BM

Brian M.

VP, Membership Services

Mid-Market (51-1000 emp.)

4/1/2026

"Flexible Reporting, Smart Notifications, and a Fast-Responding Team"

4.5/5

What do you like best about Unwrap.ai?

The flexibility of the reporting and notifications and the speed with which the team incorporates feedback Review collected by and hosted on G2.com.

What do you dislike about Unwrap.ai?

Some of the categorizations still need refinement Review collected by and hosted on G2.com.

AT

Verified User in Telecommunications

Mid-Market (51-1000 emp.)

8/27/2025

"Getting Unwrap data has saved dozens of hours of time and has been very beneficial to my company."

4.5/5

What do you like best about Unwrap.ai?

The time savings to get insights. Within a few clicks I can see what our customers' biggest bugs are. Review collected by and hosted on G2.com.

What do you dislike about Unwrap.ai?

A decent amount of effort to update the taxonomy Review collected by and hosted on G2.com.

KW

Kensley W.

Director, Product Operations

Mid-Market (51-1000 emp.)

6/27/2024

"Unwrap has reinvented the way we review, use, and implement customer feedback."

4.5/5

What do you like best about Unwrap.ai?

Unwrap takes the guessing game out of understanding customer feedback and the areas of critical need. It allows us to use data to make decisions about our roadmap and where we can have the most customer impact. It also helps us track how the work we are doing is positively or negatively impacting our customers in order to best support them.

We were able to seamlessly integrate with all of our core systems and tools to bring the data and information into one place.

Finally, the Unwrap team is amazing! They have been with us every step of the way and are willing to jump in to support quickly. They are also quickly innovating on the product to incorporate our feedback quickly. Review collected by and hosted on G2.com.

What do you dislike about Unwrap.ai?

There is not much I dislike about Unwrap, but they are a newer and growing product, so there are definitely areas of enhancements and improvements available, but the team is always quick to respond and work to incorporate that feedback in new functionality, features, and enhancements. Review collected by and hosted on G2.com.

What problems is Unwrap.ai solving and how is that benefiting you?

Unwrap provides us with a clear way to make data-driven decisions when it comes to our product roadmap, bug prioritization, and general understanding of the product. Previously, we relied on more qualitative feedback from our customer-facing teams, which is valuable, but can be skewed toward the needs of only a few customers as opposed to our entire customer base. It is also helping us understand areas of opportunity for trainings and documentation. By being able to see all the different feedback in one place, we can quickly understand the areas of our product where enhancements or opportunities will have the biggest impact to our customers, ultimately leading to higher customer satisfaction and retention. Review collected by and hosted on G2.com.

JK

Jacob K.

Quality Assurance Lead

Mid-Market (51-1000 emp.)

6/13/2024

"Solid customer feedback aggregation tool for agile teams"

5/5

What do you like best about Unwrap.ai?

We have stuggled as business to find the correct tool to being together reviews and customer feedback from multiple platforms while also simplifying the input process for our customer facing teams. Using Unwrap's AI platform has allowed us to gather the feedback easily and anyalyze free form input (email text, voice, etc) without the need to build cumbersome forms that have typically slowed down and de-personalized the interaction our customers have with our support teams. Review collected by and hosted on G2.com.

What do you dislike about Unwrap.ai?

While Unwrap does a good job grouping similar feedback threads on its own, it can struggle to correctly group feedback that is searched for by an end user using a custom search. This can be come a problem when trying to understand the frequency of feedback around a specific product attribute. When creating custom searches, constant manual interaction with the tool is required to maintain data integrity. Visualization tools are under-developed as well meaning data collected through Unwrap is better viewed through a true visualization software such as Tableau or PowerBi. Review collected by and hosted on G2.com.

What problems is Unwrap.ai solving and how is that benefiting you?

My role has me review product defect complaints. We've struggled to get our customer facing teams commit to using forms to help us analyze defect trends prior to using Unwrap. With Unwrap, we've been able to redcue the amount of questions required in a form and allow AI to review the ticket in its interity to identify the defect. Whereas before, we were performing a lot of manual searched to understand the occurance rate of defects, we can now use data collected in Unwrap to estimate occurnace rate. This reduces our investigation phase of defect analysis by about 80%. Review collected by and hosted on G2.com.

