17 years helping Singaporean businesses
choose better software

About Swell

Swell helps practices get better patient and employee feedback.

Learn more about Swell

Pros:

We switched from Podium to Swell and are so happy we did. We are saving tons of money for the same level of service.

Cons:

I think it asks people too many times to leave a review if they don't respond to the first message.

Swell ratings

Average score

Ease of Use
4.6
Customer Service
4.6
Features
4.5
Value for Money
4.5

Likelihood to recommend

8.5/10

Swell has an overall rating of 4.6 out 5 stars based on 348 user reviews on Capterra.

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Filter reviews (348)

Mallory
Mallory
Director of Editorial & Content Marketing | Product Manager in US
Verified LinkedIn User
Computer Software, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

Swell CX is all about enabling businesses to engage w/ customers in an easier, more meaningful way.

5.0 7 years ago

Comments: Swell CX gives you the tools to better manage your customer experience and more meaningfully interact with your consumers. That's a powerful benefit, and one that will help you achieve greater success in your business.

Pros:

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!

Cons:

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.

Jack
Dentist in US
Health, Wellness & Fitness, 2–10 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

We love SwellCX

5.0 5 years ago

Comments: We are able to quickly gain reviews from patients of our dental practice. These reviews can easily be responded to through the platform. We have grown with new patients seeing the number of reviews we have as well. It is a very cyclic process that is growing moving forward.

Pros:

This software seemlessly integrated with our system to send review requests daily. Since the implementation we have gotten about 25-30 reviews per month. This was compared to the 5 per month we were getting in the previous timeframe with a different platform.

Cons:

We have had no issues with the program. Any customization was addressed quickly from support and resolved our concerns. The only thing that could make it better would be saving some money. However, it is already well worth the price that we pay.

Nikki
Customer Service and Scheduling Supervisor in US
Consumer Services, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

Please fix your app

1.0 last year

Comments: We call your program "Not so Swell".

Pros:

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

Cons:

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.

Swell CX Response

last year

Hey Nikki, we're sorry you're having a bad experience with our messaging features. We're making big improvements to how that works over the next few months that should address some of the issues you've been seeing. If there's anything we can do to help or if you'd like to share more about your experience, your feedback will only help us improve. Just reach out to [email protected]. Thank you!

Jake
EVP Client Strategy in US
Hospital & Health Care, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

Best Tool on Market to boost patient engagement

5.0 5 years ago

Comments: their customer support and training support is terrific. It was easy to setup and even easier to use.

Pros:

The webchat tool is designed as a lead generation tool first, which helps patients, website visitors, and staff engage via text instead of tethering them to the computer. I also love the automated system to invite patients to leave reviews straight to Google without too many clicks. consistently seeing 25% more reviews come through Swell than any other tool being used in the dental industry.

Cons:

The fact that we can't do automated appointment confirmations or reminders via SMS or online booking. They already integrate with most practice management softwares so I can't imagine this would be difficult to do.

Lindsay
Office Manager in US
Medical Practice, 2–10 Employees
Used the Software for: 1+ year
Reviewer Source

If you are not using Swell for review management, you are missing out!

5.0 3 years ago

Comments: I have had a good experience overall with Swell.

Pros:

We had been using Swell for review management for about a year when our dental software incorporated review requests. We canceled Swell for a short time for the built in product. We noticed a huge drop in review response using the other review management. Lesson learned, Swell has a method to produce the best response. I also love the text to pay feature. That has been a game changer.

Cons:

Software updates have proven to be problematic with Swell at times but not updating in the database. Patients with canceled or moved appts would continue to be contacted. It took several days and attempts to remedy the situation.

Daniel
Owner Dentist in US
Medical Practice, 2–10 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

Doubled the number of Google Reviews!

5.0 5 years ago

Pros:

How many more reviews we received the very next month using the software

Cons:

I wish we could make it so that patients who wrote a review would NOT receive another request in the future

Britney
Marketing Manager in US
Hospital & Health Care, 51–200 Employees
Used the Software for: 6-12 months
Reviewer Source

Nothing Compares to Swell CX!

5.0 5 years ago

Comments: My overall experience has been great! Anytime something hasn't worked properly or I needed help, [SENSITIVE CONTENT HIDDEN] is quick to respond and resolve whatever it may be! So thank you for making the streamlining process for our practices a breeze!

Pros:

What I love most about Swell CX is how easy it is to use. Everything is on one dashboard which makes implementing it at the office level so much more convenient and you can't beat the price for the product that you are receiving.

Cons:

What I like least about the software is how the review widget appears on the website and it doesn't automatically pull new reviews that come through just the ones up until the point of installing the widget.

