# Best Enterprise Feedback Management Software ## How Many Enterprise Feedback Management Software Products Does G2 Track? **Total Products under this Category:** 276 ### Category Stats (Jul 2026) - **Average Rating:** 4.5/5 The average rating of products in this category, based on all submitted ratings - **Top Trending Product:** Recollective (+0.69%) - Among all products in this category, Recollective recorded the largest rating increase compared to last month _Last updated: July 27, 2026_ ## How Does G2 Rank Enterprise Feedback Management Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 24,900+ Authentic Reviews - 276+ 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. ## G2 Grid® for Enterprise Feedback Management Software ![G2 Grid® for Enterprise Feedback Management Software plotting products by satisfaction and market presence](https://www.g2.com/categories/enterprise-feedback-management/grids.png?focus%5B%5D=5494&focus%5B%5D=57328&focus%5B%5D=15310&focus%5B%5D=23848&focus%5B%5D=18969&focus%5B%5D=73862&focus%5B%5D=61042&focus%5B%5D=19895) Highlighted products: Agentforce Service (formerly Salesforce Service Cloud), HubSpot Service Hub, AskNicely, Glassbox, Userback, ReputationStacker, Simplesat, and Chattermill. Underlying data: [Grid® JSON](https://www.g2.com/categories/enterprise-feedback-management/grids.json?focus%5B%5D=agentforce-service-formerly-salesforce-service-cloud&focus%5B%5D=hubspot-service-hub&focus%5B%5D=asknicely&focus%5B%5D=glassbox&focus%5B%5D=userback&focus%5B%5D=reputationstacker&focus%5B%5D=simplesat&focus%5B%5D=chattermill) **Sponsored** ### unitQ unitQ is the AI quality intelligence platform that unifies every customer signal into one system, connects it to your most critical business metrics, and tells every team exactly what to prioritize — before your KPIs move. Built on six purpose-built products in one platform, unitQ gives organizations everything they need to detect issues the moment they emerge, understand their business impact, benchmark quality against competitors, evaluate every support interaction, uncover qualitative insight at scale, and act on what customers are saying across social — all from a single source of truth. The result: product, engineering, CX, and leadership teams stop working from fragmented tools and different versions of customer reality — and start making faster, more confident decisions grounded in what customers are actually experiencing right now. The products millions of consumers love every day — including Pinterest, Adobe, PayPal, and Bumble — trust unitQ to close the gap between what customers experience and what companies know about it. Video: https://vimeo.com/1185696845/72c8d2dbbf?share=copy&fl=sv&fe=ci [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=paid_promo&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=32&secure%5Bchosen_at%5D=2026-07-28T07%3A10%3A14Z&secure%5Bmedium%5D=sponsored&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=134003&secure%5Bresource_id%5D=32&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fenterprise-feedback-management&secure%5Btoken%5D=8cede2f82ea75c26c289a1ac56f481ed60d9ce8dc4dcfeffd8eb18c064358099&secure%5Burl%5D=https%3A%2F%2Funitq.com%2Fproduct&secure%5Burl_type%5D=paid_promos) ### [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:** 6,971 #### 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 (579,511 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/3185/ (83,223 employees on LinkedIn®) #### Who Uses This Product? - **Who Uses This:** Salesforce Administrator, Salesforce Developer - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 42% Medium, 37% Large #### What Do G2 Reviewers Say About Agentforce Service (formerly Salesforce Service Cloud)? _AI-generated summary from verified user reviews_ ##### Pros - Users love the **ease of use** of Agentforce Service, appreciating the quick setup and helpful features. - Users appreciate the **user-friendly interface and effective reporting capabilities** of Agentforce Service, enhancing case management efficiency. - Users appreciate the **streamlined case management** of Agentforce Service, which makes organization and transfer between departments easy. - Users value the **efficiency** of Agentforce Service, enabling seamless setup and streamlined management of customer service tasks. - Users appreciate the **helpful guides and ease of setup** , enhancing their overall experience with Salesforce Service Cloud. ##### Cons - Users find the **complexity** of Agentforce Service can require extensive training and planning for effective use. - Users find the **learning curve steep** for new users, requiring considerable time and planning to fully utilize features. - Users find the **steep learning curve** of Agentforce Service challenging, especially for onboarding new team members. - Users find the **pricing and add-ons expensive** , requiring careful planning to manage license costs effectively. - Users find the **complex usability** of Agentforce Service challenging, particularly during setup and customization for advanced features. #### What Are Recent G2 Reviews of Agentforce Service (formerly Salesforce Service Cloud)? **["The Evolution of Service: Bridging the Gap Between Data and Action."](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12796220)** **Rating:** 4.0/5.0 stars _— Naampreet K._ [Read full review](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12796220) **["“Daily Use Review of Salesforce Service Cloud in Collections”"](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12938648)** **Rating:** 5.0/5.0 stars _— Arnold D._ [Read full review](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12938648) ### [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:** 2,820 #### 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://hubspot.com - **Year Founded:** 2006 - **HQ Location:** Cambridge, Massachusetts, United States - **Twitter:** @HubSpot (784,270 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/68529/ (12,158 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, 37% Medium #### What Do G2 Reviewers Say About HubSpot Service Hub? _AI-generated summary from verified user reviews_ ##### Pros - Users find HubSpot Service Hub to be **exceptionally easy to use** , streamlining communication and enhancing decision-making effortlessly. - Users value the **seamless integration** of HubSpot Service Hub, enhancing collaboration and insight access across channels. - Users value the **responsive customer support** of HubSpot Service Hub, enhancing their communication and decision-making efficiency. - Users love the **efficiency** of HubSpot Service Hub, which streamlines workflows and enhances productivity significantly. - Users value the **efficient ticketing system** in HubSpot Service Hub for managing customer interactions seamlessly. ##### Cons - Users find the **missing features** in HubSpot Service Hub limiting, especially as needs grow and scalability becomes costly. - Users find the **limited customization** of contacts and designs restrictive, impacting functionality and creative expression. - Users are frustrated by the **limited features** , particularly regarding customization and integration difficulties impacting productivity. - Users face a **lack of features** in HubSpot Service Hub, hindering collaboration and complicating the user experience. - Users find the **ticket management system cumbersome** , with limitations impacting efficiency and data handling. #### What Are Recent G2 Reviews of HubSpot Service Hub? **["HubSpot Service Hub has helped streamline our support operations significantly. ."](https://www.g2.com/survey_responses/hubspot-service-hub-review-11586632)** **Rating:** 4.0/5.0 stars _— Ashish P._ [Read full review](https://www.g2.com/survey_responses/hubspot-service-hub-review-11586632) **["Ticket management and centralized support with automations that enhance the experience"](https://www.g2.com/survey_responses/hubspot-service-hub-review-12873336)** **Rating:** 4.5/5.0 stars _— Lizeth M._ [Read full review](https://www.g2.com/survey_responses/hubspot-service-hub-review-12873336) ### [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 (1,803 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/10491772/ (278 employees on LinkedIn®) #### Who Uses This Product? - **Who Uses This:** Digital Analyst, Product Owner - **Top Industries:** Financial Services, Insurance - **Company Size:** 77% Large, 18% Medium #### What Do G2 Reviewers Say About Glassbox? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **ease of use** of Glassbox, enabling immediate access to insights for timely decision-making. - Users find the **session replay feature** invaluable for resolving customer issues and improving overall experience effectively. - Users value the **immediate insights** from Glassbox, enabling timely interventions and identification of revenue opportunities. - Users find the **visibility into customer interactions** with Glassbox invaluable for troubleshooting and enhancing user experience. - Users value Glassbox for its **exceptional customer understanding** , enabling effective troubleshooting and validation of customer information. ##### Cons - Users are frustrated by **session issues** , including split links, limited history access, and slow query responses. - Users find the **navigation icons unintuitive** , leading to confusion when navigating the Glassbox interface. - Users report **session management issues** such as slow loading times and frequent session expirations that hinder usability. - Users find the **learning curve steep** , requiring additional training and better documentation to effectively navigate Glassbox. - Users desire improved **customization options** in reporting and funnel creation within Glassbox for enhanced functionality. #### What Are Recent G2 Reviews of Glassbox? **["Essential for Identifying User Friction Points"](https://www.g2.com/survey_responses/glassbox-review-12699865)** **Rating:** 4.0/5.0 stars _— Basma K._ [Read full review](https://www.g2.com/survey_responses/glassbox-review-12699865) **["Glassbox:Transforms Digital Insights with Powerful Analytics and Seamless Session Replays"](https://www.g2.com/survey_responses/glassbox-review-11982027)** **Rating:** 5.0/5.0 stars _— ADITYA T._ [Read full review](https://www.g2.com/survey_responses/glassbox-review-11982027) ### [ReputationStacker](https://www.g2.com/products/reputationstacker/reviews) ReputationStacker’s reputation management software helps businesses get more reviews, rank higher in local search, and win more customers... automatically. It is a completely hands-off system designed to scale effortlessly, making it especially powerful for local businesses, multi-location brands, and healthcare organizations looking to boost reviews, improve customer experience, and dominate local search. • Automated Campaigns → Save Time & Drive Volume: Automatically triggers SMS and email review invitations, allowing you to focus on running your business while the system consistently drives new reviews on Google, Facebook, and other major platforms. • AI Review Replies & Sentiment Reports → Smart CX Management: Streamline your response workflow with intelligent AI review replies, while detailed sentiment reports turn qualitative feedback and NPS surveys into quantified, actionable data to resolve issues privately. • Multi-Location Control → Protect Brand Consistency: Centralizes review monitoring and customer experience tracking for thousands of locations in a single dashboard, ensuring a stellar online reputation across your entire brand footprint. • Granular Permissions → Delegate Safely: Uses a secure, four-tier user permission structure, allowing you to safely delegate local review management to staff, location managers, or franchise owners without losing control of your master account settings. • Workflow Integrations → Eliminate Manual Effort: Seamlessly connects with your CRM, POS, or practice management software to run in the background, automatically turning daily transactions into new review opportunities. By unifying automated review acquisition with powerful customer experience tools, ReputationStacker turns feedback into your strongest growth engine. Whether you are managing a single local storefront or coordinating thousands of franchise locations, the platform gives you the tools to listen to your customers, improve operational performance, and dominate local search. **Average Rating:** 4.9/5.0 **Total Reviews:** 75 #### How Do G2 Users Rate ReputationStacker? - **Ease of Use:** 9.8/10 (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? - **Who Uses This:** Marketing Director, Manager - **Top Industries:** Consumer Services, Health, Wellness and Fitness - **Company Size:** 51% Small, 33% Medium #### What Do G2 Reviewers Say About ReputationStacker? _AI-generated summary from verified user reviews_ ##### Pros - Users find ReputationStacker to be **very easy to use** , streamlining review collection with hassle-free setup and automation. - Users love the **ease of use** of ReputationStacker, simplifying review collection and boosting their customer ratings significantly. - Users love the **ease of online reputation management** with ReputationStacker, enjoying seamless setup and support for their locations. - Users value the **automation** of ReputationStacker, streamlining review requests and boosting their business's online presence effectively. - Users find the **easy setup** of ReputationStacker efficient, allowing seamless integration and effective automated review collection. ##### Cons - Users face **connection issues** during setup, but support helps ensure smooth operation afterward. - Users find the filtering options useful but note it can be **difficult to learn** due to complexity