Best customer feedback management software

Plus, you can integrate it with the live chat system to automatically convert chatbot-driven interactions into tickets for proper follow-ups. Best for: Managing prospects, building email campaigns, streamlining sales pipeline. Big Contacts is the perfect CRM solution for small businesses to manage prospect lists and sales pipelines. You can import all customer communication in one place and track contacts by activity, opportunity, stage, last contact, and other custom fields.

It also allows you to automate tasks, create marketing campaigns, identify opportunities, and create detailed reports to nurture the prospects into customers. ProProfs Live Chat lets you provide instant help to the customers and enhance their experience. Just add the live chat widget to your website or app, and you are good to go. Offer real-time support, instantly transfer chats to the correct department, use canned responses, and more to provide a quick resolution to your visitors.

You can also set chat invitational pop-ups and product announcements pop-ups to improve engagement. Another major feature of this tool is the AI chatbot integration option. Customers prefer self-help touchpoints over calling the support services, which is why ProProfs Knowledge Base makes the list of best customer experience management tools. The tool helps save both resources and time by relieving the pressure on your support staff. It is simple to use and highly efficient in improving the overall customer experience.

ZenDesk is one of the most complete and customizable helpdesk platforms, thanks in no small part to the wide range of integrations available for the platform.

It includes native features for automated responses and analytics, but any more purpose-specific apps you prefer to use for these functions are likely to offer a ZenDesk integration out of the box. Oracle Service is a helpdesk platform with a focus on AI-powered automation and prediction.

Acquire provides a unified helpdesk for all customer communication channels but stands out for its dedicated analysis package for self-service effectiveness. This makes it great for assessing and improving the impact of self-service resources and related systems such as chatbots and automated messaging.

Best for: Self-service resources, wide range of integrations with more specialized apps. LiveAgent is a general-use helpdesk platform that enables live support across a range of channels, including voice, text, and social media, as well as providing the tools to easily create customer portals, ticketing systems, and self-service resources.

LiveAgent lacks in-depth feedback and behavior analysis but supports a wide range of integrations enabling you to get that functionality elsewhere. OpenText Digital Experience combines contact center, content management, and analytics tools into one platform.

This enables advanced AI assistance for support agents to allow for more personalized recommendations based on individual user insights. Genesys offers a contact center package that includes advanced AI bots able to understand and converse in natural language via text and voice. Besides the usual helpdesk features, Genesys also includes machine learning-powered agent coaching by providing them with real-time feedback and insights.

In addition to providing AI chatbots, Sprinklr uses AI to support agents by analyzing interactions in real-time to predict intent and needs, providing resources to the agent as appropriate. Recommendations and actions are taken based on analysis of past interactions and user activity to provide a highly personalized service through every channel. Best for: Customer journey analysis, data visualization, development and design feedback.

ContentSquare offers a range of tools to analyze customer journeys and visualize the results. This has the benefit of providing insights in a way that designers and developers can understand.

The zone-based heat maps to visually indicate how many clicks and conversions part of a page earns are a standout feature for understanding where to prioritize. Choosing the right Customer Experience Management software depends on the kind of feedback and insights you need. While it is easy to go for a unified package and get everything you might need, this may not be the most cost-effective and scalable approach.

This can lead to managing a large number of integrations and apps to provide all the features you need on top of that, which may not be feasible for small businesses. So compare well and choose the tool that suits your needs. Qualaroo has been positioned as one of the best survey software companies of by the widely renowned SaaS review website, Digital.

The product life cycle PLC is one of the oldest, most enduring, useful business concepts. In broad strokes, it defines the stages of customer acquisition and retention that all products typically go through.

User experience is the emotional and cognitive effect of using a particular product, service, or system. By understanding how to measure user experience, you can get a complete picture of how customers interact with your personal brand.

Discover the purpose of conducting employee satisfaction surveys. In a few steps, you can create a net promoter score survey for your customers and capture their feedback that gets categorized automatically into promoters, passives, and detractors.

In short, you get to see the overall customer sentiment and act upon the average score you get to make changes to your existing services. SurveySparrow is a super easy-to-use platform, giving companies chat-like surveys that claim to be highly engaging and conversational. Besides, it also has usual surveys that ask one question at a time, offline surveys for collecting feedback remotely from low-internet locations, and NPS surveys that are used to measure customer sentiment and recommendation probability with a single question.

