Are you currently engaged in actively hearing your customers' thoughts and opinions regarding your products and services? If not, it's essential to implement a robust customer feedback tool to efficiently collect and utilize this valuable feedback. Simply possessing a customer feedback tool is insufficient.
What Is Customer Feedback?
Customer feedback refers to valuable data gathered from customers, typically reflecting their sentiments towards a product, service, brand, or their overall interaction with a digital platform. These insights serve as a crucial resource for various professionals, including marketers, UX designers, and web analysts, aiming to enhance an organization's customer experience.
A customer feedback tool is a software or service designed to facilitate the collection of customer insights, usually in a digital format. The selection of the most suitable customer feedback tool depends on the specific objectives of your business.
In the modern landscape, obtaining customer feedback predominantly occurs through digital channels. Common sources for gathering feedback include:
Utilizing popup forms on websites to solicit input.
Incorporating feedback collection within email campaigns.
Leveraging social media platforms to capture customer sentiments.
Employing feedback widgets as an interactive means of engagement.
Now, how can you ensure that the customer feedback tool you choose is a perfect fit for your business?
We'll now explore the top 15 customer feedback tools to help you make informed choices for your business.
SurveyMonkey enables your company to generate and distribute surveys to uncover your customers' sentiments and assess the outcomes. The tool's free basic plan allows you to send an unlimited number of surveys with up to 10 questions (with response limitations), while premium plans include advanced analytics.
SurveyMonkey offers survey templates and questions to help you gather the most valuable insights from your customers.
Hotjar allows businesses to study user interactions on websites using a range of techniques like heatmaps, recordings, sentiment analysis of feedback, and surveys. In essence, it provides a comprehensive view of how to improve the user experience.
Hotjar's great features include heatmaps that visually display where users focus their attention, the buttons they click, and the areas they avoid on your website.
AskNicely empowers you to generate customer feedback promptly, right after a product purchase or customer service interaction, utilizing customizable surveys that capture insights while they are still vivid in customers' memories. AskNicely is particularly effective for promptly gathering feedback from customers concerning a product or service.
Key features of AskNicely include the ability to capture customer feedback through email, SMS, or websites, ensuring the highest possible response rate.
Zonka Feedback allows you to design and distribute surveys via various channels, including email, SMS, website, in-app/product interfaces, QR codes, and survey kiosks via the survey app. These customer feedback surveys are designed to gauge customer satisfaction and help prioritize enhancements based on the feedback received.
Key features of Zonka Feedback encompass the ability to distribute surveys and collect feedback through multiple channels, ensuring that you capture customer insights at every touchpoint in their journey.
Kiyoh has the potential to assist e-commerce websites in increasing their online visibility and enhancing their brand's recognition on popular search engines such as Google. Kiyoh is particularly effective for promoting your brand and gaining insights into your customers' top priorities.
Noteworthy features of Kiyoh include the ability to design reviews in a style that matches your website's aesthetic, resulting in a more unified user experience.
Birdeye is an all-encompassing software solution meticulously crafted for businesses with multiple locations, providing an extensive array of tools for efficiently overseeing customer experiences and reviews.
With Birdeye, you can effortlessly gather and handle reviews, convert leads, conduct surveys, and generate referrals.
SurveySparrow stands out as a dynamic customer feedback tool, delivering distinctive and engaging survey encounters. Utilizing its conversational interface, SurveySparrow empowers you to engage with your target audience on a personal and conversational level, facilitating the collection of valuable customer feedback.
Whether your aim is to gather input regarding your products, services, or the overall customer experience, SurveySparrow equips you with the necessary tools and functionalities to accomplish it effectively.
GetFeedback is a top-tier customer feedback solution renowned for its extensive feature set, enabling businesses to extract valuable insights from their customer base. With GetFeedback, creating surveys that are interactive and engaging becomes a seamless process, allowing you to accurately capture your customers' true sentiments.
This customer feedback tool offers the adaptability necessary for businesses to enhance the customer experience at each stage of the customer journey, all guided by data-driven decision-making.
HubSpot's readily available feedback tools simplify the process of acquiring both qualitative and quantitative feedback, enabling you to gain a deeper understanding of your customers. With HubSpot, you can effortlessly create and distribute surveys via email and on your website, while also monitoring all customer feedback through a single dashboard accessible to your entire team.
You have the option to utilize a Net Promoter Score (NPS) survey to gauge customer loyalty over time, send Customer Effort Score (CES) surveys to evaluate the ease of obtaining support, or distribute customer satisfaction (CSAT) surveys to assess customer contentment at various stages of the customer journey.
Podium is a platform that helps businesses grow, communicate better, and handle payments. It's great for improving the customer experience and getting feedback. One notable feature is that it makes it easy for users to leave reviews, often doubling the number of reviews a company gets in 60 days or less.
Podium is not only increases access to feedback but also improves response rates to help close more sales.
Qualaroo is a robust online survey tool that enables you to gather input from your intended audience effortlessly. It is created with the goal of making survey creation straightforward and provides assistance for targeting across multiple channels.
Qualaroo features an AI-powered sentiment analysis engine that quickly assesses customer feedback data, uncovering the underlying sentiments within minutes. This capability not only saves time but also allows you to focus on finalizing the feedback loop instead of manually sorting through valuable insights.
This innovative customer feedback solution actively gathers and analyzes feedback from websites, mobile applications, and email campaigns in real-time. Its user-friendly interface empowers individuals to create, customize, and configure feedback forms according to their preferences.
Incoming feedback is visually represented through customizable dashboards and charts, enabling advanced analyses. Furthermore, digital teams can promptly share and act upon this feedback using intelligent alerts, taking the feedback loop to a whole new level.
InMoment stands out as a comprehensive customer feedback solution, delivering valuable insights into the experiences of your customers. Through InMoment, you can collect customer feedback from diverse channels and touchpoints, providing you with a holistic understanding of your customers' sentiments and viewpoints.
This platform ranks among the finest customer feedback solutions available, enabling you to gather and assess customer feedback effectively. It leverages a combination of data, technology, and industry knowledge to facilitate the collection of immediate customer feedback, empowering you to take proactive steps towards enhancing customer satisfaction.
How to Select Customer Feedback Tool?
The ideal feedback tool for your business hinges on your specific objectives and requirements.
Your chosen customer feedback tool should streamline your processes, saving you both time and effort. Opt for a tool that is user-friendly .Ensuring that the tool's interface is intuitive and easily navigable by end-users, especially the customer success team, is of utmost importance.
Additionally, the tool should be quick and straightforward to install and deploy.
An enhanced product experience comes to fruition when your customer feedback software is both customizable and flexible. It should effortlessly blend with your current applications, filling any voids in your requirements and guaranteeing that all your needs are fulfilled.
When your customer feedback tool aligns with your current apps and website, workflows become more seamless, enriching your overall software experience.
In today's dynamic landscape, customers engage with businesses through various channels, including email, social media, phone, chat, and in-person interactions. Each channel provides a unique perspective on the customer experience, and feedback from these diverse sources can be invaluable for refining products and services.
Therefore, it's essential for modern customer feedback tools to offer multi-channel feedback collection capabilities, allowing businesses to gather comprehensive, real-time, and valuable insights for enhancing the overall customer journey.
Customer feedback serves as the lifeblood of your business. With accurate and timely feedback in your hands, you can effectively boost consumer engagement, elevate customer satisfaction, and increase the chances of successful sales conversions. To begin this journey, it's recommended not to undertake it independently.
Instead, consider leveraging one of the 15 outstanding tools mentioned above to commence your exploration and uncover the authentic sentiments your customers hold about your brand.