# Best Enterprise Feedback Management Software for Medium-Sized Businesses

  *By [Jeffrey Lin](https://research.g2.com/insights/author/jeffrey-lin)*

   Products classified in the overall Enterprise Feedback Management category are similar in many regards and help companies of all sizes solve their business problems. However, medium-sized business features, pricing, setup, and installation differ from businesses of other sizes, which is why we match buyers to the right Medium-Sized Business Enterprise Feedback Management to fit their needs. Compare product ratings based on reviews from enterprise users or connect with one of G2's buying advisors to find the right solutions within the Medium-Sized Business Enterprise Feedback Management category.

In addition to qualifying for inclusion in the Enterprise Feedback Management Software category, to qualify for inclusion in the Medium-Sized Business Enterprise Feedback Management Software category, a product must have at least 10 reviews left by a reviewer from a medium-sized business.




  
## How Many Enterprise Feedback Management Software Products Does G2 Track?
**Total Products under this Category:** 273

### Category Stats (May 2026)
- **Average Rating**: 4.51/5 (↑0.01 vs Apr 2026)
- **New Reviews This Quarter**: 111
- **Buyer Segments**: Mid-Market 46% │ Enterprise 30% │ Small-Business 25%
- **Top Trending Product**: eTrusted (+0.375)
*Last updated: May 18, 2026*

  
## How Does G2 Rank Enterprise Feedback Management Software Products?

**Why You Can Trust G2's Software Rankings:**

- 30 Analysts and Data Experts
- 22,800+ Authentic Reviews
- 273+ Products
- Unbiased Rankings

G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category.

  
  
---

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---

  ## What Are the Top-Rated Enterprise Feedback Management Software Products in 2026?
### 1. [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews)
  Salesforce Service Cloud is the world's #1 AI CRM for service, where humans with AI agents drive customer success together. Service Cloud enables seamless collaboration between AI agents and humans, for every type of service, on any channel, and across any industry to deliver effortless experiences from first contact to final resolution. With autonomous agents, you can transform low-touch, high-volume interactions into no-touch experiences, seamlessly handing them off to your human agents only when needed for high-touch more complex interactions. AI integrated into the flow of work helps your service teams achieve new levels of productivity, drive better customer satisfaction and to drive growth. All of these capabilities are built on the Salesforce Platform with Agentforce and Data Cloud allowing service organizations around the world to : - Deliver proactive support with data from your products, assets & services - Provide 24/7 cross-channel service & resolve issues fast with AI agents - Boost productivity and accelerate growth with one integrated platform


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 6,934
**How Do G2 Users Rate Agentforce Service (formerly Salesforce Service Cloud)?**

- **Ease of Use:** 8.4/10 (Category avg: 9.1/10)
- **Brand Design Consistency:** 8.7/10 (Category avg: 9.0/10)
- **Feedback Collection:** 8.6/10 (Category avg: 9.2/10)
- **Feedback Aggregation:** 8.3/10 (Category avg: 8.9/10)

**Who Is the Company Behind Agentforce Service (formerly Salesforce Service Cloud)?**

- **Seller:** [Salesforce](https://www.g2.com/sellers/salesforce)
- **Company Website:** https://www.salesforce.com/
- **Year Founded:** 1999
- **HQ Location:** San Francisco, CA
- **Twitter:** @salesforce (581,355 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/3185/ (88,363 employees on LinkedIn®)

**Who Uses This Product?**
  - **Who Uses This:** Salesforce Administrator, Salesforce Developer
  - **Top Industries:** Information Technology and Services, Computer Software
  - **Company Size:** 41% Mid-Market, 37% Enterprise


#### What Are Agentforce Service (formerly Salesforce Service Cloud)'s Pros and Cons?

**Pros:**

- Ease of Use (1705 reviews)
- Features (1497 reviews)
- Case Management (1479 reviews)
- Efficiency (1297 reviews)
- Helpful (821 reviews)

**Cons:**

- Complexity (912 reviews)
- Learning Curve (787 reviews)
- Steep Learning Curve (628 reviews)
- Expensive (585 reviews)
- Missing Features (584 reviews)

### 2. [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews)
  Service Hub delivers AI-powered customer service at scale by unifying customer insights, providing omnichannel support tools, and enabling efficient self-service options within a single platform. Core Value Proposition: Service Hub addresses three critical customer service challenges: scaling support teams without proportional headcount increases, maintaining service quality across multiple communication channels, and leveraging customer data to drive retention and growth. The platform connects customer service data with information from sales and marketing, providing support representatives with complete customer context. Key Capabilities: Omnichannel Help Desk: Service Hub consolidates support requests from multiple communication channels into a single interface. Teams manage all customer communications without switching between tools, ensuring consistent response quality across channels. AI-Powered Efficiency: The platform includes AI features that automate ticket routing, suggest relevant knowledge base articles, and identify patterns in customer issues to improve resolution speed and support team productivity. Self-Service Tools: Service Hub provides knowledge base creation, chatbot functionality, and customer portal capabilities enabling customers to find answers independently. This reduces ticket volume and support team workload while improving customer satisfaction. Data-Driven Retention: The platform offers customer health scoring, efficiency reporting, and trend analysis that help service leaders identify at-risk accounts, optimize team performance, and connect support activities to business growth metrics. Service Hub vs. Alternatives: Unlike standalone ticketing systems operating in isolation, Service Hub shares customer data with sales and marketing platforms, enabling support teams to see complete customer journey context. Representatives can access purchase history, marketing interactions, and sales conversations without needing to request information from other departments. Service Hub eliminates the need to purchase and integrate separate tools for live chat, knowledge base management, customer feedback collection, and service analytics by providing these capabilities within the unified HubSpot platform. Who Should Use Service Hub: Service Hub serves customer experience leaders seeking to scale support efficiently, support teams needing complete customer context for quality service delivery, and organizations wanting to connect service metrics to retention and growth outcomes. The platform enables CX leaders to focus on efficient reps empowered by AI. Outcome: Service Hub helps teams deliver delightful support at scale with unified customer insights, create efficient reps empowered by AI, and scale their company, not complexity.


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 2,815
**How Do G2 Users Rate HubSpot Service Hub?**

- **Ease of Use:** 8.6/10 (Category avg: 9.1/10)
- **Brand Design Consistency:** 8.6/10 (Category avg: 9.0/10)
- **Feedback Collection:** 8.7/10 (Category avg: 9.2/10)
- **Feedback Aggregation:** 8.5/10 (Category avg: 8.9/10)

**Who Is the Company Behind HubSpot Service Hub?**

- **Seller:** [HubSpot](https://www.g2.com/sellers/hubspot)
- **Company Website:** https://www.HubSpot.com
- **Year Founded:** 2006
- **HQ Location:** Cambridge, MA
- **Twitter:** @HubSpot (785,652 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/68529/ (11,979 employees on LinkedIn®)

**Who Uses This Product?**
  - **Who Uses This:** Customer Success Manager, Customer Success Specialist
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 60% Small-Business, 37% Mid-Market


#### What Are HubSpot Service Hub's Pros and Cons?

**Pros:**

- Ease of Use (325 reviews)
- Features (214 reviews)
- Helpful (170 reviews)
- Efficiency (155 reviews)
- Case Management (147 reviews)

**Cons:**

- Missing Features (117 reviews)
- Limited Customization (93 reviews)
- Limited Features (88 reviews)
- Lack of Features (75 reviews)
- Ticket Management (75 reviews)

### 3. [Delighted](https://www.g2.com/products/delighted/reviews)
  Delighted is the fastest and easiest way to gather real time, actionable feedback from your customers, employees, partners, and vendors. Trusted by Uber, Cisco, Slack, Bonobos, Instacart, Target, and thousands of other brands to measure, understand, and improve experiences. Organizations using Delighted can instantly collect, analyze & distribute customer feedback, enabling them to align customer needs with business growth, measure the customer voice over time & proactively reduce churn.


  **Average Rating:** 4.7/5.0
  **Total Reviews:** 59
**How Do G2 Users Rate Delighted?**

- **Ease of Use:** 9.6/10 (Category avg: 9.1/10)
- **Brand Design Consistency:** 9.0/10 (Category avg: 9.0/10)
- **Feedback Collection:** 8.6/10 (Category avg: 9.2/10)
- **Feedback Aggregation:** 7.8/10 (Category avg: 8.9/10)

**Who Is the Company Behind Delighted?**

- **Seller:** [Qualtrics](https://www.g2.com/sellers/qualtrics)
- **Year Founded:** 2002
- **HQ Location:** Provo, UT
- **Twitter:** @Qualtrics (42,185 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/314350/ (6,019 employees on LinkedIn®)
- **Ownership:** NASDAQ: XM

**Who Uses This Product?**
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 62% Mid-Market, 40% Small-Business


### 4. [Kapture CX](https://www.g2.com/products/kapture-cx/reviews)
  Kapture is an enterprise-grade, generative AI-powered omnichannel customer experience management platform designed to enhance customer support and engagement. This innovative solution empowers businesses to adapt to the evolving expectations of their customers, transforming standard interactions into exceptional experiences. By leveraging advanced technology and a customer-centric approach, Kapture ensures that every engagement is personalized and relevant, addressing the unique needs of each individual. Targeted primarily at businesses in sectors such as retail, banking, financial services and insurance (BFSI), travel, and consumer durables, Kapture serves over 1,000 organizations across 16 countries. This diverse clientele benefits from Kapture's ability to streamline customer interactions across various channels, including social media, email, chat, and voice. The platform is particularly valuable for companies aiming to enhance their customer service capabilities, improve satisfaction rates, and foster lasting relationships with their customers. Kapture's key features include intelligent routing, real-time analytics, and a unified dashboard that provides a comprehensive view of customer interactions. The intelligent routing system ensures that inquiries are directed to the most suitable agents based on their expertise, leading to quicker and more effective resolutions. Real-time analytics empower businesses to monitor performance metrics, identify trends, and make data-driven decisions to enhance service quality. The unified dashboard consolidates information from multiple channels, enabling support teams to respond promptly and effectively to customer needs. Utilizing Kapture offers benefits that extend beyond improved customer satisfaction. By providing tailored experiences and leveraging AI-driven insights, businesses can increase operational efficiency and reduce response times. Kapture's focus on context and intelligence in every resolution helps organizations not only meet but exceed customer expectations. This capability is particularly crucial in competitive markets where customer loyalty is paramount. Kapture distinguishes itself in the customer experience management category by combining advanced technology with a deep understanding of customer needs. Its omnichannel approach ensures that businesses can engage with their customers seamlessly, regardless of the platform, while its generative AI capabilities facilitate continuous improvement in service delivery. This makes Kapture an essential tool for organizations looking to elevate their customer support and create meaningful, lasting connections with their clientele.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 327
**How Do G2 Users Rate Kapture CX?**

