It has been very helpful for our business as we are able to get feedback directly from customers without any manual effort or data entry.
The only downside I found was there wasn't an option to filter reviews using different tags like 'Great' & 'Good'. We have used this software at my previous job but now working with another organization here i find more easy to use this so far nothing much to dislike yet. For us its helping to gather valuable insights from both existing users & new ones which were not possible before.