Complaint Management Software

The only downside I see is that the costs are very high for a company, as you need to pay a high subscription fee to manage it easily. Additionally, if you want to add an extra user, the cost increases even more. Review collected by and hosted on G2.com.

Having to constantly send a presentation to the executives and then wait for responses via email and WhatsApp, which ultimately were not unified in one place, was very inconvenient. I had to search separately for what was being said about the post on each channel. With Sprout, that issue was resolved. Review collected by and hosted on G2.com.

What I dislike most about ServiceNow ITSM is that it can sometimes feel overwhelming due to the sheer number of fields, options, and screens involved in certain processes. Even relatively simple tasks can occasionally require more clicks than I’d expect, which can slow things down and impact overall efficiency. Review collected by and hosted on G2.com.

ServiceNow ITSM solves the challenge of managing incidents, requests, and support processes across different teams by bringing everything into a single, easy-to-use platform. Its intuitive UI makes it simple to track tickets, monitor progress, and access information without switching between multiple tools. The AI-powered capabilities, such as intelligent routing, recommendations, and automation, help reduce manual effort and speed up issue resolution. This benefits me by improving productivity, reducing delays, enhancing collaboration, and enabling faster support for users. Review collected by and hosted on G2.com.

I don't see any downsides. It's easy to use and keeps me organized. I wish the AI tool would give me more unique responses, but that is minimal. Review collected by and hosted on G2.com.

The time it takes to find and respond to every review. Birdeye puts all of my reviews in one site that I can see and reply to each one. The AI interface for replying to the reviews is so helpful and saves me a ton of time. It seamlessly integrates into my social media sites to also post positive reviews. I have also just started using the referral part. It is going very well so far. I can see and analyze each time a client refers someone else. These referral alerts are key to recognizing those clients that are engaged with our company. Review collected by and hosted on G2.com.

Sometimes navigation is a little complex but have always been able to complete desired task. Review collected by and hosted on G2.com.

One stop for operational times and specials as well as fluid response for customer interaction. Review collected by and hosted on G2.com.

Sometimes the responses can be too general or miss specific details, so improving accuracy and context would help. There is a need to improve response accuracy, speed, and context awareness, especially for specific customer concerns. Review collected by and hosted on G2.com.

Agentforce Service helps me automate repetitive tasks, provide faster customer support, and offer agents the right information quickly, improving efficiency and customer experience. Review collected by and hosted on G2.com.

Setting up automations for certain events can be a bit complicated. For example, I haven’t been able to figure out how to send both a notification and an email to an agent when an SLA response time expires—if it’s possible at all. Review collected by and hosted on G2.com.

Zoho Desk fits naturally into the way we support our clients through email, letting them communicate with us without ever leaving their mailbox. At the same time, some clients prefer contacting our support team through instant messaging, and Zoho Desk includes that option as well. This makes it easier for us to bring these newer communication channels together and keep everything centralized in one system. Review collected by and hosted on G2.com.

Keeping triggers and automations consistent across both brands took more care than I expected, built a rule for one brand once and completely forgot to mirror it over to the other, which caused a small inconsistency in how tickets got auto tagged for a few weeks before I caught it. Review collected by and hosted on G2.com.

Customers genuinely can't tell they're being supported by the same team behind two different storefronts, which was exactly the point. Agents working from one unified queue instead of switching tools has also kept training simple, new hires only learn one system regardless of which brand's tickets they end up handling. Automation consistency across brands needs real attention though, it's easy to build something for one and just forget the other exists. Review collected by and hosted on G2.com.

Some issues require site visits which have nothing to do with RMM. Review collected by and hosted on G2.com.

A lab PC is three months behind on Windows updates and failing a compliance check. Patching pushes the missing updates after hours, confirms they installed, and clears the flag without a campus visit. A front-desk machine is frozen mid-enrollment. Remote control puts you on the session in about a minute, you kill the stuck process, and the adviser stays on the phone with the applicant. Disk space on a shared workstation hits the alert threshold before the user notices. You clear the cache and the temp files from the console. The ticket never gets written. A laptop drops off the network overnight. The agent shows it last checked in, whether it is online now, and which switch port it was on. You know if it is asleep, unplugged, or actually down before anyone drives over. Review collected by and hosted on G2.com.

I wish I had something to add here but I don't. That's actually a good think I think. Review collected by and hosted on G2.com.

