Insocial - Feedback Solutions vs. Verint Voice of the Customer

We are an international organization that operates in multiple geographies and for us the solution works quite well. Insocial - Feedback Solutions itself is still a relatively small organization, but that has actually not been an issue at all. They're very flexible and helpful as a supplier. There was a close cultural fit between our 2 organizations, which made it into a success. If you are looking for a solution and partner to capture recurring customer sentiment and measure things like NPS, NLS, CSAT, CES and open feedback by using short and concise surveys that also drill down on those scores Insocial - Feedback Solutions can be a great fit.

Incentivized

Verint Voice of the Customer is very well suited for measuring how satisfied (or dissatisfied) the customer base is in close to real time. Also well suited for identifying pain points across the experience. Not sure if the platform is well suited for measuring multiple interactions for a specified journey or a specific audience experiencing a specific journey

Incentivized

• Great customer / end user experience. Nice Look & feel
• Excellent customer service and support
• Continuously working on improvements based on customer feedback
• Nice reporting

Incentivized

• Scalable: no issues with volume for sending out emails nor reporting.
• Feature Rich: very well equipped.
• Support: excellent knowledge base and even better live support
• Pricing: very cost effective pricing models

• Survey creation could be easier, although as a customer I did not really feel this pain as our CSM [...] fully unburdoned us
• I had some comments about the closed loop feedback process and email notification look&feel, however they've already addressed this feedback in the last year with product updates.

Incentivized

• Integrating with Google Analytics did take several sessions with their support team, so that could use improving
• Needed additional assistance from their technical team because of the configuration
• Limited customization for standard deployment survey templates. Some reports are a bit outdated

Incentivized

The cost versus product is a good value, so it all depends on the customer's needs/wants, and of course, budget

Incentivized

In general it is a very intuitive platform that does not require much training to start working with. Especially for reporting users that are focussed on the results and insights. The CSM team and support department are also very helpful in case you do run into any questions.

Incentivized

First and foremost It’s easy to use. The Visual dashboard is great and simple to navigate!! The amount of info is thorough and collected timely if not in real time . I have even used it to contact a customer about an experience they had. I was able to ask why they chose the ratings they did on the survey

Incentivized

Every support contact I have had, be it by email, live chat or phone, I have had my issue resolved very quickly, efficiently and professionally by a knowledgeable and well trained support team member. Having worked in technical support many years ago myself, I can appreciate the level of service and quality of support offered by Verint. I would, without hesitation, say that Verint offers one of the best support experiences out there.

There are multiple solutions that offer similar things. In the end the cutural fit with the vendor made the difference. As a foundation for future collaboration this felt as the best choice and it has proven to be a great choice since. Developments in the product have proven to be fast and based on our feedback, which makes for a great partnership and experience.

Incentivized

OpinionLab is one of the few out there that does two things very well in it's space: 1. Customer Feedback - just feedback, not surveys. Feedback is free text without more than one or two structured questions. Most survey systems offer too many options, and their reporting is made for structured data analysis not analysis of the open text fields. Some of the other tools viewed did not have the best features for medium or large scale deployment, from an analysis perspective, real-time data extract and download, or customization for branding.

Incentivized

• We have been able to track an upward trend in our global NPS where we could not do this before.
• We now have more insights on amazing CSAT scores on our services, which also increase Employee Experience
• We have been enabled to act more directly on customer feedback that drives customer satisfaction and sales or prevents churn

Incentivized

• Collect data around our login experience where eventually we were able to release a GPE directing customers to utilize our virtual assistant
• Verbatim around the claims experience allowed us to update our Claims Status page to provide more detailed, transparent information to the customer around the status of their claim.

Incentivized