Customer feedback tools make it easier to collect, sort, and analyze data. Even in the early days when companies used the post or snail mail asking the population for their thoughts, customer feedback was a priority. Show How times have changed with the arrival of the internet! Now, businesses have a vast range of online survey options to choose from while looking for the best customer feedback tool and software for their needs to the proverbial ‘T.’ This blog lists and categorizes the top customer feedback tools in the market. Most of the top tools can fit into more than one of these categories as it makes sense for the companies creating client feedback tools to provide a wide range of features. But first, we need to look at the factors that deem collecting customer feedback indispensable for every business in this age. Top Customer Feedback Software & Tools in 2022Voice of the Customer (VoC) & Feedback toolsVoice of Customer tools let you make well-informed product decisions by gathering, sorting, and analyzing customer feedback, ideally using advanced software. Some of the Voice of Customer tools specialize in customer experience management (CXM), while others are generic feedback gathering platforms. Choose the right tool for you by looking at the features you need (social media feedback, prototype feedback, free-form response analysis, etc. 1. QualarooQualaroo is the best customer feedback tool due to its feature-rich and customizable templates and versatile abilities. Its proprietary survey widget is called Nudge™ and offers a subtle way to ask the right question to the right user at the right time. You can create different types of surveys like NPS, CSAT, UES, CES, etc using Qualaroo templates easily that’s what makes it the best customer feedback software. With feature-rich & customizable templates that guarantee high response rates, advanced targeting mechanisms, and easy survey setups, Qualaroo has gained a solid reputation as a customer and product feedback tool. Its Artificial Intelligence-based Sentiment Analysis is powered by IBM Watson’s Natural Language Processing capabilities and makes feedback analysis a breeze. Choose it for: Intuitive reporting, pop-up surveys, advanced targeting, multiple survey types. Suitable for: Medium to large businesses. Features:
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Price: $ 0.0008 Tracked Pageview/mo with a 15-day free trial. 2. FeedierFeedier (IXM) is an experience management solution and one of the best customer feedback solutions, which lets you easily listen to the Voice of the Customers and examine it in real-time through different channels and features such as NPS, data correlation, and text analysis based on automation. Choose it for: Communication Management, anonymous feedback. Suitable for: Small to large businesses. Features:
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Price: Available on request. Related Read: 10 Best Exit-Intent Popup Tools to Increase Customer Retention 3. InMomentInMoment is an amazing feedback analysis tool that aims to bring positive results for companies and find solutions to optimize their customers’ experience with a CX management solution. Its cloud-native XI Platform has three types of clouds: Customer Experience Cloud, Employee Experience Cloud, and Market Experience Cloud. Choose it for: Market research, customer feedback analysis. Suitable for: Medium to large businesses. Features:
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Price: Available on request. 4. ClarabridgeClarabridge solutions are purpose-built for customer experience, drawing actionable insights from every customer interaction in one platform. Clarabridge for Customer Experience provides interactive tools for gathering customer feedback. Clarabridge Engage connects with customers where they are and provide superior customer experiences through conversation analytics and engagement software. Clarabridge solutions are purpose-built for customer experience, drawing actionable insights from every customer interaction in one platform. Clarabridge for customer experience offers interactive tools for gathering customer feedback. Choose it for: Text analytics, real-time service alerts, natural language processing. Suitable for: Small to large businesses. Features:
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Price: Available on request. Related Read: Best Lead Generation Software in 2022 5. QualtricsQualtrics, an experience management, and customer feedback software, automatically shows recommended actions to the people in the best position to make changes, helping organizations drive continuous improvement. You can collect feedback using this client feedback software at every meaningful touchpoint and instantly analyze their comments. Choose it for: Collecting real-time feedback, multi-channel survey deployment, predictive intelligence analysis. Suitable for: Small to large businesses. Features:
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Price: Available on request. Related Read: 11 Best Qualtrics Alternatives 6. FeedbackifyWith Feedbackify, you can start an instant feedback process for your site visitors with no registration required, leading to vastly lower feedback drop-out. This customer feedback tool offers features that offer private conversations between customers and companies to protect both the brand and customers’ privacy. Choose it for: Feedback collection and deployment. Suitable for: Small to medium businesses. Features:
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Price: Starts from $19/month. 7. Verint Foresee (formerly Verint ForeSee)Now known as Verint Predictive Experience, ForeSee is a Voice of Customer solution that helps you collect feedback from different platforms, such as mobile apps, websites, and on-location. Using Artificial Intelligence capabilities, users can draw strategic insights that help align and strategize CX goals. Choose it for: Experience management, Workforce management, Feedback collection. Suitable for: Mid to large businesses. Features:
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Price: Available on request. 8. OpinionlabOpinionLab works on the concept that you should listen to customers but pay more attention to reacting quickly to their feedback. Many industry-leading brands trust OpinionLab to optimize customer experience (CX) and drive engagement across channels. In 2016, OpinionLab joined forces with Verint to create the broad Voice of Customer solution. Choose it for: Customer experience management. Suitable for: Small to large businesses. Features:
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Price: Available on request. 9. UsabillaUsabilla is another one of the top customer feedback management platforms that helps brands become customer-centric with better digital experiences. Usabilla helps gather customer feedback and comes with a feedback button that you can place on the pages of your website, mobile app, or even the entire website. Choose it for: Collecting real-time feedback and multi-channel survey deployment. Suitable for: Small to large businesses. Features:
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Price: Start at $49/month. 10. WootricWootric is a customer experience (CX) management system that helps gather feedback over the customer journey, analyze large-scale data, or drive growth and increase revenue. Lots of feedback comes in from all kinds of channels–surveys, support tickets, online reviews, employee engagement data–making it tough to see the big picture. Choose it for: Basic feedback analysis with Machine Learning, Multi-channel survey deployment. Suitable for: Medium to large businesses. Features:
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Price: Starts from $99/month. Online survey tools let you ask the right questions and get relevant in-context answers through unobtrusive questions. A thorough analysis of these answers reveals insights into website visitor intentions and consumer behavior. On-page popup surveys are one of the most common types of customer feedback online surveys used to collect insights. The better your online surveys merge with your website, the more delighted your customers are likely to be while providing feedback, thus improving response rates. 11. ProProfs Survey MakerProProfs Survey Maker is a versatile and easy-to-use survey tool made for marketers, event planners, educators, and businesses. Its drag-and-drop user interface (UI) is used for making surveys that collect customer feedback, conduct marketing research, measure students’ performances, and achieve various goals. The tool can be integrated with another powerful tool- ProProfs Help Desk, letting you track all incoming customer issues and better analyze customer pain points. Choose it for: Survey deployment, Multiple survey types. Suitable for: Small to large businesses. Features:
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Price: Starts from $50/month. 12. TypeformTypeform, a customer feedback management platform, merges design and functionality. It lets you ask users one question at a time, making it seem like a real conversation! On the technical side, it is a simple web-based software you can use for creating surveys or apps without writing any code. This combination of low technology on the front-facing side with sturdy backend results in high completion rates. Choose it for: Multi-platform survey deployment, conducting multi-channel surveys. Suitable for: Small to large businesses. Features:
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Price: Starts from $25/month. Related Read: 12 Best Typeform Alternatives to Check-in 2022 13. SurvicateSurvicate is a robust feedback survey and management software that enables companies to collect more customer insights and deliver a better customer experience. This customer feedback tool offers website, web app, in-product (in-app) surveys, email and link surveys, and mobile app surveys for Android and iOS. Survicate also offers two standalone products:
Choose it for: Collecting real-time feedback, predictive intelligence analysis, and multi-channel survey deployment. Suitable for: Small to large businesses. Features:
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Price: Starts at $89/month. Related Read: Best Survicate Alternatives in 2022 14. SurveyMonkeySurveyMonkey builds new ways for people to share their voices and opinions. They combined an enterprise-grade platform with a suite of specialized market research and customer experience solutions and numerous business-critical integrations. Its products are designed to put the power of feedback in the hands of organizations of all sizes. Choose it for: Conducting multi-channel survey, employee feedback management, market research, user research. Suitable for: Small to large businesses. Features:
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Price: Starts from $31/month. Related Read: 15 Best SurveyMonkey Alternatives & Competitors in 2022 15. SurveygizmoAlchemer has one advantage: its low-code design and architecture run a cloud-based integrated customer feedback platform. It combines the best survey software technology with ease of use. The integrations with other systems are quick and automated to put feedback at the forefront. Choose it for: Survey customization, reporting, survey management, and mobile surveys. Suitable for: Medium to large businesses. Features:
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Cons: Price: Available on request. 16. CrowdsignalFormerly known as PollDaddy, Crowdsignal is a feedback management tool that can create surveys and polls for your website, blog, and social network profiles. Crowdsignal polls are simple and flexible, letting you customize their styles to match your website social networking profile or email campaign and find out what your visitors are thinking today. Choose it for: Design polls and surveys for different platforms. Suitable for: Small to large businesses. Features:
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Price: Starts from $25/month. 17. NicereplyNicereply is a commonly employed customer feedback software service that measures service quality. You can measure the usual metrics like CSAT, NPS, and CES 2.0 per agent, team, or company-wide, and then check the data in the support software you use through integrations. NiceReply has claimed that you get three times more feedback even as you send fewer emails. We don’t know about that, but you can track KPIs and generate reports with their tools. Choose it for: CSAT, NPS, CES surveys. Suitable for: Small to Large businesses. Features:
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Price: Starts from $49/month. Bonus Read: 30 Best Website Feedback Tools 18. PicreelPicreel is a conversion pop-ups and feedback collection tool that is feature-rich as it lets you create custom pop-up surveys and supports multiple integrations. The pop-up tool is very easy to set up and comes with 100+ pop-up templates, valuable for marketing, sales, and lead generation processes. Choose it for: Exit-intent pop-ups, customized survey pop-ups. Suitable for: Small to large organizations. Features:
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Price: Starts from $14/month. 19. UserbrainNot your typical survey tool, Userbrain also offers testers to businesses to collect in-depth customer insights. The customer feedback tool lets you create surveys and helps create user tests. It enables testers to record videos, capture screens, and enable users to share experiences via audio comments on the product. Choose it for: Real-time reporting, feedback management, sentiment analysis. Suitable for: Small to large businesses. Features:
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Price: Starts from $69/month/tester. 20. LoopSurveyLoopSurvey is a real-time product feedback tool that lets companies gather quick customer responses. It comes with many features that add value to your feedback collection process. Choose it for: Mobile surveys and branded surveys. Suitable for: Small to Mid-sized businesses. Features:
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Price: Starts from $199/per year. 21. RefinerRefiner.io is one of the excellent feedback tools for data management and collecting rich customer insights. Its features ensure you have successful survey campaigns. Refiner.io is an excellent option to conduct contextual feedback and market research. Choose it for: Multi-channel survey deployment and feedback hub. Suitable for: Small to medium-sized business. Features:
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Price: Starts at $49/month. By integrating customer feedback platforms and visual feedback tools that record heatmaps, user actions, on-page, and on-site customer behavior, you get a deeper understanding of how to improve user experience (UX). Since the actual activities performed are recorded in real-time, you can see how and where users hesitate or face difficulties in doing activities on your website. From this data, you can find out what is working and what isn’t and then fix the identified issues. 22. MopinionMopinion is a feedback management tool that offers customer feedback analytics software for websites and apps. The Mopinion platform has been developed for analyzing large amounts of customer feedback data from digital channels. Choose it for: Conducting the multi-channel survey, Multi-channel data collection, and Text Analysis. Suitable for: Small to medium-sized business. Features:
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Price: Starts from $229/month. 23. UsersnapUsersnap is best-seller software known as the visual ‘Bug Tracking and Feedback Tool,’ employed by web developers, designers, and customer care managers. It lets you act on the voice of customers by enabling screen captures, surveys and feature requests. Choose it for: In-product feedback, customer satisfaction measurement, In-app forms. Suitable for: Small to mid-sized businesses. Features:
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Price: Starts from $9/month. 24. DebugMeDebugMe is a visual feedback collection tool that offers issue tracking & project management solutions to save time and reduce frustration for everyone during a website project. Their tool is all about adding value to your development workflow. DebugMe is a visual debugging solution that saves time and frustration for customers, designers, testers, and web developers. Choose it for: Task management, ticket management. Suitable for: Small to mid-sized businesses. Features:
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Price: Starts from $16/month. 25. HelioHelio is a survey platform for asking design, product, and marketing questions. It provides qualitative and quantitative answers from general audiences or your customers. Its advanced behavior filters reach a unique audience in minutes to give a clear understanding of the overall customer experience. Choose it for: Testing prototypes and creating feedback loops Suitable for: Medium to large businesses Features:
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Price: Available on request 26. BugherdBugHerd claims to be the easiest way to collect, organize, and act on client feedback. It’s just like using a sticky note on a webpage to collect visual feedback. The BugHerd browser extension and sidebar can send complete and contextual info from the feedback or bug submitted (including screenshots). Choose it for: Collecting, organizing, and acting on website feedback Suitable for: Small to medium businesses Features:
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Price: Starts at $39/month 27. Saber FeedbackSaber Feedback is a feedback button you can add to any website. It lets your users ask questions and report errors from anywhere on your website. Best of all, users can annotate feedback reports with screenshots that highlight the problems they are reporting. You can use these feedback reports and screenshots to improve your product. It integrates with many popular project management tools, so issue reports automatically become issues, tasks, or stories. Choose it for: Collaborating with participants to debug products Suitable for: Small to medium businesses Features:
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Price: Starts at $39/month Community feedback tools let you manage large amounts of social media and crowd-generated feedback. These feedback collection tools help you make sense of unorganized and mostly free-form unsolicited comments and posts from Twitter, Instagram, Facebook, Snapchat, TikTok, etc. Also, they usually help you manage all your social media channels in one place. One of the essential things to keep in mind while choosing a community feedback platform is the availability of an in-built feedback analysis tool or engine. So, here are our top picks for the best customer feedback tools for crowdsourcing ideas and engaging with your online community.: 28. UserReportUserReport measures usability and shows where different kinds of visitors click on your website. It is one of the best customer feedback solutions that lets users voice their ideas on how to improve your website through feedback forums. You can track and record your visitors’ demographic information to better understand your customer segments. Choose it for: Feedback Widget, survey widget Suitable for: Small to large businesses Features
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Price: Contact for a quote 29. IdeaScaleIdeaScale is a cloud-based product feedback tool licensed as an innovation management platform. It relies heavily on crowdsourcing principles and practices. It’s a great customer feedback management platform to build living/breathing Digg-style communities. You can grow your online community and encourage them to contribute towards product development using the online feedback forum. Choose it for: Feedback boards, crowdsourcing ideas Suitable for: Small to big businesses Features
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Price: Contact for quote 30. GetSatisfactionGet Satisfaction is a customer engagement platform that helps companies build better relationships with their customers and prospects. It is a customer community software platform for technical support based in San Francisco, California. It is a customer satisfaction tool that assists midsize to large firms with community management, customer engagement, and feedback analysis. 31. UserEchoUserEcho lets you crowdsource ideas and provide customer support at the same time. It includes a feedback forum, a Helpdesk, a Knowledge Base, and an Online Chat widget. The system provides an intelligent search engine that offers the user already prepared answers from the vast community-generated Knowledge Base. Choose it for: Knowledge Base, feedback Portal, ticket system, live-chat Suitable for: Small to large business Features
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Price: Starts at $19/month per user, billed annually 32. UseResponseUseResponse is a customer support solution and feedback management tool that uses the cloud to provide complete CRM solutions. It organizes user feedback tools around your customer support channels to capture highly targeted insights. The platform is available as both a self-hosted solution and a cloud-based option. Choose it for: Feedback portal, live chat, knowledge base, ticket system Suitable for: Small to large businesses Features
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Price: Starts at $1490 per year The Net Promoter Score Survey is a standardized metric worldwide to gauge long-term customer loyalty. That’s why, it is essential to discuss user feedback tools that handle NPS surveys perfectly. These customer feedback solutions handle NPS score collection and provide real-time visual insights into changing scores so you can close the feedback loop quickly. 33. ProProfs NPSProProfs NPS is an easy-to-use net promoter score software that helps you track and monitor customer loyalty. 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. Choose it for: NPS surveys, presentation-ready data reports Suitable for: Small to big businesses Features
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Price: Starts at $25/month billed annually 34. CustomerSureCustomerSure tries to give its clients a method to connect their customers’ feedback and their companies’ bottom lines. It’s a perfect feedback collection tool for NPS, CES, and CSAT surveys. Their consultants and technical support also lend a hand in making your business measure customer loyalty accurately. Choose it for: NPS, CSAT, and CES surveys Suitable for: Medium to big businesses Features
