Insocial Reviews

Pros

The product feels very mature and well-developed. The service is clear and the employees respond quickly whenever needed.

Cons

I honestly can't think of anything negative to mention.

Pros

Platform is very user-friendly and on top of that it connects well with ERP, CRM and Topdesk systems to automate customer experience feedback requests. The forms are also simple to modify and the support from the IT staff is really very good.

Cons

This is not really a downside of the software itself but you do need a clear view of the customer journey and the key touchpoints in order to ask the right questions.

Pros

We collect feedback from our customers and users in a very approachable way. Thanks to the business rules, people aren't overwhelmed with too many questions which makes the whole process work really well.

Cons

As far as I'm concerned, there aren't any drawbacks.

Pros

It's a true one-stop feedback platform for measuring every kind of experience and the team has been excellent to work with throughout the partnership.

Cons

The integration ended up taking a bit longer than we originally expected but that extra time paid off because they incorporated our feedback directly into the platform. In the end, that saved us money on customizations and gave us a stronger standard product.

Pros

Getting it integrated into our business process was easy and worked out really well.

Cons

One thing that's missing is the ability to log what was discussed with a customer after feedback comes in. Once you follow up with them, there's currently no way to record that conversation in the system.

Pros

Right from the start, the core features we use most often felt very simple and didn't require much training or extra explanation. The interface also has a polished look and feel which gives our customers a better overall experience and was something we really cared about. We still haven't tapped into every integration option available but we're confident the platform's API will be able to support what we need.

Cons

The platform already provides a lot of useful insights from the data it collects. That said, I do see room to standardize some of those insights further so admin users can be even more self-sufficient when they want to dig deeper into the data.

Pros

Everything feels very user-friendly and the dashboard is pleasant to use when working with reviews.

Cons

At the moment, I'm satisfied and not really missing anything. Down the line, I may want to add more surveys though I'm not sure whether that's included in the current membership.

Pros

It is very easy to use and feels professionally organized throughout.

Cons

It would be even better if there were a simple way to forward a review to a contact by email or to track follow-up on that review and assign a status to it directly within the system.

Pros

Communication has been consistently strong. Whenever questions come up, they reply quickly and always make time to resolve issues on short notice.

Cons

There's still room to improve certain areas especially the dashboarding. That said, they're continuously working on it.

Pros

The reporting gave us a clear picture of how both members and employees view our company. It helped us spot areas where we need to improve, while also highlighting the parts of the organization we can build on even more. Laurien's support was quick, proactive, very helpful and full of valuable insight.

Cons

One downside is the speed during analysis especially when switching between teams.