- **Ease of Use:** 9.1/10 (Category avg: 9.1/10)

**Who Is the Company Behind Kapture CX?**

- **Seller:** [Kapture CX](https://www.g2.com/sellers/kapture-cx)
- **Year Founded:** 2011
- **HQ Location:** Bangalore
- **Twitter:** @KaptureCX (142 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/9310674/ (587 employees on LinkedIn®)

**Who Uses This Product?**
  - **Who Uses This:** Team Leader, Assistant Manager
  - **Top Industries:** Consumer Services, Pharmaceuticals
  - **Company Size:** 60% Mid-Market, 29% Small-Business


#### What Are Kapture CX's Pros and Cons?

**Pros:**

- Ease of Use (127 reviews)
- Features (92 reviews)
- Helpful (86 reviews)
- User-Friendly (78 reviews)
- Efficiency (76 reviews)

**Cons:**

- Slow Performance (58 reviews)
- Slow Loading (54 reviews)
- Slow Speed (46 reviews)
- Delays (42 reviews)
- Improvement Needed (39 reviews)

### 5. [Simplesat](https://www.g2.com/products/simplesat/reviews)
  Simplesat is a feedback management tool designed to help organizations enhance their customer engagement by increasing survey response rates. This solution offers a flexible approach to gathering feedback, enabling businesses to create visually appealing and personalized surveys that resonate with their customers. By integrating with popular platforms such as Zendesk, Intercom, Autotask, and Salesforce, Simplesat makes it convenient for customers to provide feedback through their preferred communication channels, ensuring that every interaction is an opportunity for valuable insights. The target audience for Simplesat includes businesses of all sizes that prioritize customer experience and seek to understand their clients' opinions more deeply. By utilizing a variety of feedback survey types, such as Customer Satisfaction (CSAT) and Customer Effort Score (CES) surveys, organizations can capture immediate reactions following key customer interactions, such as onboarding or support ticket resolutions. Additionally, scheduled Net Promoter Score (NPS) surveys provide a broader perspective on customer sentiment over time, helping businesses identify trends and areas for improvement. One of the standout features of Simplesat is its robust data interpretation capabilities. Users can easily navigate the Dashboard to generate insightful reports, create leaderboards, and segment their customer base for targeted analysis. This functionality allows businesses to drill down into individual responses and understand the nuances of customer feedback. By learning the right questions to ask, organizations can ensure that they are addressing the most pressing concerns and priorities of their customers. Simplesat also emphasizes the importance of closing the feedback loop. The tool enables businesses to set up automated responses for dissatisfied customers, connecting them with agents who can access their feedback history for a more personalized resolution. Conversely, it encourages outreach to satisfied customers, such as requesting Google reviews after receiving high ratings. This proactive approach not only enhances a company's reputation but also contributes positively to search engine optimization (SEO) efforts. Furthermore, sharing positive feedback within teams serves as a motivational boost, fostering a culture of recognition and improvement. Incorporating Simplesat into daily operations transforms feedback collection from a cumbersome task into a seamless process. By prioritizing customer feedback and making it an integral part of business practices, organizations can foster stronger relationships with their clients, ultimately leading to improved satisfaction and loyalty.


  **Average Rating:** 4.8/5.0
  **Total Reviews:** 161
**How Do G2 Users Rate Simplesat?**

- **Ease of Use:** 9.6/10 (Category avg: 9.1/10)
- **Brand Design Consistency:** 9.2/10 (Category avg: 9.0/10)
- **Feedback Collection:** 9.3/10 (Category avg: 9.2/10)
- **Feedback Aggregation:** 9.3/10 (Category avg: 8.9/10)

**Who Is the Company Behind Simplesat?**

- **Seller:** [Simplesat](https://www.g2.com/sellers/simplesat)
- **Company Website:** https://www.simplesat.io
- **Year Founded:** 2016
- **HQ Location:** Seattle, Washington
- **Twitter:** @simplesat (192 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/13224182/ (26 employees on LinkedIn®)

**Who Uses This Product?**
  - **Who Uses This:** President
  - **Top Industries:** Information Technology and Services, Computer & Network Security
  - **Company Size:** 56% Small-Business, 40% Mid-Market


#### What Are Simplesat's Pros and Cons?

**Pros:**

- Customer Support (13 reviews)
- Ease of Use (12 reviews)
- Easy Setup (9 reviews)
- Survey Creation (8 reviews)
- Easy Integrations (7 reviews)

**Cons:**

- Expensive (2 reviews)
- Integration Issues (2 reviews)
- Survey Issues (2 reviews)
- Complex Usability (1 reviews)
- Connection Issues (1 reviews)

### 6. [ReputationStacker](https://www.g2.com/products/reputationstacker/reviews)
  ReputationStacker's review management software helps businesses get more reviews, rank higher in local search, and win more customers... automatically. It’s a completely hands-off reputation management system, so you can focus on running your business while the system does the work for you. RS’s reporting suite turns qualitative feedback from reviews and NPS surveys into quantified, actionable data you can use to immediately improve your business and create better customer experiences... which of course drives more positive reviews. ReputationStacker is built to scale, making it especially powerful for multi-location businesses looking to boost reviews, improve customer experience, and dominate local search.


  **Average Rating:** 4.9/5.0
  **Total Reviews:** 47
**How Do G2 Users Rate ReputationStacker?**

- **Ease of Use:** 9.7/10 (Category avg: 9.1/10)
- **Brand Design Consistency:** 10.0/10 (Category avg: 9.0/10)
- **Feedback Collection:** 10.0/10 (Category avg: 9.2/10)
- **Feedback Aggregation:** 10.0/10 (Category avg: 8.9/10)

**Who Is the Company Behind ReputationStacker?**

- **Seller:** [ReputationStacker](https://www.g2.com/sellers/reputationstacker)
- **Year Founded:** 2016
- **HQ Location:** N/A
- **LinkedIn® Page:** https://www.linkedin.com/company/reputationstacker/ (2 employees on LinkedIn®)

**Who Uses This Product?**
  - **Top Industries:** Consumer Services, Health, Wellness and Fitness
  - **Company Size:** 51% Small-Business, 36% Mid-Market


#### What Are ReputationStacker's Pros and Cons?

**Pros:**

- Ease of Use (12 reviews)
- Review Increase (11 reviews)
- Reputation Management (8 reviews)
- Automation (7 reviews)
- Easy Setup (6 reviews)

**Cons:**

- Connection Issues (1 reviews)
- Difficult Learning (1 reviews)
- Expensive (1 reviews)
- Filtering Issues (1 reviews)
- Filtering Limitations (1 reviews)

### 7. [UserTesting](https://www.g2.com/products/usertesting/reviews)
  UserTesting is the leader in human insight. Our Human Insight Engine empowers teams to validate decisions, co-innovate at scale, and accelerate the path to their best products and experiences. By embedding real human feedback into every stage of development—from ideation to launch—organizations can eliminate guesswork, align stakeholders, and deliver experiences that truly meet evolving customer needs.


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 730
**How Do G2 Users Rate UserTesting?**

- **Ease of Use:** 8.4/10 (Category avg: 9.1/10)
- **Brand Design Consistency:** 9.0/10 (Category avg: 9.0/10)
- **Feedback Collection:** 8.6/10 (Category avg: 9.2/10)
- **Feedback Aggregation:** 8.0/10 (Category avg: 8.9/10)

**Who Is the Company Behind UserTesting?**

- **Seller:** [UserTesting](https://www.g2.com/sellers/usertesting)
- **Company Website:** https://www.usertesting.com
- **Year Founded:** 2007
- **HQ Location:** San Francisco, CA
- **Twitter:** @usertesting (42,885 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/564709/ (1,850 employees on LinkedIn®)

**Who Uses This Product?**
  - **Who Uses This:** UX Researcher, Product Designer
  - **Top Industries:** Financial Services, Computer Software
  - **Company Size:** 41% Enterprise, 37% Mid-Market


#### What Are UserTesting's Pros and Cons?

**Pros:**

- Ease of Use (90 reviews)
- Helpful (70 reviews)
- Time-saving (46 reviews)
- Customer Support (37 reviews)
- Features (35 reviews)

**Cons:**

- Missing Features (28 reviews)
- Testing Difficulties (28 reviews)
- Survey Issues (22 reviews)
- Participant Management (21 reviews)
- Expensive (20 reviews)

### 8. [Great Recruiters](https://www.g2.com/products/great-recruiters/reviews)
  Great Recruiters is a specialized feedback and review platform designed specifically for staffing firms to enhance their recruitment processes and brand reputation. This innovative solution enables organizations to gather real-time feedback from candidates and clients, providing valuable insights into the performance of their recruiters and overall organizational effectiveness. By leveraging this data, staffing firms can identify areas for improvement, celebrate successes, and ultimately maximize the potential of their workforce. The target audience for Great Recruiters includes staffing agencies and recruitment firms looking to improve their operational efficiency and client satisfaction. In an industry where reputation and referrals are critical, having a system that facilitates immediate feedback can significantly influence a firm’s ability to attract top talent and maintain strong client relationships. The platform serves various use cases, such as enhancing recruiter performance, increasing candidate engagement, and building a positive brand image through authentic testimonials. Key features of Great Recruiters include real-time reviews, customizable feedback requests, and comprehensive analytics. Users can easily solicit feedback from candidates and clients after interactions, ensuring that insights are timely and relevant. The platform also provides analytics tools that allow staffing firms to track performance metrics over time, helping them make data-driven decisions to enhance their recruitment strategies. Additionally, the ability to showcase positive reviews and testimonials on various platforms can help firms stand out in a competitive market. By utilizing Great Recruiters, staffing firms can significantly improve their return on investment (ROI) by fostering a culture of continuous improvement and accountability. The insights gained from real-time feedback can lead to enhanced recruiter training programs, better candidate experiences, and ultimately, higher placement rates. Furthermore, the platform’s emphasis on building a strong reputation through authentic reviews can lead to increased referrals, further driving growth and success for staffing organizations. Overall, Great Recruiters offers a comprehensive solution that empowers staffing firms to elevate their brand and operational effectiveness in a dynamic industry.


