The Top 8 Customer Feedback Tools You Should Consider in 2023

As a data analyst and AI/machine learning professional, I‘ve evaluated my share of customer feedback tools. In this comprehensive guide, I‘ll be sharing my knowledge and recommendations on the top 8 customer feedback solutions on the market today.

I‘ll provide detailed insights into their features, capabilities, use cases and more – to help you determine which platform may be the best fit to meet your business needs.

Why You Can‘t Afford to Overlook Customer Feedback

Let‘s start by examining why customer feedback should be a priority for your organization in 2023.

The data shows investing in customer experience pays big dividends – according to PwC research, organizations excelling at CX gain revenues 4-8% higher than competitors.
CX Stats
In fact, 73% of customers say the overall experience is an important factor in their purchasing decisions.

So what‘s the secret to delivering great CX? You need real insights into your customers – their satisfaction levels, pain points and desires.

This is exactly what customer feedback provides. Key benefits include:

  • Spotting issues – Feedback quickly surfaces problems and weak points you can address
  • Driving innovation – Customer ideas help you deliver new features and offerings
  • Increasing retention – Handling feedback well grows trust and loyalty
  • Personalizing experiences – You can tailor interactions to match customer needs

But collecting, analyzing and acting on feedback involves challenges:

  • Fragmented data across surveys, reviews, support tickets etc.
  • Massive data volumes making insights difficult
  • Resources needed to quantify free-form feedback
  • Delayed analysis and response times

This is where customer feedback software becomes invaluable – by automating and streamlining the entire process.

Next, let‘s explore the key capabilities you should look for in customer feedback tools.

Top Capabilities to Look for in Customer Feedback Software

Customer feedback tools offer a wide variety of features and functions. Based on my experience, here are the most important ones to evaluate:

1. Real-Time Analytics

The ability to monitor and analyze incoming feedback in real-time is invaluable for brands today.

With real-time dashboards, you can instantly identify issues as they emerge and address them swiftly before they escalate. This provides huge value for customer service teams.

You‘re also able to spot emerging topics and trends in the data as they develop – allowing you to adapt quickly. Real-time analytics delivers an early warning system to guide your actions.
Real-time analytics
Real-time analytics enables instant insights into emerging issues.

2. Auto-Tagging with AI

Manually analyzing and quantifying qualitative feedback from surveys, chat, social media etc. is time-intensive. This is where auto-tagging comes in very handy.

Auto-tagging uses NLP (natural language processing) and ML to automatically categorize unstructured feedback into topics, themes and sentiments.

This makes it easy to quickly grasp the key areas customers are discussing and flag urgent issues without extensive analyst resources.
Auto Tagging Example
Auto-tagging simplifies uncovering key themes in open-ended feedback.

3. Interactive Data Visualization

While auto-tagging simplifies analysis, visualizations make it easier to consume insights.

Charts, graphs and dashboards turn feedback data into clear, interactive visuals that enable you to easily spot trends and outliers.

You can visualize feedback data across channels, demographics, products and time periods for a unified view. This brings your insights to life.
Data Visualization Example
Data visualization brings customer insights into sharp focus.

4. Custom Reporting

Every team in your organization, from product to marketing to CX, needs feedback insights tailored to their goals.

Custom reporting enables you to segment and filter data to produce reports focused on specific questions, products, time frames and metrics for different groups.

With flexible reporting, you ensure each team gets the precise insights they require without information overload.

5. Integrations

The ability to integrate your feedback tool with existing systems like your CRM, social media management and customer support software is highly beneficial.

This provides your customer teams a single unified view of each customer across channels. Workflows also become streamlined and more efficient.

Look for platforms offering rich integrations with today‘s leading martech and CX tools.

Now that we‘ve covered the key capabilities, let‘s look at my top recommended platforms in 2023.

The Top 8 Customer Feedback Solutions for 2023

Based on market presence, capabilities and use cases, I recommend closely evaluating these 8 customer feedback tools:

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Tool Best For Key Features
Qualtrics Enterprise CX Management Omnichannel data, Journey analytics, Automated actions
Birdeye Online Reputation Management Review monitoring, Syndication, Social integration
UserVoice Product Feedback & Support Public community, Ideation portal, Knowledge base
Caplena SMB CX Management Survey builder, Workflow automation, Real-time analytics
Kapiche Voice/Text Analytics Auto-tagging, Sentiment analysis, Predictive modeling
Chattermill AI Analytics for CX ML-powered insights, Intuitive interface, Fast setup
Thematic Survey Text Analysis Auto-tagging, Topic modelling, Comparison analysis
UserReport Simple Free Tool Feedback forms, Dashboards, Real-time alerts

Now let‘s explore each of these top platforms and solutions in more detail:

1. Qualtrics Customer Experience

Qualtrics offers one of the most widely used enterprise CX management platforms. Key capabilities include:

  • Omnichannel data – Collect feedback across web, mobile, email, messaging, call centers and more
  • Real-time analytics – Monitor CX metrics and emerging trends with dashboards
  • Journey analytics – Map feedback data to customer journeys to detect pain points
  • Auto-tagging – Machine learning automatically analyzes unstructured data
  • Role-based reporting – Deliver insights tailored to teams and roles
  • Workflow integration – Feedback triggers automated actions and alerts in CRM, CX tools etc.

