Top 10: Customer Feedback Collection software

Updated: July 30, 2023

Customer Feedback software is a valuable tool that enables businesses to collect, manage, and analyze customer feedback effectively. This software offers multiple channels, such as online surveys, feedback forms, and email campaigns, through which customers can share their opinions, experiences, and suggestions about products or services. The software centralizes all feedback data, allowing businesses to gain valuable insights into customer preferences, pain points, and areas for improvement. Advanced analytics tools help analyze feedback trends, sentiment, and customer satisfaction levels, enabling businesses to make data-driven decisions to enhance their offerings and customer experience. With real-time reporting and notifications, Customer Feedback software empowers organizations to respond promptly to customer concerns, address issues, and foster positive relationships. By leveraging this software, businesses can build stronger customer relationships, increase loyalty, and drive overall business growth based on the valuable input from their customer base. Some of the most popular customer feedback collection tools are listed below.

See also: Top 10 Self-Service software

2020. Chattermill raises $8M to enable companies to gain customer feedback insights



Chattermill, a startup based in London, has successfully raised $8 million in Series A funding. The company specializes in providing a "customer understanding" platform that leverages machine learning to obtain scalable insights from customer feedback. Chattermill was founded due to the frustration of the lengthy process involved in traditional customer research, where it often takes weeks or even months to obtain valuable insights that may already be outdated when they reach decision-makers. To address this challenge, the developers recognized the potential of machine learning as a key component of the solution, combined with a user-friendly interface that presents actionable customer feedback from various channels.


2015. Sprinklr acquired social customer support service Get Satisfaction



Sprinklr, the provider of social media management services, is acquiring Get Satisfaction, the creators of a platform that enables businesses to connect with customers online and gather feedback on their websites. Get Satisfaction will be integrated into Sprinklr's larger cloud-based social media management business, known as the "Experience Cloud." This integration assists businesses in tracking feedback from individuals across various channels, including social media platforms and their own websites, encompassing approximately 25 potential feedback channels. This acquisition serves as an expansion for Sprinklr, as Get Satisfaction already collaborates with 1,000 businesses, including notable customers such as P&G, Rabobank, SugarCRM, and Service Rocket.


2015. Google to shut down community tool Google Moderator



Google has initiated its spring cleaning process, and as part of it, the idea and feedback collection service known as Google Moderator will be discontinued on July 31. Initially launched in September 2008, Google Moderator provided a platform for users to submit questions, suggestions, and ideas, which were then ranked based on user voting. This crowdsourcing service effectively gathered feedback from a wide range of individuals, allowing them not only to ask their own questions but also to vote for the most important queries to be addressed. While the project has been relatively inactive, users of Moderator will still have the opportunity to download their data from Google Takeout, starting from March 30. This data will remain accessible for a minimum of two years. It is important to note that June 30 will be the last day to generate new content on the service, and the complete shutdown of Moderator will occur on July 31.


2014. SurveyMonkey invested in mobile feedback service Apptentive



Leading the Series A funding is Apptentive, a company that provides in-app feedback tools for developers to engage with their app users, request reviews, and facilitate direct communication. This funding round was spearheaded by online survey service SurveyMonkey. The partnership between SurveyMonkey and Apptentive aims to offer technical and product interactions specifically tailored for mobile customers. Apptentive faces competition from various solutions in the market, including Appsfire, Appboy, Helpshift, Mixpanel, Localytics, and others. One of Apptentive's standout features is its proprietary measurement called "Love Score," which enables app developers to gauge how well their app is received compared to others in the app ecosystem. The Love Score reports provide valuable customer insights, such as the app's popularity relative to competitors, analysis of app store reviews, assessment of reviewer quality and bias, and more.


2012. Zoho Commentbox - almost new customer support community app



We have vivid memories of the time when Zoho was launching a new SaaS app every month. However, as expected, this rapid pace couldn't be sustained indefinitely. After reaching nearly 30 apps, Zoho has shifted its focus to periodic updates for the existing ones. Nonetheless, the desire to innovate and create something new remains strong. This led the Zoho developers to revamp an old service, incorporating additional features, renaming it, and presenting it as a fresh offering. They have integrated Twitter, Email, and CRM functionalities into Zoho Discussions, which has been rebranded as Zoho Commentbox. The new app is now ready! Interestingly, the prices and descriptions have remained unchanged. Furthermore, the original service, Zoho Discussions, continues to exist alongside the new offering, expanding Zoho's portfolio of apps. Let's recall that Zoho Discussions (or Zoho Commentbox) enables the creation of online customer communities for support and idea generation. Previously, such communities were built using phpBB or vBulletin forum engines, whereas now they can be established using specialized services like Zoho Commentbox. Notably, Get Satisfaction is a well-known representative in this category. It's worth mentioning that Zoho facilitates the import of data from phpBB and vBulletin forums into Zoho Commentbox. The platform supports multiple interface languages and offers free access to one forum without sub-forums.


2011. UserVoice turns customer support into the Game


The average customer service worker hardly gets pleasure of his work. These stupid customers with their stupid questions or too nervous customers can make anyone crazy. Knowing this, the developers of helpdesk-service UserVoice used the game mechanics to make work of the support staff more interesting and their customers - more happy. In UserVoice support specialists play against each other earning points. For each response support person gets bonus, and if he responded quickly (within one hour) - points are tripled. And if the customer is satisfied with the answer, he may give the support rep the kudos that costs a lot of points. Boss may give an award to the support champion every week. Or may not, because this game is interesting itself. ***