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With so many different customer feedback software solutions available, finding the right one for your needs is tough. You know you want software to help you understand your customer needs better so you can improve your services and increase customer satisfaction, but you need to figure out which option is best. In this post, I'll help you make your choice easier by sharing my insights on the best customer feedback software to collect, manage, and analyze customer opinions, based on my own CX experience.

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We’ve been testing and reviewing customer feedback software since 2021. As CX professionals ourselves, we know how critical and difficult it is to make the right decision when selecting software.

We invest in deep research to help our audience make better software purchasing decisions. We’ve tested more than 2,000 tools for different customer experience use cases and written over 1,000 comprehensive software reviews. Learn how we stay transparent & our software review methodology.

10 Best Customer Feedback Software Comparison Chart

This comparison chart summarizes basic details about each of my top customer feedback software selections. You can view pricing details and the availability of free trials or demos side-by-side to help you find the best software for your budget and business needs.

Tools Price
Sogolytics From $25/month (billed annually)
UserGuiding From $89/month (billed annually)
SurveySparrow From $19/month
Canny From $79/month
ReviewFlowz From $29/month
Product Fruits From $89/month
Jotform From $39/user/month
Survicate From $59/month
Hotjar From $59/month
Intercom From $74/month (billed annually)
Preview Image - <h2 class="c-block__title b-summary-table__title c-listicle__title h3" > Compare Software Specs Side by Side</h2>

Compare Software Specs Side by Side

Use our comparison chart to review and evaluate software specs side-by-side.

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How to Choose Customer Feedback Software

Choosing the right customer feedback software can significantly improve your operations, enabling you to effectively gather, organize, and analyze customer feedback.

As you're shortlisting, trialing, and selecting customer feedback software consider the following:

  • What problem are you trying to solve - Start by identifying the gap you're trying to fill and specify the features and functionality the customer feedback software needs to provide.
  • Who will need to use it To evaluate cost and requirements, consider who'll be using the software and how many licenses you'll need. You'll need to evaluate if it'll just be the customer service team or the whole organization that will require access. When that's clear, it's worth considering if you're prioritizing ease of use for all, or speed for your customer feedback software power users.
  • What other tools it needs to work with Clarify what tools you're replacing, what tools are staying, and the tools you'll need to integrate with, such as accounting, CRM or HR software. You'll need to decide if the tools will need to integrate together, or alternatively, if you can replace multiple tools with one consolidated customer feedback software.
  • What outcomes are important - Consider the result that the software needs to deliver to be considered a success. Consider what capability you want to gain, or what you want to improve, and how you will be measuring success. For example, an outcome could be the ability to get greater visibility into performance. You could compare customer feedback software features until you’re blue in the face but if you aren’t thinking about the outcomes you want to drive, you could be wasting a lot of valuable time.
  • How it would work within your organization Consider the software selection alongside your workflows and delivery methodology. Evaluate what's working well, and the areas that are causing issues that need to be addressed. Remember every business is different — don’t assume that because a tool is popular that it'll work in your organization.

Best Customer Feedback Software Reviews

Here are brief descriptions of my top 10 customer feedback software solutions that showcase each tool’s best use case and noteworthy features, plus screenshots to give a snapshot of their user interface. I’ve also included 10 additional bonus solutions below if you’d like even more options to consider.

Best for custom survey design with question branching

  • 10-day free trial + free plan available
  • From $25/month (billed annually)
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Rating: 4.5/5

Sogolytics is an advanced online survey and data collection platform designed to help businesses and organizations gather valuable feedback from their customers. It offers a comprehensive suite of tools for designing, distributing, and analyzing surveys, making it an ideal choice for those seeking to enhance their customer feedback processes. 

One of the standout features of Sogolytics as a customer feedback software is its intuitive survey design capabilities. Users can create highly customized surveys using a wide range of question types and templates, ensuring that each survey is tailored to meet specific feedback needs. The platform also offers advanced logic and branching options, allowing for personalized survey paths based on respondents' answers. 

Surveys can be distributed through multiple channels, including email, social media, SMS, and embedded directly on websites. This flexibility ensures that businesses can engage with customers through their preferred communication methods, increasing response rates and the overall quality of feedback. Additionally, Sogolytics offers real-time feedback collection, enabling businesses to act quickly on customer insights.

Additionally, the platform provides detailed data analysis with customizable reports and dashboards, allowing businesses to easily interpret and visualize survey results. Advanced features such as text analysis, sentiment analysis, and trend tracking help businesses uncover deeper insights and patterns in customer feedback.

