What are the best tools for getting and analyzing customer feedback?
Every business needs to establish its own customer feedback controls to inform its product development, marketing, and sales processes. But have you ever considered how to organize these large information influxes to optimize your customer feedback channels?
In this article, we will be sharing:
- What is a customer feedback tool, and why you need one
- How can you use customer feedback?
- What do you need to look for in a great feedback tool?
- Different types of customer feedback tools
- 30 customer feedback tools you can use
What Is A Customer Feedback Tool And Why Do You Need One?
An automated customer feedback tool such as UserVitals helps you collect, organize, and analyze customer feedback in a much easier and effective way. These tools help companies understand their target customers better and identify opportunities.
There are many reasons why a business should have a customer feedback tool. Here’s why:
- Improve user experience. Easily create satisfaction surveys for your customers and insert them wherever you like. Features like these help you learn about what your visitors liked or disliked for your technical teams to make improvements to the user interface.
- Better customer engagement. With embedded forms, they will be triggered once your customer performs a specific action. When customers are prompted to fill up survey forms after specific, meaningful interactions, it is likely to result in a higher response rate.
- Speed up feedback collection cycle times. Employees no longer need to manually follow-up with customers by sending them emails with links to fill in survey forms, etc. Furthermore, automation allows customer service representatives to immediately identify the root cause of customer dissatisfaction. This allows them to better address the issues raised.
How Can You Use Customer Feedback?
Analyze customer operations.
Customer feedback answers questions such as:
- Is your customer service on par with customer expectations?
- Has your business been conducting adequate customer engagement?
- Has your business fully understood the target market and customer preferences?
- What can be done better (product wise and service wise)?
Inform product roadmap and understand which features to develop next.
After identifying the most upvoted features, you can update your product roadmap and start mapping out ways to implement them. Regularly update the status of your progress and notify users once you launch the features they upvoted.
Improve customer interaction and retention.
Dissatisfied customers provide learning opportunities to avoid similar issues from arising in the future. Moreover, reaching out to them gives you a chance to correct the negative perception of your business and potentially retain the customer through incentives.
Create business objectives based on customer feedback
Now that you know what your customers like and dislike, you can streamline your product/service to better suit customer needs. This allows you to plan your next moves based on your new findings.
Find your best features and increase conversions.
From the information you’ve collected through UserVitals, you can identify the features that lead to the highest conversion rates. This allows you to conduct tests and determine the best way to leverage this feature to increase conversions.
What Do You Need To Look For In A Great Feedback Tool For Your Use?
User-friendly interface for ease of navigation.
You don’t want to spend extra resources teaching your employees how to use the new feedback collection tool. The features should be intuitive such that even people who are not tech-savvy can easily navigate through the app.
Variety of features and feedback collection methods.
You want the flexibility to personalize certain survey types while still having the option to adopt standard templates for generic feedback.
Some common features you may want to look out for includes:
- Compatibility with other existing tools you may have
- Survey templates
- Quick form creation
- Various methods of collecting feedback
You want your feedback tool to be able to automate feedback collection, organization, and analysis. Users should be able to easily obtain an overview with minimal clicks and understand the gist of the feedback collected.
You also want to be able to easily filter and find past customer feedback from your database, aiding your customer service representatives in providing speedy responses to customer problems.
Ability to notify customers about feature additions and changes.
A good CRM tool acts as a centralized platform for all your needs. As such, you want to look for a tool that allows you to directly send out emails to customers concerning new feature launches that they have been requesting or looking forward to.
There Are Different Ways to Gather Feedback
Collecting feedback is no longer a chore with so many feedback tools to aid us. Some different ways to gather feedback include:
- Voice of the customer (VoC) feedback tools - These are tools that gather opinions, views, and feedback from your target customer base, such as Mobile surveys and predictive analysis.
- Online surveys - More commonly used online surveys include Google Forms, Type Form, Survey Monkey, etc.
- Net Promoter Score (NPS) Surveys - These surveys measure customer loyalty and satisfaction with one simple question: “How likely will you recommend our product to others on a scale of 0-10?”. To collect more insights, a follow-up question asking for a justification for the rating will usually be included.
- Online review platforms - Customers visit these platforms to provide product reviews. These platforms are great for businesses looking to collect information for their sentiment analysis.
- Visual feedback - This could come in the form of allowing your customers to submit screenshots of issues they faced with your website and their general user experience or even attaching product photos to their reviews.
