Running a business is hard enough without worrying about bad online reviews that may impact your company’s growth. Yet, this is precisely the type of feedback you need to ensure your business keeps growing. Fortunately, in 2024, you will not have to wait for one-star reviews to pop up online.
Instead, you can proactively gather feedback using a feedback management tool. You don’t have to sit on your hands, hoping you only get good feedback. With feedback management software, you will know almost instantly how your business is faring with customers and what changes you need to make to keep growing.
If you’re going to collect relevant feedback data and actionable insights, you need to do it properly. This includes collecting feedback from your social media accounts, online Google reviews, and incoming emails. You can use all this feedback to see where your business may lack and to improve your current products and services.
Many businesses already use feedback management software systems to great success. Some have even created customer feedback management platforms using a dedicated software solution. These feedback platforms often double as a helpdesk. These businesses use the feedback they get from customer feedback management tools to ensure they keep growing upwards.
But the key here is customer feedback management. Without it, the entire feedback collection process would be pointless.
What is Feedback Management?
What exactly is feedback management? Plainly stated, feedback management means using a software system to manage feedback requests, collect feedback from customers, and analyze the feedback. The feedback management process also includes factors like actionable customer insights and customer support. The goal of implementing feedback management is to build and improve customer loyalty based on NPS (net promoter score).
For example, you can use feedback management to resolve customer complaints. You can also use it to discover what your customers expect from your business. If your brand doesn’t yet meet these expectations, you can still turn things around.
You can use a single feedback management tool (if you run a small business) or opt for several feedback tools that work together. Most companies use a customer feedback management tool solely for improving customer experiences. Others use it to increase profits. Whatever your reason for wanting to use a feedback management tool, it can and will help you retain your customers, i.e., reduce churn. This is how you will continue to grow your business.
What is a Feedback Management Tool?
The right feedback management tool will help you collect customer feedback quickly. These software-based tools allow you to analyze all the data you collect and develop and implement business strategies based on the outcome.
You should already be using tools for customer feedback. If you don’t, you are not engaging in meaningful communication with your customers. A feedback management tool can help you understand what your business lacks and how to fix it. It can help you improve your products and services.
These tools can even elevate your company’s performance and brand image. These are just some of the benefits your business will enjoy when using these incredible software tools.
Benefits of Using a Feedback Management Tool
Other benefits of using a feedback management tool include the following:
Understanding Customer Requirements
Customer feedback management tools show you trends and patterns related to customer behavior. This can help you tailor your products, create new products that meet customer needs, and improve customer service.
Developing Customer-Focused Products and Services
In addition to tailoring your products, you can create brand-new customer-focused products or services. Collecting product feedback on existing offerings means you get the information you need to produce something new and exciting. This means using a feedback management tool gives you the upper hand over the competition and helps your business go from strength to strength.
Improving Internal and External Communication
You can use feedback management tools to improve your internal communication. Doing this will automatically improve your external communication. For example, when all the departments in your business are on the same page, they can work together to provide excellent customer service. They can embrace all customer feedback and work on formulating real-time responses.
They will also communicate better with customers and come up with practical solutions to customer needs. These benefits all stem from something as simple as a feedback system and show just how crucial feedback tools are.
Enhancing Operational Efficiency
If your team communicates well with each other and with customers, it enhances your business’s operational efficiency. The fact that feedback tools automate collecting and analyzing feedback also helps make your marketing and customer service teams as productive as possible.
Increasing Your Business’s Profitability
When you have a well-functioning business and team, your customers will be happy with your products and services. Satisfied customers will stay with your business, reducing your customer turnover rate. These customers may even turn into brand advocates who recommend your business to people they know. This will help boost your company’s profitability.
Again, this all starts with a customer feedback software solution. Choosing the right tool for your business makes all the difference.
How to Choose The Correct Feedback Management Tool
When you choose a feedback management tool for your business, you must consider three factors. These include the software’s core functionality; how useable the system is, and how user-friendly the interface is.
