Looking for a Customer Feedback Software to propel your business, say, to support a new marketing plan or to better engage your customers? With so many types of CRM software in the market – from those with all the bells and whistles to those that also service sales teams and simple ones just for one target purpose – choosing the CRM tool that’s the best fit for you may be tricky. But fret not – we’ve compiled a list to help you determine which one best meets your needs.
What is Customer Feedback?
Customer feedback refers to the information, insights, and concerns that customers share about your products and services. A powerful tool for business, it helps you gain a deeper understanding of your target audience. Understanding their needs, preferences, and thoughts on your products and services can help you improve your service standards. Importantly, it can spark positive change in your business and, in turn, boost customer satisfaction and retention.
What is Customer Feedback Software?
Collecting feedback can sometimes be challenging, thanks to the need to reach out to hundreds or thousands of customers, as well as the sheer volume of information. Customer feedback software addresses such issues. With it, you’ll have a smart and easy way to gather, categorise, and analyse your feedback. Some software also monitors and tracks your progress, offering recommendations to better serve your customers based on predictive analytics.
Top 14 Customer Feedback Software
Zonka Feedback
Zonka Feedback is an intuitive survey tool designed to gather customer insights seamlessly. Its user-friendly interface allows you to create, distribute, and analyze surveys effortlessly. With a variety of customizable templates and question types, you can tailor surveys to your specific needs.
The platform provides robust data analysis features and seamless integrations with third-party apps, making it an ideal solution for businesses of all sizes. Zonka Feedback ensures that you receive actionable feedback to improve your services and enhance the customer experience.
Key Features:
- Customizable survey templates
- Data analysis tools
- Integration with third-party apps
- Multiple question types
- User-friendly interface
Hubspot
A CRM platform that comprises five premium products — Marketing Hub, Sales Hub, Service Hub, CMS Hub, and Operations Hub — HubSpot also comes along with a wide collection of free tools and features. If you’re starting with customer relationship management or have a small setup that doesn’t require advanced features for now, this platform may be just what you need. Please do note, however, that its free plan comes with limited customer support, making access to in-app chat or customer support unavailable.
Key Features:
- Contact management
- Contact website activity
- Company insights
- Ticketing
- Prospects
- Form automation
- Email Automation
- Email templates
- Conversational bots
- Live chats
Zendesk
A service-first CRM company, Zendesk prides itself on “making customer service better,” focusing on enhancing customer relationships and keeping businesses aligned. Designed for flexibility, Zendesk offers easy-to-use and scalable customer solutions for businesses. Perfect for those looking to scale up and meet ever-evolving customer expectations.
Key Features:
- Real-time updates
- Agent collaboration
- Insights and analytics
- Ticketing system
- Customer experience team
- Self-service portal
- IT Helpdesk
Qualaroo
Qualaroo is among the best customer feedback tools due to its feature-rich and customizable templates, as well as its versatile abilities. Its proprietary survey widget is called Nudge™ and offers a subtle way to ask the right question to the right user at the right time. You can easily create various types of surveys, such as NPS, CSAT, UES, and CES, using Qualaroo templates, making it the best customer feedback software.
With feature-rich & customizable templates that guarantee high response rates, advanced targeting mechanisms, and easy survey setups, Qualaroo has gained a solid reputation as a product and customer feedback tool. Its Artificial Intelligence-based Sentiment Analysis is powered by IBM Watson’s natural language processing capabilities, making feedback analysis a breeze.
Key Features:
- Instant feedback collector
- pre-designed templates for surveys
- NPS score dashboard
- Supports branching logic
- Schedule and set a survey
Also Read: TimeWarp TaskUs – AI-Based Customer Service Platform
Olark
With so many automated customer service platforms available, sometimes all customers are looking for is a human to assist them in real-time. This is exactly what Olark does. Simple and easy to manage, Olark enables you to manage customer sales and support requests – all via one platform. What makes Olark stand out from most CRM platforms is the real-time live chat engagement from a human as opposed to a bot – it can be an ideal service platform for certain purposes, such as tech support or medical inquiries.
Of course, if you want to set up an automated chat function, you can too! You’ll also be able to send automated nudge or reminder messages to your customers – for example, to prompt them to make a purchase.
Key Features:
- Real-time chat agent
- Chatbot
- Chatbox customization
- Automated nudge messages
- Transcript generation
SurveyMonkey
If your main purpose is to gather customer insights and opinions, SurveyMonkey is a great option. A popular and commonly used online survey tool, SurveyMonkey gives you just what you need without the additional frills. Easy to use and with a wide variety of templates available, asking your customers about their thoughts will be a breeze.
You’ll get to create, send, and analyze surveys, all with a few clicks! With the basic free plan, you’ll be able to create surveys that contain fewer than ten questions each – you’ll also have access to many key data analysis features. If you’re in a larger setup with more complex needs, you can opt for the paid plans, which come with more advanced features, such as file uploads, A/B testing, an unlimited number of questions per survey, a dedicated customer success manager, and additional benefits.
That said, SurveyMonkey is, in essence, a data reporting tool. You can think about it as a one-way customer feedback platform – think paper surveys, but with all your data stored on a server or computer.
