# Best Enterprise Feedback Management Software for Small Business *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, small business features, pricing, setup, and installation differ from businesses of other sizes, which is why we match buyers to the right Small 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 Small Business Enterprise Feedback Management category. In addition to qualifying for inclusion in the Enterprise Feedback Management Software category, to qualify for inclusion in the Small Business Enterprise Feedback Management Software category, a product must have at least 10 reviews left by a reviewer from a small 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. --- **Sponsored** ### Canny 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 [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=32&secure%5Bdisplayable_resource_id%5D=32&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=page_category&secure%5Bplacement_resource_ids%5D%5B%5D=32&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=38122&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=352aaf3d76bd6d19ab5df08aa257d4e135b1598ce2b4f537c0d13e89c8ccd4da&secure%5Burl%5D=https%3A%2F%2Fcanny.io%2Fregister%3Futm_campaign%3Dg2-cpc-sponsored-placement%26utm_medium%3Dcpc%26utm_source%3Dg2&secure%5Burl_type%5D=free_trial) --- ## What Are the Top-Rated Enterprise Feedback Management Software Products in 2026? ### 1. [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) ### 2. [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) ### 3. [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) ### 4. [SmileBack](https://www.g2.com/products/smileback/reviews) SmileBack enables helpdesks and IT support professionals to gather abundant, actionable feedback. With a 42% average survey reply rate, businesses get powerful insights that attract and retain customers. Founded by helpdesk professionals for helpdesk professionals, SmileBack are the feedback specialists. **Average Rating:** 4.8/5.0 **Total Reviews:** 33 **How Do G2 Users Rate SmileBack?** - **Ease of Use:** 9.8/10 (Category avg: 9.1/10) - **Brand Design Consistency:** 9.5/10 (Category avg: 9.0/10) - **Feedback Collection:** 9.8/10 (Category avg: 9.2/10) - **Feedback Aggregation:** 9.5/10 (Category avg: 8.9/10) **Who Is the Company Behind SmileBack?** - **Seller:** [ConnectWise](https://www.g2.com/sellers/connectwise) - **Year Founded:** 1982 - **HQ Location:** Tampa, FL - **Twitter:** @ConnectWise (14,935 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/48576/ (3,388 employees on LinkedIn®) - **Phone:** 800-671-6898 **Who Uses This Product?** - **Top Industries:** Information Technology and Services - **Company Size:** 77% Small-Business, 23% Mid-Market #### What Are SmileBack's Pros and Cons? **Pros:** - Easy Setup (2 reviews) - Automation (1 reviews) - Feedback (1 reviews) - Implementation Ease (1 reviews) - Integrations (1 reviews) **Cons:** - Limited Reporting (1 reviews) - Survey Issues (1 reviews) ### 5. [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 ### 6. [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) ### 7. [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) ### 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. [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) ### 10. [Frill](https://www.g2.com/products/frill/reviews) Customer feedback, Roadmap & Announcements wrapped into one affordable product. **Average Rating:** 4.9/5.0 **Total Reviews:** 24 **How Do G2 Users Rate Frill?** - **Ease of Use:** 9.8/10 (Category avg: 9.1/10) - **Brand Design Consistency:** 9.8/10 (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 Frill?** - **Seller:** [Frill](https://www.g2.com/sellers/frill) - **HQ Location:** United Kingdom - **Twitter:** @frill (127 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/frill (14 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Marketing and Advertising - **Company Size:** 100% Small-Business ### 11. [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) ### 12. [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) ### 13. [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) ### 14. [Qualaroo](https://www.g2.com/products/qualaroo/reviews) Qualaroo is an automated research platform designed to help digital product teams collect valuable insights from their users at scale in the quickest and most seamless way possible. Qualaroo relieves teams of the burdens that comes with user research. From your mobile app to web app, you can deploy Qualaroo’s trademark nudge and use features like advanced targeting, dynamic insight reporting, sentiment analysis and more. Leading brands like Zillow, Lenovo, Twilio, TripAdvisor trust Qualaroo to capture qualitative feedback that drives real business results. **Average Rating:** 4.3/5.0 **Total Reviews:** 46 **How Do G2 Users Rate Qualaroo?** - **Ease of Use:** 8.4/10 (Category avg: 9.1/10) - **Brand Design Consistency:** 9.4/10 (Category avg: 9.0/10) - **Feedback Collection:** 9.1/10 (Category avg: 9.2/10) - **Feedback Aggregation:** 9.4/10 (Category avg: 8.9/10) **Who Is the Company Behind Qualaroo?