客户feedback software

What is customer feedback software?

客户feedback software is an application that helps businesses determine how their customers feel about their products and services. It’s a valuable source of customer data that reveals trends in customer pain points, opinions, reactions, preferences, and complaints. The right feedback software makes it easy to collect and share these insights with the right teams across the organization, so the business can consistently learn and improve.

This type of software often has one or more of the following functionalities:

• Customer satisfaction surveying
• 客户feedback analytics
• Customer review collection and curation
• Social media monitoring

In the section on the best customer feedback platforms in 2022, you can learn about all varieties of customer feedback software.

What is the benefit of using a customer feedback platform?

Read on for a few benefits of customer feedback platforms.

Systematize feedback collection and curation

作出决定,你新城东区的价值最大化ide to customers, you need as much high-quality feedback as possible. But manually collecting and curating that feedback is difficult, costly, and prone to error. Customer feedback platforms help you avoid the cost and headache of manual feedback collection. Instead, you can use your platform to trigger surveys or similar feedback mechanisms based on events.

For instance, you could prompt customers who use your live chat to rate their experience once the conversation has ended. Similarly, you usefree knowledge base softwareto add elements to knowledge base articles that solicit feedback on specific articles. However you choose to systematize feedback collection, software can help make it easier.

Resolve customer complaints and prevent churn

Our Trends Report found that 61 percent of customers say they would switch to a company’s competitor after just one bad customer service experience. But our findings also revealed that 74 percent of customers say they will forgive a company for its mistake after receiving excellent service.

客户feedback software enables you to effectively manage customer complaints and implement service recovery. Service recovery is the act of reaching out to customers who had a negative service experience to rectify the situation. It can help you improve the bottom line by saving a customer from going to a competitor and churning.

A good example of service recovery isBirchbox’s Service Recovery Program. Birchbox agents are empowered to follow up with customers who rated their initial interaction poorly via a CSAT survey. This allows Birchbox’s support team to build customer loyalty by turning a negative experience into a positive one.

Make customer-centric decisions

Well-served, happy customers are valuable to your company because they tend to purchase more. Findings in our 2022 CX Trends Report emphasize this point:

• 80 percent of customers will spend more with companies that allow them to find answers online without having to contact anyone.
• 93 percent of customers will spend more with companies that offer their preferred channel to reach customer service.

The trouble is, without systematic feedback, how do you know what questions to answer online? Or what your customers’ preferred channel is? And for the 90 percent of customers who spend more with companies that personalize their service, how do you know what kind of personalization they’re looking for? Too often, we think we know the answers to these questions based on anecdotes and gut feelings. But with so much value on the line, customer feedback platforms help ensure nothing is left to chance.

Use customer insights to improve business strategy

By mining customer service, sales, and marketing interactions, feedback platforms help you source customer insights from the start of the customer journey to the end. In this way, these platforms can help executives and managers build customer insights about products, sales processes, and marketing messages into their strategic framework. In particular, feedback from customer service tickets can unveil new growth opportunities or spotlight critical problem areas.

A Voice of the Customer(VoC) is a program businesses use to collect and analyze customer feedback about their brand, products, or services and share it across the organization. This input comes from various sources, including customer surveys, social media posts, and support interactions.

Boost brand reputation

When buyers see that you take their feedback seriously—and you use it to improve your products and services—it builds their trust in your brand. While no business can completely skirt the reality of customer complaints, potential customers will also notice if you respond to negative customer reviews. This improves your brand reputation by showing that you care about meeting your customers’ expectations.

How to choose the right feedback tool for your business

The term “customer feedback tool” can refer to many different types of tools. Customer satisfaction surveys are one of the most effective customer feedback tools and are easy to implement with the right customer service software. But often, these tools can be expanded upon with functionality for online reviews, social monitoring, and feedback analytics.

All this to say, it’s important to be aware of the layered nature of customer feedback tools because this can affect your buying decisions. For instance, rather than purchasing standalone tools, you might choose to extend yourcustomer service softwarewith new customer feedback capabilities. That way, you keep your tech stack more nimble and consolidated, and you make it easier to avoid the silos that often prevent easy and effective data sharing.

Moreover, whenever you’re choosing a new technological solution for your business, it’s always important to consider where that tool fits in now and in the future. If you don’t consider how the solution serves your future plans, you may be forced to do expensive migrations, retraining, and retooling. And nobody wants that.

The 11 best customer feedback platforms in 2022

Customer satisfaction survey and analytics platform

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As a customer satisfaction platform, Zendesk is about as versatile as it gets. Out of the box, you can use Zendesk to solicit feedback from customers and prospects via surveys and support tickets. But that’s just the beginning. All data from customer interactions—including CSAT—is captured and leveraged. You can see trends in customer complaints and pain points, along with seeing what channels are most popular for what types of communication.