  **Average Rating:** 4.9/5.0
  **Total Reviews:** 165
**How Do G2 Users Rate Great Recruiters?**

- **Ease of Use:** 9.7/10 (Category avg: 9.1/10)
- **Brand Design Consistency:** 9.8/10 (Category avg: 9.0/10)
- **Feedback Collection:** 9.8/10 (Category avg: 9.2/10)
- **Feedback Aggregation:** 9.7/10 (Category avg: 8.9/10)

**Who Is the Company Behind Great Recruiters?**

- **Seller:** [Great Recruiters](https://www.g2.com/sellers/great-recruiters)
- **Company Website:** https://www.greatrecruiters.com
- **Year Founded:** 2017
- **HQ Location:** Troy, Michigan
- **Twitter:** @great_recruiter (324 Twitter followers)
- **LinkedIn® Page:** http://www.linkedin.com/company/great-recruiters (11 employees on LinkedIn®)

**Who Uses This Product?**
  - **Who Uses This:** Recruiter, Technical Recruiter
  - **Top Industries:** Staffing and Recruiting, Hospital & Health Care
  - **Company Size:** 48% Mid-Market, 47% Small-Business


#### What Are Great Recruiters's Pros and Cons?

**Pros:**

- Helpful (22 reviews)
- Ease of Use (16 reviews)
- Feedback Management (16 reviews)
- Feedback (12 reviews)
- Customer Support (11 reviews)

**Cons:**

- Missing Features (4 reviews)
- Verification Issues (4 reviews)
- Review Management (3 reviews)
- Improvement Needed (2 reviews)
- Not Intuitive (2 reviews)

### 9. [Aha!](https://www.g2.com/products/aha/reviews)
  Aha! is the world's #1 product development software. We help more than 1 million product builders to bring their strategy to life. Our integrated tools empower teams to go from discovery to delivery. The suite includes Aha! Roadmaps, Aha! Discovery, Aha! Ideas, Aha! Whiteboards, Aha! Builder, Aha! Develop, Aha! Teamwork, and Aha! Knowledge. Product teams rely on our expertise, AI assistant, and training programs via Aha! Academy to do their best work. We are proud to be a very different type of high-growth SaaS company. The business is self-funded, profitable, and 100% remote. We are recognized as one of the best fully remote companies to work for, champion the Bootstrap Movement, and have given over $1.5M to people in need through Aha! Cares. Learn more at www.aha.io.


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 355
**How Do G2 Users Rate Aha!?**

- **Ease of Use:** 7.8/10 (Category avg: 9.1/10)
- **Brand Design Consistency:** 8.6/10 (Category avg: 9.0/10)
- **Feedback Collection:** 9.9/10 (Category avg: 9.2/10)
- **Feedback Aggregation:** 9.0/10 (Category avg: 8.9/10)

**Who Is the Company Behind Aha!?**

- **Seller:** [Aha! Labs](https://www.g2.com/sellers/aha-labs)
- **Company Website:** https://www.aha.io/
- **Year Founded:** 2013
- **HQ Location:** Menlo Park, CA
- **Twitter:** @aha_io (22,177 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/3110591/ (125 employees on LinkedIn®)

**Who Uses This Product?**
  - **Who Uses This:** Product Manager, Senior Product Manager
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 47% Mid-Market, 31% Enterprise


#### What Are Aha!'s Pros and Cons?

**Pros:**

- Customer Support (35 reviews)
- Ease of Use (32 reviews)
- Features (25 reviews)
- Helpful (25 reviews)
- Project Management (23 reviews)

**Cons:**

- Learning Curve (19 reviews)
- Learning Difficulty (11 reviews)
- Limited Features (11 reviews)
- Missing Features (11 reviews)
- Complexity (8 reviews)

### 10. [Chisel](https://www.g2.com/products/chisel-labs-chisel/reviews)
  Chisel is an AI-powered, enterprise-grade PM Agent with a built-in Feedback + Roadmap system of record. It helps product managers reduce busywork and drive outcomes that matter, such as amplifying revenue and increasing customer adoption. Chisel automates core PM tasks like creating documents (PRDs, release notes, status reports), conducting research and competitive analysis, and capturing ideas from unstructured data, all via a smart conversational interface. With SOC 2 compliance and integrations with tools like Jira, Azure DevOps, Salesforce, and Zendesk, Chisel frees up PMs to focus on strategic work while scaling effortlessly. Check out our website to get a demo, and see how Chisel can help your modern product team. 👉 https://chisellabs.com/?utm\_source=g2


  **Average Rating:** 4.7/5.0
  **Total Reviews:** 88
**How Do G2 Users Rate Chisel?**

- **Ease of Use:** 9.5/10 (Category avg: 9.1/10)
- **Brand Design Consistency:** 9.5/10 (Category avg: 9.0/10)
- **Feedback Collection:** 9.9/10 (Category avg: 9.2/10)
- **Feedback Aggregation:** 10.0/10 (Category avg: 8.9/10)

**Who Is the Company Behind Chisel?**

- **Seller:** [Chisel Labs](https://www.g2.com/sellers/chisel-labs)
- **Year Founded:** 2021
- **HQ Location:** San Francisco, US
- **Twitter:** @chisellabs (53 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/chisellabs/ (20 employees on LinkedIn®)

**Who Uses This Product?**
  - **Who Uses This:** Product Manager, Software Engineer
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 46% Mid-Market, 45% Small-Business


#### What Are Chisel's Pros and Cons?

**Pros:**

- Ease of Use (5 reviews)
- AI Integration (4 reviews)
- Automation (3 reviews)
- Features (3 reviews)
- Project Management (3 reviews)

**Cons:**

- Slow Loading (3 reviews)
- Slow Performance (3 reviews)
- Ticket Management (2 reviews)
- Bug Issues (1 reviews)
- Document Management (1 reviews)

### 11. [Glassbox](https://www.g2.com/products/glassbox/reviews)
  Glassbox is a customer intelligence and digital experience analytics platform designed to help enterprises understand, optimize, and enhance the customer experience and digital accessibility of their digital channels. One of the standout features of Glassbox is its capability to securely capture 100% of user sessions across both web and mobile applications. This end-to-end visibility allows teams to analyze every step of the customer journey, effectively pinpointing friction points and enabling real-time action. By utilizing advanced artificial intelligence, Glassbox captures and analyzes data from every online interaction, providing businesses with a comprehensive view of customer behavior and preferences. This wealth of data empowers organizations to act swiftly, transforming raw data into actionable insights that improve both the customer experience and the conversion rate. Large global enterprises in sectors such as finance, insurance, and healthcare, Glassbox serves as a vital tool for uncovering the root causes of customer challenges. It assists organizations in remediating customer experience issues and creating digital journeys that are inclusive, seamless, and engaging. The platform’s AI-powered insights not only enhance accessibility monitoring but also incorporate fraud prevention capabilities, giving organizations the agility to respond to issues within minutes and adapt to the evolving needs of their customers. Glassbox has been recognized by G2 as a leader in customer intelligence solutions and product analytics, reflecting its effectiveness in delivering the clarity and confidence that enterprises require. By providing a robust framework for creating compliant, accessible, and impactful digital experiences, Glassbox stands out in its category, offering unique selling points that cater to the diverse needs of its users. With its focus on data-driven decision-making and customer-centric strategies, Glassbox is positioned as a crucial ally for organizations aiming to thrive in the digital landscape.


  **Average Rating:** 4.9/5.0
  **Total Reviews:** 788
**How Do G2 Users Rate Glassbox?**

- **Ease of Use:** 9.7/10 (Category avg: 9.1/10)
- **Brand Design Consistency:** 10.0/10 (Category avg: 9.0/10)
- **Feedback Collection:** 10.0/10 (Category avg: 9.2/10)
- **Feedback Aggregation:** 10.0/10 (Category avg: 8.9/10)

**Who Is the Company Behind Glassbox?**

- **Seller:** [Glassbox](https://www.g2.com/sellers/glassbox)
- **Company Website:** https://www.glassbox.com/
- **Year Founded:** 2010
- **HQ Location:** London
- **Twitter:** @GlassboxDigital (1,808 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/10491772/ (273 employees on LinkedIn®)

**Who Uses This Product?**
  - **Who Uses This:** Digital Analyst, Product Owner
  - **Top Industries:** Financial Services, Insurance
  - **Company Size:** 77% Enterprise, 18% Mid-Market


#### What Are Glassbox's Pros and Cons?

**Pros:**

- Ease of Use (210 reviews)
- Session Replay (190 reviews)
- Insights (174 reviews)
- Helpful (132 reviews)
- Customer Understanding (122 reviews)

**Cons:**

- Session Issues (70 reviews)
- Not Intuitive (65 reviews)
- Session Management (62 reviews)
- Learning Curve (61 reviews)
- Missing Features (54 reviews)

### 12. [Canny](https://www.g2.com/products/canny/reviews)
  Canny is your all-in-one solution for managing user feedback, where you can capture, organize, and analyze customer feedback in one place, so you can make informed product decisions. From managing feature requests and analyzing user insights, to building public roadmaps and announcing product updates, you can do it all with Canny. Stop letting ideas slip through the cracks and start building better products today with Canny! Features our customers love: • Automatically capture customer feedback from conversations with Autopilot. • Detect and merge duplicates so you can quantify ideas. • Score feedback and feature requests based on priority. • Build roadmaps based on which product feature request scores the highest. • Announce product updates with changelog to increase feature awareness. • Automatically follow up with people when you release a feature. • Wide-range of integrations available, works well with existing tech stack. To sign up for a free account: https://bit.ly/3vJFhce To book a demo: http://bit.ly/3vPGAqa


