Helping businesses choose
better software since 1999
better software since 1999
Guides & Research
Capterra’s researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology.
Capterra carefully verified over 2 million reviews to bring you authentic software and services experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI. Learn more.
Capterra lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Capterra is free for users. Software and service providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider’s website. Learn more.
Showing Most Helpful
Showing 7 of 7 reviews
"Excellent product for handling personalized customer conversation"
Overall: Excellent choice, and will definitely recommend it for startups.
Pros: One of the excellent features provided by them is their auto-tagging of tickets which helped me control the overall flow of customer tickets and gather insights. I was able to easily connect Prodsight with slack, and analyze all app reviews. I created custom topics of which I wanted to keep track. I could also create subtopics and drill down into each topic. Additionally, they also provide real-time reporting using trends, charts and graphs.
Cons: I did not identify any major cons. For any issue that I ran through, their team was able to help me through it and set up the entire process easily.
"Solid sentiment analysis with easy setup"
Pros: Prodsight gave us a really intelligent sentiment analysis and sophisticated tagging with really easy setup. Talking with Tadas during setup, he was extremely helpful and sought to really understand my use case and what would help me most rather than trying to sell me on his solution. Really appreciated him and the value we have drawn from Prodsight.
Cons: A relatively minor quibble, but it would have been helpful to be able to split sentiment analysis out into an entry and exit score -- if our CS folks are doing their jobs well, we'd expect those to diverge over the course of a conversation. Prodsight, in our experience, was biased towards the negative due to a focus on the keywords and language at the start of the conversation. Again, a minor quibble.
Vendor Response
"Interesting approach"
Pros: I like how easy it has made our more complex 3-tier tagging structure on Zendesk. The automated tagging is enormously helpful, as it reduces the agent's time to solve a ticket.
Cons: Nothign so far! Everything is likeable.
Vendor Response
"Very useful software - great usability"
Overall: Great product and I'd recommend it to any company with a high volume of conversations in systems like Intercom.
Pros: The system is easy to use, easy to configure/customize and addresses a major pain point for some of our organization's most useful data - customer conversations. It was very useful in prioritizing development, identifying ways to improve help and understanding the voice of our customers.
Cons: The development team moved quickly on all fronts and there wasn't anything, in particular, that wasn't quickly addressed by the team.
"Understanding our members"
Overall: Good on boarding, good support, good product.
Pros: a one-stop place to see all relevant customer feedback, understand top topics and identify trends.
Cons: Would love to see more exportable reports but I'm aware they are coming soon.
Vendor Response
"Easy to Use "
Overall: Very helpful to us and the customer support is excellent.
Pros: What I like most is the ease of use of the tool. It mineable our conversations and helps us monitor what support questions are asked the most. This helps us keep on top of how’ve we can assist our customers.
Cons: The red and green experience rating calculation is unclear and seems to not accurately produce consistent results.
Vendor Response
"Most Convenient for text-based search"
Pros: The search features are top-notch. The stemming and natural language processing capabilities are what keep us there.
Cons: Internal site navigation could use some work. Also, ability to suggest new topics based on new data.
Vendor Response