iSupport vs. Simplify360

Tech tickets and engineering support. The best thing about iSupport is the ability to make custom views and filters. For instance, I have my view set up so I can see when the case was opened, the priority, product, and the customer. I also set it up so if any case has not been updated for 5 days it will turn red notifying me that I need to update the customer.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

To talk directly to the Simplify 360 management and take a call post that. One of the key aspects of investing in any enterprise software is how easy the implementation is and how much support that a company can get in the early implementation process. We have had a quick ramp up learning the tool and had constant interactions with the team at Simplify to better understand and manage issues or get questions answered

• Very organized
• Easy to track and follow-up
• Great for engineers to prioritize and track all incidents and product related requests that are needed. The real time email system is great exposure across the company as well.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• BeFirst publishes to multiple social channels for clients. The publishing module makes publishing very easy and effective.
• Workflow allows our team to handle customer service requests and brand management issues very quickly to maintain a company's reputation.
• The ease of set up in the listening module, makes brand reputation very effective.
• The platform does offer platform provide sentiment analysis, and it works great. The team has found that is very easy to keep up conversations and answer customer for clients or forward the infomation to said client.

• Although it's great to have everything in one place, it can be a little hard to read sometimes in terms of the amount of tickets and being able to decipher between multiple [issues]. Color coordination might be able to help with this for example.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• I will like to see some improvement in the intuitiveness of the system. There are some great features hidden behind the curtains.

We have a great relationship with the Simplify team and anyone in our team is able to reach out to them and get answers to questions is a wonderful benefit of working with them. Also we have collaborated with the team to enhance the product, which again is a very welcome gesture from a company that sells a product that helps enterprises listen in to people and support them.

In side by side analysis, Simplify 360 was much easier to set up teams, work flow and the brand monitoring was quite a bit more accurate

• Saves time and positive ROI as we don't take the time anymore to hold meetings to discuss all incidents. As a software tool, it is amazingly customizable and gives us tons of control over what each department, support representative, or user can see. This is important for us because we have currently 2 separate support departments using iSupport as well as confidential and personal information that goes through the system.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• Reduction of weekly and monthly report building time by over 70%
• Lead generation increased by over 30%.
• Online brand negativity neutralized by over 80%.