--- title: "Intouch Insight CX Platform Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about Intouch Insight CX Platform Software - reviews, pricing plans, popular comparisons to other Complaint Management products and more." source_url: "https://www.capterra.com/p/160959/Intouch-Insight/" page_type: "product" language: "en" --- # Intouch Insight CX Platform Software Review 2026: Features, Integrations, Pros & Cons Last updated on August 3, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) Intouch Insight CX Platform ## What is Intouch Insight CX Platform? The Intouch Insight CX Platform is a scalable CX intelligence suite to seamlessly deliver Mystery Shopping data into a full-service CX solution. The platform’s reporting capabilities are designed to help multi-location businesses measure the impact of operational programs against key CX metrics, like satisfaction, service times or accuracy, so they can act quickly to address issues and build on successes across locations. ## What is Intouch Insight CX Platform used for? [Employee Engagement](https://www.capterra.com/employee-engagement-software/)[Complaint Management](https://www.capterra.com/complaint-management-software/)[Customer Engagement](https://www.capterra.com/customer-engagement-software/) Overall rating Based on 12 user reviews Reviews sentiment Positive \- Neutral \- Negative \- Starting price Free trial not available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... ## Intouch Insight CX Platform alternatives Highest Rated [4.7 (24,166)](https://www.capterra.com/p/135003/Slack/reviews/) Starting price $8.75 Per User, Per Month Pricing Options Free Trial Free Version User Rating 96% of reviewers rated it above 4 stars [4.6 (5,304)](https://www.capterra.com/p/153140/Connecteam/reviews/) Starting price $29.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 96% of reviewers rated it above 4 stars [4.2 (999)](https://www.capterra.com/p/113540/Bitrix24/reviews/) Starting price $69.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 82% of reviewers rated it above 4 stars [4.7 (264)](https://www.capterra.com/p/150695/Lucky-Orange/reviews/) Starting price $39.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 95% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/160959/Intouch-Insight/alternatives/) ## FAQs about Intouch Insight CX Platform Overview ### Which roles and teams benefit most from Intouch Insight CX Platform? Intouch Insight CX Platform is most used by operations leaders, marketing teams, customer service staff, and training professionals who need to monitor customer experience performance. Executives use it for visibility into service quality, while coordinators, researchers, and writers support feedback analysis, reporting, process improvement, and frontline coaching. Answer based on 12 reviews Overview ### What company size and specific industries is Intouch Insight CX Platform built for? Intouch Insight CX Platform is designed for multi-location brands in retail, restaurant, petro-convenience, grocery, and hospitality, primarily across North America. It also serves enterprise organizations that need customized customer experience solutions. Talk to an expert ### More questions? Ask our experts Features and Usability ### What are the key features of Intouch Insight CX Platform? Intouch Insight CX Platform offers customer experience management tools like feedback management, complaint tracking, case management, and issue tracking. It also includes survey builder, pulse surveys, mobile survey, multi-channel data collection, real-time analytics, dashboards, and predictive analytics for monitoring customer touchpoints and performance metrics. Integrations ### Which third-party tools and platforms does Intouch Insight CX Platform integrate with? Intouch Insight CX Platform integrates with Boomi, Dynamics 365 Business Central, Microsoft Excel, SAP Analytics Cloud, Salesforce Platform, and Slack. These integrations cover workflow automation, ERP, analytics, spreadsheet reporting, CRM, and team messaging. Getting Started and Support ### What training and onboarding options does Intouch Insight CX Platform offer? Intouch Insight CX Platform provides in person training, live online sessions, webinars, documentation, and videos to help teams get started. In person and live online options support guided setup, webinars cover product topics for groups, and documentation and videos offer self-paced reference materials. Getting Started and Support ### What customer support options does Intouch Insight CX Platform offer? Intouch Insight CX Platform provides Email/Help Desk, FAQ/Forum, Knowledge Base, Phone Support, and Chat. Support experience details are not available here, so no claims can be made about response times, helpfulness, or common frustrations. ## Features AI summary Based on 548 Complaint Management reviews Capterra reviewers highlight these as the features that matter most when choosing complaint management software: - **Access Controls/Permissions** (**53%** of reviewers rated this feature as critical) - **Corrective and Preventive Actions (CAPA)** (**49%**) - **Multi-Channel Communication** (**69%**) Intouch Insight CX Platform supports **Access Controls/Permissions** and **Corrective and Preventive Actions (CAPA)**, giving teams control over user access and a structured way to track issues and put preventive steps in place. However, it does not offer **Multi-Channel Communication**. Instead, it provides **Live Chat** (**53%**), which can still help teams manage customer conversations in real time. Together, these features help businesses maintain oversight, respond to complaints more consistently, and