Their consultants and technical support also lend a hand in making your business measure customer loyalty accurately.

Podium concentrates on serving locally-focused businesses that have from 1 to 10, locations. It relies on local online listings to drive up business growth by managing online reviews for multiple locations. Podium is centered around convenience for customers as well as helping business owners respond effectively to customers.

Every customer has a voice, and the companies that make them feel heard and valued tend to be more successful and held in higher regard by customers. This is easily understandable because showing empathy with customers usually results in better word-of-mouth marketing. Online customer review tools let you gather reviews from customers and respond to them on a peer-trusted platform. Forum management and grouped response analysis are some functions that such tools have developed to help businesses manage their online reputations better.

Nearly 1 million new reviews are posted on it each month. The site offers freemium services to businesses. KiyOh carries out independent assessments for asking your customers about their opinion regarding your online real estate, like your website, app, or mobile platform.

This is their way of increasing customer confidence in your brand by showcasing active customer reviews on your online platforms. Feefo takes great pride in helping its users in building the best customer experience they can. Feefo connects them directly with their customers. Real feedback means real insight, and they give clients the tools to use it to build stronger customer relations as well as make better-informed business decisions.

ReeVoo claims that their software gathers at least one new story or response from real consumers every three seconds, which is quite an impressive start to quote. Bazaarvoice provides software that allows brands to collect and display several types of authentic user-generated content UGC on their e-commerce websites.

The types of UGC include product ratings and reviews, shopper questions and answers, and curated social content. A combination of survey tools and functionalities is required to carry out effective user testing. This combination is usually found in user interaction testing tools that record user sessions, capture feedback, monitor remote testing, etc. For any stage of development that your product or service or website, or app may be in, user interaction testing helps you progress to the next stage with the confidence that your target demographic is more likely to like your final version.

Hotjar is a behavior analytics company that analyzes website use, providing feedback through tools such as heatmaps, session recordings, and surveys. With Hotjar, you can collect user feedback and turn more visitors into customers.

Hotjar also adds value to any data and insights from tools like Google Analytics by running it through their behavior analytics software. There are multiple ways to filter and segment the recordings. With session recordings and heat maps, you can learn how visitors behave on-site and use that knowledge to improve conversion rates. Freshmarketer by Freshworks, a SaaS company renowned for its best-selling software Freshdesk , has been built to utilize UX testing automation for improving conversions and boosting sales.

Freshmarketer comes in two variants: a standalone tool or as a part of the Freshworks bundle. If you already use one or more of their software tools, this expands their utility. FullStory is used widely to record every user interaction from the point of entry into your website or app, without any tagging.

User session data comes in handy to uncover hidden opportunities and understand visitor behavior. Businesses have been using FullStory to generate proactive insights and build custom reports based on user session data. This proactive approach lets you manage instances of customer dissatisfaction hurting your brand — especially if it becomes viral on social media.

Brand24 is a social media analytics platform that tracks your chosen keywords across popular social media platforms. Based on numbers and quality of keyword and brand name mentions, Brand24 calculates social media reach, the share of voice, and monitors hashtag performance.

Moreover, AI-driven sentiment analysis helps protect brand reputation, find marketing insights, and improve customer service. HubSpot is a versatile platform for taking care of most major customer-facing business processes. HubSpot has a wide range of offerings that cover tools for carrying out social media marketing, customer support, search engine optimization, and content management, and web analytics.

Hootsuite supports direct social network integrations for the most popular social platforms like Facebook, Twitter, Instagram, YouTube, and LinkedIn.

It is a well-rounded social media management platform that can handle every task a social media manager can. Practically, with Hootsuite, businesses can curate keyword-relevant content and schedule their posts to reach the right targets, thus boosting revenues through social media marketing. According to them, you can form real connections with those who love your brand through the power of Sprout Social. It is a social media management and optimization platform for brands and agencies of all sizes.

