What really helps on my side is being able to see the technical questions and issues coming in without having to constantly chase the support team for updates. I can quickly check volume trends, the most common reasons people reach out, and which channels are driving the most activity. That information feeds directly into the technical content, help articles, and campaign messaging I work on. Having social and digital contacts in the same system also makes it easier to spot which topics are generating the most noise and where the biggest spikes are coming from. Review collected by and hosted on G2.com.

Some of the reporting filters take more steps than they should when I’m just trying to get a clean view of technical or product-related contacts. The interface overall feels clearly designed more for agents and supervisors than for someone pulling marketing insights, so I end up exporting data more often than I’d prefer. I’ve also had a few instances where certain digital interactions took longer than expected to appear. Review collected by and hosted on G2.com.