Complaint Management Software

The pricing can be a bit steep, especially for small teams or startups. Some advanced features, like more granular competitor analysis or listening tools, are only available on higher-tier plans. Also, there’s a bit of a learning curve with setting up automation workflows. Review collected by and hosted on G2.com.

Sprout Social helps streamline our social media management by centralizing publishing, engagement, and reporting in one platform. It solves the problem of juggling multiple tools and logins, making our workflow more efficient. The unified inbox ensures we never miss a message or comment, while the reporting tools help us track performance and justify our social strategy to stakeholders. This has saved our team time, improved response rates, and helped us make more data-driven decisions. Review collected by and hosted on G2.com.

One aspect I dislike about Freshdesk is that some advanced customization options can be a bit limited or require additional integrations, which sometimes slows down the implementation of more complex workflows. Additionally, while the platform is generally intuitive, certain features—such as detailed reporting or automation rules—could be more flexible and user-friendly. Occasionally, we have also experienced minor delays with customer support response times when addressing technical issues. However, these challenges have not outweighed the overall benefits Freshdesk has brought to our organization. Review collected by and hosted on G2.com.

We chose Freshdesk over its competitors primarily due to its user-friendly interface, robust automation features, and seamless integration capabilities. Previously, our communication with the client was handled exclusively via email, which often led to delays and inefficiencies.

Since implementing Freshdesk, we have seen significant improvements. Specifically, the number of client reminders requesting responses has been reduced by half, demonstrating a clear increase in our responsiveness and efficiency. Additionally, by automating several routine processes within Freshdesk, we have been able to avoid hiring two additional employees, resulting in substantial cost savings for our organization. Overall, Freshdesk has streamlined our workflow, improved client satisfaction, and delivered measurable operational benefits. Review collected by and hosted on G2.com.

because of the complexity and the different capabilities that the ServiceNow IT Service Management comes with, it might be difficult for organizations to prioritize their roadmap from where to start and how to deploy additional activities. This could be solved with the help of a solution consultant and the NowCreate framework. Review collected by and hosted on G2.com.

Faster customer issue resolution, Identification and resolution of problems. Change scheduling. Swivel chairing Review collected by and hosted on G2.com.

We have not seen a negative impact to using BirdEye, the only thing I wish is if there were more Support integrated with Google to verify some of our GMB pages, but this is definitely a Google Support issue and is not a fault of BirdEye. In recent weeks, our BirdEye rep has also been super helpful in connecting our GMB pages once we are able to get ownership of them which makes it seamless for us to respond to reviews! Review collected by and hosted on G2.com.

BirdEye is helping us to manage and respond to all of our online reviews and also grow our star rating through review requests. It is also helping us to gather information about where we need to improve our resident support through the direct feedback option and survey campaigns. Review collected by and hosted on G2.com.

Some advanced configurations, like automation and custom workflows, can be difficult to set up without prior experience. Additionally, certain reports and integrations require extra tools like Zoho Analytics or Zoho Flow to reach their full potential. Review collected by and hosted on G2.com.

Zoho Desk helps us centralize all customer support requests from email and WhatsApp, making it easier to track, assign, and respond to tickets efficiently. It provides visibility into agent performance and response times, helping us improve service quality and accountability. Automations have reduced manual follow-ups and ensured no request is overlooked. Review collected by and hosted on G2.com.

Using the search feature, you have to select want you are searching on, not just searching across everything Review collected by and hosted on G2.com.

AutoTask allows us to keep track of the tickets that come in and what needs to be worked on. the ability to seee the notes of tech who worked on it before you allows you to jump right in without spending time talking to someone else or starting over. Review collected by and hosted on G2.com.

I am generally very happy with SOCi, but I do hope that more features will be added in the future. I would like to be able to schedule Facebook stories, make more intricate Instagram stories, and schedule more intricate LinkedIn posts, such as polls. I was very happy to see that we can now schedule PDF posts on LinkedIn! Another thing that I hope can improve is the tracking templates. They can be a little bit finicky, and I seem to always have some sort of small problem when I use them. Review collected by and hosted on G2.com.