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 105
**How Do G2 Users Rate Canny?**

- **Ease of Use:** 9.1/10 (Category avg: 9.1/10)
- **Brand Design Consistency:** 8.2/10 (Category avg: 9.0/10)
- **Feedback Collection:** 9.2/10 (Category avg: 9.2/10)
- **Feedback Aggregation:** 8.8/10 (Category avg: 8.9/10)

**Who Is the Company Behind Canny?**

- **Seller:** [Canny](https://www.g2.com/sellers/canny)
- **Year Founded:** 2015
- **HQ Location:** Wilmington, Delaware
- **Twitter:** @cannyHQ (4,440 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/cannyhq (19 employees on LinkedIn®)

**Who Uses This Product?**
  - **Who Uses This:** Product Manager
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 58% Small-Business, 38% Mid-Market


#### What Are Canny's Pros and Cons?

**Pros:**

- Ease of Use (17 reviews)
- Features (11 reviews)
- Feedback Management (10 reviews)
- Easy Integrations (9 reviews)
- Customer Support (8 reviews)

**Cons:**

- Missing Features (6 reviews)
- Idea Duplication (5 reviews)
- Integration Issues (5 reviews)
- Integration Difficulty (4 reviews)
- Ticket Management (3 reviews)

### 13. [Nicereply](https://www.g2.com/products/nicereply/reviews)
  Don't miss out on opportunities to grow and improve by collecting immediate feedback. Use simple one-click CSAT, CES & NPS surveys from Nicereply to increase the volume of insights you receive. Set up once, collect forever. Nicereply helps hundreds of teams at companies like Microsoft, Lenovo, Hubspot, and Buffer to measure and improve the quality of their customer experience. - Measure Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES) per agent, team, country, product line or company-wide - Use Post-resolution email surveys to survey your customers automatically after you resolve a ticket, conversation, chat, deal, etc. Once set, you don’t have to do a thing. - Use In-signature surveys to ask customers for feedback at the bottom of every email. Act quickly to turn a conversation around, when it starts to derail. - Use survey link URLs & turn any customer touchpoint into an opportunity to gather feedback about the brand and customer experience. - Get real-time feedback on your website's user experience. Nicereply's website pop-up surveys can help you convert more customers by improving your website & software's usability - Increase your survey response rates by 200% by combining in-signature surveys and post-resolution email surveys without sending more emails. - Integrate Nicereply with your CRM system. Nicereply integrates with all the popular solutions like Zendesk, Front, LiveAgent, Freshdesk, Pipedrive, Helpscout, and more. - See your data in your CRM software and set automation based on the scores & feedback. - Fully customize your surveys in terms of branding, visuals, survey questions, rating scales, and metrics. - See all your CSAT, CES, and NPS data in a clean, easy-to-navigate dashboard. - Recognize your best agents with leaderboards and drill-downs stats per team and agent. - Stay on top of customer experience with regular reports and notifications delivered directly to an email inbox, or slack / MS teams channel. - Measure the performance of your automated emails. You can see how many automated surveys were sent, opened, and answered. - There are no complicated plan tiers or gating. You can use any integration with any Nicereply plan.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 423
**How Do G2 Users Rate Nicereply?**

- **Ease of Use:** 9.4/10 (Category avg: 9.1/10)
- **Brand Design Consistency:** 8.3/10 (Category avg: 9.0/10)
- **Feedback Collection:** 8.7/10 (Category avg: 9.2/10)
- **Feedback Aggregation:** 8.6/10 (Category avg: 8.9/10)

**Who Is the Company Behind Nicereply?**

- **Seller:** [Nice Reply s.r.o.](https://www.g2.com/sellers/nice-reply-s-r-o)
- **Year Founded:** 2012
- **HQ Location:** Bratislava
- **LinkedIn® Page:** https://www.linkedin.com/company/1118193/ (6 employees on LinkedIn®)

**Who Uses This Product?**
  - **Who Uses This:** Customer Support Agent, Customer Support Specialist
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 60% Mid-Market, 32% Small-Business


### 14. [Sogolytics](https://www.g2.com/products/sogolytics/reviews)
  Sogolytics is an experience management platform designed to help organizations enhance customer experience, boost employee engagement, and generate actionable insights through its robust survey software. This comprehensive solution caters to businesses of all sizes, providing tools that streamline the process of gathering feedback and analyzing data to drive informed decision-making. The platform is particularly beneficial for organizations looking to understand their customers and employees better. With SogoCX, businesses can focus on improving customer interactions and satisfaction, while SogoEX helps foster a more engaged and motivated workforce. Sogolytics stands out in the experience management category by offering a versatile suite of features that adapt to various use cases, from customer satisfaction surveys to employee engagement assessments. This adaptability makes it suitable for diverse industries, including retail, healthcare, education, and more. Key features of Sogolytics include seamless automation of data collection and analysis, which significantly reduces the time and effort required to gather insights. The user-friendly interface allows users to navigate the platform effortlessly, making it accessible even for those with limited technical expertise. Additionally, the powerful reporting engine transforms raw data into visually appealing and easily interpretable reports, enabling organizations to quickly identify trends and areas for improvement. Another notable aspect of Sogolytics is its integration capabilities with popular CRM systems and other business tools, ensuring that organizations can leverage their existing technology stack effectively. The platform prioritizes data security, adhering to the highest industry standards to protect sensitive information. Automated feedback collection through APIs further enhances the user experience, allowing organizations to gather real-time insights without manual intervention. Sogolytics also emphasizes customer support, offering 24/7 assistance via phone, email, and chat. This commitment to service ensures that users can resolve issues promptly and maximize the platform's potential. By providing a comprehensive and secure experience management solution, Sogolytics empowers organizations to make data-driven decisions that enhance both customer and employee experiences.


  **Average Rating:** 4.6/5.0
  **Total Reviews:** 85
**How Do G2 Users Rate Sogolytics?**

- **Ease of Use:** 8.6/10 (Category avg: 9.1/10)
- **Brand Design Consistency:** 9.2/10 (Category avg: 9.0/10)
- **Feedback Collection:** 9.5/10 (Category avg: 9.2/10)
- **Feedback Aggregation:** 9.1/10 (Category avg: 8.9/10)

**Who Is the Company Behind Sogolytics?**

- **Seller:** [Sogolytics](https://www.g2.com/sellers/sogolytics)
- **Company Website:** https://www.sogolytics.com/
- **Year Founded:** 2013
- **HQ Location:** Herndon, VA
- **Twitter:** @Sogolytics (8,670 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/2315708/ (102 employees on LinkedIn®)

**Who Uses This Product?**
  - **Top Industries:** Non-Profit Organization Management, Education Management
  - **Company Size:** 49% Small-Business, 27% Mid-Market


#### What Are Sogolytics's Pros and Cons?

**Pros:**

- Customer Support (3 reviews)
- Ease of Use (2 reviews)
- Feedback (2 reviews)
- Feedback Management (2 reviews)
- Flexibility (2 reviews)

**Cons:**

- Complex Usability (1 reviews)
- Inadequate Filtering (1 reviews)
- Not Intuitive (1 reviews)
- Survey Issues (1 reviews)

### 15. [LiveAgent](https://www.g2.com/products/liveagent/reviews)
  LiveAgent is a comprehensive help desk and live chat software designed to revolutionize customer support. By offering an all-in-one solution, LiveAgent empowers businesses to deliver personalized interactions that leave a lasting impression. With the fastest chat widget available and a reputation as the #1 rated live chat software for SMBs in 2025, LiveAgent is trusted by industry leaders such as BMW, Yamaha, Huawei, and Oxford University. These companies use LiveAgent to provide top-tier customer service that stands out in a competitive marketplace. Key Features of LiveAgent LiveAgent combines an omnichannel universal inbox, real-time live chat, a built-in call center, and a robust customer service portal to streamline communication. Personalization is at the heart of the software, allowing businesses to enhance interactions through features such as customer segmentation, automation, a built-in CRM, and powerful analytics. Additionally, LiveAgent offers an intuitive customer knowledge base to further improve service efficiency. With access to over 175+ features and 200+ integrations, LiveAgent adapts to your unique business needs and scales as your company grows. Try LiveAgent for Free Start your journey with LiveAgent today with a 1-month free trial—no credit card required. Discover how this advanced tool can transform your customer support operations. 200+ Features Included: • POP3 accounts • Email piping • Forwarding • Departments • Priorities • Statuses • Tags • Rules • Ticket Routing • Canned/Predefined messages • Email templates • Voice integration • Real-time website monitoring and statistics • Chats • Facebook/Twitter/Instagram/Slack integration • Knowledge base • Live Suggestions as you type • Feedback and Contact forms • Agent rating and gamification • Multilingual support • Ticket filters • File sharing and attachments • Chat button templates and much more Exclusive for Startups LiveAgent’s Startup Program offers startups free access to the platform for the first 6 months. After this period, startups can continue enjoying the benefits of LiveAgent at a discounted rate. This program provides a cost-effective way for emerging businesses to leverage world-class customer support tools during their growth phase. Experience the power of LiveAgent and join the ranks of industry-leading companies that prioritize exceptional customer service.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 1,480
**How Do G2 Users Rate LiveAgent?**

- **Ease of Use:** 8.9/10 (Category avg: 9.1/10)
- **Brand Design Consistency:** 10.0/10 (Category avg: 9.0/10)
- **Feedback Collection:** 10.0/10 (Category avg: 9.2/10)
- **Feedback Aggregation:** 10.0/10 (Category avg: 8.9/10)

**Who Is the Company Behind LiveAgent?**

- **Seller:** [QualityUnit](https://www.g2.com/sellers/qualityunit)
- **Year Founded:** 2004
- **HQ Location:** Bratislava
- **Twitter:** @qualityunit (481 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/3516632/ (60 employees on LinkedIn®)

