Top 11 Customer Feedback Tools for Customer Service in 2024

Customer feedback tools need to be an integral part of your customer service arsenal. Do you know why? 77% of customers view brands more optimistically if they seek customer feedback and implement them.

What’s more?

Gathering and implementing customer feedback is the bedrock of customer-centricity as it helps align people, processes and products to customer needs and aspirations. Used effectively, customer feedback platforms give direction, momentum and competitive advantage to your business strategy. Without it, business growth is impossible to attain as you’re shooting in the dark and hoping to hit the elusive customer satisfaction target.

We understand reviewing a plethora of customer feedback tools is a task with many pitfalls, so we reviewed the 11 best tools for you. We have covered each platform’s standout features, customer reviews, pricing information and pros/cons in this honest review that you can trust to guide your purchase decision. But before we proceed, let’s understand what a customer feedback tool is and how it elevates customer service operations.

What is a customer feedback tool?

A customer feedback tool is a software application designed to gather, analyze and manage customer feedback from channels like email, phone calls, social media and live chat. It helps organizations understand customer experiences, identify areas for improvement and enhance overall service quality. 

Customer feedback management is done by gathering customer responses via surveys, feedback forms, social listening, website heatmaps, call recordings and reviews/ratings. These tools then analyze the collected data to identify trends, areas for improvement and actionable insights for enhancing customer satisfaction.

Why is customer feedback software important for businesses today?

Customer feedback is the lifeblood of your business, but many people do think "Why on earth would I invest in software to listen to more of this?" Behind every piece of feedback— be it a detailed review or a scathing critique — lies a lot of insights with the potential to evolve your business. Let’s see in detail why customer feedback software is no longer optional but essential.

1. ROI of implementing customer feedback software

Studies prove companies that prioritize customer experience outperform their competition by a staggering 5:1. With every additional point on their Customer Experience (CX) Index, businesses can add millions to their revenue.

Capturing and analyzing feedback can help businesses increase customer satisfaction and customer retention, which are key drivers of revenue growth.

By deploying feedback software, you’re not just collecting data — you’re unearthing insights that could lead to higher CSAT and retention rates. And let’s be honest, who doesn’t want customers who stick around amidst being spoilt for choice from cheaper competitors?

The return on investment (ROI) here isn’t just about what you spend on software. It’s about what you gain — loyal customers who’ll sing your praises, attract referrals and buy repeatedly from you.  

2. Impact on business metrics

When you take customer feedback seriously, you start to notice something magical happening to your business metrics. Revenue goes up and customer churn goes down almost instantly. Cross-sell and upsell opportunities? They come rolling in — delightful and never-ending.

And let’s not forget customer satisfaction. A happy customer is not just a returning customer; they’re a walking, talking billboard for your brand. They’ll shout about your business from the rooftops — or, more realistically, tweet about it to their thousands of followers. 

The best part? 

All of this can be measured and quantified, making it easier to justify those crucial investments in your customer support strategy. Now, if you’re convinced that customer feedback tools are a must-have, let’s discuss the top 11 tools in 2024 and help you pick your best fit.

11 best customer feedback tools for customer service in 2024

Picking out the right customer feedback tool needs analysis and time because you need to align your business needs and budgets with available tool options. And how do you even do that when there is a plethora of options in the market? For our 2024 rundown, we've sifted through the clutter to handpick some top-notch customer feedback tools for you. Read through our review, find your best-fit tool and stride confidently towards exemplary customer feedback management.

Sprinklr

Sprinklr Service stands out as a leading customer feedback tool, designed to revolutionize how businesses listen to and engage with their audience. With its powerful suite of features, Sprinklr offers a comprehensive approach to managing customer feedback and customer service, setting new standards in the industry.

It offers omnichannel surveys, allowing businesses to gather insights from email, SMS, in-app interactions, and more. Feedback from social media is also seamlessly integrated, enabling real-time responses to customer sentiments expressed on platforms like Twitter and Facebook.

Advanced features such as predicted CSAT (Customer Satisfaction Score) and sentiment analysis provide deeper insights into customer emotions and experiences. This helps businesses anticipate issues before they escalate and refine their services proactively.

