Websites using OpinionLab

Okay, let s break down OpinionLab, covering its overview, revenue, alternatives, pricing, and customer care.

OpinionLab Overview

OpinionLab (now part of Verint) was a company specializing in Voice of the Customer (VoC) solutions. They provided a platform for businesses to collect, analyze, and act upon customer feedback across various digital touchpoints, including websites, mobile apps, and email.

Key Features and Capabilities (pre-Verint acquisition):

• Feedback Collection:
  • On-site surveys: Triggered based on user behavior or specific pages.
  • In-app feedback: Native feedback forms embedded within mobile apps.
  • Targeted questions: Ability to customize surveys based on user segments and experiences.
  • Passive feedback: Monitoring customer behavior and identifying pain points.
  • Open-ended text fields: Allowing customers to express their thoughts freely.
• Analytics and Reporting:
  • Sentiment analysis: Identifying positive, negative, and neutral customer feedback.
  • Text analysis: Uncovering themes and trends from open-ended feedback.
  • Reporting dashboards: Visualizing data and identifying key insights.
  • Alerting: Notifications for critical feedback or emerging issues.
• Action Management:
  • Workflow automation: Routing feedback to the appropriate teams for action.
  • Case management: Tracking and resolving customer issues.
  • Integration: Connecting with other business systems (CRM, ticketing).

Value Proposition:

OpinionLab aimed to help businesses:

• Improve the customer experience (CX).
• Increase customer satisfaction and loyalty.
• Identify and address pain points in digital interactions.
• Make data-driven decisions to improve products and services.

Acquisition by Verint:

In 2016, OpinionLab was acquired by Verint, a larger company specializing in customer engagement solutions. OpinionLab s technology was integrated into Verint s portfolio, which includes contact center solutions, workforce engagement, and customer analytics.

Revenue Information

• Prior to Acquisition: As a standalone company, OpinionLab s revenue was not publicly reported in detail. Estimates placed it in the tens of millions of dollars range per year before acquisition.
• Post-Acquisition: Since being integrated into Verint, OpinionLab s revenue is not tracked as a separate entity. It is folded into Verint s overall revenue. Verint reports its financial information publicly as a publicly traded company. Verint does not usually break down the financial impact of each component acquired.

Alternatives to OpinionLab (now Verint s VoC offerings):

If you re looking for alternatives to OpinionLab or Verint s current VoC solutions, here are some popular choices, categorized by their strengths:

• Comprehensive VoC Platforms:

  • Qualtrics: Known for powerful survey creation, analytics, and action management. Very comprehensive and enterprise-focused.
  • Medallia: Focuses on enterprise-level customer experience management and provides a complete solution for VoC.
  • SurveyMonkey: A very widely used tool with a range of pricing options and features. Good for many business needs.
  • Confirmit: Provides survey design, collection, analysis, and reporting; often used for more complex VoC needs.
  • Clarabridge (now part of Qualtrics): Specializes in text and sentiment analytics, especially suited for open-ended feedback.

• Website and In-App Feedback Tools:

  • Hotjar: Provides heatmaps, recordings, and feedback widgets for website optimization.
  • UserVoice: Focused on collecting and managing feature requests and feedback for product development.
  • Usabilla (now part of Contentsquare): Collects contextual visual feedback with screenshots and comments.
  • GetFeedback (now part of Momentive): A survey platform focused on customer experience with pre-built surveys and dashboards.

• Customer Review and Rating Platforms:

  • Trustpilot: A very popular and widely recognized online reviews platform.
  • Bazaarvoice: Aggregates and syndicates reviews for e-commerce businesses.
  • G2: A reviews and rating platform for software, B2B, and technology.

Pricing:

• OpinionLab (pre-Verint): Pricing was typically subscription-based and varied significantly depending on the features, number of surveys, number of users, data volume, and enterprise requirements. It wasn t a budget solution and was generally targeted at larger organizations.
• Verint s VoC offerings: Verint s pricing is typically enterprise-grade and is not always transparent as it is tailored to a customer s specific solution requirements. Pricing is subscription-based and usually includes software, implementation services, and ongoing support.
• Alternatives: Pricing varies widely for alternatives:
  • Some, like SurveyMonkey, have freemium options with paid tiers for additional features.
  • Others, like Qualtrics and Medallia, have complex pricing models based on the scale and scope of the implementation.
  • Tools like Hotjar and UserVoice have more accessible pricing, especially for smaller businesses.

Customer Care and Support Details:

• OpinionLab (pre-Verint):
  • Provided support through email, phone, and online knowledge base.
  • Typically had account managers for larger clients.
• Verint:
  • Offers enterprise-level support through various channels (phone, email, chat).
  • Usually has an extensive knowledge base, documentation, and training materials.
  • Dedicated customer success teams often work with clients, depending on the subscription level.
• Alternatives:
  • Support varies by vendor, ranging from basic email support to premium tiers with dedicated account managers and priority response times.

Key Takeaways:

• OpinionLab is now part of Verint, and their VoC solutions are integrated into Verint s overall platform.
• OpinionLab offered a powerful VoC platform with a focus on digital channels.
• Pricing for both OpinionLab (pre-acquisition) and Verint s solutions tends to be higher and targeted at larger businesses.
• Many alternatives are available, ranging in price, features, and complexity.
• Customer care varies by provider, so it s essential to consider support options when choosing a solution.

Recommendation:

If you are looking at VoC solutions, you need to:

1. Assess Your Needs: Clarify your specific requirements for data collection, analysis, and action management.
2. Consider Your Budget: Evaluate solutions that align with your budget.
3. Research Alternatives: Review the features and limitations of alternative solutions.
4. Consider your business size Smaller businesses may look towards SurveyMonkey, Hotjar or other more agile solutions whereas large corporations often find themselves in the space of Qualtrics, Medallia and Verint.
5. Read Reviews and Case Studies: Look into reviews, and case studies of potential solutions to see how others are finding success with them.

I hope this detailed overview helps! Let me know if you have any more questions.