42 Best Customer Feedback Software for 2022

Best customer feedback software

Today’s competitive business market is overflowing with top brands fighting neck to neck to stay on top. In such a scenario, you may not want your loyal customers to switch to your competitors. 

But, no matter how hard you try, it isn’t easy to read your customer’s mind. Today they might purchase your product, but tomorrow they could abandon your brand.

So what can you do to retain your customers? Is it even possible to track your customer behavior?

Yes, you can collect their feedback on your brand offerings with simple questions like:

  • Are you happy with our products or services?
  • Did our customer service team address your pain points? 
  • Are you looking forward to a new product feature? 

And more.

Various customer feedback tools help you track your customers’ pulse consistently. All you need to do is customize the survey templates based on your business requirements.

In this blog, we will understand the growing importance of collecting customer feedback, discuss some must-have features, and explore over 40+ customer feedback software. Here we go!

What Is a Customer Feedback Tool

Not every customer might be satisfied with your brand offerings. Some may find your customer support slow, while others may find your business ideas redundant. That’s why you need a customer feedback tool to deep dive into their inner thoughts and understand their feelings. 

A customer feedback tool, as the name suggests, helps you capture the valuable opinions, interests, preferences, and satisfaction levels of your audience. 

Best customer feedback software offers different channels to collect data like surveys, website questionnaires, social and community feedback, online reviews, forms etc. For example, you can use a customer satisfaction survey to know if your customers are happy with your existing product features or want a new feature. With this crucial input, you can chart out a strategy to make changes to your products.

Read more: 12 Channels to Capture Customer Feedback

Importance of Collecting Customer Feedback

Collecting customer feedback comes with many benefits like improving your products or services, retaining your existing customers, measuring customer satisfaction, and more.

(a) Inexpensive Way to Improve Products and Services

Timely inputs are valuable for making quick changes to your products and services. For example, you can send regular customer surveys to understand the product usage experience. While some customers may encounter product bugs, others may have cost concerns.

Best customer feedback software comes with readymade survey templates that are easy to create and share. There is also an option to set recurring surveys. Since the survey process becomes automatic, you can save time and cut costs on fixing product issues.

(b) Measure Customer Satisfaction

Customer satisfaction is the degree to which your customers are happy with your product or service. Most of the customer feedback software comes with an option to create a customer satisfaction survey (CSAT). Using this survey, your customers can rate you on different aspects of your product/service: features, quality, time spent addressing queries, and more.

Read more: How to Measure Customer Satisfaction

(c) Identify Your Loyalty Customers

Research shows 77% of customers stay loyal to their favorite brand for ten years or more. Happy customers are the most vocal supporters of your brand. They are delighted with your customer service and share their experience with their friends and family. This leads to a better projection of your brand and an increase in free referral traffic.

You can easily understand your customer loyalty by conducting regular Net Promoter Score (NPS) surveys. By segmenting your survey responses, you can spot the promoters (9-10 score), passives (7-8 score), and detractors (0-6 score) of your brand.

(d) Convert Detractor Customers into Promoters

With regular customer feedback, you can adopt a focussed business strategy to deal with each set of customers, namely promoters (9-10 score), passives (7-8 score), and detractors (0-6 score).

Imagine one of your detractor customers has trouble downloading your mobile App. They tried to reach your customer support but got no response. In this case, you can follow up with them closely. Promptly apologize for the inconvenience and sort out the issue. Your detractors may eventually convert to your promoter customers.

You can realize the above benefits by spotting some important features in your customer feedback tool.

Features to Look For in Best Customer Feedback Software

Specific features to look for in customer feedback tools include customization, pricing, integration options, and more.

1. Pricing

If you are a small and medium-sized business, you might want to consider customer feedback platforms that offer sufficient free trials (14-30 days). This will help you understand all the product features before subscribing to a paid plan. Look for affordable yet quality tools which give you significant feedback collection capabilities in a basic plan.

2. Customization 

The customization capabilities give you the freedom to change the color, font, images, logos, etc., of your feedback survey or questionnaire. This feature is essential to brand and personalize your survey. Pick a customer feedback software that gives you the maximum customization options.

3. Integration Options 

Ensure that the customer feedback solutions come with an option to integrate with your already existing tools like MailChimp, Hubspot, and more. With integrations, you can collect more relevant customer data. For example, by connecting the survey tool to your CRM tools, you can identify potential leads online and source more business for your brand.

4. Flexible User Interface

Go for an online feedback platform that is simple, neat, and easy to use. You may not want to spend more time setting things up from scratch. Ensure that the buttons are visible, the fonts are clear, and the page breaks are customizable. 

5. Real-Time Response Collection and Analysis

As a brand, you might want to know what your customers think about your business every single minute. Hence, choose a customer feedback platform that helps you to view and analyze responses in real-time. Opt for reports that take the form of simplified charts and bar graphs.

Going ahead, you can choose from versatile customer feedback software, which comes with all the above exciting features.

Read more: 100+ Customer Satisfaction Survey Questions

Top Customer Feedback Softwares

Based on the type of feedback collection, customer feedback tools are categorized into survey tools, visual feedback tools, user testing tools, and more. Let’s explore each of these categories in detail.

1. Survey Tools

A survey tool is a top customer feedback tool that is used to collect actionable feedback from your customers. By editing the customizable survey templates of these customer feedback apps, you can easily create and share a survey that suits your business needs.

Some of the top survey tools are:

(a) ProProfs Survey Maker

ProProfs Survey Maker

ProProfs Survey Maker is one of the best user feedback tools available in the market. By just editing the 100+ customizable survey templates, you can create a survey in minutes. For example, you can use ready-to-use templates for customer satisfaction surveys (CSAT), net promoter score surveys (NPS), employee engagement surveys, and more. 

