Swell

Vorteile

Cost effective- easy to communicate with support

Nachteile

There are glitches that happen occasionally

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Vorteile

Easy to use, attractive clean look on client's phones and makes them want to review. Really lovely staff and have always worked hard to improve their platform and take suggestions into kind along with taking care of requests. The pricing is hard to beat for the value.

Nachteile

I don't think using the phrase "don't like" is fair as it would sound overly critical. I think the more difficult part is the lessening of meritocracy at least on Google and if you're not playing their Google Ads game, the mountains of reviews, and my company has them at 4.8 rating which is nearly impossible in my industry to maintain, doesn't weigh in as it used to but I don't fault Swell there and of course, they have other review social media arenas you can opt for which I've not really attempted but when starting with Swell, Google was still more merit oriented. We'll see how it goes now that I'm doing some more Google Ads and haven't given up yet! I would like to see Swell work with Google as far as questionable reviews which sadly Google has ignored every appeal I've made respective of one in particular that uses profanity both in their handle and in the review. It would be cool if Swell had some inroad there.

Vorteile

I loved the easy access to our clients. I loved seeing when we would get a new review.

Nachteile

Creating a chat to a new member wasn't the easiest to figure out.

Vorteile

Replying to a customer is easy. As long as no one sends you a message while you are typing.

Nachteile

Constantly have to refresh to see new messages from customers/team. When you are typing, if someone sends you a message it will delete everything you typed. After typing your message you can not go back in to add emojis. Emojis have to be put in as you are typing, and you better hope you get the message in before someone else sends one. When you are searching for a customer name or number whatever you type stays in the search until you erase it. Even if you select the number.

Vorteile

easy to use
patients response rate is good

Nachteile

not all of our patients are in swell, we need to manual enter several

Vorteile

Easy of use! The dashboard is super simple, their support is great, and it's super simple for our patients.

Nachteile

Really there's nothing not to like : ) Highly recommended.

Vorteile

Promotes feedback and client ratings to show the quality and variety of client experiences at Shamrock Sailing Adventures.

Nachteile

Pricing for seasonal plans. Need to explore campaigning options that may make more valuable to promoting business expansion

Vorteile

The ease of access to view, reply and make adjustments when necessary to reviews, and contacts.

Nachteile

The length of time for implementation of Swell as a part of our workflow.

Vorteile

Positive outcome, friendly and direct customer service, great company!

Nachteile

It's all good. There are no issues at this time.

Vorteile

Swell has been the best add on to our online campaign. The setup is minimal and it works like magic from the day you start. Reviews just pour in.

Nachteile

I wish I knew about it earlier. Id suggest more exposure.

Vorteile

I love the dashboard, I feel it is inviting, and user friendly.

Nachteile

Set up was a little much, I remember having to go to every single computer in our office and having to download something, with us being a start up it did end up taking up quite a bit of time. Other then that everything has been GREAT!

Vorteile

Very easy to set up and get on board with them.

Nachteile

I really don't have any cons... from set up to 4 months into the program we have not had one disappointment!

Vorteile

Swell is very helpful for getting reviews

Nachteile

need more instructional videos to show how to do certain things

Vorteile

it is an affordable, priced at a fraction of the cost of more mature reputation management systems.

Nachteile

- does not offer benchmarking tools
-does not have all the minor features found in more mature alternatives

Vorteile

The integration with google reviews has made it easy for our customers to leave reviews quickly. I like being able to respond to reviews in swell. The webchat is decent for what we need after getting some guidance on how to set it up. The way that messages with clients are viewed is nice to see all the communication that has happened.

Nachteile

The dashboard is not complete. swell trained me on how to use the new dashboard but not all of it works completely which is frustrating and using the old dashboard is difficult. Some of the features such as the webchat, adding scheduling to webchat, and creating webchat groups was very confusing and not something i could figure out on my own, and I'm an intuitive person.

Vorteile

It automatically links closed clients to review platforms and takes that task off of my plate

Nachteile

When my reviews slowed down, I don’t know why it was happening or what changed. When the review platforms change their permissions or algorithms swell really has no control over that.

Vorteile

Simplifies the process of collecting and monitoring reviews and gives us the flexibility to have multiple campaigns for each organization.

