The phrase “the customer is always right” highlights the power dynamic between buyer and seller. Today, that emphasis on the customer has never been stronger, as more and more businesses are implementing customer experience (CX) software to better attune themselves to the needs of consumers.
Research from consulting firm Deloitte shows that companies that consider themselves “customer-centric” are 60 percent more profitable than those lacking this value. This makes the need for proper customer service, supported by strong CX software, clearer than ever.
The market is saturated with software options for improving customer experience, including the top choice of many companies, GetFeedback. However, it’s worth exploring GetFeedback alternatives to find the right choice for you and your business.
What GetFeedback does
A leading and flexible customer experience platform, GetFeedback is the choice of companies like Crocs, Toyota, Puma, and Headspace. With this program, you can build and share unique customer surveys and strategically place them across media channels or send them directly to customers via SMS. You can then analyze all of the information from all channels from a single platform.
GetFeedback has earned a lot of praise for its interface and ease of use, but it’s not without flaws. Users have noted problems with technical issues, glitches in navigation, and more. All told, this program is a great first option for those exploring the CX market, but with so many other choices, it’s worth searching for GetFeedback alternatives.
What to look for in CX software
Each CX program has different offerings and key features, not to mention a range of price structures meant for various business sizes. As you sort out which one to use, make sure to ask yourself these key questions:
- What do you want to accomplish in terms of your customer experience? Are you looking to simply track and confirm positive experiences? Or are you aiming to leverage analytics to identify trends and areas of concern?
- How much can you customize the surveys the platform offers?
- Which customer relationship management (CRM) systems and programs does the CX software integrate with?
- What resources are you willing to commit to your CX and overall customer service team?
As you explore the market for the best CX software, your answers will equip you with a clear picture of the exact specifications for what your business needs.
What are the top GetFeedback alternatives?
InMoment markets itself as a widely capable “experience intelligence” company, encompassing analytics software for the experiences of customers, employees, and the broader market. These three “experience clouds” work together seamlessly, creating a multifaceted and robust system for collecting opinion data and getting the clearest understanding of the state of your business.
While you can maximize your CX capabilities with robust software like this, the cost can be prohibitive, especially for features that smaller businesses might not even use. That being said, InMoment adds to its value with a number of software integrations, including Salesforce, Workday, Adobe, and Tableau.
With Qualtrics CustomerXM, business owners gain a powerful and agile CX environment. Known for its strong analytics capabilities, the program offers textual, statistical, and predictive analysis to visualize the most in-depth data on your customers’ behavior through real-time data analysis.
Qualtrics lets businesses tap into these insights through survey and form building, research, and experience management. As one of the most technically advanced GetFeedback alternatives, the big drawback is really just its cost — at a starting point of $1,500 a year, it could take longer to see a good return on investment.
Adobe Experience Manager
The Adobe software suite has applications for almost every marketing need, making it an impressively comprehensive tool for small businesses looking for a one-stop solution. Chief among them is Experience Manager, a hub to manage client experience throughout the customer journey, from marketing to service to follow-through.
The CX tools within Experience Manager integrate across Adobe’s products to collect and analyze data — like providing conversion insights through Adobe Target or managing your content delivery system with Adobe Campaign.
Though powerful in context with the larger Adobe suite, Experience Manager doesn’t integrate much with other platforms. It’s best used as a package deal with other Adobe products.
As one of the most streamlined GetFeedback alternatives, Jotform provides form-building tools to customize a CX system of your own. With more than 450 customizable feedback form templates to choose from, business owners can have as many customer forms as they need. Plus, they’re all mobile-friendly, so customers can fill them out whenever they like.
In addition, these forms can integrate with CRMs, analysis platforms, social media channels, and data management apps — taking form functionality up a notch. Plus, Jotform Tables tabulates form information, allowing you to manage and track all customer experience information from a single hub.
CX software has expanded the relationship between business owners and customers, helping the former find insights into the latter’s wants. The right system will catalyze an excellent customer experience and show your customers your strong attention to detail.