Customer Experience Software

There's a slight learning curve with getting accounts attached to their platform. It took me a week and several emails and phone calls to get our Meta Account appropriately set up on the platform so we could promote posts from Sprout. Review collected by and hosted on G2.com.

I manage several accounts from one location, ensuring nothing gets missed. It's fast and reports on competitors and post stats, helping us see if we're beating competitors and posting the right content. Review collected by and hosted on G2.com.

There are a lot of features, so the setup and learning curve can take some time at first. Some settings are not always obvious right away, but once you use it regularly, it becomes much easier. Review collected by and hosted on G2.com.

Birdeye helps us manage reviews, messages, and customer feedback across multiple locations in one place. The UI is pretty easy to use once you get used to it, and the dashboard makes it simple to see what needs attention. The integrations help pull everything together so we are not checking multiple sites manually. Performance has been reliable overall, and it saves our team time every week. From an ROI standpoint, it helps us stay on top of our online reputation and respond faster, which is valuable for a large organization. Support and onboarding were helpful when getting started, especially with setting up locations and workflows. I also like the AI tools because they make it easier to spot trends in customer feedback and understand what people are saying without reading every review one by one. Review collected by and hosted on G2.com.

Sometimes the Fathom icon to add it to the room does not appear, I have to manually add it, and sometimes it still won't appear. Sometimes it takes a while to appear in the waiting room. Maybe I am doing something wrong

Sometimes the notes aren't the most accurate. Like it doubled the price I was giving to my client... maybe that was a sign to raise my prices haha.

It can be a little overwhelming knowing with all the features and how to utilize them properly. Review collected by and hosted on G2.com.

I don't have to take notes (my handwriting ain't pretty ya'll)

It sends the notes to others, really helpful for meetings with potential and current clients Review collected by and hosted on G2.com.

Any CRM has some level of clunkiness, but HubSpot is really easy to adjust to. The only thing I personally dislike are the tier limits. The free tier is powerful but you'll find the ceiling quickly. The Starter tier will get you into more complex marketing but you need to be careful about your Marketing Contacts. I don't recall the limitations on custom properties, but the limits on HTML for email can be frustrating if you are more comfortable building that way. Little things. I always seem to come back to HubSpot after trying other tools. Review collected by and hosted on G2.com.

Email marketing - getting me more leads

Integrations - helping me customize forms and user experiences on my website

Content Remix - this is so powerful. Widen your funnel with the content you already have

Automation - the social tools aren't perfect especially at lower tiers, but the workflows and such really help move things through the funnel Review collected by and hosted on G2.com.

Staircase AI is a new and beautiful feature we use in our application, but it lacks documentation. If that fixes, we will have more opportunities to learn and use it as CS. Review collected by and hosted on G2.com.

Gainsight Customer Success solves our problems on time and shares the right documentation. Right now, we’re facing an issue with Staircase AI data flow related to Zoom call meeting summaries, along with “API limit exceeded” errors.

The team is working through it by explaining what’s happening and fixing where the data is getting stuck in the flow from Chrous to Staircase to Gainsight. Their guidance is helping us understand this flow more clearly and in greater detail. Review collected by and hosted on G2.com.

The feature tier structure is probably my biggest pain point. Some fairly basic functionality, like removing the SurveyMonkey branding or accessing more detailed response data, sits behind higher-paid plans, which makes it hard to justify for occasional use. It would feel more fair if the free and entry-level tiers were a bit more generous, especially for smaller teams or individual users. Review collected by and hosted on G2.com.

The main problem it solves for me is getting structured feedback from a group without the chaos of email threads or informal back and forth. When I need a quick pulse check or want to gather input before a meeting, I can put something together in a few minutes and have responses coming in the same day. The biggest benefit is that it removes the friction of chasing people down, a clean survey link gets more responses than a follow-up email asking the same questions. It's not a complex tool for me, but it reliably does what I need without getting in the way. 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.

One thing I dislike about Agentforce Sales is that the platform can feel overly complex, especially during the initial setup and customization process. Many users report that configuring workflows, automations, and reports often requires dedicated admin support or technical expertise. The large number of settings and menus can also make troubleshooting difficult for new users. Review collected by and hosted on G2.com.

Agentforce Sales helps solve common sales challenges such as manual data entry, inefficient lead follow-ups, poor pipeline visibility, and time-consuming account research. Its AI-powered automation handles repetitive tasks like updating CRM records, prioritizing leads, generating personalized outreach, and summarizing sales conversations, which allows sales teams to spend more time building customer relationships and closing deals. 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.

One challenge I’ve experienced with HubSpot Sales Hub is the limited visibility into sequences across users, even at the enterprise level. While I can access them as an admin by logging in as another user, there isn’t an easy way for team members to view or learn from each other’s sequences. This makes it more difficult to train new users, share best practices, and replicate successful outreach strategies across the team. Review collected by and hosted on G2.com.