In addition to this, you can make your surveys more engaging and personalized by adding logos, scores, and polls. If you are a small or medium-sized business, check out the affordable forever-free plan.

Key features of ProProfs Survey Maker are:

  • A forever-free plan that lets you create unlimited surveys. 
  • An advanced survey reporting feature helps you access survey reports in the form of bar or pie charts.
  • Versatile question types like multiple choice questions, level scale, rating scale, and so on allow you to create engaging questions.
  • Share your survey via email, social media, website, link, offline, and more.

Pricing:

There are three pricing options for ProProfs Survey Maker

  • Forever free plan
  • Essentials plan starting at $0.05/response/month
  • Premium plan starting at $0.10/response/month

(b) Alchemer

Alchemer

Source: Alchemer

Alchemer is another online customer feedback tool focused on collecting actionable feedback from your target audience and creating an innovative customer experience. You can easily integrate Alchemer with your existing tools like CRM and ERP systems. You can even use Alchemer to create Voice of the Customer (VoC) programs and web page surveys.

When it comes to surveys, you can choose from over 25 interesting question types. You can also access several interesting features like conditional logic, question piping, page logic and randomization, and more.

Key features of Alchemer are:

  • Interesting survey templates ranging from an NPS survey to a customer satisfaction survey.
  • Use the poll scheduling feature to create a personalized user experience.
  • In-depth survey reports for analyzing your customer responses in a simplified manner.

Pricing:

Pricing for individuals and small teams:

  • Collaborator plan starts at $49/month
  • Professional plan starts at $149/month
  • Full access plan starts at $249/month
  • Pricing for enterprises and businesses: Custom pricing

(c) Survicate

Survicate

Source: Survicate

Survicate is the best tool for customer feedback that can be used by marketing, product development, or marketing teams with ease. Using this, you can easily create a net promoter score (NPS) survey, website survey, InApp survey, and so on within minutes. In addition, you can even collect feedback from your website visitors using the website feedback button.

In addition, you can make use of conversational surveys for an engaging customer experience. In this way, you get to know your customer satisfaction on a real-time basis.

Key features of Survicate are:

  • Option to select templates like customer satisfaction (CSAT) survey, customer effort score (CES) survey, product-market fit survey, user experience survey, and so on.
  • Easy integration with third-party applications like Hubspot, Zapier, Google Analytics, and more.
  • Use a centralized customer feedback hub to manage customer feedback.
  • Create conversational surveys on intercom messenger.

Pricing:

Survicate pricing falls into four categories:

  • Forever free plan
  • Essential plan starts at $49/month
  • Professional plan starts at $99/month
  • Ultimate plan starts at $249/month

(d) SurveyMonkey

SurveyMonkey

Source: SurveyMonkey

SurveyMonkey is another effective tool to track customer feedback. With comprehensive templates, SurveyMonkey has a simple user interface to customize any complex branching type of questions. One interesting fact about SurveyMonkey is that you can even edit a live survey.

Also, SurveyMonkey integrates well with popular tools like Mailchimp, Slack, Zapier, Microsoft Teams, and more. A basic free plan becomes handy if you are a small business or a solopreneur.

Key features of SurveyMonkey are:

  • Versatile question bank with hundreds of questions. 
  • Option to randomize survey questions to reduce order bias.
  • Add survey logos, images, color to personalize your brand.
  • Exciting option to edit a live survey.
  • Share surveys via customized links, QR code, email, social media, website embedding, and so on.

Pricing:

SurveyMonkey pricing falls into two categories:

Personal Plans

  • Basic free plan
  • Standard plan starts at Rs. 899/month
  • Advantage plan starts at Rs. 1999/month (annual plan)
  • Premium plan starts at Rs. 4999/month (annual plan)

Business Plans

  • Team Advantage plan at Rs. 1550/user/month starting for three users (billed annually)
  • Team Premier plan at Rs. 3800/user/month starting for three users (billed annually)
  • Enterprise plan at custom prices

(e) Typeform

Typeform

Source: Typeform

Typeform is an online feedback tool using which you can create innovative and conversational surveys. For example, you can attach photos and videos to your survey questions. By just signing up using your email address, you can access a free plan. In addition, there is an interesting videoask feature. Using this, you can interact with your customers face-to-face and build stronger relationships.

Key features of Typeform are:

  • Choose from a wide variety of forms, quizzes, surveys, and test templates.
  • Interesting video library with customizable survey templates.
  • Option to create conversational surveys to increase your survey response rates.
  • Easy integration of surveys to Google Sheets,  MailChimp, and so on.

Pricing:

Typeform pricing comes in the form of 4 plans:

  • Basic free plan
  • Essentials plan starts at $35/month
  • Professional plan starts at $35/month when you are paying for a year
  • Premium plan starts at $70/month

2. Voice of the Customer Tools

Voice of the customer tools are handy to collect real-time dynamic feedback from your online consumers. Most of these customer feedback tools come with an option of easy embedding on your website. Based on the specific webpage your customer browses, you can popup different questions to understand their sentiments.

(a) Qualaroo

Qualaroo

Source: Qualaroo

Qualaroo is a top customer feedback software that helps you collect reliable real-time feedback from your customers. It is ten times more effective as compared to a regular survey. By embedding it on your website, you can collect unique information from your different web pages.

The flagship feature of Qualaroo is sentiment analysis. You can analyze your customer feedback text to know their sentiments. Certain keywords help you understand if your customers are happy, sad, indifferent, angry with your brand offerings.

