Complaint Management Software

I think the licensing cost of having ServiceNow is increasing by each passing day which if clubbed with good deals can be fixed.

The support system from ServiceNow only takes care of the OOB functionalities and very little or no support to customizations.

Which if improved can take ServiceNow experience of customers to another level. Review collected by and hosted on G2.com.

To take care of day to day experiences like raising an Incident if you are facing an issue f.ex. internet not working can be reported through incident and which team is working on it to fix it, if we want to put any additional comments can be taken care of in the same incident form.

similarly to raise a new request for something like ordering a new laptop we can go to service catalog and raise a new request.

There are so many other modules like Problem, Change, knowledge which similarly eases the day to day works of different teams by streamlining the processes. Review collected by and hosted on G2.com.

My biggest concern is how quickly the AI world is changing and how hard it can be to stay on top of everything. Integration was also a bit of a hurdle; it took extra effort on my end to get everything set up properly and running smoothly. Review collected by and hosted on G2.com.

Centralizing our systems with Birdeye has been a major plus for us. It’s made things much easier because everything is in one place, so we can manage it all from a single spot. Review collected by and hosted on G2.com.

I genuinely like SOCI, but if I have to give an example of what I dislike, it would be the Instagram post as story option. I want to post on Instagram as a story and post, but as of now it is one or the other. Also add the post as story option to Facebook. It would be nice if post as story option was available like the "is this post a competition" option is. Review collected by and hosted on G2.com.

Managing our properties relationship with the community. Our community is very active and we use Soci to post events happening in Old Town Lewisville. Main and Mill is a brand new multi family home, so the schedualer available on Soci helps enure our brand new property is becoming known. We now have an overview of how much were posting, with the help of our engagements and seeing how many people we reached. Our property knows the peak time to post, increasing our traffic, which means more potential leases. Review collected by and hosted on G2.com.

From a collections specialist point of view at iQor, the frustrations with Salesforce Service Cloud / Agentforce Service usually aren’t about whether it works they’re about how it feels to use under pressure.

One common dislike is how many clicks and layers it can take to do simple things. In collections, speed matters. When you’re trying to log a promise-to-pay, update a disposition, or move to the next account quickly, extra screens and validation steps can feel like they slow the conversation down instead of supporting it. Review collected by and hosted on G2.com.

From a collections specialist perspective at iQor, Salesforce Service Cloud / Agentforce Service is mainly solving the problem of fragmented, messy customer information and slow case handling which is a big deal in collections work. One of the biggest problems it fixes is having customer data scattered across different systems. Before tools like this, you might have billing info in one platform, notes in another, and interaction history somewhere else. Service Cloud pulls that into one place, so when a customer calls about a balance or dispute, you’re not wasting the first few minutes just trying to figure out what’s going on. Review collected by and hosted on G2.com.

Figuring out the difference between what triggers can do versus what needed an automation instead took some trial and error, tried building an alert for "about to breach SLA" as a trigger a couple times before realising that specific check only works through automation, not triggers. Review collected by and hosted on G2.com.

We used to find out we'd broken our own response time promise only after a customer called it out, which isn't great way to run support. Having actual SLA tracking means we catch it before it becomes a customer complaint instead of after. The trigger versus automation confusion cost me an afternoon of troubleshooting, but once I understood the split, setting up the rest of the escalation rules went smoothly. Review collected by and hosted on G2.com.

Some features and customization options can feel complex or even overwhelming at first. The interface also takes a bit of time to get used to, particularly when you’re setting up workflows, configuring ticket fields, and adjusting automations to fit your process. Review collected by and hosted on G2.com.

Zoho Desk helps us solve the challenge of managing customer support requests and updates in one centralized place. It makes it easier to track tickets, organize customer information, and keep communication within the support team clear and consistent. For us, this improves visibility into ongoing issues, reduces the need for manual follow-ups, and helps ensure customer requests are handled more efficiently. Review collected by and hosted on G2.com.

hile Atera worked well for our core RMM needs, some areas felt less mature as our requirements grew. Reporting and customisation could be more flexible, and patch management did not always provide the level of detail or control we wanted. We also found that some newer functionality received significant focus while parts of the core platform could still benefit from refinement. Overall, it remains a capable platform, but there are areas where larger or more complex ICT environments may start to feel its limitations. Review collected by and hosted on G2.com.