and lack of documentation. - Users find ReputationStacker to be **expensive** when exceeding text message limits, leading to higher costs than anticipated. - Users find **filtering issues** arise when combining multiple options, leading to confusion and a need for better documentation. - Users find the **filtering limitations** challenging, particularly when combining multiple options without adequate guidance or documentation. #### What Are Recent G2 Reviews of ReputationStacker? **["All Our Location Reviews in One Place—Easy Follow-Ups That Boost Ratings"](https://www.g2.com/survey_responses/reputationstacker-review-13166056)** **Rating:** 5.0/5.0 stars _— Raymond D._ [Read full review](https://www.g2.com/survey_responses/reputationstacker-review-13166056) **["Intuitive Setup Made Easy, with 10/10 Support"](https://www.g2.com/survey_responses/reputationstacker-review-13107894)** **Rating:** 5.0/5.0 stars _— Megan R._ [Read full review](https://www.g2.com/survey_responses/reputationstacker-review-13107894) ### [Chattermill](https://www.g2.com/products/chattermill/reviews) Chattermill is the AI-native customer experience intelligence (CXI) platform that unifies fragmented feedback and surfaces what to act on first. Built for the agentic era, it's used by CX, Voice of Customer (VoC), product, support, and insights teams at enterprise brands who need to turn scattered feedback into a clear next move, not another dashboard nobody opens. Chattermill connects to 100+ feedback channels, including surveys, reviews, support tickets, conversations, and social media. It translates and transcribes feedback in 100+ languages, enriches every signal with context (customer ID, channel, location), and classifies each piece of feedback with Lyra, Chattermill's proprietary AI model. Lyra combines aspect-based sentiment analysis, supervised learning, and large language models, so categorization stays consistent even at high volume. Once feedback is organized, teams get metrics tracking for NPS, CSAT, and sentiment, precision insights that point to specific issues and opportunities, AI summaries backed by real customer quotes, impact analysis that shows what's actually moving key metrics, and anomaly detection that flags spikes before they escalate. Reports and dashboards make it easy to share findings and keep every team working from the same picture. Chattermill also connects directly into AI agents through MCP and Skills, so teams can query verified customer intelligence from Claude, ChatGPT, or any MCP-compatible agent without leaving their workflow. Lyra Agent, Chattermill's natively-integrated CX agent, works in the background to surface high-impact insights on its own. Uber, HelloFresh, Booking.com, Tesco, JustEat, and H&M use Chattermill to understand their customers. Uber has 400+ users across CX, product, and operations. HelloFresh used it to launch 7 new brands built around what customers were asking for. Footasylum cut contacts per transaction by 42.8%. Chattermill is SOC 2 Type II and ISO 27001 certified, and compliant with GDPR and CCPA. G2 has recognized Chattermill as a Grid Leader and Momentum Leader in Feedback Analytics. **Average Rating:** 4.4/5.0 **Total Reviews:** 236 #### 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) - **Year Founded:** 2015 - **HQ Location:** London - **Twitter:** @ChattermillAI (460 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/9443815/ (76 employees on LinkedIn®) - **Ownership:** Private #### Who Uses This Product? - **Who Uses This:** Product Manager, Senior Product Manager - **Top Industries:** Retail, Financial Services - **Company Size:** 48% Medium, 45% Large #### What Do G2 Reviewers Say About Chattermill? _AI-generated summary from verified user reviews_ ##### Pros - Users find Chattermill's **ease of use** exceptional, enabling quick access to valuable insights without extensive training. - Users value the **real-time feedback management** of Chattermill, enhancing their ability to respond swiftly to customer reviews. - Users value the **clarity of customer insights** from Chattermill, enabling informed decisions and improved service strategies. - Users value the **actionable insights** generated by Chattermill, which greatly enhance service quality and decision-making. - Users appreciate the **cleanliness and organization of reviews** in Chattermill, enhancing the analysis of customer feedback. ##### Cons - Users find **insufficient information** in Chattermill, noting a steep learning curve and a need for better guidance. - Users find the **interface not intuitive** , making it challenging to access