com.

One problem Gainsight CS is helping us solve is having all relevant customer data in one location. Previously our team had to use up to 5 different pieces of software to gain the same insight they can in Gainsight. Another problem is the ability to scale our long tail customers, while still providing them with quality interactions. We have been able to use Gainsight to create quality engagements, sent to the right person at the right time, so we can scale our first class customer success to our smaller tier customers. Gainsight CS has also enabled us to identify and act on risk consistently using multiple data sources and actionable playbooks tailored to each specific type of risk. Gainsight is allowing us to provide our sales, professional learning, and CSM teams access to the same insights and have a common place to refer to for usage data, customer health, and insights. Análise coletada por e hospedada no G2.com.

With so many products, channels, and configured relations, the platform requires a meaningful learning investment before your team is operating at full capacity. The initial setup, although manageable with the onboarding team's help, involved a significant learning curve around the platform's full range of capabilities, not the technical setup itself. Análise coletada por e hospedada no G2.com.

Insider One unifies fragmented data, enhancing automation and enabling personalized customer engagement in real-time by consolidating data across mobile apps, CRM, and transaction databases. It supports dynamic audience segmentation and automates customer journeys to boost engagement and reduce churn. Análise coletada por e hospedada no G2.com.

In my view, SurveyMonkey’s biggest drawback is the set of limitations that come with its free version. For example, you’re restricted to collecting only 25 responses per form. Although the core tools needed to create a form are available at no cost, more advanced capabilities—such as detailed analytics—aren’t included and require a purchase. Análise coletada por e hospedada no G2.com.

SurveyMonkey primarily addresses a common challenge: people often have to make decisions—or, at times, simply take guesses—without having complete information. In many situations, gathering feedback is difficult. Whether in college or in a company setting, when we are developing a product, getting enough responses can be a real struggle. For instance, we were recently working on a research paper and needed responses from people. Similarly, while developing a doctor-consultation application, we again required user feedback. Análise coletada por e hospedada no G2.com.

A geração de relatórios automatizada e a visualização de dados são revolucionárias - realmente simplificaram meu processo de acompanhamento de desempenho e identificação de tendências. Honestamente, isso fez uma grande diferença na forma como trabalho, economizando muito tempo e esforço. Agora, posso rapidamente ter uma noção do que está funcionando e do que não está, o que é incrivelmente valioso. Análise coletada por e hospedada no G2.com.

Começar foi um pouco complicado e, para ser honesto, acho que a integração com a minha plataforma Atacarnet poderia ter sido mais suave - não pareceu muito fluida, o que foi um pouco decepcionante. Análise coletada por e hospedada no G2.com.

Agentforce Sales is not intuitive to use in any way. It takes a long time for our new staff to understand how it works if they've never used it before. And, the integration language that they use is confusing. And their knowledge base surrounding it is incomplete. Salesforce takes a long time to set up, and even when it's fully set up, there's still a lot of customization that needs to be done in order to make it even somewhat user-friendly. We basically use Salesforce because it is the best of the bad CRM software universe Análise coletada por e hospedada no G2.com.

Agentforce Sales gives us a central place to store all of our customer information, including subscription data and payments, and integrates with tools like Pendo and ChurnZero to provide an accurate picture of customer usage. Análise coletada por e hospedada no G2.com.

Nada. Tudo o que posso dizer é que o scorebuddy faz as coisas por nós. Ele nos ajuda a resumir tudo e a alcançar os objetivos. Análise coletada por e hospedada no G2.com.

Acho que é a maneira de resolver problemas relacionados ao nosso trabalho como suporte ao cliente. Isso nos ajuda a alcançar chamadas de qualidade e desempenho de qualidade. Isso também nos ajuda a aprimorar nossos processos de garantia de qualidade, melhorar o desempenho dos agentes e, em última análise, aumentar a satisfação do cliente. Análise coletada por e hospedada no G2.com.