Elle
Marketing Director in US
Sports, 2–10 Employees
Used the Software for: 6-12 months
Reviewer Source

Great Tool for Our Team

5.0 3 years ago

Comments: We mostly use Swell to improve the customer experience and customer satisfaction and it really has been a great tool for us in that sense. We haven't used it for much more than that, but the experience has been positive.

Pros:

This has been a great tool to better manage our customer service and customer experience. We do also encourage reviews on occasion and that has helped us build our online reviews.

Cons:

I wish there was a way for the person who addresses the customer to be the only one who receives notifications for that message chain. Sometimes, it can be a little overwhelming, but I guess, at least everyone is in the know.

Joshua
President in US
Hospital & Health Care, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

Swell was the perfect choice!

5.0 3 years ago

Comments: The entire process has been excellent and its made such a huge improvement on how we communicate with potential and current customers.

Pros:

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!

Cons:

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

Heather
Office Manager in US
Health, Wellness & Fitness, 2–10 Employees
Used the Software for: 1-5 months
Reviewer Source

Alternatives Considered:

GLAD WE CHANGED!

5.0 4 years ago

Comments: So far it has gone very well!

Pros:

We had it set-up so Swell would start the day our other company ended. The transition was seamless! We've already received 7 Google reviews in just a few days! I am very hopeful that we will continue to get new reviews and our business relationship with Swell continues well!

Cons:

I haven't quite mastered the website and it seems very overwhelming but that is partly my fault as I haven't taken time to really work with it since we are so busy.

Jacob
Marketing Coordinator in US
Health, Wellness & Fitness, 11–50 Employees
Used the Software for: 1-5 months
Reviewer Source

Alternatives Considered:

Good quality and price

4.0 last year

Comments: Good experience. The product is the same as other vendors and cheaper.

Pros:

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

Cons:

The automated messages needed to be set up by us.

Trisha
Owner in US
Hospitality, 2–10 Employees
Used the Software for: 1-5 months
Reviewer Source

Alternatives Considered:

Terrible Experience

1.0 2 years ago

Comments: Terrible experience. We made it very clear that we used Go Daddy only to find out that it was not compatible with it after we signed and paid for everything. We already spent an hour learning to use the system and then they wanted to log in to try and integrate the system for us. By this time we are already irritated and in full swing of our busy season. We did not want to sit through more virtual meetups. We wanted our money back. They withheld $400+ from us for the initial setup.

Pros:

It seemed easy enough to use. Nothing was too complicated to follow.

Cons:

Was not compatible with Go Daddy but was not told this until after we paid and signed for it.

Megan
Marketing Manager in US
Financial Services, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

Great Option

4.0 3 years ago

Comments: We have had a great experience with Swell. It is very affordable compared to competitors on the market, with all of the same features. Any time there has been an issue with something not working appropriately, they have it fixed very fast. No issues at all, highly recommend!

Pros:

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.

Cons:

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.

Eric
CEO in US
Marketing & Advertising, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Online review generation needs to be simple - Swell does it the best!

5.0 5 years ago

Comments: Phenomenal product and support!! I run a marketing agency that works with hundreds of dental practices, and Swell is by far our favorite partner. Their system works seamlessly and is so simple for our dental clients to use. We have seen reviews increase by 50-100X in the first 6-months. We recently had a practice that wanted to get to 100 reviews. They were at 47 reviews for the first 3-years in practice. By the end of the second month using Swell, we had accomplished our goal of 100 reviews. That was more reviews in 2-months than that practice had in 3-years. Thanks for all the success!!

Pros:

Managed service. Swell will do the install for you, and once it is installed, it is extremely easy to use for dental practices.

Cons:

Drill down and data aggregation functionality is not the best

Steven
Marketing & Media Director in US
Construction, 51–200 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

After Using For Months, We Are Switching Off of Swell

1.0 3 years ago

Comments: Negative experience overall. They stopped letting us send out reviews, and reviews that were "sent" weren't being counted accurately so I couldn't track my employees correctly. We definitely got more reviews, but for the cost we expected to be able to use the API to integrate and automate the reviews but that didn't happen because the API is the worst we've seen.

Pros:

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

Cons:

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.

Tyler
Director of Business Development in US
Logistics & Supply Chain, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Great Product and Customer Service!

5.0 3 years ago

Comments: [SENSITIVE CONTENT] from Swell was immensely helpful! [SENSITIVE CONTENT] went over and beyond. He answered all of my questions real time. Then he dove right in and helped create a Zap/web hook that now creates a new lead in our CRM automatically from our Swell account. This is game changer! It will not only save time but it will help us capture more business! [SENSITIVE CONTENT] thank you so much for all you do! 😊

Pros:

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

Cons:

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

Jessica
Owner in US
Veterinary, 2–10 Employees
Used the Software for: 6-12 months
Reviewer Source

Great way to communicate with customers!

