EnjoyHQ

Avantages

We have a UX Research team of 6 persons, plus about 20 product managers. A tremendous amount of customer insights are generated every week. What I like most about EnjoyHQ is that it enables us to make use of that wealth of information. Whenever I start a new research project, I am sure to find 50 to 100 existing research notes that touch on that topic. It gives us a leg up. But that's just what a research repository at it's best. What makes EnjoyHQ special (we have tried 5 other solutions and surveyed 20 other) is I think the continuous care they show for our needs. Each other solution falls short somewhere along the research workflow.

Inconvénients

Although EnjoyHQ follows sound and industry-standard data security practices, we miss a SOC2 or ISO27001 certification. Unfortunately, no other vendor has such certifications according to our investigation.

Avantages

The deep searching is very powerful, and customer quotes are always at my fingertips when I'm writing a product spec or investigating a use case. The Slack integration is key, as our whole team is in Slack and it's very easy to add new feedback right from the channels we're already using. We've also got Zendesk syncing tickets that are tagged "feedback" into EnjoyHQ. I'm excited to try the new video transcripts feature that was just added as well.

The support team is great as well, they are super quick to respond.

Inconvénients

EnjoyHQ's interface does take a little bit of time to get used to. They've improved it a lot recently with the search query builder, but there are still some quirks. You have to highlight some text in a customer quote before you can add a comment, for example. Also, I'm still not totally clear how Projects are to be used. But those are minor complaints.

Avantages

The software is easy to use. The rules in which you can auto-tag feedback is very powerful. The support is great, fast and honest. Right now, we collect feedback more often and it is all collected in one place accessible for everybody.

Inconvénients

At this moment (I am using this software for a month now) I have nothing I dislike

Avantages

- They adapt the platform often - I see improvements every day and they match my needs - you feel a dedicated team in the background and that's the best you can expect (no product is ever perfect)

- Really helped me in my day to day to find information about our users in no time - I love the translation feature which let me not only look at the reviews / interviews that happened in english (with a large german community, this has no price!)

Inconvénients

- Can be really complex at times and therefore some features become unusable or hard to get started with.

- Not very happy with the reports - I would need a kind of sub-folder system (the 1 folder = 1 project limits putting together several kind of inputs - I'll need to dig in the new story feature to see if this is solved with it)

Avantages

Makes it super easy to get all customer feedback in one place, use it in decision making, and share it with the org. Integrates with everything we use to speak to customers, and was really quick to set up. The team have been very helpful on support whenever we have a question or need help.

Inconvénients

It's a little complex to use, and there are a few little things on the interface which I wish worked better (for example the back button in Safari basically doesn't work). I think the Projects feature isn't as well developed as I would like, or at least I don't find myself using it as much as I would have thought I would.