G2

Verified User in Computer Networking

Small-Business (50 or fewer emp.)

8/30/2026

"Centralized Customer Communication with Locomotive"

4/5

What do you like best about Locomotive?

What I like best about Locomotive is its unified single‑view inbox that consolidates webchat messages, missed‑call alerts and incoming customer messages all in one place. I’m Ole Or, CX & Survey Administrator at Linkwave Tech Group, our 42‑person computer‑networking firm. Before we adopted this tool, customer chat threads, support call logs and survey feedback were spread across separate systems, and that disjointed workflow burned us badly. After one of our business‑router firmware maintenance updates, a key business client submitted a low‑satisfaction survey about persistent packet loss and also sent in a webchat message. Our support team replied to the chat ticket, yet they never saw the critical survey feedback, forcing that frustrated customer to escalate their complaint a second time. Now whenever I spot negative feedback from our customer satisfaction surveys, I can open Locomotive and pull up that customer’s full communication history right away. I can review past webchat conversations and missed support‑call records to get complete context around their network‑service issues, instead of jumping back and forth between multiple platforms. When we finish a network maintenance window and complaints flood in, I can quickly scan through the inbox, identify high‑priority unhappy customers, and assign those urgent threads directly to our network support technicians inside Locomotive. I also appreciate how intuitive the interface is for our non‑technical support staff. Team members with limited technical training can easily look up message histories and handle customer cases without lengthy training courses. It saves our CX team plenty of daily manual context‑gathering work and keeps us from letting serious customer complaints fall through the cracks like we did in that earlier incident. Review collected by and hosted on G2.com.

What do you dislike about Locomotive?

The largest gap is zero‑native survey‑platform integration. After our large‑scale post‑maintenance satisfaction survey, I exported hundreds of survey responses as CSV and manually matched contact IDs inside Locomotive. During that tedious process, I mismatched seven customer profiles, pairing negative survey feedback with completely unrelated chat histories. Thankfully I caught this error during my end‑of‑week quality check before handing cases to support; otherwise, our technicians would have reached out to the wrong customers about network problems they never faced. Migrating our customer records over from SugarCRM during initial setup was another headache. Many of our custom CX fields did not map over cleanly. My first import corrupted around 55 customer service‑plan records, and I had to delete the whole dataset and redo the import entirely. There are no out‑of‑the‑box workflow templates built for CX and survey‑administrator roles, so I needed to build every tag and case‑assignment rule manually. Early on we also hit a webchat widget bug where some enterprise‑client submissions would not show up inside Locomotive, and I went through multiple back‑and‑forth support sessions to get it stable. On top of that, there is no ready‑made connector for Nimble CRM. Every time I finish reviewing customer threads, I copy‑paste key feedback notes manually, which opens the door for human error. Even with all these drawbacks, Locomotive still gives us the central message hub we need for daily CX operations. Review collected by and hosted on G2.com.

What problems is Locomotive solving and how is that benefiting you?

We implemented Locomotive specifically to fix the siloed‑communication problem we experienced when relying on SugarCRM and separate chat widgets. That painful incident after our router‑firmware update still sticks with me: a business customer reported serious packet‑loss issues both in a low‑score survey response and via webchat. Our team answered their chat message but completely missed their survey feedback, and the customer was forced to escalate twice. We almost lost that valuable business account due to scattered customer data. Locomotive brings webchat, prospect messages and missed‑call notifications all into one single workspace. When I uncover poor satisfaction scores from our surveys, I look up that customer within Locomotive to pull their full chat and call history. I can see every past support interaction they have had regarding router outages, packet loss or portal glitches, giving me full context before I assign their case to our network engineers. After our recent network‑maintenance event, dozens of frustrated customers reached out, and Locomotive let me quickly sort through incoming threads and push urgent cases directly to support. Still, it is not a fully automated solution. I still manually match CSV survey data and copy notes over to Nimble CRM, which created that seven‑record‑mismatch mistake I mentioned earlier. Initial data migration from SugarCRM also brought messy field‑mapping errors. Even with those ongoing manual tasks, Locomotive stops survey‑driven complaints from being isolated away from customer‑support conversations, prevents repeat customer‑experience failures, and makes sure our hard‑won survey insights actually turn into real service improvements for our business‑network clients. Review collected by and hosted on G2.com.