Core Functionalities
Feedback management tools often require a considerable investment, so it’s important to consider the features these tools offer. Make sure you make the most of your investment by looking for the following features:
- Different feedback collection options (customer surveys, polls, quizzes)
- Drag-and-drop layout functions
- Templates
- In-app data storage
- Mobile app
- Feedback website widgets
- Data analysis and report generation
- Brand customization options
- Extensive integration options
The best way to find what you’re looking for is to check the review on each product you’re considering. Ensure that the system can integrate with your existing CRM systems. It should also fall within your budget while offering the features your business needs. Also, try to find a solution that can generate a heatmap. This feature will make it easier to understand the different feedback patterns.
Usability
Choose a ready-to-use system. There should be no complex learning curve, and the platform should be easy for everyone in your business to use. Look for a system designed for small businesses and without intricate features. If you have to invest in intensive training before your team can use the system, the related costs and pricing may not balance out your investment in the software.
User Interface
Moreover, customer feedback tools should feature a simple but intuitive user interface. You need something you can customize to work for your team and something that knows what you need before you know it. Some feedback tools include features like smart vote-capturing and tracking systems. They also include an option to change question types (for product surveys) and automatically reply to respondents. This is an excellent add-on for small businesses that need automated processes to improve the feedback process.
Podium’s Feedback Management Software
Podium’s feedback management software is one of the best options on the market. The software provides one-on-one text message surveys, which allows you to collect valuable feedback from each customer. You can send out the survey at any point of the customer journey to help you improve your products and services.
Our text message-based feedback solution makes it convenient for customers to supply feedback. It also allows you to understand why some customers hesitate to move forward with their journey. And text messages get much faster replies than emails so you can improve each customer’s user experience faster.
The 12 Best Feedback Management Tools for 2024
The best feedback management tools for 2024 come with pros and cons. Weigh each one’s pros and cons before deciding on a feedback tool.
Pros:
- The software allows you to send feedback surveys via text message.
- Text message surveys have a higher response rate than email surveys.
- There is no learning curve.
Cons:
- While text or emails are a matter of business preference, Podium Survey’s text-based system is proven to get faster results.
2. Trustpilot
Pros:
- Trustpilot is a well-known system with great reviews of its own.
- The system collects, analyses, and displays all customer reviews where you need it to.
- This tool allows you to highlight excellent five-star ratings.
- It comes with an easy-to-embed review website widget.
Cons:
- Trustpilot does not have a lot of customization options.
- The tool’s reporting feature is limited.
Despite the minimal customization and reporting options, Trustpilot is a worthy option to consider, especially if your business gets a lot of online reviews. It is a highly recognizable tool that immediately establishes customer trust.
3. Nicereply
Pros:
- Nicereply measures customer satisfaction metrics. Not all review management tools have this option.
- Your customers can rate their interactions with you via customizable surveys.
Cons:
- The tool does not integrate with all existing systems.
- It only focuses on customer satisfaction metrics.
If you haven’t been measuring customer satisfaction scores, Nicereply is a good way to get started. The tool allows you to focus solely on improving your customer service.
4. GetFeedback
Pros:
- This survey tool is very user-friendly.
- No learning curve.
Cons:
- Only predefined survey options are available.
- Expensive compared to other feedback management tools.
GetFeedback’s initial cost can be justified if your budget allows it. It is a great tool for sending out online surveys, especially if your employees are already used to the Salesforce interface.
5. Typeform
Pros:
- Typeform offers interactive forms.
- The tool promotes user engagement with interactive designs.
- You can use Typeform to make the feedback process fun for your customers.
Cons:
- You have to pay for crucial features.
- Advanced design features are not easy to grasp for beginners.
If you have an on-site designer or website builder, Typeform could be a great contender for your business. They could use the tool’s creative design features to create a more engaging, interactive feedback campaign.
6. Feedier
Pros:
- Feedier offers automatic customer feedback.
- It is an excellent tool to use if you don’t have time to spend on manual collection.
Cons
- It can be a challenge to import Excel sheets or contact lists for SMS or email campaigns.
- Survey templates are not easily customizable.
If you don’t have massive contact lists, you should consider Feedier to help you collect customer feedback. It is a great time-saver, especially for smaller businesses.
7. Refiner
Pros:
- Refiner comes with a lot of features.
