Complaint Management Software

Instagram integration seems to be half-baked... can't respond to comments/posts without leaving the app and going directly to instagram, which somewhat defeats the purpose. And the annoying part... trying to get out of the contract is difficult... auto-renewal... good luck canceling... without emailing back and fourth at least 3 times. Review collected by and hosted on G2.com.

It stops me from having to log into 5 different apps just to check my messages or make sure a post goes out and everything related to my clients is housed in one calendar so we never have to guess what is being sent and when. Via "listening"... I also dont have to wait until a client forwards me a screen shot of an article/magazine/etc about our brand. Review collected by and hosted on G2.com.

One thing I do not like is that sometimes it is not easy to find what I am looking for. There are a lot of options and menus, so it can take a bit of time to reach the right page.

I have also seen tickets become very long when different teams keep adding comments. If I come back after a few days, I have to scroll through everything to understand the latest update.

Another thing I have noticed is that sometimes the page takes a little time to load, especially when opening tickets with a lot of history. These are not big issues, but if this can be improved then would be really great. Review collected by and hosted on G2.com.

ServiceNow helps me keep track of all the work that needs support from different teams. Instead of sending emails or messages to ask for updates, I can raise a ticket and follow everything from one place.

I use it to create incidents and service requests, track the status, and see who the ticket is assigned to. If it moves to another team, I can still follow the same ticket without losing any information. The email notifications also help because I know whenever there is an update or someone has added a comment.

For me, the biggest benefit is that everything is recorded in one place. It is easy to check what is pending, what has been completed, and where a request is waiting, so I do not have to keep following up with different people or team. Review collected by and hosted on G2.com.

Birdeye is continuing to make their products better and easy to use. So there may be a few hiccups at times while using their features, but we are provided with great customer support to give us guidence whenever we need it. Review collected by and hosted on G2.com.

Birdeye is solving the problem of managing customer reviews efficiently across multiple platforms. Before using their Reviews AI portal, it was time-consuming to sift through reviews to find the ones that needed immediate attention, like negative reviews, or the ones with photos that we wanted to repurpose for social media. Now, we can quickly filter through reviews to find exactly what we're looking for, which saves us a significant amount of time on the marketing side.

On top of that, Birdeye integrates with multiple review sites, so we no longer have to log into several different platforms to keep track of what customers are saying about us. Everything is pulled into one place, which means we never miss a review, whether it's positive feedback we want to highlight or a negative review we need to respond to quickly. This has made our review management process much more streamlined and has helped us stay on top of our online reputation with a lot less manual effort. Review collected by and hosted on G2.com.

Occasionally Soci does feel reactive in its implementation of features.

I feel like our account reps are also very busy and it leave little time outside our short meetings to really dig into the meat and potatoes of the platform. Review collected by and hosted on G2.com.

Every platform wants you to schedule your content on their site, but none of them are well designed and constantly shift. Facebook and Instagrams Meta Suite is a maze that changes one week to the next, LinkedIns scheduler is overly simplistic, Xs is locked behind a paywall, and learning how to use Googles could be an entire job in and of itslef.

Soci simplifies the whole thing into a single understandable process for all sites, while still offering the in depth analytics. These analytics feel far more transparent and readily available than other sites, and since they are all located in one place, it makes them easily comparable. 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.

I dislike that everything is an add-on. You have to purchase everything individually and it can get quite pricy. There are items like real-time reporting that should be included from the get-go but you have to pay to add it one. It feels like they just want to sell you another product rather than putting together plans that make sense for businesses. Some of the rules around SLAs and automation/triggers can be difficult to work with and many require doing odd things to make them work. Review collected by and hosted on G2.com.

For the cost this is a great option for those looking for something that is had a to of options. Review collected by and hosted on G2.com.

We are solving having numerous business lines and departments working in one system. We are figuring out how to build forms that give us actionable data and help to identify issues that we can take to our internal departments to work to decrease customers' need to contact Support for help. We are also solving the problem of separating our customer's individual help centers so we can share information across items that apply to everyone and those that are customer specific. Review collected by and hosted on G2.com.

Honestly, not much. The initial setup and configuration took some time to get right, and some advanced settings are a bit hidden in the menus. Occasionally the interface feels slower when loading, but overall these are minor issues compared to the benefits. Review collected by and hosted on G2.com.

We provide support services to our clients and Zoho Desk is the core of our workflow. Every client request becomes a ticket, so we always know who is handling what and nothing gets forgotten. It helps us manage support for multiple clients from one place, track response times and keep clients informed about the status of their requests. Our support is faster and more organized thanks to it. Review collected by and hosted on G2.com.

one area where Atera could improve is reporting. The reports are helpful, but they are not as automated or flexible as I would like. It would be great to have easier scheduled reports and more customization for clients or internal reviews.

