Customer Feedback Management Software

What is Customer Feedback Management Software?

Customer Feedback Management (CFM) software is a centralized suite of tools and features that help organizations gather, analyze, and act on valuable customer feedback. The goal of customer feedback management processes and systems is to exceed customer expectations with streamlined product improvements, innovate services by listening to the customer’s voice, and create highly personalized experiences based on target customers’ needs and preferences.

CFM software helps companies improve online customer strategies by providing the following key benefits:

  • Customer feedback helps organizations create and manage an impactful product roadmap that aligns with customer needs and preferences.
  • CFM helps companies understand and improve the customer journey by gathering and analyzing customer feedback along the way.
  • CFM software can be used to improve website UI/UX by collecting customer feedback about new web pages, tools, or integrations.
  • CFM increases customer retention and fosters long-term loyalty when customers feel heard and see their values, preferences, and feedback reflected in customer experiences, products or services.

Customer feedback is essential to creating engaging, personalized customer experiences, so many Customer Experience (CX) tools integrate customer feedback management capabilities to leverage customer feedback and mine surveys for key data that will help create memorable, positive experiences that foster loyalty and high retention rates.

How Customer Feedback Management Tools Work

Customer Feedback Management systems work by collecting, analyzing, and taking action on customer feedback.

  • Gathering Feedback: CFM software provides organizations with the tools needed to gather customer feedback from many sources, including websites, email, apps, and other digital channels. The customer feedback collected provides businesses with key insights into how customers feel about each phase of the customer journey and can help pinpoint areas of improvement or opportunity in site functionality, product performance, and overall customer experiences.
  • Analyzing Feedback: Customer Feedback Management software provides reporting and analytics tools that transform collected customer feedback into actionable insights. CFM systems create reports, charts, graphs, and other visualizations to showcase customer feedback, combine data from multiple sources of feedback, and monitor A/B testing and website performance. CFM systems also include Sentiment Analysis tools to gauge, measure, and monitor customer emotions around products, services, and online interactions.
  • Taking Action on Feedback: CFM tools help organizations bring the customer feedback loop full circle by providing actionable insights. Customer Feedback Management solutions help classify and organize customer data with tags and labels, provide feedback analysis and assignments by team member or department, and integrate with Marketing Automation solutions or CRM systems to implement changes or improvements.

Top 10 Customer Feedback Management Software

Salesforce Service Cloud / Birdeye / Qualtrics / InMoment / Qualaroo / Sogolytics / Chattermill / Mopinion / Survicate / SurveyMonkey

WH Score
8.9
Salesforce Service Cloud

Salesforce Service Cloud

37reviews
Starting Price:$25 per user / per month
Accelerate your business to attain round-the-clock performance with Salesforce Service Cloud. The modern consumer expects access to customer service when it is convenient to them and their hours rather than the operating times of the call center–Salesforce helps clients meet this need by equip...
WH Score
7.9
SurveySparrow
0reviews
Starting Price:$19 per response / per month
SurveySparrow is a comprehensive survey platform that caters to the needs of businesses looking to gather valuable feedback from their customers. With a user-friendly interface and a wide range of features, SurveySparrow enables users to create engaging surveys that deliver insightful data to help i...
WH Score
7.9
Usersnap
0reviews
Starting Price:$52.52 per user / per month
Usersnap is a versatile platform designed to assist businesses in collecting and utilizing user feedback to enhance their products. With a focus on improving user experience, Usersnap offers a range of features including in-product feedback tools, bug tracking capabilities, and feature validation fu...
WH Score
7.9
Alchemer
0reviews
Starting Price:$315 per user / per year
Alchemer is a comprehensive set of tools designed to help businesses gather valuable feedback from their customers in order to enhance customer satisfaction and drive business growth. With a range of products and services like Alchemer Survey, Alchemer Workflow and Alchemer Digital, this platform of...
WH Score
7.9
SurveyMonkey
0reviews
Starting Price:$25 per user / per month
SurveyMonkey is a highly trusted and widely used survey software platform that has emerged as a leader in the industry. With an abundance of templates and resources available, businesses of all sizes can easily collect valuable feedback from their customers, employees, and target markets. The platfo...
WH Score
7.9
Survicate
0reviews
Starting Price:$0 per response / per month
Survicate is a comprehensive user research and feedback survey platform designed to assist businesses in collecting and analyzing valuable customer feedback. With the goal of enhancing products and services, Survicate offers a range of features and tools to streamline the feedback collection process...
WH Score
7.9
Mopinion
0reviews
Starting Price:N/A
Mopinion is a versatile feedback solution provider that caters to a wide range of industries, including websites, apps, and email campaigns. With their expertly designed forms for various metrics, Mopinion helps businesses gather valuable insights from their customers and take actionable steps to en...
WH Score
7.9
Chattermill
0reviews
Starting Price:N/A
Chattermill provides valuable customer feedback analysis tools to businesses looking to enhance their products and drive growth. With a focus on connecting feedback to business goals, Chattermill offers a comprehensive platform that utilizes advanced AI technology for sentiment analysis and custom d...
WH Score
7.9
Sogolytics
0reviews
Starting Price:$25 per user / per month
Sogolytics is a leading provider of an Experience Management Platform that offers a suite of tools designed to help businesses gather and analyze feedback from both customers and employees. The platform is equipped with a range of features such as survey design, distribution, reporting, data managem...
WH Score
7.9
Qualaroo
0reviews
Starting Price:$0 per user / per month
Qualaroo is an AI-powered Customer & User Feedback platform that helps companies perform research, user targeting, sentiment analysis, and patented Nudge technology to deliver actionable insights based on user feedback. Qualaroo helps companies optimize website and app performance, increase conv...
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