Customer Experience 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.

I don't like that Fathom shows as on video in Teams, takes a lot of space and looks like I am on the call from 2 devices. Review collected by and hosted on G2.com.

Solves for me taking notes while having discussions and being actively involved.

Solves me summarizing my own messy notes in order to send to clients after a call.

Allows me to send specific section to support personnel. Review collected by and hosted on G2.com.

{"Only issue that i have is sometime the invoice number glitches, and you have to open the number options between each number. The invoice number every time i have to type a number on the app, it make you change from keyboard to number pad between each and every number.","I sometimes don't like that the whole store keeps seeing the sale while I'm working with the client.","I also don't like people seeing my whole conversation with the client, it can get personal sometimes.","The app/payment can be down so we can't accept payments on the app; I have to log in to the web instead.","Onboarding was hectic — newer people and older people that aren't tech savvy were having a hard time. It was simple just annoying for me.","Unfortunately our Birdeye isn't connected to our CRM.","Visibility/permission controls are limited: once something is assigned to someone it becomes available to the whole store, and there's no easy way to set work days/hours or reset visibility when someone leaves."} Review collected by and hosted on G2.com.

The biggest thing for me is remote payment taking, hands down. I can collect payments securely anytime, anywhere, even when our power goes out and the CC machine won't work. Clients can reach me without my personal cell number, and someone can jump in while I'm off or on vacation. Review collected by and hosted on G2.com.

I wish there were less of a learning curve with the reporting tools (although they're definitely robust, so it's not all bad). And the email editor can be a bit frustrating to work with - for example, when I paste in copy that I wrote in a document, more often than not the formatting gets messed up. Review collected by and hosted on G2.com.

It's bringing our customer data into one place and thus giving us visibility into the impact of our marketing activities, which helps us refine our strategy. It's also saving us a lot of time and bandwidth by allowing us to create automations. Review collected by and hosted on G2.com.

My main concern is that some changes happen unexpectedly. We experienced a design update that affected our demos without clear communication, and at one point the video export feature stopped working. The AI Assistant also occasionally modified existing step content while adding new screens, with no undo option available. These issues weren't frequent, but they did create extra work when maintaining demos. Review collected by and hosted on G2.com.

As a B2B SaaS company, one of our biggest challenges is helping prospects quickly understand the value of our platform. Storylane solves this by allowing us to present our product through interactive, self-guided demos instead of static screenshots or long videos. This generates more interest, makes complex features easier to understand, and gives potential customers a much better first product experience before they talk to sales. Review collected by and hosted on G2.com.

The platform still struggles with non-English languages. For Portuguese and Spanish speakers, transcriptions often miss industry-specific technical terms and don’t capture enough context. As a result, the sentiment analysis can be inaccurate, which significantly reduces the value of the insights for international teams. Review collected by and hosted on G2.com.

While the platform is top-tier overall, I’d love to see more polished AI accuracy with non-English technical terms, which would make it feel truly perfect for global teams. Review collected by and hosted on G2.com.

Support Depth & Onboarding Complexity: While standard ticket resolution is reliable, Gainsight's core technical support and implementation teams frequently struggle to provide deep, strategic guidance during complex initial setups or when configuring intricate data overrides via the complex Rules Engine.

Impact: Because Gainsight requires an immense administrative lift, a lack of hands-on, consultative guidance from support results in delayed implementations, broken historical data migrations, and a heavy reliance on hiring full-time, dedicated internal Gainsight Admins to keep the instance stable.

Suggested Improvement: Gainsight should build out a dedicated, speciali"ed "Admin-Sup" ort" tier within standard ticketing that specifically handles complex rules troubleshooting and data architecture logic, rather than routing these high-level technical queries through general help-desk queues. Review collected by and hosted on G2.com.

Trobleshooting or backend issues Review collected by and hosted on G2.com.

Setting it up can be a bit of a challenge for some users, and to be honest, the reporting dashboard could be easier to read - it's not super clear right now. Review collected by and hosted on G2.com.

We used to waste a ton of time manually updating content on all our platforms. But since we started using Substrata.me, it's been a game-changer - most of that process is now automated, which has seriously cut down our workload and ensured everything's consistent. Honestly, it's been a huge relief, and now we can focus on the fun stuff, like strategy and creative development. I think that's made a real difference in how we impact our client campaigns, and we're seeing some great results. Review collected by and hosted on G2.com.

i dont like that the platform can feel complex for new users due to its extensive functionality , customization options, and configuration setting, while flexibility in powerful ,it can require additional training and onboarding before sales representative become fully productive, i have also found that highly customization environment can sometimes make workflows more complicated that necessary, particularly when multiple teams have different processes and reporting requirements, maintaining consistency across dashboards, fiels and automations rules requires ongoing administration and governance. Review collected by and hosted on G2.com.

it helos to solve several critical challenge related to lead management , pipeline visibility , sales productivity , forecasting and customer relation management before implementing the platform, tracking opportunities , monitoring sales activities and maintaining consistent sales processes across the team required significant manual effort, it solves problems such as limited visbility into the sales pipelines, inconsistent sales process across team members, manual data entry and administrative work, difficulty prioritizing high value opportunities ,forecasting inaccuracies, lack of centralized customer informations, its very valuable for lead ad opportunity management , sales forecasting and pipeline tracking , customer relationship management, activity monitoring and coaching performance reporting , revenue planning,. from a business perspective ,agentforce sales has helped me to improve forecasting accuracy , increase sales productivity ,reduce administrative workflow, improve pipeline visibility and enhance customer engagement, support more predictable revenue growth. Review collected by and hosted on G2.com.

