Customer Experience Software

N/A as of now, it’s a great tool. My only concern is that sometimes I don’t receive the email right after the meeting ends; it ends up arriving in my inbox the next day. Review collected by and hosted on G2.com.

Fathom solves the problem of having to manually take notes and remember everything discussed in meetings. Features like auto-join, transcripts, and AI-generated insights let me stay focused on the conversation instead of worrying about capturing every detail. It also makes it much easier to revisit key points and follow-ups after a call, which saves me a lot of time and helps make my meetings more productive. Review collected by and hosted on G2.com.

dislike about SurveyMonkey is that some useful features are only available in the paid plans, which can feel limiting for occasional users. The free version also has restrictions on the number of questions and responses, and the interface can sometimes feel a little overwhelming when working with more advanced survey options. Review collected by and hosted on G2.com.

SurveyMonkey helps me collect feedback in an organised and efficient way without having to manage responses manually. It makes it easy to create surveys, reach multiple people, and analyse the results in one place. This saves me time, helps me understand people’s opinions more clearly, and allows me to make better decisions based on real feedback. Review collected by and hosted on G2.com.

If anything, I just wish that for the price we were paying, there had been more support during the onboarding process. We ended up paying out of pocket for a third party, and in the end it was well worth it. Review collected by and hosted on G2.com.

HubSpot Marketing Hub centralizes our data, which improves communication across teams and enables stronger contact management and segmentation. This helps us build a flywheel effect by converting guests into donors. It also streamlines list building and email sends, making it crucial for keeping the business moving forward. We’re using HubSpot’s out-of-the-box experience, but we’ve integrated our website forms so contacts and companies flow in seamlessly. As a result, our Group Sales performance and output have improved, and we now have much better visibility into our data—leads, leads closed/won/lost, calls, call reasons, and more. Overall, I’m very happy with the performance. 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 don't think there's anything significant to dislike. Review collected by and hosted on G2.com.

We use Storylane to connect software to customers through product launch demos, feature overviews, and onboarding support.

It allows us to showcase our capabilities launching to 50+ customers without initially engaging in a call. Review collected by and hosted on G2.com.

There are a few areas I would like to see further improvement. For example, advanced A/B testing features and automated audience split capabilities would make it easier to optimize campaigns at scale. In JO, email deliverability could be improved by not firing all emails at once but adding a pause between each email send to the contacts to wait a set number of seconds before releasing the next. The Email Fatigue feature could also include the display of contacts at the contacts level data. Review collected by and hosted on G2.com.

Gainsight Customer Success streamlines customer engagement, automates communication, enhances operational efficiency, and provides actionable insights. It's immensely helpful in managing programs efficiently, maintaining personalization, reducing manual work, and proactively handling customer needs with a powerful all-in-one platform. Review collected by and hosted on G2.com.

One thing I dislike about Scorebuddy is that parts of the interface can feel a bit outdated and not as intuitive as they could be, especially when I’m switching between scorecards, dashboards, and reports. It does the job and still works reliably, but some of those workflows feel clunkier than necessary and could be smoother and more modernized. Review collected by and hosted on G2.com.

Centralizing all evaluations in one place has been a big improvement. Before, QA data could feel scattered across different files, spreadsheets, and formats. Scorebuddy brings everything together in a single platform, which makes it much easier to track evaluations, monitor trends, and maintain consistency.

The main benefit for me is that I spend less time digging through files and more time actually analyzing results and identifying coaching opportunities. Review collected by and hosted on G2.com.

The feature set is broad enough that newer team members need a short ramp-up period before they can confidently build out more advanced journeys in Architect, rather than picking everything up on day one. We're also still fairly early in exploring chatbot and conversational capabilities on the platform, so we'd genuinely like to see that side mature and expand further, since we already rely heavily on WhatsApp and would welcome deeper conversational automation alongside it. To have a visibiity on the sells from the offline and the online separately on the overall analytics Review collected by and hosted on G2.com.

Running our full customer lifecycle from one place instead of stitching together fragmented tools — Architect has let us automate Browse Abandonment, Cart Abandonment, Reactivation and Price Drop journeys that used to require far more manual coordination across email, web push and WhatsApp

Solving product discovery through Recommendation Suite, both in email/offer-email content and directly on the website — recommendation campaigns are now driving a CTR of around 11%, with particularly strong performance from mobile PDP and cart-page placements

Converting onsite engagement into real leads — a football-themed gamification campaign for lead collection brought in 10,645 leads in just 16 days

Driving high-attention seasonal engagement — our CAN 2026 journeys achieved a 29% average CTR and an 8% conversion rate

Surfacing the right products to the right visitors — a Smart Recommenders homepage campaign for returning users showcasing items under 500 MAD delivered a 9.49% CR uplift and roughly 5% CTR 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.

One thing I find challenging is that Agentforce Sales can take some time to set up and customize properly, especially when you have complex sales processes. There are a lot of configuration options, which can make the platform feel overwhelming for new users. Some advanced AI and automation capabilities also require additional setup and understanding before they can be used effectively. Review collected by and hosted on G2.com.