**Who Uses This Product?**
  - **Who Uses This:** CEO, Owner
  - **Top Industries:** Information Technology and Services, Computer Software
  - **Company Size:** 67% Small-Business, 29% Mid-Market


#### What Are LiveAgent's Pros and Cons?

**Pros:**

- Ease of Use (58 reviews)
- Features (48 reviews)
- Customer Support (45 reviews)
- Helpful (42 reviews)
- Efficiency (36 reviews)

**Cons:**

- Learning Curve (12 reviews)
- Missing Features (11 reviews)
- Not Intuitive (10 reviews)
- Steep Learning Curve (10 reviews)
- Integration Issues (9 reviews)

### 16. [Chattermill](https://www.g2.com/products/chattermill/reviews)
  Chattermill is the AI-native customer experience intelligence and Voice of Customer (VoC) platform designed to help organizations effectively unify and analyze their customer feedback across any channel. By leveraging advanced AI technology, Chattermill empowers businesses to extract meaningful insights from diverse data sources, including surveys, reviews, support tickets, conversations, and social media interactions. This comprehensive approach enables companies to identify recurring issues, understand customer pain points, and drive product improvements with confidence. Targeted primarily at customer-focused teams, Chattermill serves a wide range of industries, including e-commerce, hospitality, and retail. Organizations like Uber, HelloFresh, Booking.com, Tesco, JustEat, and H&M utilize Chattermill to transform their customer experiences and foster business growth. The platform is particularly beneficial for Customer Experience (CX) and Voice of Customer (VoC) teams, as it allows them to pinpoint factors affecting customer satisfaction and loyalty. Additionally, Product and UX teams can prioritize enhancements based on genuine customer needs, while Support and Operations teams can identify recurring issues before they escalate into larger problems. One of Chattermill's key features is its powerful AI analytics capability, which enables the extraction of actionable insights from unstructured text feedback. This functionality allows businesses to uncover clear trends and patterns that inform strategic decision-making. By providing clarity and insights, Chattermill helps organizations improve their products and services, ultimately leading to increased customer satisfaction. The platform's ability to consolidate and scale voice-of-customer analysis also benefits Insights and Data teams, making it easier to manage and interpret large volumes of feedback. Chattermill stands out in the feedback analytics category due to its commitment to delivering deep, actionable insights rather than just surface-level metrics. This focus on understanding customer sentiment allows organizations to make informed decisions that enhance their overall customer experience. The platform has received recognition from G2, being named a Grid Leader and Momentum Leader in Feedback Analytics Products, among other accolades. These distinctions highlight Chattermill's effectiveness and user satisfaction within the competitive landscape of customer feedback solutions. For organizations looking to deepen their understanding of customer experiences and drive meaningful improvements, Chattermill offers a robust solution that integrates seamlessly into existing workflows. By harnessing the power of AI and comprehensive feedback analysis, businesses can navigate the complexities of customer sentiment and foster lasting loyalty.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 232
**How Do G2 Users Rate Chattermill?**

- **Ease of Use:** 8.7/10 (Category avg: 9.1/10)
- **Brand Design Consistency:** 8.6/10 (Category avg: 9.0/10)
- **Feedback Collection:** 8.8/10 (Category avg: 9.2/10)
- **Feedback Aggregation:** 8.7/10 (Category avg: 8.9/10)

**Who Is the Company Behind Chattermill?**

- **Seller:** [Chattermill](https://www.g2.com/sellers/chattermill)
- **Company Website:** https://chattermill.com/
- **Year Founded:** 2015
- **HQ Location:** London
- **Twitter:** @ChattermillAI (461 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/9443815/ (74 employees on LinkedIn®)

**Who Uses This Product?**
  - **Who Uses This:** Senior Product Manager, Product Manager
  - **Top Industries:** Retail, Financial Services
  - **Company Size:** 48% Mid-Market, 44% Enterprise


#### What Are Chattermill's Pros and Cons?

**Pros:**

- Ease of Use (48 reviews)
- Feedback Management (38 reviews)
- Customer Insights (35 reviews)
- Insights Generation (35 reviews)
- Insights Analysis (30 reviews)

**Cons:**

- Not Intuitive (12 reviews)
- Complex Usability (10 reviews)
- Inaccuracy (10 reviews)
- Insufficient Information (10 reviews)
- AI Limitations (9 reviews)

### 17. [UserVoice](https://www.g2.com/products/uservoice/reviews)
  UserVoice is a customer feedback management solution designed to help teams effectively gather, analyze, and act on user insights. This platform streamlines the process of collecting feedback from customers, making it easier for product teams to prioritize features and improvements based on real user needs. By centralizing feedback, UserVoice enables organizations to transform scattered input into actionable data, ensuring that product development aligns closely with customer expectations. Targeted primarily at product managers, UX designers, and customer success teams, UserVoice caters to organizations of various sizes that are looking to enhance their product offerings. The platform is particularly beneficial for teams that struggle with limited resources and face challenges in managing customer feedback across multiple channels. By providing a structured approach to feedback collection, UserVoice empowers teams to identify pain points and prioritize solutions that resonate with their user base. Key features of UserVoice include customizable feedback forms, robust analytics tools, and seamless integration with existing workflows. The customizable feedback forms allow users to solicit specific input from customers, ensuring that the feedback collected is relevant and targeted. The analytics tools provide insights into trends and common pain points, enabling teams to make data-driven decisions about product enhancements. Additionally, UserVoice's integration capabilities allow organizations to connect the platform with other tools they use, creating a cohesive feedback ecosystem. The benefits of using UserVoice extend beyond just gathering feedback. By implementing a low-effort feedback program, teams can foster a culture of collaboration and transparency, earning the trust of their customers. This trust is crucial for building long-term relationships and ensuring that product releases meet user expectations. Furthermore, by placing users at the center of the product development process, organizations can avoid the pitfalls of developing features that do not resonate with their audience, ultimately leading to more successful product outcomes. UserVoice stands out in its category by not only simplifying the feedback collection process but also by providing actionable insights that drive product strategy. By focusing on the voice of the customer, UserVoice helps teams prioritize their roadmaps with confidence, ensuring that every product decision is informed by real user data. This approach not only enhances product relevance but also cultivates a loyal customer base that feels heard and valued.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 232
**How Do G2 Users Rate UserVoice?**

- **Ease of Use:** 8.8/10 (Category avg: 9.1/10)
- **Brand Design Consistency:** 8.3/10 (Category avg: 9.0/10)
- **Feedback Collection:** 9.0/10 (Category avg: 9.2/10)
- **Feedback Aggregation:** 8.5/10 (Category avg: 8.9/10)

**Who Is the Company Behind UserVoice?**

- **Seller:** [UserVoice](https://www.g2.com/sellers/uservoice)
- **Company Website:** https://uservoice.com/validation
- **Year Founded:** 2008
- **HQ Location:** San Francisco, CA
- **LinkedIn® Page:** https://www.linkedin.com/company/356606/ (30 employees on LinkedIn®)

**Who Uses This Product?**
  - **Who Uses This:** Customer Success Manager, Product Manager
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 63% Mid-Market, 28% Enterprise


#### What Are UserVoice's Pros and Cons?

**Pros:**

- Feedback Management (10 reviews)
- Ease of Use (8 reviews)
- Feedback (7 reviews)
- Customer Support (6 reviews)
- Helpful (6 reviews)

**Cons:**

- Lack of Features (3 reviews)
- Complex Usability (2 reviews)
- Expensive (2 reviews)
- Idea Duplication (2 reviews)
- Learning Curve (2 reviews)

### 18. [Medallia Agile Research](https://www.g2.com/products/medallia-agile-research/reviews)
  Promoter is the most comprehensive customer intelligence & engagement platform built to drive growth and customer retention. We combine constant actionable feedback using a best-practice NPS approach alongside internal customer data from hundreds of sources to provide unparalleled customer insights.


  **Average Rating:** 4.3/5.0
  **Total Reviews:** 64
**How Do G2 Users Rate Medallia Agile Research?**

- **Ease of Use:** 8.9/10 (Category avg: 9.1/10)
- **Brand Design Consistency:** 9.2/10 (Category avg: 9.0/10)
- **Feedback Collection:** 7.9/10 (Category avg: 9.2/10)
- **Feedback Aggregation:** 7.9/10 (Category avg: 8.9/10)

**Who Is the Company Behind Medallia Agile Research?**

- **Seller:** [Medallia](https://www.g2.com/sellers/medallia)
- **Year Founded:** 2001
- **HQ Location:** San Francisco, CA
- **Twitter:** @Medallia (12,238 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/49697/ (1,917 employees on LinkedIn®)
- **Phone:** 650-321-3000

**Who Uses This Product?**
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 43% Mid-Market, 38% Small-Business


### 19. [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews)
  ServiceNow's Customer Service Management (CSM) transforms customer service experiences with AI-powered workflows and AI agents that help you accelerate customer self-service, boost agent productivity, and speed up resolution time. With CSM, your organization can: - Deflect calls and increase satisfaction by enabling customers to self-serve answers and actions via an AI-powered conversational chat. - Increase capacity to handle more cases, extend business hours, and manage routine tasks with AI agents. - Save agents time with AI-generated case histories, case summaries, and suggested resolutions. - Integrate with top CCaaS solutions to unify routing, centralize call and work management, and boost agent efficiency on one AI-powered workspace. - Resolve issues quickly and consistently by automating tasks, uncovering bottlenecks, and improving processes. - Get up and running quickly and maintain a low TCO with continuous innovation in one extensible AI platform. Harness the power of AI, data and workflows to delight customers and deliver on what they want quickly, drive unprecedented agent productivity, and foster a whole new level of customer loyalty.