I manage the social media for 9 different offices. SOCi helps me tremendously, and without it, I would not have enough time to get everything done. Review collected by and hosted on G2.com.

One area that could be enhanced is the reports section because I see more potential for Atera to use AI to automatically analyze and generate deeper insights, like identifying usage patterns or predicting potential device failures, making our reporting even more proactive for troubleshooting. Review collected by and hosted on G2.com.

Atera plays a key role in solving critical IT issues quickly across our team. For example, as a data analytics manager, I’m responsible for overseeing our team’s workgroup data servers and analytical applications. Atera allows me to monitor these systems remotely, ensuring they’re running efficiently without needing to be on-site. The platform notifies me in real time of any hardware/software issues or potential security threats, which means I can address problems before they escalate and disrupt our workflow. For instance, I can resolve server issues on my own before they impact the team, or I can escalate them to IT with a support ticket or through live chat. This flexibility means no downtime, which is essential for our fast-paced projects. Review collected by and hosted on G2.com.

While Freshservice is a robust and reliable platform, some users report minor limitations, such as the need for more customization options in certain workflows and the lack of some advanced reporting features. Additionally, the initial setup can be somewhat complex, requiring extra time for adaptation. However, these aspects do not significantly affect the overall experience with the platform Review collected by and hosted on G2.com.

Here's the translated response for the Freshservice review on G2:

What business problems is Freshservice helping to solve?

Freshservice has been essential in improving project and ticket management within the company. It optimizes processes, reduces incident response time, and ensures greater efficiency in team communication. Additionally, its automation simplifies the resolution of recurring issues, minimizing manual intervention and enhancing overall productivity.

How is Freshservice benefiting you?

The platform provides an organized environment for managing tasks and tickets, offering better visibility and control over projects. Its intuitive interface and detailed reports support decision-making, ensuring that demands are efficiently addressed. Integration with other tools is also a strong point, enabling a more agile and connected workflow.

Is Freshservice moving in the right direction?

Yes. The platform's continuous evolution and ability to adapt to users' needs demonstrate that it is on a positive path. Ongoing improvements in automation and customization make the tool even more efficient for project and internal service management. Review collected by and hosted on G2.com.

I would like more clarity on metrics. And I'm not the only one around who'd like that - many people in my company say the same thing. If the Reputation score for a given entity is a rolling average — or a rolling metric of any kind, really — then it's critical to explain what time frames are being factored into each rolling average. I don't know if my response rate, for example, counts toward my score based on data from the last 3 months, the last month, the last 2 years, the last year... nothing. And none of the Reputation score components offer any clarity on how their rolling timeframes are determined. I'm not asking for the proprietary formula — and frankly, I think it's anything more than a minor risk to Reputation's market share, even if the formula was public. All I'd like to know are time frames for score components. Review collected by and hosted on G2.com.

The primary issue it solves for me is management of a sheer number of hyper-local entities and their reputation. Review collected by and hosted on G2.com.

The biggest downside is how complex it can be. Setting things up the way we wanted took forever, and we had to bring in a consultant to help (which wasn’t cheap).Its little complex than other tools like Zendesk and the pricing is also on higher side. We even struggled for the support unless you buy the premium support plan. Review collected by and hosted on G2.com.

Before Service Cloud, our support team was drowning in scattered emails, phone calls, and chat messages—no central system, missed follow-ups, and zero visibility into customer history. Now, everything lives in one place. Cases get automatically routed to the right agent, we have full context on past interactions, and we can even track customer sentiment. We achieved benefits like faster customer support and better team collaboration. Review collected by and hosted on G2.com.

My experience was great - nothing to dislike. Review collected by and hosted on G2.com.