Key Features:
- Sample questions
- Survey, quiz, and poll creation
- Data analysis
- Integration with third-party apps
- Customizable survey templates
Salesforce
You’ve seen the no-frills tools, those with a specific function – and now here’s one with all the bells and whistles, even some that facilitate smooth operations in remote teams! This feature-rich customer service platform aims to unify marketing, inside sales, commerce, and service – all on a single platform.
The result is an organized and consolidated platform that provides businesses with a comprehensive view of their customers. With it, you can interact with your customers, provide them with self-help resources, and monitor your engagements with them. Please get to know your customers better (and remember their data) by taking note of your interactions. There is a huge number of features, so you’ll want to choose those that fit your needs and scale up as you go – and with Salesforce, you can go far!
Key Features:
- Contact management
- Opportunities management
- Quote management
- Lead management
- Customer cloud
- Analytics
Fynzo Feedback
Wonder what your customers think about your products or services? Fynzo customer feedback software is one of the easiest tools to get insights into your customers’ thoughts. With a multitude of available templates and no limitations on either the number of feedback forms or the number of questions in those forms, create forms, send them to your customers, and analyze the received feedback, all on this easy-to-use platform. With real-time notifications for the feedback received from visitors, you can improve your products or services based on the pain points of your customers.
Key Features:
- Real-time feedback collection
- Works offline
- Downloadable analysis report
- Integration with popular apps like Google Sheets, Zapier, etc.
- 100% secure data
- 24*7 Support
Trustmary
Trustmary is passionate about delivering exceptional customer experiences and showcasing them. With Trustmary, you can conduct customer feedback surveys using templates or create your own survey from scratch. You can automate feedback collection and draw reports from the survey results. When you integrate Trustmary with your CRM, you can easily move data between the two systems and take customer success to the next level.
What makes Trustmary special is that you can collect both written testimonials and video testimonials, as well as customer feedback. The survey tool requests marketing permission, and you can use the customer feedback as public testimonials, showcasing them with widgets on your website.
Key Features:
- Survey templates (e.g., NPS, CSAT, CES, star reviews)
- Drag and drop survey maker
- Collect testimonials and video testimonials
- Various survey distribution options
- Reporting
- Automation options
- Native integration with Pipedrive and HubSpot
- Works on desktop and mobile
Also Read: 16 Best Call Center Software For Sales & Support
Canny
Overwhelmed by too much information? Customer feedback management tool Canny is here to save the day. The platform enables you to capture feedback and store it in one place, informing your product decisions. According to the platform, this is how it will work. First, you “capture product feedback,” ensuring nothing slips through the cracks.
You then “inform product decisions,” which involves analyzing feedback to identify the most impactful ones. The next step is to “prioritize and roadmap,” which means you rank features by priority before building a product roadmap. When you’re done, you’re all ready to announce your product updates!
Key Features:
- Feedback collection
- Feedback analysis
- Roadmap planning
- Update sharing
Helpcrunch
HelpCrunch is a Customer communication platform that offers live chat, customer support, and more. Designed for support, sales, and marketing teams, this tool can be a valuable asset for winning new leads and supporting existing customers. Supercharge your workflow at every step, so you’ll never experience a customer service crunch!
Key Features:
- Live Chat
- Email Marketing
- Knowledge Base
- Chatbot
- Helpdesk
- Integration with other tools
- Mobile apps & SDK
Hotjar
This one is for digital marketers. A tool that uncovers the online behavior and voice of your viewers, Hotjar gives you the means to discover, consolidate, and communicate user needs. As the company puts it, it combines analysis and feedback tools to provide you with a comprehensive view of how to improve your site’s user experience, performance, and conversion rates. This product experience tool provides information, such as behavioral analytics and feedback data, enabling you to gain a deeper understanding of your customers. It achieves this through its innovative tools.
For example, you’ll discover which parts of your website draw attention, which get ignored, or even see your users’ browsing journey on your website! If you have received negative feedback, you can watch the user’s recording to try to figure out what went wrong. Hearing from your users as they browse your site is also possible, allowing them to respond when their memories of using your site are still fresh.
Key Features:
- Heatmaps
- Feedback
- Recordings
- Surveys
- Integrations
- Survey templates
Intercom
While it is a popular customer communications platform, Intercom focuses more on the sales and marketing aspects of the business. Established in 2011 as a simple chat widget, Intercom has since added numerous features to its messaging platforms, including chatbots, automated messaging, and onboarding and activation messages. Intercom also provides tools and insights to help teams optimize their engagement scores.
Key Features:
- Real-time messaging
- Chatbots
- Insights
- Free trial
WebEngage
WebEngage is a full-stack marketing automation suite designed to drive growth for consumer businesses. This customer data platform is easy to use, as it provides a unified view of your customers, making it straightforward to take the next steps. You’ll also get real-time action, analytics, and segmentation. Here’s to a customer-first digital experience!
Key Features:
- A/B testing
- API
- Auto-responders
- Action
Also Read: 10 Powerful A/B Testing Tools
Conclusion
You’re probably right if you’ve seen the signs of the need for one, whether you’re experiencing issues with customer data, reporting, or getting your sales and marketing teams to collaborate seamlessly. When it comes to choosing a CRM platform, it ultimately comes down to your specific needs and preferences. While these tools share similar key features, they also come with additional features (or none, for a clean and fuss-free experience), so it’s up to you to explore them and choose the one that best suits your needs. Best of all, most of them offer free tiers, demos, or trial periods, so you’ll be able to test them out yourself.
