--- title: "Shape Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is Shape the right Small Business CRM solution for you? Explore 46 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/173673/SetShape/reviews/" page_type: "reviews" language: "en" --- Shape 4.6 (46) [View alternatives](https://www.capterra.com/p/173673/SetShape/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 August 26th, 2026 # Reviews of Shape Ease of use 4.6 Customer Service 4.5 ## Pros and Cons in Reviews WR William R Loan Originator Financial Services, 11 - 50 employeesUsed the software for: 1-2 years. “I was impressed with how easy it is o maintain your pipeline with all of the integrations and automations.“ May 18, 2022 Alex B OwnerFinancial Services, 2 - 10 employeesUsed the software for: Less than 6 months. “My monthly service is $149.50 however, they charged me $484.00 and later refund $299.00, shorting me $36.00 every month.“ January 18, 2024 ## Showing most helpful reviews Showing 1-25 of 46 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Veterinary Technician Veterinary Used the software for: 6-12 months ### "Amazing customer support" December 31, 2018 5.0 Our executive was very detailed and got exactly what I needed. Pros I worked with the executive to build a custom system and I love it. It’s working out extremely well. Cons I don’t have any complains. Review Source MH Michael H. Vice President Financial Services Used the software for: 2+ years ### "Hands down the best CRM - and I've used many" February 22, 2023 5.0 Great experience. They seem to constantly be developing and building new features which I love. Pros It has EVERYTHING. Built in phone, e-mail, texts there's even a calendar solution that's tied to the rest of the system AND project management (we used to have trello but we got rid of it and only use Shape now). Lead distribution, marketing automation, and contact management way superior to anything I've used before. Cons I don't have any cons to say about Shape. The system is awesome and the support and service is second to none. Anytime I have a question or request it's handled that same day - UNHEARD of with any other CRM software solution. Review Source KA Kat A. Sales- Sr Loan Officer Financial Services Used the software for: Less than 6 months ### "Shape CRM Failed Me and Continues to Charge After Cancellation" May 19, 2025 1.0 As a seasoned mortgage professional with nearly a decade in the industry, I know the importance of choosing the right systems and vendors to support both my clients and my business operations. Unfortunately, my experience with Shape Software has been nothing short of a disaster—not just in their failure to deliver on basic onboarding and support, but in how they have mishandled my cancellation request and continue to charge me months after I formally canceled, and they acknowledged it in writing. I initially signed up for Shape with high hopes, believing the platform would offer real value to my CRM needs. Instead, I spent nearly two months requesting help to get set up, upload contacts, or receive basic onboarding. My calls and emails—many of which were directed to named individuals on their team—went unanswered. When I finally had enough and formally requested cancellation and full deletion of my data, I was met with canned responses and vague promises. Then I was told I was under an "annual contract"—a contract that was never presented to me, let alone signed. When pressed, Shape refused to provide a copy of this so-called contract. Eventually, I received an email stating they would honor my cancellation. Despite this written confirmation, they continued to charge my card in April and again in May. To date, Shape has: •Failed to provide support in the first place. •Failed to cancel my subscription as confirmed in writing. •Failed to delete my data despite multiple formal demands. •Failed to refund multiple unauthorized charges still hitting my account. This is a textbook example of how not to run a company—and a warning to any business owner or professional considering Shape as a CRM provider. Their lack of accountability, internal follow-through, and disregard for professional standards should be a serious red flag for anyone in a client-facing industry. I am now prepared to share this experience on every possible platform to ensure no other professional gets put through what I’ve experienced. To the directors of operations or executive leadership at SHAPE: your internal systems have failed, your communication is negligent at best, and your billing practices are unacceptable. Please DO BETTER. Pros It was recommended by a Coaching Platform, but what a big disappointment. They don't even deserve one star. Cons •Failed to provide onboarding or basic support. •Communication is negligent and ineffective. •Failed to