Every business values customer feedback. Whether your business is just starting out, or you’re running a multi-million dollar brand, customer feedback will always help your business improve. No exceptions.
The real question is: what’s the best way to get customer feedback, and how can I maximize its potential?
Enter customer feedback tools.
Our Ian doesn’t always love intrepreting customer feedback. Don´t be like Ian.
@tldv.io You just can’t win #product #productmanager #productmanagement #tech #uxdesign #corporate #startup
♬ original sound - tldv.io - AI Meeting Recorder
What is a Customer Feedback Tool?
A customer feedback tool can be part of a software solution designed to help businesses collect, measure, and analyze customer feedback. By using such a tool, the business can make data-driven decisions based on that feedback.
Simply put, a customer feedback tool will help you understand your customers on a whole new level, empowering you to make decisions that you know in advance your users will love.
Why is Collecting Customer Feedback Important?
Why is water wet?
The answer should be obvious. Collecting customer feedback has a number of beneficial outcomes for your company.
Here’s just a few of the reasons why it’s essential:
- You can build a better user experience
- You can enhance customer satisfaction
- You can increase customer loyalty
- You can identify trends and patterns among your customers
- You can identify issues and address them promptly
- You can gain a competitive advantage
- You can boost your brand reputation
- You can gain insights into new markets
- You can improve your product or service
- You can make data-driven decisions by utilizing customer feedback tools
All of these steps will help you eventually increase revenue, while maximizing your relationship with your customer.
There’s no doubt that collecting customer feedback is vital to your business strategy. What you should now be wondering is: what customer feedback tools can I use to help my business receive these benefits?
Well, my dear friend, you’ve come to the right place.
Customer Feedback Tools for Evaluating Websites
Hotjar
Taking a visual approach to customer feedback, Hotjar is a world renowned customer feedback tool that’s built with marketers, product managers, and UX designers in mind. This all-in-one powerhouse of a tool visualizes your customers’ behavioral trends so that you can understand what they need and act upon it – fast.
By using a variety of heatmaps which indicate where users click, scroll, or move on your website or app, Hotjar lets you know exactly what your users are up to with hard evidence. They’ll let you know where visitors are dropping off and, in doing so, help you reduce your bounce rate.
Hotjar has a super simple free plan that can be a good way to get used to the software, but if you’re looking for more features, the paid plans start at $32 per month and scale depending on your requirements.
Marker
Marker.io offers to collect live website feedback from teams, clients, and users. Used by industry giants like The Washington Post, Vimeo, and Fujitsu, Marker attempts to explain necessary changes to your site with visual annotations and a variety of markup tools.
It integrates seamlessly with dozens of work-related tools and is great for enhancing collaboration with stakeholders. By adding widgets to your site for developers, you can easily report bugs through the use of screenshots and annotation tools.
Starting at $39 per month, Marker’s plans go up to $159 per month depending on what you need. All plans come with a 15-day free trial, no card required.
Survicate
Survicate encourages you to set up surveys and gather insights forever. A great client feedback software, Survicate helps you avoid the guesswork by showing you exactly what to do next to please your customers.
Survicate promises that by asking for feedback at every step of the user journey, you can turn more leads into loyal customers. It helps you understand user sentiment about your website and create accurate marketing personas to satisfy your audiences’ exact needs.
Survicate also has the added bonus of having an average survey response rate of 30% compared to other tools’ 5%.
The initial plan for Survicate starts at $89 per month and allows for 3 active surveys.
Customer Feedback Tools for User Experience Insights
Maze
Maze understands that good products are built on good habits. That’s why it intends to make the product discovery phase endless. One of its big draws is that it tries to promote collaboration and make it easy for your entire team to participate in collecting, consuming, and actioning customer feedback.
Trusted by giant brands like Uber, Glovo, and Rappi, Maze is one of the best customer feedback analysis tools for UX insights in the app world. It allows you to test prototypes and send targeted research campaigns to a tailored audience, all while working flawlessly with design tools like Figma and Adobe XD.
For individuals and small teams looking at light research, there’s a free plan they can use. However, for product pros, plans start at $75 per month, billed annually.
tl;dv
tl;dv firmly believes that customer feedback doesn’t end with surveys or usability testing. No, no, no. tl;dv is a remote UX research tool that helps unveil valuable UX insights through user interviews. Discover what motivates your customers to use your product, their impression of your brand, the pain points they have experienced using your product, and which features they would like to see added in the future. All this directly from the voice of the customer.
By allowing you to record and transcribe virtual meetings (for free!), tl;dv enables you to rewatch important moments from user interviews. This is made even easier by the ability to edit, cut, and create highlights or reels from your user interviews, as well as making timestamps so that you can jump to specific moments with the click of a button. You can even tag colleagues directly at important moments so that they can jump straight to the insights from their email.