improve follow-up processes. Live Chat 5.0 (1) 0.00% of 1 reviewers that rated this feature as important or highly important Ability to chat online in real time Communication Management 5.0 (1) 0.00% of 1 reviewers that rated this feature as important or highly important Manage and track all internal and external communication conducted via calls, email, text, or chat Customer Experience Management 5.0 (1) 0.00% of 1 reviewers that rated this feature as important or highly important Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. Customizable Templates 5.0 (1) 0.00% of 1 reviewers that rated this feature as important or highly important Pre-designed layouts that can be customized to match preferences and requirements Feedback Management 5.0 (1) 0.00% of 1 reviewers that rated this feature as important or highly important Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service Pulse Surveys 5.0 (1) 0.00% of 1 reviewers that rated this feature as important or highly important Short, frequent surveys designed to quickly gauge the ongoing attitudes or feelings of a specific group Intouch Insight CX Platform 62 features ### All Features - 360 Degree Feedback: Tools for collecting comprehensive feedback on an employee from peers, subordinates, and manager - Access Controls/Permissions: Define levels of authorization for access to specific files or systems - Action Management: Detailed plan including steps, milestones, assignments, and timeline needed to complete a project, strategy or goal - Activity Tracking: Track and document all activities across devices, networks, and other systems - Ad hoc Reporting: Generate one-off reports that meet information requirements - Alerts/Notifications: Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges - API: Application programming interface that allows for integration with other systems/databases - Assignment Management: Assign issues and tasks based on availability or required skills - Benchmarking: Compare key metrics for the business against prominent players in the industry - Case Management: Work on a set of tasks related to a particular charge, patient, legal issue or any other complex entity or process - Churn Management: Identify customers at risk of migration and activate strategies to retain them - Collaboration Tools: Provides a channel for team members to share AI models, media files, communicate, and work together - Communication Management: Manage and track all internal and external communication conducted via calls, email, text, or chat - Complaint Monitoring: Obtain, monitor, and review customer feedback/complaints relating to products and services to improve customer satisfaction - Content Library: Centralized repository to store content and assets - Corrective and Preventive Actions (CAPA): Investigate and take action at root cause or error in processes to prevent recurring issues - Customer Complaint Tracking: Track customer complaints from initiation through resolution - Customer Experience Management: Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. - Customer Segmentation: Process of dividing customers into groups based on common characteristics - Customer Touchpoints: Identify specific interactions between customers and brands - Customizable Fields: Customize data fields to support various needs and use cases - Customizable Forms: Customize contracts and forms to collect specific information - Customizable Templates: Pre-designed layouts that can be customized to match preferences and requirements - Dashboard: Assembly of graphs and charts for visualizing and tracking statistics/metrics - Dashboard Creation: Creation and customization of dashboards - Data Connectors: Connect to big data sources - Data Import/Export: Import and export data to and from software applications - Feedback Management: Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service - Forms Management: Store, manage and track all forms in a centralized location - Issue Management: Identify and respond to unexpected problems or failures (ie. "negative events") - Issue Tracking: Record and follow the progress of every issue - Key Performance Indicators: Quantifiable metrics to track objectives, gauge milestones, and evaluate the success of a particular activity - Knowledge Management: Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills - Live Chat: Ability to chat online in real time - Metadata Management: Collect and maintain structured information that describes data or content - Mobile Access: Access software remotely via mobile devices - Multi-Channel Data Collection: Collect information from multiple sources - Negative Feedback Management: Identify, track, and respond to negative feedback - Performance Metrics: A set of indicators that tracks the performance of networks, applications, systems, teams, etc. - Predictive Analytics: Predict future data based on historical data sets - Publishing/Sharing: Share pre-configured sets of data organized and presented in a specific manner with the organization - Pulse Surveys: Short, frequent surveys designed to quickly gauge the ongoing attitudes or feelings of a specific group - Question Library: Pre-written repository of questions that can be reused within a course or for assessment or interviews - Real-Time Analytics: Analyze and gain insights into data in real-time - Real-Time Data: Receive data and information in real time - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Routing: Plan daily routes to optimize employee scheduling and provide directions - Scorecards: Visual representation of performance data, enabling users to monitor progress, identify trends, and make data-driven decisions - Search/Filter: Search and filter data across systems to locate required information by entering keywords or certain criteria - Self Service Data Preparation: Access, combine, transform, and store data without the help of an IT department - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - Sentiment Analysis: Categorize emotions expressed and identify if they are positive, negative or neutral - Social Media Integration: Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. - Social Media Monitoring: Track activity on sites such as Facebook, Twitter, Instagram, etc. - Strategic Planning: At a high level, visualize a preferred outcome, define goals and identify specific steps to achieve them - Survey/Poll Management: Create and administer polls and surveys - Surveys & Feedback: Gauge satisfaction and receive information for improvement and success - Task Management: Create, manage and track all task activities and progression - Text Analysis: Process of extracting and classifying information from text, such as tweets, emails, product reviews, etc - Trend Analysis: Review data from past periods to reveal recurring tendencies and predict future performance - Trend/Problem Indicators: Visually identify direction of development and areas that require attention - Visual Analytics: Interact with data visualization elements, such as charts and graphs, to drill down into data --- Get Advice We can help you find the software with the features you need. Features 4.2 (12) 4.2 Based on 12 reviews ## Pricing Value for money 4.2 (11) Value for money 4.2 (11) 4.2 Based on 11 reviews ## Integrations [ Slack](https://www.capterra.com/p/135003/Slack/)[ Microsoft Excel](https://www.capterra.com/p/176574/Excel/)[ Salesforce Platform](https://www.capterra.com/p/268338/App-Cloud/)[ Boomi](https://www.capterra.com/p/5520/Boomi/)[ Dynamics 365 Business Central](https://www.capterra.com/p/212111/Dynamics-365-Business-Central/)[ SAP Analytics Cloud](https://www.capterra.com/p/249571/SAP-Analytics-Cloud/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.6 (12) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.6 (12) 4.6 Based on 12 reviews ## User reviews Overall rating 4.3 Based on 12 reviews Filter by rating 5(7) 4(4) 3(0) 2(0) 1(1) Mentioned topic Sorted by most recent RP Rotnakar P. Customer service representatives Consumer Services ### "Illegal registration of company intouch CX services on my UAN " 1.0 Overall Rating 1.0 1.0 Ease of Use 1.0 1.0 Features 1.0 1.0 Customer Service 1.0 1.0 Likelihood to Recommend 0/10 November 4, 2024 One day I received a threatening call from the HR saying that if you don't join intouchx you will be filed as absconded Pros One day I received a threatening call from the HR saying that if you don't join intouchx you will be filed as absconded. Cons One day I received a threatening call from the HR saying that if you don't join intouchx you will be filed as absconded Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. AN Anonymous User Graduate Research Assistant Electrical/Electronic Manufacturing ### "Good tool for customer management and feedback handling " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 July 6, 2022 Overall, based on the feedback customer trends can be easily determined and can set the price of goods and services based on demand. Pros This software has very good customer management features. Also have survey tool to receive feedback from clients and predict the model for business growth. Have the ability to segment customers based on the feedback management skills. Cons Dashboard is bit tough to understand and need a lot of practices. Also loading time is bit slow therefore need some improvement. Switched from [Keatext](https://www.capterra.com/p/173675/Keatext/) To get better tool I am regularly switching to different tools of similar services Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. LN Lauren N. Marketing Manager Mechanical or Industrial Engineering ### "The CX Platform for Any User" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 April 18, 2019 So far, we have seen huge time savings in the data analysis and survey deployment workload. The platform also allows us to track and measure new areas that we were missing before. Pros The platform itself is extremely user-friendly and really powerful - it is now running our multilingual VOC program and has so many more use cases for us. We have three groups utilizing the tool after just a few short months. I would highly recommend the implementation support package. The customer and technical support team are the best in the business. Cons The platform is fairly new and has some bugs that are encountered somewhat regularly. They also don't have the future set built out completely. That said, their support team reacts almost immediately and is open to feedback on improvements. Many requests that we submitted have already been launched. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Response from Vendor June 20, 2019 Thank you so much for the fantastic review! We're so thankful for the incredibly helpful feedback your team delivers, which helps to improve features and functionality for everyone. Looking forward to continuing to support your customer experience initiatives! Sally W. ESL Teacher Food Production ### "Best software for mobile audits and customer service management!" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 February 15, 2019 The Intouch Insight program was a huge step up from our previous excel reporting. Both \[SENSITIVE CONTENT HIDDEN\] and \[SENSITIVE CONTENT HIDDEN\] have gone above and beyond with their customer service and are always available to answer questions. We now have an exceptional program that gives us quick access to our daily audits and the customizable Dashboard makes use of charts and graphs to keep us up to date and on track. I highly recommend Intouch Insight for your mobile reporting. Pros Best feature is the Ease of use. Product navigation is very easy-to-use. The software is updated on a regular basis and gets better each time. Always prompt replies to our questions and requests for assistance. Cons Initially we found the dashboards were a bit confusing and time consuming but the support from the Intouch team has been exceptional. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Response from Vendor February 19, 2019 Thank you so much for taking the time to leave this detailed review, it's always a pleasure working with you! We look forward to continuing to support your customer experience initiatives. CB Carl B. Trainer Retail ### "What we think verses Reality" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 November 28, 2018 Overall I am very please with Intouch, My questions and support are answered quickly and efficiently, I truly like and appreciate the great support I receive when I need it. I would highly recommend Intouch because of the great one on one customer care and support! Pros Enables me to get up to date information that I can build depending on what I want to do with the information. I am able to create reports, graphs and Data specific to my needs, at the touch of a mouse, easy to use and easy to review. Cons Not much... I really like the fact that after receiving the instruction folder I could easily use the software. it is just that easy. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Response from Vendor December 3, 2018 Thanks so much for sharing your experience working with Intouch and for the fantastic feedback! MS Mike S. Training and Development Manager Retail ### "Great Service, could use some upgrades in the tech department" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 3.0 3.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 November 2, 2018 Pros The Customer Service is fantastic. Response times are quick and the Team goes above and beyond to help. Cons The web interface could use some updating. Some parts can be difficult to navigate. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Response from Vendor November 19, 2018 Thanks for taking the time to leave a review, your feedback is appreciated! We¿ll reach out to you about migrating to our new, modern technology platform. We look forward to continuing to support your team as you continue to deliver an exceptional customer experience. Rocio S. Market Research Intern Management Consulting ### "Intouch Review" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 November 1, 2018 Pros \-Easy to use -The mystery shops are well organized into sections that make it clear to spot right away -Customer support is very friendly and respond in a timely manner. They also always contact immediately if something went wrong Cons \-Mystery shoppers are required to submit photos through the Intouch camera which sometimes give off bad images -Some mystery shops are not worth the price we pay Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Response from Vendor November 6, 2018 Thanks so much for taking the time to share your experience, and for the fantastic feedback! MV Misael V. Product Coordinator Market Research ### "Mystery Shops" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 October 31, 2018 Our company focuses on menu trends and we need menus from restaurants. It is important that we gather a readable menu with prices. Pros The ability to access and engage with the platform, and communicate with Intouch staff. Cons The loading speed of shops and how the images show all the way at the bottom. Too much scrolling. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Response from Vendor November 5, 2018 Thank you very much for taking the time to share your thoughts. We've really enjoyed working with you, and look forward to continuing to support your team! ML Mark L. CIO Retail ### "Great features, great support, easy to use, reasonable price" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 September 18, 2018 We use it to help train and follow up and prove quality compliance on 100+ locations with over 500 people. Pros Has every major feature a chain of 100+ retail locations needs, at a reasonable price. Cons Some awkward steps in production were pointed out by us, and to their credit, InTouch Insight improved the product within a couple of months. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Response from Vendor September 21, 2018 Thank you so much for providing us with valuable feedback that allows us to continuously improve our product offerings for all customers. Looking forward to continuing to support your growing team! Denny M. Vice President of Marketing Building Materials ### "Very intuitive and easy to use. Support has been great." 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 June 12, 2018 Pros Having everything I need at my fingertips in a simple intuitive platform. Tha ability to retrieve and store the data I need. Cons I really don't have any cons. Perhaps a bit more flexibility in how the views are set up and maybe just a bit more clarity on a couple of items. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Response from Vendor June 13, 2018 Thank you for taking the time to leave this review and for your feedback about views. Of course, if anything is ever unclear, we¿re always here to help! [View all Reviews](https://www.capterra.com/p/160959/Intouch-Insight/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.