Key features of Qualaroo are:

  • Advanced Qualaroo nudge feature to collect ongoing feedback from your website visitors.
  • 3rd party integration with tools like google analytics, intercom, slack, salesforce, and so on.
  • AI-powered sentiment analysis to track customer sentiments and opinions.
  • Easily share your surveys using multiple platforms like mobile, apps, websites, and other digital platforms. 

Pricing:

There are three pricing options for Qualaroo

  • Forever free plan
  • Essentials plan starting at $0.0008/page view/month
  • Premium plan starting at $0.0016/page view/month

(b) InMoment

InMoment

Source: InMoment

InMoment is a comprehensive voice of the customer tool. It offers a range of real-time feedback collection, online alerts, social reviews, advocacy solutions, and more. With social listening on multiple social media channels like you get an idea about your brand perception. 

Talking about survey feedback collection, you can collect anonymous responses and increase higher survey completion rates. Also, you can integrate InMoment with your favorite tools like Slack, ZenDesk, and Workday.

Key features of Calabridge are:

  • Integrate indirect feedback data from sources like CRM and point of data to make dynamic business decisions.
  • Use text analytics across multiple languages to understand what your customers think about your brand.
  • Use an AI-driven adaptive sentiment engine to recognize new terms and phrases in customer feedback.
  • Experience Intelligence (XI) platform allows you to understand emerging trends in customer feedback.

Pricing:

Custom pricing

(c) Clarabridge

Clarabridge

Source: Clarabridge

Clarabridge is one of the top customer feedback software available in the market. This customer experience management platform helps you analyze customer feedback from various sources like surveys, online reviews, and other brand mentions. Other exciting features of this tool include sentimental analysis, keyword tracking, emotion analysis, and more.

The AI-powered Natural Language Processing(NLP) technique ensures that every word of your customer feedback text is analyzed well. This helps you to deduce their opinions better and address crucial issues.

Key features of Clarabridge are:

  • Listen to your customer conversations and effectively analyze the text using the best text analytics solution.
  • Use sentimental analysis to decode the intent behind your customers’ responses.
  • Use keywords in the feedback to easily monitor the customer effort while interacting with your brand.
  • Understand what customers think while interacting with your brand by using emotion analysis.

Pricing:

Custom Pricing

(d) Qualtrics

Qualtrics

Source: Qualtrics

Qualtrics is another reliable voice of the customer tool. Using this tool, you can easily collect feedback from your target customers on a real-time basis. Some other interesting features to watch out for are Qualtrics IQ, NPS surveys, Qualtrics Experience Management Platform (XM), and more.

The account managers of your organization can handle multiple client accounts from a single Qualtrics dashboard. It is easy to get a top-level view of minor challenges and sort them out proactively.

Key features of Qualtrics are:

  • Understand your customer loyalty with advanced NPS survey templates.
  • Qualtrics IQ uses advanced AI capabilities to understand the real-time needs of your customers, what customers are talking about your brand, and much more.
  • Qualtrics Experience Management Platform (XM) gives you multiple customer data collection options like email, web, link, social sharing, and much more.
  • Easy integration with tools like Marketo, Adobe, Salesforce, and so on.

Pricing:

Qualtrics has three pricing options:

  • CoreXM Standard starts at $30/month (billed annually)
  • CoreXM Advanced available at custom pricing
  • CoreXM Professional available at custom pricing

(e) Feedbackify

feedbackify

Source: Feedbackify

Feedbackify is a top client feedback tool to collect instant and real-time data from your customers. By just installing an HTML code on your website, you can get started with collecting customer feedback. From simple form templates to advanced branding, these features are sufficient for any big or small business to get started with ease.

Also, the simple feedback form gives detailed demographic information about your customers. This could take the form of their location, web-browser details, etc.

Key features of Feedbackify are:

  • Create a simple feedback form using the existing templates in minutes.
  • Ensure branding and customization by adding your logo, images, color, and more.
  • Use a dedicated feedback dashboard to see all your feedback in real-time.
  • Understand the complete details of your form respondent like geographic location, operating system, browser, and more. 

Pricing:

  • 15-day free trial
  • A minor upgrade costs $19/month

(f) Verint ForeSee

Verint ForeSee

Source: Verint ForeSee

Verint ForeSee is a popular customer feedback software that handles customer feedback in an automated manner. It is powered by machine learning (ML) and artificial intelligence (AI) technologies. Using this, you can access comprehensive customer behavioral data to make essential business decisions. 

Also, there is an option to set real-time alerts. You receive a notification when a customer mentions your brand or drops a query on your website.

Key features of Verint ForeSee are:

  • Obtain customer-initiated feedback and obtain real-time data.
  • Create custom dashboards for store leaders, executives, contact centers, and more.
  • Create actionable industry benchmarks spread over the industry, touchpoint, or channels.
  • Quickly analyze unstructured data with integrated speech and text analysis.

Pricing:

Custom Pricing

3. Online Review Tools

Customer reviews help in building a positive brand image and enhance consumer trust. In addition to this, most of the customers prefer recommendations by a friend or family member instead of being influenced by ads. Hence, online review tools are a reliable customer feedback platform for forming a long-term strategy for your business.

(a) TrustPilot

TrustPilot

Source: Trustpilot

TrustPilot is a comprehensive online review tool that helps you consolidate multiple reviews on a single platform. Using this top feedback software, you can easily mail your customers asking for a review of your brand. Reviews are sourced through social media, community forums, and more. 

