What is a Customer Feedback Management Tool?

A customer feedback management tool is a digital platform designed to help businesses collect, organize, prioritize and analyze feedback from customers. These tools are essential for gaining insights into opinions, sentiments, and suggestions, allowing organizations to enhance product development, improve customer service, and build customer loyalty.

Feedback management tools come equipped with various features, including feedback forms/surveys, feature roadmap voting and multi-channel feedback aggregation and management. They cater to multiple needs, from market and product research, customer experience optimization to feature prioritization. Whether you're a startup gathering user opinions on a new product or a large enterprise tracking customer satisfaction across different regions, feedback management tools provide the critical insights needed for informed decision-making and improved products and services

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1. Zeda.io

Best for AI-driven feedback for product insights

Price: From $99/creator/month

Website: https://www.zeda.io

Key Features:

1. AI-driven feedback analysis
2. Customizable impact-first roadmaps
3. Centralized feedback collection from multiple channels
4. Integration with workflow tools like Slack, Jira, and Zendesk
5. Advanced reporting and product insights based on various criteria

Pros:

• AI-driven insights
• Customizable roadmaps
• Versatile feedback gathering dashboard

Cons:

• User interface could be improved
• Slight learning curve for those unfamiliar with automation

Summary: Zeda.io leverages AI to provide deep product insights by centralizing feedback from multiple channels. Its advanced analytics and customizable roadmaps make it a robust choice for product teams looking to prioritize improvements effectively.

2. Canny

Best for tracking customer feedback and feature requests

Price: From $79/month

Website: https://www.canny.io

Key Features:

1. Public feedback boards
2. Voting system for feature requests
3. Roadmap publishing
4. Integration with tools like Intercom and Slack
5. Categorization and tagging of feedback

Pros:

• Voting system encourages user engagement
• Roadmap publishing increases transparency
• Easy to set up

Cons:

• Limited advanced reporting capabilities
• User interface could be more intuitive

Summary: Canny excels in capturing and tracking feature requests, making it ideal for businesses that value customer input in their product development process. Its voting system and public roadmaps enhance transparency and customer engagement.

3. UseResponse

Best for omni-channel customer support teams

Price: Available upon request

Website: https://www.useresponse.com

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Key Features:

1. Multi-channel support (social media, email, live chat)
2. AI-powered chatbots
3. Comprehensive ticket management system
4. Real-time communication and collaboration tools
5. Customizable brand and multilingual support

Pros:

• Responsive customer support team
• Features AI-powered chatbots
• Simple and intuitive user interface

Cons:

• UI might be challenging for non-tech-savvy users
• Might be overly complex for small businesses

Summary:UseResponse offers a comprehensive solution for omni-channel customer support, integrating various communication channels into a single platform. Its AI-powered chatbots and real-time collaboration features enhance efficiency in managing customer interactions.

4. SurveyMonkey

Best for creating customizable, detailed surveys

Price: From $25/user/month (billed annually)

Website: https://www.surveymonkey.com

Key Features:

1. Extensive survey customization options
2. Advanced logic features (skip logic, branching)
3. Robust data analysis and reporting
4. Wide array of question types
5. Integration with tools like MailChimp and Salesforce

Pros:

• Intuitive user interface
• Robust data analysis capabilities
• Extensive customization options

Cons:

• Limited customer support for lower-tier plans
• Steep learning curve

Summary:SurveyMonkey is a versatile survey tool known for its extensive customization options and robust data analysis capabilities. It's well-suited for businesses seeking detailed, targeted insights from their customer surveys.

5. Nicereply

Best for measuring customer satisfaction scores

Price: From $39/month for up to 100 responses

Website: https://www.nicereply.com

Key Features:

1. Customizable satisfaction surveys (NPS, CSAT, CES)
2. Omni-channel feedback collection
3. Automated follow-ups and reminders
4. Real-time feedback dashboard
5. Integration with Zendesk, Help Scout, and more

Pros:

• Customers can review and rate interactions
• Highly customizable surveys
• Specializes in measuring customer satisfaction

Cons:

• Fewer integrations compared to competitors
• Limited feature set for users not focusing on satisfaction metrics

Summary:Nicereply specializes in measuring customer satisfaction through customizable surveys and real-time feedback collection. Its focus on key metrics like NPS and CSAT makes it an excellent choice for businesses aiming to understand and improve customer satisfaction.