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Price: Starts at €199/month 35. AskNicelyAskNicely helps businesses measure customer happiness by collecting feedback based on the NPS framework prompting businesses to take immediate action. It’s one of the best customer feedback tools for NPS at an affordable price to increase customer retention and referrals for revenue expansion. Choose it for: Outbound surveys, employee performance tracking, survey cards, message center Suitable for: Small businesses Features
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Price: Contact for quote 35. PodiumPodium is a complete customer feedback management platform that lets you collect customer feedback online and offline using SMS campaigns. The tool is centered around convenience for customers and helping business owners respond effectively to customers. That’s why it also features a unified inbox to manage conversations across multiple channels from a single dashboard. Choose it for: Centralized inbox, survey and rating invites, Podium app, WebChat widget for website Suitable for: Small to large businesses Features
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Price: Contact for quote Related Read: Best Net Promoter Score (NPS ) Software & Survey Tools 36. SatisMeterWhat makes Satismeter one of the best NPS and customer feedback tools is its in-built features to collect insights across multiple touchpoints. The data is collected under one dashboard to help you close the feedback loop quickly. It’s highly affordable and easy to use so that you can set up your survey campaign in hours. Choose it for: Multi-channel survey deployment Suitable for: Individuals, small to medium businesses Features
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Price Starts at $49/month 37. RetentlyRetently combines the customer feedback tool and experience management platform into one to empower customer success teams. You can capture in-the-moment feedback with NPS, CSAT, and CES surveys to understand users’ journeys. And with its integrated advanced feedback analysis tools, you can identify and close critical feedback loops in time to drive seamless experiences. Choose it for: NPS, CSAT, and CES surveys Suitable for: Small to big businesses Features
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Price: Starts at $50/month billed annually 38. SoGoSurveySoGoSurvey gives you a complete feedback collection tool to gather 360-degree employee feedback and targeted customer insights. The platform comes with a user-friendly interface, advanced analytics, practically no learning curve so you can make the most out of your survey campaigns. This user feedback tool helps you focus on closing the loop quickly rather than manually uncovering the insights. Choose it for: NPS and other survey types Suitable for: Small to big businesses Features
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Price: Starts at $25/month 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. 39. TrustPilotTrustpilot is a Danish consumer review website founded in Denmark in 2007, which hosts reviews of businesses worldwide. Nearly 1 million new reviews are posted on it each month. The site offers freemium services to businesses. Choose it for: Gather online reviews, build website credibility Suitable for: Small to big businesses Features
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Price: Starts at $200/month. Free plan is also available. 40. KiyOhKiyOh is one of the most trusted user feedback tools that carry out independent assessments to ask your customers about their opinions regarding your online real estate, like your website, app, or mobile platform. It’s their way of increasing customer confidence in your brand by showcasing active customer reviews on your online platforms. It also helps you with SEO to get higher ranks for your website in search engine result pages (SERPs). Choose it for: Collect and publish verified reviews Suitable for: Small to medium businesses Features
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Price: Starts at €24.95/month 41. FeefoFeefo takes great pride in helping its users build the best customer experience they can. Feefo connects them directly with their customers to gather authentic reviews. Real feedback means real insight, and Feefo gives clients the tools to establish stronger customer relations and make better-informed business decisions. Choose it for: Review collection Suitable for: Small to medium businesses Features
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Price: Starts at €79 per month 42. ReeVooReeVoo has developed a ‘smart’ feedback collection tool that collects customer stories, user reviews, and more of such relevant content for businesses. ReeVoo claims that its software gathers at least one new story or response from real consumers every three seconds, which is quite an impressive start to quote. It’s among the best customer feedback tools that give potential buyers insights into others’ experiences to help them make buying decisions. Choose it for: Collect reviews, user-generated content Suitable for: Small to big businesses Features
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Price: Contact for quote 43. BazaarvoiceBazaarvoice provides an intuitive customer feedback management platform that lets 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. Choose it for: User-generated content Suitable for: Small to big businesses Features
