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Feedback is the breakfast of champions. Companies that wish to succeed in 2022s MUST feel the pulse and understand customer sentiment in real-time. Collecting customer feedback from direct inputs, surveys, and reviews is a great way to get started, but there are far more advanced tools that can do more indirectly. We’ve shortlisted 8 industry-leading customer feedback tools that you must consider for your CS tech stack. Let’s dive into it.
Customer feedback tools are software solutions that help businesses plan, create, and distribute surveys or feedback forms. Next-gen tools also specialize in collecting indirect feedback and converting siloed customer data into actionable insights. Understanding customer sentiment in real-time allows post-sales teams to improve retention, minimize churn, and explore new growth opportunities.
Marketing, sales, product, and development teams can all benefit and factor these insights into their gameplan. These unbiased insights can benefit the entire organization and help create a foolproof business strategy for sustainable growth.
The tools in this list help collect feedback from customers via different platforms and channels, while also providing varying levels of analytical capabilities. Collecting and breaking down this kind of data is one of the most important things for CS and product team leaders today because B2B ecosystems are becoming increasingly complex. That’s why picking the right tool is becoming increasingly crucial.
Before getting into the actual list of customer feedback tools that we have selected for your consideration, we’d like to touch upon and elaborate upon the main parameters that were used to create this shortlist.
Here are the criteria:
This is part of a series of articles about Customer Experience
Let’s dive into the list of customer feedback tools.
Staircase AI is a customer intelligence platform that has the unique ability of analyzing customer communications from multiple channels and converting them into actionable human insights. This feat is simply impossible to achieve with the naked eye. This allows B2B businesses to cut through the noise, detect issues to reduce churn, and also act on new growth opportunities.
This innovative AI technology is eliminating the need for manual surveys, which are almost always limited in nature – partial participation, incomplete responses, manual result analysis. Staircase AI is the future of customer feedback.
Founded: 2021
Main Features:
Pricing: Starter – Free (up to 10 customers), Growth – $499 (up to 50 customers), Enterprise – Contact vendor (all-in growth).
Pros:
Cons:
Khoros is a potent customer feedback tool that helps collect and break down customer information via the various social media channels, review websites, and NPS surveys conducted via direct messaging. It can monitor all channels and detect issues as soon as they arise for effective damage control. CSMs can also create customized workflows to resolve issues faster to boost customer sentiment.
Founded: 2019
Pricing: Not available on the website, No free trial
SatisMeter is one of the leading survey-centric customer feedback tools out there today. With a plethora of integrations on tap, this feedback collecting tool can make life easy and help integrate insights into your CS tech stack with ease. NPS, CSAT, CES, and PMF surveys – SatisMeter has you covered on all fronts. You can then use the collected data to tweak your CS playbook and make tweaks on the fly.
Founded: 2015
Typeform is a feedback tool that emphasizes the conversational aspect of things. It doesn’t matter if you are conducting surveys or sharing feedback forms, everything is presented to the users as conversations. There are multiple templates that speed up implementation. Integrations are plenty, including video communications. There is also a cutting-edge chatbot that helps harvest vital information.
Founded: 2012
Pricing: Basic – $25/month (up to 100 responses), Plus – $50/month (up to 1000 responses), Business – $100/month (up to 10,000 responses)
AskNicely is a customer feedback tool that helps conduct NPS surveys in the best way possible. It helps create an entire NPS network where all connected personas are updated with the results in real-time. These surveys can be conducted via multiple platforms for maximum responses, allowing CS teams to engage customers better and push them towards becoming true brand advocates.
Founded: 2014
Qualtrics is one of the oldest players in the customer feedback game and its success is no accident. With multiple feedback tools on offer, it has become an user experience management solution of sorts. You can use this tool to track key metrics like customer satisfaction, employee engagement, and even brand awareness. Sister-offerings include product analytics and design intelligence.
Founded: 2002
Pricing: Not available on the website, Free trial available
Think about a customer survey type. Delighted, now powered by Qualtrics, has you covered. NPS, eNPS, CES, PMF, and CSAT surveys are all easy to set up with just a few clicks. Not only that, you can also conduct 5-star, thumbs up/down, and smiley surveys strategically. However, keep in mind that the whole product is now intended to channel you towards the aforementioned Qualtrics platform.
Founded: 2013
Main Features: Create all kinds of feedback surveys with dozens of templates
Pricing: Free (send limit of up to 1000), Premium $224/month (send limit of up to 10000), Premium Plus (send limit of up to 20000).
Medallia is another proven and tested customer feedback tool that has evolved into a more comprehensive offering over the years. Besides the ability to create branded NPS surveys, collect on-demand feedback, and harvest social media communications, Medallia allows you to add employees into the loop and make their voice heard. It also helps predict customer behavior and pinpoint churn risks.
Founded: 2001
All Platforms Are Graded On a 5-Star Scale (5 Maximum Score, 1 Lowest Score).
Based on User Reviews from the G2, TrustRadius, and Capterra Platforms
Staircase AI is the only solution that leverages the power of Artificial Intelligence to make the shift from the traditional direct methods (surveys, feedback forms) to more comprehensive indirect feedback collection from millions of customer interactions and communications. The old methods are becoming outdated due to limited participation levels, siloed data, and the biased insights they provide.
With Staircase AI, you can analyze all of your customer interactions (emails, chats, video calls, Slack activity, and more) to feel the pulse in real-time. This next-gen solution then connects the human signals to generate insights that include stakeholder changes, fluctuating sentiment trends, underlying churn risks, and new growth opportunities. This is a true post-sales game changer.
When combined with existing product analytics tools, Staircase Ai’s human analytics allow businesses to fully understand customers at any given time, without wasting time on manual, limited, and time-consuming feedback methods. The future is here.
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