cancel my account as promised. •Failed to delete my data. •Failed to refund unauthorized charges. •Continued to charge my card after cancelation. Their conduct has been unprofessional, unethical, and unacceptable. Review Source MCD Mery Cris D. Supply Chain Assitant Retail Used the software for: 1-2 years ### "Amazing CRM of all" May 10, 2023 5.0 All of us in the company love this CRM. Very helpful and user-friendly. Pros What really sets Shape apart from other productivity tools is its analytics and reporting capabilities. With Shape, you can easily track your progress, identify areas for improvement, and get insights into how you and your team are performing. This makes it a great choice for anyone who wants to optimize their workflow and achieve better results. Cons Nothing to improve. This is already perfect! Review Source KH Kyle H. Loan Officer/Realtor Financial Services Used the software for: 1-2 years ### "Extensive CRM/POS Software " May 20, 2022 5.0 Pros This software is user-friendly and easy to follow. Shape helps to STAY organized and focused on selling and making money. I love the automated follow up system and details so we don't lose out on any possible opportunities. This system guides you to stay in front of potential clients, to which we all know proper communication is KEY to acquiring new clients. Highly recommend Shape for any Mortgage Business that doesn't use this CRN. I have used other CRM/POS software, Shape is second to none. (you will see!!!) Cons The only thing in my brief review and I wouldn't say this is a con because the reward on the backend is significant because Shape is so extensive configuring it to your exact needs requires some input on the business owner. Review Source TG Timmya G. Mortgage Underwriter Financial Services Used the software for: 1-2 years ### "Robust CRM!!!" May 21, 2022 5.0 Shape is an amazing clear cut, efficient, streamlined software that allows you to customize the portal to your personal needs. It is a software that is easy to navigate with great organizational settings, tracking, reporting and syncing components. Pros Shape syncs, advertise, customizes, and provides the best reporting CRM system I’ve used. You can call, text, email, and send out mass marketing all in one on the platform. It is amazing to see the dashboard reports that shows leads, prospects, and live numbers. Shape is prepared from intake to closing and the platform is clear cut and customizable to my needs! Cons When declining a document Shape allows you to provide a customized comment to explain the denial. I would love to explore a prepopulated drop-list of reasons for denial. Review Source DM Dorsa M. HR Recruiting Human Resources Used the software for: 2+ years ### "Great system for prospecting and contact management" February 7, 2022 5.0 Great overall experience. Pros The contact management and pipeline tools make our prospecting a lot easier. We use the system to share notes, share call recordings on leads and pretty much manage everything now. E-mail and text drip campaigns have automated a lot of the work we used to do as well. Would highly recommend Shape. Cons No cons that I can think of, we like the software. Switched from [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Too difficult to figure out Review Source VR Verified Reviewer Co-Founder Consumer Goods Used the software for: Less than 6 months ### "Amazing customer support and easy to use " April 28, 2020 5.0 I would rate my overall experience a 10/10, A+, all of the above!! Pros The software is very easy to use and all of the required data I need is displayed in a streamline and easy to monitor manner. The software is intuitive and easy for anyone to use. As a result, this software has helped my streamline my work and enable me to have a centralized location for my data. Cons As of this moment, I have no complaints at all. The software is so intuitive everything is easy to learn how to use and if there is a need for assistance, the customer support has always been easy to reach. Review Source VR Verified Reviewer Virtual Assistant Media Production Used the software for: Less than 6 months ### "An Outstanding Software I Wish Would Last Forever" August 6, 2018 5.0 Pros The software is user-friendly and very intuitive. I love how it organizes my leads and data quickly, and the marketing tools and integrations make life so much easier. My favorite feature is the click to call feature as it saves me a ton of time when I need to make calls. Cons The layout is different from the previous systems I've used but after going through it all I actually prefer this layout vs. the others. No major cons that I can think of yet, just started using it - just wish I found it sooner. Review Source VR Verified Reviewer Senior Vice President - Investor Relations Investment