** - **Seller:** [Qualaroo](https://www.g2.com/sellers/qualaroo) - **Year Founded:** 2012 - **HQ Location:** San Antonio, TX - **Twitter:** @Qualaroo (36,923 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/qualaroo (1 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Marketing and Advertising, Information Technology and Services - **Company Size:** 46% Mid-Market, 42% Small-Business #### What Are Qualaroo's Pros and Cons? **Pros:** - Customer Insights (1 reviews) - Features (1 reviews) - Feedback (1 reviews) - Feedback Quality (1 reviews) - Survey Creation (1 reviews) ### 15. [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) ### 16. [GatherUp](https://www.g2.com/products/gatherup/reviews) GatherUp is the reputation management platform for multi-location businesses and agencies. We turn the customer voice into customer loyalty. GatherUp is one platform that scales all aspects of your reputation management from listening to customers to understanding them to engaging with them so you can improve the customer experience across multiple businesses. We help you gather customer feedback and insights that improve your reputation/business so you can: 1) Improve the customer experience 2) Attract new customers 3) Retain existing customers And we're automated and organized in a way so you can do this at scale – across multiple locations or businesses. Gather customer feedback from first party to third party reviews to NPS scores and surveys - Review and Feedback Generation and Monitoring - Automation & Integrations Analyze customer feedback for actionable insights - Sentiment Analysis - AI-assisted Smart Insights - Organize and manage reviews based on topic, theme or keywords Leverage insights to engage and retain customers - SMS Marketing Campaigns - Review Replies (AI-generated replies using Smart Reply) - Website Review Widget to display reviews overall, or by location, theme/topic - Social Sharing of Reviews Founded in 2013 by local search marketers and acquired by Traject in 2019, GatherUp is fueled by a remote workforce of customer-centric people with headquarters in Washington state. **Average Rating:** 4.5/5.0 **Total Reviews:** 42 **How Do G2 Users Rate GatherUp?** - **Ease of Use:** 9.0/10 (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 GatherUp?** - **Seller:** [GatherUp](https://www.g2.com/sellers/gatherup) - **Year Founded:** 2013 - **HQ Location:** Walnut Creek, CA - **Twitter:** @GatherUp (1,855 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/gatherup/ (21 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Marketing and Advertising - **Company Size:** 73% Small-Business, 18% Mid-Market #### What Are GatherUp's Pros and Cons? **Pros:** - Communication (2 reviews) - Customer Support (2 reviews) - Automation (1 reviews) - Centralized Management (1 reviews) - Customization (1 reviews) ### 17. [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) ### 18. [Ybug](https://www.g2.com/products/ybug/reviews) Ybug simplifies receiving visual feedback and bug reports from your website users or testers. Provide your users/testers with a Feedback Widget or Browser extension and allow them to send feedback along with annotated screenshots. Ybug automatically captures some browser environment info, javascript console and other metadata. Do you already use a project management tool, team chat or customer support service? No problem! Ybug integrates with many 3rd party apps such as Asana, Basecamp, GitHub, GitLab, Teamwork Projects and many more. **Average Rating:** 4.8/5.0 **Total Reviews:** 29 **How Do G2 Users Rate Ybug?** - **Ease of Use:** 9.9/10 (Category avg: 9.1/10) **Who Is the Company Behind Ybug?** - **Seller:** [Ybug](https://www.g2.com/sellers/ybug) - **HQ Location:** N/A - **Twitter:** @ybug (5 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/No-Linkedin-Presence-Added-Intentionally-By-DataOps (1 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Computer Software - **Company Size:** 79% Small-Business, 14% Mid-Market #### What Are Ybug's Pros and Cons? **Pros:** - Ease of Use (6 reviews) - Customer Support (5 reviews) - Features (4 reviews) - Flexibility (4 reviews) - Integrations (4 reviews) **Cons:** - Missing Features (1 reviews) - Overwhelming Features (1 reviews) ### 19. [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 ### 20. [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) ### 21. [CallidusCloud Clicktools](https://www.g2.com/products/calliduscloud-clicktools/reviews) SAP Clicktools enables business to drive sales and refine service though automated and actionable customer data. Utilizing deep out-of-the-box integration, Clicktools Enterprise Feedback Management allows business users to capture rich customer sentiment, refine centralized 360 account data, and engage customers with automated workflows to improve sales, refine service, identify new opportunities, and more... Clicktools and Salesforce seamlessly integrate, enabling organizations to automate and centralize VoC initiatives: • CAPTURE customer insight through surveys, scripts, conditional questioning, and forms. • REFINE service and CRM data with contextual customer sentiment. • ENGAGE customers with deep insights automatically to drive loyalty and improve lifetime value. **Average Rating:** 4.3/5.0 **Total Reviews:** 65 **How Do G2 Users Rate CallidusCloud Clicktools?** - **Ease of Use:** 8.4/10 (Category avg: 9.1/10) - **Brand Design Consistency:** 8.3/10 (Category avg: 9.0/10) - **Feedback Collection:** 9.6/10 (Category avg: 9.2/10) - **Feedback Aggregation:** 9.4/10 (Category avg: 8.9/10) **Who Is the Company Behind CallidusCloud Clicktools?