Customer Experience Software

Since I'm European based, GDPR compliancy. Fathom's servers are located in the US, and use the Data Processing Agreement to be compliant. Would love the possibility to have the data stored in an European based server. Review collected by and hosted on G2.com.

As a consultant, I'm running lots of meetings with various clients where its beneficial to stay engaged in the session. Taking notes, writing to-do's, and writing email follow-ups then cost me quite a lot of work and loss of efficiency. With Fathom taking notes, and creating to-do's that are automatically emailed to everyone. I can focus on creating more value for my customers in less hours. Review collected by and hosted on G2.com.

One small suggestion I'd like to see: If there was a direct link in the notification emails to take you straight to the review to be answered, that would be great!

I'd also like to see a greater selection of canned responses, but that's a very minor point. Review collected by and hosted on G2.com.

It's giving me all my reviews in one place, making it so I don't have to navigate to a dozen different sites to answer my reviews. It also keeps stock answers pre-loaded, so I don't have to make a document where I keep them myself!

It also gives me concise, easy-to-find data on where my reviews are coming from, and how we appear in general on the internet. Review collected by and hosted on G2.com.

The reporting options can be limiting if you wish to do more than the standard templates allow and have to often export data and modify in excel to receive the reports you need. In terms of negative features, the pricing does feel high for smaller teams especially if you need to access more complex analytics. Additionally the listening tool sometimes pulls relevant mentions that I do have to filter out manually. Review collected by and hosted on G2.com.

Sprout Social has cut the time I spend managing social media in half and instead of bouncing between apps, I schedule, monitor and respond in one place. And as a result it has made me stay more consistent with content planning and I can now provide our leadership team with better visibility into what’s working across our channels. Review collected by and hosted on G2.com.

Sharing custom filtered lists with colleagues in Hubspot can be quite challenging. It would be very helpful to have the ability to create tailored views for different roles, as this would greatly improve collaboration and efficiency. Review collected by and hosted on G2.com.

Hubspot is helping to bridge the gap between engineering and marketing, making it possible to create powerful automations within a single CRM-based solution. With Hubspot, it becomes much easier to send personalized emails, maintain a unified view of each customer, and track every stage of a customer's journey with enriched data. Review collected by and hosted on G2.com.

While Instantly offers a lot of power, there are still some aspects that could be improved. The range of features can feel overwhelming to newcomers, and it often takes a while to become familiar with everything the platform has to offer. At times, I have noticed slower response times during peak usage periods, and I would appreciate seeing more advanced customization options in future updates. Despite these minor issues, they are outweighed by the overall advantages the platform provides. Review collected by and hosted on G2.com.

Instantly has made it much easier for me to scale my outbound outreach in an efficient and reliable way. Previously, managing large campaigns and monitoring deliverability rates took up a lot of my time and sometimes caused me to miss valuable opportunities. Since I started using Instantly, I can automate my outreach, monitor performance, and maintain strong deliverability—all within a single dashboard. This has saved me hours every week and improved the effectiveness of my campaigns, leading to higher response rates and more business opportunities. Review collected by and hosted on G2.com.

Sometimes, Glassbox was having some downtime without notice that makes the project or any task delayed. Review collected by and hosted on G2.com.

We are able to check on how many customers were affected on the specific issue that we are investigating. We are also seeing on when did the first issue occur and also check on every session replays with the customers. Review collected by and hosted on G2.com.

We need to be mindful and balanced in our use of Insider's platform. We were expecting instant results which we weren't able to see. The more we engage with it, the higher the ROI we receive, which implies that our team needs to dedicate more time for Insider. Review collected by and hosted on G2.com.

Our low email open rates were a roadblock in enhancing customer engagement rates, and for sure, it was driving low traffic to our websites. The Email tool from Insider was the perfect remedy for this problem. This tool could swiftly turn a plain email into a conversion powerhouse by embedding interactive, responsive, and dynamic elements. We love that we can drag and drop interactive elements like real-time timers, coupons, and recommendations. It's fun and productive at the same time.

Another issue was when our users filled out leads, the information we received was inaccurate, making it harder for us to prepare scripts for genuine customer interactions. Insider’s technology combats this by tracking and evaluating whether the users are potential leads or not. When customers left inaccurate information, the Architect tool automatically directed them to request verification. This saved a lot of our sales team resources.

