Customer Experience 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.

There are two features we would really like to see improved. We often use SurveyMonkey on mobile phones when conducting interviews in public places, and it would be very useful to be able to use surveys offline when the internet connection is poor or unavailable.

We would also like to be able to upload videos directly into a survey. At the moment, we use YouTube when we need to include video content, which works, but being able to upload and show videos directly in the survey would make this much easier. Review collected by and hosted on G2.com.

SurveyMonkey gives us one tool for creating surveys, collecting responses and managing different types of data collection. We use it for email surveys, telephone interviews and face-to-face interviews, where our interviewers enter responses directly into the survey.

It also allows us to create quite complex surveys with different types of logic without making the survey difficult for the respondent. Once the data collection is complete, we can easily export the data to SPSS or Excel for further analysis.

For us, the main benefit is that the whole process is simple and efficient, from creating the survey and collecting responses to getting the data ready for analysis. Review collected by and hosted on G2.com.

What I dislike most is the lack of granularity in some areas. Permissions for marketing tools tend to come bundled, so I had to split a shared marketing profile into team-specific permission sets. Workflows also have gaps: for example, there's no native way to limit multiple responses in a survey flow, so I end up building workarounds with contact property flags. Some of the most useful capabilities are also locked behind higher tiers. Review collected by and hosted on G2.com.

Marketing Hub gives us one place to manage contacts, automate communication, and track results, instead of scattered spreadsheets and disconnected tools. For example, we trigger CSAT surveys automatically when a ticket is resolved, and because everything runs on the same CRM data, our teams work from consistent information. As admin, this saves me manual work, lets me enforce proper access through team-specific permission sets, and makes it easier to show measurable results for the Operations team's goals. Review collected by and hosted on G2.com.

The main issue I’ve run into is that the gating is easy to bypass. We’d likely capture more leads if it weren’t so easy to skip past it. Review collected by and hosted on G2.com.

Navattic solves the problem of showing product value and generating leads without relying on live demos or constant engineering support. It lets us create interactive, self-guided product experiences that highlight key features and use cases while capturing interest from prospects earlier in the funnel. That’s benefited us by making it easier to educate buyers, generate leads, keep demos current with a quarterly update cadence, and give sales and marketing a flexible asset they can use across campaigns. Review collected by and hosted on G2.com.

The AI review response suggestions could be improved by including keyword phrases to help with “Google Juice,” and by adding the city within the response. For example: “Our transmission shop in Memphis TN.”

The “Listings AI” is about 85% ineffective for our business. We are not an “auto repair shop,” and most of the suggestions aren’t relevant to what we do. That said, it did bring attention to places where an alternate URL was listed, and we were able to correct that, which was helpful.

The “reports” feature is confusing—especially the section that shows the number of email messages sent. For our company, that number always seems off. There are also too many columns, and the labels are very confusing. Renaming more of the columns in a more user-friendly way would help a lot. I often have to reach out to customer service because the column names are not truly indicative of what stat they’re providing (at least to me).

IF Yelp ever allowed Birdeye to include their reviews, without paying, it would be nice! We don’t get enough Yelp reviews to justify paying—and most Yelpers are complainers—so right now, we don’t want more Yelp reviews.

The Google Business Profile “Ask for Directions” stats really should not be displayed, because this stat is inaccurate. I can confirm this with my own business: no one has ever showed up at my door, yet Google reports that ~48 people ask for directions each month. That’s wildly inaccurate. Please remove this from your stats—it makes me question other stats when I see this and know that no one has ever knocked on my door.

The scheduling feature is a valuable addition, but we only use Facebook, and we already use the scheduling feature on the site. If we used more social media venues, it would be much more helpful. Review collected by and hosted on G2.com.

The training is well worth the time! Use the reports as they tell a great story, and give you ideas on how to improve or modify things. Review collected by and hosted on G2.com.

Before we started using Birdeye, our General Managers and front desk staff rarely made it a priority to ask for reviews, no matter how often we encouraged them. Since investing in this software, the owner now expects everyone to use it consistently. Collecting reviews regularly has not only strengthened our reputation, but has also helped us stay competitive—especially during slower times. We’re hopeful that the positive feedback we’ve built up will encourage new prospects to choose our business. In fact, one of our locations made it a priority to increase their reviews last year, and they had a great year, compared to the last 5 years! They now understand how great reviews help prospects make their final decision.