Notable integrations include Salesforce, Microsoft Dynamics 365, Google Analytics, Slack, Zapier, HubSpot, Zendesk, Mailchimp, and Oracle.

Best for its customer microsurveys with real-time insights

  • 14-day free trial
  • From $89/month (billed annually)
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Rating: 4.7/5

UserGuiding is a product walkthrough and user onboarding software designed to facilitate the creation of interactive product walkthroughs and user onboarding processes. It stands out for its code-free approach, allowing companies to design and implement onboarding experiences without the need for technical programming skills, which is a significant advantage for businesses looking to onboard users efficiently.

UserGuiding provides a comprehensive suite of features that facilitate the collection of user insights through NPS surveys and in-app surveys. What makes UserGuiding different is its emphasis on micro-surveys that can collect feedback from the customer and display the resulting data in real time within the tool.

You can select the ready-to-use templates or create the survey you need from scratch in under 5 minutes. Once you have collected enough information, you can download the data to your computer so you can manipulate it in other software.

NPS surveys let you collect feedback that is more related to customer sentiment. An analytics page will display the resulting information and you can dig deep to find specific customer behaviors with the user-specific activity feed. Additionally, you can leverage its Slack integration to receive in-app notifications with responses.

Integrations include Mixpanel, Segment, Intercom, Slack, Google Analytics, Google Tag Manager, Woopra, and HubSpot.

Best flexible customer surveys with conditional logic branching

  • 14-day free trial + free plan available
  • From $19/month
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Rating: 4.4/5

SurveySparrow’s customer feedback survey platform allows you to create and share customer feedback surveys that are conversational in nature. One of its biggest selling points is the fact that it is the world’s first multi-UI platform that offers both chat-like surveys and conversational forms.

Another key feature of SurveySparrow’s customer feedback survey platform is conditional logic branching. It has display logic and skip logic features, which allow you to enable queries based on the respondent’s previous answers. This ensures that only the most relevant questions are given to the audience according to the way they answer questions. All other irrelevant or unnecessary questions will automatically be hidden away.

SurveySparrow supports recurring surveys as well. It is equipped with a feature that lets you share pulse surveys with your customers automatically, based on a predefined trigger and/or frequency. You can set up the platform as to when and how frequently the pulse surveys must be delivered to respondents. The customer feedback survey tool will take care of the rest automatically.

The diverse question types and the reporting module are features that make this customer feedback survey platform a reasonable option for CX teams. If you’re looking to improve customer experience, then having the ability to create surveys with diverse question types to suit your needs is an advantage.

SurveySparrow costs from $99/month and comes with a 14-day free trial.


Best for tracking customer feedback and feature requests

  • Free plan available
  • From $79/month

Canny is a customer feedback collection tool that helps product and user experience teams capture and track customer feedback, feature requests, and other ideas. It connects businesses with their target audience, allowing you to gain valuable insights for product development.

I like that Canny allows you to gather feedback from different sources, so concerns and ideas for improvement don't fall through the cracks. It also allows you to interact directly with customers to help you gain more insight into their comments, whether you require more context around their concerns or want to dig deeper into their needs.

The platform also allows you to analyze feedback through features like segmentation, tags and categories, voters, and MRR impact. For example, you can filter feedback based on user groups like paying customers.

Furthermore, Canny provides a valuable tool for prioritizing feature requests into actionable workflows. You can score and rank feature suggestions, create public or private roadmaps, send status updates via email, and set estimated dates for when you expect new features to be available.

Integrations include Discord, Microsoft Teams, Intercom, Slack, GitHub, HubSpot, Google Workspace, Okta SSO, Google Analytics, Jira, and more.

Best for SaaS review generation

  • 14-day free trial available
  • From $29/month
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Rating: 4.7/5

ReviewFlowz is a review and testimonial software tailored for SaaS companies, enabling them to generate and manage customer reviews through features like review widgets, review API, and review monitoring.

I selected ReviewFlowz after evaluating its specific features tailored for SaaS companies. Its standout attributes include the ability to create review generation campaigns swiftly, the integration with various software through a 'magic link' feature, and the monitoring of reviews across different platforms.

Additionally, it offers real-time monitoring of reviews via communication channels like Slack, Microsoft Teams, and email, and includes an AI-powered assistant for tagging and analyzing reviews. Users can also filter the reviews they receive based on scores or keywords. Additionally, ReviewFlowz provides the capability to track competitor reviews, which can help businesses understand their market position and discover new leads.