In addition, even employees can share the review link across their web handles and email signatures. Small businesses can easily make use of a basic free plan to understand the fundamental features.

Key features of Verint TrustPilot are:

  • Send automated review invitations to bulk email lists.
  • Use the connect module option to embed a review form on your website.
  • With Trustpilot’s API, customize review invitations via chat, QR code, and more.
  • Integrate Trustpilot to Apps like Shopify Plus, Woo Commerce, Magento Commerce, and so on.

Pricing:

  • Basic free plan
  • Standard plan starts at $199/month billed annually
  • Custom plan with add on features

(b) KiyOh

Kiyoh

Source: KiyOh

KiyOh is cost-effective and easy to set up customer feedback software for your business. There are options to set personalized reviews based on different types of customers.

 Plus, you can opt for automatic review collection settings as well. With alarm notifications, you can stay updated whenever a customer gives their feedback. 

Key features of KiyOh are:

  • Send personalized review invites to your customers via WhatsApp, SMS, Email, Facebook, and so on.
  • Easily embed a rating scale in the review email to collect faster responses.
  • Use the XML feed option to create customized review widgets on invoices, social media, websites, and more.
  • Use shop review and product review options to find and rate your product/services faster.

Pricing:

KiyOh comes with three pricing plans:

  • Go Plan starts at 24.95 Euros/month
  • Pro Plan starts at 29 Euros/month
  • Premium Plan starts at 99 Euros/month

(c) Feefo

Feefo

Source: Feefo

Feefo is another reliable customer feedback tool that helps you collect and display your brand’s ratings, text, rating, star format, and more. In addition to reviews, you can also create attractive surveys like an NPS survey. There is also an option to come out with social media ads to get more customers.

In addition, Feefo also helps you to get organic traffic to your website. This is achieved with suggestions on how to increase the search engine optimization techniques for your website.

Key features of Feefo are:

  • Use Feefo hub to create feedback campaigns, view responses, and respond to reviews.
  • Spot, tag, and track aspects in the feedback that is relevant for your business.
  • Use photo and video reviews to make your website more engaging and personalized.
  • Use surveys and reach out to your target audience with tailored feedback requests. 

Pricing:

Feefo comes with three pricing plans:

  • Essential plan comes with a free trial and custom pricing
  • Complete plan comes with a free trial and custom pricing
  • Enterprise plan is available with custom pricing

(d) ReeVoo

Reevoo

Source: ReeVoo

ReeVoo is a customer feedback tool that helps you collect detailed feedback at the product level. By showing the product reviews on specific pages, you can build consumer trust and enhance the purchase rate of your product. 

In addition to reviews, you can also tap real-time customer conversations to understand their sentiments towards your brand. This includes Q & A forums, user recommendations, website feedbacks, social media mentions, and more.

Key features of ReeVoo are:

  • Dedicated dashboard to manage all your ratings and reviews.
  • Easy integration with Google to ensure the visibility of reviews
  • ‘Ask an owner’ option to get feedback about a product from the owner directly.

Pricing:

Customized quote option

(e) Bazaarvoice

Bazaarvoice

Source: Bazaarvoice

Bazaarvoice is another reliable customer feedback tool with interesting features like sentiment analysis, leveraging customer opinions through ratings and reviews, and more. Also, you get customized solutions for lead conversion on websites or app stores.

Also, with the Bazaarvoice syndication reporting feature, you can understand your content’s proper outreach. There is also a mechanism to detect fraudulent content and keep your website protected.

Key features of Bazaarvoice are:

  • Use the ‘connections’ feature to join customer conversations online and enhance consumers’ trust in your brand.
  • Use premium network insights for sentiment analysis, competitor insights, performance tracking, and more.
  • With the help of social analytics, understand what engages your customers most on social media.

Pricing:

Custom Pricing

4. User Testing Tools

User testing tools are used to understand different aspects of the customer journey. When you get a holistic understanding of your customer, it becomes easier to understand their needs and challenges and serve them better.

(a) Hotjar

Hotjar

Source: Hotjar

Hotjar is one of the most popular customer feedback systems available in the user testing tools category. The exciting features of Hotjar include survey feedback collection, heatmap to analyze customer behavior, instant visual feedback, and more. 

You get a clear idea of how your customer is engaging with your website in real-time. For example, which website pages have more views, the links that they click on, etc.  Moreover, you can integrate Hotjar with your favorite third-party tools like Slack, Hubspot, Zapier, etc.

Key features of Hotjar are:

  • Understand the reasons behind user behaviors by triggering customized survey questions at different touchpoints.
  • Visually understand your user behavior on your website via heatmaps.
  • Have a real-time understanding of your visitor’s clicks, mouse movements, etc., by a live recording of their behavior online.
  • Setup visual feedback dashboard to get instant visual feedback from your online visitors.

Pricing:

Customized quote option

(b) Mouseflow

Mouseflow

Source: Mouseflow

Mouseflow is an interesting online feedback tool to capture user behavior on your website anonymously. By understanding the real reasons behind their scrolling behavior, you can spot their pain points and serve them better. Also, there are over a dozen integrations to your favorite tools like WordPress, Google Analytics, Blogger, and more.

Various plans cater to different businesses. If you are a startup, use the forever-free plan to reap maximum benefits.

Key features of Mouseflow are:

  • With the form analytics feature, understand why users abandoned your form.
  • Analyze page-by-page customer journey with funnel tracking.
  • Use a heatmap suite to uncover every user activity on your website, like clicks, scrolls, and more.
  • Create customized surveys to reach out to your customers with ease.