🚀 Top features

1. Customer Surveys

With Sprinklr, you create one unified survey that works across channels. Sprinklr surveys are:

• Omnichannel: Design omnichannel surveys centrally and deploy them across 35+ digital and social channels, including voice. These surveys are automatically customized to meet channel-specific requirements, ensuring consistency and relevance, no matter where the customer interacts.

• Scalable: Track customer feedback seamlessly across all conversations, whether they happen on social media, email or even voice channels. With AI-powered CSAT predictions, businesses can anticipate customer satisfaction and intervene early to prevent issues, ultimately enhancing the customer experience.
• Conversational: Transform your traditional surveys into dynamic conversations. By automatically converting survey questions into chatbot interactions, Sprinklr enables businesses to gather feedback in a more engaging way. This conversational approach not only increases response rates but also provides richer insights by asking follow-up questions in real time.

• Auto-prompted: Multiply your response rate with Sprinklr’s contextual survey prompts on websites and apps. Sprinklr analyzes visitor behavior and proactively surfaces relevant survey questions, capturing feedback at the most opportune moments. This ensures that you gather insights when customers are most engaged, leading to more accurate and valuable feedback.

2. Feedback from social media

• Social listening

In today’s digital world, customers are constantly talking about brands across multiple platforms. Sprinklr’s social listening capabilities allow businesses to capture all relevant conversations in real time, ensuring that no piece of feedback slips through the cracks. 

By accessing billions of conversations, businesses can gain a holistic view of their brand’s perception and respond to customer needs more effectively.

• Social media monitoring

Beyond just listening, Sprinklr empowers businesses to act on social feedback with real-time insights. By understanding audience engagement, preferences and emerging trends, companies can tailor their social customer service, improving customer relationships but driving measurable business outcomes.

3. Advanced features

• Predicted CSAT

Traditional customer surveys often fall short of providing a complete picture of customer satisfaction. Sprinklr’s CSAT Prediction feature leverages advanced AI to analyze customer conversations in real time, assessing sentiment, intent and emotion to predict customer satisfaction. This predictive capability allows businesses to proactively address issues, improve service quality and ultimately drive higher satisfaction scores.

• Sentiment analysis

Understanding customer sentiment is crucial in today’s fast-paced business environment. Sprinklr’s sentiment analysis goes beyond basic metrics by evaluating the sentiment of individual phrases within customer messages.

• Escalation prediction

Sprinklr’s escalation prediction feature is designed to keep customer service teams one step ahead. By monitoring ongoing conversations and analyzing key signals such as tone, intensity and sentiment, Sprinklr can predict potential escalations before they occur. This allows businesses to intervene early, de-escalate situations and ensure that customer issues are resolved promptly and effectively.

4. Integration & scalability

Sprinklr’s platform is built for scalability, allowing businesses to integrate feedback collection seamlessly across all channels. Whether you’re running a small customer service team or a global operation, Sprinklr’s flexible and scalable infrastructure ensures that you can capture, analyze and act on customer feedback efficiently and at scale.

Overall Verdict

Sprinklr Service is a powerhouse when it comes to customer feedback. It combines advanced social listening, customizable reporting and seamless integration to deliver a tool that meets the diverse needs of modern businesses. Its strengths in real-time data analysis and user customization make it an invaluable asset for organizations aiming to enhance their customer engagement and service quality.

However, while Sprinklr Service is packed with powerful features, its extensive functionality can present a steep learning curve, especially for new users. Sprinklr Service mitigates the steep learning curve by offering a wealth of in-depth training resources and 24/7 customer support.

💪 Strengths

The best part about this tool is its attention to every minute detail. From case history to reply codes, it offers everything at once. Another great aspect is that users can customize the tool to their needs; creating a new dashboard or adding widgets is very easy, even for those without a technical background. Source:G2

💡 What could be better

There isn't much to say here, but the only issue the team could address is the occasional late assignment of cases. Source:G2

Pricing: 

• Self-Serve Customer Service Solution (Monthly): $249.00 per seat
• Self-Serve Customer Service Solution (Annual): $199.00 per seat, billed annually
• Custom CCaaS Solution (Enterprise): Contact us for a quote

SurveySparrow

SurveySparrow is a versatile and user-friendly tool designed to create engaging surveys that yield valuable insights. With its intuitive interface and customization options, it helps businesses gather and analyze feedback efficiently, making it suitable for a variety of industries.

