There are some flaws, like some auto-bot responses coming back to us as detractors but with no comments, and when we contact customers they say everything was great and they never recall filling out a survey.
But overall, for the interaction and feedback Listen360 provides us, it is pretty good.
response time to help tickets is very slow, managing a large organization with many org levels is difficult and there are things that should be available on the customer side, but I have to connect with our accounts manager instead.