JN

Jens N.

Business Intelligence Manager, Member Experience Team

Mid-Market (51-1000 emp.)

6/13/2024

"Unwrap is a force-multiplier that saves time. My team loves it and so will you!"

5/5

What do you like best about Unwrap.ai?

I am the BI Manger for the Member Experience team at Oura. The UI experience for Unwrap is unparalleled. Even someone with no prior experience can master the platform within half an hour. This intuitive design has led to higher adoption rates in our organization compared to previous tools, with a much higher frequency of visits per user. Their excellent customer service and commitment to continuous improvement are evident. When we request changes or suggest improvements, their team is always eager to respond. The tools are highly customizable, and the AI model training is among the most intuitive, allowing companies to address specific nuances relevant to their needs. In addition, the tool took about 2 weeks to integrate, which was fantastic. Review collected by and hosted on G2.com.

What do you dislike about Unwrap.ai?

Unwrap has been focusing on developing their suite of visualization tools, which is currently the least developed aspect of their technology. However, the AI model meets our primary need by accurately detecting and alerting our team to trends and historical issues while offering high customization and transparency. Although charts are not yet a strong point, I am excited about the planned improvements. The AI model remains the key feature that saves me time. Review collected by and hosted on G2.com.

What problems is Unwrap.ai solving and how is that benefiting you?

My team was previously reading thousands of tickets in our early days to try to understand and capture themes and customer feedback. Unwrap is able to take a wide number of data source integrations from different platforms and neatly consolidate that all in one place. Unwrap removes the bottleneck of surfacing customer insights quickly to the teams that need it and democratize access to our customer feedback data beyond our member experience team. Review collected by and hosted on G2.com.

AK

Allen K.

Senior Product Lead

Enterprise (> 1000 emp.)

6/13/2024

"Unwrap solves a key problem for software companies by aggregating firehose of customer feedback"

5/5

What do you like best about Unwrap.ai?

Ability to aggregate various customer feedback sources and provide intelligence layer on top to identify key trends and patterns that the product teams can take action on based on popularity and volume of feedback Review collected by and hosted on G2.com.

What do you dislike about Unwrap.ai?

Enterprise grade features such as single sign on, add groups of users based on company org, send digest emails to differeng departments, etc. Review collected by and hosted on G2.com.

What problems is Unwrap.ai solving and how is that benefiting you?

In the past, Procore did not have any way to ingest tens of thousands of support tickets we receive in an aggregated manner that prioritizes actional insights that product teams can analyze. We previously had volumes of tickets assigned to various product areas, but we did not have any visibility in specific issues. Unwrap solved that problem for us by leveraging LLM to summarize support chats, sales calls, and win/loss reports, voice of customer feedback in a single source of truth so that product team can take action holistically that matters most. Review collected by and hosted on G2.com.

KS

Kristie S.

Sr. Manager, Quality and NPS

Enterprise (> 1000 emp.)

7/23/2024

"Unwrap is a game changer"

5/5

What do you like best about Unwrap.ai?

The Unwrap.ai platform is incredibly intuitive and flexible--not to mention the Unwap.ai team is so helpful and hands-on, giving us creative and efficient consultation along our entire journey with them! Unwrap.ai has helped my business sort through hundreds of thousands of customer survey comments (and more) to give help to customers who need it, strengthen our workforce through coaching, and inform a targeted business strategy. With so many strengths they excel in compared to the rest of the software industry, it's hard to pick one best thing! Review collected by and hosted on G2.com.

What do you dislike about Unwrap.ai?

I wish I could use Unwrap.ai for even more! For example, I would love to see them scale their AI product to assist with quality auditing (custom questions, scoring, etc.) in particular. Would love to use them as our single AI platform for even more facets of our business. Review collected by and hosted on G2.com.

What problems is Unwrap.ai solving and how is that benefiting you?