At times, I find that HubSpot Sales Hub could offer more flexibility to fully adapt to some specific workflow needs. That said, the team has been very open to feedback, and I appreciate their willingness to communicate and suggest alternative solutions when limitations come up. Análise coletada por e hospedada no G2.com.

HubSpot Sales Hub helps streamline and standardise our workflows, which has a direct impact on efficiency across the team. It is very easy to set up and share workflows, so everyone is aligned on processes and expectations. This is especially valuable for onboarding, as new hires can quickly get up to speed and start contributing almost from day one without a steep learning curve. Análise coletada por e hospedada no G2.com.

I don’t like Agentforce Service because sometimes it is a little hard to learn at first. There are many buttons and options, so it can feel confusing. It also needs good internet to work properly. Sometimes it can be slow, which makes work harder. It feels like a tricky puzzle sometimes but everything else is fine. Análise coletada por e hospedada no G2.com.

Agentforce Service helps solve problems like not finding customer information and taking too long to answer questions. It keeps everything in one place and helps give quick replies and saves time. Análise coletada por e hospedada no G2.com.

We haven't explored features like custom calendars or AI responses because we want to keep things personalized for each customer's needs. Análise coletada por e hospedada no G2.com.

Pipedrive helps us sort customers, determine their needs, and track their sales journey. It categorizes customers by price, product, and location, aiding in scheduling services and follow-ups. It allows us to store customer information and sort categories, which is crucial for tracking and future interactions. Análise coletada por e hospedada no G2.com.

One downside of Gong is that it can feel a bit overwhelming at times. With so many insights, metrics, and notifications, it’s not always clear what to focus on first. The signal is there, but you have to work a bit to separate it from the noise. Análise coletada por e hospedada no G2.com.

Gong solves the challenge of capturing and making sense of customer conversations at scale. Instead of relying on memory or manual notes, it automatically records, transcribes, and surfaces key insights from calls.

For me, that means I can stay fully present during conversations, then go back to review important moments, track commitments, and follow up more effectively. It also makes it easier to share context with teammates, align internally, and continuously improve how I communicate with customers. Overall, it helps me be more organized, data-driven, and consistent in how I manage relationships. Análise coletada por e hospedada no G2.com.

The initial setup and onboarding can feel overwhelming, especially for smaller teams. The interface can also be a bit cluttered at times, making certain settings harder to find. Some features require more configuration than expected before they work smoothly, but once set up, the system performs well overall. Análise coletada por e hospedada no G2.com.

We switched from Syncro because we needed a more flexible and cost-effective ticketing system. Zoho Desk has helped us better organize customer requests and centralize communication in one place. Compared to our previous system, we now have more control over workflows, ticket tracking, and automation, which has improved our response times and reduced the chances of tickets being missed. It also provides a lot more value for the cost, without paying for features we don’t need as a small business. Overall, it’s made our support process more structured and efficient. Análise coletada por e hospedada no G2.com.

The main challenge we’ve faced hasn’t been with the platform itself, but with getting our stores into the habit of consistently closing the loop. It took time for teams to understand the process, build it into their routines, and feel confident navigating the system. Early on, that created some frustration simply because it was a new workflow and required a shift in behaviour at store level. It continues t be a challenge with some of our stores.

If anything, the notifications stores receive could be more urgent and clearer so that the loop gets closed in time. When stores are busy, messages that don’t stand out can easily be missed, which slows down the process. Stronger, more attention‑grabbing alerts would help reinforce the importance of responding quickly.

That said, it has been getting noticeably easier as our teams become more familiar with the platform. The support we’ve received from Resonate — particularly around onboarding stores, reinforcing best practices, and helping us streamline the process — has been excellent. With their guidance, what started as a learning curve is now becoming part of our normal rhythm, and stores are far more comfortable closing the loop consistently and on time. Análise coletada por e hospedada no G2.com.

Resonate CX has helped us bridge a long‑standing gap between the feedback we were collecting and the insights we actually needed to improve the customer experience. Previously, we had plenty of comments coming in but no reliable way to understand the patterns behind them or identify which issues were having the biggest impact across our stores. Resonate has changed that completely. It gives us a clear view of what customers are experiencing, why it matters, and where we should focus our attention to lift performance.