Now we are enjoying the increased success rate of lead information with every coming year. It started in 2021 at 60%, and right now, at the end of 2023, it’s 100%. Review collected by and hosted on G2.com.

I find editing documents in Salesforce. Knowledge is okay but it would be great if we could use Mark up. We have styling in there but it just doesn’t have enough choice. Review collected by and hosted on G2.com.

As a software as a service, CUSTOMER, we have to provide support to both our implementation partners and our customers alike. Service cloud allows us to run this efficiently out of our salesforce Org. Review collected by and hosted on G2.com.

The only thing we dislike about Zoho Desk is that the mobile app experience can be improved, It sometimes feels slower and less intuitive compared to the web version. Review collected by and hosted on G2.com.

Zoho Desk is helping us streamline and organize customer support operations by bringing all customer queries into a single, easy-to-manage platform. It has solved major issues like scattered communication, delayed responses, and lack of ticket tracking. Review collected by and hosted on G2.com.

many pages to find what I want and always logging out easily, I need to always be attentive and save what I am doing so as not to lose my file. Review collected by and hosted on G2.com.

Easy handling, only login is necessary every day, sometimes in the middle of use, it is important to always save things to avoid losing them, as the update arrives unexpectedly. But always very good, I recommend it and wouldn't trade it for anything! I tested another platform, and I didn't achieve the same success as with Playvox, I don't intend to switch anytime soon, the other platform I used doesn't have the same purpose as this one. The other platform I used didn't have as much ease of usability as this one. Very modern. It is my main platform for work use, I use it every day. Review collected by and hosted on G2.com.

Always updating the screens for better handling, very illustrative information, and with each update, the information about what was updated appears, the images become more visible. Review collected by and hosted on G2.com.

Sometimes I want there were extra quick tutorials or guides for new customers to discover superior functions faster. Apart from that, I haven’t faced any fundamental troubles so far everything else works splendid. Review collected by and hosted on G2.com.

Before the usage of Substrata, I regularly lost track of purchaser observe usaor forgot which conversations needed replies. Now, the entirety is visible in one dashboard. It allows me stay organized, control communique efficiently, and follow up on time. It’s made my every day paintings a lot extra dependent and has actually saved me time. Review collected by and hosted on G2.com.

The platform does have some drawbacks. The initial setup and onboarding can be quite complex, often requiring external expertise or training, which can be a hurdle for smaller teams or businesses new to CRM tools. The cost of licensing and customizations can be a challenge for startups or companies with limited budgets, as advanced features come with a higher price tag. Additionally, while feature-rich, the user interface can sometimes feel cluttered or overwhelming, slowing down adoption for new or non-technical users. Review collected by and hosted on G2.com.

The platform solves several critical sales problems: it automates repetitive tasks such as data entry and follow-ups, streamlines lead and opportunity management, and provides actionable insights to prioritize high-value deals. This automation and data centralization reduce manual errors and increase sales team productivity. Review collected by and hosted on G2.com.

One tradeoff of the increasing value we are getting for the platform is tthat the unopinionated a way (too modular) that the features are beign released in makes using the platform veeeeeeeeeeery complex.

I for once can no longer handle the Sales Ops of my CRM as a Sales Manager - without a dedicated Sales Ops I'm toast even for simple things like dashboarding - so yes there's added overhead in the platform nowadays.

I'd say its great if you're over 10M in revenue but not before that unless your business's gross margin is over 60% then you can splurge on a small sales ops squad and make a ton of bang for your bucks.

Brazil only concerns: no cellphone numbered VoIP makes it a pain to log calls Review collected by and hosted on G2.com.

Revenue forecasting, sales document distribution, digital presence (landing pages, meeting scheduling, content distribution, revenue atribution, among others), sales execution, sales ops, sales coaching and deal scoring. Review collected by and hosted on G2.com.

UI can be made more intuitive and visually appealing to enhance user experience. Review collected by and hosted on G2.com.

With open-source options available, we've been able to tailor the software to suit our specific needs precisely. This level of customization ensures that CrmOne adapts seamlessly to our unique workflows and requirements, enabling us to maximize efficiency and productivity. Review collected by and hosted on G2.com.