Unwrap.ai has helped my business sort through hundreds of thousands of customer survey comments (and more) to give help to customers who need it, strengthen our workforce through coaching, and inform a targeted business strategy. We have a stronger customer and employee experience thanks to the platform! Review collected by and hosted on G2.com.

AM

Verified User in Music

Mid-Market (51-1000 emp.)

6/13/2024

"Love our Unwrap.AI experience!"

5/5

What do you like best about Unwrap.ai?

Working with the Unwrap.AI team is excellent! They are very accommodating, helpful, and always ready to go the extra mile. Integrating their product into our processes was seamless and easy to incorporate into our day-to-day workflow. Their U.I. is intuitive and visually appealing, making the entire experience smooth and enjoyable. Overall, Unwrap.AI is a fantastic tool driven by a dedicated team that genuinely cares about its users—highly recommended! Review collected by and hosted on G2.com.

What do you dislike about Unwrap.ai?

While the platform is impressive, there's room for improvements regarding integrations. Allowing us to toggle and adjust them could further elevate the user experience. Review collected by and hosted on G2.com.

YG

Yuri G.

Lead Product Manager

Small-Business (50 or fewer emp.)

1/11/2023

"Want to cut through the noise and get to actionable insights faster? Use Unwrap"

5/5

What do you like best about Unwrap.ai?

Unwrap significantly cuts down on time to get meaningful customer insights. Previously, my team struggled with prioritizing bugs because we couldn't figure out how many people it affected. The support team could share anecdotes, but that wouldn't scale. Because we already had support channels with customers, we leveraged them with Unwrap's technology to surface trends and categorize feedback to pinpoint persistent issues and prioritize valuable eng time against them. In summary, this is what I enjoy best about Unwrap and its team:

1. The monthly reports that synthesize trends are an excellent summary that you can share with executives and look like a rock star.

2. The team responds well to feedback and suggestions. Because they're small and agile, they're likely to implement your idea if promising.

3. The rapid improvements the team makes to make the experience better. A recent change enabled users to annotate changes against feedback trends to track the team's progress in addressing an issue. Review collected by and hosted on G2.com.

What do you dislike about Unwrap.ai?

There is a manual effort to assign feedback comments to a cluster or theme, which can be cumbersome. The team should figure out a workflow to automate this effort, or they can suggest a cluster or theme a comment belongs to. Review collected by and hosted on G2.com.

What problems is Unwrap.ai solving and how is that benefiting you?

1. Surfaces the most critical feedback to prioritize by categorizing comments into clusters and themes.

2. Shows how feedback trends over time, which helps when you release changes and monitor customer complaints against volume and sentiment.

3. Aggregates feedback from multiple channels and provides links to the feedback source, giving you the power to dive into a specific complaint or conversation. Review collected by and hosted on G2.com.

AC

Verified User in Computer Software

Mid-Market (51-1000 emp.)

1/6/2023

"Good tool, but difficult to maintain with multiple team members accessing it"

3.5/5

What do you like best about Unwrap.ai?

The cluster tool is awesome (in theory), I used to do it manually, and this was an easy sell internally. showing trends over time also is great, because we can track work we have done, and what people are saying about it. Review collected by and hosted on G2.com.

What do you dislike about Unwrap.ai?

The accuracy of the ai groupings is medium. For example, the highest cluster might be "Pros want better mobile app" but that may be because the PM in charge of the mobile app has done a lot of manual searching to add/remove sentences. Doesn't really give us an idea of which requests rise to the top, just which PMs use the software. (to an extent). Also, the process of adding/removing sentences from a cluster seems clunky. the left to right dragging isn't intuitive, especially the list of "unclustered" items. Also, I would gain confidence if I could make some edits to a cluster (add/remove sentences) then click "run .ai " and then the ai would "learn" after all of my cleaning up of the cluster. Review collected by and hosted on G2.com.

What problems is Unwrap.ai solving and how is that benefiting you?

it is aggregating quantitative feedback from all of our data sources through the integrations (customer chat, facebook, slack channels, NPS, etc). This saves us time. Also the aggregation helps us answer "what do our customers want for us to build next?" or "what are our customers complaining about?" Review collected by and hosted on G2.com.