ReviewFlowz offers integrations with Slack, Microsoft Teams, and Zapier. It also offers API access for higher-tier plans.

ReviewFlowz offers a 14-day trial and pricing starts at $29/month.

Best for its feedback widget and in-app survey feature

  • 14-day free trial
  • From $89/month
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Rating: 4.7/5

Product Fruits is a user onboarding platform that provides a variety of features to assist users in navigating applications. These features include tours, walkthroughs, checklists, hints, surveys, and feedback tools, as well as in-app announcements, a knowledge base, and AI writing capabilities.

Its comprehensive suite of features facilitates easy feedback submission and bug reporting. It stands out for its user-friendly feedback widget that requires no coding, making it accessible to users of all technical levels. This widget can be customized for visibility on specific pages or URLs, providing flexibility in its application.

Where deployed, this widget allows users to submit a screenshot or video recording of their screen. Additionally, the backend allows you to program if you want to push feedback submissions to a specific support inbox or as messages in Slack.

If you need to collect feedback other than bug reports and issues, Product Fruits has an easy-to-use survey builder that you can visually customize to fit your brand and deploy in minutes. The system makes it easy for users to submit their feedback and sends all information in real time to dashboards that you can look at anytime.

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

Best customizable digital forms for feedback collection

  • Free plan available
  • From $39/user/month
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Rating: 4.7/5

Jotform Enterprise is an online form builder solution that allows companies to build and publish online forms and record responses. It's well-suited for collecting customer responses since CX teams can create custom forms with different elements like their drag-and-drop form builder and widgets to gather basic customer data and specific customer feedback based on their needs.

Jotform Enterprise comes with one free plan and four paid plans. The main difference between the five plans is the number of forms you can create per month, the number of monthly submissions and views, the number of form fields per form, and the number of signed documents you can host.

Other features across their plans include customizable forms, flexible form fields, form views, data storage, and payment submissions. Jotform Enterprise includes priority support, a custom domain, local data residency, and white labeling features. Additionally, businesses will have access to offline forms for on-the-go deals and activities, surveys for feedback and employee performance reviews, multiple-user access, approvals for automated workflows, and conditional logic.

Integrations are available with Dropbox, Google Sheets, Hubspot, Mailchimp, PayPal, Slack, and many other systems.

Best for gathering customer insights

  • 10-day free trial
  • From $59/month
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Rating: 4.6/5

Survicate is a survey software tool that enables businesses to collect feedback from customers through various methods, including email, website, in-product, and mobile in-app surveys. The platform offers a range of metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES) to help measure and understand user experiences.

This platform facilitates the creation and distribution of surveys to collect insights from customers. With over 150 survey templates available, Survicate allows for quick survey creation that can be further customized to fit specific needs. Survicate also includes a 'Book a Call' feature, enabling direct scheduling of calls with customers.

Moreover, Survicate offers a centralized feedback hub that can be used to collect and organize insights from various sources. This enables businesses to track customer data from integrated platforms like Intercom, HubSpot, Segment, and more, all in one place. This aggregation of feedback allows for a comprehensive view of customer opinions and experiences, facilitating the analysis and action on the data collected. 

Other integrations include Marketo, Pipedrive, Shopify, GetResponse, Salesforce, Mailchimp, Google Analytics, Drip, Freshdesk, and Zoho.

Pricing starts at $59 per month.

A 10-day free trial is also available.

Best user analytics tool with feedback & survey features

  • 15-day free trial + free plan available
  • From $59/month
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Rating: 4.4/5

Hotjar is a tool that provides insight into how users interact with your website. The tool’s standout feature is heatmaps. This visualizes user behavior on your site by showing where users click, move, and scroll on each page on your website. This is powerful insight you can use to optimize your website experience for the actions you want customers to take.

Hotjar is also effective feedback and survey software. Use the latter to collect feedback as people browse your website. You can even ask people to highlight which parts of the page they like or dislike. If a customer provides negative feedback, you can watch a visit recording to see what went wrong in their session and then optimize any pain points.

Survey features allow you to collect more information. You can use on-site surveys to collect answers from customers in real-time. Or you can create surveys and send them via a link. The tool has an easy-to-use survey builder and plenty of survey templates.

If you want survey and feedback features, pricing starts at $59 per month for 250 monthly responses.