I would recommend ReputationStacker to any business that has in-person interactions with its customers or clients. I signed up for it because I saw that one of the home staging companies that I work with was using it. I was shocked at how many more reviews I started getting once I started up with ReputationStacker. I went from around 1 in 10 or 15 of my clients writing a review to more than half of them writing a review. Once the other agents I know saw how many reviews I was getting they all signed up too ;) Review collected by and hosted on G2.com.

A few things frustrate me. Customer support replies often read like AI wrote them. They’re generic and sometimes miss the actual question, so getting a real answer can take several back and forths. I also see duplicate emails come through, which is confusing and makes it hard to tell whether a message is new or one I’ve already handled. Shared inboxes can feel unclear too. It isn’t always obvious who can see what, or whether a teammate is already working on a thread, so I worry about overlap or something private being visible to the wrong person. Finally, it’s expensive, especially once you add users and need the Productive plan to get the features that matter. The pricing adds up fast for a small team. Review collected by and hosted on G2.com.

I run operations across several businesses, including sponsorship partnerships for a creator brand, property management, real estate, and a travel advisory practice. Before Missive, those conversations lived in separate inboxes. Things slipped through the cracks, and finding the full history of a deal or a tenant issue took too long. Missive puts every account in one place, so I can see an entire conversation, comment internally with my team, and hand off threads without forwarding emails around. Pairing it with Claude has been the biggest win. I can pull up the context of a negotiation and get a draft reply ready in minutes instead of digging through old threads. The result is faster response times with partners and tenants, fewer dropped balls, and a lot less time spent managing email. Review collected by and hosted on G2.com.

I've not found a downside to the Liftify platform yet. Review collected by and hosted on G2.com.

In a service business, no matter how intentional we are, we just aren't able to get our people to obtain reviews on every single job. Adding Liftify into our tech stack has helped us convert way more jobs into reviews than when we were just relying on the team to ask and followup. Review collected by and hosted on G2.com.

There are still some cases where we want to review what the AI has suggested before making a change Review collected by and hosted on G2.com.

Our team used to spend quite a bit of time going through new tickets manually. The AI takes some of that work away, so the team can get to the actual issues sooner. 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.

"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.

While monday service is highly flexible, this can lead to disorganized workspaces and a steep learning curve when configuring complex automations or multi-board workflows. The pricing structure is restrictive, requiring a three-user minimum and gating crucial features or monthly automation limits behind higher-tier plans. Furthermore, users frequently encounter functional gaps—such as limited native communication tools and duplicate ticket creation from forms—alongside occasional performance slowdowns on heavy boards and sluggish customer support when issues arise. Review collected by and hosted on G2.com.

Monday service has solved our previous challenges with disorganized IT requests, scattered communication, and manual task assignment. By centralizing ticket management and using automated routing, we’ve removed major administrative bottlenecks. As a result, we’ve significantly reduced our average ticket resolution time, improved visibility across teams, and enabled our support staff to focus on real problem-solving instead of manual triage. 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.

One thing I dislike about HubSpot Service Hub is that some of the more advanced features, like custom reporting or advanced automation, are locked behind higher-tier plans. This can limit small or growing teams from fully leveraging the platform’s potential without increasing costs. Additionally, while the system is user-friendly, there’s still a learning curve when setting up complex workflows or integrations. Review collected by and hosted on G2.com.

HubSpot Service Hub helps solve key customer service challenges like disorganized communication, slow response times, and lack of visibility into customer issues. By centralizing all support interactions through tools like the shared inbox, ticketing system, and knowledge base, it ensures that no customer query is missed and that teams can collaborate efficiently. The automation features reduce manual workload, allowing us to focus on delivering better service. Overall, it improves customer satisfaction while making our support processes more efficient and scalable. 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.

The analytics module could use a better UI and more customisation. I would like to build my own views per clinic rather than use the fixed ones. Review collected by and hosted on G2.com.

Three clinics answering messages from one place instead of three phones, and our details being right everywhere people search for a vet nearby. Review collected by and hosted on G2.com.

Some of the reporting filters take more steps than they should when I’m just trying to get a clean view of technical or product-related contacts. The interface overall feels clearly designed more for agents and supervisors than for someone pulling marketing insights, so I end up exporting data more often than I’d prefer. I’ve also had a few instances where certain digital interactions took longer than expected to appear. Review collected by and hosted on G2.com.

Previously, figuring out which technical issues were driving contacts meant asking around or waiting for manual summaries. That slowed down content planning and made it harder to prioritise the topics that actually mattered to users. Now that the contact data and channel breakdowns are all in one place, it’s much quicker to spot recurring technical themes, see whether new help content is having any impact, and adjust messaging based on real inquiry patterns rather than guesswork. Review collected by and hosted on G2.com.