Customer Experience Software

There isn’t much I don’t like about Fathom. It’s basically a perfect app for its purpose, and it really does its job well. The only thing I’m not that fond of is the “Ask Fathom” option. For some reason, it doesn’t feel very intuitive to me, and it doesn’t seem that smart, although overall it still works fine. Review collected by and hosted on G2.com.

Taking notes can be really annoying a lot of the time, and sometimes I just want to focus on the meeting. Having a notetaker running in the background is amazing, especially when there’s a lot to follow up on afterward. Review collected by and hosted on G2.com.

In the beginning, it took some time to understand where everything is placed, especially the different sections. Also, when many posts are scheduled together, the page can feel a bit slow sometimes. But after regular use, it becomes easier to handle. Review collected by and hosted on G2.com.

Earlier, I used to post separately on LinkedIn and Twitter, which took extra time and sometimes I forgot to post on busy days. It was difficult to keep posting regularly. After using Sprout Social, I started preparing posts in advance, usually for topics like antenatal checkups and menstrual health awareness. Now posts go on time even if my work schedule is busy. It has made posting more regular and less stressful. Review collected by and hosted on G2.com.

There's nothing that I dislike about Birdeye. There are times when we may not use all of the features, but that's simply because we don't need them at that time. Review collected by and hosted on G2.com.

Birdeye helps us monitor online reviews, giving us alerts for negative feedback so we can investigate and resolve issues. It also allows us to promote positive reviews on social media and has AI-generated responses for positive feedback, enhancing our online reputation management. Review collected by and hosted on G2.com.

As you grow, costs can increase pretty quickly, especially when adding more contacts or upgrading tiers.

While basic features are easy to use, some of the more advanced workflows and automation take time to fully learn.|

Setting up workflows and sequences can be a bit overwhelming initially until you get used to the system. Review collected by and hosted on G2.com.

HubSpot Marketing Hub helps us stay consistent with customer communication and follow-ups. Features like email sequences and automated workflows reduce manual work and make sure no leads or inquiries fall through the cracks.

It also keeps all contact activity in one place, which makes it easier to track engagement and stay organized without switching between multiple tools. Overall, it’s helped improve efficiency and response time across our team. Review collected by and hosted on G2.com.

I suppose there is a bit of a learning curve in terms of getting used to Substrata. There is just so much data provided, and sometimes it can feel a bit overwhelming when you first open the program. I have found that there can be a bit of clutter on the dashboard when you are juggling many high-volume conversations at once. It takes a week or two to really get used to the interface. Review collected by and hosted on G2.com.

Substrata is solving the problem of deal blindness. As the founder, I cannot be in every single deal. Even if I were in every deal, I might not pick up on the subtle social cues. Substrata is helping me pick the deals that I should be focusing my time on versus the deals that will probably not go anywhere. It is helping me focus my time on the clients that are actually engaged with me. Review collected by and hosted on G2.com.

As a growing SMB, some of the platform's more advanced features require a level of technical resource we don't always have readily available in-house. More guided setup flows and SMB-friendly templates would lower the barrier to entry. Pricing transparency for smaller-scale operations could also be clearer during the evaluation stage. Review collected by and hosted on G2.com.

As a company dedicated to bringing global edtech innovations to students and teachers in Turkey — including AI-powered education concepts, Felix Education operates at the intersection of technology and learning. Engaging both students and educators through digital channels requires more than generic email blasts; it requires timely, relevant, personalized communication. Insider One has given us the infrastructure to do exactly that, helping us build more meaningful engagement with our user base across the student and teacher journey. Review collected by and hosted on G2.com.

While Gong delivers powerful insights, some aspects of the user experience could be improved. The interface can feel overwhelming at first, especially for new users, because of the volume of data and features. Implementation and setup took some initial effort, and filtering or finding specific calls can sometimes be unintuitive. Overall it’s valuable, but smoother navigation and simpler onboarding would make it even better. Review collected by and hosted on G2.com.

