Reviews for conversational marketing software services and analysis of user reviews about your competitors

Birdeye is the most appalling company I have ever had dealings with in my entire 14 years of business. The product was oversold & underdelivered.

Their onboarding & tech team are very incompetent, we have been signed up for over 2 months now & have multiple tech issues with our account (Social media & Review sights not linked properly, contacts incorrectly importing, messages not showing in the inbox etc).

I have been requesting these issues be fixed since our first onboarding session as our account is unable to be used in its full capacity when things aren’t set up properly. Still to this day, they have not resolved these tech issues, despite requesting it every training session, calling & emailing multiple times.

It got to the point where we were so frustrated with Birdeye’s terrible customer service that we sent an email outlining the features included in our fully paid subscription that they have been unable to provide & requested a refund on the remaining 10 months of the year that we have paid for.

This email was sent over 3 weeks ago now, I never received a reply, have phoned the customer support team multiple times & every time I ask to speak with someone who has the authority to authorize a refund am denied. DO NOT SIGN UP TO BIRDEYE! They are misleading & horrible to deal with.

Real review to a real conversational marketing software service

What I found after I started using Podium is this:

YOU CANNOT EXPORT YOUR OWN DATA from their system. So anything that you put in (contacts/etc) cannot be exported out.

It is HIGHLY shady.

Many of the videos and tutorials are outdated and multiple features (important ones to our business) have been removed.

Support is slow to help you and normally uninformed.

Once you realize that the product that you signed up for isn’t the same as the video, you cannot cancel. I requested my number to be ported out of the system over three months ago…and it just happened.

Support does everything that they can to not cancel your account. They told me that I renewed my account for another year…which is not true.

The bottom line is there are much better products out there that actually do what you pay for. Look around.

Review collected by and hosted on G2.com.

Real review to a real conversational marketing software service

Purposely Opaque and dishonest billing systems.

Incompetent staff.

Once you have it installed they exploit you for CONSTANT fee hikes.

Constant pitches to upgrade plans and required extra fees.

Unecessary limitations on features

Real review to a real conversational marketing software service

Pricing is confusing and no longer good for smaller businesses. Tidio is competing with Intercom, so naturally will be geared towards bigger businesses.

We were dissapointed that we recieved no reminder from Tidio when it came to annual renewal. We were planning to halt our subscription but didn’t get any email reminder or notification (like most would).

Once we decided to cancel our account not long after our renewal date, we asked for a renewal. Tidio does not provide any refund, even partial.

Creating chatbots for multiple language can get very messy

Hubspot integration was inconsistent

Our website once crashed and had slow load speeds because of Tidio. We were forced to remove it temporarily until the Tidio team addressed the issue.

Real review to a real conversational marketing software service

Because the application is web-based, it is susceptible to network issues. A few instances occurred when agents were logged out and back in upon refreshing, which caused them to go off-queue.

These unexpected logouts can cause our metrics to drop because there is no notification when it happens. They only know once they double-check the on-queue toggle.

There is also a pretty steep learning curve initially, but it is not an obstical with well-prepared training materials.

Their customer support is terrible. You are forced to submit your requests through whoever sold you the product and are at the mercy of both them and the Genesys customer support engineer interpreting your information correctly.

They never do on the first try. They assume they know what the problem is without verifying and come back with completely irrelevant answers.

That is if you can even get them to respond without first asking for logs that are also not relevant to the issue. If customer support matters to you, DO NOT CHOOSE GENESYS!!!!

Real review to a real conversational marketing software service

Conversational marketing software is transforming how companies engage with customers, making interactions more personalized and immediate. However, not all platforms manage to meet user expectations.

Based on customer reviews, this article identifies common pitfalls in the industry and offers strategies for software providers to excel beyond their competitors.

Limited customization of chatbots

What competitors get wrong: Competitors often restrict the degree of customization available in their chatbots. Users complain about the inability to adjust the chatbot’s responses and behavior to fit different contexts or customer personas, which leads to a less personalized experience and lower customer engagement.

How to do it better: To surpass these limitations, ensure that your conversational marketing software offers extensive customization options. Allow users to tailor conversation flows, incorporate varied response types, and use AI to adapt interactions based on customer data.

This adaptability will enable businesses to provide a truly personalized experience that resonates with each user.

Poor integration with other tools

What competitors get wrong: A frequent frustration among users of competitor platforms is the lack of seamless integration with CRM systems, marketing automation tools, and data analytics platforms. This lack of integration leads to fragmented data and inefficient workflows.

How to do it better: Your platform should prioritize easy integration capabilities with a wide array of marketing and sales tools.

Providing robust APIs and maintaining partnerships with popular software providers can help ensure that users can connect their conversational tools to their entire tech stack, enhancing data coherence and operational efficiency.

Inadequate reporting and analytics

What competitors get wrong: Many competitors fail to offer comprehensive analytics that track chatbot performance and customer engagement effectively. Reviews indicate that users are often left without the insights needed to optimize their conversational strategies.

How to do it better: Develop a sophisticated analytics module that not only tracks standard metrics like engagement rates and conversion but also uses advanced AI to provide actionable insights into customer sentiment and behavior. Offering deep analytics will allow your clients to continuously refine their approaches for better results.

Not supporting omnichannel deployment

What competitors get wrong: Some conversational marketing software limits deployment to a single channel, such as a website or a specific social media platform, which does not align with the omnichannel habits of modern consumers.

How to do it better: To gain a competitive advantage, ensure that your software supports omnichannel deployment. Users should be able to maintain consistent conversations with customers across web pages, social media platforms, SMS, and email.

This capability will significantly enhance the customer experience by providing seamless communication regardless of the chosen platform.

Neglecting user experience for operators

What competitors get wrong: Competitors often design their platforms primarily from the consumer’s point of view, neglecting the user experience of the operators — the marketers and customer support staff who interact with the system. This oversight can lead to a platform that is inefficient and frustrating for professional users.

How to do it better: When developing your conversational marketing software, focus equally on the backend user experience. This means creating an intuitive interface for operators, providing extensive training resources, and ensuring that backend processes are streamlined.

An operator-friendly platform will encourage higher adoption rates and more effective use of the tool in engaging customers.

Conclusión

In the fast-evolving sector of conversational marketing software, avoiding these common pitfalls can set your service apart from the competition.

By focusing on customization, integration, comprehensive analytics, omnichannel support, and a stellar user experience for operators, your platform can lead the market in effectiveness and user satisfaction.

Always remember that the key to success lies in understanding and addressing the specific needs of both businesses and their customers.

Is this what you expect to see at the end of the article? No!

Wow, avoiding pitfalls in conversational marketing software? What a groundbreaking strategy!

It’s almost as if no one else has ever thought of that before. And focusing on customization, integration, analytics, omnichannel support, and a user experience that doesn’t make you want to throw your computer out the window?

Truly, you are pioneers charting unknown territories! Imagine a platform that actually meets the needs of businesses and their customers—now that’s a concept so radical it just might work.

Remember, the real key to success here isn’t just doing what everyone else does, but doing it while pretending it’s a magical, novel idea that no one but you could have ever dreamed up. Keep patting yourselves on the back, trailblazers!

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