10 Melhores Ferramentas de Software para Satisfação do Cliente em 2026

Visão geral dos 10 melhores softwares de satisfação do cliente

1. 

   1

   Brand24

   Best for real-time online monitoring

   • Free trial available
   • From $199/month (billed annually)

   Visit Website

   Customer Rating:4.7/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Brand24 is a powerful AI social listening tool that helps businesses monitor and analyze their online presence and reputation. The tool also provides resources and support to help businesses make the most of their social media and online marketing efforts, ultimately aiming to improve customer satisfaction and brand reputation. 

   Why I picked Brand24: Brand24 helps businesses to track brand mentions across various online platforms, providing real-time alerts and sentiment analysis. The tool is designed for marketing professionals and companies of all sizes, offering features such as influencer scoring, competitor analysis, and customizable reports. 

   The platform provides data for brand reputation, marketing, influencer marketing, market research, and public relations. Overall, Brand24 is praised for its immediacy in data relay and nuanced sentiment analysis, making it particularly suitable for businesses that prioritize immediate customer engagement. 

   Brand24 Standout Features and Integrations:

   Standout features include advanced sentiment analysis to segment online mentions into positive, negative, or neutral categories, automated reporting features, and reach tracking, which helps users to evaluate their marketing efforts and benchmark against competitors by tracking the reach of their brand mentions. Users can also measure and report their PR coverage by creating reports that provide powerful and reliable metrics.

   Integrations include Slack, Trackdesk, LinkedIn, Spotify, Telegram, Instagram, Facebook, Reddit, TikTok, YouTube, X (formerly known as Twitter), and Tripadvisor.

   Pros and Cons

   Pros:

   • Provides multi-language support
   • Provides real-time alerts and customizable filters
   • Easy to set up and use

   Cons:

   • May not be affordable for small businesses
   • Mobile app can be difficult to use
   Learn more about Brand24:

   • Check out Brand24 on their website
   • Read my in-depth review of Brand24
2. 

   2

   SurveySparrow

   Best automated surveys with real-time insights

   • Free plan available
   • From $19/user/month (billed annually)

   Visit Website

   Customer Rating:4.4/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   SurveySparrow is an online survey tool that allows you to collect feedback from your team and customers. The platform allows you to distribute your surveys on multiple channels, including social media and forums, enabling you to gain meaningful insights about your users. 

   Why I picked SurveySparrow: SurveySparrow made my list thanks to its simple and straightforward survey creator. The creator uses a drag-and-drop functionality to help you personalize your surveys, and you can share each survey you create on social media or forums to collect feedback from your users. 

   SurveySparrow Standout Features and Integrations:

   Standout features include mobile-first surveys, video surveys, chat surveys, and offline surveys. I like SurveySparrow’s smart surveys. This type of survey allows you to use conditional logic branching to show only relevant questions to your respondents, enabling you to collect answers that are specific to each customer segment. 

   Integrations include social media platforms, CRMs, and customer success solutions, such as Facebook, Salesforce, Intercom, Aweber, Google Contacts, HubSpot, WordPress, MailChimp, Rybbon, Zendesk, and Slack. You can access more integrations through Zapier. SurveySparrow also offers a REST API to enable custom integrations, as needed.

   Pros and Cons

   Pros:

   • Audio surveys automatically transcribe participants answers
   • The survey design makes the experience great for respondents
   • Platform is easy to master

   Cons:

   • Surveys don’t collect partial answers if the respondent quits before answering all the questions
   • Limited font personalization
   Learn more about SurveySparrow:

   • Check out SurveySparrow on their website
   • Read my in-depth review of SurveySparrow
3. 

   3

   Alchemer

   Best for scalable feedback workflows

   • 7-day free trial
   • From $55/user/month

   Visit Website

   Customer Rating:4.4/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Alchemer is a feedback management platform that combines survey distribution, sentiment analysis, closed-loop automation, and 400+ integrations to support CSAT, NPS, and VoC programs across the full customer journey.

   Who Is Alchemer Best For?

   Alchemer suits mid-market and enterprise CX and VoC teams running structured feedback programs across multiple channels and business systems.

   Why I Picked Alchemer

   I've included Alchemer in my top picks because its no-code Connect workflow builder genuinely changes how feedback moves through a CX stack. I can set up a rule that routes a detractor NPS response directly into Zendesk as a support ticket, or fires a Slack alert to a customer success manager, without writing a single line of code. The bidirectional Salesforce sync is another feature I rely on: I pull CRM data into surveys to personalize them, then push results back to update contact records automatically.

