Likelihood to Recommend Podium is well suited for several types of businesses. If you are an entrepreneur or small business owner, Podium would be a great way for you to ask that customers leave you a review online sharing their awesome experience. For medium to large businesses, Podium review invites can be automated through the company's customer management system, allowing the use of Podium to be simple and not timely, even with a large customer base. It may not be appropriate for a large company to manually send out individual review invites
Read full review Overall product works well but is no longer price competitive compared to others. It also is not as feature rich as its competitors any more. It was one of the first to market which was great but has not done much improvements since. Would love to see ability to measure project CSAT and other integrations.
Read full review Pros Maintains conversations indefinitely, so we are able to go back to confirm details from conversations. Provides the ability for our company to have a 'team' messaging platform where we can communicate with one another via single person to a single person, groups where we can add/subtract members of the group... this is invaluable to our organization. Until today(!), we could 'share' or forward a message to one another; oddly, that feature disappeared just today, so I'm hoping it's a glitch! Read full review Charts and graphs that make it easy for us to share our results internally and also externally when meeting with clients and potential clients. SmileBack provides a fun set of metrics that our techs can be proud of -- by measuring customer satisfaction and seeing these surveys (especially those with comments) - it really provides them with satisfaction of a job well done! SmileBack makes it easy to search and filter by the client or by tech (agent) or date range. Read full review Cons Account manager communications: I had been asking my Podium account manager for integration with our CRM tool for over 8 months before my account manager fell silent. After another 6 months, I proactively reached out only to find out that the integration had been in Beta for months and 8 other companies had already integrated. It was frustrating that my account manager did not remember a key request and make the Beta available to me the minute that it was open. Read full review Honestly, I can't find any room for improvement with SmileBack at this time. For what it is designed to do, it is simple, fast and convenient. Just what we were looking for so our customers can drop us a note and get back to making great beer! Read full review Likelihood to Renew Again, Podium has been so wonderful in the year and a half we have been using it, we are able to integrate it with our CRM and use alot of the available features. The most helpful has been getting TONS of reviews on MULTIPLE sites through Podium!
Read full review Usability While giving our clients the ability to leave a review was there, we had much worse results and got fewer reviews through the Podium portal than we did by sending our clients simple email requests, or simply having our service staff ask for a review while still on the clients' job sites.
Read full review Its a simple product to use but could use enhancements in the reporting sections by adding the same filters that are available on other screens.
Read full review Reliability and Availability We haven't had any outages or issues whenever we need it over the last few years of use
Read full review Performance It moves quickly and has no issues with delays. Performance is good as it is a web-based tool
Read full review Support Rating I have to send an email to get information. They have a chat system but I end up having to go through my rep for account questions. It was a little frustrating to not have a direct phone number to call with questions. I would like to see a helpline added.
Read full review Fantastic support--very honest and direct assistance anytime you need it. My only critique would be for them to "eat more of their own dog food." While I'm sure they've reached out in the past, I can't say that I specifically recall many times that they went out of their way to seek my input as their customer. That said, we rarely needed to contact them as the product works great on its own!
Read full review Implementation Rating We only had a hard time getting our technicians to remember to send the review invites.
Read full review Alternatives Considered We use Digital Air Strike at our two GM dealerships because it is one of a small list of reputation management companies authorized by GM as part of their SFE program. Digital Air Strike surveys our customers and invites them to write a review about our dealership. It is not as effective or flexible as Podium so we have been using Podium at those dealerships alongside Digital Air Strike. We also recently started a trial use of ReplyPro which is a service that monitors review sites and writes customized responses to positive reviews and suggested responses to negative reviews. I'd like to see Podium add this as part of their service so we can consolidate 3rd party vendors and manage every aspect of online reputation management from one place.
Read full review SmileBack is the simplest and most effective software for customer reviews. Since it is simple, it is more likely that the customer will leave a review. We have a high number of reviews left by customers because it is fast and easy for them to do so. We value our client's responses and like to keep an eye on how we are doing with customer service.
Read full review Scalability Its easy to scale to different departments as needed. We initially began using it to solve one problem and as new features became available it was easy to scale this and include other departments who could benefit from its tools
Read full review Return on Investment I am glad there are card readers now, sales team members too often try to just send a request instead of taking payment onsite. It's made capturing messaging leads much easier. It's worth the cost but if it did a few more things it would be worth a lot more to us. Document signatures, surveying after jobs, even geotagging of photos/reviews for SEO Read full review We send our clients executive summaries monthly - being able to show not just their KPIs but also the health of surveys to the main contact the reason they hired us and the CSAT scores/comments, it is nearly instant ROI each and every single month. Well worth it. Read full review ScreenShots