Gong solves the problem of relying on subjective or incomplete feedback from sales calls by automatically capturing, transcribing, and analyzing all conversations. Before Gong, coaching and deal visibility were limited by what reps reported or managers observed directly, which caused inconsistencies. With Gong, we get objective, searchable insights into every sales interaction, enabling better coaching, faster ramp‑up for new reps, improved messaging consistency, and earlier identification of deal risks or opportunities. This has strengthened our sales performance and forecasting accuracy. Review collected by and hosted on G2.com.

The playbook templates are solid but could use more customization options out of the box. We ended up tweaking email sequences quite a bit to match our tone. Also, reporting on playbook performance is still a bit basic, I'd like deeper analytics on which interventions actually moved the needle, not just that they fired. Review collected by and hosted on G2.com.

We're a small CS team covering a growing customer base, so we can't manually monitor every account. CustomerScore flags the accounts that need attention, either because dropping engagement, stalled feature adoption, upcoming renewals with low usage. It's cut our reactive churn conversations significantly. We're intervening earlier and more consistently now. Review collected by and hosted on G2.com.

I think it would be great if we can somehow introduce a functionality to manually create voice call records for testing without needing to set up a contact center. Currently, I was working on a ticket where this feature was required, and I needed to connect with Salesforce help to get it figured. Review collected by and hosted on G2.com.

I use Agentforce Sales to automate lead tracking and opportunity creation, saving time and improving efficiency. With features like email templates and channel-based task routing, our team collaborates better across calls, chats, and emails. 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.

While the platform is powerful, it can sometimes feel complex and overwhelming, especially for new users. Certain configurations require multiple steps or deep technical knowledge, which can slow down adoption. Additionally, the interface can feel crowded, and performance may lag when handling large volumes of data or custom workflows. I also find that some AI features require additional setup or licensing, which can make the overall experience less straightforward. Review collected by and hosted on G2.com.

Agentforce Service helps streamline and centralize customer support by bringing all cases, interactions, and customer data into one place. It reduces manual work through automation and AI‑driven suggestions, which speeds up case resolution and improves accuracy. The platform also helps ensure consistency across teams by standardizing workflows and providing real‑time insights. As a result, it becomes easier to deliver faster, more personalized support, improve agent productivity, and maintain a better overall customer experience Review collected by and hosted on G2.com.

In template sections, unable to create tables like Excel, that can be incorporated. If I have to email with multiple line items with cost etc, in such scenarios table (Row and columns) add-on can be helpful. Review collected by and hosted on G2.com.

I find HubSpot Sales Hub user-friendly, providing fine insights and reporting dashboards. The dashboard gives single window info for data parts, email templates are easy to customize for bulk emails, and AI-assisted call summaries simplify understanding of call descriptions, improving coordination. Review collected by and hosted on G2.com.

At first, there are a lot of options and additional add-ons to sort through. There are also quite a few notifications prompting you to upgrade right away, which I understand from a business perspective.

I also had to do a bit of research and go through some tutorials to learn how to set the personas and parameters to get good search results. On top of that, I needed to look into how the credits work so I could understand what I was using. Basically, I had to learn a bit before I could use it properly. Review collected by and hosted on G2.com.

The problem Apollo.io is solving for me has two parts: first, it helps me confirm the name of the person who holds the position I’m targeting at manufacturing companies. Second, it helps me confirm that I have the correct phone number and email address for that person. Review collected by and hosted on G2.com.

Advanced features can be complex to master

Initial setup takes time for larger teams

Limited Features on Lower Plans

Best features locked behind higher-priced tiers

Free version is quite basic

Performance Issues

Occasional slow loading times

Can lag with large ticket volumes

Mobile App

Mobile experience not as robust as desktop

Some features missing on mobile

Customer Support

Response times can be slow

Support quality varies

Reporting Limitations

Advanced reporting requires higher plans

Custom reports can be tricky to build

Integration Issues

Some third-party integrations feel limited

Non-Zoho integrations not always smooth

UI/UX Concerns

Interface can feel cluttered at times

Navigation not always intuitive

Email Formatting

Occasional issues with email rendering

Formatting problems in ticket responses Review collected by and hosted on G2.com.

