It improved customer service by generating fair reviews from other people.

What are the best aspects of this product?

One of the features that make Podium a standout for reviews is the dashboard, which is easy to view and use simultaneously. I can work on sending and replying to reviews even if I am at home or in a coffee shop, thus making me more productive in addressing real-time issues. With Podium, I don’t miss anything because the notifications are being sent right on time. Ever since our company transitioned to Podium, we have been getting more quality and meaningful reviews that play a big part in the way that we should run the company. So even though we are amid a pandemic, we can see good reviews that keep us going.

What aspects are problematic or could work better?

Before purchasing this product, we were told that its compatible with 95% of existing CRM’s and BI in the market. Apparently, after the installation process, we figured out that we are having issues using it with Service Titan. We bill our clients using different ways, and the problem is this platform does not send automated review links for accounts with lower bills. It means that we are missing out on the opportunity of getting more favorable reviews from our clients. Currently, I am coordinating with Podium’s CS team to find a way to address this issue on their end.

What specific problems in your company were solved by this product?

I like that we are getting regular reviews on a day to day basis. The feedback that we are getting from clients is so heartwarming that it inspires us to do better. Our technicians are also working hard to provide better service that makes them confident enough to offer to send the surveys themselves. Great feedback inspires them to do better in their craft.

Are you a current user of this product?

No