HubSpot Sales Hub solves the challenge of managing the entire sales and client lifecycle in a single, centralized platform. It brings together client and prospect tracking, email communication, outreach, forms, reporting, and analytics, eliminating the need for multiple disconnected tools. This benefits me by improving organization, increasing visibility into pipeline and performance, and enabling more efficient, data-driven outreach and relationship management. Review collected by and hosted on G2.com.

Sometimes the AI transcripts aren’t accurate enough, and they don’t always interpret the conversation in the appropriate way. Review collected by and hosted on G2.com.

Gong helps solve the problem of limited visibility into customer conversations and sales execution. Traditionally, important client insights, objections, competitive feedback, and deal risks stayed siloed with individual reps or scattered across notes and emails. Gong centralizes and analyzes these interactions using AI, which makes it easier to spot patterns, improve forecasting accuracy, and ensure teams are following best practices.

For me, the biggest benefit has been clearer visibility into customer sentiment and overall deal health without needing to be present in every conversation. It helps surface risks earlier, understand what messaging resonates with clients, and improve collaboration across sales, customer success, and leadership teams. It also supports faster onboarding and more effective coaching by using real customer conversations as learning material. Review collected by and hosted on G2.com.

The biggest downside is that the platform can feel a little overwhelming for new users, since it offers so many features and customization options. The initial setup and configuration can take a while, and some of the more advanced workflows require technical know-how to manage effectively. Review collected by and hosted on G2.com.

Agentforce Service is helping us manage customer support requests in a more organized and efficient way. It has improved case tracking, strengthened team collaboration, and sped up response times, while also reducing manual work through automation. As a result, our productivity has increased and we’re able to deliver a better overall experience for customers. Review collected by and hosted on G2.com.

One limitation I noticed is that advanced reporting and analytics customization still feel somewhat limited when trying to track more detailed workflow metrics or compare multiple activity trends together.

I also experienced occasional synchronization delays between email/calendar integrations and activity tracking, especially during heavier workflow usage.Another challenge is that while the platform works well for pipeline tracking and coordination activities, handling more complex cross-functional workflows sometimes requires additional external tools or manual adjustments.

From a UI perspective, certain detailed customization options for dashboards and data organization could be more flexible. Review collected by and hosted on G2.com.

Before using Pipedrive, follow-ups, coordination activities, pending approvals, and communication tracking were mostly managed manually through spreadsheets, email threads, and personal reminders. During busy project schedules, this sometimes created delays in tracking pending discussions or remembering the latest activity status.

Pipedrive solved this by providing a centralized workflow where activities, discussions, reminders, and follow-up stages could be tracked visually in one place. For example, during supplier coordination and internal project communication activities, I could quickly check pending actions, scheduled follow-ups, and completed discussions without searching through multiple emails or notes.

The automation reminders and activity tracking also reduced missed follow-ups and improved response consistency during ongoing coordination tasks.

From a workflow perspective, this improved visibility, reduced manual tracking effort, organized communication activities more efficiently, and helped maintain better continuity during project-related coordination workflows Review collected by and hosted on G2.com.

One limitation in my experience was that I didn’t have enough time to fully explore all of Zoho Desk’s advanced capabilities. The platform offers a wide range of features, integrations, and automation options, so there’s a real learning curve before you can evaluate everything in depth.

At first, some parts of the interface and the configuration process can feel overwhelming, especially when you start working with more advanced workflows and customization settings. Because of that, teams may need extra time to understand the setup and take full advantage of all the available functionality.

That said, the features I did use worked well overall, and the platform showed strong potential for improving support operations and keeping workflows better organized. Review collected by and hosted on G2.com.

Zoho Desk helps centralize customer support operations and organize communication workflows in a more structured way. Instead of handling requests across multiple disconnected channels, the platform makes it easier to manage tickets, track conversations, assign responsibilities, and monitor response times from a single place.

One of the biggest benefits has been improved visibility into support activity and task ownership. Features like ticket categorization, automation rules, and SLA management help reduce manual coordination and make day-to-day operations more efficient.

The platform also helps streamline workflows by automating repetitive tasks such as ticket assignment, notifications, and status updates. This reduces operational overhead and allows teams to focus more on resolving issues rather than managing processes manually.

Another benefit is the integration capability with other tools and services, which improves collaboration between support, operations, and customer management processes.

Although I did not have enough time to fully explore every advanced feature, the platform already demonstrated clear value in improving organization, workflow consistency, and overall support management efficiency. Review collected by and hosted on G2.com.

The least helpful aspect of Zendesk for internal customer service is that while it is powerful, it can become overly complex, expensive, and less efficient as teams scale. From an integration perspective, it supports many third-party tools, but setting them up and maintaining them often requires technical expertise, and some integrations come with additional costs or compatibility issues, which can slow implementation. In terms of performance, users sometimes experience slower load times and system lag when ticket volumes grow or when running complex reports, which can impact agent productivity and response speed. For support, there are frequent complaints that response times can be slow on lower-tier plans, and resolving complex issues often requires escalation, which can be frustrating for internal teams that need fast resolution.