   Alchemer Key Features

   • AI-powered feedback analytics: Uses natural language processing for automated sentiment scoring, theme detection, and topic clustering on open-ended survey responses.
   • Omnichannel survey distribution: Supports survey delivery via email, SMS, in-app prompts, web links, QR codes, and kiosk/offline modes.
   • Customizable reporting dashboards: Provides real-time dashboards with advanced segmentation, export options, and customizable shareable reports.
   • Role-based permissions: Lets administrators assign specific permissions and data access to different teams or departments.

   Alchemer Integrations

   Alchemer offers over 400 native integrations, including Salesforce, Zendesk, HubSpot, ServiceNow, Jira, Tableau, Slack, Shopify, Power BI, and Google Sheets, and provides an API for custom integrations.

   Pros and Cons

   Pros:

   • Strong closed-loop automation for detractor follow-up
   • Supports complex, multi-touchpoint VoC programs
   • Highly customizable survey logic and branching

   Cons:

   • Advanced workflows require significant configuration time
   • Reporting UI feels dated versus competitors
   Learn more about Alchemer:

   • Check out Alchemer on their website
   • Read my in-depth review of Alchemer
4. 

   4

   Survicate

   Best CSAT surveys and follow-up workflow

   • 10-day free trial
   • From $114/month (billed annually)

   Visit Website

   Customer Rating:4.6/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Survicate is a survey software tool designed to collect feedback from customers and website visitors. Its aim is to help businesses understand customer preferences, improve products and services, and make informed decisions based on collected feedback.

   Why I picked Survicate: I selected Survicate for this list because it allows businesses to conduct surveys across multiple channels, including email, web, mobile, and in-app, to gather insights from customers and website visitors. Survicate surveys can be used to measure key satisfaction metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES). They can also be tailored using various templates and can feature custom logos, brand colors, and messages to maintain brand consistency across surveys.

   I also like that Survicate's follow-up workflows automatically trigger actions based on CSAT survey responses, enabling businesses to promptly engage with dissatisfied customers, escalate issues to support teams, or initiate personalized follow-ups to improve customer retention and satisfaction.

   Survicate Standout Features and Integrations

   Features include a drag-and-drop creator for survey creation, a centralized feedback hub, automated feedback collection, real-time analytics to understand survey responses at a glance, and email embedding. I also like that Survicate uses advanced targeting to show surveys when users are most likely to answer, such as after a certain action is taken on a website or at a specific point in the customer journey.

   Integrations include ActiveCampaign, Drip, Amplitude, HubSpot, Intercom, Mailchimp, Salesforce, FullStory, Zendesk, and Microsoft Teams.

   Pros and Cons

   Pros:

   • Provides real-time feedback collection
   • Able to capture partial responses
   • Easy to set up and use

   Cons:

   • Limited maximum response limit per month
   • Survey visuals can be inconsistent
   Learn more about Survicate:

   • Check out Survicate on their website
5. 

   5

   eDesk

   Best for AI automation for routine tasks

   • Free trial available
   • From $39/user/month (billed annually)

   Visit Website

   Customer Rating:4.4/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   eDesk is an AI-driven customer support platform built for ecommerce businesses. It helps teams streamline support operations and improve customer satisfaction by centralizing customer interactions in one place. eDesk is designed for ecommerce retailers and customer service teams that need faster response times and more consistent customer engagement. Reducing fragmented communication and inefficient workflows, it helps teams handle inquiries more effectively and turn support conversations into sales opportunities.

   Why I Picked eDesk

   I picked eDesk for its ability to bring all customer conversations into a single unified inbox, making it easier to manage and prioritize support requests. Its AI automation handles routine tasks, allowing support teams to spend more time resolving complex issues and responding faster. The 24/7 chatbot support also ensures customers can get help at any time, which helps improve overall satisfaction and encourages repeat business.

   eDesk Key Features

   In addition to its standout features, eDesk offers several other functionalities that can greatly benefit your team:

   • Pre-sales Support: This feature allows your team to handle inquiries from potential customers, helping to convert them into sales.
   • Feedback Management: eDesk facilitates the collection and analysis of customer feedback, enabling you to make informed improvements to your service.
   • Real-time Reporting: With this feature, you gain insights into support operations, allowing you to optimize processes and enhance customer satisfaction.
   • Knowledge Base: eDesk provides a centralized repository for information, helping your team reduce customer queries and improve service efficiency.

   eDesk Integrations

   Integrations include Amazon, eBay, Walmart, Shopify, Magento, WooCommerce, Facebook, WhatsApp, and Etsy.

   Pros and Cons

   Pros:

   • Strong ecommerce marketplace integrations
   • AI automation reduces response workload
   • Unified inbox across sales channels

   Cons:

   • Interface learning curve for beginners
   • Pricing scales quickly for teams
   Learn more about eDesk:

   • Check out eDesk on their website
   • Read my in-depth review of eDesk
6. 

