Features
8 minute read

Customer Feedback Tools

Author
Team Responsely
Date
February 18, 2021

Are you struggling to get customer feedback for your business?

You’re not alone. Many businesses have trouble gathering actionable customer feedback. In fact, no single product ever runs out of feedback because “perfection” is impossible to achieve. Think of Microsoft. Or Tesla. There’s always something for customers to talk about. Your goal is to find out what they’re saying.

Today’s business environment is more competitive than ever. To give your business an edge over competitors, you have to use everything at your disposal. Customer feedback tools can help you to achieve just that.

Fortunately, you’ll be relieved to learn that there are plenty of customer feedback tools out there. The real task is identifying the best one for your needs.

In this article, we’re going to delve into the world of customer feedback tools and show you how to evaluate them.

What Is a Customer Feedback Tool?

A customer feedback tool is a software solution designed to gather, sort, and analyze feedback from your customers. The analysis yields a report with actionable insights into your product.

The ideal customer feedback tool gathers feedback at all stages of the sales cycle. That way, you’re able to identify positives and negatives about your product and single out areas that need more focus.

Research shows that a whopping 73% of customers consider customer experience a crucial factor when deciding whether to do business with an organization. Great customer experience nurtures brand loyalty, which in return results in more sales. A loyal, satisfied customer is likely to refer a product to others.

Why Use Customer Feedback Tools?

Gathering positive feedback is good, make no mistake. It’s critical, negative feedback that’s more important for your business. Your business should strive to identify unsatisfied customers because they help you to identify weak points, which, when acted upon, result in a better product or service. A customer feedback tool can help in this respect.

In addition, using a feedback tool enables you to convert qualitative leads into measurable insights that can help you to improve your product.

You’re also able to come up with a benchmark for customer satisfaction which you can then share with your team to ensure that certain scenarios don’t play out repeatedly.

we want your feedback

How to Evaluate Customer Feedback Tools

There are dozens of customer feedback tools on the market today, and navigating through them all to pick the one that best fits your business needs can be an uphill task. Luckily, we’ve summarized some criteria to help you make an informed decision.

Ease of Use

A customer feedback tool should make user data gathering easier, not harder. It should be easy to use and understand. The user interface should have simple and clear instructions, and feedback results should be presented in simple language. In addition, the customer service team should be user-friendly and happy to respond to your queries 24/7.

Features and Capabilities

Before choosing a customer feedback tool, you should make a list of all the features you’d like. Do you want bulk email surveys that are customized to fit your brand? Do you wish to implement in-app surveys to get live feedback from users? These are questions you should ask yourself before looking up the available feedback tools. This ensures that you know exactly what you want, making decision-making much easier.

Integration with Existing Software

These days, businesses run on a software stack. You’re probably already using some software to manage certain aspects of your business. For example, you possibly have a customer support system already in place. The customer feedback tool you choose should combine nicely with your existing management tools.

Personalization

It’s important to pick a customer feedback tool that allows you to personalize your data gathering tools. For example, you can add things such as your official logo and brand slogan to online surveys and feedback forms.

Security

A customer feedback tool that doesn’t safeguard the security of your product, resources, as well as your clientele’s personal information is just not worth investing in. Even as you gather feedback, it’s important that your customers feel secure and safe. Only then can they be confident enough to respond.

customer feedback illustration

Frequently Asked Questions

What is a customer feedback tool?

A customer feedback tool is a software solution designed to help businesses gather actionable customer feedback. The information gathered can then be measured and analyzed to provide insights into various aspects of the business and help the management to make data-driven decisions.

What are the types of customer feedback?

The most popular customer feedback methods include surveys, contact forms, emails, usability tests, and on-site analytics. Businesses also use exploratory customer interviews to gather data about a product. In recent times, social media platforms are also being used to gather feedback.

For instance, you’ll find Facebook forums dedicated to a specific product, where users can ask questions and freely air their opinions.

What are the best customer feedback tools?

Responsely has been widely hailed as a game changer in the customer service industry thanks to its advanced editor that simplifies creating and branding feedback campaigns. It enables you to establish your customers’ pain points in just 60 seconds.

It makes use of futuristic feedback metrics to help you uncover your product’s strengths and weaknesses.

Other customer feedback tools on the market include HubSpot, Qualaroo, GetFeedback, and CustomerSure.

segment campaigns

How do you track customer feedback?

You can easily track customer feedback at various stages of the sales cycle and gather it on a centralized dashboard. After that, the feedback can be categorized, sorted, or assigned to specific teams.

Why should you ask for customer feedback?

Asking for feedback helps you to bring to light any pain points in your business for swift resolution. In addition, it sends a message that you value your clients’ opinion.

The True Value of Feedback

Customer feedback tools have revolutionized the way businesses interact with customers. At the very least, they can give your business a competitive edge in a crowded market. And the good thing about feedback tools is that they can gather data discreetly without your customers even noticing.

Hopefully, this article has given you a better understanding of feedback tools. Nothing should stop you from diving right in to gather feedback and gain insights into your business.