🚀 Top features

1. User-friendly design and customization 
2. Logic and conditional questions
3. Integration and workflow automation 

Overall Verdict

SurveySparrow is a robust tool that excels in user-friendliness, customization and integration capabilities. Its intuitive design and conditional question features make it easy to create engaging surveys that collect valuable feedback. The platform’s seamless integration and automation options further enhance its utility, making it a great choice for businesses of all sizes.

Despite some minor limitations in advanced features and pricing complexities, SurveySparrow provides excellent value for money and is highly recommended for those seeking an efficient and effective feedback solution.

💪 Strengths

The UI/UX is clean, simple and easy to use for both admins and participants. Customer service is fantastic and supports you every step of the way. If a feature is missing, you can ask your sales partner, who will speak to the developers about implementing it. They remember all the conversations you've had and are available to answer any questions at any time. Source:G2

💡 What could be better

Without the ability to export data to Google Sheets, the product wouldn't have been worth it for us. The default data presentation didn't work for us and required significant manipulation to get the insights we needed. This isn't unexpected, but more flexibility or at least optimized data export to Google Sheets, Excel, etc., would be helpful. Source:G2

Pricing: 

• Basic: $19.00
• Starter: $39.00
• Business: $79.00
• Professional: $249.00

Trial: 14-day free trial available

Hotjar

Hotjar is a robust platform designed to provide insights into user behavior on websites. It offers tools that help businesses understand how visitors interact with their site, identify areas for improvement and enhance overall user experience. Heatmaps visualize where users click, scroll and hover on a webpage, allowing businesses to identify which areas capture attention and which are overlooked. This helps in optimizing page layouts and improving user engagement.

🚀 Top features

1. Heatmaps 
2. Session recordings
3. Feedback polls and surveys 

Overall Verdict

Hotjar is a powerful tool for analyzing user behavior and improving website performance. Its heatmaps, session recordings and feedback collection features offer comprehensive insights that help businesses understand and enhance the user experience. Although some users have pointed out drawbacks, including higher costs and difficulties with tagging and filtering, the essential features of Hotjar deliver considerable benefits for enhancing website usability and engagement. For businesses aiming to boost their online presence, Hotjar provides effective tools to gain deeper insights into user behavior and improve responsiveness.

💪 Strengths

The Hotjar widget provides an easy way for users to give feedback directly within our SaaS product, either anonymously or by leaving their email information. We also appreciate being able to observe user behavior on our platform and during marketing campaigns, which helps us better understand our users and enhance their experience with our product. Source: G2

💡 What could be better

I would like to see more opportunities to enhance the feedback widget, such as adding the ability for customers to access support help directly within the widget. This would allow us to assist them in resolving issues on the spot. Currently, users have to go to the support widget or switch to website chat to access help. Additionally, we recently experienced some login issues and hope they will be resolved soon. Source: G2

Pricing: 

• Observe Basic: Free for 35 Daily sessions
• Observe Plus: $35.20 for 100 daily sessions
• Observe Business: $88.00 for 500 daily sessions
• Observe Scale: $188.10 for 500 daily sessions

Trial: 15-day free trial available

Medallia

Medallia is a powerful tool designed to capture and analyze customer experiences in real time. It helps businesses gain valuable insights from customer interactions, enabling them to make data-driven decisions to enhance customer satisfaction. Medallia's comprehensive platform is suitable for large organizations looking to implement robust customer feedback systems.