Their platform gives companies a single hub for social media publishing, analytics, and engagement across all of their social profiles. This enables you to capture the user experience quite closely. To add even more value to the screen capture, you can combine it with unobtrusive surveys that blend in and do not intrude upon the customer experience. This approach lets customers share in-the-moment opinions, yielding insights that are 10X more valuable than email surveys.

Loom combines the expressiveness of video with the convenience of messaging. Businesses can benefit from using this screen recording tool to capture how visitors and users interact with their website features, web page CTAs and other visual components of the user experience. Screencastify is a free screen recorder developed for the Chrome browser from Google. The different types of feedbacks that can be made include MCQs, choose-all-that-apply, matrix selections, open form responses and rating scales, among others.

Then, you can customize logos, images and other branding details so your forms reflect consistency with your other marketing materials. Feedback form template: Feedback tools offer pre-built design templates for users so they can save time while creating feedbacks. Such templates vary depending on the nature of the feedback. Multimedia Support: Certain feedbacks need to include rich media, for a myriad of reasons. Some feedback solutions come with the ability to add multimedia such as images, videos, GIFs and more.

Security: Online feedback tools come with multiple tools to protect response data, identify fraudulent information and prevent the same. You can use this software to add passwords and timers, install authentication methods, prevent multiple submissions from the same IP addresses and make feedbacks completely anonymous. All these distribution methods can be employed using feedback management software. Once all the feedback data is collected, online feedback software helps you dissect this information as per your required criteria: age, gender, location, income group etc.

Additionally, you can filter and tabulate results to identify trends that will help you make better and more informed business decisions. Targeted feedbacks system: For feedbacks that are designed to accumulate data on random consumers, businesses can use this feature to find appropriate respondents and obtain results in a short period of time.

This is an increasingly important feature as people spend a lot of time using their phones and tablets than ever before. Multilingual Support: Online feedback tools come with multi-language support using which, users can design feedbacks in multiple languages. The branded feedback helps in raising brand awareness. Data is unequivocal, the holy grail of the digital world. Irrespective of whether you run a small business or manage an enterprise with lots of employees, data on customers and services lets you decide the direction to steer your business.

Feedback software lets you create, design, distribute, accumulate and analyse feedback information, to spot trends and take smarter business decisions. Businesses gather customer feedback to improve their product development operations and gear their marketing strategies to perform relevantly.

This information is also useful for developing employee engagement strategies. Feedback solution is a multifunctional tool whose possibility is limitless. Different metrics are analyzed to assess the relevance of the feedback to your audience and compared against past feedback results. More established solutions can also furnish details outlining best practices in the trade.

Reduce Cost: Conducting online feedbacks lets you bypass labour and material costs. Manual feedbacks involve a lot of time and money spent on printing, distribution and result collection. Centralized Data Gathering: Feedback software makes data collection a lot more systematic by saving completed feedback forms in one database.

The process takes place in real-time, and information is saved in a secure server. This minimizes the risk of losing data and makes the process a lot simpler. You can also create new feedbacks by repurposing the same questions from older feedbacks to target a new set of customers.

Feedback tools can be used to optimize your feedbacks in many different ways. Expand Your Reach: This software also offers a network of respondents, classified according to categories, such as industry, demographics, profession and interest. Extract Insights: The software is capable of running analytics which helps users extract feedback insights. This solution allows for different ways to categorise data as tables, charts or graphs. Before getting a feedback software, ensure that the features match your requirements.

These are some of the key things to consider before you purchase a feedback software. Ensure that the software you choose comes with the ability to randomize questions and questionnaires, to prevent fraudulent or biased answers. This feature is important to make your feedback unpredictable by shuffling questions or replacing a questionnaire with another. Feedback software should let you design feedbacks in different ways. The software should allow a mix of automation with manual intervention, when necessary.

Scoring must be flexible so you can dissect feedback in different ways. Q1 - What is Customers feedback software? Feedback software is a solution that allows users to design and manage electronic feedbacks, collect responses and analyse feedback.

It can be used to gather insights on different factors such as customer satisfaction, which businesses can use to improve their products, services, and operations. Q2 - What is the price of feedback tools? Customer feedback software plans come in a range of prices. Q3 - What are the features of feedback software? Some common features of feedback software include feedback form creation, response management, customised URL creation, skip logic, and phone optimised feedbacks.