Pricing:

There are three tiers of pricing plans:

Standard plan:

  • Forever free plan
  • Starter plan starts at $24/month
  • Growth plan starts at $79/month
  • Business plan starts at $159/month
  • Pro plan starts at $299/month

Enterprise plan:

This is for large companies with traffic of over 200 000 sessions/month. It is available at custom pricing.

Agency partner program:

Available at customized pricing.

(c) CrazyEgg

crazyegg

Source: CrazyEgg

CrazyEgg is an easy-to-use customer feedback platform using which you can understand the complete visitor experience on your website: Which places are they browsing? Which link did they click on? From which page they dropped out? And more. There are specialized solutions for agencies, e-commerce industries, educational institutions, and more.

In addition, you can easily A/B test your website optimizations based on your organization’s objectives.

Key features of CrazyEgg are:

  • Use the heat maps feature to analyze the attention areas on different web pages.
  • The overlay feature helps you to analyze if shoppers are clicking on the intended areas on web pages.
  • With the recording option, get insights into which sections your users avoid, which areas the visitors have difficulty navigating, and more.

Pricing:

  • 30-day free trial
  • Basic plan starts at $24/month
  • Standard plan starts at $49/month
  • Plus plan starts at $99/month
  • Pro plan starts at $249/month
  • Enterprise plan at custom pricing

(d) FullStory

FullStory

Source: FullStory

FullStory helps you build a comprehensive customer feedback strategy to know user interactions with different web page elements. Features like on search, rage clicks, and so on give an in-depth analysis of user behavior. Everyone gets a clear picture of what works well, from managers to cross-functional teams, and what does not with the customers.

The click maps feature gives you an idea of your most popular web pages. You may want to optimize it for better lead generation.

Key features of FullStory are:

  • With omnisearch features, independently understand user interaction with a specific element on your website.
  • Use the rage clicks option to analyze which elements your online visitors are clicking on multiple times.
  • Easily integrate with popular 3rd party tools like BigCommerce, Salesforce, Slack, Shopify, and more. 

Pricing:

  • 14 days free trial
  • Get a demo of the business plan before plan upgrade
  • Enterprise plan at custom pricing

5. Visual Feedback Tools

Visual feedback tools are a class of customer feedback tools that help you collect feedback visually and in an engaging manner. This takes the form of screenshots, highlighting the essential sections, use of sticky notes, and more.

(a) Usersnap

Usersnap

Source: Usersnap

With this customer feedback tool, you can easily collect visual feedback using notes, comments, encircling, and more. You can even take screenshots to understand the behavior of your online visitors.

The best part is that it comes with a free trial of 2 weeks. You can easily create CSAT (customer satisfaction) surveys and NPS (net promoter score) surveys to gauge your customer sentiments. In addition, there are integration options to your favorite third-party tools like Jira, Slack, Trello, etc.

Key features of Usersnap are:

  • Make use of the ticket screenshot option to pin your user comments.
  • Understand customer journey by tracking and recording their flow at every touchpoint.
  • Access a single dashboard to view all the comments and reviews in one place.
  • Multilingual support to cater to different target audiences.

Pricing:

  • Two weeks free trial
  • Basic plan starts at $19/month
  • Startup plan starts at $79/month
  • Company plan starts at $149/month

(b) DebugMe

DeBugMe

Source: DebugMe

DebugMe is a visual feedback tool suitable for designers, project managers, developers, and clients alike. This comprehensive project management solution comes with its Kanban board to analyze customer feedback. Also, you can analyze your website based on technical parameters like operating system, browser version, plugins, etc.

This software is suitable for small and medium-sized enterprises. There is a free starter plan, and a cost-effective standard plan starts at just $8/month.

Key features of DebugMe are:

  • Use the DebugMe toolbar to collect website feedback from your online visitors easily.
  • Easily visualize bugs or issues using toolbar functions like drawing, highlighting or hiding elements, and more.
  • Option to integrate with 3rd party tools like Jira, Trello, Redmine, and so on.

Pricing:

DebugMe has four pricing plans:

  • Free starter plan
  • Standard plan at $8/month
  • Professional plan at $19/month
  • Enterprise plan at $45/month

(c) BugHerd

Bugherd

Source: BugHerd

Bugherd is a popular project management cum bug analysis software. You can easily use the visual dashboard to manage and analyze your tasks in one place. For example, you see which team member works on a particular task. They can, in turn, collaborate by dropping comments on the dashboard.

When it comes to the bug analysis feature, developers can use the client comments to solve product challenges. Also, you can easily integrate Bugherd with third-party tools like Zapier, Slack, WordPress, and so on.

Key features of Bugherd are:

  • Collect feedback from your guests using the simple point and click option on your website.
  • Enable the real-time commenting option to make your team members aware of the tasks.
  • Automatic capture of feedback from guests via screenshots.
  • Easily capture additional information like website URL, screen size and resolution, and so on.

Pricing:

  • 14-day free trial
  • Standard plan starts at $39/month
  • Studio plan starts at $59/month
  • Premium plan starts at $109/month
  • Enterprise plan available at custom pricing

(d) Saber Feedback

Saber Feedback

Source: Saber Feedback

Saber feedback is a simple and intuitive tool to source customer feedback on your website. You can do this by adding forms, triggering popups, and collecting visual feedback. All the feedback that you collect is visible on a single and comprehensive dashboard.

There is an option to add a feedback button and also capture a screenshot. This gives you a real-time understanding of your customer’s problems.

Key features of Saber are:

  • Website visitors can easily highlight issues on your website, which can be sent via email as a screenshot.
  • Select from customized feedback forms that can be easily embedded into your website.
  • Trigger user feedback with clearly visible feedback buttons.
  • Integrate with 13 3rd party applications like Jira, Trello, Slack, and more.