🚀 Top features

1. Transactions
2. Surveys
3. Foot traffic

Overall Verdict

Medallia is a robust and versatile tool that offers advanced analytics, real-time feedback and comprehensive support. Its user-friendly interface and powerful integration capabilities make it a valuable asset for large organizations aiming to enhance their customer experience programs. Despite some minor issues with survey format flexibility and occasional support inefficiencies, Medallia's innovative solutions and continuous improvements make it a highly recommended platform for businesses seeking to gather and analyze customer feedback effectively.

💪 Strengths

I think Medallia is a complete tool with many features that help us collect feedback from our clients and understand their desires and demands. It has easy usability and several dashboards. Source:G2

💡 What could be better

Sometimes this web/system has issues. Most of the time, I know it's under maintenance, making it difficult to follow up with the team's customer feedback and complaints. Source:G2

Trial & pricing information: Contact vendor

HubSpot

HubSpot Service Hub stands out as a versatile and user-friendly tool designed to enhance customer support and satisfaction. Users consistently praise its ease of setup, comprehensive automation features and seamless integration with other HubSpot tools. Whether for managing tickets, conducting surveys or leveraging extensive

🚀 Top features

1. Easy setup and intuitive UI
2. Comprehensive automation and reporting
3. Seamless CRM Integration

Overall Verdict

HubSpot Service Hub is an incredible tool that excels in ease of use, automation and integration. It provides businesses with the tools needed to manage customer support efficiently, collect valuable feedback and maintain seamless communication. While some users have noted areas for improvement, such as form submissions and ticket integration, the overall functionality and benefits make HubSpot Service Hub an asset for enhancing customer service and satisfaction.

💪 Strengths

The most helpful thing for our small business in Service Hub is seeing real-time feedback from our clients. This helps us drive business and take our marketing efforts to the next level by actually listening to our customers. It has enabled our software company to take great leaps forward in delivering the right content to the right people at the right time. Source:G2

💡 What could be better

The menu items are a bit messy but still manageable to navigate. There could be more customization options for the feedback surveys. Source:G2

Pricing: 

• Service Hub Free: $0.00 Per Month
• Service Hub Starter: $20.00, 1 Core Seat Per Month
• Service Hub Professional: $100.00, 1 Service Seat Per Month
• Service Hub Enterprise: $150.00, 1 Service Seat Per Month

Trial: 14-day free trial available

Zendesk

Zendesk Support Suite is a comprehensive and customizable tool designed to enhance support services through its robust features and continuous innovation. It offers a centralized platform for managing customer inquiries, tickets and feedback across multiple channels, providing businesses with the tools needed to improve efficiency and customer satisfaction.

🚀 Top features

1. Centralized platform for feedback management
2. Customizable interface and frequent updates
3. Automated feedback workflows

Overall Verdict

Zendesk Support Suite is a powerful and flexible tool that offers a wide range of features to enhance customer support services. Its omnichannel capabilities, customization options and comprehensive reporting make it a valuable asset for businesses looking to improve customer service operations.  While some users note areas for improvement, such as reporting platform usability and integration with certain CRM tools, the overall benefits and continuous innovation make it a strong choice for managing customer feedback and support.

💪 Strengths

Easy-to-use tools. It was turnkey to train my team and we are already seeing the impact of a centralized system for customer feedback. Source:G2

💡 What could be better

I really dislike the Explore reporting platform. Insights was much more robust and user-friendly. Creating your own dashboard is painful (slow, clunky, glitchy) and feels outdated. Source:G2

Pricing: 

1. Support Only (Team): $19.00, 1 user per month billed annually
2. Support Only (Pro): $55.00, 1 user per month billed annually
3. Suite Team: $55.00, 1 user per month billed annually
4. Support Only (Enterprise): $115.00, 1 user per month billed annually

Trial: 14-day free trial available

Zoho Survey

Zoho Survey is a powerful online survey platform designed to streamline the process of collecting and analyzing feedback. With its user-friendly interface and robust functionality, it integrates seamlessly with Zoho CRM and other Zoho applications. This integration enhances its value for businesses aiming to gather valuable insights through customized surveys.