4.0 3 years ago

Comments: Swell has made it easy for us to send out text or email messages to large groups or all of our customers. I like the ability to send to all but also to create groups that I need. We also use the individual messaging daily to send reminders or pictures to customers that do not use our social media platforms.

Pros:

We have found this software helpful in getting messaging out to customers for appointment reminders as well as event reminders. I have had some trouble at times figuring out how to get things to work but the Swell team will answer questions and the Help answers take you step by step.

Cons:

I feel it could be a little more user friendly and obvious how to send mass messages, etc.

Holly
Operations Manager in US
Hospital & Health Care, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

Significant increase in google reviews

3.0 last year

Pros:

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.

Cons:

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.

Swell CX Response

11 months ago

Hey Holly, thank you for the review! We'd love to hear more about your experience and see if there are ways we can improve performance or better support you. Please reach out at [email protected] or give us a call at a (844) 560-2626.

Matt
Dentist in US
Hospital & Health Care, 2–10 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

Swell after 8 months

5.0 5 years ago

Comments: It has been good. We have gotten almost 200 reviews in less than a year.

Pros:

It’s pretty effortless after you get it dialed in.

Cons:

That if you allow google and Facebook as a review platform it also introduces the swell review. When you do that it takes reviews away from google and Facebook. I probably had 30 people review me in swells platform which is completely worthless because no one can see them but me. They need to remove that option. When I contacted customer support they said it could not be removed.

Liz
Sales manager in US
Retail, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Sales Manager

4.0 3 years ago

Pros:

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

Cons:

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.

Blake
Customer success manager in US
Entertainment, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

A messager that doesn't auto reload.

3.0 2 years ago

Comments: It used to be better. Many of my coworkers aren't announced when they are assigned to a conversation. Many of my co-workers names don't appear so it's impossible to know who said what.

Pros:

It is a convenient way to communicate with our customer base. Being able to save messages is usefull.

Cons:

The software does not automatically reload itself. Because of this my coworkers and I will often double message a customer after they have messaged us.

Swell CX Response

2 years ago

Hi Blake, thank you for taking the time to share your feedback with us. I've passed this along to our product team so they're aware of the double messages and trouble with showing who is assigned to a conversation. Thanks for being a customer.

Rhonda
Office Manager in US
Medical Practice, 2–10 Employees
Used the Software for: 1+ year
Reviewer Source

Great Service!

5.0 2 years ago

Comments: My Dr and myself like this system very much. They post things to our Google so we do not have to do that ourselves or hire another company to do so.

Pros:

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

Cons:

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

Swell CX Response

2 years ago

Thanks so much for taking the time to leave this great review, Rhonda! We're so glad your Swell texts have been helping you earn Google reviews.

Rebecca
Owner/Operator in US
Leisure, Travel & Tourism, 2–10 Employees
Used the Software for: 6-12 months
Reviewer Source

Would not Recommend. Waste of Money.

1.0 3 years ago

Comments: My overall experience with Swell was horrible. Not only to have issues from the start, but I was misled about a seasonal contract, as I am a seasonal business.
So being trapped in to a contract where the claims of service are not being met. My number of reviews went down after starting Swell.
This is a true salesman style company, great word tracks and presentation, but nothing to back up the claims.

Pros:

The only good thing I can say is that the software was easy to use and learn. However, useless it may have been.

Cons:

I experienced constant issues with the integration. Took over 45 days to get the Swell integration complete and working after being told it would seamlessly integrate to Fareharbor. Of course this used up my trial time as well. So you can guess what happened next. Reviews were not sent to every customer as was claimed to happen once the integration was complete. Response at getting reviews went down once Swell took over the review requesting.

Talon
Dentist in US
Hospital & Health Care, 2–10 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

Pure Genius

5.0 5 years ago

Comments: 10/10, couldn't be happier.

Pros:

How hands off and accessible it is. It's hard to imagine something being easier to work with.

Cons:

When my CC was changed I wasn't notified it was no longer working. Of course it's my responsibility as well.

Fran
OPERATIONS MANAGER in US
Medical Practice, 2–10 Employees
Used the Software for: 1+ year
Reviewer Source

Swell is swell!

5.0 2 years ago

Comments: Overall, Swell is an excellent product and has increased our 5 Star google ratings since we've been using it. It makes

Pros:

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.

Cons:

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

Swell CX Response

2 years ago

Hi Fran, thanks for this great feedback! I'm glad you've liked using Swell and that it's helped you earn 5-star reviews. I will share your comment about seeing the full review without logging in with our Product team. Thank you!