Reviews for customer advocacy software services and analysis of user reviews about your competitors

Updated as of 1/25/2024: While the platform is the same and the “What I like best” comments are still valid, at this point, you also have to consider Customer Support, which used to include a CSM whom you would meet with at least once a month.

This is now a paid service. If you opt out of a managed services plan and need support, you have to utilize their AI chatbot, and if you are still having issues, you then submit a support ticket after using the AI chatbot.

Before the acquisition, my support tickets were completed within 24 hours. I have a ticket right now for a simple email update that is going on for 4 business days.

All of the support and managed services have been outsourced through a 3rd company (Crossover) that sits under the ESW umbrella. They allege that they have 24-hour support, but I have only been receiving messages at 11pm PST. When I reply, I am waiting another day for the response or next question.

Research more on ESW, Trilogy and the CEO Liemandt. In a Forbes article it is stated that “Crossover is running the cloud equivalent of a software sweatshop”.

Liemandt’s goal is to turn his “workers” into algorithms and human CPUs.

If you are looking to purchase Influitive for the first time, I caution you. Reach out to other users, there is a LinkedIn Group and many fellow Community and Customer Marketers are on various Slack Groups.

Real review to a real customer advocacy software service

Cons:

– Very few widget options and customization options

– Can’t differentiate between reviews for different products / services

– Not for consumer ecommerce businesses (no rich snippets or seller ratings)

– Kind of expensive for what you get vs other popular tools

Real review to a real customer advocacy software service

This company is very unethical. DO NOT USE THEM.

It all started out great with THEIR customer service and onboarding, but when I devcided to cancel my monthly subscription of $350 I was told I needed to pay a cancellation fee of $3,850 or I can keep my subscription until the contract is over.

I will admit I do not go over contracts as closely as I should, but I do trust the sales person when they tell me I can cancel anytime, By not offering the added information that their is a cancellation fee equal to monthly fee x the contact months, I find that to be extemely unethical.

Real review to a real customer advocacy software service

App was extremely clunky, but worst is that they took our money and then we were blacklisted by carriers for selling firearms, even though we are a legit amend multimillion dollar business. Absolutely unprofessional and borderline unlawful

Real review to a real Customer Advocacy Software service

Long loading times between the steps

Too many steps

Dashboard is “heavy” there are too many buttons

Real review to a real customer advocacy software service

In the dynamic realm of customer advocacy software, staying informed about the pitfalls that plague your competitors can guide you in refining your own strategies and offerings.

This article delves into the most prevalent mistakes identified through customer reviews in the customer advocacy software industry, providing targeted advice for how your service can excel where others may fall short.

Insufficient customization

What competitors get wrong: Many customer advocacy platforms are critiqued for their rigid, one-size-fits-all approach. Clients find these solutions less effective as they cannot tailor them to fit specific advocacy campaigns or customer segments.

How to do it better: Your platform should offer extensive customization options, allowing users to craft personalized advocacy programs that resonate with diverse customer groups.

Whether it’s customizing rewards, communication messages, or engagement strategies, flexibility can set your service apart and directly address the specific needs of your clients.

Complexity in reward management

What competitors get wrong: A common grievance among users of customer advocacy software is the complexity and lack of transparency in managing and distributing rewards. This often results in decreased participant engagement and diminished program effectiveness.

How to do it better: Streamline the reward management system in your software. Ensure that it’s easy for clients to set up, monitor, and modify reward structures.

Transparency in how rewards are earned and distributed encourages continued advocate engagement and satisfaction.

Poor integration capabilities

What competitors get wrong: Integration issues with other marketing tools and CRM systems frequently surface in customer reviews. These integration flaws can lead to siloed data and hinder the seamless execution of advocacy campaigns.

How to do it better: Develop robust API integrations that ensure your software seamlessly connects with a variety of CRM systems, social media platforms, and other marketing tools. This connectivity enables a unified approach to customer data and campaign management, enhancing the user experience and campaign efficacy.

Inadequate analytics and reporting

What competitors get wrong: Customers often express frustration over inadequate reporting and analytics features in advocacy platforms. Without detailed insights into campaign performance and advocate engagement, companies struggle to optimize their strategies.

How to do it better: Equip your software with comprehensive analytics tools that provide deep insights into campaign performance, advocate behavior, and ROI.

Features like customizable dashboards and the ability to track engagement metrics in real-time can help your clients make data-driven decisions and continuously improve their advocacy efforts.

Limited support for advocate engagement

What competitors get wrong: A notable deficiency in some platforms is the limited tools available to engage and motivate advocates. This lack of engagement tools can lead to lower participation rates and reduced effectiveness of advocacy programs.

How to do it better: Incorporate a variety of engagement tools into your software, such as gamification elements, community forums, and personalized communication options.

These tools can help maintain high levels of enthusiasm and activity among advocates, making advocacy programs more vibrant and successful.

Neglecting user experience

What competitors get wrong: Reviews frequently pinpoint poor user experiences with advocacy platforms, citing confusing interfaces and cumbersome processes that discourage active participation by both admins and advocates.

How to do it better: Focus on creating an intuitive user interface and a seamless user experience in your software. An easy-to-navigate platform with clear instructions and support can significantly increase user satisfaction and program participation rates.

Заключение

By analyzing and understanding the common pitfalls in customer advocacy software as experienced by competitors, you can position your service to not only avoid these errors but also excel in providing a superior solution.

Customization, ease of use, powerful integrations, advanced analytics, engaging tools, and an outstanding user experience are crucial elements that can propel your software to the forefront of the customer advocacy field.

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

Oh, what a revolutionary idea! Analyze the mistakes of others in customer advocacy software? Groundbreaking!

Because, obviously, everyone else’s attempts are just a series of hilarious bloopers until you step in. And let’s sprinkle in every buzzword we know: Customization, because your users are such unique snowflakes. Ease of use—now there’s a novel concept, because apparently, everyone else is just programming their software in ancient Sumerian.

Powerful integrations? Throw in the word “powerful” and suddenly it’s like you’ve reinvented the wheel.

Advanced analytics, because your analytics have PhDs, obviously. Engaging tools—because your software is practically a Netflix series, keeping users glued to their screens.

And top it off with an outstanding user experience, as if every other software company is just trying to torture their users for fun.

Strap in and watch your software single-handedly save the digital world, one overly-hyped feature at a time.

Conclusions?

Don’t worry and turn to GINIX review management service. We will make reviews a reliable source of your business growth.

We’ll increase the number of reviews about your business on autopilot! You can order monitoring and analysis, handling of negative reviews, or the appearance of new reviews – either one or all together.

Have a great day!