- All the features serve a purpose; none are redundant.
- Features are intuitive and easy to grasp.
Cons:
- Refiner measures customer satisfaction and not much more.
If you want to create a straightforward feedback strategy focused on increasing customer satisfaction, Refiner is the right tool for your business.
8. Canny
Pros:
- Canny tracks customer feedback and feature requests
- The tool helps bridge the gap between your business and customers while allowing you to improve your products and services.
Cons:
- Canny is expensive compared to other alternatives.
- Its interface is somewhat rigid.
If you’ve been struggling to track customer feedback and feature requests, Canny can help you build a connection with them. This benefit alone is worth the investment cost.
9. SurveyMonkey
Pros:
- Highly intuitive interface
- Advanced data analysis
Cons:
- Full customization only available on paid options
- Lower-tier plans have limited options and support
SurveyMonkey has affordable tier options, which make it a good investment if you want to completely customize your feedback surveys. The tool’s intuitive interface and data analysis options will help you find long-term customer success.
10. Zoho Survey
Pros:
- Free plan available.
- Surveys fit every screen.
- Several customizable templates.
Cons:
- Free plan is limited.
- User interface is not very user-friendly.
Zoho Survey’s free plan is a fantastic option if you want to compare feedback tools before buying. The free plan also offers some customizable templates, so even if you don’t want to upgrade, you can start collecting feedback without spending a cent.
11. Feedbackify
Pros:
- Feedbackify allows unlimited users and feedback.
- You can customize several feedback forms.
- The tool is designed to focus on getting website-based customer reviews.
Cons:
- Doesn’t have many advanced features.
If you run an online e-commerce business, Feedbackify is one of the best ways to get website-based feedback. Even with a lack of advanced features, this tool will get you the data you need without imposing limitations.
12. Qualtrics
Pros:
- Advanced analytics features
- Interactive dashboard
Cons:
If you have a technically-minded staff or IT specialists in your business, Qualtrics is a must-have feedback tool. The interactive dashboard and analytics features will help you get detailed feedback and allow you to make impactful changes.
Other options include Zendesk and Slack. Slack offers a built-in feedback form on its platform, while Zendesk offers both feedback forms and website feedback widgets.
Also, consider Survicate and Zapier. Survicate allows you to create NPS, CSAT, and CES surveys. Zapier can automate your feedback workflows across 600 app integrations, including SaaS. These software solutions can help you add to your customer experience management strategy and increase your business’s customer effort score.
How to Implement Feedback Management Software
Once you’ve settled on the feedback management software you want to use, it is crucial to implement it correctly.
1. Collect Feedback
Create a customer feedback loop using your feedback management tool to collect, analyze, and act on feedback. Your salesforce should collect feedback from several platforms and through various touchpoints. These may include face-to-face discussions, text messages, social media, email surveys, and online reviews.
2. Analyze and Manage Customer Feedback
Do not scan through the feedback you receive. Use your feedback management tool to identify patterns that can help you improve customer service. Manage the data by storing it on your management tool’s dashboard or using spreadsheet exports.
3. Acknowledge the User Feedback You Receive
If your feedback management tool can automate responses to feedback, use it. If it doesn’t, ensure that you acknowledge all feedback manually. Send a simple email, text, or form notification that you have received the feedback and that someone from the company will make contact.
4. Prioritize Feedback Before Implementing Improvements
Do not start brainstorming overall solutions immediately. Instead, prioritize the feedback you receive into four categories: very high priority, high priority, medium priority, and low priority. Very high-priority and high-priority feedback must receive urgent attention first. Then, you can move on to the other two categories.
5. Act on the Feedback to Improve Customer Satisfaction
As you work through the feedback, decide on the steps you want to take to improve customer satisfaction. Add some key features to your products to make them more valuable or practical. Include content on your website to explain your services in detail. Your actions will depend on the feedback you get.
6. Follow Up After Implementing To Receive More Feedback
Once you have implemented these actions, let your customers know the outcome of their feedback. This will help you close the feedback loop and allow you to get even more valuable feedback. Ongoing feedback resolution will help your business grow and improve customer retention. After all, customer success also means business success.