Increased efficiency - Less time on manual tasks

Faster resolutions - Customers get help quicker

Happier customers - Better service experience

Reduced workload - Self-service deflects tickets

Better insights - Data-driven decisions

Cost savings - Do more with fewer resources

Scalability - Grows with your business

Improved team morale - Less stress, clearer workflows 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.

As easy as it is to implement Pipedrive into workflows in the sales team, it is sometimes difficult to establish good connections to other platforms and systems. It is definitely possible! The API support is great for individual solutions, but unfortunately, the native apps and integrations provided by Pipedrive often have limited capabilities here. Review collected by and hosted on G2.com.

We use Pipedrive to unify our sales processes, automate them, and thereby make them especially more efficient and effective. The Pipedrive Workflow Automations are the tool I currently find most useful - but also the insights and analyses that can be built in conjunction with the right field architecture are very valuable. Finally being able to see what the team is actually doing and how successful they are has allowed us to both further strengthen our peak performers and design useful tools for the rest, which support them in processes like hunting. Review collected by and hosted on G2.com.

One downside of SurveyMonkey is that some advanced features and detailed analytics are only available in the paid plans. In the free version, there are limitations on the number of questions and responses you can view, which can restrict more complex surveys. Additionally, customization options for survey design could be more flexible in certain cases. Review collected by and hosted on G2.com.

SurveyMonkey solves the challenge of efficiently collecting and analyzing feedback from a large group of people. Instead of manually gathering opinions or responses, the platform allows users to quickly create surveys, distribute them to different audiences, and automatically collect responses in one place. This helps save time and ensures that feedback is organized and easy to analyze. For me, it is beneficial because it provides clear insights through reports and visualizations, making it easier to understand trends and make informed decisions based on real data. Review collected by and hosted on G2.com.

The volume of feedback received is relatively low, typically around 10–20%, which means it may not always reflect the experience of the wider customer base.

Excluding scores of 7 and 8 can limit transparency, as many people would still consider 8 out of 10 to represent a positive experience.

Some customers may believe their feedback is being given confidentially and may not expect to be contacted directly by centre teams to discuss it.

Perceptions of what is “good” or “bad” are subjective and can vary significantly from one customer to another.

Some negative feedback relates more to brand-level or head office processes, which may sit outside the control of centre teams and be difficult for them to resolve directly. Review collected by and hosted on G2.com.

CX gives us valuable insight into how customers experience our business. It helps us understand what we are doing well, while also highlighting where we need to improve.

As with most businesses, our people are our greatest strength, but they can also be where inconsistency is felt most by customers. That is why continuing to support and develop our teams is so important.

With this in mind, we are investing in our onboarding process for new families as a key priority for the year ahead, helping us create a stronger and more consistent experience from the very beginning. Review collected by and hosted on G2.com.

The different price tiers can be frustrating. As is the fact that we have to pay for more than one login, even though we already pay for the service. There should be unlimited users with a paid service. Review collected by and hosted on G2.com.

Zendesk allows our users to reach out to us when they need help. The ticketing system keeps everything organized and ensures that only one person is replying to each ticket at a time as we can solve it when we are done with it. Review collected by and hosted on G2.com.

Sometimes updates or changes made in Close dont reflect immediately, so I have to refresh the page to see the latest activity. This can be a little annoying when I’m in a hurry to check if a reply was sent or a note was saved. Also, I feel the notification alerts could be more reliable, because I still end up checking manually to make sure nothing is missed. Review collected by and hosted on G2.com.

Earlier in my daily work, I used to keep enquiry details in my phone notes or try to remember follow-ups in my head. On busy clinic days, a few things would slip through, and I had to double-check messages again and again. With Close, I can quickly see who contacted me, what we discussed earlier, and what I still need to do next, all on one screen. This reduces back-and-forth and saves time during the day. It also helps me keep a simple history of patient communication, so when someone messages again after a few days, I don’t start from zero. At last, it makes handling enquiries feel less messy and more controlled. It gives me a clearer view of pending work without adding extra steps. Review collected by and hosted on G2.com.