What was good about this product or service overall? It's nicely integrated with Amazon. Very easy to use and yet it provides flexible options for various types of follow ups. The only con for us was that it only works with Amazon and not with other marketplaces like eBay, Walmart etc.
Their default templates are not the most beautiful but we found that sending a test email without any HTML works just fine for getting the desired reviews.
How was the support? Everything is nicely documented and we hadn't had yet a need to reach out for support.