16 Best Enterprise Feedback Management (EFM) Software
In today’s market, product managers and CPOs can access a wide range of Enterprise Feedback Management (EFM) software tools.
However, selecting the right tool can be daunting as it should match the company’s objectives, integrate seamlessly with existing systems, and provide robust analytics.
Practical enterprise feedback management software tools do more than collect feedback. They help businesses identify areas for improvement, evaluate customer satisfaction levels, and make adequate adjustments to their products or services.
Choosing the appropriate EFM software can enhance customer experiences, product quality, and a profitable bottom line. It’s not just about selecting a tool; it’s about finding a partner for growth in a competitive environment.
Usersnap is a leading enterprise feedback management software that helps businesses capture and analyze user feedback directly from their websites. It’s crafted to enhance product, service, and user experience through clear, actionable insights.
Customizable Feedback Forms: Offers adaptable feedback forms, incorporating website feedback survey questions, examples, and templates for precise feedback.
Integrated Project Management: Transforms feedback into trackable tickets for efficient management within project workflows. Use Jira, Azure DevOps, or other integrations.
Create Real-Time Interactive Dashboards and Reports: Build integrated solutions via a REST API and use your existing data about your customers to leverage advanced reports and statistics with integrated data visualization tools like MS Power BI, Tableau and more. Discover what’s important to make better business decisions as a team.
Pricing
Usersnap offers several pricing plans tailored to meet the needs of different organizations:
UserVoice revolutionizes how businesses collect and act on customer feedback. This enterprise feedback management software excels in transforming customer suggestions into tangible improvements. Its intuitive platform fosters an environment where user insights lead to meaningful product enhancements.
Key Features
Feedback Forums: Empower users to submit, vote on, and discuss feedback, ensuring that the most valuable insights are highlighted.
Roadmap Prioritization: Integrates customer feedback into product roadmaps, allowing teams to focus on the most valuable features.
Advanced Analytics: This service delivers detailed analytics on user feedback, making it easy to identify trends and make data-driven decisions.
Salesforce Feedback Management transforms customer feedback into actionable insights, catering to businesses of all sizes across various industries.
It leverages the power of the Salesforce ecosystem, enabling organizations to improve their products, services, and overall customer experience.
Key Features
Integrated Feedback Collection: This system seamlessly collects feedback across multiple channels, including email, social media, and direct customer interactions.
Automated Feedback Analysis: This method utilizes AI and machine learning to analyze feedback, identifying trends and insights that can inform business strategies.
Actionable Insights within CRM: This tool integrates feedback insights directly into Salesforce’s CRM.
Pricing
Essentials: Starting at $25/user/month (billed annually).
Professional: $75/user/month (billed annually). It offers complete CRM capabilities with advanced feedback management tools.
HubSpot Service Hub stands out for its comprehensive approach to enterprise feedback management software. It integrates deeply with HubSpot’s CRM to ensure feedback drives actionable insights across customer journeys.
Key Features
Customer Feedback Surveys: Easily deploy surveys with customizable website feedback survey questions, examples, and templates.
Service Hub Insights: Analyze feedback in real-time, identifying trends and areas for improvement to enhance customer satisfaction.
Seamless CRM Integration: Feedback is automatically linked to customer records, enabling personalized follow-ups and data-driven service strategies.
Sogolytics delivers robust enterprise feedback management solutions, enabling organizations to capture, analyze, and act upon feedback across multiple channels. It’s crafted for businesses looking to drive improvements through in-depth insights and data-driven decisions.
Key Features
Robust Survey Tools: This site offers a wide range of customizable tools, including website feedback survey questions, templates, and examples, to gather precise feedback.
Intelligent Analytics: Harnesses advanced analytics to decipher feedback trends, providing actionable insights for strategic improvements.
Multi-Channel Feedback Collection: Collects feedback through various channels, ensuring a comprehensive understanding of customer experiences.
Dovetail streamlines gathering and analyzing customer feedback for businesses of all sizes. This platform transforms raw data into clear, actionable insights crucial for product development and improving customer satisfaction.
Key Features
Efficient Data Analysis: Dovetail’s core strength lies in its analytics engine. It quickly processes feedback, identifying crucial trends and patterns.
Team Collaboration: Dovetail encourages teamwork with its shared workspace.
Broad Integration Capabilities: Dovetail easily integrates with various data sources, including surveys and social media feedback.
Pricing
Dovetail offers a single pricing plan at $99.00 per month.
Qualtrics sets the standard in enterprise feedback management with its powerful, AI-driven platform designed to capture, analyze, and act on feedback across every channel. It’s the go-to solution for businesses focused on delivering superior customer experience based on robust, data-driven insights.
Key Features
Advanced Survey Tools: This tool helps create and distribute dynamic surveys, incorporating website feedback survey questions and templates for comprehensive insight gathering.
Predictive Intelligence: Leverages AI to predict customer trends and behaviors, enabling proactive strategy adjustments.
Action Planning: Turns feedback into actionable tasks, ensuring that insights lead to measurable improvements in customer satisfaction.