One of the most valuable shifts has been the way it supports timely, meaningful follow‑up with customers. By centralising feedback and making the process more structured, our stores are now able to respond faster and more consistently, which has strengthened trust and improved the overall customer journey. That improvement has flowed through to our online presence as well — we’ve seen a genuine uplift in our Google rankings as customer sentiment improves and our responsiveness becomes more visible.

The platform has also helped us align the entire network around the same priorities. Instead of each store interpreting feedback in its own way, we now have a shared understanding of what customers are telling us and a clear path for acting on it. Combined with the ongoing support from Vereen and the Resonate team, we’ve been able to embed these practices in a way that’s sustainable and genuinely beneficial for both our customers and our business. Análise coletada por e hospedada no G2.com.

I have raised it earlier as well with Zendesk support, that their Zendesk Talk feature needs improvement in a few areas to help managers have better visibility. In my opinion Zendesk Talk feature lacks to offer below- It does not show for how long an agent is sitting idle with no calls, Improper calls distribution, as sometimes a few agents get comparatively more calls with no reason provided, No real time monitoring is available for Zendesk Talk agents logged in. Análise coletada por e hospedada no G2.com.

I use Zendesk to centralize customer queries from multiple marketplaces, making the process smooth and efficient. Its generative AI and Explore features help answer queries without live agents and customize dashboards, saving me hours and improving customer service. Análise coletada por e hospedada no G2.com.

O principal problema foi a diferença entre o que foi apresentado durante o processo de vendas e como a plataforma realmente funciona na prática.

A integração com o GoHighLevel era um requisito chave para nós e foi descrita como viável via Zapier, no entanto, na realidade, isso se limitava a um gatilho básico e não suportava um fluxo de trabalho utilizável.

Além disso, a execução de campanhas não estava alinhada com o comportamento configurado. Campanhas configuradas para rodar em volumes e frequências específicas foram significativamente restringidas na prática. Por exemplo, campanhas de e-mail configuradas para rodar continuamente produziram apenas uma fração do resultado esperado, e o alcance no LinkedIn definido para atividade diária foi reduzido a níveis mínimos de execução.

Isso tornou muito difícil gerar resultados em escala, independentemente da configuração.

Também enfrentamos um problema envolvendo a comunicação de contas e faturamento sendo compartilhada entre clientes, o que levantou preocupações sobre a separação de contas e controles internos. Análise coletada por e hospedada no G2.com.

A plataforma visa resolver a geração de leads outbound através da automação em múltiplos canais. Em teoria, ela deveria reduzir o esforço manual e permitir que as campanhas fossem executadas em escala.

No entanto, em nossa experiência, as limitações na execução e integração impediram que ela entregasse esses benefícios de maneira prática. Análise coletada por e hospedada no G2.com.

Sometimes the calling doesn't work. It drops calls. I get too many unnecessary notifications from appointment. I don’t like that it creates new opportunities when I book decision meetings and second meetings, I would prefer if it would just foster the original booking opportunity. Análise coletada por e hospedada no G2.com.

I use Close to stay organized by tracking meetings and leads. The follow-up prompts for emails, texts, and calls are very useful. I can easily create tasks and appreciate the old version of the opportunities list for clarity. Análise coletada por e hospedada no G2.com.

I keep running into a glitch when I use the parallel dialer at a speed setting of five. It causes problems when trying to dial five prospects at once, which disrupts the workflow and makes the experience less smooth. Because of this, it doesn’t feel like it can compete effectively with other tools like NUCs or Orem. Análise coletada por e hospedada no G2.com.

I use Apollo.io mainly for its dialer and reliable data accuracy, which helps me connect with prospects smoothly. It also automates LinkedIn and email tasks, bringing key lead-generation tools into one place. Having access to verified contact information makes it easier to build stronger business connections while saving me time. Análise coletada por e hospedada no G2.com.