Pricing starts at $178 per month if you need the heatmap and session recording tools.

Best business messaging with feedback built in

  • 14-day free trial
  • From $74/month (billed annually)
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Rating: 4.4/5

Intercom is a business messaging app with features for collecting customer feedback. The main product is the chat widget you install on your website or app. You can customize this to provide resources relevant to the page the customer is on. You can also use the widget to collect feedback.

Create rules so that users are automatically asked a question at specific points in the customer journey. For example, if a customer uses a feature three times, you can ask them for their opinion of the feature.

All this happens within your product, so customers provide feedback while the experience is fresh. Another cool way to gather feedback via Intercom is with reactions. You can add these to your knowledge base or help articles to let customers quickly tell you how helpful the article was.

If people consistently say an article wasn’t helpful, consider updating it to provide more useful information. Feedback is just one small part of Intercom’s overall package, which contains a ton of features for sales marketing and customer support teams.

The company doesn’t publicize pricing, but you can ask for a demo on the website.

Other Customer Feedback Software

Here are a few more worthwhile options that didn’t make it into my top 10 list of the best customer feedback software, but are still worth checking out:

If you still haven't found what you're looking for here, check out these related customer feedback software that we've tested and evaluated.

Selection Criteria for Customer Feedback Software

Selecting customer feedback software requires a detailed analysis of its functionality and how well it meets specific use cases. My approach is rooted in extensive personal experience, having tried and researched numerous customer feedback tools. Here’s how I evaluate these solutions, broken down into specific criteria, each with its own set of weightings to reflect their importance in the overall selection process.

Core Customer Feedback Software Functionality: 25% of total weighting score

To be considered for inclusion on my list of the best customer feedback software, the solution had to support the ability to fulfill common use cases. These include:

  • Collecting feedback across multiple channels (e.g., email, web, mobile).
  • Analyzing feedback for actionable insights.
  • Integrating with other CX and CRM tools to enrich customer profiles.
  • Automating the collection and analysis of feedback.
  • Personalizing follow-up actions based on feedback received.

Additional Standout Features: 25% of total weighting score

  • Advanced analytics capabilities that go beyond basic sentiment analysis, such as predictive analytics for customer behavior.
  • Unique feedback collection methods, like video feedback or interactive polls, that enhance engagement.
  • Seamless integrations with a wider range of business tools not commonly supported by competitors.
  • Customizable feedback loops that allow businesses to tailor the feedback process to specific customer segments.
  • Innovative use of AI and machine learning to automatically categorize and prioritize feedback.

Usability: 10% of total weighting score

  • A clean and intuitive interface that makes it easy for both customers and CX teams to navigate.
  • The balance between powerful features and ease of use to ensure teams can leverage the tool without extensive training.
  • Drag-and-drop functionality for survey creation and template customization, facilitating quick deployment.

Onboarding: 10% of total weighting score

  • Comprehensive training materials, such as video tutorials, templates, and interactive product tours.
  • Availability of dedicated support during the onboarding phase, including chatbots and webinars.
  • A straightforward setup process that allows teams to start collecting and analyzing feedback promptly.

Customer Support: 10% of total weighting score

  • Responsive support teams are available through multiple channels (e.g., live chat, email, phone).
  • The presence of a knowledgeable community or forum where users can exchange tips and solutions.
  • Proactive support, including regular updates and guidance on new features.

Value For Money: 10% of total weighting score

  • Pricing structures that offer flexibility for businesses of all sizes.
  • The range of features available in relation to the price ensures businesses pay only for what they need.
  • Availability of free trials or freemium plans that allow businesses to test the software before committing.

Customer Reviews: 10% of total weighting score

  • Consistency in positive feedback regarding usability, support, and functionality.
  • How the tool has helped businesses improve their customer feedback management processes.
  • Any reported drawbacks or limitations and how they might impact your specific needs.

By applying these criteria, you can confidently select customer feedback software that not only meets your immediate needs but also supports your long-term customer experience goals.

The evolution of customer feedback software is marked by several distinct trends that reflect a shift towards more engaging, integrated, and insightful approaches to capturing customer feedback.

Here's a distilled overview of the key trends:

Holistic Feedback Collection and Analysis The industry is moving toward comprehensive solutions that gather feedback across multiple touchpoints. This holistic approach aims to capture a full spectrum of customer experiences, providing businesses with a more detailed and nuanced understanding of their customers. Also, the integration of real-time analytics signifies a shift towards immediate, actionable insights, enabling businesses to respond swiftly to customer needs and preferences.