What I find most frustrating is how aggressively certain basic features are locked behind higher-tier enterprise pricing plans. For instance, advanced skip logic or exporting data into specific formats often requires a costly upgrade.

For smaller teams, this significantly lowers the overall ROI, as we either have to manually work around the limitations or pay for an entire bundle of features we don’t actually need. Allowing more granular, add-on feature pricing would be a massive improvement. Review collected by and hosted on G2.com.

Before using the platform, collecting and analyzing customer feedback was a disjointed process involving manual forms and messy spreadsheets. We struggled with slow response turnarounds and scattered data, but now we can launch beautifully designed, logic-based surveys in minutes and view real-time aggregated metrics. This has resulted in a 40% reduction in the time our team spends on data collection, allowing us to implement user feedback much faster. Review collected by and hosted on G2.com.

Since Insider relies entirely on your CDP (Customer Data Platform) to work its magic, the initial implementation is notoriously heavy. If your company's internal data is messy or if you don't have clean APIs, getting Insider One up and running can take months. It requires a significant effort from the IT team even before marketing can use it. Review collected by and hosted on G2.com.

The platform eliminates the need to rely on complex codes (HTML) or external design tools. With an intuitive "drag-and-drop" visual editor, creating responsive, visually appealing, and personalized emails becomes a task of minutes, not days. Additionally, the native AI helps optimize subject lines and content. Review collected by and hosted on G2.com.

One area where HubSpot Sales Hub could improve is pricing as additional features are added. Some of the more advanced tools are only available in higher-tier plans, which can make it difficult for smaller businesses to justify upgrading.

I would also like to see deeper integrations with more industry-specific software, along with additional customization options for managing complex project-based sales processes like kitchen design. While the AI features are promising, I think they still have room to become more tailored and proactive for industry-specific workflows.

Finally, because HubSpot offers so many features, there can be a learning curve for new users. Simplifying some workflows and making advanced functionality easier to discover would help teams get even more value from the platform. Review collected by and hosted on G2.com.

HubSpot Sales Hub helps me solve one of the biggest challenges in my business: managing long, detail-oriented sales cycles while providing a great client experience. Kitchen cabinet projects often involve multiple meetings, design revisions, quotes, product selections, and coordination over several weeks or months. HubSpot keeps all of those interactions, emails, notes, tasks, and documents organized in one place.

It also helps me stay consistent with follow-ups so potential clients don't fall through the cracks. The pipeline gives me a clear view of where every project stands, making it easier to prioritize my time and forecast upcoming work. The reporting tools help me identify what's working in my sales process. At the same time, automation and AI save time on routine tasks so I can focus more on designing kitchens and building relationships with my clients.

Overall, HubSpot has made my sales process more organized, efficient, and professional, allowing me to spend less time managing information and more time serving my clients. 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.

The labels could be better, especially on the reporting side. It's frustrating that you can't use combinations like 'this label and that label' or 'this label, but not that one'. You're limited to just using a single label at a time. Review collected by and hosted on G2.com.

Pipedrive helps us track to convert leads faster, and especially to convert the cooler leads by automation, whilst I can focus either to the new hot leads, or those converted by the automated sequences and deals easily with its visual approach, and customising cards lets me see key data at once, making tracking much simpler than conventional CRM. Review collected by and hosted on G2.com.

Overall, we've had a positive experience with B2B Rocket. As the platform continues to evolve, it would be great to see even more integrations, customization options, and advanced reporting capabilities. The team appears committed to ongoing development, and we're excited to see how the product continues to improve over time. Review collected by and hosted on G2.com.

B2B Rocket did not solve anything for me. It was simply a waste of money. I DO NOT recommend anyone wasting their money on this platform Review collected by and hosted on G2.com.

Nothing. All I can say is, scorebuddy do the things for us. It helps us summarize everything and meet yje goals. Review collected by and hosted on G2.com.

I think it is the way of solving problems related to our work as a customer support. It helps us achive a quality calls and quality performance. This also helps us enhance ourquality assurance processes, improve agent performance, and ultimately boost customer satisfaction. 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.

Not necessarily a negative per se - but there are some customised dashboard elements I would like to instil, but system limitations restrict some specifics. Not a showstopper, but a little bit more flexibility here to our unique needs would round out a perfect solution Review collected by and hosted on G2.com.

A simple and timely solution was paramount (and achieved), that we could then clearly and visually beam across the whole business. In doing this we have successfully helped elevate a customer centric mindset across a traditionally asset focused industry Review collected by and hosted on G2.com.

What I dislike about AskNicely isn't the platform itself but the NPS scale in general. The scale could be scored differently: Detractors 1-5, Promoters 6-10. Just a personal preference. Review collected by and hosted on G2.com.

AskNicely is helping us solve how to successfully obtain, follow up on, and score our customer satisfaction. This allows us to improve our customer experience, product, and organization. Review collected by and hosted on G2.com.