Customer feedback has the power to change the world permanently. If every business owner took the time to listen to what their customers have to say, their businesses would develop faster and grow with more ease. If you’re a business owner and want to become even more successful, you should pay close attention to customer feedback so you can build upon the information you have collected.
You could do that in multiple ways. One method requires you to extract and analyze tons of data using specific tools, and the other is to ask your customers about what they think directly through surveys and questionnaires. That’s why we’ve put this collection of tools that can help you improve your offers based on your customer’s feedback.
Understanding the importance of customer feedback
Customer feedback is a must if you want to grow your business and build a healthy brand that people will come back to when they need specific products or services. You must understand what your customers want so you can provide a better offer and get an edge over your competitors.
That’s why it’s very important that you communicate with your customers and ask them what they think about your offer and what could use some improvements. However, the way you contact your customer is as important as contacting them in the first place.
The line between following up immediately after purchase and spamming your customers with long and detailed surveys is very thin, so you must choose your approach wisely. Not only that, your questionnaires and surveys have to be on point and relevant as well. That means that you shouldn’t ask them to provide their thoughts on deeply technical product features and so on. You don’t want to bother them, but you still want to get the information you can use in the future.
That’s exactly why you should use the most suitable customer feedback tool, one which will cover all your customer relations needs. Software solutions that are designed to help you get insight into what your customers think without bothering them. Customer feedback tools are also ideal for building a strong relationship with your customers.
How to keep it in check as an online business
You should know that your customers are your biggest asset. If they already chose your products and came back for more, you should ask them why that is and what exactly do they like about your product or offer. It’s much easier to satisfy returning customers than attract new ones, which is why you should ask your old customers why they stay true to your offers. You can do that by using all kinds of techniques such as:
- Providing a free customer support helpline
- Including a FAQ section on your website
- Following up sales with short surveys
- Providing free products or discounts for recurring customers
Building a strong relationship with your customers is one of the best methods for increasing sales. You will build trust with each recurring customer, and they will spread the word about your business.
You should also be aware of the fact that customer feedback never stops. The idea is to keep improving your offer and service, which means that you’ll have to ask your customers to provide you with feedback every few months or so. You can use the surveys to inform your customers about new products and offers while getting priceless information that will allow you to strengthen your relationship even further.
Making quick one-off profits might boost your sales, but you won’t get a stable base to grow your business in the long-run. By showing your customers that you care about their thoughts, you will build a strong bond that will benefit both sides and lead to better offers and more sales in the future.
Software to help you manage these tasks:
Trustmary is a tool that focuses on helping customers get feedback, turn the feedback to reviews and leverage the reviews in your marketing. So gathering and analyzing feedback is just one part of Trustmary.
You should especially consider Trustmary if you are a sales organization that also wants to get ROI out of the customer feedback you get.
SurveyMonkey is one of the survey tools on the market, and it’s used by millions of websites and businesses worldwide. The reason for that lies in the many features the software provides for creating surveys.
It’s a complete solution that provides many useful features such as automated reporting, permission controls for easy data sharing, and an entire set of customization tools that allow you to tune your survey to your brand’s identity. Another reason why SurveyMonkey gained such massive popularity is that it allows simple integrations with over 100 apps and plugins. That means that you can use it to streamline data gathering and organize it according to your needs.
You don’t need more than a few minutes to set up a survey and you can choose between 15 different types of questions, including multiple-choice, open comments, and Likert scales. The free version provides access to 10 different questions, 100 respondents, and 13 question types. To get full access to the tool, you will have to get a paid subscription that costs $25/mo.
Userbrain is a customer feedback software that focuses more on website usability testing than the products you offer. It was designed to provide you with continuous testing and monitoring of your website’s performance, allowing you to draw insights based on which you can upgrade your user experience. It also allows you to make sure that your website has all of the features your customers want to see.
So, in a sense, it’s not a customer feedback software like most others on our list, but it aims to improve your website’s overall customer experience. It can help you build the best possible platform, which will undoubtedly boost sales and customer satisfaction. Userbrain has its own network of testers paid to test out every part of your website and leave comments on the features that need improvements.
It’s a free-to-join-testing platform that can help you optimize your websites for all devices. The software allows you to watch videos of real people as they test your website’s features. You will get to hear and see their reactions, giving you a better idea of what needs changing. The testers will help you find bugs and pain points, even before the website goes live. That way, you can make sure that your website is in perfect working order before you reach out to your customers.
Userbrain is available in two different paid plans. You can either get the pay as you go subscription, which costs $29 per participant, or the more affordable $19 Subscribe & Save plan.
If you’re looking for a super-easy survey software to set up and one that will allow you to get a better idea of what your customers think about your website, Typeform is an excellent choice. It’s a user-friendly solution that allows you to use predesigned forms to build custom surveys quickly.
The creators of the software seemed to understand that most traditional forms are too boring for most people. No one likes long surveys with dozens of questions that take 15-20 minutes to complete. That’s why they chose to take a different approach to finding out what customers think. Typeforms allow you to set up short but very precise forms that are fun and take only a minute or two to complete.
Hundreds of thousands of businesses swear that it’s the best customer feedback tool as it helped them get valuable information from customers consistently. The reason for that is the design of the surveys. Every available form looks fantastic, and some of them are so beautiful that people can’t resist seeing what they are about.
You can fully customize the survey by choosing your theme, template, and the questions you want to ask. You can also include possible answers for every question to make the survey even easier to complete. The software also allows you to embed videos, images and use the one question at a time format to get the best results. It’s available for $35 per month, and the Premium plan will set you back for $70 per month.
