# Swell Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Swell the right Review Management solution for you? Explore 358 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 (358) [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 June 4th, 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 358 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Mallory M. Director of Editorial & Content Marketing | Product Manager Computer Software Used the software for: 6-12 months ### "Swell CX is all about enabling businesses to engage w/ customers in an easier, more meaningful way." April 12, 2018 5.0 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. Review Source SS Shannon S. CEO Entertainment Used the software for: 2+ years ### "Swell with pride using Swell! They're as good as their name!" August 9, 2024 5.0 Well, after 10 years, I had the highest-rated and best-known company in my industry. But we were only sitting around with a few hundred reviews. I think in the first year with Swell, we accumulated 500 or 600 more. Like a dummy, a cheaper Canadian company came in with big promises and I took it seriously and switched to them. They stalled me for nearly a year with nothing to show for it and knew they were in the wrong. Not only did their CEO never return a call, that company hasn't been much heard of since. 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. Not only did Swell show empathy to this error in judgment, they swung me back at a handsome discount which meant a lot! Pros 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. Cons 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. Alternatives considered [Chekkit](https://www.capterra.com/p/173154/Chekkit-Reputation/) Reason for choosing Swell I opted for Swell first for a year but they were still developing, no app yet, and it was clunkier for the money. Chekkit came in with big promises, very little result and so coming back to Swell was an easier choice, for a reduced rate and by the time I got set back up, Swell had made a ton of improvements I've been offered by other like companies to switch or to look at their programs but Swell has my loyalty especially having gone through a total dryspell for a year with Chekkit which was a complete waste of time and energy and probably cannot truly calculate the revenue I didn't receive with them. 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! 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 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 KH Kim H. practice manager Medical Practice Used the software for: Less than 6 months ### "Practice Manager" January 14, 2025 5.0 Swell is a great company to work with, they do what they say and in a timely manner. Great results! Pros Positive outcome, friendly and direct customer service, great company! Cons It's all good. There are no issues at this time. Review Source AJ Amanda J. Front Desk Coordinator Medical Practice Used the software for: Less than 6 months ### "Swell is 5 stars" September 10, 2024 5.0 Swell is very easy to use and works well to communicate with patients. Pros I love the 2 way texting it is very convenient for chatting with patients for scheduling, rescheduling. Cons 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. Review Source MJ Melody J. sales Music Used the software for: 6-12 months ### "Decent Product With Very Good Customer Service" October 15, 2021 4.0 We have used a different chat platform before switching to Swell. The other chat program seemed to be easier to navigate, so some of the employees feel annoyed by the switch. Pros 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. Cons 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. Switched from [Podium](https://www.capterra.com/p/164285/Podium/) I believe it was a financial decision 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! RV Robin V. Administrator Retail Used the software for: 6-12 months ### "Great software for Price" September 27, 2022 4.0 We have been very pleased since the switch! Pros Love the texting reminder for reviews! That has helped increase our review response quite a bit. Cons I wish I could text or email in the same area. Switched from [Podium](https://www.capterra.com/p/164285/Podium/) Price Review Source Response from Swell CX October 21, 2022 Thanks for this review, Robin! I'm glad you've been happy with your switch to Swell. HDD H David D. Installed Sales Manager Construction Used the software for: 6-12 months ### "Not very happy with Swell" October 24, 2023 1.0 We have left Swell and we are happy to pay more with one of your competitors. Pros Not much. We actually left Swell due to all of the issues we had. Cons 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. Switched from [Podium](https://www.capterra.com/p/164285/Podium/) Boss wanted to cut cost. Review Source KC Kyle C. Marketing Systems Manager Financial Services Used the software for: 1-2 years ### "It's swell!" October 7, 2021 5.0 Overall experience with Swell has been fabulous! Our CSM \[SENSITIVE CONTENT\] is absolutely outstanding to work with! Pros The ease of use from account set up to receiving your first review. I like that I'm able to connect all of our necessary review accounts and that we're even able to connect our Google & Facebook accounts so that we can respond in real time. Cons That there are still 2 version of the software available. It could be user error but there are still times where I'm unable to do something in the new version and have to revert back to the old version. Review Source AP Annette P. Practice Coordinator Health, Wellness and Fitness Used the software for: 6-12 months ### "Swell is better than Swell!" May 4, 2022 5.0 We rarely received reviews in the past. They are now a daily occurrence. Thank you Swell! Pros Our reviews have increased exponentially. Swell makes it REALLY easy to work with. I highly recommend this product. Cons I honestly can't think of anything that I don't like in Swell. It is a great software. 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.