Nachteile

The support team is knowlegeable but the time to resolve support issues using the chat function is super slow as if the team is helping multiple customers at a time. There is a long lag time between communication. Pretty consistent on every interraction. The chat window should remain on top of other windows to avoid forgetting there's an actual chat in progress because of the delay.

Vorteile

The ease of sending a text message out to customers and having them review in 1 tap is great.

Nachteile

I feel like we were lied to during the sales process. The API is absolute garbage compared to other software and the salesman said we'd be able to use it to do whatever we needed to in our in-house software based on Quickbase. That was a lie and the API is a mess to even sift through. Don't advertise use of an API when the API is worthless.

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Vorteile

I enjoy the review management, ease of use, customers are able to leave reviews and they post right to google

Nachteile

Nothing stands out as a least favorite quality of the software

Vorteile

Swell has been a great addition to our digital offerings for members. It's ease of use is fantastic and helps us stay connected to members all the time, not just during business hours.

Nachteile

There were some things we had to work through in the beginning with things not working as they should, but this is to be expected for a small start up.

Vorteile

Love the texting reminder for reviews! That has helped increase our review response quite a bit.

Nachteile

I wish I could text or email in the same area.

Vorteile

We really like the group chat feature whereby the customer can choose the department that he wants to communicate to within the same location. It eliminates members needing to screen if the messages are directed to their dept. We switch from Podium because of the feature.

Nachteile

It doesn't have the ability to automatically assign a conversation to a particular user within a group. The one engaging with the conversation needs to unassign the other group members, otherwise, they would be bothered by email notification on each response. It’s a pain if the group has a large number of members.

Vorteile

Navigating the website is easy. Managing the reviews are made easy.

Nachteile

Wish I could get their system integrated with our software, so I did not need to open a internet browser, but that might be because of our software provider.

Vorteile

Price - similar to other product we used. Love the instant formfeed and responses.

Nachteile

Assigning two different groups would be a nice option. Issues with some not being seen.
Easily attaching a review request.
Would like it to integrate.

Vorteile

Being able to text a client from our web site chat is game changer. Has increased sales!

Nachteile

The only con is you have to manually refresh the inbox to see new chats.

Vorteile

The product works great at solicitating reviews and responding to the results.

Nachteile

The product is great, but the customer service sucks. We had an issue with posting reviews to our website using a widget they provided – it worked on the desktop but not on the mobile – and it was impossible to get help. Each time I reached out I got an email reply that said they’re working on it. When I called the phone number that they provided I got a message that basically said, “we don’t take phone calls so send us an email or text message.” After four months of hearing that the Swell development team is working on it, I finally resorted to posting a negative Facebook recommendation. That got some action. Within 45 minutes I got a phone call from someone at Swell. He patiently listened to my issues and said he’d check into it. Within an hour I got an email explaining how to configure things so it would work with our mobile website. Products like this are all basically the same – different price points and different features, but they’re basically the same – so support is the game changer. For us Swell flunked the test and we’re moving to a different vendor when our agreement expires.

Vorteile

I love the 2 way texting it is very convenient for chatting with patients for scheduling, rescheduling.

Nachteile

At times even when a patient is in the system it will not find them so then I try and add them into the system and then it finds the patient.

Vorteile

Swell is super easy to use and works quite well. It produces pretty solid results when used.

Nachteile

Their customer service is pretty awful and the sneaky wording in their contracts AUTO RENEW without heads up of any kind. Thats a bit greasy.

Vorteile

Simplicity of use. It's ability to garner reviews.

Nachteile

Problem with mobile chat duplicating the test is on ongoing pain in the A$$. Fix it already.

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Vorteile

Automation of sending emails so that guest can leave a review.

Nachteile

Customer service and price is too high for what they offer

Vorteile

We found swell customer service to be available and helpful

Nachteile

The automation system never worked right

Vorteile

I love that I can acess all our offices reviews in one place without going into all three google business accounts. Swell also makes it easier for our patients to leave reviews that arent so technologically inclined by sending them a text with a link, they click it and it brings them right where they need to go to leave the review.