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 397
**How Do G2 Users Rate ServiceNow Customer Service Management?**

- **Ease of Use:** 8.5/10 (Category avg: 9.1/10)

**Who Is the Company Behind ServiceNow Customer Service Management?**

- **Seller:** [ServiceNow](https://www.g2.com/sellers/servicenow)
- **Company Website:** https://www.servicenow.com/
- **Year Founded:** 2004
- **HQ Location:** Santa Clara, CA
- **Twitter:** @servicenow (54,866 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/29352/ (32,701 employees on LinkedIn®)

**Who Uses This Product?**
  - **Top Industries:** Information Technology and Services, Telecommunications
  - **Company Size:** 45% Enterprise, 28% Mid-Market


#### What Are ServiceNow Customer Service Management's Pros and Cons?

**Pros:**

- Ease of Use (34 reviews)
- Features (26 reviews)
- Efficiency (21 reviews)
- Case Management (20 reviews)
- Automation (18 reviews)

**Cons:**

- Learning Curve (18 reviews)
- Steep Learning Curve (15 reviews)
- Limited Customization (13 reviews)
- Complexity (12 reviews)
- Improvements Needed (9 reviews)

### 20. [Mouseflow](https://www.g2.com/products/mouseflow/reviews)
  Mouseflow: Affordable Behavioral Analytics for UX Friction & CRO Mouseflow is the intuitive and affordable behavioral analytics platform that cuts the fluff to reveal the truth behind user behavior. We empower businesses with data-driven behavioral analytics, helping brands like eCommerce, SaaS, and enterprise brands understand why visitors are struggling, turning complex data into actionable insights that drive revenue and growth. Since essential tools like heatmaps and friction detection come out-of-the-box, you don't need an engineering degree to get quick value. How Mouseflow Helps You Optimize Faster: We’re here to toughen up your website – and your bottom line. • Automated UX Friction Detection Detect and fix conversion killers automatically with +7 friction events and our Friction Score—focus on changes that truly matter. • Affordable User Journey Mapping Analyze effortlessly how users move from, to, and between any page. Stop struggling to track user paths; we help you give them a shortcut to checkout. • Session Replays that Listen Watch user journeys unfold with session replays to see the truth behind clicks and turn data into powerful solutions. • Heatmaps Built for Scale Get 7 types of heatmaps, generated automatically for every page. This visibility is provided right out-of-the-box. • Conversion Funnels, Forms, & Analytics Pinpoint exact drop-off points using funnels and form analytics to increase conversions. • Real-Time Feedback Campaigns Understand visitor intent by asking the right questions at the right time. • Advanced Filtering, Segmentation, and Customization Advanced filtering and segmentation is available in every plan, supporting your experimentation roadmaps with the precision you need. Mouseflow is trusted by 210,000+ teams to analyze millions of visitor sessions, unlocking the fastest path to growth. We believe in making analytics approachable and fun, packed with “aha” moments. Are you ready to reveal the truth behind your user experience?


  **Average Rating:** 4.6/5.0
  **Total Reviews:** 688
**How Do G2 Users Rate Mouseflow?**

- **Ease of Use:** 8.8/10 (Category avg: 9.1/10)
- **Brand Design Consistency:** 7.6/10 (Category avg: 9.0/10)
- **Feedback Collection:** 8.0/10 (Category avg: 9.2/10)
- **Feedback Aggregation:** 7.9/10 (Category avg: 8.9/10)

**Who Is the Company Behind Mouseflow?**

- **Seller:** [Mouseflow](https://www.g2.com/sellers/mouseflow)
- **Company Website:** https://mouseflow.com
- **Year Founded:** 2010
- **HQ Location:** Copenhagen, Denmark
- **Twitter:** @mouseflow (1,735 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/2858513/ (59 employees on LinkedIn®)

**Who Uses This Product?**
  - **Who Uses This:** CEO, Owner
  - **Top Industries:** Marketing and Advertising, Computer Software
  - **Company Size:** 68% Small-Business, 23% Mid-Market


#### What Are Mouseflow's Pros and Cons?

**Pros:**

- Ease of Use (44 reviews)
- Insights (31 reviews)
- Heatmaps (26 reviews)
- Session Replay (23 reviews)
- Easy Setup (22 reviews)

**Cons:**

- Missing Features (13 reviews)
- Limitations (12 reviews)
- Expensive (10 reviews)
- Data Inaccuracy (9 reviews)
- Filtering Issues (7 reviews)

### 21. [BugHerd](https://www.g2.com/products/bugherd/reviews)
  BugHerd makes it easy for clients to leave website feedback. They simply point, click and comment - BugHerd grabs a screenshot, saves technical details and creates a task for your team to track. It's a simple tool for clients to use without requiring them to create accounts or log in. BugHerd website feedback & bug reporting tool is ideal for teams that build websites, including:  - Agencies - Web Developers - Web Designers - Project Managers - QA/UA Testers - Marketing Professionals - Content Creators One of the key differences between BugHerd and other platforms is that users pin their comments directly on live webpages. This makes it easy to show exactly where feedback or issues are. This is a huge benefit when collecting feedback from multiple clients or stakeholders as they can see the feedback that's already been given and avoid duplication. All feedback automatically comes with a screenshot and technical details such as browser, URL, operating system, etc; and each comment is transformed into a trackable task on an inbuilt Kanban board, enabling teams to prioritize and resolve issues efficiently. BugHerd also has deep two-way integrations with all project management tools such as ClickUp, monday.com, Asana, Trello, Jira, and more; as well as supporting integrations with collaboration tools like Slack & Microsoft Teams, and developer tools like GitHub. BugHerd also has a fully featured API and Webhook support enabling custom integrations with any application. This allows teams to manage their workflow without disruption, ensuring that feedback is incorporated into existing processes. By centralizing feedback and task management, BugHerd not only improves team efficiency but also contributes to higher client satisfaction, as clients see their suggestions implemented in a timely manner. Effortless feedback. Happier clients. Better websites. Get started in minutes, with a free trial today or book a 1:1 demo. https://bugherd.com


  **Average Rating:** 4.7/5.0
  **Total Reviews:** 179
**How Do G2 Users Rate BugHerd?**

- **Ease of Use:** 9.4/10 (Category avg: 9.1/10)
- **Brand Design Consistency:** 8.6/10 (Category avg: 9.0/10)
- **Feedback Collection:** 9.3/10 (Category avg: 9.2/10)
- **Feedback Aggregation:** 9.3/10 (Category avg: 8.9/10)

**Who Is the Company Behind BugHerd?**

- **Seller:** [BugHerd](https://www.g2.com/sellers/bugherd-4165e3c8-d810-4fb0-b78f-6e0c4fc4ef09)
- **Company Website:** https://bugherd.com/
- **Year Founded:** 2011
- **HQ Location:** Melbourne
- **Twitter:** @bugherd (1,619 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/bugherd/about (13 employees on LinkedIn®)

**Who Uses This Product?**
  - **Who Uses This:** Project Manager
  - **Top Industries:** Marketing and Advertising, Design
  - **Company Size:** 71% Small-Business, 22% Mid-Market


#### What Are BugHerd's Pros and Cons?

**Pros:**

- Ease of Use (33 reviews)
- Feedback (16 reviews)
- Team Collaboration (16 reviews)
- Task Management (13 reviews)
- Efficiency (12 reviews)

**Cons:**

- Missing Features (6 reviews)
- Software Bugs (4 reviews)
- Bug Management (3 reviews)
- Complex Usability (3 reviews)
- Lack of Tools (3 reviews)

### 22. [Outgrow](https://www.g2.com/products/outgrow/reviews)
  Outgrow allows you to better acquire, qualify and engage leads by making it easy to build personalized quizzes, calculators, assessments, contests, forms/surveys, recommendations, polls & chatbots. No developers or designers required! Outgrow has a host of design templates which are fully optimized for mobile, desktop, and tablet, and are easily embeddable into your advertising, websites, mobile apps, social media, SMS and email communication. In addition, there are over 1000 pre-made content pieces and funnels that are optimized to improve conversion so you can change the questions, make a few tweaks so it's consistent with your brand and have your own interactive content ready in minutes.


  **Average Rating:** 4.7/5.0
  **Total Reviews:** 314
**How Do G2 Users Rate Outgrow?**

- **Ease of Use:** 9.3/10 (Category avg: 9.1/10)
- **Brand Design Consistency:** 9.7/10 (Category avg: 9.0/10)
- **Feedback Collection:** 9.0/10 (Category avg: 9.2/10)
- **Feedback Aggregation:** 9.8/10 (Category avg: 8.9/10)

**Who Is the Company Behind Outgrow?**

- **Seller:** [Outgrow](https://www.g2.com/sellers/outgrow)
- **Company Website:** https://www.outgrow.co
- **Year Founded:** 2012
- **HQ Location:** New York, NY
- **Twitter:** @OutgrowCo (3,692 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/7966190/ (61 employees on LinkedIn®)

**Who Uses This Product?**
  - **Who Uses This:** Founder, CEO
  - **Top Industries:** Marketing and Advertising, Computer Software
  - **Company Size:** 79% Small-Business, 17% Mid-Market


#### What Are Outgrow's Pros and Cons?

**Pros:**

- Ease of Use (46 reviews)
- Customer Support (30 reviews)
- Helpful (28 reviews)
- Features (27 reviews)
- Easy Setup (23 reviews)

**Cons:**

- Learning Curve (11 reviews)
- Limited Features (11 reviews)
- Missing Features (11 reviews)
- Expensive (10 reviews)
- Limited Customization (8 reviews)

### 23. [Heap](https://www.g2.com/products/heap/reviews)
  Heap is the only digital insights platform that gives you complete understanding of your customers’ digital journeys, so you can quickly improve conversion, retention, and customer delight. - Improve customer experience: Pinpoint exactly where users are struggling and quickly make improvements to the customer experience, ensuring an intuitive, enjoyable user experience. - Speed time-to-market and optimize the impact of product and business teams: Rather than relying purely on gut instinct, leverage digital engagement data to test hypotheses and answer questions as they arise. With data-driven insights, confidently bring new features & experiences to market. - Build increasingly valuable features and experiences: Leverage data to build consensus on engineering investments that can be clearly tied to business outcomes. -Understand the full user journey: With native session replay, a complete data foundation, and automated data science, only Heap can surface the insights teams need to win. Over 8,000 businesses use Heap to drive business impact by delivering better experiences and better products. Customers include companies in B2B SaaS, eCommerce, and Financial Services such as Twilio, Logitech, Snapfish, Eventbrite, Esurance, Northwestern Mutual, and e\*Trade.