   6

   Velaris

   Best for AI-powered customer insights

   • Free demo available
   • Pricing upon request

   Visit Website

   Customer Rating:4.6/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Velaris is a comprehensive customer success platform designed to help SaaS businesses thrive by proactively engaging with customers and ensuring they achieve their desired outcomes. The tool offers features like data and analytics, automation, and collaboration to provide actionable insights for customer success teams.

   Why I picked Velaris: Velaris offers AI-powered analytics, providing deep insights into customer behavior and satisfaction. The platform's ability to consolidate all customer data into a single, intuitive interface allows businesses to gain a 360-degree view of their customers. 

   The inclusion of sentiment analysis further allows businesses to gauge customer feelings and address issues before they escalate, ensuring a more personalized and effective customer service experience. Additionally, Velaris offers customizable success plans and playbooks, which standardize processes and ensure consistency in customer interactions. 

   Velaris Standout Features and Integrations:

   Standout features include an automation builder, which allows businesses to create flexible automation workflows with an intuitive drag-and-drop interface. Additionally, the AI Copilot leverages AI to provide proactive customer success management, including sentiment analysis and auto-creation of high-impact tasks.

   Integrations include Slack, Microsoft Teams, Intercom, MailChimp, Outlook, Google Drive, HubSpot, Jira, and Salesforce.

   Pros and Cons

   Pros:

   • AI-powered analytics to provide valuable insights
   • Collaboration features to engage with customers
   • Allows users to manage all customer information in one place

   Cons:

   • Initial setup may be complex
   • Could offer more integrations
   Learn more about Velaris:

   • Check out Velaris on their website
7. 

   7

   Formsuite

   Best for customizable customer satisfaction surveys

   • Free plan available
   • From $18/month

   Visit Website

   Customer Rating:5/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Formsuite is a survey and feedback platform designed to collect and analyze customer satisfaction data. It supports NPS, CSAT, and CES surveys with conditional logic, AI-powered response analysis, and automated alerts for low satisfaction scores.

   Who Is Formsuite Best For?

   Formsuite is a strong fit for small to mid-sized teams that need flexible, no-code tools to measure customer satisfaction without implementing a full-scale CX management platform.

   Why I Picked Formsuite

   I picked Formsuite because it offers a high degree of design control while still supporting structured satisfaction metrics. Teams can fully customize the look and feel of surveys to match their brand, including white-labeling on higher-tier plans. Combined with conditional branching and AI-powered summaries, this makes it easy to collect CSAT or NPS data and quickly understand what’s driving positive or negative responses.

   Formsuite Key Features

   • NPS, CSAT & CES templates: Built-in survey formats for tracking loyalty, satisfaction, and effort.
   • Conditional logic: Dynamically adjusts follow-up questions based on satisfaction scores.
   • AI response analysis: Automatically detects sentiment and highlights recurring themes.
   • Detractor alerts: Sends notifications when low satisfaction scores are submitted.

   Formsuite Integrations

   Formsuite connects with tools like Google Sheets, Slack, Google Analytics, and Stripe. It primarily integrates with third-party platforms through Zapier and supports webhooks for custom workflows.

   Pros and Cons

   Pros:

   • Strong survey design customization and white-label options
   • AI-assisted sentiment summaries reduce manual analysis
   • Conditional logic improves relevance of follow-up questions

   Cons:

   • Relies on Zapier for most third-party integrations
   • Lacks built-in ticketing or customer support workflow tools
   Learn more about Formsuite:

   • Check out Formsuite on their website
8. 

   8

   SurveyMonkey

   Best for small businesses

   • Free plan available
   • From $30/user/month (billed annually)

   Visit Website

   Customer Rating:4.6/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   SurveyMonkey is a survey and feedback management solution that enables you to collect and interpret feedback in order to improve your product. The platform offers a wide variety of survey templates, allowing you to start collecting customer information with ease. 

   Why I picked SurveyMonkey: I picked SurveyMonkey for my top 10 list because it offers a free plan and a selection of customer satisfaction survey templates, making it ideal for small businesses who are just starting to collect customer feedback. The platform has a clean interface and is easy to use, so you don’t need to be an experience CX specialist to identify actionable insights. 

   Despite its playful design, SurveyMonkey is a robust feedback collection tool that can help businesses of all sizes learn more about their users. 

   SurveyMonkey Standout Features and Integrations:

   Standout features include online polls, a CSAT score assessment, multi-channel response collection, and advanced survey logic. I like the fact that SurveyMonkey allows you to export your results in data formats that are compatible with presentation programs such as Microsoft PowerPoint or Google Slides because this makes it so much easier for novice users to showcase their work. 