Nachteile

The only thing I dont like it that if a patient leaves a review directly though google and not by clciking the sweep link it doesnt show up on swell, so we still have to monitor the google business pages for reviews.

Vorteile

We love that Swell integrates with our practice management software and does the hard work behind the scenes. It is so easy to use the platform to monitor reviews. We have gotten so many more reviews without really putting in any effort at all. It is very reasonably priced as well. We would definitely recommend Swell to others!

Nachteile

We have nothing to complain about. We love Swell and what it has done for our online reputation!

Vorteile

Sales people were strong at the time of sale.

Nachteile

customer service was horrible when I was using it. Could not talk to anybody. And when it was improved, they did not have any experience

Vorteile

Quick responses! Easy to use and very convenient

Nachteile

Not a fan of the archives, it is tricky to find an older conversation

Vorteile

Not much. We actually left Swell due to all of the issues we had.

Nachteile

Customer service was awful. Could never speak to somebody, had to be chat or email. Review request were difficult to know if the customer actually received the request. Swell pay was discontinued which was very frustrating.

Vorteile

I liked the ability to message clients through email and text.

Nachteile

The automated messages needed to be set up by us.

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Zuvor genutzte Software

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Vorteile

We use Swell for two purposes, one being as our website chat and the other being as a way to request reviews from customers. The website chat feature has been a huge help because potential customers do not have to stay on the website for us to respond, all communication is to their phone, but through the Swell platform on our end. This has proved to be very efficient.

As for the review requests, our reviews have increased exponentially, and we credit it to how easy Swell's links make it to leave us a review. On our end, we also like that once we convert a lead in our CRM to a customer they are automatically entered into Swell's system. They are then automatically scheduled to be sent a review request at 6:00 p.m. that evening. Overall this has automated our system for reviews and made the experience easier for our customers.

Nachteile

It would be nice for the website chats to link up to our CRM so we can see if they are already a lead and be able to add them to our CRM from Swell if they are not. This is not a dealbreaker by any means.

The other thing is that the company we worked with before had a widget that we could put on our website so that our reviews automatically showed on our website. Something like this would be nice to have again, but still not a dealbreaker.

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Vorteile

Il y a un gage de qualité en ce qui concerne la restitution sonore,on ressent une sorte de pureté dans le son

Nachteile

Au niveau de l autonomie qui est égale seulement à 10 heures

Vorteile

Swell CX does a lot of cool things, but it's most valuable feature is perhaps its ability to create two-fold awareness for its users. What I mean by that, is that Swell CX helps businesses understand their customers, while also helping them gain exposure to new customers. The software does this in two major ways: first, by gathering ALL of your business' customer reviews, and displaying them all in one place; and second, by offering your business a means to interact w/ customers in a fully customizable way.
This means you can engage w/ your customers exactly how YOU want to, and that your business' Google reviews, Yelp reviews, Facebook reviews, even those provided exclusively to Swell, are organized, analyzed, and displayed in one simple dashboard.
This gives business owners incredible insight into customer experience, and a better way to interact w/ their consumer.

Here are some cool things Swell CX offers:
- easy to use, intuitive software
- useful review & reviewer metrics
- access to all public reviews and all private Swell reviews
- integration w/ powerful review sites like Google & Facebook
- a dashboard that displays all of your business' reviews
- customizable email & sms campaigns
- campaign metrics
- ability to manage multiple locations

Ultimately, Swell CX helps you better understand your customers which helps you better understand your business. With Swell, you have more control over customer engagement and perception. Plus, it's easy!

Nachteile

There are a lot of tools built into this software, and I want for them ALL to be used! My only fear is that businesses won't utilize the software to its full potential.

Vorteile

Swell is very easy to implement, and the dashboard is intuitive and user-friendly.