Qualtrics combines robust AI and analytics with workflows to enable organizations to rapidly gain and act on customer feedback. It‘s easy to see why they lead this space.

Ideal for: Large enterprises seeking an end-to-end CX management platform.

Pricing: Custom quotes based on needs

2. Birdeye

Birdeye specializes in helping brands manage their online reputation across review sites, social media and surveys. Key features include:

  • Review monitoring – Track reviews from 100+ sites in one dashboard
  • Review response – Auto-alerts and workflows to handle reviews
  • Publishing – Amplify positive reviews across sites
  • Surveying – Distribute post-transaction surveys to capture feedback
  • Auto-tagging – Automatically classify review content with AI
  • Social integration – Monitor and respond to social media mentions

For multi-location enterprises heavily reliant on online reviews, Birdeye is a top choice. It centralizes critical feedback channels in one unified platform.

Ideal for: Brands dependent on online reputation and reviews across locations.

Pricing: Custom quotes

3. UserVoice

UserVoice takes a unique approach as a public customer feedback and idea portal. Key features:

  • Public forums – Create open community to crowdsource ideas and feedback
  • Ideation management – Customers can post, vote on and discuss product suggestions
  • Satisfaction metrics – Track customer sentiment with NPS and CSAT
  • Knowledge base – Publish help content and self-service for customers
  • Prioritization – Product teams can prioritize requests based on input
  • Integrations – Connects with Zendesk, Slack, Salesforce and more

UserVoice amplifies customer voice to accelerate innovation and improvements. Its public model fosters engagement and co-creation.

Ideal for: Product teams seeking direction and validation from engaged user communities.

Pricing: Starts at $799/month

4. Caplena

Caplena offers an end-to-end CX management platform tailored for SMBs. Key features include:

  • Survey builder – Easy drag and drop builder with 100+ templates
  • Distribution – Send surveys via email, web, QR codes and more
  • Dashboards – Real-time CX metric monitoring
  • Workflow automation – Feedback triggers actions in CRM, support etc.
  • Analytics – Auto-tagging of open-ended responses
  • Reporting – Custom reports with filtering and scheduled delivery

Caplena combines robust capabilities with an intuitive interface at an SMB-friendly price point. Fast time-to-value.

Ideal for: Small and mid-sized businesses seeking CX software with fast implementation.

Pricing: Starts at $99/month

5. Kapiche

Kapiche offers advanced text and voice analytics tailored for CX. Key features:

  • Aggregated analysis – Unifies structured and unstructured data sources
  • Auto-tagging – Uses ML to detect topics and patterns
  • Sentiment analysis – Quantifies sentiment at granular levels
  • Predictive analytics – Statistical modelling for forecasting
  • Custom reporting – Flexible reporting across KPIs and segments
  • Integration – Connects with CX tools like Salesforce, Zendesk, Qualtrics

Kapiche excels at squeezing strategic insights from unstructured data at scale. Ideal for large, sophisticated enterprises.

Ideal for: Large brands seeking deep text and voice analytics.

Pricing: Custom quotes

6. Chattermill

Chattermill is an AI-powered CX analytics platform. Core capabilities:

  • Broad data sources – Integrates surveys, reviews, chat, social media, call transcripts
  • Auto-tagging – Machine learning analyzes unstructured data
  • Sentiment analysis – Measures how positive/negative feedback is
  • Intuitive interface – User-friendly analytics and reporting
  • Rapid deployment – Fast setup and time-to-value

Chattermill harnesses AI to automate insights from customer feedback. Well-suited to mid-market brands.

Ideal for: Mid-market companies wanting automated analytics and reporting.

Pricing: Custom quotes

7. Thematic

Thematic focuses on simplifying open-ended survey response analysis. Features include:

  • Auto-tagging – Uses NLP to detect themes and topics
  • Sentiment analysis – Quantifies survey response sentiment
  • Driver analysis – Identifies factors influencing outcomes
  • Topic modelling – Reveals hidden connections in text data
  • Comparison – Compares themes across customer segments
  • Visualization – Insights dashboard with drill-down

Thematic turns survey text into clear insights for market researchers and CX teams.

Ideal for: Market research firms and enterprises analyzing survey verbatim feedback.

Pricing: Starts at $2,000/month

8. UserReport

UserReport is a free online feedback management tool. Key capabilities:

  • Create surveys – Build and publish custom feedback forms
  • Response management – Real-time alerts and workflow
  • Dashboards – Pre-built and custom reporting
  • Forwarding – Route feedback to designated staff
  • Basic analytics – Measure satisfaction and trends over time

UserReport is ideal for very small businesses and teams getting started with an easy, free solution.

Ideal for: Solopreneurs and microbusinesses needing a basic feedback tool.

Pricing: Free and paid plans available

As you can see, there are excellent purpose-built feedback solutions for organizations and use cases of all sizes and types.

The key is properly evaluating your needs and priorities first. Take advantage of free trials to experience platforms directly. Reach out if you need help determining the right fit!

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