Enhanced Engagement and Response Rates There's a noticeable pivot towards making feedback mechanisms more engaging and interactive. The use of conversational interfaces and the automation of feedback collection at critical moments are efforts to increase response rates by making the process more intuitive and less intrusive for customers. This trend acknowledges the importance of maintaining a delicate balance between gathering valuable insights and respecting the customer's time and experience.

Advanced Integration and Customization The demand for feedback tools that seamlessly integrate with existing business ecosystems is on the rise. This trend underscores the necessity for feedback mechanisms to not only collect data but to fit within a broader workflow, enhancing efficiency and effectiveness. Similarly, the ability to customize these tools to meet specific business needs is increasingly important, allowing for more targeted, relevant feedback collection and analysis.

Prioritizing Accessibility and User-Friendly Design The emphasis on accessibility and ease of use in feedback software highlights the recognition of diverse user needs. By ensuring that these tools are straightforward and accessible to all users, businesses can broaden their reach and ensure that no valuable feedback is lost due to technological barriers or design oversights.

Decreasing Importance of Traditional Surveys A shift away from traditional, lengthy surveys towards more dynamic and engaging feedback forms indicates a changing landscape. This trend reflects a broader recognition of customer time constraints and the need for feedback processes that are not only efficient but also capable of capturing high-quality insights.

Together, these trends point towards a future where customer feedback mechanisms are more integrated, responsive, and user-focused. This evolution suggests that businesses will have access to deeper, more actionable insights, enabling them to foster stronger, more informed relationships with their customers.

What is Customer Feedback Software?

Customer feedback software is a platform that helps businesses collect, manage, and analyze feedback from their customers. This software typically includes features such as surveys, feedback forms, and analytics tools to help companies gather insights into customer needs, preferences, and opinions.

By using customer feedback software, businesses can make data-driven decisions to improve their products, services, and customer experiences, ultimately leading to increased customer satisfaction and brand loyalty.

Features of Customer Feedback Software

The best customer feedback tools make creating surveys and collecting and analyzing feedback easy. Here are the key features to look out for:

  • In-app feedback: Allows immediate feedback within your product. This feature is crucial because it captures users' thoughts and experiences in real-time, leading to higher engagement and more accurate feedback. These surveys are typically short and specific, which can help decrease abandonment rates.
  • Automated surveys: Facilitates automatic feedback collection post-interaction. It's essential for gathering immediate, unbiased customer reactions without additional effort from your team, ensuring a consistent feedback loop.
  • Survey builder tools: Enable the creation of custom surveys, quizzes, and questionnaires. These tools are a backbone for collecting specific insights, offering flexibility to tailor questions directly to your needs, saving time with templates and drag-and-drop interfaces.
  • Analytics: Provides a deep dive into feedback data. Analytics turn raw feedback into actionable insights, allowing you to understand trends, sentiments, and areas needing improvement, aligning your product closer to customer needs.
  • Segmentation: Allows feedback analysis based on user demographics or behavior. Segmenting users ensures that feedback is contextual, making it easier to tailor responses and improvements to specific user groups.
  • Workflows: Helps in automating responses to feedback. Setting up workflows ensures that no piece of feedback goes unnoticed, allowing your team to act swiftly on customer insights.
  • Feature requests: Tracks and prioritizes suggestions for product improvements. This feature is a goldmine for innovation, enabling you to align product development with what users genuinely want and need.
  • Form Builder: Lets you design custom feedback forms. This flexibility ensures you can craft questions that probe precisely the areas you're interested in, from post-purchase opinions to service satisfaction.
  • Sentiment analysis: Analyzes the emotional tone behind feedback. Understanding sentiment helps you grasp the nuances of customer satisfaction, guiding you to address issues or areas of delight more effectively.
  • Added extras: Includes additional tools like product analytics, messaging, or sentiment analysis. These bonus features enrich your understanding of the user experience, offering more angles to engage with and learn from your customers.