   Integrations include CRM systems, email marketing platforms, and marketing automation solutions, such as Salesforce, HubSpot, Microsoft Dynamics, Mailchimp, Constant Contact, Marketo, Pardot, Tableau, Power BI, and Google Analytics. SurveyMonkey also offers a REST API so you can set up additional custom integrations as needed. 

   Pros and Cons

   Pros:

   • Good branding options
   • Allows you to invite team members to analyze feedback
   • Flexible, customizable tool

   Cons:

   • Setting up surveys with advanced logic could be easier
   • The free survey templates offer limited design customization options
   Learn more about SurveyMonkey:

   • Check out SurveyMonkey on their website
   • Read my in-depth review of SurveyMonkey
   • Explore best alternatives to SurveyMonkey
9. 

   9

   Zonka Feedback

   Best for customer journey tracking with NPS

   • 14-day free trial available
   • Pricing upon request

   Visit Website

   Customer Rating:4.7/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Zonka Feedback is an AI-powered customer feedback platform that collects, centralizes, and analyzes NPS, CSAT, and CES survey responses across email, SMS, WhatsApp, web, in-app, and kiosk channels.

   Who Is Zonka Feedback Best For?

   CX and VoC teams at mid-market businesses running feedback programs across both physical and digital touchpoints will find Zonka a strong fit.

   Why I Picked Zonka Feedback

   I picked Zonka Feedback because its Contact and User Journey Tracking feature maps NPS responses directly to specific touchpoints in the customer lifecycle. That means I can see exactly where satisfaction drops, whether it's post-onboarding, after a support ticket, or at renewal. I also rely on its AI Impact Analysis, which connects feedback themes directly to NPS score changes, so I know which issues are actually moving the needle.

   Zonka Feedback Key Features

   • Omnichannel survey builder: Create CSAT, NPS, and CES surveys for email, SMS, WhatsApp, web, and kiosk with logic branching and branding.
   • Unified feedback hub: Centralize feedback from surveys, helpdesk tickets, live chat, and online reviews in one platform.
   • Role-based dashboards: Deliver real-time insights tailored to executives, frontline agents, or VoC analysts with customizable widgets.
   • Compliance controls: Support GDPR and HIPAA compliance, ISO certification, and configurable data residency for secure customer data management.

   Zonka Feedback Integrations

   Zonka Feedback offers native integrations with Salesforce, HubSpot, Zendesk, Intercom, Freshdesk, Jira, Slack, Microsoft Teams, Google Sheets, and Mailchimp. It also supports Zapier and provides an API for custom integrations.

   Pros and Cons

   Pros:

   • Automated ticketing and case closure workflows
   • Real-time text analytics across languages
   • Journey-based feedback mapped to lifecycle stages

   Cons:

   • Included starting from lower-tier plans
   • Survey design options can feel limiting
   Learn more about Zonka Feedback:

   • Check out Zonka Feedback on their website
10. 

    10

    Product Fruits

    Best to survey users directly from your app or website

    • Free trial available
    • From $96/month (billed annually)

    Visit Website

    Customer Rating:4.7/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

    

    Product Fruits is a comprehensive platform designed to facilitate user onboarding for web-based applications. It provides a variety of tools such as tours, walkthroughs, checklists, hints, surveys, and feedback mechanisms to guide users through the application.

    Why I picked Product Fruits: I selected Product Fruits as a customer satisfaction software due to its personalized onboarding experiences which can significantly improve product activation rates, conversions, and NPS scores, while reducing the number of support tickets.

    Product Fruits enables businesses to collect feedback from customers, track feature requests, and analyze data to make data-driven decisions. The tool provides a collaborative platform where teams can create and share surveys, engage in discussions, and evaluate feedback to understand customer needs and preferences.

    Product Fruits Standout Features & Integrations

    Features include interactive tours and walkthroughs, onboarding checklists, and hints and tooltips, all of which guide users through an application and highlight its main functionalities. The tool also provides a feedback widget and in-app survey functionalities (including NPS surveys), allowing businesses to gather user feedback and measure satisfaction.

    Integrations include pre-built connections to mixpanel, Heap, Google Analytics, Slack, Smartlook, Segment, customer.io, and HubSpot.

    Pros and Cons

    Pros:

    • Can be implemented without a developer
    • The product is GDPR compliant
    • You only pay on monthly active users

    Cons:

    • Only a subset of features works with the Chrome extension
    • No support for native iOS/Android apps
    Learn more about Product Fruits:

    • Check out Product Fruits on their website
    • Read my in-depth review of Product Fruits