insights and create dashboards efficiently. - Users note that the **AI limitations** hinder insights and guidance, affecting the overall analytical experience. - Users experience **inaccuracy** issues with Chattermill's AI, leading to misclassifications and unreliable insights at times. - Users find the **complex usability** of Chattermill challenging, especially for occasional users and new adopters. #### What Are Recent G2 Reviews of Chattermill? **["Chattermill Turns Multilingual Customer Feedback into Actionable Product Insights"](https://www.g2.com/survey_responses/chattermill-review-12772265)** **Rating:** 4.5/5.0 stars _— Florent J._ [Read full review](https://www.g2.com/survey_responses/chattermill-review-12772265) **["Intuitive Feedback Analysis with Room for Deeper Insights"](https://www.g2.com/survey_responses/chattermill-review-10437099)** **Rating:** 4.0/5.0 stars _— Thomas Z._ [Read full review](https://www.g2.com/survey_responses/chattermill-review-10437099) ### [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:** 467 #### 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 (55,548 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/29352/ (35,081 employees on LinkedIn®) #### Who Uses This Product? - **Who Uses This:** Associate Consultant, Senior Software Engineer - **Top Industries:** Information Technology and Services, Telecommunications - **Company Size:** 45% Large, 29% Medium #### What Do G2 Reviewers Say About ServiceNow Customer Service Management? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **ease of use** of ServiceNow CSM, benefiting from streamlined automation and centralized workflows. - Users value the **seamless integration and automation** of ServiceNow CSM, enhancing customer lifecycle and improving issue resolution. - Users commend the **efficiency** of ServiceNow CSM, streamlining processes and expediting issue resolution significantly. - Users appreciate the **smooth workflow** of ServiceNow's Case Management features, enhancing efficiency and agent effectiveness. - Users value the **automation capabilities** of ServiceNow CSM, which significantly enhance issue resolution and team productivity. ##### Cons - Users find the **learning curve to be complicated** , requiring significant understanding for effective implementation and integration. - Users find the **steep learning curve** of ServiceNow Customer Service Management challenging, requiring skilled help and thorough training. - Users feel the **limited customization** restricts adaptability for project tracking and ticket email formatting clarity. - Users find the **complexity** of ServiceNow Customer Service Management challenging, requiring significant time for setup and understanding. - Users note a need for **interface improvements** to enhance self-service branding and data model flexibility in ServiceNow. #### What Are Recent G2 Reviews of ServiceNow Customer Service Management? **["Facilitate Problem Management with Detailed Ticketing"](https://www.g2.com/survey_responses/servicenow-customer-service-management-review-13023317)** **Rating:** 5.0/5.0 stars _— David C._ [Read full review](https://www.g2.com/survey_responses/servicenow-customer-service-management-review-13023317) **["ServiceNow CSM: Unified, AI-Powered Omnichannel Platform with Intuitive Case Management"](https://www.g2.com/survey_responses/servicenow-customer-service-management-review-13047596)** **Rating:** 4.0/5.0 stars _— Shubhangi G._ [Read full review](https://www.g2.com/survey_responses/servicenow-customer-service-management-review-13047596) ### [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:** 734 #### 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 (42,832 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/564709/ (1,876 employees on LinkedIn®) #### Who Uses This Product? - **Who Uses This:** UX Researcher, Product Designer - **Top Industries:** Computer Software, Financial Services - **Company Size:** 41% Large, 37% Medium #### What Do G2 Reviewers Say About UserTesting? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **ease of use** of UserTesting, enabling quick feedback and efficient testing processes. - Users appreciate the **valuable insights** from UserTesting, aiding in effective understanding of consumer sentiment and feedback. - Users appreciate the **time-saving feedback** from UserTesting, enabling swift decisions based on real user interactions. - Users value the **helpful and responsive customer support** of UserTesting, enhancing their testing experience significantly. - Users value the **insightful feedback features** of UserTesting, enhancing their understanding of consumer sentiment effectively. ##### Cons - Users experience **testing difficulties** due to limited question logic, participant quality, and technical issues impacting effectiveness. - Users note the **missing features** in UserTesting, particularly regarding text formatting and survey navigation, affecting usability. - Users report **survey issues** including long response times, participant quality concerns, and challenges in sharing findings. - Users criticize UserTesting for being **expensive** , especially given the inconsistent quality of participants and support issues. - Users find that the **limited functionality** of UserTesting, including inconsistent features and analysis, hampers their overall experience. #### What Are Recent G2 Reviews of UserTesting? **["Quick Access to Real Users with an Intuitive Dashboard and Rich Video Insights"](https://www.g2.com/survey_responses/usertesting-review-12946786)** **Rating:** 4.5/5.0 stars _— Luciana S._ [Read full review](https://www.g2.com/survey_responses/usertesting-review-12946786) **["UserTesting Makes Gathering Genuine Feedback Fast and Simple"](https://www.g2.com/survey_responses/usertesting-review-12927269)** **Rating:** 4.5/5.0 stars _— Sambit Kumar B._ [Read full review](https://www.g2.com/survey_responses/usertesting-review-12927269) ### [Aha!](https://www.g2.com/products/aha/reviews) Aha! is the world's #1 product management 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 with AI. 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, Elle (the 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:** 357 #### 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:** 8.9/10 (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 (22,142 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/3110591/ (143 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% Medium, 31% Large #### What Do G2 Reviewers Say About Aha!? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **exceptional customer support** of Aha! during implementation and trial phases, greatly enhancing their experience. - Users appreciate the **ease of use** of Aha!, enjoying its intuitive design and seamless integration for project management. - Users appreciate the **clear presentation of features and intuitive management** , enhancing their product development process seamlessly. - Users value the **excellent integrations** with Azure DevOps, enhancing their workflow and overall productivity with Aha! - Users value the **customization options** in Aha!, allowing seamless integration and adaptation to specific workflows and needs. ##### Cons - Users face a **steep learning curve** with Aha!, as finding settings can be time-consuming and unintuitive. - Users find Aha! offers **limited features** that are often overshadowed by more specialized tools like Asana and Miro. - Users find Aha! lacking in **key features** , which hampers collaboration and necessitates reliance on other tools. - Users face **difficult navigation** issues with Aha!, struggling to locate settings and understand different workspaces. - Users find the **learning difficulty** to navigate Aha! challenging, requiring time to become familiar with its features. #### What Are Recent G2 Reviews of Aha!? **["Powerful Collaboration Platform with AI, Custom Workflows, and Easy Roadmapping"](https://www.g2.com/survey_responses/aha-review-12769863)** **Rating:** 4.5/5.0 stars _— Konjengbam M._ [Read full review](https://www.g2.com/survey_responses/aha-review-12769863) **["Powerful feedback platform with great integrations and excellent customer support"](https://www.g2.com/survey_responses/aha-review-12876138)** **Rating:** 5.0/5.0 stars _— Verified User in Computer Software_ [Read full review](https://www.g2.com/survey_responses/aha-review-12876138) - ‹ Prev‹ Prev - 1 - [2](/categories/enterprise-feedback-management?order=g2_score&page=2#product-list) - [3](/categories/enterprise-feedback-management?order=g2_score&page=3#product-list) - [4](/categories/enterprise-feedback-management?order=g2_score&page=4#product-list) - [5](/categories/enterprise-feedback-management?order=g2_score&page=5#product-list) - … - [18](/categories/enterprise-feedback-management?order=g2_score&page=18#product-list) - [19](/categories/enterprise-feedback-management?order=g2_score&page=19#product-list) - [Next ›Next ›](/categories/enterprise-feedback-management?order=g2_score&page=2#product-list) Spotlight Categories [Accounts Receivable Software](https://www.g2.com/categories/accounts-receivable) [Data Observability