Benefits of Customer Feedback Software

By leveraging customer feedback software, businesses can directly tap into the pulse of their customer base, gaining invaluable insights that inform product development, service enhancements, and customer experience strategies. Here are five primary benefits of customer feedback software:

  1. Insights into customer needs and preferences: Allows precise tailoring of products and services. This direct line to customer feedback illuminates what users truly want, enabling businesses to refine their offerings and ensure they meet the market's demands effectively.
  2. Identifying areas for improvement: Pinpoints specific challenges within the customer experience. By systematically analyzing customer feedback, businesses can identify and address issues promptly, enhancing the overall quality of their service and product offerings.
  3. Data-driven decision-making: Supports informed strategic choices. Customer feedback provides a solid foundation of data, helping businesses to move beyond guesswork and make decisions that are anchored in real user experiences and preferences.
  4. Improved customer satisfaction and loyalty: Builds stronger relationships with customers. Acting on feedback demonstrates to customers that their opinions are valued, fostering a sense of belonging and loyalty. This can lead to increased customer retention and positive word-of-mouth.
  5. Staying competitive: Ensures relevance in a fast-paced market. Regular feedback helps businesses stay aligned with customer expectations and ahead of evolving trends, enabling them to adapt swiftly and maintain a competitive edge.

With these tools at your disposal, enhancing customer satisfaction and loyalty while steering your offerings to meet the exact needs of your market becomes not just a goal, but an ongoing reality.

Costs And Pricing For Customer Feedback Software 

Customer feedback software is an essential tool for businesses aiming to gather, analyze, and act upon feedback from their customers. This type of software helps companies improve their products, services, and customer experiences by collecting valuable insights directly from their users.

Whether you're running a small startup or a large enterprise, there's a wide range of customer feedback software options available, each with its own set of features, capabilities, and pricing plans. These solutions can range from simple survey tools to comprehensive feedback management platforms, catering to different business needs and budgets.

For those with little to no experience in using such software, understanding the various plan options and their pricing can be a crucial step in selecting the right tool for your business.

Plan TypeAverage PriceCommon Features
Free$0Basic surveys, Limited responses, Email support, Basic analytics
Basic$10 - $50/monthAdvanced survey options, Unlimited responses, Email and chat support, Basic analytics, Custom branding
Professional$50 - $200/monthComprehensive feedback tools, Advanced analytics, Multi-user access, Integration with CRM systems, Priority support
Enterprise$200+/monthCustomizable feedback channels, Full analytics suite, Dedicated account manager, Custom integrations, 24/7 support

When considering customer feedback software, it's important to assess both your current and future needs, as well as your budget. Start with a plan that offers the essential features you need today, knowing you can upgrade as your business grows and your requirements become more sophisticated.

New & Noteworthy Product Updates

Below, you’ll find my take on the latest and greatest customer feedback software product updates. Discover what’s now possible through feature releases, improvements, and updates on web, desktop and mobile apps. Learn what’s new, if it’s hot—or not, and why it matters for collecting, managing, and analyzing customer feedback.

April 2024: Customer Feedback Software Updates

SurveySparrow Update Notes

SurveySparrow's update enhances API functionality by allowing users to manage multiple APIs more efficiently, upgrade security protocols, and improve system performance

SurveySparrow has updated to API v3 to enhance the integration capabilities of their platform. This new version moves from API v1 and introduces improvements aimed at providing a more secure, high-performing, and scalable API environment. These enhancements simplify the process of integrating SurveySparrow with external systems and applications, allowing for a more fluid exchange of data across different platforms. For instance, the API makes it easier to sync survey responses with CRM tools, automate workflows, and develop custom integrations, thereby helping organizations to manage their operations more effectively.

The introduction of API v3 brings several technical improvements that directly impact the efficiency of data management and application performance. By enhancing the API's performance, SurveySparrow ensures that users experience quicker response times and greater system reliability. This is particularly important for CX teams that rely on timely and accurate data to make informed decisions. Moreover, the improved scalability means that as the demand increases, the system can adjust without compromising performance, ensuring steady functionality even as usage scales.

For users, the upgrade to API v3 is important for maintaining and enhancing the operational continuity of their data-driven activities. The enhanced security features protect sensitive data and system integrity, essential for compliance and trust. The future-proof design of API v3 also means that as SurveySparrow introduces new features and capabilities, the API will remain compatible, minimizing potential disruptions. This ensures that customer experience teams can continue to rely on SurveySparrow for their survey-related tasks without the need to overhaul their systems with each new software update.

Verdict: Hot! The upgrade to API v3 addresses the critical need for enhanced integration and data management capabilities in SurveySparrow. This means you can now customize, optimize, and future-proof your integrations. 

