Complaint Management Software

I wish there were a few more features like AI responses for the smart inbox and a way to save frequently used hashtags. Also, I sometimes get errors when responding in the smart inbox and am not able to reply to comments. I wish that would be fixed. Review collected by and hosted on G2.com.

Sprout helps us by scheduling social media posts for a variety of platforms on several different channels for our company. It also helps us to respond in a timely manner to comments and messages and track our analytics. It's nice having everything all in one place so we aren't having to switch between services. Review collected by and hosted on G2.com.

At one point, giving access to customers to our technicians need to do find the "one specific" new customer in atera was rather cumbersome at times but now with the new update we can just give our technicians access to ALL customers as needed without additional clicks! Review collected by and hosted on G2.com.

Asset tracking! wanting to know if a PC or server is EoL or nearing used to take a lot of time, we needed to log in invidivually to each PC was not only time consuming but also tedious. Being able to use CMD, task manager, power shell and other windows features WITHOUT remoting in blew our freakin minds! We absolutely love Atera! Review collected by and hosted on G2.com.

Sometimes we get a review or a customer who lets loose about a "pented up" problem, which we have no control over. Again, I don't dislike anything. We have received almost 100 reviews with 12 properties the past couple weeks in Virginia. Review collected by and hosted on G2.com.

Ask good questions. Have good emails of your customer data base. Pick someone to manage it and be the point of contact. Also follow up. You may get some interesting or bad responses. Follow up with your customers. Don't be afraid. Review collected by and hosted on G2.com.

Better insight into our daily customer service.

helps with SEO. I don't foresee any problems. I like the text message and email feature. It has helped me connect with customers, and managers. We are super impressed. Easy to train new managers. Review collected by and hosted on G2.com.

Some users may find the initial setup process a bit complex, especially when configuring automation and integrations.

While the knowledge base is useful, it could benefit from enhanced search functionality to help users find information more easily. Review collected by and hosted on G2.com.

Zoho Desk is a powerful help desk solution that caters well to businesses looking to improve their customer support operations. With its extensive feature set, ease of use, and strong performance, it stands out as a solid choice for companies aiming to enhance their service delivery and customer experience. Whether you’re a small business or a larger enterprise, Zoho Desk offers the tools necessary to manage customer inquiries effectively and efficiently. Review collected by and hosted on G2.com.

I'm still trying to figure out the ins and outs of Reputation. Some clicking around for me is sometimes necessary, as I'm not really sure what everything does, or where everything is located just yet. The menu descriptions don't help as much as I feel they can. Review collected by and hosted on G2.com.

Reputation is allowing me to spend more time on other marketing ideas for the business. Now that less time is spent on researching reviews, I can use my time in other ways. Review collected by and hosted on G2.com.

The reporting features are not well developed. There are a lot of basic reports that we use to run from our previous help desk system that we are unable to do within FreshService. E.g. report against a contract number to see the associated/linked assets. In some ways, the reporting is overcomplicated.

Most of our reports required from management are needed in list/table view and are required to be exported in excel format rather than in the view of widgets and charts. Review collected by and hosted on G2.com.

Asset discovery/management. By using the Discovery Probe we can now ensure we haven't missed any devices when manually importing them into FreshService. The data captured by the discovery probe such as the last logged in user is also extremely useful when coming up to End Of Lease so that we can view where the device is for easy replacement. Review collected by and hosted on G2.com.

We just wish they had all the same options for all the accounts. It would be nice to have the same features across the board, but we understand not all social media platforms are the same. Review collected by and hosted on G2.com.

It was super time consuming having to go to each platform to make posts. We are now able to push one post out to multiple platforms. Review collected by and hosted on G2.com.

There are few limits where the data will be more and will end up in confusing and losing of data Review collected by and hosted on G2.com.

Autotask Professional Services Automation (PSA) helps in updating day to day data, docs, time logging, status of each and every ticket so that it will be useful for manager to track their employee. There was problem in our old system where checking everyone status and how many hours they have logged in and timeoff were not required approval but in autotask professional services Automation, Manager can get all the info and every week there is a option to submit the requests and manager has to approve it then only their time sheets will be prepared, this is major change which we bought to our organisation . Review collected by and hosted on G2.com.

From an admin perspective, the main dislikes about Salesforce Service Cloud are its complexity in initial setup and configuration, which can be time-consuming and require a steep learning curve. Additionally, the platform’s extensive customization options can lead to challenges in managing and maintaining the system efficiently. Review collected by and hosted on G2.com.

Salesforce Service Cloud helps by streamlining case management and automating workflows, which is crucial for our support team that handles a high volume of cases. It enables efficient tracking, prioritization, and reporting of customer support issues, ultimately enhancing team productivity and improving customer service outcomes. Review collected by and hosted on G2.com.

I do not enjoy the fact that often times I am having to refresh the web page to do simple things such as, assign ticket to myself, then update its status, then refresh the page, then add a note, then refresh, then add a private note, then refresh, and if needed then escalate, then refresh.

this issue happens not only on Helpdesk 365, but on Asset Manager as well, and I'm assuming it goes across the board.

Not a big issue, its easy to get used to after a few times with the F5 key (your new best friend)

I've tried to find and develop a fix for this issue to provide the HR365 team about it, but I'm starting to believe it is how SharePoint is. Review collected by and hosted on G2.com.