Regarding AI, while Zendesk offers automation and AI features, they are often paid add-ons and may feel limited or not fully accurate for more complex internal workflows, requiring additional tuning and configuration to be effective. Review collected by and hosted on G2.com.

Zendesk for internal customer service helps solve problems related to managing internal requests, improving response times, and creating visibility into support workflows across teams. Before using it, internal requests were often handled through email chains, chat messages, or spreadsheets, which made it easy for issues to get lost, delayed, or duplicated. Zendesk centralizes all requests into a single ticketing system, ensuring nothing is missed and everything is tracked from submission to resolution.

It benefits us by improving accountability and transparency, since each ticket has an owner, status, and priority level. This helps teams collaborate more effectively and resolve issues faster. It also improves reporting and analytics, allowing us to identify recurring issues, measure response times, and optimize support processes. Review collected by and hosted on G2.com.

The main challenge we’ve faced hasn’t been with the platform itself, but with getting our stores into the habit of consistently closing the loop. It took time for teams to understand the process, build it into their routines, and feel confident navigating the system. Early on, that created some frustration simply because it was a new workflow and required a shift in behaviour at store level. It continues t be a challenge with some of our stores.

If anything, the notifications stores receive could be more urgent and clearer so that the loop gets closed in time. When stores are busy, messages that don’t stand out can easily be missed, which slows down the process. Stronger, more attention‑grabbing alerts would help reinforce the importance of responding quickly.

That said, it has been getting noticeably easier as our teams become more familiar with the platform. The support we’ve received from Resonate — particularly around onboarding stores, reinforcing best practices, and helping us streamline the process — has been excellent. With their guidance, what started as a learning curve is now becoming part of our normal rhythm, and stores are far more comfortable closing the loop consistently and on time. Review collected by and hosted on G2.com.

Resonate CX has helped us bridge a long‑standing gap between the feedback we were collecting and the insights we actually needed to improve the customer experience. Previously, we had plenty of comments coming in but no reliable way to understand the patterns behind them or identify which issues were having the biggest impact across our stores. Resonate has changed that completely. It gives us a clear view of what customers are experiencing, why it matters, and where we should focus our attention to lift performance.

One of the most valuable shifts has been the way it supports timely, meaningful follow‑up with customers. By centralising feedback and making the process more structured, our stores are now able to respond faster and more consistently, which has strengthened trust and improved the overall customer journey. That improvement has flowed through to our online presence as well — we’ve seen a genuine uplift in our Google rankings as customer sentiment improves and our responsiveness becomes more visible.

The platform has also helped us align the entire network around the same priorities. Instead of each store interpreting feedback in its own way, we now have a shared understanding of what customers are telling us and a clear path for acting on it. Combined with the ongoing support from Vereen and the Resonate team, we’ve been able to embed these practices in a way that’s sustainable and genuinely beneficial for both our customers and our business. Review collected by and hosted on G2.com.

The main issue was the gap between what was presented during the sales process and how the platform actually performs in practice.

Integration with GoHighLevel was a key requirement for us and was described as workable via Zapier, however in reality this was limited to a basic trigger and did not support a usable workflow.

In addition, campaign execution did not align with configured behaviour. Campaigns set to run at specific volumes and frequencies were significantly restricted in practice. For example, email campaigns configured to run continuously produced only a fraction of expected output, and LinkedIn outreach set for daily activity was reduced to minimal execution levels.

This made it very difficult to generate results at scale, regardless of configuration.

We also experienced an issue involving account and billing communication being shared across clients, which raised concerns around account separation and internal controls. Review collected by and hosted on G2.com.

The platform aims to solve outbound lead generation through automation across multiple channels. In theory, it should reduce manual effort and allow campaigns to run at scale.

However, in our experience, the limitations in execution and integration prevented it from delivering those benefits in a practical way. Review collected by and hosted on G2.com.

While Evaluagent is a highly effective tool overall, there are a few areas where improvement could further enhance the user experience. One area is the initial setup and customization of the scorecard. One of the main challenges we experienced during the initial setup was the time and clarity required to design a scorecard that accurately reflects our business needs. To further improve the initial setup experience, the AI-assisted scorecard builder should be improved, and dynamic recommendations based on usage and an interactive calibration dashboard should be taken care of to make it more efficient. Review collected by and hosted on G2.com.

Evaluagent solves the issue of limited visibility from QA sampling and reduces the time and effort spent on manual reviews. Review collected by and hosted on G2.com.

Sometimes the calling doesn't work. It drops calls. I get too many unnecessary notifications from appointment. I don’t like that it creates new opportunities when I book decision meetings and second meetings, I would prefer if it would just foster the original booking opportunity. Review collected by and hosted on G2.com.

I use Close to stay organized by tracking meetings and leads. The follow-up prompts for emails, texts, and calls are very useful. I can easily create tasks and appreciate the old version of the opportunities list for clarity. Review collected by and hosted on G2.com.