Intercom Update Notes

In April 2024, Intercom launched a feature called "Filter views by channel," allowing support teams to create channel-specific views in their help desk environment. This allows users to create and modify views filtered either by the initial or current channel through which customer interactions begin or are conducted, covering platforms such as web messengers, email, social media, and phone. These views can be tailored using various conversation attributes and are displayed in real time, facilitating the organization of the Help Desk through custom folders and clearly titled views that reflect the chosen filters.

This update streamlines the workflow for support teams by enabling quicker response times and more focused monitoring of customer interactions across different channels. By segregating conversations by channel origin, support personnel can prioritize and address urgent matters more efficiently, manage their direct reports effectively, and maintain oversight of critical conversations. The ability to customize and organize views according to specific needs ensures that teams can adapt their workspace to better manage their workload and enhance overall customer service productivity.

Verdict: Hot! The update eliminates the clutter and inefficiency of managing multi-channel communications. It addresses the need for better customization and organization within Help Desks, which can lead to improved customer service and team productivity.

Gainsight Update Notes

Gainsight's update enhances PX Analytics by improving in-app CTA analytics for detailed engagement insights.

April 2024 saw the introduction of enhanced PX Analytics functionalities in Gainsight, including new functionalities for segment management where users can preview, search, and export data about users within a segment. There are also improved analytics for in-app CTAs, offering more precise insights into user engagements and interactions. These enhancements are designed to deepen insights into product usage and engagement, thus enabling more targeted and effective customer success strategies.

For businesses, these updates mean a more granular understanding of user behaviors and preferences, which can be pivotal for tailoring product offerings and marketing strategies to meet customer needs more effectively. This not only aids in retaining customers by enhancing user satisfaction but also helps in attracting new ones by leveraging refined engagement strategies based on solid data analytics. 

Verdict: Not! While the enhancements in segment management and analytics are useful, they represent iterative improvements rather than transformative changes to Gainsight's core functionalities.

March 2024: Customer Feedback Software Updates

UserGuiding Update Notes

UserGuiding introduces the "Product Updates" feature, enabling teams to communicate directly with users, gather instant feedback, and organize content efficiently.

UserGuiding's new "Product Updates" feature serves as a dedicated hub within an app to communicate updates and announcements directly to users. It enables agile product teams and customer success personnel in SaaS companies to publish content on a specialized page, gather on-spot feedback through reactions and comments, and effectively manage and organize updates with tags and grouping options. Integration with UserGuiding’s Resource Center further enhances navigation and accessibility of content.

This feature creates a closer connection between users and software providers by keeping users informed about the latest changes, allowing them to provide immediate feedback, and influencing future developments. Users benefit from an organized system of tracking and accessing updates through grouping and tagging, ensuring quick and effortless navigation to relevant information. The Booster functionality also ensures that essential updates are prominently highlighted, promoting ongoing engagement and communication.

Verdict: Hot! This update bridges the gap between users and software developers by enabling direct feedback on product changes. It enhances functionality significantly, making it both a newsworthy advancement and a response to user demand for greater involvement in product evolution.

Hotjar Update Notes

Hotjar's Invite to Interview feature enhances feedback analysis by enabling direct follow-ups with survey participants.

In March 2024, Hotjar introduced the "Invite to Interview" feature, enhancing their survey and feedback tools by enabling direct follow-up interviews with survey respondents. This update integrates surveys with interviews, allowing users to invite survey respondents to clarify their feedback when their initial responses are vague or indicate a significant concern. This feature is particularly useful for marketers, product designers, managers, and researchers aiming to bridge gaps between user expectations and product functionality.

This new functionality allows for a more nuanced understanding of customer needs and pinpointing specific issues, which can be critical for product improvement. Inviting respondents to interviews directly from their survey answers helps transform detractors into promoters by addressing their concerns effectively, thus fostering loyalty and potentially turning them into brand advocates. Moreover, it speeds up the recruitment process for user testing, making it more efficient to gather actionable insights and make informed decisions that enhance user satisfaction and product performance.

Verdict: Hot! The update resolves the challenge of vague feedback in user surveys, which has been a significant barrier to actionable insights. It enhances the software's functionality by making it easier to understand and address specific user needs, thereby increasing the potential for product improvement and customer satisfaction.

Qualaroo Update Notes

Qualaroo's update simplifies survey management by enabling users to directly enable or pause surveys from the dashboard.

Qualaroo's March 2024 update introduces a feature allowing users to easily enable or pause surveys from the dashboard, eliminating the need to navigate through multiple tabs. This streamlined approach provides a centralized location where the status of each nudge can be easily viewed and adjusted with a simple click.