Also, ROBIN AI is a strong feature, but it would be better if smaller teams could buy it too. If it is only available starting at 100 users, that makes it harder for small MSPs or IT departments to use it. Review collected by and hosted on G2.com.

Atera is helping us centralize our IT support and device management in one platform. It solves the problem of having to use different tools for monitoring, remote access, updates, and ticket follow-up.

The main benefit is that our technicians can work faster, have better visibility of the devices, and respond to issues before they become bigger problems. It also helps us save time by automating repetitive tasks and improving the overall support experience for the end user. Review collected by and hosted on G2.com.

There was a learning curve when building more advanced chatbot workflows, especially for scenarios with multiple decision paths. We also spent some time refining the knowledge base to improve answer accuracy. Once everything was configured properly, the experience became much smoother, but the initial setup required more attention than we expected. Review collected by and hosted on G2.com.

Sobot has helped us manage a growing volume of customer conversations without having to increase our support team at the same pace. Routine questions are resolved faster, our agents can focus on more complex issues, and customers generally receive responses much sooner. That balance has improved our team's efficiency while maintaining the level of service we aim to provide. 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.

While Freshdesk is a powerful and user-friendly interface that makes support work efficient, there are also some disadvantages. Some of its advanced features require a subscription, which can make it difficult to use for small and medium-sized organisations. Review collected by and hosted on G2.com.

Freshdesk helps solve the challenge of managing customer inquiries from multiple channels in one place. It centralizes emails, chats, calls, and social media messages into a single ticketing system, making it easier to track, prioritize, and resolve customer issues. This benefits me by improving response times, increasing productivity, and ensuring that no customer request is missed. 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.

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.

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.

As of now, Motadata ServiceOps has dashboard functionality, but we want real-time, colorful dashboards. I would also like to suggest that the AI tool should be easier to configure. Review collected by and hosted on G2.com.

Motadata ServiceOps centralizes IT operations, addressing incident management and asset tracking challenges. It improves efficiency by reducing manual work, streamlines request handling, and enhances response time with alerts. This platform saves my team time and enhances operational efficiency. 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.

While Jira Service Management is a powerful platform, there are a few things that can be frustrating. The initial setup and configuration can be complex, especially for teams without dedicated Jira administrators. Customizing workflows, request types, and automation rules often requires significant time and expertise. The user interface can feel cluttered, making it difficult for new users to find what they need. Search and filtering aren't always intuitive, particularly when dealing with a large number of tickets. Licensing costs can become expensive as the number of agents and premium features increases. Performance may slow down when working with large projects or complex workflows. For me, the biggest drawback is the administrative complexity. Jira Service Management is highly flexible, but configuring and maintaining it often takes more effort than expected. Simple changes can require multiple configuration steps, making it less approachable for smaller teams. Review collected by and hosted on G2.com.

Jira Service Management solves the problem of managing support requests, incidents, and service operations in a structured and transparent way. Instead of relying on emails or spreadsheets, all requests are tracked in a centralized system with clear ownership and status. Centralizes incident, service request, and change management. Automates ticket routing, approvals, and SLA tracking. Improves collaboration between support, QA, development, and operations teams. Provides complete visibility into ticket status, priorities, and resolution progress. Maintains a history of issues for easier troubleshooting and knowledge sharing. In my day-to-day work, Jira Service Management helps me track production issues, customer-reported bugs, service requests, and operational tasks. It ensures that every request is assigned, prioritized, and followed through to resolution while keeping all stakeholders informed. The biggest benefit is improved operational efficiency. It reduces manual coordination, helps teams meet SLA commitments, and enables faster incident resolution through better collaboration and workflow automation. Review collected by and hosted on G2.com.

it does not happen often but sometimes after making a purchase my edge rating text takes a few hours to come through i would say with all things considered it only happens 1/10 times that i shop Review collected by and hosted on G2.com.

edge helped me solve the issue with needing admin based access added to my account so that i may better help add, adjust and fix information related to my staff. 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.

Because admin controls are so powerful you have to be careful with which users you give which permission to. Not really a dislike but something to be aware of as you use the system. Review collected by and hosted on G2.com.

We use ReputationStacker to get reviews and respond to them. Our regional managers and location managers are bonused based on their Net Promoter Scores in ReputationStacker so they use it every day to make sure that they maintaining consistently high performance. Review collected by and hosted on G2.com.