Management Used the software for: I used a free trial ### "Review" January 15, 2019 5.0 Pros Intuitive, easy to use, nice interface to use. Cons That it has not been available sooner. Needs more customization tools. Review Source VQ Victoria Q. Loan Originator Financial Services Used the software for: 1-2 years ### "Great CRM - Great support and service!" March 2, 2023 5.0 I have had a great experience using shape, the customer support and customer service was always top tier. Pros Shape was easily accessible, easy to use and allowed me to keep track of current and past business seamlessly. Cons There was nothing that I disliked about Shape. Review Source SS Shuiab S. Senior Accountant Accounting Used the software for: 6-12 months ### "Great software" January 11, 2022 5.0 Pros Shape software is easy to use, intuitive, and just the perfect software. Highly recommended. Cons Shape has minimal complaints from my side as per my needs Review Source CO Charles O. Portfolio Manager Financial Services Used the software for: Less than 6 months ### "Best CRM I've Come Across" April 30, 2020 5.0 I highly recommend Shape to anyone looking for a cost-efficient, highly effective CRM software! Pros Shape Software is, without a doubt, the best CRM software I have used for my company. Thanks to its ability to manage my client projects and capture leads, I have more time to focus on the bigger picture issues at my company. They frequently release excellent features and have top notch customer service. They built a custom system that fit all of my needs! Cons No major complaints about this software. I wish some of the additional charges were included in the package but since the software is already so low, I do not mind paying them. Review Source JS Jason S. Sr. Loan Coordinator Real Estate Used the software for: Less than 6 months ### "New to Shape" February 12, 2021 5.0 Pros How helpful \[SENSITIVE CONTENT HIDDEN\] is with the integration. She provides elite client service and makes us really feel like part of the team. Cons The setup process is a lot for in-house. Review Source KK Karen K. Regional Coordinator Education Management Used the software for: Less than 6 months ### "TAMID Group Shape Software " May 3, 2020 5.0 It's been great! I really enjoy it!!! Pros The design of the software is amazing! It's super intuitive and easy to understand. As a UX designer myself, their UX is really good. I like the way they organize their graphs. They make it super easy to understand trends. Cons I haven't experienced anything bad yet. Review Source Dan W. Owner Financial Services Used the software for: Less than 6 months ### "Hopefully my regret saves you money" July 15, 2026 1.0 We feel we were lied to and misled from the get go. We had issues with other CRM’s because we didn’t know the right questions. We explained our scenario to the chief revenue officer and the VP of sales very adamantly assured us this would not be the case with them. Unfortunately, we learned to ask the right questions in our previous CRM and I miss when we have a very expensive lesson on making sure we get the answers as part of a contract They have overcharged my credit card over a dozen times, claiming some sort of random mistake every time. My overall experience was almost enough to put us out of business. For now, scrambling again for a replacement because shape CRM will tell you whatever you wanna hear to get you to sign a contract Pros If the product worked the way, it was supposed to be a game changer for our business. If the product worked the way, the sales people promised it would it would be a game changer for our business. The only thing that worked well was the single source sign on. I legitimately cannot think of a single thing that is a pro about this company. Cons Everything that was promised in our sales pitch was a lie. The basics of CRM‘s don’t work with them. For instance… Inbound calls don’t actually come through. Notifications are constantly an issue. The phone never rings correctly. They will tell you to take 72 hours to get approved for ATP but they took us almost a month. They turn on features without permission, causing massive issues. They turn off features without letting us know so we just end up struggling. The customer service is absolutely atrocious. They have an AI system that they say it works 24 hours a day but if it gives you that information, doesn’t really matter how it works. Getting a response back from anybody at customer service takes a minimum of 24 hours and they typically ignore 2/3 of the issues Alternatives considered [Zoho CRM](https://www.capterra.com/p/155928/Zoho-CRM/)[Velocify](https://www.capterra.com/p/129463/Velocify/)[Surefire CRM](https://www.capterra.com/p/202529/Surefire-CRM/) Reason for choosing Shape Because they lied to us and told us they would