Product Malfunctions

Our company acquired this service as its parter with our dealer program. We had the miss-fortune to encounter massive issues within the platform and anxiety cripples when you know you have a contract for a year. This review is not intended to harm the company but to help them understand from the customer's stand point how they are lacking, and also to offer future customer's of podium understand what they are in for. First of all Installation was a nightmare, it took them a full month to properly onboard, I was asking for help via email and support was copying and pasting previous emails, or they were setting me up in a call with sales team to ask me to upgrade my plan, Huh?...

The account manager we were supposed to get never reached out until we started asking to cancel the service. After this they allocated a new person which was super helpful creating cases to all the issues we were finding a long the way.

• Campaigns tab has a massive issue when downloading the results of each TXT campaign the columns do not migrate to what you see on the portal.
• Automated inbox rules are fully useless, first they can't be customized and second of all they do not drive incoming traffic correctly to each bucket.
• Inbox is impossible to organize all of your customer will be dumbed in one bucket.
• Phone number can't be linked to current company phone some clients mentioned they see it as a Spam Contact form lead connections glitch massively.
• Our website its on Wordpress and we had to constantly check if the leads were coming in. As of today we don't know how many customers we lost. Although our volume wasn't huge we did get a customer emailing saying he submitted the form and no one contacted him. Critical issue.
• The use case for the reviews tab its pointless as anyone can send the link for their GMB review tab. Podium should consider customizable micro-sites to make it branded and avoid bad reviews.
• Once a customer's information its uploaded into the system it CAN'T be modified nor deleted. We don't know how many of our customers went through this mix up hence why we were very careful with campaigns. We notices two clients having mixed up information. So when Automating a text it was another's client name but their phone and name were correct. Critical issue to call a client a different name just because of an error of automation.
• Templates where very useful but had to use as we manually had to review that the issue mentioned above was not interfering with the data of the customer and their name

Hope customer's or even Podium finds this helpful

They have Essentials: $289 a month the Standard: $449 and the Professional: $649. We had the Standard plan that was supposed to cover all the capabilities we needed.

The Account manager was great at opening cases and giving me the feedback that the support team was coming back it.