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And thanks to the vast array of capabilities you can harness through Zendesk’s variety of native integrations that come free via the Zendesk App Marketplace.

In fact, even though Zendesk has native customer survey and analytics capabilities, if you already have a favorite tool for surveys, you can integrate it with Zendesk so you can keep all your data in one place without having to be forced to use anything other than your favorite tools.

Going beyond standalone customer feedback tools

There was a time when the only way to get the best of customer feedback tools was to cobble together the best standalone tools and find some way to pull together the data siloed in each tool. But Zendesk provides a better way. By combining industry-leading ticketing andservice desk softwarethat helps you streamline support with time-saving automation and best-of-breed feedback collection, curation, and analytics tools, Zendesk enables you to create a customer feedback system.

Put simply, Zendesk helps you remove all the barriers you need to get closer to your customers.

Build knowledge bases with the Voice of Your Customer

If there’s one thing the meteoric ascent of companies like Amazon has shown, it’s that customer centricity is critical to long-term success. Customer surveys like the ones you can create in Zendesk are a great way to learn what you need to do to be more customer-centric—along with tools like Zendesk’s nativecommunity forum softwarethat help you collect that feedback.

You can use Zendesk’sknowledge management softwaretools to create knowledge base articles based onfrequently asked questionsso you can help customers even when your reps aren’t online. And by collecting feedback via comments or ratings on those published articles, you can learn which articles are most or least helpful—creating a virtuous circle of well-informed help center content.

Pricing plans

• Suite Team: $49 user/month
• Suite Growth: $79 user/month
• Suite Professional: $99 user/month
• Suite Enterprise: $150 user/month

Free trial: 14 days

Features

• Custom views
• Community software
• Self-service options
• Analytics and reports
• Client portal software
• Live chat and messaging
• Collaboration tools
• Customizable appearance
• Omnichannel support
• Support for multiple languages
• SDKs, APIs, and native integrations
• Business VOIP providers
• Mobile apps
• AI chatbots
• Canned responses
• Online, email, and phone support
• Unified agent workspace
• Knowledge base editor

Customer satisfaction survey platforms

SurveyMonkey

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While it’s not solely dedicated to customer satisfaction surveys, SurveyMonkey is powerful and flexible enough to be a worthy tool for collecting, consolidating, and reporting on customer feedback. It should be said, though, that SurveyMonkey skews towards less sophisticated use cases. However, it more than makes up for its simplicity with what most customers agree is a very intuitive interface. Plus, the fact that SurveyMonkey is such a well-known brand lends credibility to your surveys that make respondents more likely to participate.

How it works is fairly simple. It’s structured so that you’re prompted to organize customers into segmented lists. Once you’ve created these lists, which can be tagged and categorized as you see fit, you can then start sending surveys to the various audiences represented in your lists. You can send surveys to multiple or single lists and you can configure surveys to go out to customers within a list that has a certain tag or categorization.

Also, it’s worth noting that when combined with Zendesk, you can trigger SurveyMonkey surveys based on Zendesk events. Just remember that you need the customer list feature enabled on your Zendesk Support account to use SurveyMonkey.

定价计划与Zendesk(免费)亚博

• Basic Plan:Free
• Team Advantage: $30 per user/month
• Team Premier:$75 per user/month
• Enterprise: Request a quote

Free trial: no free trial but there is a free, basic plan available

Features

• Survey sharing with view/edit permissions
• Survey result analytic tools
• Shared asset library
• Free integrations
• Unlimited surveys and questions on select plans
• Question and page skip logic
• Payment processing
• Multilingual support

Learn more about Zendesk for SurveyMonkey.

SurveyPal

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SurveyPal is unique in its approach because it is primarily focused on making it easier for you to make the most out of your survey data. SurveyPal simplifies the process of reporting on survey data by making it easy to automatically generate reports, export survey data, and organize surveys.

SurveyPal is also unique in that it can provide insights in real-time. For instance, SurveyPal enables you to quickly conduct root cause analysis on issues like a decrease in NPS in email channels or an increase in average handling time. And because these issues are surfaced in real-time, you can jump on them within days or weeks rather than months. It also helps that SurveyPal seamlessly integrates with existing CRMs, especially Zendesk, so you can pull in and act on customer insights throughout the entire customer journey.

SurveyPal positions itself as a “pocket-sized data analyst for high-volume customer service teams.” So if you’re involved in a medium to large customer service operation, SurveyPal is a worthy addition to your customer feedback collection and reporting efforts.

