# Swell Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Swell the right Review Management solution for you? Explore 356 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/172802/Swell/reviews --- Swell 4.6 (356) [View alternatives](https://www.capterra.com/p/172802/Swell/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of Swell Ease of use 4.6 Customer Service 4.6 ## Pros and Cons in Reviews CP Cher P Practice DirectorHospital & Health Care, 2 - 10 employeesUsed the software for: 1-2 years. “Easy to use, very efficient, and helps us consistently gather patient feedback while also strengthening our online presence and improving patient engagement overall.“ April 9, 2026 SS Shannon S CEOEntertainment, 2 - 10 employeesUsed the software for: More than 2 years. “I consider that a huge mistake and personally believe that had I stayed with Swell, I'd be closing in on 2000 reviews today or nearly twice where my company currently sits.“ August 9, 2024 TC Tracy C OwnerHealth, Wellness and Fitness, 2 - 10 employeesUsed the software for: More than 2 years. “Our texting campaigns for broader messaging to our clientele was effortless and fruitful.“ October 15, 2025 HM Holly M Operations ManagerHospital & Health Care, 11 - 50 employeesUsed the software for: 6-12 months. “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.“ October 31, 2023 TC Tracy C OwnerHealth, Wellness and Fitness, 2 - 10 employeesUsed the software for: More than 2 years. “Swell is highly recommended by us for our communications with clientele which has allowed our business to grow beyond our borders.“ October 15, 2025 AJ Amy J ManagerHealth, Wellness and Fitness, 2 - 10 employeesUsed the software for: 1-2 years. “Creating a chat to a new member wasn't the easiest to figure out.“ February 3, 2025 CP Cher P Practice DirectorHospital & Health Care, 2 - 10 employeesUsed the software for: 1-2 years. “Overall, a very positive experience, simple to use, effective, and helpful for managing patient feedback and improving our online presence.“ April 9, 2026 SS Shannon S CEOEntertainment, 2 - 10 employeesUsed the software for: More than 2 years. “Not only did their CEO never return a call, that company hasn't been much heard of since.“ August 9, 2024 ## Showing most helpful reviews Showing 1-25 of 356 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Mason M. Assistant Manager Retail Used the software for: Less than 6 months ### "Great alternative!" October 12, 2021 4.0 We love the product and feel like they really listen to their customers! Pros We love all the thoughtful extras they have built into the application. We made the switch and we are glad we did! Cons It needs to run a little bit better. Swell hasn’t worked out all the kinks Alternatives considered [Weave](https://www.capterra.com/p/141842/Weave/)[Birdeye](https://www.capterra.com/p/152997/BirdEye/) Reason for choosing Swell Price and user interface Switched from [Podium](https://www.capterra.com/p/164285/Podium/) Issues and lack of customer service with podium Review Source SG Savannah G. Marketing Manager Construction Used the software for: Less than 6 months ### "Game Changer" April 29, 2022 5.0 Overall our number of reviews has increased and a step was taken off of our team's plate since the links are sent automatically. Swell has also relieved the stress that our team used to have about having to answer chats immediately or risk losing the lead. Pros 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. Cons 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. Alternatives considered [Birdeye](https://www.capterra.com/p/152997/BirdEye/)[Podium](https://www.capterra.com/p/164285/Podium/) Reason for choosing Swell Swell made the most sense for us because of its price and it had a seemingly easier platform, which has been proven true since using Swell. The initial meeting showing me the platform was very informative and I was never pressured into making a purchase, follow-ups were only done at agreed-upon times. Review Source NJ Nikki J. Customer Service and Scheduling Supervisor Consumer Services Used the software for: 6-12 months ### "Please fix your app" October 19, 2023 1.0 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. Switched from [Podium](https://www.capterra.com/p/164285/Podium/) Because Podium was raising the price. You get what you pay for (enter "shrugs" emoji.) Review Source Response from Swell CX October 25, 2023 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 support@swellcx.com. Thank you! NT Nicole T. Marketing Coordinator Hospital & Health Care Used the software for: Less than 6 months ### "BirdEye was good; Swell is GREAT!" February 1, 2021 5.0 I’m writing this review because I have been very happy with Swell in our first 3 months of use. The software has exceeded my expectations! I have also been absolutely thrilled with Swell’s customer service. I always get an answer or solution within the day of my inquiry. Fantastic! Pros 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! Cons 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. Alternatives considered [Weave](https://www.capterra.com/p/141842/Weave/)[Podium](https://www.capterra.com/p/164285/Podium/) Switched from [Birdeye](https://www.capterra.com/p/152997/BirdEye/) As previously stated, a software compatibility issue between BirdEye and our practice management system required us to part ways. I was very sorry to leave BirdEye, but what a blessing in disguise! We have captured FAR more reviews with Swell than we ever did with BirdEye. Review Source JJ Joshua J. President Hospital & Health Care Used the software for: 6-12 months ### "Swell was the perfect choice!" October 15, 2021 5.0 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! Switched from [Podium](https://www.capterra.com/p/164285/Podium/) Initially it was price... but the customer and technical service one us over very quickly! Review Source FO Frazier O. Head of Marketing Entertainment Used the software for: Less than 6 months ### "The SMS Marketing Platform that fits in your budget." February 8, 2022 5.0 I see a lot of companies advertising themselves as the solution for