be able to do what we needed. They can’t even get inbound calls to come through. Switched from [High Level Software](https://www.capterra.com/p/238251/High-Level-Software/) We thought this had the additional features we needed to make our business successful We thought we would have a better experience for our clients. Instead, we’ve just lost a ton of business because of them Review Source Alex E. Founder Environmental Services Used the software for: 1-2 years ### "A Truly All-In-One AI CRM That Delivers" January 16, 2026 5.0 My experience with Shape has been excellent. The depth of features combined with how smoothly everything works together really sets it apart. Automations, communication, and lead management feel fully integrated rather than patched together. I haven’t encountered any real downsides so far, and the platform has already made a noticeable impact on productivity. Pros Shape brings an incredible amount of features together in one system, and everything works in perfect harmony. The automations, AI tools, lead management, and communication features all feel seamlessly connected. It’s rare to find a platform this powerful that’s still easy to use. Cons There hasn’t been any major downside for me. The system is stable, the features work exactly as described, and support has been responsive. The only ‘con’ I can even think of is that I didn’t adopt Shape earlier. Switching sooner would have saved me a lot of time and headaches Alternatives considered [Total Expert](https://www.capterra.com/p/146103/Total-Expert/)[Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Reason for choosing Shape Shape had the most features by far for the best value and ease of use. Switched from [Zoho CRM](https://www.capterra.com/p/155928/Zoho-CRM/) Lack of features and support. Very disatisfied. Review Source Remy G. Loan Officer Financial Services Used the software for: 6-12 months ### "Shape is the best Mortgage CRM I've used!!!!" August 8, 2026 5.0 My overall experience with Shape has been great! It keeps me organized, saves me time, and the AI agents have been a huge help with my daily production and staying on top of my clients. Pros What I liked most about Shape is how much easier it makes my day-to-day workflow. The AI agents and automation are probably my favorite features because they help me stay organized, keep up with follow-ups, and save a ton of time on repetitive tasks. I’m able to focus more of my time and energy on actually talking to clients and increasing my production instead of getting caught up in administrative work. Overall, Shape has been a huge help with staying productive and managing my pipeline more efficiently. Cons There honestly isn’t much I dislike about Shape. If I had to choose one thing, I would say there can be a bit of a learning curve in the beginning because there are so many different features and tools available. Once you get familiar with everything and learn how to use the features that work best for your workflow, though, it becomes extremely helpful and easy to incorporate into your day-to-day routine. Review Source Jack H. CEO Financial Services Used the software for: 2+ years ### "Best Mortgage CRM we’ve ever used " June 6, 2024 5.0 As an owner of ClickStart Mortgage, Myself and my team cannot speak highly enough of our experience with Shape Software. From day one, Shape has been an indispensable partner in our growth and success. Their dedication to understanding our needs and tailoring their solutions to fit our unique requirements has been nothing short of remarkable. Shape's team consistently goes above and beyond to ensure that we have the support and resources we need. Whether it's a quick question or a complex issue, their responsiveness and commitment to excellence have made a significant difference in our operations. The seamless integration and effectiveness of Shape's CRM system have been pivotal to our success. Their software is intuitive, reliable, and incredibly efficient, allowing us to manage our client and realtor relationships with ease and precision. The robust features and user-friendly interface have streamlined our processes and enhanced our productivity across the board. We are truly grateful for our partnership with Shape Software. Their contributions have been instrumental in not only driving our business forward, but more importantly, helping us provide an amazing experience for our clients. We look forward to continuing this successful relationship for many years to come. Thank you Shape Software, for being such a vital part of the ClickStart Mortgage family! Pros \*\*Exceptional Customer Support \*\*Seamless Integration \*\*User-Friendly Interface \*\*Robust Features \*\*Customization and Flexibility - \*\*Reliable Performance\*\* Cons That we didn’t find them sooner. But in all seriousness