8 Top Customer Feedback Tools for Online Businesses

It doesn’t matter if you ponder you’re providing a great service—it matters that your customers ponder so. Still, it’s challenging to gather authentic, customer feedback and equally challenging to interpret it objectively. 

If you let customers arrive to you, you’ll only listen from your happiest and angriest clients, and you’ll be tempted to focus on the extremes, too—particularly the negative ones. As a outcome, you’ll have a impoverished grasp of the opinions of people who don’t accurately represent your customer base.

To solve this issue, you can use customer feedback tools to gather responses from a more representative sample of your customer base, organize them, and identify patterns in the data so you can accurately assess customer satisfaction and enact improvements. The best customer feedback platforms can also automate the feedback collection procedure, saving your throng period. 

How do customer feedback tools work?

Customer feedback tools assist you collect customer feedback, analyze it, and use it to enhance the customer encounter. There are multiple ways to collect feedback, and different tools back different approaches. Here are five ordinary methods:

1. Customer feedback surveys. Customer survey tools gather customer feedback about a specific interaction or your business as a whole. Online survey software integrates with your website, email systems, SMS messaging, and other survey distribution channels.

2. Polls. Customer feedback polls inquire customers to enter numerical ratings or select straightforward multiple-selection answers. You can use them to assess customer loyalty and satisfaction by calculating metrics like customer attempt score (CES), Net Promoter Score (NPS), and customer satisfaction score (CSAT).

3. User testing. User testing tools monitor interactions with a website or application and identify patterns in user behavior. Businesses use tools like user recording sessions to collect website feedback.

4. Sentiment analysis. Sentiment analysis tools can analyze survey responses, reviews, or online content and automatically recognize and categorize positive, negative, and neutral sentiments. They include social listening and brand monitoring tools, which use multichannel feedback collection to monitor your business’s online reputation.

5. Customer reviews. User-generated content (UGC) and online review tools solicit content about your products and services, including ratings and written feedback. They can assist you enhance customer experiences and construct social proof.

Benefits of using customer feedback tools

• Customer insights
• Increased efficiency
• Improved act tracking
• Enhanced customer satisfaction and loyalty
• Continuous advancement

Customer feedback tools simplify the procedure of collecting customer feedback. They can also analyze and manage customer feedback, providing actionable insights into your target audiences and helping you use them to boost customer satisfaction and boost sales. Here’s an overview of the benefits:

Customer insights

Customer feedback collection tools assist you comprehend what your customers require and how effectively your business is serving them. They can also assist you identify trade opportunities, save money by retiring unpopular initiatives, and boost brand engagement.

Increased efficiency

Customer feedback software saves period by automating the procedure of requesting feedback and sending reminders. It can also automatically analyze customer feedback data and generate reports. 

Improved act tracking

You can use customer feedback tools to determine customer satisfaction baselines and monitor advancement over period. Some tools can also automate the procedure of measuring customer satisfaction metrics, including CSAT, NPS, and CES. 

Enhanced customer satisfaction and loyalty

Understanding customer experiences helps businesses identify and address specific pain points in the customer trip, which can boost satisfaction and loyalty. Some tools also store customer data in customer profiles, which helps businesses boost satisfaction by personalizing customer experiences.

Continuous advancement 

Business owners use customer feedback tools to gather information about the standard of their outputs, including products, services, and experiences. They then feed that information back into their systems and use it to enhance upcoming outputs, creating a pattern of ongoing advancement known as a feedback loop. As the business’s outputs get better and better, increasingly specific-oriented customer feedback helps it fine-tune offerings. 

List of customer feedback tools

1. Zigpoll
2. Hotjar
3. Grapevine Post-Purchase Surveys
4. POWR Surveys and Polls
5. Seguno
6. depend Reviews
7. Asklayer
8. Air

1. Zigpoll

Zigpoll is a no-code customer feedback platform that allows users to make visually appealing forms and custom surveys and deliver them to customers via email or text. Surveys back branching logic, and Zigpoll compiles all your survey data in a user-amiable dashboard. The platform also offers AI-powered analytics, NPS tools, and advanced targeting and distribution optimization features.