Answering concerns and fixing issued on the back end without having our company employees walk over to our offices and pile up 10 at a time for minor concerns. Review collected by and hosted on G2.com.

There are no major downsides to the system. If we're being picky, the design could be more sophisticated. Additionally, there is currently no way for us to access the deliverability information of our tickets, such as extracting the logs. Also, whenever a new contact is created, they are automatically emailed to create a Freshdesk account, which we do not necessarily want to happen every time. However, we have learned to work around these issues, and so far, I see more positives than negatives. Review collected by and hosted on G2.com.

Freshdesk is the primary tool we use for customer service at IPXO, particularly for handling a significant portion of our tech support communications. It enhances our team's efficiency by automating routine tasks, enabling the use of predefined responses, and providing valuable insights through data analysis. The platform also helps us track our performance on a daily basis, ensuring consistent improvement in our customer service operations. Review collected by and hosted on G2.com.

You need to be flexible with the Organisation wide change to optimise the performence out of the platform Review collected by and hosted on G2.com.

Easily track KPIs SLA.

Manage offerings and gives users a all in one place to raise incident,request and service desks Review collected by and hosted on G2.com.

I wish the knowledge base was available on smaller tiers, but i understand why its been added to the more expensive ones to create an upsell opportunity. Review collected by and hosted on G2.com.

Keeping all data in one place, so that people across different hubs have the same access to data to create a good experience for the customer. Previously these systems would sit seperate form one another and need connectors in order to share information. Therefore, having this is one place is helping the customer service teams be more productive and efficient, whilst also not requiring lots of connectors to keep the data in one place. Review collected by and hosted on G2.com.

One small area for improvement is the search functionality. Occasionally, the results are a bit confusing, as the chats are not always sorted properly by date, which can make finding the correct conversation harder. It would be great to see this refined in future updates. Aside from that, I’m very satisfied with the service and highly recommend it! Review collected by and hosted on G2.com.

Intercom is solving the challenge of daily communication with customers, allowing me to efficiently manage multiple conversations at once.

With its user-friendly interface and reliable features, I can easily provide customer support, track conversations, and respond promptly.

This tool helps me stay organized and productive, enabling me to do my job effectively and maintain smooth communication with our clients. Review collected by and hosted on G2.com.

I don't think the dislike is attributable to Gladly. I was used to dealing with tickets and creating them with other CRMs and it took a few hours to get adjusted that I didn't have to do that anymore with Gladly! Review collected by and hosted on G2.com.

The main two challenges that Gladly has solved are longer response time to handle our customers' inquiries in all communication channels, email, chat, SMS, socials, and phone. The other problem that is solved is no more dealing with going back and forth between tabs or windows which gives our agents the confidence and assurance their interactions with customers will get resolved promptly thus increasing our CSAT and NPS scores! Review collected by and hosted on G2.com.

-Admin sidebar always collapsing on me, I get it's supposed to be sleak, but needs a bit more fine tuning. I don't click on the buttons in the admin center, I type what I need to get to and go from there. So when I'm typing and my sidebar disappears, it costs me an extra second or two, but I'm a real stickler on that second or two in 2024 lol.

-When people send SMS into Zendesk it creates another end user (xxx-xxx-xxxx text user). So if I want to talk to the same user via SMS, I need to go to there SMS end user profile. I wish it was just another reply option like to contact via with WhatsApp, email or phone call. It breaks the one ticket immersion and makes the agent jump between two tickets and two end users. I've actually developed an app to "mirror" that SMS conversation to it seems like it's all-in-one ticket view. I know in the US we're big on SMS still and I think it's an important niche to include until the day SMS becomes obsolete if ever. Review collected by and hosted on G2.com.

Creating a seamless way to interact with customers and keeping the support at a high quality standard Review collected by and hosted on G2.com.

Adapting to a new system after being comfortable with an old one was a bit nerve-wracking. We were concerned about learning new processes, but Supportbench's user-friendly interface helped a lot. Review collected by and hosted on G2.com.

Supportbench optimizes customer support by organizing inquiries, automating tasks, facilitating collaboration, providing insights, and enhancing satisfaction. It streamlines processes, frees up agent time, fosters teamwork, offers analytics, and improves customer experiences, ultimately driving business success. Review collected by and hosted on G2.com.

only minor issues were there initially but it was quickly addressed and resolved. Review collected by and hosted on G2.com.

We need as a streamline Ticketing solution with customization & wavity was able to provide us solution which we needed Review collected by and hosted on G2.com.

We use our own CRM, which CommBox isn't integrated into. Review collected by and hosted on G2.com.

Lead generation

Lead qualification

Send outbound campaigns

We can manage multiple conversations at once.

We route calls from IVR to WhatsApp‏ Review collected by and hosted on G2.com.

They can improve upon their reporting feature to make it more concise and user-friendly. Review collected by and hosted on G2.com.

With a small set of team, responding each and every enquiry in timely manner became difficult for us. Desku's AI-Chatbot helps us to create different set of responses for different set of general enquiries allowing our support team to handle more important enquiries to turn them into potential customers for us. Review collected by and hosted on G2.com.