Pricing:

  • 10-day free trial
  • Bootstrap plan starts at $29/month
  • Startup plan starts at $59/month
  • Corporate plan starts at $199/month

6. Community Feedback Tools

A community feedback tool captures feedback from your target audience and publishes it on your company’s community forum. Thousands of consumers visit these forums before making a purchase. Also, there could be broader discussions centered around your product features in the forum. This leads to greater visibility of your brand, resulting in increased customer acquisition in the future.

(a) UserReport

UserReport

Source: UserReport

UserReport is a popular customer feedback software that helps you create powerful surveys and feedback widgets to collect feedback. These user reviews can be conveniently exported to community forums to enhance your brand image. Moreover, you can set newsletter signup options. This helps you analyze the background of customers interested in your brand offerings.

Key features of UserReport are:

  • Create localized feedback widgets to collect user feedback in more than 60 languages.
  • Use the premium option to view detailed user reports for your brand.
  • The kits option helps you to segment your audience across multiple media channels.
  • Easy integration with Google Analytics for advanced analysis of feedback.

Pricing:

  • Free trial available
  • Contact vendor for custom pricing

(b) IdeaScale

IdeaScale

Source: IdeaScale

IdeaScale is a customer feedback tool that can be easily integrated with any community forum. The designs are simple and easy to customize. Some key features include email notifications, group comments, voting on key issues, and more.

In addition, IdeaScale integrates well with project management cum collaboration tools. For example, you can easily connect IdeaScale to APIs like Yammer, Slack, Trello, and so on.

Key features of IdeaScale are:

  • Easy single sign-in option (SSO) to access the IdeaScale community.
  • Gather campaign-specific data with custom fields like profiles, ideas, and more.
  • Easily integrate with social media like Facebook for convenient feedback collection.
  • Smart tagging of users and moderators to easily segment conversations.

Pricing:

  • Engage plan starts at $12 999
  • Evolve plan starts at $21 999
  • Advance plan starts at $34 999
  • Transform plan starts at $64 999

(c) GetSatisfaction

GetSatisfaction

Source: GetSatisfaction

GetSatisfaction is a comprehensive customer feedback tool that helps you collect feedback from every page of a website. Then, you can export the feedback to a community forum. Users can respond to reviews, questions, suggestions, and more while participating in the forum discussions.

GetSatisfaction is compatible with both mobile and desktop. In this way, you can interact with your customers from anywhere, anytime.

Key features of GetSatisfaction are:

  • Easy to navigate through the interface and search for queries.
  • Convenient to integrate with third-party tools like SalesForce.
  • Reliable campaign management options like forum moderation.

Pricing:

  • Basic plan starts at $19.99/month.

(d) UserEcho

UserEcho

Source: UserEcho

UserEcho is an all-in-one customer feedback software with versatile features like helpdesk, chat, forum, knowledgebase, and more. Using the advanced analytics feature, you can quickly gauge your customer satisfaction after every customer service request. This includes analyzing the average response times, chat sessions, number of visits, and topic views.

Also, there is an option to create polls and surveys to understand your customer opinions. Based on these inputs, you can keep making dynamic changes to your brand offerings.

Key features of UserEcho are:

  • Option to create a comprehensive community forum to share ideas, answer questions, clarify product features, and more.
  • Use a voting system to understand the likes and dislikes of your customers.
  • Automatic search and display of answers to user questions.
  • Easily integrate with popular 3rd party applications like slack, google analytics, Jira, TMetric, etc.

Pricing:

  • 15 days free trial
  • Universal plan starts at $25/month

(e) UseResponse

UseResponse

Source: UserResponse

UseResponse is another community feedback collection tool that can be easily set up using open source code. Here, you can leverage more than 10+ customer support channels like live chat, email, social media, etc., to collect customer feedback. For example, when customers send their queries via email, you can quickly turn them into an email ticket. Also, you can segment your customers using their demographic details like location.

When it comes to integrations, you can easily link UseResponse to tools like Zoho, Jira, Confluence, Salesforce, and more.

Key features of UserResponse are:

  • Create a dedicated customer feedback portal to collect anonymous ideas and votes.
  • Access advanced customer feedback management workflows with advanced voting systems.
  • Set up triggers to automate easy processing of incoming feedback.
  • Easily manage reviews from Google play store and Apple play market.

Pricing:

  • 14 days free trial
  • Enterprise cloud plan starts at $1490/year
  • On-premise solution starts at $4800/year

8. Video Feedback Tools

Video feedback tools help you gather customer feedback in real-time and in an engaging manner. With the help of videos, you can easily see where your customers get stuck up while interacting with your brand. Hence, you can create a personalized experience for your online visitors.

(a) Loom

Loom

Source: Loom

Loom is a popular video feedback tool to capture customer behavior. You can capture instant feedback on your different web pages. If you are a sales personnel or a marketing executive, you can pitch your ideas quickly to your customers. It is one of the easiest ways to grab their attention and understand their sentiments better.

Small businesses and solopreneurs, watch out; there is an affordable free plan to get started with.

Key features of Loom are:

  • Easy to install on windows, chrome, mac, and iOS.
  • Convenient to record your screen with or without a camera.
  • Share the video via instant links.
  • Edit your video with options like trimming, call to action, thumbnail, and more.
  • Set video security through password setting or blocking specific emails.

