The way Unwrap groups feedback, creating new groups based on previous changes, and the constant updating of the tool, which offers the latest AI features, is excellent. In addition, the Assistant and Dashboards are my favorite features. As someone who constantly works with data, analyzes it, creates reports, and exports feedback, I find these tools extremely useful and accurate!

At our company, we need to create weekly reports, check metrics, and track new problem spikes and overall sentiment. The way Unwrap does this makes the job much easier, makes the process easier to understand, and, as I always say, gives us a complete overview of the problem and overall sentiment.

The way the tool pulls everything from the stores (Apple and Google), Intercom, social media, and also Discord makes it very comprehensive. We are satisfied with how Unwrap handles reposts, and the AI ​​in the Assistant performs very strongly; we have never had any issues with the platform. The annual price is very good, and we had an amazing one-month trial period. The team support via Slack is also noteworthy; There is always someone available to help or to schedule a call to discuss potential problems, questions, or suggestions. Review collected by and hosted on G2.com.

I think the only major obstacle is the detail. The number of groups can sometimes be redundant in an attempt to cover a wider scope. This isn't necessarily bad, but we might face difficulties understanding everything, or having the same entry in different groups at the same time, and the groups being very similar, which can cause information overload. But the good news is that this is very manageable; just organize it and Unwrap will learn from it. Review collected by and hosted on G2.com.

Unwrap makes it incredibly easy to turn raw customer feedback into clear, actionable insights. The real-time alerts are a game changer. They help us catch issues early based on sentiment, not just volume. It also translates support data into a “common language” that Product, Ops, and leadership can quickly understand and act on. Review collected by and hosted on G2.com.

At first, Unwrap didn’t fully capture all the nuance in our members’ requests or how our data is structured. But with some initial tuning and iteration, we were able to significantly improve the accuracy, and it’s now very effective. Review collected by and hosted on G2.com.

I was honestly surprised by how quickly we were up and running with Unwrap. Even though the trial period was a month, we were getting actionable insights within the first week, and the value has only grown from there.

What really stands out is the combination of speed, quality, and usability. The insights are genuinely useful, not just surface-level summaries, and the product is intuitive enough that our team adopted it quickly without much lift.

On top of that, the team behind Unwrap has been a great partner throughout - responsive, thoughtful, and clearly invested in making the product better.

At this point, Unwrap has become a core part of how we run Voice of the Customer at scale. Review collected by and hosted on G2.com.

There are still a few data sources we’d love to see supported that aren’t available yet. That said, the current integrations cover the majority of our needs, and the team has been receptive to feedback on expanding this over time. Review collected by and hosted on G2.com.

Overall, love the features that exist but more than that I love how quickly the company is innovating and launching new features frequently, plus the suite of integrations available with other platforms is stellar. It really does just keep getting better, and not to mention the team at Unwrap is incredible and is some of the most responsive and proactive across our vendor teams. Review collected by and hosted on G2.com.

Truly nothing to dislike about Unwrap, I think there continues to be opportunities to mature the platform but it seems the team has a comprehensive roadmap and big plans. Review collected by and hosted on G2.com.

Everyone in the organization is a big fan, and they are all getting insights quickly. It's just a super easy product to use. The setup was really easy, and the team was super helpful with no technical lift needed on our end. Review collected by and hosted on G2.com.

I'd love to have a better Meta integration so we can get more information about what our customers are saying on Facebook for sites that we don't own. That would be a big win for us. Review collected by and hosted on G2.com.

Unwrap makes it simple to integrate your company’s data—from chat transcripts to voice recordings—so you can understand what’s driving customer frustration. The Unwrap assistant also makes it easy to ask questions about that data and come away with clearer, more actionable insights. Review collected by and hosted on G2.com.

When working with multiple data integrations, it can be difficult to tie some of the metadata together. It would be really useful if the platform offered an easier way to connect and reconcile that metadata. Review collected by and hosted on G2.com.

Customer success team, real time alerts. Engineering team builds what you ask them. AI assistant helpful. Review collected by and hosted on G2.com.

The tool does take work and playing with. This is a stronger pulled out view of your contact data and trends - does not necessarily give you the micro taxonomy related data driven results unless you invest the time into it. Review collected by and hosted on G2.com.

Unwrap is a powerful and user-friendly tool that allows businesses to analyze their customer comments in a meaningful way. I'd recommend this product to any company looking to get to the bottom of what's going on with a large data set of customer comments or similar data. On top of an excellent product, their staff is very approachable and willing to assist. They receive feedback on the product well and remain curious about how they can tailor it to your needs. Review collected by and hosted on G2.com.

Unwrap is a swiss-army knife of functions, but would love to see the development of some additional features, including being able to see what groups are prevalent within a certain group, more options to train the AI to zero in on certain comments (for example customers with unresolved issues vs. customers who state resolution was difficult), and better search functionality (including basic search options in addition to AI search). I also spend a good amount of time manually reviewing comments within groups and would love some opportunities to further train the AI to save time and energy. Review collected by and hosted on G2.com.

Summaries and groupings are surprisingly well done. More importantly the ability to adjust the groups and monitor for any trend changes is excellent.

The integrated AI Chatbot allows us to use our member interactions data in a completely different way when answering product or engineering team questions. Being able to ask human questions, dig deeper, and then get not only quantitative data but actual case examples is huge.

This has sped up our investigations and helped us focus time and effort on resolutions instead. Their team is very responsive and consistently looking to add additional value for us.

Unwrap has quickly become a necessary tool in our toolkit and a part of our primary processes as a team, and even more broadly as a company. Review collected by and hosted on G2.com.

Unwrap is still a fairly new company/product and needs more flushing out of use cases. For instance there is a jira integration but it is clunky and it could use more tighter integration with existing support and eng tools. Review collected by and hosted on G2.com.

I like that Unwrap is continuously improving their modeling, that they are listening to customers to drive new features, and that the people at Unwrap are always willing to dive into a challenge and help me get what I need.

The key benefit of Unwrap is continuously ingesting our customers' feedback, enabling us to see what they're truly talking about- we've found that some of our assumptions are off the mark because of Unwrap uncovering the issues in a novel way.

Unwrap is an easy way to see everything in one spot, or to deep dive into just support or just a specific data source. Review collected by and hosted on G2.com.

It would be great to put some of the modeling into the user hands- users are good enough at prompting now that it would be a game changer to allow power users and admins to get in and target modeling for topics without having to contact support. Review collected by and hosted on G2.com.