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Got tired of manually managing customer feedback? Or did you just decide to start out on the right foot by investing in the perfect customer feedback tool? Whichever is the case, I get you! Been there, done that! There have been times where me and the team were stuck amidst a pile of emails that just didn’t make any sense after a point!
But you needn’t go through that same plight. We have done the research for you already and found five of the best customer feedback tools for any use case we could ever think of, jotted down their best features, pros and cons along with the pricing.
Why don’t we get started?
But before you invest in any tool there are a few things you need to understand.
Oh hey, if you are already an expert in the field, feel free to jump ahead to the list.
For the rest of us, let’s start by understanding…
The Importance of Automating Customer Surveys & Reviews
Why should you automate your surveys? Doesn’t the age-old manual system work? Well, it does, but do we have the time to follow the stringent process? No!
Manually collecting feedback and requesting reviews require a lot of time and effort. It demands a larger workforce and can even lead to survey abandonment or a low response rate. With customer feedback tools to automate this process, you save a ton of your time, a large portion of your energy and improve the response rate by two-fold.
Here are the major reasons why you should automate your customer feedback collection:
- It removes potential errors or delays and saves a lot of your time by automating the monotonous tasks.
- Reduces the chances of human bias that can skew the data and lead to inaccurate results.
- Boosts response rates by rolling out the surveys at crucial touchpoints. Moreover, businesses have witnessed a 30 to 40% success rate after automating their post purchase interactions.
- Provides real time insights which lets you make better decisions faster.
Now, there’s just one more thing we need to be clear about before getting into the list of the best customer feedback automation tools.
What to Look for in a Customer Survey & Review Automation Tool
This obviously depends on person to person, business to business. But I have jotted down the must haves for any tool that you choose. You can prioritize the components based on your business’s needs.
- Ease of Use: The tool you choose must not be a complex set of morse codes! It should be simple and straightforward, with functions that can be performed by anyone. Plus, the onboarding time shouldn’t take more than a few seconds.
- Multi-channel Delivery: The sole idea of automating feedback collection is so that you needn’t spend hours toggling from one app to the other. The tool you choose must cater to multiple channels such as SMS, in-app surveys, QR codes, and more to get a broader reach across customer touchpoints.
- Customization Options: It must allow you to tailor the surveys according to your brand identity so that it builds trust and credibility which in turn improves the response rates.
- Integration Capabilities: The best feedback tool must integrate with CRM systems, email marketing platforms and review management tools to streamline the workflow.
- Analytics & Reporting: While the tool must be the best in automating your tasks, it should also provide actionable insights through dashboards, trend analysis, and data visualization.
- Automation & AI: Lastly, it must have advanced features such as smart workflows, auto-responses, and AI-powered sentiment analysis to enhance efficiency.
Also, the perfect customer feedback tool must automatically send surveys at each crucial customer touch point so that you can always be way ahead of your game.
It’s time to address the elephant in the room!
Top Customer Feedback Tools to Automate Surveys & Reviews
Here’s a table for a quick sneak peek
Top Customer Feedback Tools
| Tool Name | Best For | Key Features | Pricing |
|---|---|---|---|
| Typeform | Visually appealing conversational surveys | Formless AI, multi-channel delivery, pre-built templates | Starts at $25/month |
| Qualaroo (ProProfs) | AI-driven sentiment analysis | AI-based sentiment analysis, nudge surveys, customization | Starts at $19.99 per 100 responses/month |
| SurveyMonkey | Advanced analytics & reporting | Custom variables, conditional logic, AI surveys | Starts at $25/month |
| Google Forms | Free option for simple feedback | Google Workspace integration, drag and drop builder, unlimited questions | Free for individuals; $12/user/month for businesses |
| AskNicely | Frontline team feedback loops | Quick action dashboards, multi-channel distribution, integrations | Starts at $499/month |
Let’s get started with the first one in the lot, shall we?
1. Typeform: For Visually Appealing Conversational Surveys
Typeform lets you create visually appealing conversational surveys with just a few clicks using its drag-and-drop survey builder. It is ideal to collect detailed feedback though dynamic forms.
G2: 4.5 / 5 (700+ Reviews)
Capterra: 4.7 / 5 (800+ Reviews)
Key Features
- Formless: This is Typeform’s AI driven form which lets you train AI to answer customer queries in more than 120 languages.
- Multi-channel delivery: You get email, SMS, web and QR code integration.
- Pre-built templates: There is a wide collection of NPS, CSAT, CES and many more surveys you can use.
Pros
- Customizable forms with 28+question types
- Multiple sharing options, and custom branding
- Integrates with Zapier, HubSpot
Cons
- Limited analytics
- A bit on the expensive end
Pricing
Starts at $25 per month
2. Qualaroo (Proprofs): Best for AI-Driven Sentiment Analysis
Qualaroo was acquired by ProProfs, a cloud-based professional training company, in 2020. This platform offers AI powered analytics to help you decode the customer feedback and make informed decisions.
G2: 4.3 / 5 (40+ Reviews)
Capterra: 4.7 / 5 (20+ Reviews)
Key Features
- AI-Based Sentiment Analysis: You can respond to the feedback in real time based on the sentiment score. This helps you simplify feedback mining.
- Nudge Surveys: This is an in-app tool to collect customer insights by asking the right questions at the right time.
- Customization: You can use advanced conditional logic including skip and display logic to personalize the survey experience for each of your target customers.
Pros
- 70+ language support for global audiences.
