Who has never looked at customer feedback on the Internet, before buying a product, or booking a vacation trip?
Reviews are increasingly important for consumers and e-merchants. This is why customer feedback software exists.
Customer Feedback Software Goals
Customer feedback software helps businesses of all sizes, shapes, and industries manage their customers’ reviews.
These tools have become so important for SaaS companies and E-commerce that they are now a staple in the marketing strategy of any company looking to grow their business.
In this article, we’ve compiled a list of the 7 Best Customer Feedback Software.
The Importance of Customer Feedback Software
Customer feedback is becoming more and more important within companies, and E-Commerce websites are no exception.
Customer feedback has even become a key part of the strategies implemented by online sellers, to the point of becoming the number one business differentiator.
A study by Invesp has shown that 90% of consumers read online reviews before visiting a business. And 88% of consumers trust online reviews as much as personal recommendations.
Integrating customers’ feedback software into your eCommerce website is a great idea.
It is a real decision-making factor for visitors, who can then be converted and retained. In addition, beyond just displaying reviews on your E-Commerce, they are also useful for your communication, and various media strategies:
- Search engines: displaying the score of your customer feedback on your SEA and SEO campaigns allows you to reassure targeted consumers.
In addition, the content of comments allows you to generate text, thus improving your natural referencing through what is called User-Generated Content (UGC)
- Emails: Adding some of the comments you collect is a great way to increase the click-through rate of your campaigns; helping to increase your conversion rate. You can also use them during the cold outreach plan or during your retargeting campaigns.
- Websites: Customer feedback are, as previously mentioned, testimonials and signals of trust for users who are unfamiliar with your online store. These reviews can therefore tip the buying decision.
Making the right choice for your customer feedback solution is therefore decisive for your business strategy.
Indeed, the opinion of buyers is an element that will count in the buying decision of visitors and prospects, in addition to helping you retain loyalty.
Now let’s go through the list of the 10 best customer feedback software for your E-Commerce:
Hotjar is a behavioral analysis tool that allows you to gather qualitative information from website visitors. It offers you a Feedback feature and a Polls & Surveys feature that allows you to directly request the opinion of your visitors through a one-click on an emoji, star rating, comments, polls. This feature adds a tab (or widget) to your E-Commerce, where users can click to leave a comment. This allows people to give their opinion when there is a problem, which can help you avoid losing potential customers.
For Personal Use:
- Basic – Forever Free
This freemium plan allows to create and store 3 Surveys & Incoming Feedback widgets.
- Plus – $39/month
The Plus plan is suitable for low-traffic sites. It allows unlimited Surveys & Incoming Feedback widgets
For Business Use:
- Business – $99/month
Suitable for businesses of all sizes, this plan allows 500 full user sessions per day and unlimited Surveys & Incoming Feedback widgets
- Scale – $389/month
This plan gives you 4,000 daily sessions, continuous Surveys & incoming feedback, and training with a Hotjar specialist.
- Agency – Quote-based
Finally, they have a quote-based Agency plan that gives you access to unlimited client sites in one central account. You can upgrade and download this plan anytime you want.
FigPii is a powerful CRO cloud platform that helps businesses design UX and identify visitor intent, behavior and preferences by tracking interactions through surveys, heat maps, and session recordings. With FigPii you can collect feedback from visitors coming to your site from a specific source (email, google organic, paid campaign, etc.). In addition, it lets you know how visitors coming from different sources have different ideas about your site.
FigPii offers a 14-day free trial.
The packages include 4 types:
- STARTER ($ 49.99 /mo)
The starter pack allows up to 10,000 visitors/month, with access to all the tools.
- SMALL ($ 99.99 /mo)
Up to 30,000 visitors/month, with unlimited access to polls and surveys.
- MEDIUM: ($ 199.99 /mo)
It allows up to 60,000 visitors/month with unlimited access to polls and surveys.
- LARGE ($ 339.99 /mo)
It allows up to 100,000 visitors/month with unlimited access to polls and surveys.
Clarabridge is a Customer Experience Management (CEM) platform that pulls data from a variety of feedback sources. This data can easily be filtered within the platform, allowing users to optimize their websites accordingly. This feedback tool has the following capabilities: text analysis, sentiment analysis, linguistic categorization and emotion detection.
Wootric is a cloud-based customer experience and feedback management software that helps measure and enhance client satisfaction.
Key features: Management of customer feedback, communication, engagement, campaigns, loyalty, segmentation, rating, review, market survey and referrals.
Wootric takes care of not only the data storage but also the software. You just have to go on the internet, and your program will be available, through the SaaS model.
Wootric has a free version and offers a free trial.
The paid version of Wootric starts at US $ 89.00 / month.
Qualaroo helps you create and publish targeted surveys on your website to collect and analyze customer information. You can send surveys to users at any point in the customer journey, such as while they are browsing certain product pages or exiting your site. Variables like time spent on a page or SEO search terms can be used to ask the right question at the right time.
It has the following characteristics:
- A simple and efficient interface
- Get valuable insights in minutes
- Automatic advanced sentiment analysis
- Searching for keyword clouds from the return information
- Combine metadata and comments to get a full context
Collect user experience insights on your website with basic branding & features.
PREMIUM (Most popular)
Collect insights on your websites & mobile apps. Includes advanced reporting & administration, API & advanced features.
For large organizations or those needing enterprise security, SSO, multiple instructors & admins, custom license, API & more.
This experience management platform offers various methods of data collection such as website and cell phone feedback, email surveys and feedback for better understanding of customers, market and employees. Users have access to their own role-based dashboards and can view results as trend charts against goals. There is also a closed-loop ticketing feature that notifies users of interactions with customers, such as the presence of a detractor.
- Starting from: $1500.00/year
- Pricing model: Free, Subscription
- Free Trial: Available
With ReviewTrackers, you can analyze your e-reputation on a hundred different sites grouped together in a single interface. In addition to helping you analyze your customer reviews across many platforms, ReviewTrackers makes it easy for your customers to submit reviews. This tool is dedicated to building simple, helpful technology that bridges the gap between the brand and the customer. The software empowers businesses to understand their customers better, build more trust, and find the insights that move their business forward.
- LITE “Aggregate and manage your business reviews”
- Analytics and dashboards
- Mobile app
- Unlimited users
- STARTER “Build your reputation with customer feedback”
- Review requests and responses
- Testimonial review widget
- Popular keywords and alerts
- Net promoter score
- Unlimited users
- ESSENTIAL “Consumer insights to win business and improve operations”
- Customer experience analysis
- Competitor reports
- Varied review widgets
- Unlimited users
- PLATINUM “Custom reputation management experience”
- Custom reports
- Enhanced security
- API access
- Unlimited users
In a general context, customer feedback is a written or oral assessment, generally including a rating assigned to a product, service, or online store as a whole.
These can take different forms (comments, ratings, videos, etc.) and are accessible in any sector.
If the effectiveness and impact of feedback are well established, how can one choose the right customer feedback software?
Before choosing your customer feedback software, it is important to understand the challenges of these real social proof and conversion levers and to know how to use them.