OvationCXM

Pros

It has been excellent for us because it puts everything we need in one place. We handle customer support through email, chat and phone and at the same time we use chatbots, a knowledge base, online forms and schedulers to collect information and book meetings. It saves us from having to piece together a bunch of separate tools just to make everything work. Even so, it still offers plenty of integrations. We were able to connect our phone system (8x8), Slack and Salesforce right out of the box. On top of that, their onboarding and support teams have been fantastic.

Cons

Because the platform has so much functionality, it does take some time to configure it properly and really get everything set up the way you want. It's fairly easy to learn and start using but there's clearly a lot more the system can do that we still haven't fully tapped into.

Pros

It has come through for me and my sellers again and again especially with difficult network setups and those last-minute situations that can make or break getting an account finished. Their support has a real impact on my day-to-day work because they help fill in the gaps on networking issues that are outside my area of expertise. I also really value how quickly and professionally they handle each seller. I send most of my sellers to them because I trust that the job will be done right the first time and if something does miss the mark, they make sure it gets corrected. I truly appreciate everything it does.

Cons

At times, there's a bit of inconsistency in how familiar some techs are with my specific Square for Restaurants product. Thankfully, I've already shown my sellers how to work through the app well before a tech gets onsite so it hasn't caused major problems. If I had to ask for anything more, I'd want additional resources for my sellers around trusted networking equipment like routers, switches and access points. Some of them are still using very old original hardware and it would be helpful if there were more consistent encouragement to get that equipment updated. Other than that, keep up the good work.

Pros

Working with their day-to-day team has been a really positive experience. They're consistently responsive, professional and proactive about finding ways to help us improve our communication and, in turn, the overall experience for our merchants.

Cons

The Relay portal isn't the most visually appealing but it does include most of the functionality we rely on for our day-to-day work.