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Price: Contact for quote 44. BirdeyeBirdeye provides a one-stop solution to create user-generated content, run surveys, earn referrals, and more to boost conversions and lead generations. You can create listings on multiple platforms and track your ratings across hundreds of locations from the same tool. Plus, with target surveys, you can collect real-time customer feedback to optimize their experience. Choose it for UGC, reviews, referral, surveys, customer support Suitable for: Small to big businesses Features
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Price: Contact for quote 45. FeedCheckFeedCheck brings customer reviews and ratings from all over the internet to a single dashboard. You can analyze reviews across various product listings to gauge the perception of your products in customers’ minds. Choose it for: Customer reviews Suitable for: Small to big businesses Features
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Price: Starts at $129/month 46. NiceJobNiceJob lets you collect and manage reviews from over 10+ channels to boost your online reputation. Its AI-based engine automatically manages social media engagement to show your reviews and user stories to the right people and increase sales. Its ease of setup and use makes it a perfect website feedback tool for any business. Choose it for Online reviews, microsite, social proofs Suitable for: Small to big businesses Features
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Price: Starts at $75/month 47. ReputationReputation is another online reputation management tool that lets you transform the reviews, user stories, and listings into brand-building elements to bring new customers. From product listings on multiple websites to survey feedback, you can do all this and more with the same platform. Choose it for: Listing management, reviews, surveys Suitable for: Small to big businesses Features
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Price: Contact for quote 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 go for your final version. 48. HotjarHotjar 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. Choose it for: Discovering, consolidating, and communicating user needs Suitable for: Medium to large businesses Features:
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Price: Starts at $31/month 49. MouseflowMouseflow records an anonymized recording of user activity for every website visitor, “just like CCTV.” It can show you every click, mouse movement, scroll, and more. 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. Choose it for: Identifying pain points and boosting conversions Suitable for: Medium to large businesses Features:
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Price: Starts at $24/month 50. FreshmarketerFreshmarketer (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. Choose it for: Personalizing messages through marketing automation Suitable for: Small to large businesses Features:
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Price: Starts at $19/month 51. CrazyEggCrazy Egg records the entire user session of a website visitor so that businesses can understand general patterns of how people browse their site or investigate a particular point in the buyer’s journey where people are dropping off by seeing (in real-time or later) how people are interacting with their product or checkout pages. Choose it for: Testing new ideas and implementing website optimizations Suitable for: Medium to large businesses Features:
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Price: Starts at $24/month 52. FullStoryFullStory 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. Choose it for: Delivering better digital experience through user data Suitable for: Medium to large businesse Features:
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Price: Available on request Social feedback tools are slightly different from run-of-the-mill customer feedback tools because they are mainly used to track user feedback through a social media ‘listening’ feature that helps brands understand how their users/customers are talking about them on social media platforms. This proactive approach lets you manage instances of customer dissatisfaction hurting your brand – especially if it becomes viral on social media 53. SprinklrSprinklr claims to offer the world’s most complete enterprise Social Media Management System (SMMS) through the cloud, purpose-built to help large brands create, manage, and optimize valuable social experiences that customers will love across 20+ social channels and brand websites. Choose it for: Creating insight-driven strategies to deliver a better customer experience. Suitable for: Medium to large businesses Features:
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Price: Available on request 54. Brand24Brand24 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 and monitors hashtag performance. Moreover, its AI-driven sentiment analysis helps protect brand reputation, find marketing insights, and improve customer service. Choose it for: Getting instant access to social mentions and tracking competitions. Suitable for: Small to medium businesses Features:
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Price: Starts at $49/month 55. HubSpotHubSpot 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, content management, and web analytics. HubSpot also integrates well with Salesforce, NetSuite, SugarCRM, Microsoft Dynamics CRM, and other related software. Choose it for: Data enrichment and managing all the forms in a single system. Suitable for: Medium to large businesses Features:
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Price: Starts at $45/month 56. HootsuiteHootsuite 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. Choose it for: Scheduling posts across all social networks and saving loads of time. Suitable for: Medium to large businesses Features:
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Price: Starts at $49/month 57. Sprout SocialAccording 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. Choose it for: Usability and customer support and satisfaction through social media management. Suitable for: Medium to large businesses Features:
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Price: Starts at $99/month 58. AgorapulseAgorapulse is a popular social media management tool that lets businesses manage their social media messages, schedule and publish content, identify key influencers and create insightful reports. It offers a unique social inbox system that lets social media managers prioritize and respond to all queries, communication, and complaints from customers. It even integrates with popular social media platforms for posting across them. Choose it for: Managing and organizing social media inboxes and collaborating with teams. Suitable for: Small to medium businesses Features:
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Price: Starts at $99/month 59. BrandMentionsBrandMentions is a social media monitoring tool that helps businesses manage brand reputation, analyze competition, and more. It searches for all the digital corners of the mentions of your brand or a relevant keyword for your business. BrandMentions offers the most effective way of monitoring your brand on the internet. Choose it for: Improving your market strategy based on who is talking about your brand and when Suitable for: Small to medium businesses Features:
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Price: Starts at $99/month 60. SocialBakersSocialBakers, which is now a part of Amplify, is an AI-Powered social media marketing platform for brands and agencies of all sizes. SocialBakers specializes in uncovering customer personas, leveraging advanced content intelligence, and finding the best influencers for your business. It even lets you optimize your social media management and monitor social media conversations to provide the best customer service. Choose it for: Understanding customer personas and driving business growth Suitable for: Small to large businesses Features:
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Price: Starts at $200/month Video feedback tools put you in the customer’s shoes, letting you see what they did while interacting with your product or service. This enables you to capture the user experience quite closely. To add even more value to the screen capture, you can combine this 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. 61. LoomLoom combines the expressiveness of video with the convenience of messaging. It’s an effective way of communicating with co-workers and even family. 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. Choose it for: Recording videos and collaborating with team members in a separate workspace. Suitable for: Small to large businesses Features:
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Price: Available on request 62. ScreencastifyScreencastify is a free screen recorder developed for the Chrome browser from Google. No download is required to run this screen recording tool. Users can record, edit, and share videos in seconds. Videos are automatically saved to Google Drive from where you can share these further. Companies use this video feedback tool to learn customers’ experiences with their products and improve them. Choose it for: Creating tutorials, customer support, product demo, and training videos. Suitable for: Small to medium businesses Features:
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Price: Starts at $29/year 63. CloudAppCloudApp is a screen recording and feedback software that doubles up as an image and video sharing platform for social media. It has features that support HD video, screencasts, GIFs, marked-up images, and screenshots. Its output can be used for sales and marketing on social media, product design and software development, and customer success and support. Choose it for: Unifying recording and sharing videos along with screenshotting annotations. Suitable for: Small to medium businesses Features:
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Price: Starts at $9.95/month 64. VideoPeelVideoPeel is a remote video capturing platform that lets businesses capture, analyze, respond and share videos from their customers. It helps businesses multiply the amount of their user-generated video content by almost 10 times so that they can drive over 20% plus conversions, traffic, and consumer insights. Choose it for: Remotely capturing videos and making buyer journeys more authentic. Suitable for: Small to Medium businesses Features:
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Price: Starts at $69/month 65. Verbate.co
Verbate.co is like any other customer feedback software out there, but instead of answering questions in writing, people respond on smartphone videos. It involves a global focus group of customers testing your product and giving you in-the-moment feedback from their homes and offices. Verbate also specializes in engaging team feedback and generating video content for marketing purposes. Choose it for: Creating video surveys for online research Suitable for: Small to large businesses Features:
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Price: Available on request Importance of Customer FeedbackBefore you start collecting customer feedback, it’s crucial to understand why you need to do it and what you can achieve. This way, you will have a robust strategy for collecting feedback based on a realistic goal. We can go on and on (and we have in our Voice of Customer Guide) about why customer feedback for your business is like fuel to your car, but here are some crucial points. 1. Identifies Improvement Areas in Your Products and ServicesListening to what your customers have to say about your brand and their experience with you will let you explore the areas of improvement. Sometimes, the smallest of issues unnoticed by delivery and development teams may cost businesses a lot of their customers as they hamper a smooth customer experience. In this case, it’s wise to ask the customers. Collecting their feedback about your products, services, satisfaction, and experience will help you analyze the bottlenecks customers face in their interactions with you and their pain points. Once you have an idea of those, you can create strategies and actively resolve the issues. 2. Helps Make Business Predictions and Gauge Customer SentimentKnowing how your customers feel about your products and brand gives you deeper insights if you know how to look at the data. For instance, customers’ free form responses and feedback are a great way to gauge their sentiments. Technology such as Sentiment Analysis helps analyze written feedback, highlights the ones used the most and concludes what emotions they convey. Besides this, feedback empowers you to make specific business predictions to take a proactive approach to combat obstacles. For example, through an NPS survey, if you find that 30 customers out of 100 are detractors, then you can predict the churn rate and take preventive measures. 3. Rich Source of Testimonials and ReviewsWritten customer feedback, be it in the forms of comments on social media, reviews on your website, third-party forums, or survey responses, is excellent to use as customer testimonials. It helps you encourage prospects and potential customers to purchase since no marketing is more convincing than the good old positive word-of-mouth. 4. Assists in High-Level Planning and StrategyIf you know how to gather and analyze customer insights the right way, you will be amazed at what you can do with them. Besides customer experiences and reviews, customer feedback is a rich ore of raw data waiting for you to filter out the information you need. For example, you can identify different demographics, multiple customer journeys, different use cases for your products and services, new features to introduce, new marketing channels, and a lot more. All this information is gold and valuable in creating high-level strategies and planning the best moves for your company. Features to Look for in Your Customer Feedback ToolWith so many options to choose from, we understand how confusing and overwhelming choosing just one tool can be. To help you out, we have listed some must-haves of an excellent user feedback tool. 1. Easy to UseIf a tool is difficult to use, you might as well search for a better alternative. A tool should help you collect feedback in a simple way without complicating the process. So, consider ease of use as one of the main deciding factors when choosing a feedback collection tool. Because if you find the tool hard to use, it will take you more time to learn it and then do what you are supposed to, i.e., collect the feedback. 2. Should Have Features and Functionality You NeedIf you are going to pay for user feedback tools, you might as well get the best features out there. A good tool will not just let you conduct surveys but offer different types such as popup surveys, in-app surveys, on-site surveys, and much more. Multiple types of surveys focus on different customer satisfaction metrics and let you gather different insights into your customers and their preferences, experiences, and satisfaction. 3. Integration Support with Significant CRMs and Marketing ToolsA tool becomes even more valuable for a company when it works remarkably on its own and works even better with other platforms. Integrating platforms and tools ensures smooth and streamlined workflow and data sharing. So, always look for a tool that can integrate with multiple platforms. 4. Must Support CustomizationCustomization and personalization are crucial factors for every business. It helps boost branding and showcase a unified brand image. You should customize your surveys as per your branding before deploying them on your digital assets. 5. Price Should Be Reasonable or, at the Least, Worth ItIt doesn’t make sense to pay hundreds of dollars for a tool that does not offer you everything it should according to your needs. For small and medium businesses, a reasonable price point is a deal-sealer, but for large organizations that can afford to spend more, there can be no compromise in terms of functionality. So, even if a tool is a bit expensive, make sure it’s worth what you are paying. Because in the end, even if you paid a little more than your original budget and got the best results out of it, there’s no money lost there. Armed with this knowledge, let’s now dive into the list to help you choose the best customer feedback tool that’ll give your business what it needs. Final VerdictWith this lowdown about the various categories of customer feedback tools, it will be easier for you to choose the one that best fits your business’s needs! All you need to do is choose the one that covers your overall needs in the best way keeping the pros and cons in mind and you’re all set. Qualaroo covers most aspects of what the best customer feedback software entails. No wonder then that businesses all over the world use its real-time feedback platform to gain valuable insights about their customers and prospects every day.
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