6. UserVoice

Best for comprehensive product feedback management

Price: From $500/month (min 5 seats)

Website: https://www.uservoice.com

Key Features:

1. Smart vote capturing
2. Customer segmentation and feedback prioritization
3. In-depth reporting capabilities
4. Customer-facing product-request tracking system
5. Integration with Jira, Salesforce, Slack, and more

Pros:

• Includes a customer-facing product-request tracking system
• In-depth reporting provides valuable insights
• Smart vote capturing allows for efficient feedback collection

Cons:

• Lack of customization options compared to some competitors
• Steep learning curve for first-time users
• High starting price may deter smaller businesses

Summary:UserVoice is a powerful tool for managing product feedback, offering features like smart vote capturing and comprehensive reporting. It's best suited for larger businesses that need detailed insights and robust feedback management capabilities.

7. Feedbackify

Best for gathering website-specific customer feedback

Price: From $19/month for unlimited users and feedback

Website: https://www.feedbackify.com

Key Features:

1. Customizable feedback forms
2. Feedback widgets for websites
3. Intuitive dashboard for feedback management
4. Multilingual support
5. Real-time feedback monitoring

Pros:

• Allows unlimited users and feedback
• Offers customizable feedback forms
• Specializes in website-specific feedback

Cons:

• Lacks advanced analysis features found in other tools
• Not ideal for non-website related feedback
• Lacks significant integrations with other tools

Summary:Feedbackify focuses on collecting website-specific feedback through customizable forms and widgets. It's an affordable solution for businesses looking to gather actionable insights directly from their website users.

8. GetFeedback

Best for Salesforce users seeking integrated feedback

Price: Available upon request

Website: https://www.getfeedback.com

Key Features:

1. Real-time feedback collection and analysis
2. Deep integration with Salesforce
3. Drag-and-drop survey builder
4. Mobile-optimized surveys
5. Integration with Slack, Jira, and more

Pros:

• Allows users to share preview links for surveys
• Real-time feedback collection and analysis
• Provides deep integration with Salesforce

Cons:

• The user interface might seem complex to some users
• User permissions function is limited
• Its usefulness may be limited for non-Salesforce users

Summary:GetFeedback offers seamless integration with Salesforce, making it an ideal tool for businesses that rely on this CRM platform. Its real-time feedback collection and analysis capabilities help businesses act quickly on customer insights.

9. Typeform

Best for creating engaging, interactive forms

Price: Free plan available, paid plans start at $29/month

Website: https://www.typeform.com

Key Features:

1. Beautiful, customizable survey designs
2. Advanced logic features (branching logic, conditional questions)
3. Real-time collaboration and response tracking
4. Wide range of question types
5. Integration with tools like MailChimp and Google Sheets

10. Trustpilot Business

Best for collecting and leveraging customer reviews

Price: From $225/user/month

Website: https://www.trustpilot.com

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Key Features:

1. Easy-to-use review widget
2. Automated review invitations and reminders
3. Advanced fraud detection algorithms
4. Detailed reporting and analytics
5. Integration with eCommerce platforms like Shopify and WooCommerce

Pros:

• Easy-to-use review widget for websites
• Wide range of integrations with eCommerce platforms
• Strong focus on customer reviews

Cons:

• Reporting could be more in-depth
• Limited customization options in lower-tier plans
• Only annual billing available

Summary:Trustpilot Business excels in collecting and displaying customer reviews, making it a powerful tool for building trust and improving services. Its integration with various eCommerce platforms and advanced fraud detection features make it a robust choice for businesses focused on leveraging customer reviews.

Conclusion

Choosing the right feedback management tool depends on your business needs, usability preferences, and budget. From cost-effective solutions like Typeform to advanced platforms like Zeda.io and UserVoice, there is a wide array of options available to suit different use cases.

Effective feedback management tools help you systematically collect and analyze customer feedback, enabling you to make informed product decisions, improve customer satisfaction, and ultimately build better software.

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