Helpdesk 365 is solving the problem of delayed or unclear IT support by providing fast, knowledgeable, and user-friendly assistance. In my case, they helped me get up to speed quickly with our new employee directory system, which could have easily become a frustrating task without the right guidance.

Their support not only saved me time but also eliminated the stress of navigating a new platform on my own. Having a reliable helpdesk like this in place ensures that I can stay focused on my actual work, knowing that technical issues or onboarding questions won’t slow me down. Review collected by and hosted on G2.com.

The only issue I've had is the team will occasionally release A/B testing without informing their users - you wont know you're part of the test until you have an issue and they determine it's due to the A/B testing. No ability to opt out of this completely and it definitely caused some issues for our customers. Review collected by and hosted on G2.com.

Prevents us from having to answer the same questions over-and-over. Allows ease of escalating tickets and categorizing the different needs. Extensive reporting capabilities help us track everything appropriately. Review collected by and hosted on G2.com.

Just a small request—but one that could really make a difference! It would be incredibly helpful to have some sort of integration between ServiceTitan and Liftify. That way, if a review comes in that needs follow-up, we can easily look up the customer and reach out directly. Right now, we’re having to ask customers to call us back in our public responses, which isn’t ideal. This little detail could really streamline our internal process and improve the overall experience! Review collected by and hosted on G2.com.

Our business relies heavily on Google reviews, and getting customers to share their feedback used to be a real challenge. Since partnering with Liftify, we’ve seen a big boost in reviews—and that’s a win for both us and our customers! We love that potential customers can now read real stories from people just like them and feel more confident in choosing our business. Review collected by and hosted on G2.com.

Not anything to dislike as such. Few updates are just needed. Review collected by and hosted on G2.com.

Rightchoice primarily helped us to get many students locally. In the education business, most parents prefer to sent their students to a nearby reputed and trusted institute. Although one might earn name and fame, the most important thing remains the local visibility so that more and more parents know about your institute. Rightchoice helped us achieve just that. Particularly during the peak season of admissions, our gmb listings proved worth it to gather more students at a much less ROI. 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.

I haven't found anything yet. My team and end users rave about it. Review collected by and hosted on G2.com.

Helping organize the ticket submissions that gives my team the information needed on creation to properly support.

For the IT team it allows them to build their own dashboard to view their queues and assigned tickets. Review collected by and hosted on G2.com.

The web interface doesn't always chime when a chat comes in if the tab is not in focus and when you finally do switch to that tab, you get blown up with all the chimes from the chats. I recommended a solution for them to fix. Review collected by and hosted on G2.com.

I really support my customers and am always there for them. This support system makes it super easy. Notifications are instant so I can get in touch with my customer within seconds. Review collected by and hosted on G2.com.

It’s not a dealbreaker, but more native integrations or plugin support would definitely make it even more versatile for niche businesses like ours. Review collected by and hosted on G2.com.

Sobot solved that chaos by giving us a centralized hub where live chat, ticketing, and customer messages all flow into one place. It’s cut down our response time drastically, and our internal team stays much more organized. Clients now get faster answers, and we spend less time digging through different platforms trying to find the right context. Review collected by and hosted on G2.com.

While Statusbrew offers a lot of great features, I found the initial setup to be a bit overwhelming due to the depth of its tools. It took some time to understand all the functionalities, especially around automation and workflow management. Additionally, I think the mobile app could be improved to better match the desktop experience — it occasionally lags or has limited functionality when scheduling or editing posts on the go. Review collected by and hosted on G2.com.

Statusbrew has solved the problem of juggling multiple social media platforms and manually posting content every day. It centralizes all my social accounts in one dashboard, allowing me to schedule posts, track performance, and respond to messages without switching between apps. This has significantly improved my productivity, ensured consistent posting, and helped me grow engagement across all channels. The analytics also give me clear insights into what’s working, so I can make smarter content decisions. Review collected by and hosted on G2.com.