🚀 Top features

1. Intuitive survey creation
2. Integration with the Zoho ecosystem
3. Online poll creator

Overall Verdict

Zoho Survey is an effective tool for conducting surveys and gathering feedback. Its user-friendly interface, seamless integration with Zoho applications and strong data analysis make it a valuable asset for businesses, despite some room for improvement in design flexibility. Zoho Survey delivers strong overall performance and is recommended for efficient survey solutions.

💪 Strengths

Zoho Survey is a powerful tool that offers numerous benefits for conducting surveys and gathering valuable insights. One of its standout features is its user-friendly interface, which simplifies survey creation and customization. Users can choose from a wide range of question types and design options to create engaging and visually appealing surveys. Source:G2

💡 What could be better

One drawback is the limited number of responses allowed per survey in lower-tier plans, which can be restrictive for users with large sample sizes or frequent survey needs. Additionally, while the design options are customizable, they may not offer as much flexibility or creativity compared to some other survey tools. Another potential downside is the learning curve for advanced features and reporting, which may require time and effort to fully grasp. Lastly, customer support can sometimes be slow or less responsive, which can be frustrating for users seeking timely assistance. Source:G2

Pricing: 

1. Free
2. Plus: $20/user/month
3. Pro: $25/user/month
4. Enterprise: $60/user/month

Trial: Seven-day free trial available

Typeform

Typeform stands out as a versatile and user-friendly tool for creating and managing surveys. It excels in delivering a sleek and intuitive experience for both survey creators and respondents. Designed to facilitate engaging and interactive surveys, Typeform is especially effective for gathering customer feedback and conducting market research. It offers seamless integration with various CRM tools, making it a valuable asset for businesses looking to streamline data collection and analysis.

🚀 Top features

1. Survey maker
2. Form builder
3. Quiz maker

Overall Verdict

Typeform is a powerful and aesthetically pleasing survey tool that excels in ease of use and integration with other platforms. It is particularly beneficial for businesses seeking a user-friendly interface and effective data collection mechanisms. While it may have limitations in handling complex survey logic and its free plan restrictions, its strengths in design, analytics and integrations make it a solid choice for both basic and advanced survey needs.

💪 Strengths

It's a very cost- and time-effective platform with great UI and features. One of the best survey tools I have come across in the market, with affordable pricing and service. Source:G2

💡 What could be better

I haven't seen any new updates or improvements in the platform compared to when I started using it two years ago. Source:G2

Pricing: 

• FREE: with unlimited forms, 3000+ templates
• Plus: $59.00 Per Month
• Business: $99.00 Per Month
• Enterprise: Contact Us

Trial: 14-day free trial available

Survey Monkey

SurveyMonkey is a well-established and versatile tool for creating, distributing and analyzing surveys. It is widely appreciated for its user-friendly interface, extensive customization options and powerful analytical capabilities. SurveyMonkey enables organizations to gather detailed insights from various stakeholders, enhancing decision-making processes and improving overall operations. It is particularly popular in educational, marketing and business environments due to its reliability and ease of use.

🚀 Top features

1. Survey templates
2. Recurring surveys
3. Survey logic

Overall Verdict

SurveyMonkey is a powerful and user-friendly survey tool that excels in customization, reporting and integration. It is highly effective for gathering feedback from diverse audiences and provides valuable insights that drive decision-making. While the pricing may be steep and some basic features require a subscription, the platform’s extensive capabilities and ease of use make it a worthwhile investment for businesses and educational institutions alike. Overall, SurveyMonkey remains a top choice for conducting professional and effective surveys.

💪 Strengths

Easy to set up and distribute surveys with many options. The user interface and experience are very easy to use. There are many features and capabilities available. You can easily copy or import questions to begin a survey. The customer support is adequate but only available via email communication. Source:G2

💡 What could be better

You need to pay for a higher-level plan to access all capabilities. Source:G2

Trial: 14-day free trial available

💡Growth hack time

With feedback pouring in from all channels, it’s easy to get overwhelmed and lose track.

What’s the solution? 

An AI-powered survey platform (Sprinklr is one) that uses AI to detect the top contact drivers or pain points of your customers. These become your “categories” which can be tracked over time to understand which issue irks your customers the most.  