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 1,074
**How Do G2 Users Rate Heap?**

- **Ease of Use:** 8.1/10 (Category avg: 9.1/10)
- **Brand Design Consistency:** 8.7/10 (Category avg: 9.0/10)
- **Feedback Collection:** 9.0/10 (Category avg: 9.2/10)
- **Feedback Aggregation:** 9.1/10 (Category avg: 8.9/10)

**Who Is the Company Behind Heap?**

- **Seller:** [Contentsquare](https://www.g2.com/sellers/contentsquare)
- **Year Founded:** 2012
- **HQ Location:** Paris
- **Twitter:** @Contentsquare (6,561 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/2566485/ (1,723 employees on LinkedIn®)

**Who Uses This Product?**
  - **Who Uses This:** Product Manager, Software Engineer
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 54% Mid-Market, 35% Small-Business


#### What Are Heap's Pros and Cons?

**Pros:**

- Ease of Use (7 reviews)
- Insights (5 reviews)
- Automation (4 reviews)
- Efficiency (4 reviews)
- Intuitive (4 reviews)

**Cons:**

- Data Inaccuracy (4 reviews)
- Data Management Issues (3 reviews)
- Slow Performance (3 reviews)
- Complex Features (2 reviews)
- Data Management (2 reviews)

### 24. [Usersnap](https://www.g2.com/products/usersnap/reviews)
  Usersnap is a user feedback platform designed for product teams to gather product-specific insights, accelerate user testing, and improve stakeholder feedback loops. Product teams strive for user-centric processes and rely on Usersnap to gain clarity for product decisions. Companies such as Red Hat, Erste Bank, Lego, and Harvard University partner with Usersnap to excel in their enterprise growth and operations. Usersnap is a platform to capture, organize, respond, and scale user feedback for agile product testing and instant feature validation. Here are the most popular use cases: ❇️ Website customer feedback ❇️ Quality assurance of design and development ❇️ Managing UAT (user acceptance testing) or beta testing ❇️ Gathering feature requests ❇️ In-product user research How do you know you need a user feedback solution? Ask yourself these 3 questions: 💭 Why are you skipping user testing and stakeholder feedback rounds? Clear bug reports with screen captures, annotations, voice feedback, and automated metadata by Usersnap can free up back-and-forth troubleshooting time and make feedback loops 30% more efficient. 💭 Why are you only taking second-hand feature requests from Sales and CS? Bring first-hand user feedback into daily workflows with 50+ robust integrations, such as Jira, Zendesk, Slack, Asana. Empower your teams to see problems from the user's eyes to solve the right issues. 💭 Why is the user adoption rate low? How do you explain why? Reveal the why of user behaviors with targeted and segmented interactive micro surveys that boost response rates up to 50%. 🚀✨ Try Usersnap for free. Collect 20 feedback items on your trial account for free, no credit card commitment.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 89
**How Do G2 Users Rate Usersnap?**

- **Ease of Use:** 9.6/10 (Category avg: 9.1/10)
- **Brand Design Consistency:** 9.1/10 (Category avg: 9.0/10)
- **Feedback Collection:** 9.7/10 (Category avg: 9.2/10)
- **Feedback Aggregation:** 9.4/10 (Category avg: 8.9/10)

**Who Is the Company Behind Usersnap?**

- **Seller:** [Usersnap](https://www.g2.com/sellers/usersnap)
- **Company Website:** https://usersnap.com/
- **Year Founded:** 2013
- **HQ Location:** Perg, Austria
- **Twitter:** @usersnap (2,814 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/3114893/ (15 employees on LinkedIn®)

**Who Uses This Product?**
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 65% Small-Business, 30% Mid-Market


#### What Are Usersnap's Pros and Cons?

**Pros:**

- Integrations (6 reviews)
- Ease of Use (5 reviews)
- Easy Integrations (4 reviews)
- Automation (2 reviews)
- Features (2 reviews)

**Cons:**

- Expensive (3 reviews)
- Missing Features (2 reviews)
- Cluttered Interface (1 reviews)
- Custom Fields Issues (1 reviews)
- Dashboard Issues (1 reviews)

### 25. [Dynata Product Suite](https://www.g2.com/products/dynata-product-suite/reviews)
  Dynata is the world’s largest first-party data platform for insights, activation and measurement. With a global reach spanning over 62 million consumers and business professionals, and an extensive base of profiles collected through surveys, Dynata is the cornerstone for precise, trusted quality data. Around its robust first-party data offering, the company has developed innovative solutions and services to bring the voice of the customer to the entire marketing ecosystem - from strategy and branding to innovation, advertising, measurement and optimization. Dynata serves nearly 6,000 market research, media and advertising agencies, publishers, consulting and investment firms and corporations in all industries worldwide. Find out more at www.dynata.com.


  **Average Rating:** 4.1/5.0
  **Total Reviews:** 41
**How Do G2 Users Rate Dynata Product Suite?**

- **Ease of Use:** 8.7/10 (Category avg: 9.1/10)
- **Brand Design Consistency:** 8.3/10 (Category avg: 9.0/10)
- **Feedback Collection:** 6.7/10 (Category avg: 9.2/10)
- **Feedback Aggregation:** 7.5/10 (Category avg: 8.9/10)

**Who Is the Company Behind Dynata Product Suite?**

- **Seller:** [Dynata](https://www.g2.com/sellers/dynata)
- **Year Founded:** 1977
- **HQ Location:** Dallas, Texas
- **Twitter:** @DynataGlobal (8,705 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/35515524/ (4,579 employees on LinkedIn®)

**Who Uses This Product?**
  - **Top Industries:** Marketing and Advertising
  - **Company Size:** 43% Mid-Market, 31% Small-Business


#### What Are Dynata Product Suite's Pros and Cons?

**Pros:**

- Ease of Use (8 reviews)
- Survey Creation (5 reviews)
- Easy Setup (4 reviews)
- Ease of Creation (3 reviews)
- Efficiency (3 reviews)

**Cons:**

- Slow Loading (4 reviews)
- Time-Consuming (4 reviews)
- Slow Performance (3 reviews)
- Survey Issues (3 reviews)
- Complexity (2 reviews)


    ## What Is Enterprise Feedback Management Software?
  [Customer Service Software](https://www.g2.com/categories/customer-service)
  ## What Software Categories Are Similar to Enterprise Feedback Management Software?
    - [Survey Software](https://www.g2.com/categories/survey)
    - [User Research Tools](https://www.g2.com/categories/user-research)
    - [Feedback Analytics Software](https://www.g2.com/categories/feedback-analytics)

  
---

## How Do You Choose the Right Enterprise Feedback Management Software?

### What You Should Know About Enterprise Feedback Management Software

### What is Enterprise Feedback Management Software?

Enterprise feedback management (EFM) software centralizes all customer feedback into a single hub where all data and information are easily accessible and packaged by analysis. It performs data collection on customer feedback to provide businesses with actionable customer or employee insights. EFM accomplishes this by creating and distributing optimized customer surveys to request feedback on their experience with the product.

EFM software or enterprise feedback management systems benefit businesses by compiling feedback across multiple channels into a single coherent picture of the customer experience. Structuring this feedback helps a company’s marketing, sales, and product development teams better visualize where to find customer pain points and opportunities. Furthermore, the insights gleaned can aid business strategy and decision making by notifying leaders of negative feedback in real time. EFM is an excellent tool to promote customer loyalty by acting as a company’s listening instrument. It should be noted that EFM software focuses more on external customer feedback rather than internal employee feedback.

EFM software can perform all the capabilities required for products in the Survey category. Similarly, tools in the Experience Management (EM) category can perform all of the features described in the EFM category. The Survey, Enterprise Feedback Management, and Experience Management are mutually exclusive categories. Depending on business needs, the company may need more or less than what EFM software offers.

#### What Types of Enterprise Feedback Management Software Exist?

Although most EFM software allows for creating custom surveys with unlimited questions, some EFM platforms provide more granularity regarding certain survey formats. Below is a list of a few buyers might see in various EFM software.

**Net promoter score (NPS) surveys**

The NPS survey is one of the best EFM tools to measure customer loyalty. An NPS survey gauges customer satisfaction by asking customers a single question. Often, this question is like, "How likely are you to recommend products to a friend or colleague?" Customers then respond to the question on a scale of 1–10. Companies translate those scores to identify how many customers were detractors (1–5), neutral (6–8), or promoters (9–10).

The NPS gives a company a better sense of its performance. Over time, a company can compare its performance on the NPS survey to see if it is losing or gaining customer loyalty. Narrowing down the brand performance to one question increases users' chances of participating in the company’s survey.

**Customer effort score (CES) surveys**

 A CES survey asks customers a single question about how easy it is for them to get the support they need. This is a great way to isolate customer satisfaction needs based on customer support and understand if customer service is an aspect of the business that is lacking.

**Customer satisfaction surveys**

A customer satisfaction survey allows customers to answer various questions based on a particular experience at a company. This can be a reaction to a company-sponsored event or a particular product. The end goal is to measure short-term customer satisfaction. This can be a helpful marketing tool to promote a particular product or experience and develop a long-term plan based on what products are working well.

### What are the Common Features of Enterprise Feedback Management Software?

EFM products contain these core features as part of their package:

**Survey builder:** The main feature of EFM software is its survey creation capabilities. Users create custom surveys to distribute to customers and record their responses to an internal team using a centralized EFM database. Team members can then collaborate on the survey within the EFM software and add supplementary questions or edit other aspects. The survey interface also allows for customized survey layouts and company-branded images, giving the survey a more professional look.

**Omnichannel feedback:** EFM software can make it easy for customers to share their feedback by answering surveys through a customer's preferred communication channel. This allows companies to give customers multiple options, translating to a higher participation rate.

