Today everything revolves around the customer. According to a study by Deloitte and Touche, companies are customer-focused60% rentablethan those who do not focus on their customers. He shows that once you put the customer at the center of your business, you are one step closer to success. And that's exactly why companies are lookingtools for thisCustomer feedbackas the basis for this success.
This article was updated in April 2021.
Deciding which tools are right for your business is still a tough call, even for digital teams. With customer feedback tools, this decision is particularly difficult. This is due to the fact that customer feedback tools are very versatile. They use different collection techniques, collect different forms of feedback, have different reporting capabilities, and provide different types of user information.
That is why in this article we have a list of six different categories ofKundenfeedback-Tools. Follow these categories and your business goals, and we hope they make it easier for you to decide which customer feedback tool to use:
- Voice of Customer (VOC) tools
- search tools
- Online assessment tools
- User testing tools
- Visual feedback tools
- Community feedback tools
Voice of Customer (VOC) tools
voc toolsthey are becoming a priority for online businesses. This is mainly due to the fact that these "voice of the customer“Tools have become a critical element in customer experience initiatives. These customer feedback tools make it easy for visitors to communicate directly about their experience and help keep your journey online. They are also great at collecting timely feedback.
Mopinion is aCustomer voice solution for digital channels, which collects and analyzes feedback from websites, mobile apps, and email campaigns in real time. Mopinion is your help to understand customers. With the easy-to-use interface, users can create, design, and configure feedback forms however they like. You can also target these feedback forms to specific groups of online visitors and gain insight into why they aren't converting. Feedback can be viewed in customizable dashboards and graphs for advanced analysis.
Going a step further, digital teams can use intelligent alerts to share these feedback items in a timely manner and take action. Mopinion offers a variety of pricing packages for today's digital enterprise.
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Feedier (IXM) is an intuitive experience management solution that enables you to listen carefully to the voice of the customer to improve the customer experience. Collect direct and indirect feedback in real time through gamified forms and analyze your data with an intuitive and visual dashboard through features such as analysis of the most used keywords in your responses, correlation matrix, user stories, NPS and much more. further.
3. Clara Bridge
Clarabridge is a customer experience management (CEM) platform that pulls data from multiple feedback sources. This data can be easily filtered on the platform, allowing users to optimize their website accordingly. This customer feedback tool has the following features: text analysis, sentiment analysis, linguistic categorization, and emotion detection.
As a drag and drop editor, Feedbackify allows users to easily create feedback forms. Installation is also very easy. All you have to do is copy and paste the code they provide into your website's HTML and you're good to go. Your visitors can leave a rating, as well as comments, including praise and suggestions. In this customer feedback tool, you can view all feedback received in real time on a dashboard and filter by categories and subcategories.
5. Temen a ForeSee
Source: Verint ForeSee
Verint ForeSee is CX management software that allows you to automatically track customer satisfaction analytics over time. The suite offers several VoC features, including customer-initiated searches, heat maps, text analysis, alerts, and product reviews. This software is great for benchmarking and competitor data.
6. Opinion Laboratory
Opinionlab is another well-known VoC platform and tool for customer feedback. It started as a company focused on website feedback, but that focus is much broader today. OpinionLab also collects feedback from additional channels, such as call centers and physical branches. Site-specific feedback may also be collected.
An alternative way to collect customer feedback is to use search tools. often in the form offeedback buttonor an email invitation, these tools have become very popular since the advent of website feedback. Some of these tools cater to specific niches, while others enhance the user experience. Once known for their tendency to ask a long list of questions, these customer feedback tools are now getting shorter, which certainly makes them less annoying for respondents.
7. Enter the form
Quelle: Typographic form
Typeform's motto is "Try to create great shapes." This customer feedback tool has an extremely user-friendly interface for writing surveys. The process upfront, to complete the survey as a respondent, also works very well. The free version, called "CORE Plan", includes several free features, such as unlimited questions and answers, data export, custom themes or a selection of templates and basic reports.
With Survicate, you can run targeted surveys in different places on your website or send email surveys to different customers. There is also a library of predefined surveys for users to choose from. In terms of analytics, this customer feedback tool has dashboard capabilities, CSV and XLS export options, and NPS analytics.