Easily shareable with a hyperlink, and integrated directly with Slack, Notion, Hubspot, Salesforce, and other tools, tl;dv makes it easy for you to share user insights directly with stakeholders, including them in the all-important user research so you can collectively make data-driven decisions.
The best thing? All of tl;dv’s critical features are completely free forever.
Free Plan Features
- Unlimited recordings
- Record Google Meet and Zoom
- Transcribe Google Meets and Zoom calls
- Transcribe in 20+ languages
- Set timestamps and highlights
- Create and share clips
- Set recording automations
The Pro plan offers more integrations, analytics, downloadable recordings, customizable share settings, as well as priority customer support. Check out the Pro plan features in depth here.
Client Feedback Tools for Agencies
Ziflow
Specializing in fast, creative feedback, Ziflow accelerates your team’s creative workflow to get from design to decision more effectively than ever before. Ziflow helps you automate the “four C’s” of your creative workflow:
- Content
- Collaboration
- Compliance
- Connectivity
Ziflow has some special statistics that it claims to provide. For example, it claims to reduce time spent managing the review and approval process of creative content by 59%! It also claims to speed up the time in which creative projects are completed by 56%.
As most of Ziflow’s perks center around speed, it’s one of the best customer feedback tools to have under your belt if you’re looking to save time and maintain the same amount of work.
With a 14-day free trial to test out the customer feedback software, Ziflow’s first paid plan starts at $40 per seat per month. There’s also a “free forever” plan which could be great if you’re just getting started.
Filestage
Dubbed as the “review and approval platform that runs itself”, Filestage allows you to share any content, set your due dates, then let the feedback come to you, freeing you up to focus on what you do best.
By creating a project in Filestage, you can assign review tasks in Asana and send nudges on Slack all without lifting a finger due to its nifty integrations. Essentially, Filestage is a one-stop online proofing software that will help you hit your deadline by double checking everything for you.
Filestage has a pretty decent free plan: 2 active projects, 2gb of storage, and unlimited files. For an increase in projects and storage, however, you’ll be charged $49 per month. For extra features, the Professional plan will set you back $249 per month.
tl;dv
tl;dv is here again, that sexy ol’ beast. While tools that collect data on user behavior are great, this quantitative research often doesn’t tell the whole story. The most valuable client feedback tool is one that allows you to interview your customers directly, which is why you need a free behemoth like tl;dv to help you capture and share their voices. tl;dv unlocks true insights and emotional evidence that can inform strategy and drive decision-making.
tl;dv’s powerful AI summarizes meetings and user interviews, leaving you with action points to think about. It can also automatically make notes as the meeting progresses, highlighting crucial insights on the go. Of course, you’re welcome to add manual notes too so you can get the best of both worlds.
As mentioned earlier, the vast majority of tl;dv’s features are completely free! For some kickass integrations and other valuable benefits, you’ll pay just $20 per month per recording user.
Customer Feedback Analysis Tools for UGC (User Generated Content)
Hootsuite
An expert in all things social media, Hootsuite has a brand new feature that helps you discover what’s trending in your niche so that you can take advantage of it. While it can also help with planning posts and scheduling stories, Hootsuite is a powerful customer analytics tool for those specializing in social media.
Its social media analytics help you track metrics across all your networks in one place. It encourages you to see what’s working, improve what’s not, and get clear results. Using its suite of knowledge, it helps you recreate what works so that your product goes viral. It has the data to skip the guesswork and show you exactly when to post to stay ahead of the competition.
There’s a 30-day trial for Hootsuite to see if it suits your company. After that, you’ll be charged $99 per month for the standard Professional plan. In the Enterprise plan, you could end up paying 4-figures per month.
Wonderflow
Wonderflow turns the voice of the customer into value. Its predictive AI makes sense of all types of customer feedback to help you win big in competitive markets. Whether it’s online reviews, support center records, or NPS, Wonderflow unifies data and gets granular so that you can make simple and decisive actions.
Wonderflow can not only analyze millions of customer reviews with its top-of-the-range AI, but it can do so in seconds. It aggregates data from a variety of sources, including private and public feedback, and then uses it to make clear recommendations on what to improve. If you have lots of ratings and reviews that you want to make use of, that’s Wonderflow’s bread and butter.
With no option for pricing, Wonderflow is difficult to give a quote for. You can call them directly, which seems like a tiresome and unnecessary burden, or you can request a demo.
Customer Feedback Collection Tools for Any Kind of Business
Mopinion
Despite what you might think, Mopinion is not a software for your opinion on mops. It’s actually an all-in-one user feedback software to help you create a seamless digital experience.