there has not been anything that has stood out to me in regards to what we I don’t like about Shape Review Source VR Verified Reviewer Owner Financial Services Used the software for: Less than 6 months ### "Bad - would not hire again" January 18, 2024 2.0 Horrible. l first hired the whole package: Landing Pages, CRM, portal and communications package. They never provided me with the landing page, but they kept on charging me for it. Total scam. Nobody speaks to you, the AI bot is terrible, and I really hate it when people rob my money. Pros Zapier integrations, text and email message automation Cons They rip you off. My monthly service is $149.50 however, they charged me $484.00 and later refund $299.00, shorting me $36.00 every month. Then some other bogus charges, adding to a total scam of $750.00. So I try to call billing, but there is no billing phone number, just an email address. I try to call customer service, but there is no customer service phone number. The only number is for a sales line. So you send an email, and another one, and another one, and nobody responds or calls back. And this is for wrongful billing! Switched from [TOP PRODUCER](https://www.capterra.com/p/152143/Top-Producer-CRM/) Supposedly more advanced technology, but I would go back in a second. Review Source KF Kari F. Real Estate Agent Real Estate Used the software for: 1-2 years ### "Excellent Product for Real Estate Agents" January 25, 2022 5.0 Pros Great product to keep all your clients organized and updated throughout the process. Easy to use marketing automation. I have other marketing automation systems and its so confusing. This is straight forward and every effective. Cons I would say price, agents like to keep overhead low but this definitely is worth every penny. Alternatives considered [Zoho CRM](https://www.capterra.com/p/155928/Zoho-CRM/)[HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) Switched from [Salesforce Platform](https://www.capterra.com/p/268338/App-Cloud/) Shape Software provides the main and important functionality that you need from a CRM. Shape is much better CRM than salesforce for the provided values after all the add-ons its wayyyy cheaper to use. As well as ease of use. Review Source VR Verified Reviewer Principal Construction Used the software for: 6-12 months ### "Terrible customer service glitchy and eSignature is garbage" April 13, 2022 2.0 went with \[SENSITIVE CONTENT\] and Monday and couldn't be happier and we saved money Pros nothing This software company is terrible Cons esignature mapping never worked properly Alternatives considered [Pipedrive](https://www.capterra.com/p/132666/Pipedrive/)[Coevera](https://www.capterra.com/p/125911/Coevera/)[HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) Reason for choosing Shape eSignature was something we liked and construction management capabilities Switched from [Zoho CRM](https://www.capterra.com/p/155928/Zoho-CRM/) Zoho was getting expensive, but it worked much better Review Source AP Aaron P. CEO Accounting Used the software for: 2+ years ### "Shape is the best! " February 16, 2023 5.0 It’s increased sales over 26% Pros Lead management and pipeline tracking as well as I can calculate my cpl Cons There is literally nothing I do not like about shape Review Source LZ Lisa Z. Senior Loan Processor Financial Services Used the software for: 1-2 years ### "Very User Friendly" June 29, 2022 5.0 Overall, I love the software. Enough to even sign up for my company right away. The campaigns help you to stay in touch with clients past and present and this is key to keeping clients for the long term. Pros This software makes the process look so easy. It’s a great way to stay organized from the application to funding of a loan. I love the easy means of communication to the borrower for items needed and if an item is declined or approved. The way that all the screens are laid out is very easy for all parties to follow along. The software seems to cover everything! Cons Nothing that I could see by using the software. Review Source MH Madina H. Account Executive Information Technology and Services Used the software for: 1-2 years ### "Amazing tool, saved us daily hours and expenses!! Highly recommend " January 13, 2022 5.0 I have had an amazing experience with the software and team behind this all Pros Ease of use, accountability, incredible customer service, and reliability Cons It was a bit out of our budget, but after using the system and experiencing the service it’s definitely worth the investment Reason for choosing Shape I’ve heard many great things and people have been happy with this service Switched from [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) Looking for something more reliable and complete package Review Source 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.