Take a demo of Sprinklr and observe how it categorizes your feedback and survey responses with AI.

TAKE A DEMO OF SPRINKLR TODAY

Qualtrics

Qualtrics is a versatile tool known for its comprehensive survey capabilities and advanced data analytics. It allows organizations to capture, analyze and act on customer feedback to enhance customer experiences. Qualtrics is widely used across various industries due to its ease of use, extensive customization options and robust reporting features.

🚀 Top features

1. Customer surveys on every channel
2. Expert-designed surveys 
3. Customer churn prediction

Overall Verdict

Qualtrics stands out as a top-tier tool due to its dynamic survey design, advanced analytics and excellent customer support. Its intuitive interface and extensive customization options make it suitable for various use cases, from academic research to corporate feedback collection. While some users noted challenges with certain advanced features and the need for better code accessibility, the platform's overall functionality and support make it a highly recommended solution for businesses looking to gather and analyze customer feedback effectively.

💪 Strengths

Qualtrics is very dynamic, allowing for various survey styles and attachments, making it versatile with wide usability. It allows changes to the survey at any point and records important details like the systems used and the date/time of completion. Source:G2

💡 What could be better

When creating an email response format in the settings, codes need to be used for calculations that are not easily available or well-documented. I had to find that out through a different source. This was not easy. Source:G2 Trial: 30-day free trial available

Pricing:

Contact their sales team

Trustpilot

Trustpilot is a review aggregator and not your typical customer feedback tool. Since it plays a crucial role in the feedback ecosystem, it deserves to be on this list. It is a prominent platform for managing and analyzing what customers say about brands. It provides businesses with tools to collect and respond to reviews, enhance their online reputation and gain valuable insights into customer experiences. 

🚀 Top features

1. Claim and display reviews 
2. Integration capabilities 
3. Review invitation management 

Overall Verdict

Trustpilot is a powerful tool for businesses looking to gather and manage customer reviews. Its features, such as review claiming, integration options and extensive review invitation capabilities, provide valuable tools for enhancing customer trust and managing online reputation. While some users have noted issues with customer support and high costs, the platform’s core functionalities offer significant benefits for businesses aiming to leverage customer feedback effectively.

💪 Strengths

Trustpilot has helped me solve various problems, including selecting editing software and browsing applications. I also purchased a great CMS software for hospital management based on its recommendations. Its genuine feedback and customer reviews help us choose the best apps to work efficiently in our organizations. Source:G2

💡 What could be better

t's not easy to challenge unjust reviews. We're happy to accept negative feedback when we're at fault, but when we can prove with recorded calls that a customer has lied in their review, it hasn't been overturned, affecting our overall score. Source:G2

Pricing: 

1. Plus plan: Starting at $259.00
2. Premium plan: Starting at $629.00
3. Advanced plan: Starting at $1,059.00
4. Enterprise plan: Contact the vendor

9 types of customer feedback platforms

Customer feedback tools come in many forms, each serving a specific purpose based on the needs of your business. Some tools like heatmaps visually track user interaction on your website, revealing where customers are most and least engaged. Others rely on customer surveys, offering structured questions to capture detailed responses from your customers. Then there are advanced feedback tools capable of performing sentiment analysis, interpreting the emotions behind customer comments to provide deeper insights. 

Based on functionalities, below are nine types of customer feedback platforms: -

1. Survey-based tools

Survey-based tools are designed to collect structured feedback through questionnaires and polls. They are ideal for gathering detailed insights on customer satisfaction, product preferences and areas for improvement. The key differentiator here is the ability to ask specific questions and gather quantitative data, making it easier to analyze and compare responses.

2. Review-based tools

Review-based tools aggregate customer reviews from platforms like Google, Yelp and TripAdvisor. Unlike surveys, these tools collect organic feedback from customers who voluntarily share their experiences. They provide a broader view of customer sentiment and help identify trends and common issues that might not be covered in structured surveys.

3. Net Promoter Score (NPS) tools

NPS tools are specialized for measuring customer loyalty by asking a single, focused question: "How likely are you to recommend us?" The simplicity of NPS makes it distinct from other tools as it quantifies loyalty into a score that can be tracked over time. NPS tools help identify promoters who can advocate for your brand and detractors who may need attention.