Mopinion gives you a fresh perspective on the online journey, with actionable insights into the motivation behind customer behavior on your digital channels. You can use it for websites, apps, and even email marketing. It provides you with various templates to create surveys in locations where users are more likely to participate.
The forms themselves are expertly designed for every touchpoint. It’s even used to improve the customer experience of huge industry names like KLM and TUI. It has tons of integrations and can be used to radically improve your user experience.
With a 14 day free-trial, you can try Mopinion before committing to the $275 per month fee.
SurveyMonkey
Another one of the top customer feedback collection tools, SurveyMonkey claims to have 20 million questions answered daily. That’s a lot of questions…
It helps you nail down your target audience and choose from hundreds of professional templates that cater to specific niches. You can use its survey builder to create your own specific survey if you prefer, then seamlessly share it across multiple channels.
The most basic team plan is around $20 per user per month, with a minimum of 3 users. There’s a lot that the plan comes with, but there’s a whole bunch of higher end plans too.
Qualtrics
Recently acquiring Calabridge, a SaaS for analyzing customer feedback, Qualtrics has become the self-confessed “ultimate platform for collecting, understanding, and taking action on all forms of experience data”. The Qualtrics XM platform allows you to understand what people are saying about your company, wherever they’re saying it. Its powerful AI understands the emotion, effort, and intent of your customers, allowing you to take decisive action based on its findings.
Qualtrics empowers you to design hyper-personalized customer and employee experiences by building a deeper understanding of each individual customer or employee. You can tackle product issues head on by pulling in customer feedback from social media posts, product reviews, support conversations, and much more.
The basic cost of Qualtrics is around $1,500 per year, but they offer a free trial so you can test it out and see how it works for your business.
Survey Tools for Voice of the Customer Feedback
NiceReply
The voice of the customer is critical to improving your business, and NiceReply knows this. It claims to be the effortless way to champion customer experience. It collects immediate feedback by using simple one-click survey forms to increase the volume of insights you receive. Set it up once and collect forever.
Simplicity is key for NiceReply. While it offers a variety of survey distribution channels, as well as tons of different survey types, the real joy of NiceReply is that once you’ve set it up, you don’t have to do anything. It’s all automated.
It also provides tips on how to deal with common pitfalls when it comes to surveys, for example:
- Not receiving enough feedback
- Not receiving relevant feedback
- Getting feedback too late to fix things
Its wide variety of survey options make NiceReply one of the best customer feedback tools you could wish for. The starter plan will set you back $59 per month, while you’ll need to double it for the next plan up, and double it again for the one after that. Depending on how many responses and users you want, NiceReply can end up costing more than $359 per month.
Idiomatic
Idiomatic is an AI-driven customer intelligence platform. It identifies customer issues that:
- cost the most time or money
- could be solved with automation or chatbot
- will have the highest ROI from investing in better workflows / self-service
After working with Idiomatic, companies have reported a 250% increase in product satisfaction, a 49% decrease in complaints, and a 40% reduction in top customer issues.
Idiomatic aims to make you act with confidence to eliminate pain points and create loyal, lifelong customers. It does this by unlocking the “why” behind your customer feedback with world-class AI that’s customized for your business.
Sound like something you’d be interested in? The cheapest plan will set you back 5-figures per year, and if you want any extra features you’ll have to contact them directly. It may be expensive, but it has proven results.
Kapiche
Kapiche allows you to ingest and analyze your mountains of customer feedback data in minutes. You can generate deep insights quickly without any set up or coding required. Just simple, fast insights.
Kapiche is best for those who have already amassed a wealth of customer data, but simply don’t know how to sift through it all and make sense of it. It bestows upon you the gift of a central platform to which you can feed all your customer insights, so that it can quickly combine data from a variety of sources and provide rich, actionable insights.
Kapiche is all about saving time and even lets you try it for free so you can see exactly what’s what. It guarantees a product up-time of 99.9% and it aims to get you insights 30x faster, but in doing so, it’ll set you back a cool $2650 per month.
Choose the Customer Feedback Tool That Suits Your Business
An obvious rule of thumb is to choose a customer feedback tool that suits you. If your users aren’t doing surveys, you can instantly rule out Survicate, NiceReply and SurveyMonkey, for example. You’ll have to find what works for your company, and more importantly, your customers.
By talking with them directly, you can find out exactly what motivates them to use your product and then build on that. It could be possible that you select multiple customer feedback tools to cover the broadest spectrum possible. If you have the budget for it, and the desire to enhance user experience tenfold, then it’s a damn good solution.
Whatever you choose to do. good luck with your business in the future!