Pricing
Qualtrics is a subscription-based service that requires annual renewal. Plans start at $1,500 yearly and go up to $5,000 yearly.
Aha! is a comprehensive tool for product managers aiming to streamline product strategy and development processes. It offers a platform for setting roadmaps, defining features, and prioritizing tasks, ensuring teams stay aligned and focused on delivering customer value.
Key Features
Roadmapping: Aha! enables users to create detailed product roadmaps that visually communicate the direction and progress of their projects.
Idea Management: It facilitates the collection and prioritization of ideas, allowing teams to focus on the most impactful features.
Integration Capabilities: Aha! seamlessly integrates with popular development tools and platforms, making it easy to connect strategy with execution.
Pricing
Essentials: Starting at $9 per user per month annually, this plan is focused on managing agile development. It features unlimited teams, a choice of scrum, and kanban.
Advanced: Starting at $18 per user per month annually.
Medallia is a powerhouse in enterprise feedback management, offering advanced solutions that empower businesses to capture, analyze, and act on feedback across all customer touchpoints. Its platform is engineered for companies prioritizing understanding and enhancing the customer experience at scale.
Key Features
Real-time Feedback Analysis: Delivers instant insights from feedback collected through various channels, enabling quick and informed decisions.
Customizable Surveys: This feature features robust website feedback survey templates and examples, allowing businesses to tailor questions to their needs.
Omnichannel Feedback Collection: Gathers feedback across multiple channels, ensuring a comprehensive view of the customer experience.
Pricing
Medallia tailors its pricing to meet the specific needs of each organization.
Wootric excels in enterprise feedback management by focusing on measuring and improving customer experience. This cloud-based software is ideal for companies looking to understand and act on customer feedback across digital touchpoints.
Key Features
Real-time Feedback Analysis: Wootric uses advanced AI to analyze feedback, providing actionable insights that help businesses improve customer satisfaction.
Customizable Surveys: Offers flexibility with website feedback survey templates and examples, allowing companies to tailor surveys to their unique needs.
Seamless Integration: Easily integrates with various business applications, ensuring feedback is collected and acted upon efficiently.
InMoment distinguishes itself in enterprise feedback management, focusing on creating better business outcomes through customer, employee, and market insights. Designed for companies committed to excellence, InMoment goes beyond mere data collection to drive meaningful action.
Key Features
Experience Improvement (XI): Leverages advanced analytics to turn feedback into strategic improvements across customer journeys.
Customizable Engagement: Utilizes website feedback survey templates and examples to craft personalized surveys that resonate with respondents.
Integrated Insights: Combines feedback from various sources to provide a holistic view of the customer experience, facilitating smarter decisions.
Qualaroo specializes in capturing user feedback through intelligently targeted surveys and analytics. This tool empowers businesses to gain deep insights into user behavior and preferences, directly influencing product enhancements and customer experience strategies.
Key Features
Intelligent Survey Targeting: Qualaroo uses advanced targeting to present surveys to users at the right time, increasing response rates and ensuring the collection of relevant data.
Nudge™ Technology: Its unique Nudge™ technology encourages users to provide feedback without disrupting their experience.
AI-Powered Analysis: Qualaroo’s sentiment analysis, powered by IBM Watson, automatically interprets open-ended responses.
Pricing
Qualaroo’s Essentials plan starts at $80/month, and a Premium plan is available for $160/month. Custom enterprise solutions are also an option.
Survicate gathers customer feedback across multiple channels to help businesses understand and enhance the customer experience. This tool simplifies collecting insights through surveys, enabling companies to make data-driven decisions quickly.
Key Features
Multi-Channel Surveys: Survicate allows users to deploy surveys via email, web, mobile, and in-app channels, ensuring they reach customers wherever they are.
Customizable Survey Templates: Users can choose from various templates or create their surveys from scratch.
Insightful Analytics: Survicate analyzes real-time survey results, offering actionable insights. Businesses can more effectively identify trends, measure satisfaction, and understand customer needs.
Pricing
The pricing for paid plans starts from $53 per month (billed yearly) for the Starter plan, and The Business plan is priced at $117 per month (also billed annually).
Hotjar offers a unique approach to enterprise feedback management by combining user behavior analytics with feedback tools. This software is essential for businesses aiming to understand how users interact with their websites and what changes can enhance user experience.
Key Features
Heatmaps and Session Recordings: These tools provide visual insights into how users navigate your site, highlighting areas where users engage the most and spots they ignore.
Feedback Polls and Surveys: Hotjar lets you create intuitive feedback polls and surveys directly on your website. These tools capture user sentiment and suggestions in real time by incorporating website feedback survey examples and templates.
User Journey Analysis: By tracking the user journey from start to finish, Hotjar identifies bottlenecks and opportunities for improvement, making it easier to tailor the user experience.
Pricing
Basic: Free, includes essentials like unlimited heatmaps and 5k monthly sessions.
Plus: Aimed at small teams for $32/month, offering 7k sessions and more insights.
Business: Best for growing companies at $56/month, with 10k sessions and advanced features, including funnels and all integrations.