定价计划与Zendesk(免费)亚博

• Measure: $19 month/agent
• Analyze: $29 month/agent
• Act: $59 month/agent

Free trial: 30 days

Features

• Omnichannel data collection
• Reports and analytics (including FCR, NPS, CSAT, and CES)
• Root cause analysis
• In-app and email notifications
• Sentiment analysis
• GDPR compliant
• Self-serve knowledge base
• Email support

Learn more about Zendesk for SurveyPal

客户feedback analytics tools

Nicereply

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With Nicereply, you can survey customers without leaving your service software; automatically publish feedback to associated tickets; measure customer satisfaction, NPS, or CES; and trigger surveys after resolving a chat or a ticket. And when it’s integrated with Zendesk, Nicereply can publish survey responses in Zendesk as comments and/or custom ticket field values.

In short, Nicereply puts data at your fingertips with logical, automatic feedback collection and distribution. Yet the software goes beyond the simple reporting you might see in a tool like SurveyMonkey. Nicereply can organize performance by agent, team, and department. You can use it to create analytic dashboards with trend analysis, bar charts, leaderboards, and more.

All these features and more make Nicereply a great addition to any tech stack and an even better complement to Zendesk through its native Zendesk integration. Plus Nicereply is available on all Zendesk plans, so whichever plan you’re using, you can access the additional functionality of Nicereply.

定价计划与Zendesk(免费)亚博

• Mini: $39/month
• Start: $79/month
• Grow: $159/month
• Business: $239/month

Free trial: 14 days

Features

• CSAT, CES, and NPS surveys
• Automated surveys
• Branding and customization
• Custom survey domain
• Notifications
• Leaderboards
• Data sampling
• Dedicated account manager

Learn more about Zendesk for Nicereply

Stella

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If you’re part of a customer experience team, Stella is built for you. This customer feedback analytics platform is designed to enable CX teams to manage quality assurance and act quickly on customer feedback. Stella simplifies the process of collecting customer feedback by agent so managers can design and execute maximum-impact coaching and Quality Assurance programs.

In addition to covering the nuts and bolts of customer feedback analysis, Stella is designed to help CX managers with the challenges of running a fully remote team. You can see this design in the capabilities that are built in. For example, Stella makes it easy for agents to get real-time visibility into their performance. And you can set the software up with rewards programs based on customer feedback. In these ways and more Stella is a great option for remote or hybrid CX teams looking to build a customer-centric culture.

Pricing not available (free with Zendesk)

Free trial not available

Features

• Employee rewards programs
• Workflow automation
• Survey management
• Social media integrations
• API
• Real-time QA reviews
• Real-time coaching
• Service recovery workflows

Learn more about Zendesk for Stella Connect

Prodsight

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Your customer service operation is full of invaluable customer feedback and insight. But capturing that insight and feedback is easier said than done. That’s where Prodsight comes in. From the moment new service tickets enter your system to the time they’re resolved, Prodsight analyzes and reacts to your customers.

Prodsight uses artificial intelligence to analyze user sentiment and intent to automatically tag tickets. Then it auto-populated ticket fields based on its analysis, freeing up agents’ time and ensuring the right tickets get to the right person. After all that, Prodsight analyzes user replies and updates fields with any additional topics discussed to ensure comprehensive reporting. And just as Prodsight tags incoming tickets, it also tags reviews, NPS feedback, and surveys for easy, fast reporting. And the tool can scale across multiple geographies, with support for over 100 languages including French, German, and Spanish.

Pricing (free with Zendesk)

• Business: $500/month
• Enterprise: Request a quote

Free trial: 14 days

Features

• Sentiment analysis
• Intent detection
• Personalized onboarding
• Track contact reasons
• Spot customer issues
• Consolidated customer feedback
• AI-powered auto-tagging
• Real-time reporting

Learn more about Zendesk for Prodsight

SupporTrends

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人工智能是革命性的companies connect with their customers and SupporTrends is a case in point. Using AI and natural language processing (NLP), SupporTrends organizes customer feedback based on topic, location, brand, product, and more. The software takes the information your customers are telling you in live chats, support tickets, and phone calls. It’s purpose-built to help customer experience leaders reduce churn, decrease costs, and improve every facet of the customer experience.

With its AI-driven feedback engine, SupporTrends is geared towards CX teams with product-led growth strategies. In short, the tool makes it easier to build product roadmaps based on accurate, organized customer feedback. To make integrating the software as easy as possible, SupporTrends integrates seamlessly withticketing platformssuch as Zendesk and pulls together feedback from product reviews, Zoom calls, and custom configured sources.

Pricing

• Surveys: $249/month
• Small business: $499/month
• Professional: $1499/month
• Enterprise: $2499/month

Free trial: 14 days

Features

• Support ticket analysis
• Manual conversation upload
• Survey analysis
• Customized visualizations
• Custom APIs

Learn more about Zendesk for SupporTrends

Idiomatic

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Imagine trying to mine thousands of comments from customers on your company’s blog posts,forum software, and community groups for insights. Even if you had the time, it’d be nearly impossible to make much sense of all those comments. That’s where Idiomatic comes in. Using advanced sentiment analysis, Idiomatic can help you identify the key insights hidden within mountains of customer feedback. Major companies in social media and food delivery have already used Idiomatic to create transformative solutions.