SurveyMonkey is probably one of the best known survey tools used by millions of businesses around the world. It's very flexible considering there are about 15 different types of questions (such as multiple choice, Likert scales, and open-ended comments). This customer feedback tool is perfect for one-time surveys, but this approach makes it unsuitable for measuring overall satisfaction or asking customers again after a certain period of time.
SurveyGizmo is a customer feedback tool that's very similar to SurveyMonkey (for example, invite respondents and customize the design), but SurveyGizmo is more appealing in terms of the look and feel of the survey itself. Plus, this tool makes setting up a survey quick and easy. It is offered for Team & Enterprise as well as individual users.
11. Crowd signal
Crowdsignal, formerly PollDaddy, is online survey software that allows users to take surveys in two different ways: by embedding surveys on your website or by inviting respondents via email. Once the data is collected, you can create filters to analyze and share the data in reports. This is done by exporting the raw data using programs like Excel, PDF, CSV, Google Docs, and XML. The results of these searches can be viewed in real time.
Online assessment tools
Online assessment toolsthey are a great way to build trust with your online visitors. These tools, widely used by digital marketers due to the well-known Google Stars, can have a positive effect on Google rankings. This type of customer feedback tool also influences purchasing behavior, with more than half of customers checking reviews before purchasing a product or service. However, one of the hurdles with online review tools is that all reviews (whether positive or negative) are shared publicly with your visitors.
12. Confidence Pilot
TrustPilot TrustPilot is a well-known review software used by many businesses to earn customer trust. This customer feedback tool allows users to upload their email lists into the tool and send them an email asking them to review it (this can also be set to be sent immediately after the customer makes a purchase). Reviews are submitted to search engines (eg.GoogleoBing) that upgrade your Google seller ranking, improving visibility in search engines and online ads.
In a protected environment, users can check the progress of their reviews, for example, the number of reviews collected. In this environment, you can also react to comments.
13. Kiy Oh
Those: Kiyo Oh
KiyOh is an inexpensive customer feedback tool, offering competitive pricing and similar features to more expensive alternatives like TrustPilot. This tool focuses on ratings and reviews and includes a review alert that notifies you of any new reviews you receive, good or bad. You can also use this KiyOh to respond to your customer reviews.
Feefo is a customer feedback tool that works in the same way as TrustPilot: it sends emails inviting customers to write reviews. You can customize how these comments display on your website with the following options: comment sharing view, text view, and star rating. In addition, the panel offers integration tools such as an API and aFacebook-App for social use.
In addition to the self-service tools in this overview, there are other advanced customer feedback tools, such as ReeVoo. And the important difference is that they often offer product-level reviews as well, rather than just generic online store reviews. This software runs on product pages to display various analytics at the product level. Your visitors can filter for the most relevant reviews of a product. If you still have a question about a review, you can 'Ask an Owner'.
16. Bazaar voice
Oh ciudad natal: Bazaarvoice
Bazaarvoice Conversations is one of the applications in the Bazaarvoice Suite that allows businesses to collect feedback from their customers. This customer feedback tool collects and posts ratings and reviews, videos and photos of customer experiences with products and also allows customers to ask questions.
User testing tools
User testing toolscover all aspects of user interaction, whether with your company, your products and/or services. For many organizations, providing a good user experience is only possible through the use of user testing tools. These types of customer feedback tools do a good job of measuring these interactions for the user. However, these insights are limited to the number of pageviews attributed to users, and are often lacking in the area of action analytics and management as well.
Hotjar considers itself a Swiss army knife of user experience tools, with software that combines multiple UX tools into one. However, this approach means a solid CX solution is missing. Feedback and analytics reports are not available. However, this software allows users to create heat maps, user recordings (such as tracking sessions), and customizable surveys and feedback polls. Polls and surveys can be triggered immediately after the page loads, after x seconds when the visitor is about to leave the page, or scrolls halfway.
18. Mouse Flow
Character: Mouse Flow
Mouseflow also uses heat maps and recordings of website visitors. This customer feedback tool also offers Form Analytics, a feature that allows users to see why visitors are abandoning online forms. Users can target different funnels and see what visitors from different traffic sources do differently on their website.
