SmallBizGenius Analysis
Otter.ai is an AI-powered transcription and note-taking service. While praised for its accuracy and time-saving features, users report significant issues with customer service, billing practices, and unexpected meeting integrations.
Category Breakdown
Scores based on analysis of 264 recent reviews
Transcription Accuracy
8.0/10Many reviewers praise Otter.ai for its accurate transcription capabilities, noting that it saves them time and effort. Some users find the transcriptions "amazingly accurate" and appreciate the comprehensive summaries.
30 reviews mention thisBilling Issues
2.0/10A significant number of reviewers report issues with Otter.ai's billing practices, including unexpected charges, difficulty cancelling subscriptions, and lack of transparency. Many users feel they were misled into paying for services they didn't want or need, with some describing the practices as "sneaky and unethical."
25 reviews mention thisCustomer Service
2.5/10Many reviewers express dissatisfaction with Otter.ai's customer service, citing slow response times, unhelpful support agents, and difficulty resolving issues. Some users report being ignored or gaslit by chatbots, while others claim they were unable to get a refund for unwanted subscriptions.
22 reviews mention thisIntrusive Meeting Integrations
3.0/10Several reviewers report that Otter.ai automatically joined their meetings without permission, recorded the calls, and shared transcripts with participants. Some users describe this behavior as "creepy" and "malware-like," raising concerns about privacy and data security.
15 reviews mention thisTime Saving
8.5/10Many users appreciate how Otter.ai saves them time by automatically transcribing and summarizing meetings. They no longer have to take manual notes, allowing them to focus on the discussion.
18 reviews mention thisEase of Use
7.0/10Several reviewers find Otter.ai easy to use and intuitive. They appreciate the simple interface and straightforward functionality.
10 reviews mention thisPros & Cons
What Customers Love
"Amazingly accurate."
"I really like the summarized transcription."
"It is very helpful for staying focused during your meetings and provides a significant time-saving advantage"
"Simple to use, very intuitive and supportive."
"It is a very convenient and useful platform. When using it, you don't have to be distracted by taking notes during the v..."
Common Complaints
"Cancelling is confusing and feels like a trap. I followed their steps and was still charged."
"There is no customer support if a problem comes up."
"Otter.ai has many transcription errors. I always need to edit everything, and almost every sentence."
"Otter.AI invaded my entire company through my account. Otter.AI attached its agents to all company meetings, though I never permitted this."
"The note taking is good, but the summary in the android app does not show the actions! I had to login to web site to see them."
Common Questions About Otter
Answers derived from customer review patterns
Is Otter legit and trustworthy?
Otter.ai has a Trustpilot rating of 3.1/5, but the reviews are polarized. While some users praise its transcription accuracy and time-saving features, many others report significant issues with billing practices, customer support, and unexpected meeting integrations. Some reviewers describe the company's billing practices as deceptive and unethical, while others have had difficulty cancelling their subscriptions. Potential users should carefully consider these risks before signing up for a paid plan.
Based on 45 reviewsDoes Otter have good customer service?
Based on the reviews, Otter.ai's customer service is a major point of concern. Many users report slow response times, unhelpful support agents, and difficulty resolving issues. Some reviewers claim they were ignored or gaslit by chatbots, while others were unable to get refunds for unwanted subscriptions. While a few reviewers had positive experiences with specific customer service representatives, the overall sentiment is overwhelmingly negative.
Based on 30 reviewsIs Otter worth it for small business?
Whether Otter.ai is worth it for a small business depends on its specific needs and risk tolerance. If accurate transcription and time-saving features are critical, and the business is willing to carefully monitor its subscription and billing, Otter.ai could be a valuable tool. However, the widespread complaints about billing irregularities and poor customer support make it a risky choice. Small businesses that prioritize reliable and transparent service may want to consider alternative transcription solutions.
Based on 25 reviewsWhat is Otter's transcription accuracy like?
Many reviewers praise Otter.ai's transcription accuracy, noting that it saves them time and effort. Some users find the transcriptions "amazingly accurate" and appreciate the comprehensive summaries. However, other reviewers report that Otter.ai has many transcription errors and that they always need to edit everything. The accuracy may depend on the audio quality and the complexity of the conversation.
Based on 20 reviewsWhy is Otter.ai joining my meetings without permission?
Several reviewers report that Otter.ai automatically joined their meetings without permission, recorded the calls, and shared transcripts with participants. This behavior is often attributed to default settings or integrations with calendar applications. Users can typically disable this feature in their account settings or by removing the integration. However, some reviewers claim that Otter.ai makes it difficult to prevent this behavior.
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