16 Best Customer Service Feedback Software
Customer feedback is a useful tool that remains largely underutilized. Most people don’t know that one of the keys to helping your business succeed is to gather feedback from the customer.
Customer feedback provides helpful insights on the areas you could improve as a business so that you can get your customer satisfied.
It also enables you to make business decisions as some customers could provide useful ideas either for your next product or how to improve the current one.
If you receive a shower of satisfied customers, then you are assured that your business is on the right track.
To help you get a better idea of the customer feedback software that is suited for you, keep in mind the following tips.
i. Examine the Tools in the Customer Feedback Software
Does the software in question fulfill its purpose? Are you able to utilize it the way you want to?
That is why, when choosing which customer feedback software to get, it is best to take into consideration your audience as well as your business needs, size, and niche. This helps give an idea of what you will need.
Just as there are multiple reasons it is important to capture customer feedback the traditional way, the same goes for software. Customer feedback software contains a set of tools that are used to acquire data such as the voice of the customer (VoC), online review tools, user experience testing tools, and more.
You should also expect that different software contains different sets of tools. However, you don’t just want to pick a software that contains the most number of tools. This is not a case of the more tools you have, the merrier.
On the contrary, having lots of feedback tools might overwhelm the user. They may find the software too difficult to use and just give up on it altogether.
This would defeat the purpose of customer feedback only taking a few minutes of their time. Remember, part of the reason why customers are hesitant to give feedback is if the method takes a long time.
Also, whatever software you decide to go for, make sure its features include the ability to measure customer satisfaction (CSAT), customer effort score (CES), and net promoter score (NPS).
ii. Check Whether the Software Allows Options for Customization
Customer feedback software already comes with a set of tools. But if you want to make the most out of your customer’s feedback then try to look for software that allows options for customization.
This would ensure that the tools you will use are tailored to fit your needs. This will come in handy whether you are an already thriving business or just starting an online business.
In doing this, you are making sure that you will only include the feedback tools you will need. For instance, it is a big plus if the software can be integrated into third-party apps.
That would make acquiring feedback from the customer convenient. Customers are also more likely to answer them given how easy it is.
iii. See If the Software Can Run on Different Platforms
Obtaining feedback from the customer should be an easy thing for them to do. This is because most people lead busy lives these days, so they want something quick and convenient.
That is why you want to make sure the software can run on different platforms. This makes it largely accessible for the customers so they are more likely to answer it.
The software should be advanced enough to be shared across different social media platforms as it increases its visibility. And sometimes, the customers would even spread it for you.
This is to help you keep better track of and
iv. Think About Its Ease of Use
A surefire way to get customers to provide feedback is if the software is easy to use. It must be intuitive enough that even beginners can use it without a hitch.
After all, no one wants to have to sit through an entire tutorial on the software just to answer a 5-10 minute online survey. That’s one way to discourage the customer from giving feedback.
Think about it, if the software looks like it would require a learning curve, then chances are the customers won’t bother to take the time to go through it.
Since the point of customer feedback is to help improve the customer’s experience as well as your business, you want to make sure the software’s interface is user-friendly.
v. Read Through Customer Reviews to Help You Decide
If you can’t seem to decide on which software, it helps if you read through reviews of the software. Reading reviews can provide a bit of insight such as the areas where users had a bit of difficulty or areas they liked.
This will help you narrow down your choices as well as help you manage and set your expectations to avoid being disappointed in the future.
Some customer feedback software even offers free trials or demos. If that is the case, don’t hesitate to take advantage of it. It will put you in the customer’s shoes so you can get a feel of whether the software is something they would like or not.
Without further ado, here are the 15 best customer feedback software.
Startquestion is an advanced survey software perfect for collecting Employee, Customer and User Feedback or conducting Market Research.
It’s a tool recognized among world-famous companies, such as EY, Satnader Bank, Innogy, Medivocer, Danone, and Bosh.
Users can use it not only to create online surveys (based on ready-made templates or from scratches) but to analyze feedback and generate reports.
Startquestion allows to create the surveys for free during the trial period, and conduct advanced surveys from 41$ per month.
As one of the leading survey tools, it is no surprise SurveyMonkey has made it to this list. Aside from the typical customer satisfaction surveys, they also provide opinion polls and even an employee engagement survey.
Given its wide range of solutions, it is safe to say that any kind of organization – business or otherwise can benefit from them. And they offer packages depending on individual or group needs.
They offer various templates in different niches but they also have customization options should your organization require them.
You can also integrate it into various apps like Google Drive, Mailchimp, and even Zoom. The best part is you can even create surveys for free.