Pricing:

  • Free starter plan
  • The business plan starts at $10/month
  • Advanced plan available with custom pricing
  • Free education plan for teachers

(b) Screencastify

Screencastify

Source: Screencastify

Screencastify is a simple video recording software. Your customers can easily record their screens and share video feedback. Also, you can generate exciting product demo videos and enhance your business growth.

While Screencastify is available as a chrome extension, it is also cost-effective for small businesses. You can access a forever-free plan for your basic feedback requirements.

Key features of Screencastify are:

  • Automatic saving of videos to Google Drive.
  • Easy to monitor users’ facial expressions and tone to understand their sentiments regarding your products.
  • Create product demos and videos for your prospective customers.
  • Make it convenient for users to find troubleshooting and solution videos.

Pricing:

  • Forever free plan
  • Unlimited plan starts at $49/year

(c) CloudApp

CloudApp

Source: CloudApp

CloudApp is an all-in-one customer feedback software to create video and image feedback, record screens, use GIFs and screenshots, and more. Then, CloudApp analytics gives you a detailed overview of your video shares, views, and clicks. This helps you understand the underlying customer sentiments and serve them better.

Moreover, you can easily connect CloudApp with your favorite third-party tools like Trello, GitHub, Jira, and more. Here too, there is an affordable free plan for individual users.

Key features of CloudApp are:

  • Easily capture a user’s scroll, click, and tab to tab movement.
  • Use GIFs to create an engaging experience for your website visitors.
  • Annotate your images by adding arrows, images, text, and more.
  • Conveniently upload and share large files.

Pricing:

  • Free plan for individual users
  • Pro plan for individual users at $12.95/month
  • Team plan starts at $9/month
  • Enterprise plan is available at custom pricing

8. Social Feedback Tools

Social feedback tools employ indirect feedback collection by listening to what people talk about your brand on the various social media platforms. These social listening tools give you alerts whenever someone mentions something about your brand online.

(a) Sprinklr

sprinklr

Source: Sprinklr

Sprinklr is an all-in-one social media management tool with exciting features like campaign briefing, workflow management, advocacy marketing, feedback analytics, and more. With Sprinklr, you can make your customer interactions more engaging by connecting the tool to other CRM tools.

If you are a large company with multiple social media handles, Sprinklr allows it to be handled from a single platform. In this way, you get to know what your customers talk about your brand on social media and community forums. Also, you can provide specific tags for different campaigns, thereby segmenting your audience better.

Key features of Sprinklr are:

  • Access AI-powered real-time customer feedback analytics.
  • Collect feedback from 20+ social media channels.
  • Use automation to classify, prioritize, and tag messages based on keywords.
  • Make use of conversational AI techniques to quickly solve repetitive query issues. 

Pricing:

  • Custom pricing

(b) Brand24

Brand24

Source: Brand24

Brand24 is another AI-powered sentiment analysis tool that helps you track customer opinions on social media. You can get instant notifications when people talk about your brand online. Using this data, you can come out with customized campaigns for business growth.

Also, you get to access the influence scores. Influence scores give you an idea of your industry influencers. Using this information, you have a clear picture of which interaction is beneficial for your business in the future.

Key features of Brand24 are:

  • Easily spot sudden changes in the discussion volumes about your brand online.
  • Analyze your industry influencers with influencer scores.
  • Customized discussion alerts via email or in-app notifications.
  • Automatically export the feedback data into pdf, Xls, and infographic formats.

Pricing:

  • 14-day free trial
  • Plus plan starts at $49/month
  • Premium plan starts at $99/month
  • Max plan starts at $199/month

(c) HubSpot

Hubspot

Source: Hubspot

Hubspot is a versatile customer feedback platform that provides various services in marketing, CMS, CRM, sales, customer service, and more. Using the Hubspot CRM solution, you can automatically monitor your customer sentiments via social media, email, live chat, etc.  In addition, with robust forms, you can easily convert your visitors into leads and enhance your business growth story.

When it comes to integration, you can easily connect Hubspot with your favorite 3rd party tools like Gmail, WordPress, Google Calendar, and more. The best part is that Hubspot CRM is available free of cost.

Key features of Hubspot are:

  • Easily monitor social mentions of your brand from a single platform.
  • Create custom keyword tracking to understand in-depth messages.
  • Reply to comments directly from the Hubspot dashboard.
  • Generate in-depth and campaign reports to analyze your brand performance on different social media platforms.

Pricing:

  • Certain free tools
  • Starter growth suite at $50/month
  • Professional growth suite at $1343/month
  • Enterprise growth suite at $4200/month

(d) Hootsuite

Hootsuite

Source: Hootsuite

Hootsuite is a popular social media management tool. It has advanced capabilities for creating target audience-specific campaigns. For example, you can easily connect to popular social media platforms like Facebook, LinkedIn, Twitter, Youtube, and more. Plus, you can automate your social media posts by scheduling them in advance. 

Also, it is easy to create and set up ad campaigns to win more customers. The best part is that Hootsuite also acts as a social listening tool by constantly monitoring your customers’ opinions on social media.

Key features of Hootsuite are:

  • Easily create and schedule posts for multiple platforms at once.
  • Respond to messages from multiple platforms on a single dashboard.
  • Get a customizable report for all social platforms in a simplified format.

Pricing:

  • Limited free plan
  • Professional plan starts at Rs. 1260/month
  • Team plan starts at Rs. 6600/month
  • Business plan starts at Rs. 45000/month
  • Enterprise plan is available at custom pricing

(e) Sprout Social

Sprout Social

Source: Sprout Social

Sprout social is another sought-after social analytics tool. There are customized solutions for different industries like computer software, retail, education, and travel. From engagement tracking to social listening, you get a clear picture of what customers are talking about your brand. The Smart Inbox feature lets you bring all the social media messages of your brand on a single platform.