Software](https://www.g2.com/categories/data-observability) [ETL Tools](https://www.g2.com/categories/etl-tools) [Affiliate Marketing Software](https://www.g2.com/categories/affiliate-marketing) [Integration Platform as a Service (iPaaS) Solutions](https://www.g2.com/categories/ipaas) Similar Categories - [Help Desk](/categories/help-desk) - [Live Chat](/categories/live-chat) - [Customer Self-Service](/categories/customer-self-service) - [Social Customer Service](/categories/social-customer-service) - [Appointment Reminder](/categories/appointment-reminder) - [Call & Contact Center](/categories/call-contact-center) - [Client Onboarding](/categories/client-onboarding) - [Co-Browsing](/categories/co-browsing) - [Complaint Management](/categories/complaint-management) - [Contact Center Outsourcing Services](/categories/contact-center-outsourcing-services) - [Contact Center Payments](/categories/contact-center-payments) - [Conversational Support](/categories/conversational-support) - [Customer Communications Management](/categories/customer-communications-management) - [Customer Education](/categories/customer-education) - [Customer Service Automation](/categories/customer-service-automation) [Browse Enterprise Feedback Management Themes](/categories/enterprise-feedback-management/themes) ![Jeffrey Lin](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jeffrey Lin") JL Researched and written by [Jeffrey Lin](https://research.g2.com/insights/author/jeffrey-lin) Updated October 3, 2024 Enterprise feedback management (EFM) software allows companies to solicit and manage feedback and data from their customers in a centralized location. EFM software transforms customer feedback (e.g., surveys) into actionable information and enables the distribution of that information throughout an organization. Companies can use EFM systems to gather data on customers, employees, and market research. These tools are often designed for use by multiple parties in an organization who have varying roles and permissions, and are often integrated with [CRM software](https://www.g2.com/categories/crm). While EFM software can have significant overlap with [survey software](https://www.g2.com/categories/survey) and [experience management software](https://www.g2.com/categories/experience-management), the three categories are mutually exclusive. Compared to products in the Survey category, EFM products are more specific to business use cases and provide relevant features like Net Promoter Score (NPS) calculation and integrations with CRM software. They also provide more built-in analysis tools, triggers, and post-feedback actions compared to survey products. Meanwhile, products in the Experience Management category build on the core functionality of EFM by adding features that allow businesses to execute closed-loop actions based on received feedback. Please note: Based on the stacking nature of these groups of products, the Experience Management, Enterprise Feedback Management, and Survey categories are mutually exclusive to provide clarity to the exact feature sets provided by each type of software solution. To qualify for inclusion in the Enterprise Feedback Management category, a product must: - Provide all the features of a Survey solution - Enable organizations to solicit feedback from customers or stakeholders - Trigger alerts from collected feedback to send users regular feedback - Assign differing permissions to each employee or department to access specific customer information - Facilitate the distribution and analysis of data Top Tools at a Glance | | Omnichannel feedback capture inside Salesforce customer records | User Review "The Evolution of Service: Bridging the Gap Between Data and Action." | | | CRM-native feedback surveys with lifecycle-triggered automation | User Review "Ticket management and centralized support with automations that enhance the experience" | | | Tagless behavioral-session feedback and struggle analytics | User Review "Essential for Identifying User Friction Points" | | | Multi-location review generation with centralized feedback analytics | User Review "All Our Location Reviews in One Place—Easy Follow-Ups That Boost Ratings" | | | Post-ticket CSAT collection with PSA integration | User Review "Simplesat: Easy, Efficient, with Resilient Support" | | | NPS/CSAT closed-loop feedback with multi-channel survey triggering | User Review "Delighted is amazing." | | | Visual website feedback with contextual bug-pinning | User Review "Intuitive UI, Easy Bug Tracking, and Supportive Bugherd Team" | * * * Show More * * * ## 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.