# Vanillasoft Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Vanillasoft the right CRM solution for you? Explore 233 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/27609/VanillaSoft/reviews --- Vanillasoft 4.6 (233) [View alternatives](https://www.capterra.com/p/27609/VanillaSoft/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 Vanillasoft Ease of use 4.6 Customer Service 4.5 ## Pros and Cons in Reviews QS Qudsia S Assistant Director of DevelopmentHigher Education, 1,001 - 5,000 employeesUsed the software for: More than 2 years. “I particularly appreciate the reporting and analytics features, which allow me to track key metrics like dials per hour, contact rates, and pledges.“ March 16, 2026 FV Franchesca V Independent Licensed AgentInsurance, 201 - 500 employeesUsed the software for: Less than 6 months. “It takes a lot of time training and watching and re-watching videos, and since it was rolled out pretty close to AEP/OE, I have not had time to master it yet.“ October 27, 2025 MC Molly C Business DevelopmentMedical Devices, 501 - 1,000 employeesUsed the software for: More than 2 years. “It would be even more effective if there was a CRM built in and a way to upload multiple phone numbers and email addresses for each lead so that the user can text and email multiple numbers and addresses.“ June 19, 2025 CP Casey P Career AgentInsurance, 1,001 - 5,000 employeesUsed the software for: More than 2 years. “The tracking isn't always correct, and the amount of time on the phone calls are never correct.“ October 15, 2025 TG Theresa G Assistant Director of Annual GivingHigher Education, 501 - 1,000 employeesUsed the software for: 6-12 months. “The system supports both auto-dialing and manual dialing, allowing for versatility depending on the situation.“ December 17, 2025 AM Ahmed M AgentInsurance, 10,001+ employeesUsed the software for: Less than 6 months. “Also, sometimes it’s hard to stop drips or adjust them on the fly, which can lead to extra charges or confusion.“ November 14, 2025 QS Qudsia S Assistant Director of DevelopmentHigher Education, 1,001 - 5,000 employeesUsed the software for: More than 2 years. “It has been a dependable tool for managing our call center operations and helping our team stay organized and productive during calling shifts.“ March 16, 2026 GH Gabby H CaptainFund-Raising, 11 - 50 employeesUsed the software for: More than 2 years. “The phones and they're ability to call and it go through is a mess 9 times out of 10. If you email someone with another person cc'ed and one of the emails is wrong/bounces...“ August 25, 2025 ## Showing most helpful reviews Showing 1-25 of 233 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use JOIA W. Licensed Health Insurance Advisor Insurance Used the software for: 2+ years ### "VSoft Is Very Reliable " July 29, 2025 5.0 I have used it for many years and it has always been streamlined. Learning curves are very minimal and they have resources available to help resolve any issues Pros The ease of access is very sufficient. Communication tools are up to date and functions well with the tailored options Cons The preset combined options that I can not opt out of before purchase. I would like the opt out option added Review Source KJ Kayla J. Call Center Director Fund-Raising Used the software for: 2+ years ### "Gets the job done!" May 16, 2025 5.0 Pros Provides many useful features, adaptable to the needs of our call center. Cons Callers can't do assigned callbacks unless they are assigned to that specific project. Switched from [8x8 Work](https://www.capterra.com/p/187525/Virtual-Office/) I don't recall the particular reason for the switch. Review Source RL Richard L. Licensed Agent Health, Wellness and Fitness Used the software for: 2+ years ### "Vanillasoft " January 27, 2026 3.0 Average. Good functionallity. Format of screen for managing leads could be improved. At times there was too much information crammed into the first screen. Pros Integration of many features and gerneal convenience were very good. Support for issues was quick ad timely. Cons inability to gain administrator status because of failures in company structure occassional problems with sound quality and speed of loading software.a Review Source Felipe C. Health Advisor Insurance Used the software for: 1-2 years ### "My overall experience with VS. " August 4, 2025 5.0 My overall experience with VanillaSoft was positive. It’s a powerful tool for managing outreach, keeping leads organized, and improving follow-up efficiency. The dialing and scripting features helped streamline conversations, and it supported consistent productivity. With a few improvements to reporting and system speed, it could be nearly perfect. Pros What I liked most about VanillaSoft was its intuitive user