small businesses. Yet, their pricing is high and honestly pretty restrictive in what you can actually do with it. Especially for small businesses. Swell is the exception. Their price point for the web chat, reviews, and SMS campaigns are totally fair. Not to mention their customer service team has gone above and beyond for us getting our integrations worked out. I would encourage any company looking to implement a new SMS software to go with Swell. Pros We weren't restricted to a maximum number of contacts. No matter how many contacts we have, the price is the same. Cons 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. Alternatives considered [ActiveCampaign](https://www.capterra.com/p/79367/ActiveCampaign/) Reason for choosing Swell The cost and tools provided by Swell fit exactly what we needed. Switched from [Podium](https://www.capterra.com/p/164285/Podium/) We didn't mind Podium. They worked great with some of our other software. The cost was just too much. We were looking at an additional $200 a month just to send a monthly SMS message to SOME of our customers. (We weren't restricted to the monthly messages. That's just the frequency of our campaigns). The cost increases the more contacts you have. Review Source AF Alan F. Owner Consumer Services Used the software for: 1-2 years ### "Good at first, then..." December 13, 2022 3.0 Beware! The biggest problem we have with Swell is their customer service and support. It is a joke. We lost the ability to text our customers, through no fault of Swell, but when we called support we got their voicemail. We left a message during their posted business hours on a Thursday. They never called us back. We finally called sales and they picked up the phone on the first ring (a little trick I learned when companies don't answer their support calls). The salesperson said they would transfer us to support but warned us they like to get off early so they may not answer. They didn't... This company will do a great job during the sales process but their support is non-existent. Pros Texting was simple. We didn't use the review feature. Cons 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. Switched from [Birdeye](https://www.capterra.com/p/152997/BirdEye/) Price and I was thinking great customer service. Boy was I wrong. Review Source AG Alisha G. Office Manager Medical Practice Used the software for: Less than 6 months ### "Great product!" October 7, 2021 5.0 Love swell, we have gained so many new reviews in the short time we've had it. Pros 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. Cons It was difficult to integrate the software by myself, but as soon as I got a rep to help me it was very easy. Reason for choosing Swell It came with my Gargle website package as an add on option and I'm very glad it did. Switched from [Podium](https://www.capterra.com/p/164285/Podium/) Podium was very expensive and kept building on all these features that I didn't need because my PMS already did them at no extra cost. Review Source EH Elle H. Marketing Director Sports Used the software for: 6-12 months ### "Great Tool for Our Team" May 4, 2022 5.0 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. Switched from [Podium](https://www.capterra.com/p/164285/Podium/) Swell provided a very similar experience but was less expensive. We were also navigating some random challenges with Podium. Review Source MV Max V. Partner Law Practice Used the software for: 6-12 months ### "Worth Every Single Penny and All Small Businesses Should Use This Product" May 13, 2022 5.0 I have had no problems with customer service, i have had only a few reasons to contact customer service, my experience is only positive. Pros Integration into the business was simple, fully integrated in less than 30 days, and i did not have to dedicate very much of my time to get that full integration accomplished. Cons Does not yet work with some of the most important review sites that are specific to my industry (legal services). Alternatives considered [Birdeye](https://www.capterra.com/p/152997/BirdEye/)[Podium](https://www.capterra.com/p/164285/Podium/) Reason for choosing Swell Cost was much less, sales presentation was most honest. They actually acknowledged their product was not perfect, still being developed and improved, which was refreshing. Review Source BS Brian S. owner Hospital & Health Care Used the software for: Less than 6 months ### "Swell is the best!" November 18, 2024 5.0 Working with Swell has been wonderful and the number of reviews we have received from our patients in the 4 months that we have been with Swell is amazing! Pros Very easy to set up and get on board with them. Cons I really don't have any cons... from set up to 4 months into the program we have not had one disappointment! Review Source aT archita T. marketing professional Accounting Used the software for: I used a free trial ### "effectiveness" September 9, 2024 5.0 it was very good. doctors are so friendly and helpful. Pros it is an affordable, priced at a fraction of the cost of more mature reputation management systems. Cons \- does not offer benchmarking tools -does not have all the minor features found in more mature alternatives Review Source SB Scott B. Marketing Director Health, Wellness and Fitness Used the software for: 1-2 years ### "Great Product/Sub-par Customer Support" October 24, 2023 4.0 Pros The product works great at solicitating reviews and responding to the results. Cons 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. Review Source SP Star P. Igniter Web Designer and Marketing and Advertising Used the software for: Less than 6 months ### "Fairly Good So Far" May 2, 2022 4.0 The initial swell representative that gave us a demo gave us the false impression that we could manage client messages easily from text messaging on our phones. It only works that way for the customer side. The app for swell on phones is not very good, it doesn't look great, and the features are very limited. Pros 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. Cons 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. Review Source KS Karen S. GM Recreational Facilities