Customer feedback is as important to your business as the products you sell. Without it, you’re operating blind when it comes to your marketing, sales, operations, and product development. It’s something that all businesses should gather – especially if you run a medium to large company.
In large organizations, there is more at stake. Unlike small business owners who may regularly interact with their customers face-to-face, leaders in large organizations may not see their clients as often. Usually, a customer will engage with a customer success or account management team. This makes customer feedback even more important as it offers insights that may otherwise be lost to the business. You can swiftly identify annoyances or niggling issues and report them to the relevant department. Likewise, you can use positive feedback in a recognition program, to improve morale and for marketing.
To assist you in gathering feedback, there are many tools on the market. Yet, they are not all equal. To help you pick the right tool for your needs, we’ve created a list of our top 5 customer feedback tools and weighed up their pros and cons.
GetFeedback
GetFeedback is a visually appealing tool that has a large focus on user experience. This is helpful because if your customers find the tool difficult to use, they are unlikely to complete your survey. Even if they give you feedback this time, if they didn’t enjoy the experience they are unlikely to offer more in the future.
Pros:
The tool is more conversational than traditional surveys. This works well if your brand’s usual tone of voice is casual and informal. GetFeedback is accessible on multiple devices, enabling respondents to choose when – and how – to answer your questions. It also allows you to connect with your customers at key stages in their purchase journey, at point-of-sale, for example. You can customize the platform with your company logo and colors. So, you can keep a consistent brand identity across all customer touchpoints. It also integrates with Salesforce, keeping all your customer data in one place. Finally, there is a free trial so you can give it a spin before fully committing.
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Get StartedSurveyMonkey
This is a popular tool that many people have interacted with before. It has a relatively simple user interface and guides respondents through questions in an intuitive way. SurveyMonkey offers an easy way to send a quick survey to customers.
Pros:
You’ll have it up and running within a few minutes and can send to customers via a URL. It operates on a freemium model, with the free version offering a questionnaire of up to 10 questions and 100 responses. If you need a quick and easy tool to shoot a few questions to a small group of customers, then SurveyMonkey is a good option.
Qualaroo
Qualaroo takes precise targeting of survey respondents for gathering actionable customer feedback to a whole new level. Qualaroo is a unique customer feedback software that holds a lot of tools in its arsenal. Leading the pack is their Sentiment Analysis feature, powered by IBM Watson’s Artificial Intelligence. The other ranks carry features like advanced targeting, and more than 20 integrations with other major platforms like Mailchimp, Salesforce, Google Suite (Tag Manager, Analytics), Optimizely, Fullstory, Segment, and Slack among others.
Pros:
There is no code installation – no coding experience is required at all. Also, there are straightforward templates for all platforms – in-app, desktop web browser, mobile-optimized website, linked, emails, etc. that let you set up the same ‘NudgeTM’ on multiple customer feedback channels. There is also the aforementioned AI-enabled Sentiment Analysis for extracting insights from free-form text answers to open-ended questions.
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Get StartedReevoo
Pros:
If you’re concerned about the legitimacy of feedback, Reevoo is for you. It goes to the lengths to ensure that customers who feedback via the tool are genuine through purchase validation. This offers greater credibility to any feedback that you receive. Plus it gives more weight to customer reviews if you choose to publish them. For further validation, the platform is used by some big brand names including LV and Hyundai.
According to Reevoo, over half of the questions posed are answered within 24 hours. Therefore, once a survey is published, you know that you’ll probably get swift feedback that you can then act on. Reevoo’s data offers insights for sales, marketing, and product development.
UserReport
Pros:
If you cannot decide between creating a feedback forum or using customer surveys, consider UserReport. This tool offers a feedback forum and survey functionality in one handy system. Therefore, you can benefit from the strengths of both. Some customers will respond better to forums and others to surveys, depending on their unique preferences and the stage of their purchase journey. By offering both feedback mechanisms, you cover all your bases.
UserReport integrates with a website or app via an HTML code snippet. It can also link to Google Analytics to offer detailed visitor insights. The survey and forum tools are free to use. With it, you can obtain your Net Promoter Score and get product/service improvement suggestions. In the forum, users can vote on their favorite ideas and the most popular posts will rise to the top. UserReport supports over 60 languages, which is useful for international businesses. Finally, there are customization options so you can reflect your company branding.
Giving you a competitive edge
Adding customer feedback tools to your company will transform your customer service overnight. You’ll immediately have access to useful information on your customer support, marketing, sales, and product.
In today’s competitive market, it’s essential to stand out from the crowd. Gathering customer feedback will help you achieve this. Overlook your customer feedback and you’ll be ignoring your customers – who will then go to your competitors. Always stay informed, by equipping yourself with the best customer feedback tools. The rest is up to you.