4. Social media monitoring tools

Social media monitoring tools track mentions, discussions and trends across platforms like Twitter, Facebook and Instagram. Unlike other tools, they provide real-time insights and enable businesses to engage with customers directly. These tools are particularly valuable for understanding public perception and responding to emerging issues quickly.

5. Live chat and in-app feedback tools

Live chat tools collect feedback during live interactions with customers, either through chat sessions or in-app prompts. They stand out by offering immediate insights into the customer experience, allowing businesses to address issues on the spot. This immediacy sets them apart from tools that gather feedback after the fact.

6. Voice of Customer (VoC) tools

VoC tools compile feedback from multiple sources, including surveys, social media and support interactions. They provide a comprehensive view of customer sentiment, combining both structured and unstructured data. The ability to aggregate and analyze feedback from various channels differentiates VoC tools, making them essential for strategic decision-making.

7. Visual feedback tools

Visual feedback tools allow customers to provide feedback directly on specific elements of a website or app, often using screenshots or annotations. This visual approach differs from traditional text-based feedback, offering a more intuitive way for customers to communicate issues or suggestions.

8. User testing tools

User testing tools are focused on evaluating the usability and functionality of a product. These tools gather feedback through user sessions, where customers interact with the product while providing commentary. The emphasis on usability and user experience makes these tools distinct from those focused purely on sentiment or satisfaction.

9. Community feedback tools

Community feedback tools engage customers through forums, discussion boards and idea-sharing platforms. Unlike other tools, these foster a sense of community and collaboration, where customers can interact with each other and the brand, often leading to more organic and detailed feedback.

👉 Read More: Why Build a Brand Community?

How to choose the right customer feedback solution

With numerous options available, it's essential to find a customer feedback solution that aligns with your unique business needs. A well-chosen solution should offer more than just data collection, namely.

• Actionable insights
• Seamless integration with existing systems
• Flexibility to adapt and scale

By focusing on functionalities, scalability and scalability, you can ensure that your chosen solution will empower your team to make data-driven decisions that build customer loyalty and satisfaction. Below are eight criteria to evaluate for finding the right customer feedback solution: -

Unlock Insights Like Microsoft’s Social Intelligence Team with Sprinklr

Read More

2024 trends for customer feedback tools

Not just evaluation criteria, you need to keep in mind the 2024 customer trends for customer feedback tools and they are as follows:

🔁 AI integration

Artificial Intelligence is becoming central to customer feedback tools, enhancing both the collection and analysis of feedback. AI-driven platforms as you could offer personalized surveys and advanced data analysis.

📱 Mobile accessibility

With the increasing use of mobile devices, customer feedback tools are being optimized for mobile leveraging responsive design and in-app feedback. It will help in improving response rates and data accuracy.

📺 Remote support trends

The shift towards remote work and virtual interactions has influenced feedback tools to support remote engagement. Customer feedback tools need to deploy features like video feedback and virtual assistance to provide a more personal touch and deeper insights.

💻 Automation

Automation is streamlining the feedback collection process leveraging triggers based on user actions, such as post-purchase or after customer service interactions, capturing real-time insights. You can deploy automated feedback widgets to appear based on user behavior, such as completing a checkout, to gather feedback without interrupting the user experience.

Ready to excel at customer feedback management?

You’ve discovered the power of customer feedback tools in enhancing customer satisfaction and building a customer-centric brand.   To ensure you manage customer feedback and understand the voice of your customer with impeccable precision, a powerful solution like Sprinklr Service can be your partner.  With Sprinklr, you can:  

• Create, launch and deploy online surveys in minutes   
• Deploy unified surveys across 35+ channels
• Predict CSAT scores for ongoing conversations 
• Convert survey results into readable reports 

Impressive, isn't it? Understand your customers better with Sprinklr Service and witness the power of effective customer feedback management (CFM). Hit the button below and claim a FREE 30-day trial of Sprinklr today ⏬