I think they do the basic things very well, but above all it's their willingness as partners to help ideate, integrate, and take on ad-hoc requests with customer priorities front and center. For example, any time I've asked for a custom export, their team has always been willing to help provide it and problem-solve alongside us.
Their dashboard is very powerful but surprisingly easy to pick up, and the pace at which they ship improvements is genuinely impressive. One example being their 'AI Insights' feature: a few months ago this did not exist, but it quickly went from prototype to a very workable feature in a short span. I now use it for weekly insights or quantifying specific customer concerns.
Lastly, it's always exciting to see what they're building next and how they continue to empower CX teams and push the space forward! Review collected by and hosted on G2.com.
The main challenge is that because we have other channels living in our traditional helpdesk, our Applied Labs data sits separately, which means getting a fully unified view requires pulling from multiple places. It's less about the product and more about running multiple tools in parallel. That said, their team has been proactive in working with us to find solutions. Review collected by and hosted on G2.com.