Also, the advanced reporting functionality helps you see the engagement level of your customers on a single dashboard.

Key features of Sprout Social are:

  • Easily label and sort messages to identify the most relevant and specific feedback.
  • Make use of the power of chatbots to respond to incoming messages.
  • Strengthen online reputation with reviews on TripAdvisor, Google, Facebook, and more.
  • Sort your incoming messages based on keywords, profiles, networks, and so on.

Pricing:

  • 30-day free trial
  • Standard plan at $99/month
  • Professional plan at $149/month
  • Advanced plan at $249/month

9. NPS Survey/Customer Loyalty Tools

A Net Promoter Score survey makes use of the popular customer metric of NPS to understand customer loyalty. A single rating scale (0-10) question, “How likely will you recommend our company to your friends and family?” gives you a clear picture of what customers think about your brand. Are they happy with your products or services? Will they switch to your competitors? And much more.

(a) ProProfs Net Promoter Score

ProProfs Net Promoter Score

ProProfs Survey Maker comes with a dedicated NPS survey template to collect actionable feedback from your customers. Be it a customer support NPS or post-sale NPS, you can quickly get started with the available 100+ templates. Further, you can customize your NPS survey by adding colors, fonts, images, and more.

In addition to the standard NPS question, there is an option to ask a follow-up ‘comment’ question. This is essential to understand why customers gave you a particular score.

Key features of ProProfs Net promoter score are:

  • Personalize your NPS survey by adding logos, images, colors, fonts, and more.
  • Easily segment your customers into detractors (0-6 score), passives (7-8 score), and promoters (9-10 score).
  • Share surveys via multiple channels like links, emails, social media, websites, and so on.
  • Access advanced reporting feature to analyze survey responses: % of detractors, passives, and promoters; who took your survey, when did they take your survey, and more.

Pricing:

There are three pricing options for ProProfs Survey Maker

  • Forever free plan
  • Essentials plan starting at $0.05/response/month
  • Premium plan starting at $0.10/response/month

(b) CustomerSure

CustomerSure

Source: CustomerSure

CustomerSure is another versatile customer feedback tool that comes with NPS survey templates. You can embed the NPS form on your website, send it via email, or share it on social media. With a real-time analytics feature, you can share the right metrics with your team.

In addition, you can easily set up real-time alerts for urgent issues. In this way, you can ensure a greater level of customer satisfaction and increase business growth.

Key features of CustomerSure are:

  • Customize NPS surveys based on your brand needs.
  • Multilingual support to create user-friendly surveys.
  • Easily categorize feedback and add notes for future reference.
  • Set up real-time notifications and alerts.

Pricing:

  • CX Starter plan starts at 199 pounds/month
  • CX Pro plan starts at 399 pounds/month
  • CX Pro-Plus plan starts at 999 pounds/month
  • Custom pricing plan option

(c) AskNicely

AskNicely

Source: AskNicely

With AskNicely, you can easily track multiple customer metrics like CSAT, NPS, CES, and more. You can use various channels to share your surveys via the web, SMS, or email. Not just that, you can segment the NPS results based on customer responses, department or product-wise, and different phases of the customer journey.

Also, AskNicely is compatible with many third-party tools like Intercom, Zendesk, Zapier, Hubspot, etc. With direct integration with CRM tools, you can quickly respond to customer queries on any platform.

Key features of AskNicely are:

  • Innovative ‘Publish feedback’ feature to publish your user feedback on more than 40+ CRM platforms like Salesforce.
  • Built-in workflow management tools to drive reviews and referrals.
  • Directly publish feedback on mobile apps, TV dashboards, PowerPoint, and so on.

Pricing:

  • Feedback plan that tracks NPS, CSAT, and CES available at custom pricing
  • Frontline + Insights plan for teams available at custom pricing
  • Custom solutions plan with tailored options

(d) Podium

Podium

Source: Podium

Podium is another popular messaging tool that uses video chat, webchat, SMS, and more to collect actionable feedback from your target audience. You can easily manage brand reputation by understanding what customers talk about your brand on different channels. Using the podium platform, you can assemble all the customer conversations in one place.

In addition, Podium also comes with a sentiment analysis feature to understand your customer satisfaction. Using these insights, you can create benchmarks for your brand and visualize your marketing strategy better.

Key features of Podium are:

  • Get real-time feedback by embedding NPS surveys on your website.
  • Monitor reviews and automate review requests. 
  • Sentiment analysis features to find the common trends in your customer reviews.
  • Conveniently send SMS payment links to your customers to close the deals at the earliest.

Pricing:

Custom pricing

Ready to Choose the Best Customer Feedback Software?

Using a customer feedback tool is one of the easiest ways to improve your products or services. You can easily understand your customer loyalty and the probability of their retention. To become a customer-focused business, you need to collect feedback at different touchpoints of the customer journey.

Customer feedback software falls into different categories such as survey tools, video feedback tools, visual feedback tools, social media monitoring tools, and more. To select the ideal tool for your business, you need to keep various factors in mind like cost, user interface, customization options, automation capabilities, integrations, and so on.

Want to choose the best customer feedback software? Get started with ProProfs Survey Maker, which gives you the option to create customizable surveys with ease.

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About the author

Jared Cornell

Jared is a customer support expert. He has been published in CrazyEgg, Foundr, and CXL. As a customer support executive at ProProfs, he has been instrumental in developing a complete customer support system that more than doubled customer satisfaction. You can connect and engage with Jared on Twitter, Facebook, and LinkedIn.

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