- Social feedback - Customer feedback collected via social media channels such as Instagram story polls, Facebook messenger bots, Slack apps, etc.
- Video feedback - Video feedback can come in handy when tracking the steps a user took on the website before achieving their goal. The recording of the steps they took can be analyzed to identify any issues or gaps they face.
- Customer interviews.
30 Great Feedback Tools Out There
- Uservitals. A great CRM platform for product feedback that’s compatible with various other tools such as Slack, Intercom, etc. With all your feedback in one place, past customer feedback is readily available while you connect directly to customer conversations. Users can also organize their roadmaps with in-app status trackers and notify your users immediately about new feature launches.
- Proprofs. This tool has a simple drag-and-drop interface and a range of customizable survey templates for companies to create surveys of all types.
- Trustpilot. Users can add their existing mailing lists into this CRM tool and send out email invitations to customers, requesting reviews after their purchase or visit to the website.
- GetSatisfaction.This platform assists companies with building better customer relationships, engagement, and feedback analysis with their community platform.
- Zonka. Zonka aids companies in gauging user satisfaction through real-time reports, email digests, and instant alerts of new feedback received.
- HubSpot. Hubspot’s customer feedback tools allow you to create and deliver surveys via email and your website, where your team can track all feedback from a centralized dashboard.
- UseResponse. This is a centralized platform that allows you to create community portals, build FAQs, live chat with customers, and collect feedback.
- Typeform. This tool is designed such that users are asked one question at a time, giving the impression of a real conversation being held with the person surveyed.
- Nicereply. This software allows you to measure customer service quality through metrics such as CSAT, NPS, and various others.
- Helio. This survey platform has specific behavior filters that allow companies to obtain answers from a unique audience.
- Saber Feedback. This tool allows you to place feedback buttons anywhere on your site and allows users to include screenshots in their feedback reports.
- KiyOh. This focuses on online reviews and ratings from your customers and has a special review alarm that notifies you of all new reviews.
- Google Forms. A free and easy-to-use survey generation tool that can be easily sent via multiple channels.
- SurveyMonkey. This tool allows you to create surveys with 15 different variations of question types. Suitable for one-off surveys but not for measuring overall satisfaction.
- Survicate. It has various exporting options, a template library, and the ability to perform NPS analysis that allows users to trigger targeted surveys at any time.
- OpinionLab. This focuses on allowing companies to react quickly to customer feedback by optimizing the customer experience and driving engagement through their app.
- Clarabridge. This provides companies with actionable insights into customer experience by monitoring customer interaction with their interactive tools.
- SurveySparrow. This platform is easy to navigate, with various survey types, including NPS and offline surveys, to collect feedback from locations with poor internet connection.
- Qualaroo. This platform allows companies to generate popup surveys and offers advanced targeting options and analysis tools to process lengthy and complex feedback quickly.
- Feedbackify. This tool allows companies to collect feedback from site visitors without requiring user registrations to increase the response rates.
- UserEcho. This software offers features such as a voting system for companies to conduct market research and live chat to obtain customer opinions, among many others.
- Instabug. This tool allows consumers to report bugs and crashes, and companies conduct in-app surveys and chat with consumers. Also compatible with other tools like Slack and Zendesk.
- Apptentive. Apptentive allows companies to decide where rating prompts and surveys should appear, allowing consumers to directly communicate with the brand.
- Brandwatch. Brandwatch features a clean dashboard with easily understood analytics and is a great tool for companies who want to monitor all social media channels and user mentions.
- Instagram Polls. Easy to use and gain traction amongst your social following and can easily be customized to look aesthetically pleasing.
- Kampyle. This allows companies to monitor user experience in various segments of the website and choose who should be shown each form and where.
- Engageform. Engageform allows users to share quizzes, surveys, and polls but stands out by allowing companies to ask customers for their opinion in real-time.
- UserReport. UserReport is a free tool that allows companies to collect data about their visitors and review the data presented in intuitive reports.
- Loom. This screen recording tool allows companies to capture how visitors interact with their web elements and the general user experience.
- InMoment. This cloud-based tool is compatible with various sources of customer feedback such as social media, call transcripts, surveys, etc.
Your Ideal Feedback Tool Depends On Your Goals
Regardless of what your aim is, we hope this article has provided you with some insights on how to select your ideal feedback tool. Although collecting feedback is important, it should not be your sole emphasis. With UserVitals, an all-in-one feedback management tool, you can convert the information you received into actionable plans and start working on the features your customers requested!