Atera is helping us centralise device monitoring, patch management, remote support and IT automation across our environment. Having this information in one place gives our ICT team better visibility of device health and lets us respond to issues without needing to physically access the device.

The biggest benefit has been reducing manual administration. Automated patching, software deployment, monitoring alerts and scripting allow us to manage a large number of endpoints more consistently and proactively. This saves technician time and helps us identify issues before they become larger support problems. Review collected by and hosted on G2.com.

So far, we haven’t encountered anything we would consider a drawback or limitation in working with Liftify. Their process has been smooth, their team is responsive, and the results have consistently exceeded expectations. As our partnership expands into new areas like customer and employee surveys, we’ve been impressed with how adaptable and supportive they’ve been. At this point, there’s truly nothing we would call a negative in our experience. Review collected by and hosted on G2.com.

Liftify is helping STAR solve a crucial challenge: capturing authentic customer feedback at scale and turning it into a powerful driver of trust, visibility, and overall customer experience improvements.

Before partnering with Liftify, gathering reviews consistently, and at the volume needed to stand out, was difficult and time‑intensive. Liftify solved this by taking the entire review workflow off our plate and implementing a highly effective outreach process that our customers actually respond to.

The benefits to STAR have been significant:

-Massive improvement in our online reputation: Our Google reviews grew from 338 to over 5,000, and our average rating jumped from 4.1 to 4.8. This level of brand credibility simply wouldn’t have been achievable through internal effort alone.

-Stronger search presence and brand visibility: The surge in reviews and impressions has strengthened how STAR shows up online, helping potential customers feel more confident choosing us.

-Reliable customer insights: Their data and reporting give us clarity on customer sentiment and experience trends, allowing our teams to make more informed decisions.

-A foundation for deeper experience measurement: Because the review program has been so effective, we’re now expanding our partnership into customer and employee surveys. This will allow us to understand our customer journey end‑to‑end and identify opportunities to improve retention, satisfaction, and employee engagement.

-Operational efficiency: Liftify handles the heavy lifting, giving us results without burdening our internal resources.

Overall, Liftify is helping STAR build a stronger, more credible digital presence while equipping us with insights that elevate both customer experience and employee experience. Their work is directly supporting our long‑term growth strategy and reputation in the communities we serve. Review collected by and hosted on G2.com.

There were some default settings that we had to change in order to simplify the form so we could start getting more Google reviews. I guess some people like the default settings, but it works better for us with the change we made. Review collected by and hosted on G2.com.

ReputationStacker has made a huge improvement in our review volume and how we handle customer feedback and customer complaints. We've used other systems for this in the past and they can get complicated. Somehow ReputationStacker's system is both easy to use and comprehensive. I appreciate how it is designed and the flow when you're using it. It has everything you need for reputation management. Review collected by and hosted on G2.com.

"One challenge I experience with Freshworks is that it occasionally displays error messages such as 'You're doing too much' or experiences loading delays, especially when handling multiple tasks. This can temporarily slow down workflow and require refreshing or retrying actions. However, overall, the platform remains easy to navigate and effective for managing tickets and customer interactions. Review collected by and hosted on G2.com.

Freshdesk helps streamline customer support by centralizing tickets, customer information, and communication in one platform. It allows me to efficiently create, track, and manage cases while on a call, ensuring concerns are routed to the correct department and followed up appropriately. This improves productivity, reduces handling time, and enables me to provide guests with accurate updates and resolutions during the same interaction, resulting in a better overall customer experience. Review collected by and hosted on G2.com.

Since CommBox is such a comprehensive and powerful platform with so many features, the initial learning curve can be a bit steep. It takes some time to fully explore every capability and automation available, but once you get the hang of it, the results are definitely worth the effort Review collected by and hosted on G2.com.

Before CommBox, our main challenge was the limitation of our operating hours. We were losing potential leads and leaving customer inquiries unanswered during the night or weekends. As a growing business, we couldn't afford to have a 24/7 live team, but we also couldn't afford to miss those opportunities in a competitive market.

