Sysomos, now part of Meltwater

Unfortunately, we have not had a great experience with customer support from Klear. In the sales process, they were very responsive and helpful, but when onboarded, it definitely changed. We are based in the US and our customer service rep is based in Israel, meaning our work hours barely overlap. Oftentimes we're waiting 24+ hours for a response, and when it's a time-sensitive issue (like the platform not pulling in Instagram Story data) we want it to be resolved as quickly as possible. Klear also has a chat feature for more immediate help, but we've experienced a similar situation there where it takes 12+ hours to get a response and it's usually from our customer service rep. Our rep is very nice, but also doesn't seem very knowledgeable about the platform, and usually can't provide an immediate answer to a question we ask and has to "check with her team."

Doesn't require much support for us, but the overall customer service experience has been very positive even through a sales rep change.

Every time I had a question, I received a fast detailed response and help when I needed it. If a feature was not currently available, it was often added to a list of features to be added at a later time or the team provided me with a workaround that worked almost as well..

Varies person to person but generally they are helpful. The sales team is especially bright & useful in training team members for initial runs through MAP

Our support team is great at quickly getting back to us and has been very helpful in assisting with multiple on-boardings as new segments of the agency begin using the tool.

The team is very helpful! We can either call or email and they are very responsive and helpful.

I didn't find my account manager too keen on helping me. I had to do majority of the research all on my own.

We had an account manager and he was great. Really though, we didn't use him for support that much. He was very responsive and thoughtful whenever we did need help.