HotJar brings a unique mix of UX tools to the table, but its main focus is on user testing. The software provides useful information that helps you get a better idea of what your customers want by looking at their website behavior. You can track each user and record their sessions. Each recording provides valuable information in the form of heatmaps, detailed conversion breakdowns, and other details.
One of the best features of this software is the ability to use on-site satisfaction ratings that allow customers to express their thoughts on multiple website features. You can also use it to create custom surveys and generate feedback polls. With other useful features such as automatic triggers, you can set it up yourself and see details on how much time each user spends on your website. Through this, you will be able to understand better what content attracts your users the most.
Hotjar is a very simple tool that allows you to gather vital information needed to improve your website and overall user experience. With built-in analytics tools, you will be able to scan each section of your landing page and decide what needs changing. The software is available in two different paid plans. The Business plan will set your back for 99 euros a month, while the Advanced plan costs 199 euros per month.
Reevoo is known as an advanced customer feedback tool that offers a few features that might make a huge difference in the way you operate your website in the future. It allows you to get customer feedback on your website and the products in your offer.
Once you start using it, the software automatically runs directly on your website’s product pages. It will display reviews for each product, allowing your customers to see what other people think about them. Your website’s visitors can use the advanced filter options to read relevant reviews about your products, and if they still have questions, the “Ask an Owner” section allows them to get more information.
In other words, Reevoo takes a unique approach where a customer asks another customer about their experience with a certain product. The software will notify you every time a customer leaves a negative review, or if they have questions they want to ask you. Reevoo’s price is determined by the content it can gather rather than a fixed price. It’s one of the most effective customer feedback tools for building trust with your customers.
CustomerSure does a great job at generating customer feedback, but it’s also a very handy follow-up tool designed to help you build a strong relationship with your customers. It also does an excellent job of automatically gathering feedback and responding to your customer’s questions.
With features such as real-time, actionable feedback, customizable email surveys, and a well-designed dashboard for simple inquiry management, it’s obvious why so many businesses swear that it’s the best customer feedback tool available on the market. Your customers will really have the feeling that you care about what they think because CustomerSure offers a well-designed set of surveys that are easy and fun to complete.
One of the best things about this solution is that it helps you improve in the areas pointed out by your customers. In other words, it’s not just a tool for gathering data and customer feedback, but it also provides you with suggestions within the built-in dashboard. It clearly focuses on retaining customers, and it does an excellent job overall.
CustomerSure is currently available in multiple paid plans. The Starter pack will cost you 199 British pounds a month, while the other, bigger packages cost between 399 and 999 pounds per month. Naturally, the more expensive plans allow you to generate more surveys and include multiple team members.
GetSatisfaction is a community platform designed to help businesses of all sizes engage their customers and find all kinds of useful information about their habits. It also helps reduce customer support costs, allows users to generate more leads, and improves existing offers by asking customers what they think about the products and services you provide.
The idea is to provide your visitors with a better social experience by asking them what they think about your website. You can collect feedback from every individual page, and all of the data collected is then analyzed and published to a community forum. The software allows you to collect all customer inquiries, including questions, issues, suggestions, and complaints.
Once the feedback is published in the forum, your users can go there and share their thoughts in a public discussion, providing you with extremely useful information you couldn’t get otherwise. The tool is also very effective for building a loyal customer base, and it can help you increase sales as customers get the information they need first hand. With gamification options such as rewards and recognition, your customers will have the motivation they need to provide you with feedback.
InMoment allows you to improve the user experience on your website with unique, highly functional features. It is an entirely cloud-based solution that offers a set of tools you can use to generate social reviews and advocacy and a VoC platform.
Naturally, InMoment allows you to collect direct feedback from your customers but expands your options with a few handy features. You can use it for direct online reporting, and the real-time alerts will notify you immediately when something important happens. By combining survey data, customer feedback from multiple sources, and employee experience, you will be able to find weak spots in your offer and improve it in the best way possible.
The software is highly responsive, offers a 24/7 customer support hotline, and generates extremely detailed reports, ensuring that your future business moves are based on accurate information. The built-in VoC platform generates very accurate data that can turn out to be critical for your future success.
InMoment is available only in a custom price plan, so you will have to contact the vendor and ask for the price.
Known as the best all-around customer feedback tool, UseResponse allows you to cover all of the bases with ease. It’s also a cloud solution that provides an amazing set of customer service tools as well as social CRM. You organize everything by using the provided help center that allows you to monitor multiple channels simultaneously. Most businesses use it as a self-hosted solution, but it can also work from a cloud.
It’s an extensive tool you can use to fully customize each survey and build your knowledge base based on your feedback. It comes with advanced AI that performs many actions automatically. That includes running a ticket system, a built-in live chat tool with multiple integrations, and a well-rounded feedback software. It’s affordable, it comes with an excellent help desk software, and it supports integration with most popular tools. What more could you need from a customer feedback tool?
If you’re not sure if UseResponse is the best choice for your needs, you can try the software for free. You won’t need more than a few days to see how useful it is, and once you decide to get a full paid subscription, the Basic cloud will set you back for $49 a month, while the Enterprise cloud costs $149, and another $39 for every extra agent.
As you can see, there are many different customer feedback tools you can try. It’s very important that you get one as soon as possible because it can help you improve your offers, build strong relationships with customers, and make sure that they get the best user experience every time.
Customer feedback tools are extremely powerful and useful. Most successful businesses use these tools to extract the information they later use to improve marketing strategies, provide better offers, and increase customer satisfaction. Today’s markets are very competitive, so you must use everything you can to get an edge over your competition.