From the Admin area, I can monitor which of our 11 shops are sending out emails, but I still struggle to get them to consistently request customers’ email addresses. I think this would improve our chances of receiving more reviews. Even with my monthly reminders, only two shops reliably ask for email addresses. The others say customers worry about getting too many emails, even though I explain that Birdeye only sends a single reminder if a review hasn’t been left. I keep wondering whether adding some “helper text” in the email reminder—reassuring customers they’ll only receive one email—might make a difference. Any advice or suggestions would be greatly appreciated. Has anyone tried using helper text for this purpose, or has it been considered?

I like the 'reports' feature so I can compare the 11 shops and share the reports monthly with the team.

Our leadership and customer service team at Birdeye always share great tips and recommendations whenever I reach out. They’re fantastic—very responsive and genuinely helpful. If I ask, they’ll send follow-up emails with screenshots and they always offer to set up a call if I need more clarification.

The AI responses are outstanding. I use them and tweak them as needed, but when I’m dealing with “brain fog,” they’re especially helpful and give me a variety of options, which I really appreciate. I love having choices for responses that can be professional, more detailed, comical, and so on. Review collected by and hosted on G2.com.

As a Gainsight administrator, you learn to live in within the constraints and limitations of the application to do what you can for the team. This often means trying to solve a solution multiple times before finding one that works. Rules Engine not working out, try Data Designer. Simple JO Program not working out, try an Advanced JO Program. Review collected by and hosted on G2.com.

Gainsight enables disparate client data to be centralized and actionable for our team. Gainsight is becoming the go-to-solution across the company for storing and centralizing client data, which is a pretty cool change in mindset. Review collected by and hosted on G2.com.

I really don’t have much to criticize. It has been reliable and our team picked it up quickly without any trouble. Review collected by and hosted on G2.com.

ReputationStacker has been a really useful platform for us. We’re receiving more patient reviews, and we have a much better handle on what people are saying across the organization. The AI-generated replies are excellent as well—they come across as professional and personal, without feeling like generic templates. Overall, it’s made it far easier to stay on top of our reputation without turning it into another full-time job. Review collected by and hosted on G2.com.

What I dislike about Pipedrive is that some advanced features and customization options are limited to higher plans. The reporting could also be more flexible, especially when you need detailed sales analysis. Managing a large number of activities and leads can sometimes require additional customization. Review collected by and hosted on G2.com.

Pipedrive helps solve the challenge of managing a large number of leads, follow-ups, and ongoing deals in one place. It gives me a clear view of where each lead is in the sales process and helps me stay organized with follow-up activities. This saves time, improves lead management, and reduces the chances of missing potential opportunities. Review collected by and hosted on G2.com.

One of the disadvantages is the pricing for different editions. Not every kind of company can afford the license cost. The enterprise edition, for example, has several limitations which then require additional costs for more flexibility. Salesforce releases new features at such a fast pace that it's not always possible to keep up to date with them. Sales Cloud is very vast, and for someone to implement a complex use case, they need to know a lot, like customizable forecasts and revenue generation. Companies charge a lot to implement Sales Cloud if you are outsourcing to consulting firms. Review collected by and hosted on G2.com.

In our organization, we are utilizing Sales Cloud to handle the B2B onboarding process, which is currently a complex process. With robust process automation, we are able to streamline the entire sales process. This results in reduced manual intervention, tailored solutions for our process, easy-to-maintain CRM processes, and visibility into pipeline information. Review collected by and hosted on G2.com.

The least helpful part of HubSpot Sales Hub is the pricing. It gets expensive quickly as you move to the Professional or Enterprise tiers and add more users, and key features like advanced sequences, forecasting, and custom reporting are locked behind higher plans. Customization can also feel limited for more complex sales processes, and reporting isn't as flexible as some competitors. Occasionally, email sequences and tracking hit sending limits, and the add-on costs for extra features can add up over time. Review collected by and hosted on G2.com.

HubSpot Sales Hub helps us manage outbound business development across North America, Europe, and APAC from one place. Before, prospect data, email follow-ups, and deal tracking were spread across spreadsheets and inboxes, which made it easy to lose track of conversations. Now sequences automate our follow-ups with C-level prospects, email tracking shows us who's engaged, and the meeting scheduler handles booking across time zones. The pipeline view gives us and leadership a clear picture of where every deal stands, which makes forecasting and prioritizing much easier. Review collected by and hosted on G2.com.

I’d still like to see more advanced reporting and analytics available directly within the platform. Having more flexibility to build custom dashboards, visualize trends, and drill down into QA data without having to export it and work on it separately would make the reporting experience much stronger. Review collected by and hosted on G2.com.

It helps us in reviewing random Intercom conversations and Freshdesk tickets. We generate a weekly report using the scorecard to improve the overall quality of the Support we offer. 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.