Agentforce Sales helps us keep our sales data, leads, opportunities, and customer information organized in one place. It reduces manual work by automating repetitive sales tasks and helps the team track opportunities more consistently. The AI capabilities also help us get quicker insights and summaries from sales data, which makes it easier to prioritize follow-ups and make informed decisions. Review collected by and hosted on G2.com.

The biggest drawback is the learning curve. There is a lot going on, and if you don’t already understand how the tools work together, it can be difficult to know which features to use. I’m technically and operationally minded, but the average salesperson may not discover the most useful workflows on their own. HubSpot could improve this by proactively recommending relevant tools, guides, and best practices based on each user’s activity and the successful workflows already established by an organization’s super users. Review collected by and hosted on G2.com.

HubSpot Sales Hub helps solve the problem of scattered client information and time-consuming manual prospecting. I use its AI and filtering tools to segment clients, research organizations, find relevant contacts and outreach information, and keep everything organized in one place. This saves me significant time, helps me build more targeted outreach lists, and allows me to focus more energy on strategy and relationship-building instead of repetitive research and data organization. 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.

Context will play an important role in this aspect. What works well with one client might not work at all with another. I would like even more flexibility in this regard. Review collected by and hosted on G2.com.

We use the insights when reviewing important customer communication. It has helped our team become more conscious of how we communicate value instead of simply focusing on what information we are providing. Recommendation: I strongly recommend Substrata for sales teams selling complex or high-value solutions. Authority Zone can be especially useful for reps who need to improve executive communication, negotiation confidence, and overall sales presence. Review collected by and hosted on G2.com.

What I like least about Zendesk is that tagging or directly notifying other team members within a ticket feels somewhat limited. It can be difficult to make sure the right person is immediately aware that a particular ticket requires their attention or follow-up. A more intuitive and visible way to tag colleagues within tickets would make collaboration easier.

I would also like to see improvements in customer support. Although I have only needed to contact Zendesk support on a few occasions, the lack of a direct phone support option can make resolving certain issues more difficult. Support is primarily handled through chat, and sometimes explaining a complex issue that way can be challenging. In some situations, a phone conversation would allow for faster back-and-forth communication, make it easier to clarify the problem, and ultimately lead to a quicker resolution. Review collected by and hosted on G2.com.

One of the main problems Zendesk solves for our customer service team is the need for a shared inbox where multiple team members can access and manage the same tickets from their individual accounts. This gives us clear visibility into who handled each request and helps prevent duplication or missed communications.

Because we receive a high volume of emails from our customers, having everything centralized in one platform is extremely valuable. Zendesk allows us to efficiently process, track, and access customer communications in one place, making it much easier for the team to stay organized and work collaboratively. Review collected by and hosted on G2.com.

The email accounts. We have a generic account for leads which i manage, but I need to communicate with custoemrs via my own email frequently.

It wuld be useful have the option to add a second email account in this scenario, without upgrading the plan, so automations run from there, but my correspondence is from my account. Review collected by and hosted on G2.com.

We've not fully implemented, but already I know that Pipedrive will help vislibility of enquiries on a business level, and focus staff on the deals that need action as a priority. Review collected by and hosted on G2.com.

No fuss, no muss, no dislikes. We put most of our agency clients on ReputationStacker and they love it too. Review collected by and hosted on G2.com.

ReputationStacker overhauled their dashboard recently and the new interface and feature updates are excellent. They make thoughtful feature updates every few months and when they push out new features they fit in seamlessly with the core system as opposed to being clunky distractions like what happens when some other software companies push new features (I won't mention names ;)

You can tell that the ReputationStacker team really talks to their users and listens to what they have to say. They actually asked me for my opinion about their update to the AI review responses feature that they pushed out, and they did what I asked for (an option to set a delay to the auto-response feature). I'm not saying that they did that just because I asked for it (I'm sure other users asked for it also), but I think they really take my suggestions onboard, and I love that. Review collected by and hosted on G2.com.

The setup settings can be a bit confusing at first because there are too many options in the menu. It takes some time to learn how to build custom reports. Also the mobile app is ok for basic things, but sometimes it feels a bit slower than using it on a computer browser Review collected by and hosted on G2.com.

It helps us stop losing track of customer emails. Before this, we were replying from a shared inbox and sometimes two people answered the same mail. Now every email becomes a ticket assigned to one person. It makes our support work much faster and less chaotic Review collected by and hosted on G2.com.

What I dislike most about Resonate CX is that insights don't always automatically translate into action. The platform helps us understand supporter sentiment and identify trends, but it still requires time and effort from teams to interpret the findings, prioritise opportunities, and implement improvements. I'd also like to see even deeper analysis from smaller response volumes so we can be more confident that feedback reflects our wider supporter base. Review collected by and hosted on G2.com.

Resonate CX is solving the challenge of understanding supporter sentiment in a structured and actionable way. Previously, feedback came from multiple sources and provided only a partial view of the supporter experience. Resonate brings this feedback together, helping us understand not just what supporters think, but why they feel that way. This benefits us by providing ongoing insights into supporter sentiment, identifying opportunities to improve supporter journeys, and enabling more informed decisions that strengthen trust, loyalty, and supporter retention. 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.