** - **Seller:** [SAP](https://www.g2.com/sellers/sap) - **Year Founded:** 1972 - **HQ Location:** Walldorf - **Twitter:** @SAP (297,228 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/sap/ (141,341 employees on LinkedIn®) - **Ownership:** NYSE:SAP **Who Uses This Product?** - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 48% Enterprise, 39% Mid-Market ### 22. [SatisMeter](https://www.g2.com/products/satismeter/reviews) SatisMeter is a powerful customer feedback tool that helps you keep an eye on customer satisfaction, monitor your product performance, and answer all the questions standing between you and business growth. Utilize different survey templates (NPS, CSAT, CES) to measure satisfaction across multiple touchpoints within the customer journey, or create customized micro surveys to adjust pricing, look at product-market fit, and more. Easily create a survey, set up an event trigger, or target the audience based on their attributes. Then, set a recurring schedule, and review your feedback. Send out surveys from just about anywhere (public website, web app, email, public link, mobile SDK). And achieve anything with your feedback through a range of integrations (Intercom, Slack, Zapier, API, and more). Save time by installing via one-click Segment integration, downloading premade HTML email templates, and running surveys that can automatically switch to a user's language. Unlike many other products on the market, SatisMeter's pricing is based on your success—the number of responses rather than survey displays. SatisMeter plans are feature all-inclusive with unlimited projects, users, and surveys. Best of all, top-tier support services and easy setup make it a favorite of the world's most customer-oriented SaaS companies. So don’t wait—start collecting better customer feedback today. **Average Rating:** 4.7/5.0 **Total Reviews:** 36 **How Do G2 Users Rate SatisMeter?** - **Ease of Use:** 9.7/10 (Category avg: 9.1/10) - **Brand Design Consistency:** 7.4/10 (Category avg: 9.0/10) - **Feedback Collection:** 9.1/10 (Category avg: 9.2/10) - **Feedback Aggregation:** 7.9/10 (Category avg: 8.9/10) **Who Is the Company Behind SatisMeter?** - **Seller:** [SatisMeter](https://www.g2.com/sellers/satismeter) - **Year Founded:** 2014 - **HQ Location:** Prague, Czech Republic - **Twitter:** @satismeter (640 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/9349139/ (3 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 69% Small-Business, 28% Mid-Market #### What Are SatisMeter's Pros and Cons? **Pros:** - Ease (1 reviews) - Ease of Use (1 reviews) **Cons:** - Exporting Issues (1 reviews) - Poor Customer Support (1 reviews) - Survey Issues (1 reviews) ### 23. [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) ### 24. [Swell](https://www.g2.com/products/socialswell-inc-swell/reviews) Swell automatically gathers private and public feedback from patients and employees. With better feedback, practices can boost their online reputations, enhance the patient experience, and improve employee satisfaction. **Average Rating:** 4.5/5.0 **Total Reviews:** 341 **How Do G2 Users Rate Swell?** - **Ease of Use:** 9.0/10 (Category avg: 9.1/10) - **Brand Design Consistency:** 9.3/10 (Category avg: 9.0/10) - **Feedback Collection:** 8.8/10 (Category avg: 9.2/10) - **Feedback Aggregation:** 8.6/10 (Category avg: 8.9/10) **Who Is the Company Behind Swell?** - **Seller:** [SocialSwell](https://www.g2.com/sellers/socialswell) - **Year Founded:** 2016 - **HQ Location:** Salt Lake City, Utah - **Twitter:** @Swell_Reviews (2 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/17937029/ (40 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Office Manager, Owner - **Top Industries:** Hospital & Health Care, Health, Wellness and Fitness - **Company Size:** 87% Small-Business, 12% Mid-Market ### 25. [Listen360](https://www.g2.com/products/listen360/reviews) Listen360 is a powerful, NPS-based customer engagement and local marketing platform for businesses that understand customer feedback is key to creating loyalty, making smart decisions and growing their operation. Listen360 enables businesses to engage customers, take necessary action to improve deficiencies, and transform delighted customers into brand advocates via social media, online review sites, and seller ratings. We help businesses around the world build better customer relationships. **Average Rating:** 4.5/5.0 **Total Reviews:** 44 **How Do G2 Users Rate Listen360?** - **Ease of Use:** 9.4/10 (Category avg: 9.1/10) - **Brand Design Consistency:** 9.1/10 (Category avg: 9.0/10) - **Feedback Collection:** 9.3/10 (Category avg: 9.2/10) - **Feedback Aggregation:** 9.0/10 (Category avg: 8.9/10) **Who Is the Company Behind Listen360?** - **Seller:** [EverPro](https://www.g2.com/sellers/everpro) - **Year Founded:** 2016 - **HQ Location:** Denver, US - **LinkedIn® Page:** https://www.linkedin.com/company/evercommerce/ (1,751 employees on LinkedIn®) - **Ownership:** NASDAQ: EVCM **Who Uses This Product?** - **Top Industries:** Consumer Services, Health, Wellness and Fitness - **Company Size:** 46% Mid-Market, 39% Small-Business #### What Are Listen360's Pros and Cons? **Pros:** - Customer Support (1 reviews) - Data Management (1 reviews) - Efficiency Improvement (1 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.