While prospecting, applying too many filters occasionally causes the software to lag, which can interrupt workflow. Additionally, the customer support response times could be faster, as delays can sometimes impact critical tasks. Review collected by and hosted on G2.com.

Apollo.io has revolutionised our prospecting and email outreach processes by streamlining lead generation and automating follow-ups. It provides accurate, comprehensive contact information for decision-makers, helping us quickly identify and target verified leads across industries. The email sequence feature allows us to run personalised, multi-step campaigns at scale, saving hours of manual effort. With detailed analytics on open rates, click-through rates, and responses, we can continuously optimise our strategy. By combining robust lead data with automated outreach, Apollo.io has significantly improved our sales pipeline, engagement rates, and overall team productivity. Review collected by and hosted on G2.com.

The redundancy. It would be better to only have one day to perform a function, not a half a dozen. Not knowing all the features and how to utilize them eats at me. I know I can learn more. I have tried to get on Youtube to learn more only to find out I do not have the admin privileges that I normally would and tend to give up on the task. Review collected by and hosted on G2.com.

Keeping my pipeline organized. It helps me to keep track of where the client is at in the sales process, what needs to be accomplished that day, etc. Review collected by and hosted on G2.com.

I find it a bit time-consuming and cumbersome to have to cut and paste conversations into ChatGPT to extract strategic insights. I wish Gong had more integrated AI features that could automatically generate summaries and analyze customer interactions to save time. Review collected by and hosted on G2.com.

Gong provides comprehensive call summaries, eliminating manual note-taking, allowing me to focus on conversations. It simplifies sharing call details with coworkers and management, and I can reference old calls for presentation preparation. It's tied to Salesforce, enhancing access to records and opportunities. Review collected by and hosted on G2.com.

Some boxes are not needed but cannot be removed Review collected by and hosted on G2.com.

Problems Scorebuddy Solves:

Inconsistent Quality Monitoring: Traditional QA processes can be subjective and inconsistent. Scorebuddy provides standardized scoring criteria that ensure every agent is evaluated fairly and uniformly.

Manual and Time-Consuming Evaluations: Evaluating calls and interactions manually takes a lot of time. Scorebuddy automates much of this process, speeding up feedback loops.

Lack of Real-Time Feedback: Without timely feedback, agents can continue making the same mistakes. Scorebuddy helps deliver quicker insights so agents can improve faster.

Difficulty in Identifying Training Needs: It can be hard to spot trends or recurring issues across many interactions. Scorebuddy’s analytics highlight specific areas where agents or teams need coaching.

Limited Visibility for Managers: Managers often struggle to get a clear overview of team performance. Scorebuddy dashboards provide real-time metrics and detailed reports.

Benefits You Could Experience:

Improved Customer Experience: By consistently monitoring and improving agent performance, customer interactions become smoother and more effective.

Increased Agent Productivity and Morale: Agents get clear, actionable feedback and recognition for good performance, leading to motivation and faster skill development.

Data-Driven Decisions: Management can use reliable data to make informed decisions about training, staffing, and process improvements.

Cost Savings: More efficient QA reduces the resources spent on manual evaluations and lowers the risk of costly errors. Review collected by and hosted on G2.com.

I need to acknowledge reviews in two sections of my account, but both contain the same information. If I acknowledge feedback in one section but don't do it in the other - even though the feedback is the same - it can reflect negatively on me. It would be nice to be able to automatically approve it in both areas. Review collected by and hosted on G2.com.

It's easy to see what I'm doing well and what I need to focus on more for the future. It's easy for me to see and filter my past feedbacks, which ensures I have this information available for reviews with my team. Review collected by and hosted on G2.com.

There was a slight fine-tuning of the initial configuration of custom tracking of very niche terms community-specific. Review collected by and hosted on G2.com.

It addresses the problem of the quantified sentiment and engagement in the community in a useful manner. Past feedback was diffused and difficult to quantify. At this point, it is possible to directly relate social media buzz to certain in-game happenings or announcements. This information not only directs our marketing campaigns but also creates real time player feedback which can shape future development needs so that we remain in close contact with our community. Review collected by and hosted on G2.com.