G2

Patrick B.

Working Student CX

Mid-Market (51-1000 emp.)

11/4/2026

"Easy to Use, Fast and Reliable Service with High-Confidence AI Insights"

4.5/5

What do you like best about Caplena?

The usability is simple and straightforward, so it’s easy to understand and get started. The service is excellent(fast, reliable, and friendly). It also offers strong AI features, such as topic assignment and topic sentiment, and the results come back with high confidence. On top of that, the developers and contacts genuinely take criticism and suggestions for improvement seriously. Review collected by and hosted on G2.com.

What do you dislike about Caplena?

Some newly implemented features are nice to have, but for me they’re sometimes not really useful or necessary. Overall, though, I appreciate the courage behind the constant testing and ongoing refinement. I’d also like better functionality when it comes to the data export feature (via Excel). It would be great if it were more customisable. Review collected by and hosted on G2.com.

What problems is Caplena solving and how is that benefiting you?

Caplena makes it possible for us to handle the large daily volume of open comments and helps us hear the voices of our customers. Without Caplena, this amount of open feedback would not be manageable. In addition, the AI features, especially when paired with the data export, give our data analysts new ways to analyse our data. Review collected by and hosted on G2.com.