- White-label surveys
Cons
- Steep learning curve
- Expensive for small businesses
Pricing
Starts at $19.99 per 100 responses/month
3. SurveyMonkey: For Advanced Analytics & Reporting
SurveyMonkey is one of the best customer feedback collection tools for largescale survey distribution and data aggregation. The platform was Ryan Finley and Chris Finley in 1999, making it one of the most established tools in the market.
Key Features
- Custom Variables: You can customize the experience of each respondent with custom variables and track specific data.
- Conditional Logic: You can use skip, display, disqualification, and scoring logic to create a personalized experience for the audience.
- AI Surveys: You can create surveys using the AI builder and analyze surveys open ended questions with sentiment analysis.
Pros
- Integrations -Salesforce, Microsoft Dynamics, hubspot, Zapier
- Multi-language support and ADA-compliant forms
Cons
- Learning curve for advanced features
- Plus, these advanced features are locked behind high-cost plans
Pricing
Starts at $25 per month
Over to the next one…
4. Google Forms: Free Option for Simple Feedback
Google forms let you create and roll out surveys free of cost. All you need is a google workspace account, which as per a recent survey has 3 billion users! Also, you can easily collaborate with your team mates at the same time to make sure you are on the same page.
G2: 4.6 / 5 (40,000+ Reviews) (Workspace)
Capterra: 4.7 / 5 (10,000+ Reviews)
Key Features
- Workplace (Gsuite) Integration: You can automate data collection to Google Sheets, and get notifications via email or push.
- Drag and drop Builder: it’s just simple to use. No complexities, no confusions. And you get multiple layouts.
- Unlimited Questions and Responses: There’s no limit to the number of questions you can add to the survey, nor to the responses you can get, even in the free plan!
Pros
- It’s free!
- User friendly UI
Cons
- Limited design capabilities
- Lack of advanced conditional logic
Pricing
- Free for Individual users
- For businesses, it starts at $12 USD per user/month, with a one-year commitment
And we have our last contender…
5. AskNicely: For Frontline Team Feedback Loops
AskNicely is particularly known for its NPS measurement and lets you create specialized workflows to measure, track, and improve the score. If you are looking for a tool that helps you close the feedback loop in style, this is the one for you!
G2: 4.7 / 5 (900+ Reviews)
Capterra: 4.6 / 6 (100+ Reviews)
Key Features
- Quick Action: You can view customer insights via the web, mobile app, and TV dashboards and even post the comments for everyone in the organization to see.
- Multi-Channel Distribution: Surveys can be sent via email, SMS, web, or mobile apps.
- Integrations: The platform integrates with major CRMs like Salesforce, HubSpot, and Zendesk and other supported tools.
Pros
- Real-time analytics
- Advanced reporting and analytics features
Cons
- Limited customizations for NPS scoring
- Expensive for those on a tight budget
Pricing
Starts at $499 per month
That’s a wrap! There’s just a few more things we need to take a look at.
How to Automate the Survey & Review Collection Process
It is important to understand how to set up an efficient feedback system with customer feedback tools that can give you a smooth ride. Here’s a simple guide that you can follow:
Step 1: Select the Appropriate Tool
Now that you have a list of customer feedback tools, it’s time to choose. Make your decision based on your business size, target channels, and review volume. Plus, take a quick peek at your bank account and then make your peek.
Step 2: Integrate with Your Stack
Note that you are supposed to add a tool that helps you, not change your entire workflow according to the tool you choose. Pick the one that seamlessly integrates with CRM, website pop-ups, or post-checkout systems.
Step 3: Set Triggers
This is extremely important. Your customers need a nudge at the right moments. That doesn’t mean that you can poke them at any instance you can think of! Choose the right touch points to reach out to them. You can automate purchase completion, support ticket closure, or newsletter signup.
Step 4: Personalize Content
Make questions relevant through the use of names, buying history, and custom logic. Try to make the customers feel important. Customers who feel valued tend to last longer and become brand advocates in the long run.
Step 5: Monitor & Analyze
Now, you have automated the feedback collection, surveys are being sent. Does that mean your job is done? Nope! Utilize a customer feedback analysis tool to research trends and quantify satisfaction. Keep a track on every number. You must also consistently respond to customer feedback without fail.
Just a few more tips and we’re good to go!
Best Practices for Maximizing Responses & Positive Reviews
Everyone must have their own checklist for feedback collection hygiene. This helps you standardize the process and yet not be carried away by the inflow of comments coming your way!
Why don’t I share a few things that have worked for me. If you have a checklist in place, maybe we can combine ours and make an entirely new set!!
- Timing is key! Surveys that are sent 24–48 hours after interaction yield the highest response rate.
- Keep the surveys short and simple. You don’t want your surveys abandoned in your customer’s inbox! I tend to keep mine way under 6 or 7 with a mix of question types including rating scales and open-ended ones.
- Offer Incentives. Sometimes your customers need a bit of a push, and a gift card coupons, freebies, or loyalty points might just do the job!
- Follow-Up Smartly! Don’t stop at a single send. If there are unopened surveys, send a reminder via email or SMS with a casual tone. Customer feedback tools come with recurring survey features, so you needn’t worry about that!
Phew, that was a lot! But I hope you found the answers to all your questions. After learning details of Automation with customer feedback tools, you can learn what are the ways to get the positive customer reviews through surveys. Remember, the best customer feedback tool is not the one with the best ratings alone, but the one that caters to all your business needs. Take your time, go through each and every tool and make a choice! There’s no hurry!
Survey Away 🙂