另外,惯用Zendesk通过一个伟大的工作亚博native integration that pulls and organizes tickets by sentiment in real-time. Idiomatic may also work with other ticketing systems if you have the resources to execute the integration. In any case, you’ll be able to use Idiomatic to map out and prioritize product, messaging, or service improvements by analyzing customer sentiment based on product and customer type or any of your preset Zendesk tags.

Pricing not available (free with Zendesk)

Free trial not available

Features

• Custom sentiment analysis models
• Create and track user segments
• Support ticket triage
• Slack integration
• 新员工培训支持
• Custom tags and filtering
• Data visualizations

Learn more about Zendesk for Idiomatic

Best customer review platform

Trustpilot

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Customer reviews aren’t just a great source of insights for your sales, marketing, and customer service teams, they’re also important for helping your brand build trust with prospective customers. And Trustpilot is one of the most popular open-to-all customer review platforms where consumers leave hundreds of thousands of reviews each month.

When you integrate Trustpilot with Zendeskyou can manage and analyze your customer reviews without disrupting your existing customer service workflow. With Zendesk, for instance, every new customer review triggers a new ticket so you don’t miss the opportunity to learn from and respond to your customer feedback.

This is especially important for negative reviews since addressing negative feedback publicly helps mitigate the negative effects of poor reviews and shows customers that you make an effort to fix problems when they happen. In fact, according to Trustpilot’s 2019 Consumer Survey, 79% of consumers say that when a company responds to negative reviews and comments, it increases their trust in the brand.

In short, Trustpilot can help you gather feedback, automate review collection, improve and amplify your online presence, and analyze thousands of reviews across all channels.

Pricing

• Standard: $225 per month per domain
• Scale: $900 per month per domain

Free trial not available

Features

• Third-party integrations for review collection
• TrustBox widgets
• Customer review collection modules
• Custom TrustPilot profile
• Review tagging
• AI trend and insight analysis
• APIs

Learn more about Zendesk for Trustpilot

Social media feedback monitoring

Chatdesk

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Whether you know it or not, you have customer feedback. The challenge (that Chatdesk helps you solve) is aggregating and analyzing the feedback generated in all your channels. Chatdesk pulls together feedback scattered in online reviews, customer surveys, email conversations, live chats, and social media chatter. The icing on the cake is that, once it’s configured correctly, Chatdesk automatically aggregates all this fragmented feedback in an organized way with automated tagging functionality.

Chatdesk is particularly popular among retailers looking to leverage Voice of Customer reporting and manufacturers hoping to more easily and quickly identify product defects. That said, any company looking to gain granular insights, such as shipping issues, top reasons for contacting support, top reasons for returns, and website bugs, can benefit from Chatdesk’s capabilities. And of course, as native integration with the Zendesk App Marketplace, Chatdesk seamlessly integrates and extends your Zendesk customer service platform.

Pricing

• Starter: $0/month
• Standard: $900/month
• Enterprise: Custom pricing

Free trial not available

Features

• Unlimited dashboard users
• Custom tags and dashboard filters
• Drill down and CSV capabilities
• Ability to export to data warehouses (e.g. Looker)
• Works across all channels and 60+ languages
• Comprehensive search tools
• Automatic feedback summaries
• Automatic real-time reports

Learn more about Zendesk for Chatdesk

UnitQ

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UnitQ is a powerful platform that leverages AI to help you use feedback from social media, app reviews, customer service surveys, support tickets, and live chat to learn about your customers. In addition to pulling feedback from all sources, UnitQ keeps you compliant by automatically removing personally identifiable information (PII). Then the software uses AI to enrich feedback with sentiment analysis and append relevant product metadata where and where appropriate.

Thanks to its fast-acting artificial intelligence, UnitQ enables your team to learn and respond to feedback in real-time. And you don’t have to worry about manually tagging feedback since UnitQ’s machine learning (ML) models do that for you. UnitQ also saves a ton of time for teams responsible for issue reporting covered too because it completely automates the process.

Put simply, UnitQ helps you quickly and efficiently create aninternal knowledge baseof invaluable customer feedback.

Pricing not available

Free trial: 30 days

Features

• Text translation and normalization in 70+ languages
• Product metadata management
• Automated feedback monitoring
• Real-time reporting dashboards
• Automated issue reporting
• Omnichannel feedback consolidation
• Sentiment analysis

Learn more about Zendesk for UnitQ