Top 5 customer feedback software options

Customer feedback can provide valuable insights about your products, services, shopping experience, and more. You can use these insights to make adjustments to your business that ultimately improve your bottom line. But you need a way to collect this feedback. Enter customer feedback software, which helps you gather customer feedback digitally.

When choosing a customer feedback solution, consider the advice of Nikola Baldikov, digital marketing manager at Brosix: “When choosing a customer feedback tool, I look for ones that will best serve a specific type of feedback method I’m after, such as online reviews or direct customer surveys.”

While you may have a few solutions in mind, it’s worthwhile to consider your options. Lucky for you, we’ve rounded up several below, each with its own unique feature set.

5 customer feedback software options

  1. JotForm

  2. JotForm is an easy-to-use form builder with hundreds of ready-to-use templates for many use cases, including customer feedback. The company serves many industries, like retail and healthcare (complete with HIPPA-compliant forms). JotForm’s prominent features include

    • Prebuilt templates for collecting customer feedback you can modify to suit your specific needs
    • Over 100 apps and integrations, such as PayPal, Slack, Google Calendar, and Mailchimp
    • Mobile forms that let you collect feedback online or off

    Christopher K., a PLC technician who reviewed JotForm on Capterra, is a fan: “[JotForm is] fantastic. From the limitless possibilities with the form builder to the knowledgeable Q&A support staff, JotForm definitely has a winning solution. I would recommend this for small and large businesses, from technical to food service, from cars to dress alterations, from vacation rentals to feedback portals.”

  3. BirdEye

  4. BirdEye is an online review generation and reputation management solution that lets you monitor reviews, social channels, and surveys. It offers a standard, three-tier pricing system that offers more features for the higher plans. Prominent features include

    • Aggregated reviews from top review sites
    • New reviews from customers via mobile, check-ins, SMS, and email campaigns
    • Real-time review alerts via email or SMS

    CEO Shayne Sherman uses BirdEye at TechLoris. He likes the solution because it’s geared toward customer feedback, boosting online ratings, and improving the customer experience to improve trust. “It’s extremely user-friendly and gets solid reviews. I also like the 24-hour customer service with live representatives.”

  5. Podium

  6. Podium is an interaction management platform for increasing local business. It uses messaging to interact with prospects and customers and to get feedback. Features include

    • Integrations with Google, Facebook, and industry-specific review sites
    • Automated review invitations to customers
    • Reporting tools for reviews across integrated channels

    Jason David, CEO of Software Portal, has been using Podium for quite some time. He says the solution started as a simple means of collecting and classifying reviews. “It has since grown into a full-spectrum customer experience management platform. It’s large enough to handle scaling needs but still small enough to have great customer service at a decent price.”

    Sherman also uses Podium, but it’s his second choice for customer feedback software. “My main gripe is that Podium isn’t quite as user-friendly as BirdEye, but it’s comparable and has good customer service.”

  7. Nolt

  8. Nolt is a roadmap solution that allows users to suggest and vote on features they’d like to see added to a product or service. Priced per board, features include

    • Integrations with Jira, Trello, Slack, and more
    • Anonymous voting for users
    • Single sign-on with connected user accounts

    Uku Täht, CEO of Plausible, uses Nolt to develop a collaborative roadmap with customers. “It makes it much easier to prioritize work when you know exactly what your users want. I also love the fact that we can close the loop and notify everyone who requested a feature when it goes live.”

  9. Email

  10. “We also use good old-fashioned email,” Täht says. The team uses a welcome email that asks each user why they signed up. There are also automated, transactional emails going out to users at specific points in their customer journey to solicit feedback.

    “For example, if a user doesn’t manage to set up their account completely, we send an email asking what stopped them from integrating with our solution, and how we can help. We’ve received a lot of good feedback from just sending personal emails at the right time.”

This article is originally published on Jan 29, 2020, and updated on Jun 19, 2020.
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Data collection analyst. Seeing life in 1's and 0's. Can't resist to a good cup of coffee.

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