CommBox solved this by providing a robust automated system that handles interactions 24/7. We now capture every single lead, even when our team is offline, ensuring no opportunity slips through the cracks. It has allowed us to scale our operations and improve our Customer Experience. It has honestly made our business more efficient and our brand much stronger. Review collected by and hosted on G2.com.

Nothing comes to mind at the moment, since we’ve only just started using the application. Review collected by and hosted on G2.com.

Our support team now spends far less time responding to status update requests because users automatically receive timely notifications. As a result, customer confidence has improved, and our agents can stay focused on resolving issues instead of repeatedly providing updates. Review collected by and hosted on G2.com.

Notion sync isn’t real time. New pages take a while to be searchable by the agent. If we ship a fresh runbook in the morning the AI doesn’t know about it until later that day. Review collected by and hosted on G2.com.

it helped me to deploy AI for my entire company and reduce the volume of request my team used to receive Review collected by and hosted on G2.com.

Some reports in the inventory area, especially those related to software, can still evolve. Expanding these analyses would provide a more complete set of information, facilitating the centralization of tools and improving IT asset control. Review collected by and hosted on G2.com.

Milvus has been fundamental for the continuous evolution of my support. Through dashboards, reports, and detailed monitoring of the services, I can identify patterns, map recurring failures, and act more strategically on the root cause of problems. This allows us to move from a merely reactive stance and work on neutralizing recurring incidents, increasing team efficiency, improving SLAs, and enhancing the quality of service provided to users. Review collected by and hosted on G2.com.

I don’t really have any major complaints. The main thing I’ve noticed is that the overall experience depends a lot on how the organization has configured the service portal. Some request forms ask for a lot of information, even for simple issues, so submitting a ticket can sometimes take longer than I’d expect.

Other than that, the platform itself has been reliable and straightforward to use. Review collected by and hosted on G2.com.

It gives me a structured way to raise IT requests instead of sending emails or messaging different people. Whether it’s a software installation, an access request, a hardware issue, or any other internal support need, everything is captured and tracked through a single ticket.

The biggest advantage is being able to see where my request stands at any time, without having to chase updates. Because all communication stays within the ticket, it’s also easy to look back at earlier messages and refer to previous conversations when needed.

Overall, it saves me time, keeps requests organized, and makes working with the IT team much smoother. Review collected by and hosted on G2.com.

While the platform itself is powerful, customer relationship management and communication quality have recently become a concern for us. As a long-term customer, we expected a more professional and respectful communication approach from the sales team.

Additionally, pricing has become difficult to justify compared to alternative solutions in the market. The Knowledge Base page customization options are also quite limited, especially for companies that want more flexibility in branding and user experience. Review collected by and hosted on G2.com.

HubSpot Service Hub helped us centralize customer communication, support ticket management, and reporting processes in a single platform. It improved our team’s visibility over customer requests and made internal follow-ups more organized and efficient.

The automation features and CRM integration also helped us reduce manual work and respond to customers faster. Review collected by and hosted on G2.com.

The web interface doesn't always chime when a chat comes in if the tab is not in focus and when you finally do switch to that tab, you get blown up with all the chimes from the chats. I recommended a solution for them to fix. Review collected by and hosted on G2.com.

I really support my customers and am always there for them. This support system makes it super easy. Notifications are instant so I can get in touch with my customer within seconds. Review collected by and hosted on G2.com.

The pricing tiers (enterprise level access might be helpful) and limits on automations/integrations can be restrictive as teams grow, and the interface can feel a bit cluttered and overwhelming for new users. Review collected by and hosted on G2.com.

Monday.com is helping us centralize all our project and work management in one place. It solves problems around status tracking, ownership, and communication by giving the whole team a single, transparent view of tasks, deadlines, and P&L. Automations reduce manual follow‑ups and routine admin work, so we spend less time chasing updates and more time actually delivering. Review collected by and hosted on G2.com.

Nothing that has slowed us down. I would have said so if there was. Review collected by and hosted on G2.com.

Getting feedback without booking a call for every question, and answering people from one place no matter where they wrote from. Campaigns run off the same data, so a re-engagement email reaches the segment it should rather than the whole list. The reporting means I am not guessing at any of it. Review collected by and hosted on G2.com.