This update responds to frequent customer feedback seeking a more straightforward method to manage survey activities. By enabling users to quickly alter the status of surveys, it enhances the efficiency of survey management, allowing for more dynamic interaction with respondents and timely data collection.

Verdict: Not! This update merely adds convenience without introducing new capabilities or significantly enhancing user engagement strategies.

February 2024: Customer Feedback Software Updates

Usersnap Update Notes

Usersnap's update enhances feedback management by automatically integrating user context with each feedback entry.

In February 2024, Usersnap released an update that enables the automatic inclusion of user context with each piece of feedback. This means that when users submit feedback, the software can attach relevant data like the app version and subscription type, providing a clearer picture of the circumstances surrounding each feedback instance.

This update allows for more precise troubleshooting and tailored support, enhancing customer service by directly linking feedback to specific user experiences and configurations. It also streamlines the feedback process, enabling developers and support teams to prioritize and address user issues more effectively, based on the detailed context provided.

Verdict: Hot! Automatically adding user context resolves the challenge of understanding user issues in detail. It improves issue resolution and customer segmentation, which are critical for tailored user engagement and support.

Customer Feedback Software FAQs

Here are a few questions I wanted to address while writing on what tool provides feedback on the customer experience.

Why is customer feedback important?

By using customer feedback software, businesses can make data-driven decisions to improve their products, services, and customer experiences, ultimately leading to increased customer satisfaction and loyalty.

Customer feedback software is a type of platform that helps businesses collect, manage, and analyze feedback from their customers. It typically includes features such as surveys, feedback forms, and analytics tools to help companies gather insights into customer needs, preferences, and opinions.

How do I create a customer feedback system?

To create a customer feedback system, start by designing engaging pre and post-purchase surveys using free survey tools or other online survey software. Customize these surveys to be interactive and enjoyable, with multimedia elements if possible. Place them strategically after a purchase or service delivery to capture immediate experiences.

  • Incorporate Instagram story polls to gather casual feedback and gauge customer sentiment. This method is less formal and can provide quick insights into how customers view your products or services.
  • Utilize Facebook polls to engage with your broader audience. This can help identify areas of interest or concern among your followers, guiding content and business strategies.
  • Monitor social media for mentions of your brand. Use listening tools to catch discussions about your products or services. This real-time feedback can be crucial for addressing concerns swiftly and adjusting strategies accordingly.
  • Implement chatbots on your website or social media channels for instant feedback collection. Program these bots with specific questions related to customer satisfaction and experience to gather meaningful insights.
  • Lastly, employ Messenger surveys for a direct feedback loop. Use SurveySparrow, one of the tools listed above, to create conversational feedback surveys that feel personal and engaging, encouraging more customers to participate.

Throughout the process, ensure feedback collection is a mix of direct questions and interactive engagement. Offer incentives where appropriate and always thank customers for their feedback. By prioritizing customer feedback through an effective system, you ensure continuous improvement and enhance customer satisfaction.

How do these customer feedback tools handle data privacy and GDPR compliance?

When it comes to data privacy and GDPR compliance, customer feedback tools are designed with a strong emphasis on protecting user information and adhering to legal standards. These platforms ensure compliance by implementing features such as consent forms, data anonymization, and secure data storage practices. They provide options for customers to opt-in or out of data collection, making sure that customer data collection processes are transparent and respect user privacy. Additionally, they often offer tools for data management, allowing businesses to easily comply with user requests for data access, rectification, or deletion, as mandated by GDPR.

Can customer feedback software help in identifying customer trends over time?

Absolutely! Customer feedback software is incredibly effective in spotting trends and patterns in customer behavior over time. These tools are equipped with analytics and reporting capabilities that track and analyze feedback across various touchpoints, allowing businesses to discern shifts in customer preferences, satisfaction levels, and expectations.

What other user feedback resources do I need?

If you’re in the market for customer feedback software, these resources might also be of assistance:

What other software should be in my CX toolkit?

In addition to the tools listed above, your CX toolkit could benefit from including:

What Do You Think About This List?

Up to 74% of customers will switch to a competitor if your path to purchase is too difficult for them to navigate. Collecting feedback is the best way to discover the information you need to build top-notch CX products. That's where customer feedback software can help. This list contains some of the best options available for collecting that feedback. 

Some of the tools are dedicated to this single task, while others have more complex features. Choose the best one for you by considering what you need and then trying out a few of the tools that offer this functionality. 

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