Answering customer feedback forms whether online or in-person can sometimes feel like a chore especially if clients are faced with the same generic template.
But Typeform aims to change all that. It allows you to create forms, surveys, and quizzes in a conversational tone that will make people want to answer them. This keeps the customer engaged as it makes the method of data collection much more personal.
Creating one is very easy – you can pick from their templates or make your own with no coding needed. After you’re done, you can embed it into your website, launch it in an email, or just share the link.
Moreover, Typeform allows you to integrate it into various apps such as Chatwork, Google Sheets, Google Docs, and more.
If you’re looking to improve customer experience, look no further than Clarabridge to help you out. Instead of simple surveys or questionnaires, it makes use of AI-powered speech analytics to give you insight into what customers want.
If you’re an organization that records voice conversations for quality assurance, then this particular feature will come in handy as the software can analyze the information for you.
It can also generate transcripts and summaries, which can save you from combing through various recordings manually.
Plus they cater to various industries from service providers like financial institutions and health insurance to retail and consumer goods.
Despite being highly technical, Profprofs prides itself on being user-friendly to gathering feedback from customers’ experience a delight.
They specialize in creating surveys, quizzes, polls, and even brain games. This makes it more interactive for the customer so they don’t feel it as a chore but rather an exciting game they can play.
Despite having simple tools, UserReport proves itself a force to be reckoned with. Their software features 2 widgets – one as a survey and one to generate feedback.
It makes use of the net promoter score (NPS) to let you know what users like as well as the areas they think you could do better.
What’s more, you can easily integrate it into your website or app to have direct interaction with your customers.
If the majority of your business involves frontline services, then consider getting Hubspot.
Its platform specializes in customer relationship management (CRM) with all the solutions you’ll need for marketing, sales, service, and more.
It contains a chock full of services into one powerful platform without being overwhelming. All-in-one software that’s a must-have for all businesses.
Having a business in a digital economy means traditional methods of collecting customer feedback are not going to cut it if you want your business to keep up with the rapidly changing times.
Enter Hotjar, a software that analyzes how customers behave on your website using heatmaps and recordings of what your users clicked on or went to. Plus, they are GDPR compliant and CCPA-ready.
With major clients in the automotive, retail, and manufacturing industries, Reevoo is something you should consider. They provide tailored solutions for your business to help you achieve your goals.
Their tools include a specialized method that gathers reviews that are not sponsored or written by any brand as well as customer Q&A to help potential buyers make informed decisions.
Handy for persuading new customers into buying your product or service.
If you still rely on long surveys that make customers skip past it, then perhaps you’re not using the right tool.
This is what Loop is for. Loop utilizes a powerful screenshot tool that allows you to plugin to any website or web app as well as a forum where customers can submit their feedback.
Moreover, it can analyze those feedbacks based on averages and can even be integrated into Slack and Jira.
Zonka’s software is so easy to use that a survey can be set up in five minutes even with no technical knowledge. This shows how user-friendly their software is.
In addition, you can customize their forms from rating scales, emoticons, and even comment boxes.
And you can receive real-time reports whenever you get new feedback or a low score. Plus Zonka supports more than 30 languages!
12. In Moment
In Moment’s goal is to help you improve your customer’s experience through their experience improvement (XI) using the experience intelligence (XI) platform.
It integrates human experience, comprehensive data, and modern technology to create a platform that is built to improve both employee and customer relationships.
And they cater to various industries such as automotive, food, and even healthcare.
Qualaroo provides actionable user insights by asking customers the right questions at the right time.
It uses the Qualaroo Nudge Technology which asks unobtrusive questions while customers are browsing through your site to get a read on how the customers feel.
And you can use it on your website, mobile app, and even on public URLs.
14. M Opinion
Unlike getting face-to-face customer feedback, online transactions are hard to get a read on. But M Opinion lets you take a peek into customers’ experience by using their survey templates or creating one your own.
What’s great about it is that it is an all-in-one feedback that can be integrated into websites, apps, and emails for seamless data collection.
UserSnap is a convenient software as it lets you easily collect website and in-app customer feedback using feedback buttons and widgets.
Users are also able to annotate browser screenshots for any areas on your website that might need improvement, for instance, a broken link.
It also categorizes feedback into different themes in order to let you address them better.
Sprinklr makes use of a unified customer experience management platform (Unified-CXM).
They utilize their own artificial intelligence to help businesses keep track and interact with their customers through marketing and advertising, modern research, as well as social engagement and sales.
If you’re a bit hesitant, you could start a free trial and see how well it will work for you.