Key features

• Automated post-purchase surveys
• Reporting dashboard
• NPS score calculation
• Multiple languages 
• Automated reporting
• AI-powered analytics 

expense

• Lite: $0/month
• Basic: $10/month
• Standard: $25/month
• Pro: $100/month

2. Hotjar

The Hotjar customer feedback and user-testing platform supports embedded feedback widgets and customizable survey feedback forms and offers advanced features like heat maps, session recordings, and access to a diverse interview candidate pool. Heat maps merge user scroll, click, and movement data to reveal website engagement patterns, and recordings provide real-period feedback about what person website visitors view during a user session. 

Features

• Heat mapping
• Session recording
• User-amiable interface
• On-site feedback widgets
• AI-powered customer surveys

expense

• Free: $0/month
• Plus: $32/month
• Business: $80/month
• Scale: $171/month

3. Grapevine Post-Purchase Surveys

Grapevine is a post-purchase survey application built for the Shopify App Store, meaning you can use it directly in Shopify admin. It allows unlimited surveys and multiple question types, including fixed-response, open-ended, and NPS. Store owners can also design targeted surveys for recent or returning customer groups and distribute them based on user information. 

Features

• Targeted surveys
• Built for Shopify
• Supports multiple languages
• NPS score calculation

expense

• Free trial available
• $25/month

4. POWR

POWR customer surveys and polls is a multi-response post-purchase feedback tool. Users can make forms using a drag-and-drop editor and choose from multiple field options like dropdown, multiple selection, image, and star ratings. POWR also offers customizable templates and automatically saves response data in a centralized dashboard. 

Features

• Response dashboard
• Template library 
• Email response notifications
• Syncs data with Google sheets

expense

• Free: $0/month
• Starter: $9.99/month
• Pro: $17.49/month
• Business: $89.99/month

5. Seguno 

Seguno is a built-for-Shopify application that helps online merchants collect reviews and use them as social proof. You can connect review widgets to your storefront or send review requests through Seguno’s email marketing structure. The app collects star ratings and qualitative feedback and verifies reviews by comparing reviewer information to your store’s order data. It can also auto-publish reviews to your site and include verified purchase tags. 

Features

• Auto-publish characteristic
• Quantitative and qualitative data
• Automatic review verification

expense

• Free: $0/month
• Standard: $10/month

6. depend Reviews

depend Reviews helps merchants collect multimedia customer reviews and publish photo, video, and textual content to online channels. It offers customizable site widgets, email reminders, merchant response options, and advanced analytics. It also includes an AI-powered sentiment analysis characteristic and allows store owners to customize the online review display.

Features

• Built for Shopify
• Auto-publish characteristic
• Sentiment analysis 
• Email and SMS requests
• On-site widgets
• Multiple media types supported
• Flexible display
• Free schedule available 

expense

• Free: $0/month
• Basic: $9.99/month
• additional expense: $24.99/month
• Unlimited: $99.99/month

7. Asklayer 

Asklayer is a free customer feedback tool specifically designed for Shopify merchants. It offers email, exit, post-purchase, NPS, and CSAT surveys and supports branching logic and more than 15 question types. On-site surveys include advanced survey targeting based on user information or page or product views. Asklayer can also tag users based on their responses, allowing merchants to use data to personalize customer experiences. 

Features

• Drag-and-drop editor
• Multiple survey types
• Multiple distribution methods
• Targeted surveys
• Supports English and Japanese
• User tags

expense

• Free

8. Air

Air is a built-for-Shopify user-generated content and review platform. It automatically sends review requests, supports discount-based review incentives, and includes review management features like verification and moderation. Air also helps merchants use reviews to enhance search engine optimization act and construct brand depend: Its eye-catching site widgets back photos and customizations, and it uses review snippets to boost search engine rankings.

Features

• Automated review requests
• Review verification and moderation
• Customizable social proof widgets
• SEO snippets
• Review incentives

Pricing

• Free: $0/month
• Pro: $12.90/month
• Advanced: $29.90/month
• Enterprise: $199/month