Social Survey Has Elevated My Business!

Social Survey is an excellent company and a phenomenal product. In just a few months, their software has allowed me to collect nearly 60 customer surveys on many of my staff members. Highly recommended!

Pros

Social Survey makes the process of securing customer surveys quick and seamless. Their API allowed me to connect the platform to my CRM. Social Survey has an incredible and supportive team of people always willing to help.

Cons

There aren't any cons that come to mind. I do believe they can improve their dashboard.

Great Service!

SocialSurvey has been great on many levels. Our Loan Officers love it because it allows them to gather more reviews and then brag about their service. Our compliance team loves that we can mitigate risk by getting a negative review internal only allowing us to step in quickly before escalating. The marketing team loves that it boosts our SEO, it's compliant, easy for the loan officers, extremely simple to use, and automated. The customer service is fantastic! They are happy to help any time and have extremely quick turn-times.

Pros

How automated the system is, not requiring any action from our Loan Officers.

Cons

The only negative is the process of resolving issues for when a loan officer leaves the company. When a loan officer leaves, if they have unhappy clients who are in the process of closing with that loan officer and we have to move that client to a new loan officer, if the client leaves a negative review based on the first loan officer experience, it gets put in the name of the new loan officer and there's not an easy way to resolve that.

Pray you don't run into tech issues, their support team does NOT respond

I wish I could give 0 stars. The worst customer service I have EVER experienced on a technology platform. As an enterprise customer, our company has been reassigned Account reps 3x in the last year as we migrated from Social Survey to Experience. Their new platform is loaded with development bugs that have impacted our business and reputation but no one is responsive to answer questions or fix these issues. I've been waiting on help from billing issues for the last 6 months but due to all the customer service changes, nothing has been done - just passing me along and giving me the runaround with nothing accomplished. Recently, my account rep left the organization and I was not notified of her departure nor assigned a new rep. After searching for her supervisor on Linkedin to ask who my new rep would be, I was told they were restructuring and their customer success team responsibilities were now being routed to the "concierge" support team. I was told to contact the same support team that hasn't responded to ANY of my emails, calls or voicemails in the last month. I find it ironic that their mantra is "Create Wow" for their customers and they can't even respond to the people who are paying for their services. Wow is certainly the reaction I've had with Experience lately...but not in the good way. Wow of disbelief that they could care SO little for their customers.

Pros

We have a gateway survey to help us gauge our customers' experiences before we ask for their recommendations on other platforms.

Cons

Development, customer service, support are all non existent.

Excellent Review Engine that pushes reviews to Most All Social Media!

Get raving reviews!

Pros

I can customize my review levels to post and simple integration to Social Media

Cons

Had issues with Zillow integration due to saved passwords on me the users end