CustomerSure vs Infreemation Complaints

CustomerSure is a Voice of Customer platform for organisations collecting feedback and turning responses into tracked action. It supports branded surveys for NPS, CSAT, CES and custom metrics, delivered by email or SMS. Analytics follow performance and surface satisfaction drivers, themes and topics. AI features analyze feedback text for sentiment and risks, classify themes, and generate summaries and recommendations. Teams can create real-time alerts, assign responses and monitor them through resolution. The platform names Salesforce, Zendesk and Power BI among its integrations, and provides a REST API for feedback data and automated requests. Reports can be exported for regulatory use, with audit trails logged automatically. CustomerSure says it is GDPR-compliant and UK-hosted, uses access controls and encryption, and is aligned with FCA, Ofwat, Ofgem, TSM and CQC standards. Each licence includes ongoing support, guidance and expert help. CX Starter costs £1,999 per month. SMS is billed separately by volume, and prices exclude VAT where applicable. A risk-free pilot usually lasts around one month and focuses on one area of a business.

Infreemation Complaints is web-based case management software for handling an organisation’s complaints. It brings reports from email, websites, social media, postal mail, telephone and fax into a central database. A calendar records receipt and due dates; each case can include a snapshot, timeline, earlier requests and audit trail. Complaints are added automatically, with configurable initial responses and alerts for approaching deadlines. Rules can match similar requests, and organisations can optionally make a searchable public archive. Staff can assign cases to employees, use investigation and approval workflows, track SLAs, and view KPI reports on an online dashboard; reporting depth is basic. The cloud service runs in a browser without installation. The maker says sensitive data is encrypted, the service is GDPR compliant, and its dedicated servers and data are in the United Kingdom. It also states that it holds Cyber Essentials and Cyber Essentials Plus certification. Pricing is on request, with no set-up costs; a free trial is available for 30 days. Site licensing provides unrestricted user access.