As businesses grow and evolve, keeping up with customer feedback becomes essential. Gathering customer feedback provides businesses with valuable insights into what their customers think and what they need. Plus, it can really impact your bottom line. 80% of customers are more likely to do business with a company that offers personalized experiences, while 62% of customers will share their bad experiences with others and discontinue using a company’s services.
These statistics highlight the importance of effective feedback-gathering mechanisms for the overall success of your business. That's why in this post, we'll be highlighting the best customer feedback software in 2023 that can help businesses stay on top of customer satisfaction and improve overall customer experiences.
So, whether you're a business owner or a customer experience manager, this article is for you. Let's dive in!
What is customer feedback?
Customer feedback refers to the opinions, comments, and suggestions that customers provide regarding a product or service that they have used. It is an essential tool for businesses to improve their products or services.
Examples of customer feedback could include:
- Comments on product features, quality, usability, and design. For example, a customer can provide feedback on a mobile phone app's features, suggesting that an additional feature could be added for ease of use.
- Feedback on the wait time, the effectiveness of the support, and the professionalism of the support staff. For example, a customer can provide feedback on how fast their issue was resolved by the customer support team.
Why should companies invest in customer feedback software?
Customer feedback is extremely important for companies to improve their products and services. However, collecting feedback manually can be time-consuming and difficult to manage. This is where customer feedback software comes in. Below are several reasons why companies should invest in customer feedback software:
Improve customer satisfaction
Above all, providing an exceptional customer experience is crucial for building a successful business. By utilizing customer feedback software, businesses can collect feedback from their customers and make changes accordingly to ensure that all customer needs are being met.
Customer feedback can provide valuable insights into what is working and what needs improvement. By collecting feedback through software, businesses can easily analyze and identify patterns and trends in the data.
Increase customer loyalty
Satisfied customers are more likely to become loyal customers. By improving customer satisfaction, businesses can foster customer loyalty and ultimately increase revenue.
Save time and resources
Collecting feedback manually can be time-consuming and require a lot of resources. With customer feedback software, businesses can automate the process and save time and resources while still receiving valuable feedback.
In today's competitive market, it's important for businesses to understand customer needs and the latest trends. Incorporating customer feedback software can help businesses stay competitive by providing them with the valuable insight they need to stay ahead of the game.
Best customer software in 2023
Now that we've discussed why companies should invest in customer feedback software let's move on to a list of the best customer feedback software available in 2023:
Mopinion offers an all-in-one feedback software solution for all your digital channels. Some of its features include:
- Smart Insights: Provides comprehensive feedback metrics like conversational sentiment analysis, AI-powered customer behavior analysis, and personalized recommendations to improve the CX.
- Cutting-Edge Technology: Leverages advanced machine learning algorithms and employs fully-managed cloud-based architecture that provides infinite scalability, security, and performance.
- Seamless Integrations: Integrates with popular CRM tools, web analytics, project management software, A/B testing, and social media channels, making it easier to track and manage customer interactions from a single platform.
Pricing for Mopinion starts at $259/month, making it an affordable solution for small and medium-sized businesses.
Mopinion has received a 4.1 rating on G2 from users, with many praising its flexibility and ease of use. It's best for businesses with multiple digital channels that want to easily collect and analyze feedback data.
Usersnap is a customer feedback software that collects feedback through video feedback and customer surveys. Its features include:
- Insightful Feedback Widget: This tool allows website users to add a feedback button with customizable options on their site. This makes it easy for customers to leave valuable feedback and suggestions.
- Visual Troubleshooting: The screen recording feature is designed to help resolve customer issues quickly by providing an option to capture and edit screenshots or record the screen for easy troubleshooting.
- Collaborative Feedback Board: Users can upload a feedback list and enable customers to vote on suggestions with an upvote board. This helps prioritize feedback and highlights popular requests.
Usersnap has a starting price of $69/month. Users rave about Usersnap's ease of use and the ability to visually track issues. Plus, it has a 4.5 rating on G2. It is best for SaaS companies that require detailed user feedback to improve their product.
Qualaroo is a customer feedback tool that is designed to help businesses better understand their customers through targeted micro surveys. Its features include:
- Smart Guides: Access a library of pre-built templates to streamline your work and ensure consistency in your designs. Choose from UX prompts, customer surveys, and many more.
- User Surveys: Improve user experience and craft effective marketing strategies with Exit-Intent Surveys, Confirmation Page Surveys, and A/B Testing. Understand user behavior and preferences to better tailor your content and messaging.
- Design Insights: Take advantage of Nudge to gain more comprehensive user insights during the design process by testing prototypes, analyzing user data, and fine-tuning designs to meet user needs.
Qualaroo has a starting price of $69/month and offers a 14-day free trial to help you get started. Its robust features and 4.4 rating on G2 make it a good choice for companies looking for a more advanced solution.
HubSpot offers customer feedback software that lets you learn what your customers really think through custom surveys and feedback collection tools. Its features include:
- Customizable surveys: With a drag and drop survey builder, customize surveys with multi-choice questions, scales, and more.
- Performance metrics tracking: Track customer sentiment over time and measure survey performance with powerful analytics.
- Integrations: Easily integrate survey responses into your existing customer data to gain a comprehensive view of user feedback.
HubSpot has a flexible pricing plan depending on the size of your business, with packages starting as low as $45/month. It has a 4.4 rating on G2 and is great for businesses that already use other HubSpot tools or are looking for a comprehensive feedback solution.
Honorable Mention: Fullview
Fullview has proven to be a powerful and effective tool for businesses that want to gain insights into their customers' behavior, which is why it deserves an honorable mention on this list.
One of the best things about Fullview is the ability to ask for feedback from customers during cobrowsing calls. This feature allows businesses to gather real-time feedback while cobrowsing with their customers. However, what sets Fullview apart is its ability to go beyond feedback and enable businesses to directly see how their customers are using their apps with session replay recordings.
Unlike feedback surveys, which often have low response rates, session replay recordings provide a clear understanding of how users navigate and interact with your product. This feature can be especially useful in identifying what causes users to churn or get frustrated with your product. By seeing firsthand the steps users take and the issues they encounter, companies can gain powerful insights to improve their products.
Session replay recordings provide context to feedback received in surveys, allowing companies to extract meaningful feedback and separate the useful from the not-so-useful. The ability to correlate feedback with actual user interactions can help businesses to make more informed decisions and prioritize product improvements.
Wrapping It Up
When it comes to customer feedback software, there is no one-size-fits-all solution. The best choice for your business depends on the features you need and how much you are willing to spend.
If you are looking for a comprehensive tool that offers analytics, surveys, and session replay recordings, Fullview is an excellent option. Usersnap and Qualaroo are both great for businesses that want to gain feedback through surveys. Lastly, HubSpot offers powerful survey tools and integrates with other HubSpot products.
No matter the customer feedback tool you choose, it's important to remember that gaining insight into user behavior is key to making data-driven decisions and truly understanding what your customers want.