This service has helped my organization in many ways- from identifying customer needs (that were not being met by products we already had) through user research/marketing analysis; using our social media as an avenue for collecting first hand knowledge of customers' experiences with us via surveys or chat rooms etc.- it's all been great! They've also created some awesome templates that can allow you to get set up quickly without too much effort on your part after receiving their help initially setting everything up correctly.
The best thing about this product is how easy they make analytics setup. I wish there was more customization available regarding reports & such but again - so far no issues at least which have come out during initial implementation process. We are able use these tools daily throughout various projects within large corporation as well across multiple brands including other services provided by Narratiive like UX Design.