Feedback management tools are essential for any business, but it can be difficult to find the right one for your product and team. That's why we've put together this list of key features to consider and our favourite tools.
Feedback management tools are essential for any business, but it can be difficult to find the right one for your product and team. That's why we've put together this list of key features to consider and our favourite tools to get the most out of your feedback from customers.
Feedback management software, or customer feedback tools, help you collect and manage user feedback. These platforms then help you turn this feedback into actionable insights that can boost your business by improving customer satisfaction and customer loyalty.
There is a wide range of customer feedback tools. Some focus on collecting data through user surveys, while some help create online reviews to boost your product's overall image. Some are also all-in-one solutions, or targeted to specific industries or company types as well. But the majority of them will help you collect and encourage customer feedback, while letting you view this information in a centralized location.
All in all, customer feedback software can help you close the customer feedback loop and get the most out of your customers' experiences, while saving you time by automating the feedback collection process for you.
Here are some of the top features to look for in your customer feedback tool to help you boost customer satisfaction and get the most out of your insights.
For a tool to work for you, it needs to be easy to use. You're not going to want to use something that has a long learning curve, and besides, this can prevent you from getting the most out of your chosen platform.
Good tools should make the feedback collection process simple. When choosing the right platform to use, make sure it's something you can easily adapt to and something you'll actually use.
There are a lot of user feedback tools out there, and each tool will have slightly different features and functionality. This means that what works for one company—or one industry—may not work for you.
Think about what features your specific product and team need. What types of feedback will you be focusing on? Do you want something that will help you create and distribute customer surveys? Do you want additional metrics or analytics? All of these things should be considered.
While your chosen tool should work great on its own, but it should be able to work well with your other tools, too, as well as common social media platforms. This will help you share your data across platforms (including any metrics or patterns you may notice) and streamline your workflow.
No feedback tool is one-size-fits-all. In order to best benefit you and your product, your feedback tool should support customization and personalization so you can adapt it to your brand and its needs. This can include anything from personal labels and organization to the ability to upload custom branding and much more.
There's no point in paying hundreds of dollars for a tool that isn't helping you get the most out of your user feedback. Likewise, smaller businesses will not necessarily need the same things as larger businesses do, and therefore they shouldn't have to pay the same prices for a product that won't work for them.
Here are twelve of our favourite customer feedback management tools.
Podium is a great customer engagement platform that helps small business owners manage their online presence. Its easy-to-use tools both enhance customer experience and help you with local SEO.
Some of their core features include online review generation, SMS marketing and payment processing features. They also help facilitate conversations with your customers and customize feedback-gathering campaigns, and integrate with tools like Salesforce and Calendly.
Podium has a 14-day free trial, and starts at $286/user/month on their annual plan.
Trustpilot is a customer experience management tool for organizations. It helps you manage customer interactions, send review invitations, manage your business listings and track feedback for your company.
It has built-in analytics tools to help you boost customer experience, but it also helps you gain Google Seller Ratings and organic search ratings to boost your public face.
Trustpilot Business starts at $225/user/month, though a free plan is available.
Birdeye is another platform for local and small businesses that focuses on review management. It aims to help you get more feedback by sending customers to top review sites to get their opinion. It also helps you create surveys and amplify customer reviews, and integrates with apps like Square, Zoho and Pipedrive.
Birdeye starts at $299/user/month, and a free demo is available.
Mopinion helps you collect website and mobile feedback in real-time. It's easy-to-use, highly customizable, and it helps users build feedback forms and target them however they like. This feedback is then visualized in customized dashboards and charts to help you better analyze this information.
Mopinion offers free trials and demos, and their paid plans start at $299/month.
Verint's Enterprise Management platform combines both traditional and digital methods of feedback collection to help you get as much information as possible throughout the entire customer journey, including post-interaction feedback for your mobile apps and websites.
Verint Enterprise Management offers free demos on their services.
Wootric, recently acquired by InMoment, is another enterprise feedback management software platform, though this one uses single-question microsurveys to get insights on metrics like Net Promoter Score, Customer Satisfaction and Customer Effort Score. All of this data can then be viewed in your dashboard.
Wootric offers free trials and demos.
Medallia for Digital is a key component of Medallia Experience Cloud made especially for enterprises. It captures customer feedback on websites (both desktop and mobile) and in-app, and integrates it with offline data from contact centers, retail stores and much more to give you actionable, real-time insights on your data.
Medallia offers demos on their Digital Experience platform.
GetFeedback helps users quickly build customizable, branded surveys. It can adapt to almost every survey platform, and integrates with Salesforce to help you see the bigger picture of your data.
GetFeedback offers 14-day free trials, and you can request quotes based on your preferred plan.
SurveyMonkey might be one of the most popular and well-known survey tools out there. While the free version provides you with unlimited surveys, their EFM package allows users to build much more sophisticated and customized surveys with much more options and data available to you.
SurveyMonkey offers a free plan, but paid plans start at $32/user/month.
Qualtrics is our final enterprise feedback management tool on this list, but we've added it because it's especially helpful for research and those in academic fields. It allows you to collaborate with your team on surveys easily, and customize them however you'd like to best suit your brand. You will then receive in-depth analytical reports with valuable insights to help you get the most out of your data.
Contact Qualtrics to get a quote on pricing.
The last customer feedback management platform on this list is our own.
UserVitals helps teams of every size collect and view user feedback from around the web in one centralized platform to help you see the bigger picture of your feedback. This in turn gives you actionable insights into larger trends, common pain points, and what feature requests to prioritize.
Within our dashboard, each individual piece of feedback is known as an Insight. Insights can come from customizable feedback portals and widgets, social media, integrations with platforms like Slack and HelpScout, and much more. These Insights can then be grouped and organized into Stories based on common themes (e.g. information source, where a customer is along the user journey, or the type of issue), so you can analyze all of this information together.
UserVitals also helps you close the feedback loop with your customers via customizable roadmaps and changelogs, so your users are kept up-to-date on any product changes and updates. This is a great way to keep your users happy and boost customer loyalty, as they will often feel more involved in the process.
UserVitals offers 7-day free trials on all our plans and 2 months free with any annual plan, as well as discounts for some early-stage startups, teams in healthcare and education, and non-profits upon request. Our basic plan starts at $50/month, and includes 3 collaborators and 300 tracked users.
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