interface and powerful automation tools. It made it easy to prioritize leads, streamline follow-ups, and stay productive. The real-time performance tracking and call routing features also helped improve team efficiency and accountability. Cons What I liked least about VanillaSoft was the occasional lag and syncing issues, especially during high-volume outreach periods. Additionally, the reporting dashboard could be more customizable for detailed performance insights. Review Source EJ Eric J. Health Insurance Advisor Insurance Used the software for: 2+ years ### "Vanillasoft not Vanillahard" January 29, 2026 5.0 Amazing, I've had it for over 5 years now and do not regret it what so ever. I recommend all new agents to give Vanillasoft a try. Pros I love how easy the setup is with calling leads and dispositioning them to their appropriate category. Cons I do not have any issues with Vanillasoft it's very easy to call the leads and really the only problem is the mindset I can have at times. Review Source MR Marcus R. CFO Insurance Used the software for: Less than 6 months ### "Good with improvements needed" October 28, 2025 3.0 I would say it was fair. I don't think the system we got was fully functional and we rushed it out but it wasn't bad. Pros The texting function with the clients and the pick up rate for out bounding clients which was far above other services. Cons The system seemed clunky at times. Screens would stop loading, wouldn't load all sections. It at times hindered our employees. Switched from [VICIdial](https://www.capterra.com/p/135842/VICIdial/) Voip costs on vici were very high and this was meant to have better functions. Review Source Response from VanillaSoft November 24, 2025 Hi Marcus Sorry to hear that things didn't go right with your roll-out. Have you been in touch with your customer success rep to get sorted out? https://vanillasoft.com/support VR Verified Reviewer VP of Business Development Capital Markets Used the software for: 2+ years ### "10 Star Service!!!!!!!!!!!!!!!!" July 30, 2025 5.0 My overall experience with them has been pleasant and very informative, they are always adding features or recommending strategies for optimal perfomance. Pros If I could give 10 stars, I would!!!!! Vanilla Soft has the best customer service in the industry!!!! Cons They should move up the customer service hours from 9 am EST to 8 am EST. This way, if you have any technical issues, you can resolve them before work begins. Review Source BC Braxton C. Health insurance advisor Hospital & Health Care Used the software for: Less than 6 months ### "Vanillasoft review" January 9, 2026 5.0 good! It has helped keep me afloat and has paid for itself time and time again, I highly recommend vanilla soft for anyone balling on a budget. Pros amount of leads it has access too and the integrations available to fit into it from Nextgen, marketplace, CRMs for texting ect... Cons lots of unhealthy individuals who are frustrated and have been called a lot is the biggest thing, but that just comes with it, got to dig through sand and dirt to find the gold! Review Source Response from VanillaSoft January 13, 2026 Hi Braxton - we are so glad that Vanillasoft is working out for you - we love that it "has paid for itself time and time again"! SH Sharon H. Broker Insurance Used the software for: 6-12 months ### "Review of VanillaSoft" January 21, 2026 1.0 Pros Shows clients policy history and information all on one screen along with their payment history which is helpful. Cons Zero customer support is offered. Very difficult product to learn. Not user friendly or intuitive at all. Review Source Response from VanillaSoft January 22, 2026 Hi Sharon — thanks for taking the time to share this. I’m sorry to hear about your experience. We want Vanillasoft to be easy to use and well-supported, and it’s clear that wasn’t how this felt for you. While support paths can vary depending on your organization, we do want to make sure your concerns are properly addressed. Please reach out to us at support@vanillasoft.com or (972) 200-0179 ext. 2, and we’ll help ensure you’re connected to the right team and get clarity moving forward. PS Pedro S. Insurance Agent Insurance Used the software for: 6-12 months ### "Great software that can be excellent choice for your journey " January 24, 2026 5.0 Pros the whole program its easy to use, I love the auto dialing feature, and support team act fast every time you need something, this its important for any CRM Cons the interface looks kinda old school, would love having a modern look for this software, and the fact that can't read SMS from more than 7 days ago, we should have access to all our SMS, so we can track better our leads Review Source Response from VanillaSoft January 30, 2026 Hi Pedro - thanks for your review! We hear you about the interface - and changes are coming, so stay tuned. We appreciate your comment about SMS that are more than 7 days old. That is a system limitation today, but I will pass that along to our product team. CP Casey P. Career Agent Insurance Used the software for: 2+ years ### "Vanillasoft review" October 15, 2025 5.0 My experience with Vanillasoft has been great for the most part. So far, I haven't had any issues with them. Pros All of the features of VanillaSoft. The customer support. The ability to email and create your own emails. Cons The cost! The tracking isn't always correct, and the amount of time on the phone calls are never correct. Review Source Response from VanillaSoft November 24, 2025 Hi Casey - thanks for the review. Sorry to hear that the tracking and logging isn't quite right. Have you got that sorted out with the support team? https://vanillasoft.com/support AM Ahmed M. Agent Insurance Used the software for: Less than 6 months ### "Very helpful tool with room for improvement " November 14, 2025 4.0 Overall, VanillaSoft has been helpful for staying organized and keeping my sales process consistent. When it works smoothly, it’s a solid tool that helps keep you on track. I just wish it had a bit more freedom and clearer control when it comes to automated texting and message limits. Pros VanillaSoft made it really easy to stay organized. I liked how simple it was to keep track of leads, callbacks, and follow-ups without getting overwhelmed. The interface is straightforward, and when everything is running correctly, it definitely helps keep the workflow moving. Cons The biggest challenge for me was the text drip system. It’s easy to burn through messages quickly and the limits can get tricky. Also, sometimes it’s hard to stop drips or adjust them on the fly, which can lead to extra charges or confusion. A little more control and flexibility would make a big difference. Review Source Response from VanillaSoft December 8, 2025 Hi Ahmed - thank you for the review! We are really glad to hear how Vanillasoft is making it easier to manage your leads, call-backs and follow-ups. Sorry to hear that the text dripping has not been ideal for you - have you talked to our support team to see if there is a way to set it up a bit differently? Could also be a setting that your admin has in place? https://vanillasoft.com/support DV Dennis V. Career Agent Insurance Used the software for: 1-2 years ### "VanillaSoft not VanillaHard" June 10, 2025 5.0 Overall, VanillaSoft gets the job done. Gives me access to virtually unlimited leads because of my leadership, but more importantly user friendly for anyone that isn't tech savvy. Pros The convenience of calling leads, and having features that I didn't know was available, such as being able to save certain contact information. Cons My least favorite thing about Vanillasoft would be having to wait 15 seconds before going onto the next number, whenever I know it's a dead contact or has a 24 hour limit. Review Source SS Stephen S. Owner Insurance Used the software for: 2+ years ### "I love VanillaSoft" August 27, 2025 5.0 VanillaSoft’s automations and call routing boost efficiency, but the clunky email builder hinders email design. Pros Email/SMS automations save time. Queue-based call routing prioritizes hot leads, boosts sales efficiency. Cons Email builder is clunky, lacks customization. Outdated interface frustrates quick, professional email design. Review Source BS Barry S. sales representative Insurance Used the software for: 6-12 months ### "Unbelievable experience" August 26, 2025 5.0 I think it was amazing experience with the team members to set up the platform and get everything rolling. Pros The lead flow and how it gives the Right at the right time. So my Salesman can perform the best. And sell the most. Cons The inability to customize my own buttons and colors. I like different integrations, and I like colors specifically to help understand the buttons. Review Source AS ASHTON S. AGENT Insurance Used the software for: 2+ years ### "Great CRM, I highly recommend" July 18, 2025 5.0 I am thankful for their CRM, I have been using it since 2019 and have not ever had any issues with it Pros The customer service is always helpful and the platform runs perfectly. I am able for work seamlessly. Cons the cost is a bit expensive, I do wish it was more affordable but you get what you pay for nowadays so its ok. Review Source AM Alexis M. Licensed insurance agent Insurance Used the software for: Less than 6 months ### "Vanilla Rules" November 25, 2025 5.0 Pros Overall, it’s been a great sales system to use. I’ve been able to reach a lot of potential clients, the system is very user friendly and the customer support has been quick, polite