My favorite Swell feature is one I thought might be a negative: customers leave a review after only one click. Why would a one-click system be a negative? We previously used BirdEye and were very happy with them. Unfortunately, a programming glitch did not allow our practice management software to function with BirdEye on our server, so we had to part ways. But one BirdEye feature I really appreciated was a system to help guide unhappy customers to contact us directly instead of leaving a poor review on Google or Facebook. As a marketer, I try to avoid negative reviews like the plague! What I didn’t realize was that BirdEye’s “safety valve” involved extra screens for even the most enthusiastic customer to click through. When we switched to Swell, our sales representative convinced me that, based on our practice’s outstanding history of 5-star reviews, we likely didn’t need that safety net. Additionally, he was certain the one-click-to-leave-a-review system would lead to more customers leaving reviews. He was absolutely correct! We averaged 1-2 reviews a week with BirdEye, but have already had several days in which we received 5-7 reviews per day(!!) with Swell!

Nachteile

The two details I have asked Swell to address are:
- A small review counting badge that we can install in the header of our website (they are working on it).
- For our replies to reviews to be visible in the Swell review scroll that we have on our website. Again, I hear the technical wizards at Swell are working to fulfill this request.

Vorteile

I implemented Swell because I was very impressed with the sales person [SENSITIVE CONTENT] and needed a software that I could add to my website to both allow potential clients to ask questions, etc AND encourage guests to write reviews.

Nachteile

I do not find the support to be great. In fact I initially stopped using Swell, because I did not like the person helping me and then when I was talked back into coming back, I was put with her again. She was not much nicer and then I reached out to ask question, she told me to go ask someone else because it was not in her job description anymore, so I did and I basically was told that I wasn't trained correctly...I wanted out of my expensive contract and was told no. So I am riding it out and hoping things get better and using it minimally. The app does not do half of what the website does. The back end of the website is not super intuitive. Review alert is slow.

Vorteile

It is a convenient tool that connects me with my customers. Though there are glitches with some of the features, the customer service has been good about looking into the problems.

Nachteile

There are parts of the design that are not easy to navigate. Some of the features I do not use because they are vaguely marked and I don't want to hassle with them. As stated earlier there have been glitches with the photo features when using my iPhone. The first issue was resolved, which was that the photo feature was not working at all. The second issue may have been resolved but I am tentative to attempt using this feature because it was sending the same photo with every text. I don't want to flood a potential customer with repeating photos every time I try to communicate.

Vorteile

Review management has been an incredible success. But adding Swell to our website was a game changer. Our team fields so many questions from potential clients that would have gone unanswered before! The text engagement is better for us than Live Chat; it allows us to continuously communicate with them, without losing the conversation. Our prospective client engagement is through the roof!

Nachteile

There were a few bugs in the beginning, but its been pretty smooth sailing so far!

Vorteile

We weren't restricted to a maximum number of contacts. No matter how many contacts we have, the price is the same.

Nachteile

Nothing notable. They're a smaller company which caused some issues between one of our APIs. (Likely because we are the first ones to need this certain API). That being said, the Swell team has been great with working with the other company to get things fixed.

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Vorteile

Swell is easy to use and works well as a basic web chat/ customer text service. It's easy to keep track of each employees customer interactions. Uploading our client information was pretty seamless and our onboarding included a lot of support with even tutorial videos sent to share with the team at my request.

Nachteile

There is room for improvement. Sending photos to clients is hit or miss...when they do send it sends when you click...it would be nice if there was a preview so that you are sure you send the correct photo. We have had a lot of issues with the app for our team members that don't have IPhones. The notifications can feel a little clumsy at times. There is no real way to see who has sent reviews when...you can see the reviews and what stage they are in but further expansion would be helpful

Vorteile

I love the notifications for reviews and surveys. I don't have to think to login to Swell- I just open my email and there it is.

Nachteile

I would like if the emails showed the review without the need to login for the full review details.

Vorteile

It gives us reviews quickly and sends out a link to the patients right after their appointment while it is fresh in their mind.

Nachteile

I really do not have any Cons, we like this service and plan to stay with them for a long time to come.

Vorteile

Texting was simple. We didn't use the review feature.

Nachteile

The latest app update changed the way a text message looks when you type. The sentence is a run on, meaning there's no breaks after so many characters making it very difficult to proof before you send to a customer.

Vorteile

I like the fact that I can customize my settings, then turn on auto reviews and never have to manually send review requests. I just have to maintain it by responding to reviews and texts, which is easy and still gives my patient's the personable feel.

Nachteile

It was difficult to integrate the software by myself, but as soon as I got a rep to help me it was very easy.