and Services Used the software for: 1-2 years ### "Very nice company" October 25, 2023 4.0 Nice people, not our favorite but we liked their staff Pros We found swell customer service to be available and helpful Cons The automation system never worked right Switched from [Podium](https://www.capterra.com/p/164285/Podium/) Pricing Review Source Response from Swell CX October 26, 2023 Hey Karen, thanks for your review! If there's anything we can do to help out with the automations, please reach out to us. Our phone support is open from 8 AM - 5PM MT at: 844-560-2626. You can also chat in on our website 7 AM - 5PM MT. RS Richard S. President Veterinary Used the software for: 6-12 months ### "Great customer service . They could improve on some areas but generally worthwhile" October 11, 2021 3.0 generally good. I would like them to improve the campaign management and I would like it better. Pros pulls contact information from my POS and prompts them for a review. Easy to communicate with customers Cons campaign management and creation are tedious and has required customer service help each time - customer service is great. Review Source CC Crisel C. CEO Leisure, Travel & Tourism Used the software for: 6-12 months ### "I didn’t really help with much in my business" October 27, 2023 3.0 Not very good. I feel they didn’t deliver what they had sold Pros Automation of sending emails so that guest can leave a review. Cons Customer service and price is too high for what they offer Review Source Response from Swell CX December 12, 2023 Hey Crisel, we'd love to learn more about your experience. Please feel free to shoot us an email at support@swellcx.com or give us a call at a (844) 560-2626. We'd be happy to see what we can do to help your account's performance. SI Steven I. Marketing & Media Director Construction Used the software for: 6-12 months ### "After Using For Months, We Are Switching Off of Swell" May 9, 2022 1.0 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. Alternatives considered [Birdeye](https://www.capterra.com/p/152997/BirdEye/)[Podium](https://www.capterra.com/p/164285/Podium/) Reason for choosing Swell Price for feature set. Review Source KM Kelsey M. Account Manager Marketing and Advertising Used the software for: 2+ years ### "Great Software to Help our Clients GMB shine!" October 7, 2021 5.0 Love Swell! Their team always does a great job kicking off our clients. Pros Swell really aids in our team's SEO efforts by allowing our dentists to rack up reviews for their GMB and have them stand out against competitors. The live chat feature is also great for patients who are not looking to book and appointment via phone call. Cons To my knowledge Swell can only send automated reviews with certain PMS's. It would be nice to see more PMS integrated with Swell and able to send automatic reviews verses manual. Review Source JR Jen R. Director of Operations Medical Practice Used the software for: 6-12 months ### "Great Service and Easy to Use!" September 19, 2022 5.0 It has been very easy and the process has been great! No complaints. Pros I love that we can customize which providers patients are sent the text message to write a review. We have multiple providers in our practice and some providers team's choose to send them manually and some want them automatically sent at the end of the day. I also love that you can choose to send certain messaging contingent on the service that took place. Great Software! Cons I wish that it had the option to help with negative reviews. We don't get many, but it would be great if those could be filtered, in order to give us time to respond to them before they are posted. However, I know this is not possible for Swell to do, but would love that capability. Review Source Response from Swell CX September 28, 2022 Thanks for this great review, Jen! WS Will S. owner/manager Retail Used the software for: Less than 6 months ### "Great way to interact with customers" May 9, 2022 5.0 Love it! It's much more beneficial than we could have hoped for communicating with customers. Pros When we started with Swell it was originally to piggyback on our kayaking program registration software. We got it for folks to ask questions and get a quick response, in regards to classes and trips. What we found is customers are using it to find products and inquire about other services our business offers, much more so than just the programs we offer. Cons It is not super intuitive to edit features in the backend of the module. However, their customer service is quick to respond and help make corrections or show you how to make those needed edits. Review Source JE Jessica E. Owner Veterinary Used the software for: 6-12 months ### "Great way to communicate with customers!" October 7, 2021 4.0 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. Switched from [Constant Contact](https://www.capterra.com/p/31898/Constant-Contact/) The texting options. Review Source LS Leon S. President Retail Used the software for: Less than 6 months ### "Pleased with Swell" October 16, 2021 4.0 The support hours are not friendly to the west coast. Pros 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. Cons 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. Review Source RU Roxana U. Treatment Coordinator Health, Wellness and Fitness Used the software for: 2+ years ### "Amazing!!!!" October 7, 2021 5.0 Pros It's amazing! It makes it so easy to interact with patients! Cons My only issue was trying to sign in to swell for this week. But other than that it is amazing. Even the representative that helped get me back in was awesome!!!! Review Source AV Amy V. Interior Designer Retail Used the software for: 1-2 years ### "We daily use Swell and it is a great engagement with our customers" October 24, 2023 5.0 It has been great and more budget friendly Pros Quick responses! Easy to use and very convenient Cons Not a fan of the archives, it is tricky to find an older conversation Review Source Response from Swell CX October 25, 2023 Hey Amy, thank you for taking a moment to leave us a review! We really appreciate it. Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.