Listening to the customer has evolved into the cornerstone of modern business operations. Understanding your customers’ needs and preferences is no longer a luxury but a necessity. To do this properly, you must have the right customer feedback tools in place.
In an era where customers have more choices than ever, prioritizing their voices through effective listening tools is not just a smart move — it’s essential for long-term success. In this article, we have compiled a list of 16 customer feedback tools that you should try out before deciding on your customer listening strategy in 2024.
Customer feedback tools allow you to collect, analyze, and respond to feedback from your customers. They can take various forms, such as surveys, comment boxes, or online review platforms.
This type of tool is crucial for several reasons.
Let’s see which key features you should look for when selecting your ideal customer feedback tool.
Julia Lozanov, chief editor at Verpex, explains her criteria for choosing the ideal customer feedback tool:
“At Verpex, I use customer feedback tools to listen, learn, and adapt. We acquire insights using surveys, social media listening, and analytics tools. However, I want a more sophisticated, contextual understanding. My ideal feedback tool would include AI-driven sentiment analysis, allowing us to identify precise pain locations and emotions. I’d like to see features like real-time feedback loops, sentiment tracking, and personalized response ideas. Furthermore, a seamless connection with our CRM and support systems would improve issue resolution. Finally, I want a solution that humanizes consumer feedback and reveals the ‘why’ behind the numbers. This allows us to provide empathic, proactive assistance while also continuously refining our hosting solutions to meet changing consumer needs.”
We’ve hand-picked the best customer feedback tools available on the market this year, breaking them down by type.
When it comes to improving customer satisfaction, VoC tools provide a structured way to gather and analyze feedback.
Textmagic, our flagship product, is a business texting platform that you can leverage as a customer feedback tool to capture insights from clients.
Image source: Textmagic app
👍 Best suited for: Businesses looking to gather customer feedback through SMS surveys.
What makes it stand out:
Limitations:
Zendesk is primarily known for its customer support and ticketing system. It also offers customer feedback and survey features.
Image source: support.zendesk.com
👍 Best suited for: Businesses seeking an all-in-one customer support and feedback management solution.
Medallia is an experience management platform that helps you capture customer feedback, analyze it, and then take action based on it.
Image source: medallia.com
👍 Best suited for: Large enterprises looking for a complete feedback and experience management platform.
Alchemer is a customer feedback tool focused on VoC surveys. You can tailor your surveys using various templates.
Image source: alchemer.com
👍 Best suited for: Small businesses seeking customizable survey options.
Online survey tools include customizable surveys, data analysis, and reporting features that provide actionable insights into customer behavior.
Survicate is a platform designed to help you get feedback from customers by sending out surveys on your website and mobile devices.
Image source: getapp.za.com
👍 Best suited for: Companies looking for an easy-to-use customer feedback platform.
As a user-friendly customer feedback solution, Typeform can help you craft interactive surveys to gather valuable customer insights.
Image source: Typeform dashboard
👍 Best suited for: Businesses of all sizes looking to gather customer feedback, leads, and data.
SurveyMonkey is a versatile customer survey tool that allows you to create and distribute surveys, collect feedback, and analyze results.
👍 Best suited for: Small to large businesses looking for a user-friendly survey tool to gather feedback and insights.
Zonka Feedback is a user-friendly platform for collecting customer insights. It features a drag-and-drop survey builder for easy customization.
Image source: zonkafeedback.com
👍 Best suited for: Businesses of all sizes looking to manage surveys and measure customer satisfaction levels.
Online review tools monitor customer feedback in real time, alerting you when new reviews are posted.
G2 is a peer-to-peer review platform focused on software and services, offering user reviews and ratings.
Image source: g2.com
👍 Best suited for: Businesses in the software and technology space looking for reviews and ratings to aid software purchasing decisions.
TrustRadius is a customer review platform for software and technology products. It allows you to collect and showcase user reviews.
Image source: solutions.trustradius.com
👍 Best suited for: Software and technology companies seeking to collect and promote product reviews from users.
Trustpilot is a customer review platform that showcases business reviews and ratings. Consumers who’ve had an experience with a business can write unsolicited reviews, and businesses can also ask their customers to leave reviews.
Image source: support.trustpilot.com
👍 Best suited for: Online retailers and service providers of all sizes that want to gather and display customer reviews and ratings.
Yotpo is a customer content marketing platform that specializes in collecting, curating, and leveraging customer reviews and user-generated content.
Image source: support.yotpo.com
👍 Best suited for: E-commerce businesses and brands that want to harness user-generated content and customer reviews.
User testing tools help you identify customer pain points in the user experience, making it easier to address customer concerns.
UserVoice is a customer feedback management platform that helps businesses collect, prioritize, and act on customer feedback and feature requests.
Image source: uservoice.com
👍 Best suited for: Businesses of all sizes looking to engage with customers for feedback and product improvement.
Qualtrics is an enterprise-grade experience management platform that includes customer feedback management as one of its features.
Image source: qualtrics.com
👍 Best suited for: Large organizations seeking a comprehensive feedback and experience management solution.
With community feedback tools, you can collect insights from your most loyal users and make improvements based on their experiences.
Bazaarvoice is a customer-generated content and ratings platform that empowers you to gather and amplify customer reviews.
Image source: knowledge.bazaarvoice.com
👍 Best suited for: Brands and retailers looking to collect and leverage customer reviews and ratings across various digital touchpoints.
As a customer feedback analysis tool, UserReport assists you in collecting and evaluating user insights to enhance product development.
Image source: userreport.com
👍 Best suited for: Businesses wanting to create a user-centric environment by collecting actionable insights from their community.
Collecting customer feedback is just the first step in the process. Tracking it is equally crucial, as it allows you to identify trends, measure improvements, and make informed decisions for continuous enhancement.
Adopt a thoughtful approach to enhancing customer touchpoints today. After all, stronger customer connections pave the way for business growth.
Iustina is a curious copywriter with an analytical mind and a demonstrated history in the advertising industry. She likes mixing words with data and is passionate about human behavior. When she's not at her work desk, you'll probably find her enjoying refreshing tea flavors, spilling stories on paper, or binge-watching true-crime documentaries.
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