and responsive. Cons Too frequently the phone system is trying to activate and it takes a bit for me to be able to move on to the next lead. Review Source Response from VanillaSoft December 8, 2025 Hi Alexis - thanks for your review! We are glad to hear that Vanillasoft has been a great sales system for you to use to reach your clients. Curious about it taking a while to move onto the next record. Have you talked to our support team about that? https://vanillasoft.com/support TA Tati A. Health Insurance Adivsors Insurance Used the software for: 1-2 years ### "Great for randomization of contacts!" August 25, 2025 5.0 Pros I like how contacts are randomized! With other CRMs/dialers, I find that my contacts are dialed in the exact same order every day, which doesn’t allow me to easily randomize the time each lead is called or texted. Cons Inability to sort my contacts by tags. Tags were newly implemented so maybe it will be a change soon! Review Source VT Valerie T. Sales Team manager Telecommunications Used the software for: 2+ years ### "Tech Support " June 26, 2025 5.0 Quick and effective in solving any issues that we may have. Very responsive and take the time to ensure proper guidance. Pros The quick response to any issue I have! There is always someone available when needed and not long hold times. Cons I am very happy with my overall experience with vanilla soft software, their client support is very effective. Review Source MW Mindy W. Director of Foundation and Advancement Engagement Higher Education Used the software for: 2+ years ### "Easy for Your Data Team!" September 11, 2025 4.0 I've been using VanillaSoft on the data side for 3 years and appreciate the easy navigation and the ease of data imports. Pros I appreciate the ease of importing data, the ability to set up scheduled reporting, and the easy-to-navigate user interface. Cons I would like to have the ability to specifically delete recently imported custom table data. We can delete the whole constituent, but cannot delete or run updates on custom table data. Review Source BH Brooke H. Licensed Insurance Agent and Consultant Insurance Used the software for: Less than 6 months ### "Honest Personal Review" November 8, 2025 4.0 Overall, pretty good, also tech support takes issues seriously. I do really like this system though. Pros Vanilla soft/soft phone works well most of the time and is easy to use and easy to learn. I like that you can customize YOUR set up. Cons Vanilla soft/soft phone does have quite a few calling connection issues more than i would've expected. Review Source Response from VanillaSoft November 24, 2025 Hi Brooke - thanks for your review, we are glad it helps you out. We are proud of our support team for sure. Thanks for the comment about the soft phone - I'll send that along to our product team. JS JOEY S. ceo Insurance Used the software for: 2+ years ### "Chief executive officer" May 7, 2025 5.0 Pros Manages my leads very good easy to set callbacks and support team is great they even built me a custom solution for my needs Cons Could be a little more cost effective but overall its a solid product Review Source SA Sumaiyah A. Student Fundraiser Fund-Raising Used the software for: 1-2 years ### "calling all vanillasoft fans" October 16, 2025 5.0 Pros it keeps all of the information i need in one place! it’s helpful to not have to keep a manual directory of people i need to reach out to. Cons the formatting can be clunky and glitches sometimes. the coding menu likes to spasm if i hover over it instead of clicking it Review Source CB Chelsey B. Appointment Setter Marketing and Advertising Used the software for: Less than 6 months ### "Chelsey Nicole Barnett review" July 3, 2025 3.0 Customizable features are nice, but tech support is sometimes lacking. I am fairly new to using the software so am looking forward to becoming more efficient. Pros Makes dialing faster when working correctly, makes multitasking easier, ability to input information quickly vs. writing. Cons Some support staff weren't able to help. I was disappointed when issues were blamed on my computer specs and took my computer in to be evaluated and found that not to be the case. Review Source VC Valery C. Digital Philanthropy Caller Education Management Used the software for: Less than 6 months ### "Great Experience!" October 13, 2025 5.0 Pros I liked how fast I was assigned an agent to help with my issue. It was quickly resolved and they were also able to find my account and pin point what needed to be done in a short amount of time. Cons There’s nothing in particular that I dislike, but the way in which a phone number is assigned and reassigned—while connecting to VS connect— could be a little more streamlined. 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