**Triggered workflows:** When a customer completes a survey, EFM software will automatically notify the user and automate the next step in the feedback process. This helps with workflow management and customer follow-up. Depending on the customer sentiment, different workflow tasks may be triggered. PR teams may be in charge of responding to customers who responded negatively to the survey, while marketers may be the ones to promote the positive responses. The triggered workflow function lets the company decide how relevant content is routed to the appropriate teams.

**Data reports:** EFM software provides users with data-driven analytics. Instead of manually counting the number of customer responses and identifying important keywords, EFM software will do all the calculations, providing numerical data based on customer feedback.

**Text analytics:** Text analytics allows users to gather data from open-ended questions that are asked within customer surveys. While businesses can easily and simply gather insight from questions that can be answered in a straightforward "yes" or "no," open-ended questions are more challenging to sift through. Open-ended questions are important to add to any survey because they allow the customer to elaborate on common problems that they are experiencing with a product or brand. Text analytics can sort customer sentiment based on keywords, efficiently organizing the data.

**Customer interaction:** Some EFM solutions allow users to contact customers directly through the software’s dashboard. This enables users to respond to negative customer sentiment as soon as possible and engage in conversation regarding the customer’s negative experience with the brand or product.

Other enterprise feedback management software features include[Brand Design Consistency](https://www.g2.com/categories/enterprise-feedback-management/f/brand-design-consistency),[Device Responsiveness](https://www.g2.com/categories/enterprise-feedback-management/f/device-responsiveness), and[Security](https://www.g2.com/categories/enterprise-feedback-management/f/security).

### What are the Benefits of Enterprise Feedback Management Software?

**Outreach:** EFM software has the ability to reach out for customer feedback across communication channels, like SMS, email, live chat, and social media. This expands the company’s ability to recognize a large portion of its customer population, providing the most accurate and granular datasets to best inform its marketing, sales, and customer service teams on how to respond to each opportunity.

**Customer insight:** With highly customizable survey building instruments, the ability to ask for customer feedback is only limited by the user’s ability to communicate their question. The feedback from tailored survey instruments designed by an SME gives a company the most impactful insights into customer needs to guide its business strategies moving forward. 

**Customer loyalty:** Creating an avenue for customer feedback makes them feel heard and promotes quick resolutions to their pain points. Building a relationship where the customer feels heard creates trust and comfort that is difficult to put a price tag on. For customer success managers, these efforts are critically important for customer retention. Overall, loyalty is heavily impacted by customer experience.

**Notification:** Using EFM software to keep an ear on the ground can prepare the business against unforeseen challenges that can negatively impact its business-customer relationship. A robust EFM infrastructure allows the company to react decisively whenever customers voice a complaint or a negative experience.

### Who Uses Enterprise Feedback Management Software?

Almost any business team can take advantage of the features provided by EFM software. So long as they wish to solicit structured quantitative feedback from a customer base, EFM can help their team accomplish this goal. 

**Customer service teams:** Customer service teams are responsible for supporting customers by answering questions and troubleshooting technical difficulties. EFM can support these teams by holding them accountable for service quality by automatically delivering survey prompts after each service session. Using EFM products, customer experience can be quantified and recorded into metrics.

**Sales teams:** Sales teams are professionals focused on promoting the company’s product to the customer base. They engage potential customers to make the product seem more enticing than competitors or to ensure currently subscribed customers continue to find value in the products. EFM supports sales teams by allowing them to keep tabs on customer expectations of their product, their service quality, and how customer success teams can engage their clientele.

**Market research teams:** Market research teams are responsible for keeping tabs on the company’s market status and tracking sales trends within each particular demographic for targeting or otherwise. Market researchers can use EFM capabilities to perform market assessments by reaching out to their customer base to gauge how their products compare with their competitors, their market presence currently, and their attitude towards the brand.

**Product development teams:** Product development teams are the heart and engine of any company focused on profits derived from customer sales. These teams build the products to be sold and continue to iteratively improve the product through customer feedback and engagement. EFM can step in to build that communication channel between a company’s consumers and product teams. Doing so removes empathy, foresight, and understanding barriers that usually separate product teams from their audience (consumers). In some cases, during pilot testing, EFM can also be used to acquire structured feedback on a product’s prototype.

**Human resources teams:** Human resources, employee success, people operations, etc., are all labels to describe the business function of a department responsible for recruitment, development, employee relations, benefits, investigations, and culture. EFMs products are usually directed outward to gauge the satisfaction levels of customers and clientele. However, from the HR perspective, they could view their employee population as their customer base because they also provide support services to other departments. In that sense, HR teams can also take advantage of the products listed in this category for their business function.  

#### Software Related to Enterprise Feedback Management Software

Related solutions that can be used together with enterprise feedback management software include:

[CRM](https://www.g2.com/categories/crm): CRM software is a great tool to integrate with EFM software. Once users pull all the customer data in surveys and reports, they can integrate it into their CRM database to centralize all customer data into one location and add context to customer profiles. This makes it easier for users to pull actionable insights from customer data.

[Customer data platform](https://www.g2.com/categories/customer-data-platform-cdp): Customer data platforms (CDPs) are used to consolidate and integrate customer data into one single database. This can include customer contact information, address, etc. Since EFM software is a collection of customer survey data, it can be useful to consolidate it into a customer data platform so businesses can have a more comprehensive view of customer information.

[Feedback analytics](https://www.g2.com/categories/feedback-analytics): Feedback analytics focuses primarily on qualitative data by using artificial intelligence like natural language processing (NLP) to analyze text data for insights about customer feedback interactions. The software compiles all inbound and outbound communication channels into a coherent voice of the customer to reflect the customer experience. With this analytics instrument utilized with EFM, businesses can navigate customer feedback with greater finesse when wielding their qualitative and quantitative feedback instruments.

### Challenges with Enterprise Feedback Management Software

Enterprise feedback management solutions can come with their own set of challenges.

**Incorrect sentiment analysis:** As with any software automation, users are wary of potential inconsistencies and errors that may crop up once a piece of technology is implemented. Since EFM software provides text analysis tools that are designed to evaluate customer sentiment based on keywords, a possible issue that could arise is incorrect filtering. To combat this issue, users must carefully read through customer surveys to ensure the authenticity of each customer response.

**Validity and reliability:** Survey instruments are infamous for being sensitive to questionnaire wording. If the question and instruction are not designed with enough precision or care, there is the risk of misinterpretation by the customer. Surveys rely heavily on accurate interpretation for accurate data, and disrupting this process can impact the effectiveness of EFMs in finding the trends to help the business.

### How to Buy Enterprise Feedback Management Software

#### Requirements Gathering (RFI/RFP) for Enterprise Feedback Management Software

Selecting the best EFM software for a company requires the foreknowledge of what sort of business need it would fulfill. This is particularly important for the Enterprise Feedback Management category because it is mutually exclusive to the G2 Survey and Experience Management categories. That is why the selection team must understand the specific capabilities needed for their business. 

#### Compare Enterprise Feedback Management Software Products

**Create a long list**

To start, find products that best fit the company’s industry needs. The EFM category is large and expansive, with certain products having the capacity for specialization in the buyer company’s niche. Some can serve enterprise-level businesses, while others are better suited for medium and small-business functions. Self-awareness of the company’s capability is critical for determining the best fit.

The buyer must consider the size of their organization, the type of demographics they wish to contact, the communication channels, and any legal constraints on data privacy or storage of sensitive information. There are very strict legal requirements to be met when collecting data on certain demographics. The following are some questions buyers can keep in mind during this process.

- Which are the countries, states, and demographics the company wishes to gather feedback from? For example, the Children’s Online Privacy Protection Act (COPPA) protects USA children's data if they are under 13 years old. The California Consumer Privacy Act (CCPA) also requires quality control of data storage and collection methods.
- What communication channels like SMS, social media, email, live chat, etc., can the company take advantage of?
- Will security measures be needed for sensitive personal data like medical conditions? HIPAA limitations require strict security measures on how secure the communication is, how the data is stored, and how long they’re allowed to be stored.
- There are international standards of data protection, collection, and storage. The EU General Data Protection Regulation (GDPR) standards must be adhered to if there is the possibility that a European citizen may be caught in the company’s questionnaire net.

**Create a short list**

After creating a long list, more immediate issues like budgeting, platform preference, and scalability will require the company’s attention. For example, some EFM products are software products that require computer installation, while others are subscription and browser based for universal access so long as the user has internet and the correct authentication credentials. System compatibility for software integration is also important to avoid hiccups and performance bugs when implemented. Be sure to select packages specific to the business needs, as there will always be an option to upgrade and expand services to match the company’s growth, needs, and capabilities later.

**Conduct demos**

Demonstrating software capabilities is critically important for any large software purchase, as it is a major commitment to the business and the employee user experience. 

#### Selection of Enterprise Feedback Management Software

**Choose a selection team**

When performing demos, include the software users, their respective managers, IT professionals, legal department, data engineering or science or analysis teams, and product managers. They offer a unique perspective into how the software will interact with the company’s current data infrastructure, impact user experience, and have the creative implementation of the software not yet considered.

**Negotiation**

After selecting the company’s list of prospective software service providers and demonstrating the capabilities of each product of interest, negotiations are in order. Having two-three options helps determine which product gives the best bang for the buck. 

**Final decision**

The final decision should be made with the input of all involved teams, SMEs, and users. It is best to select the product that fits the business needs, as no perfect option is available. It is also possible to consider employing a pilot program for the software product’s adoption. If necessary, the company can perform the adoption in stages so teams can easily transition to using the software.

### **Enterprise Feedback Management Software Trends**

**Social media feedback**

Businesses are realizing that the quickest way to gather customer feedback is by engaging with customers on social media channels. Companies can do this by posting customer feedback surveys on their social media pages. Since customers spend a great deal of time on various social networks, businesses would do well to leverage those networks.

**Automation**

EM contains all of the features described and required to be in EFM. Over time, for EFM products to remain competitive, they will begin to adopt similar features and ultimately transition to the EM category. This automation includes artificial intelligence and closed-loop capabilities for products similar to EFM by automatically responding to customer inquiries.