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.

What I dislike most about Zoho Desk is that the platform can feel complex at first, especially in the administration and configuration areas. There are many settings, modules, and options, and sometimes it takes time to understand where a specific feature is configured or how different settings interact with each other. Review collected by and hosted on G2.com.

Zoho Desk helps centralize customer support activities in one place instead of managing requests across separate emails and communication channels. It provides a structured way to manage tickets, assign work to agents and teams, track ticket status and priorities, apply SLAs, and automate repetitive support processes. The automation and reporting capabilities are particularly useful because they reduce manual work and provide better visibility into ticket volumes, response times, SLA performance, and agent activity. Having knowledge base, multiple communication channels, customer information, and support analytics within the same platform also makes the overall support process easier to manage and more consistent. Overall, it helps create a more organized support workflow and makes it easier to monitor service performance and identify areas that need improvement. 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.

Although the assistance from Insider is excellent, we would recommend to have longer training session and products discovery. They did provide online guides and PDF with other important information to understand all their products also they provided blogs to read Review collected by and hosted on G2.com.

Insider has provided valuable data from A/B testing landing pages, website elements and various email and other communication channels A/B test data to sharpen our marketing strategy and draft nice marketing materials. Insider also helping us to make an urgent campaigns to test the data, build Architect journeys to target our potential customer on their buying journey and most importantly the reporting to understand overall impact. Review collected by and hosted on G2.com.

An advocate can provide accurate information and follow procedures correctly but still receive a lower survey score because of factors outside their control, such as benefit limitations or claim outcomes. Review collected by and hosted on G2.com.

A major goal is improving whether the customer's issue is resolved during the interaction. Internally, SQM recognition programs are tied to "world class calls," where the customer's issue is resolved and the customer reports being very satisfied. Review collected by and hosted on G2.com.

One downside of Fathom is that the language and wording could be improved, particularly because our client is British and some of our staff are from Nigeria. At times, the accents, expressions, and words they use are not accurately captured, so some parts of the transcript or notes may not quite match what was actually said. It would be helpful if Fathom could better recognise different British and Nigerian accents and expressions. Review collected by and hosted on G2.com.

Fathom helps us solve the problem of manually taking detailed notes during meetings. It saves time, ensures that important points and action items are captured, and makes it easier to review and refer back to discussions afterwards. It also helps improve accuracy and consistency in our meeting records. Review collected by and hosted on G2.com.

Occasionally the speed at which pages load can be slow, but this is a consistent issue across many CRM platforms due to the sheer amount of data they need to index and manage. I'd love to see this improved so it can keep up with my blistering work pace! Review collected by and hosted on G2.com.

Our business involves making paper processes digital and a modern CRM platform that can handle a diverse set of quite specific requirements, including integrations with our other software platforms – Outlook, Claude, Freshdesk and our own bespoke systems – which makes seamless operation essential.

Simple is all we're about, and having sampled all the alternatives out there, the process here is the most streamlined and at a highly competitive price. Being able to access the majority of features without being bombarded with internal advertisements is also a huge plus. Focusing on the work is important, distractions can be hugely detrimental so it's great to see there are none. Review collected by and hosted on G2.com.

The only downside I can think of is that there are so many options to choose from that it can feel overwhelming at times. To narrow things down, I often lean on my coworkers’ experience to decide which tools are most applicable to our customer base, so we can maintain a unified internal procedure when helping our customers. Review collected by and hosted on G2.com.

ChurnZero helps me automate alerts and tasks so I’m not missing any necessary outreach. In particular, we can set renewal alerts for six months out, three months out, and so on, which allows us to stay proactive about customer health instead of having renewal conversations catch us off guard. We’ve also looped other teams into these alerts, like our renewal team, so they get a timely heads-up and reminder to start preparing. Overall, it’s helped align our efforts and ensures no one falls through the cracks.

I also really like the draft follow-up email option because it saves time when I’m recapping conversations after customer meetings. I don’t have to stress if my notes weren’t perfect and then spend extra time crafting a response to make sure I captured everything we discussed. ChurnZero generates a thorough draft email that I can quickly edit to sound more like me, without losing any important details. It helps me come across as a very thorough partner to our customers, and I’m genuinely thankful for that.

ChurnScores are another feature I get a lot of value from. Our Executive Leadership Team often wants a board-level view of customer health while forecasting ARR for the company, and ChurnZero gives them a quick snapshot of ChurnScores so they know which customers to focus on and where to ask more questions. The churn scores also alert our CSMs when there are negative changes, so we can proactively reach out and address the concerns being flagged. Review collected by and hosted on G2.com.