19. Fresh Produce Vendor
Freshmarketer is a customer feedback tool that offers a variety of UX services including heat maps, A/B testing, funnel analytics, session replay, form analytics, and feedback (for example, surveys and polls). Users can set up polling triggers when an important event occurs on the site. In total, you get five built-in polls and feedback sessions.
20. Crazy Egg
Quelle: Crazy Egg
CrazyEgg is another customer feedback tool that uses heat maps to analyze visitor behavior. It sees where your visitors click, if they scroll to the bottom of a web page, and lets you know what they're looking at. Implementation is very easy with this tool.
21. Full Story
Those: complete history
FullStory offers a variety of services such as session replay and funnel analytics, as well as a cool feature called "Omnisearch" that allows you to search for any element on your site and see what types of interactions have occurred with that element. This customer feedback tool also has a feature called Frenzy Clicks, which allows users to see which items are clicked on multiple times by visitors.
Visual feedback tools
Do you want to capture user input on specific elements of the web page? so maybe avisual feedback toolsomething to consider These customer feedback tools work in many ways. Some offer the option to send a screenshot, while others include virtual sticky notes that highlight specific elements on the page, such as text, images, or buttons. While they are very supportive in terms of design, they are pretty basic in terms of getting deep insight into customer satisfaction.
Another customer feedback tool that collects visual feedback is DeBugMe. It also has an integrated problem tracking and project management solution system. For reporting issues, the tool includes a feedback toolbar that you can use to comment on the page. To review all bugs and feedback, DeBugMe also provides its own Kanban board. can be integrated withSim,Trello,fundamental trackeroeye studio.
Helio, formerly Verify, is design research and testing software that allows users to collect and analyze displays and mockups from visitor feedback. Basically how it works is to collect feedback and learn what people remember and think about the design. It's the perfect customer feedback tool for testing ideas before implementing them.
Saber is very similar to UserSnap in that users can highlight issues on your site. The difference is that the notes you take in this customer feedback tool are more based on highlighted items and don't use pictures or arrows. All created notes are saved to a screenshot that can be emailed to you.
26. File Stage
Filestage is a visual feedback tool that helps teams review and approve their work faster. It allows colleagues and clients to leave comments and visual feedback on text, image, design and video files in real time. Filestage streamlines, organizes, and automates the file review process, reducing errors and ensuring adherence to compliance guidelines. The tool is free to try and offers a free trial.
Also known as a feedback forum, it iscommunity feedbacka type of customer feedback tool collected through your website or mobile app and posted to your community or public forum. Visitors often have the opportunity to comment on posted comments, which often leads to discussions. They can also make suggestions or report problems on your site. Thanks to their transparency and social impact, these tools have become very popular.
27. User report
Quelle: User report
UserReport is a visitor feedback platform that allows users to create customizable online surveys and provide feedback forums for website visitors. Reports can be generated from this customer feedback tool showing user details such as demographics and location. UserReport allows users to assign items so that different roles on their team can edit responses.
28. Scale of ideas
IdeaScale is another tool you can use to create a community of feedback and discussion among your site visitors. This specific customer feedback tool integrates with Facebook and includes a profanity filter. Users can also take short surveys and the design is customizable. IdeaScale offers a free variant and packages for SMBs and enterprises.
UserEcho is a software solution that offers a variety of different tools including feedback, knowledge base, forum, help desk, and live chat. UserEcho also offers a voting system that allows you to determine what your customers like and dislike. With this customer feedback tool, there is also the ability for your visitors to submit private inquiries through a ticketing system.
UseResponse is a cheaper version of GetSatisfaction. However, this customer feedback tool offers an open source, self-hosted version. In addition to comments and a forum, you also get access to a live chat client.
How to choose the customer feedback tool
We hope this overview has given you a good background on which customer feedback tools will help you develop a customer-centric approach, whether it's building trust, improving the customer experience, or focusing on usability. Keep in mind, however, that the focus should not only be on collecting feedback, but also on analyzing and acting on it. This is something that not all of these tools are great at.
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Want to learn more about Mopinion's all-in-one user feedback software? Don't be shy and try our software. Do you like something more personal? Schedule a demo. One of our feedback professionals will guide you through the software and answer all of your questions.
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