ProProfs Quiz Maker is a versatile tool for creating quizzes, surveys, and assessments. This platform enables educators, trainers, and businesses to engage their audiences and evaluate knowledge and satisfaction easily.
Key Features
Wide Range of Question Types: Users have access to various question types, including multiple-choice, fill-in-the-blank, and true-or-false. This diversity caters to different evaluation needs and learning styles.
Customizable Templates: With a library of templates, users can quickly create quizzes aligning with their branding and thematic requirements. This feature saves time and enhances the visual appeal of the quizzes.
Detailed Analytics: ProProfs Quiz Maker provides in-depth analytics, offering insights into quiz performance, learner progress, and areas for improvement. These analytics help educators and businesses make informed decisions.
Pricing
Free: This plan is designed for fun quizzes and includes only public quizzes with advertisements and no reports.
Essentials: This plan, priced at $20 per month (billed annually), is suitable for public and non-secure quizzes.
Business: At $40 per month (billed annually), this tier is geared towards secure quizzes and tests.
Nicereply focuses on enhancing customer service interactions through targeted feedback collection. This tool allows businesses to measure satisfaction levels, identify areas for improvement, and recognize top-performing service agents.
Key Features
Instant Feedback Collection: Nicereply captures customer feedback immediately after service interactions, offering real-time insights into customer satisfaction.
Customizable Surveys: Users can tailor surveys to fit specific needs, choosing from various question types and design options.
Agent Performance Tracking: Nicereply provides detailed analytics on individual agents’ performance, allowing for recognition of excellence and identification of training opportunities.
Pricing
Nicereply offers a single paid plan with a monthly starting price of $59.
How Enterprise Feedback Management Software Systems Work
Enterprise Feedback Management (EFM) systems are critical for modern businesses to gather, analyze, and act on customer feedback from various channels like surveys, social media, and support tickets.
These systems identify trends and patterns in the data, offering actionable insights for improvement.
Core Functionalities of EFM Systems
Feedback Collection: EFM systems collect feedback across multiple channels, ensuring a broad understanding of customer experiences.
Analysis: They analyze this feedback to detect trends, helping businesses understand customer sentiment.
Actionable Insights: EFM systems convert analysis into clear, actionable advice, driving business enhancements and customer satisfaction.
Facilitating Data Aggregation
EFM tools aggregate feedback from diverse sources into a comprehensive view, providing a holistic understanding of customer feedback.
Generating Actionable Insights
These systems generate insights businesses use to improve products and services, directly enhancing customer satisfaction, product capabilities and driving growth.
Using Feedback Management Tools – Start with Usersnap
Usersnap is feedback software that captures and manages user feedback.
It uses widgets for screen capture and surveys to gather insights. It integrates with various systems and is designed for ease of use by non-technical teams.
Usersnap’s Customer Feedback Collection Methods
Usersnap offers a variety of tools to capture feedback directly within your web application or website:
Feedback Widgets: Embed these on your site to allow users to quickly submit feedback when encountering an issue or suggestion.
Screenshot Annotations: Users can take screenshots and annotate them to pinpoint exactly what they’re referring to in their feedback. This eliminates the need for lengthy written descriptions. Included our screenshots are always meta data for development team to really understand the context of the bug.
Video Recordings: Go beyond screenshots! Users can record their screens and audio to provide detailed walkthroughs of issues or suggestions.
NPS Surveys: Measure customer loyalty and satisfaction with Net Promoter Score (NPS) surveys directly within Usersnap.
Survey Templates and Customization
Save time building feedback forms from scratch. Usersnap offers a library of customizable feedback templates to get you started quickly. These templates cover common use cases and can easily adapt to your needs.
Automated Feedback Routing
Usersnap automatically routes input to the appropriate teams based on pre-defined rules. This ensures that the right people address issues and that suggestions are delivered to the product development team.
How to Proceed to Collect Feedback Data with Usersnap REST API
Usersnap’s REST API connects your existing systems with powerful feedback collection capabilities.
REST API, a standard web API architecture, allows for seamless integration, enabling automated feedback data capture and analysis within your workflows.
Step-by-Step Guide to Using the REST API
Here’s a breakdown of how to proceed if you are on an eligible plan:
Enable REST API: You must enable the REST API feature within your Usersnap settings.
Generate JWT Secret: Once enabled, generate a JWT secret within Usersnap. This secret acts like a key that allows Usersnap to verify your API requests.
Create JWTs: You can create JSON Web Tokens (JWTs) using the generated secret. These tokens will be included in your API requests to verify your identity.
Authorization and Calls: Usersnap uses Bearer authentication. Include the JWT as a Bearer token in the Authorization header of your API requests.
Exploring Use Cases
Feedback Analysis: Use the API to pull feedback data into your analytics tools. Analyze the data to identify trends, user satisfaction levels, and areas for improvement.
Reporting: Automate the generation of feedback reports. Schedule regular API calls to collect the latest feedback data and compile it into reports for stakeholders.
Action Planning: Integrate feedback data with task management tools. Convert feedback into actionable tasks and prioritize them based on the insights gained.