In a brick-and-mortar store, it’s easy to communicate with customers and gather their feedback. However, online, it’s often more challenging to obtain insights from unhappy or frustrated users, as they can quickly navigate away from your site. To optimize your website and user experience, it’s crucial to implement customer feedback tools that capture insights at the right time and place.

The 10 Best Customer Feedback Tools

Discover the 10 best customer feedback tools to help you gather valuable input and enhance your website’s performance:

1. Userbrain – user testing tool

Userbrain is a user-friendly testing tool that provides insights into the usability of your website or prototype. Trusted by companies like Amazon, Shopify, and Spotify, Userbrain offers valuable features to enhance user experience:

• Quick and Simple Setup: Utilize preset templates and task types to start testing in just minutes.
• Access to 100k+ Testers: Choose from Userbrain’s large pool of quality-assured testers, target demographics, and screen for specific experiences or preferences.
• Invite Your Own Testers: Share a test link with your customers, friends, or colleagues for personalized feedback.
• Video Insights: Watch real users interact with your product and listen to their thoughts.
• Test Analysis: Identify usability problems and gain UX insights by watching and analyzing user test videos.
• Team Collaboration: Share feedback, assign tags, download videos, and CSV files with your team members.
• Scheduled Regular Testing: Automate your user testing process and make it a consistent part of your product development.

Discover how Userbrain can help you build products that people love to use. ? Book a Demo.

Get 2 Free User Tests: Start your 14-day free trial – no credit card required!

Pricing: Pay-as-you-go is $39 per test; subscription plans start at $99 monthly.

 2. Hello Bar

Hello Bar is a versatile feedback tool that displays messages on your site, such as popups, to gather customer feedback or direct them to a survey. Use Hello Bar to drive traffic, grow your newsletter list, and increase conversion rates. Sign-up is free, with premium features available.

Some advanced Hellobar features include:

• Bars and modal sliders: add fully-customizable popups and banners to your website.
• Advanced targeting: target your visitors with personalized messages for maximum impact.
• Integrations: Hellobar is integrated with Wix, Shopify, Squarespace, WordPress, and more.

Pricing: Sign up is free – limited free plan available. Premium access starts from $29 monthly.

3. IdeaScale – idea and innovation management

IdeaScale is a customer feedback platform that allows users to vote, share, and discuss feedback. The most popular ideas rise to the top, making it easy to prioritize improvements. It also integrates with Google Analytics.

In the last few years, IdeaScale has pivoted slightly to become a leading solution for ‘idea and innovation management.’ As a result, there have been a few changes to its pricing model. Pricing used to start from $99 monthly, but now the pricing is decided on a case-by-case basis after new users complete a product demo with the IdeaScale Sales team.

IdeaScale focuses heavily on providing solutions to large enterprises, governments, and nonprofits.

Pricing: The price ranges from free to $99 per month.

4. Contentsquare – quantitative feedback tracking

Pricing: No pricing details specified; product demo required.

5. Olark – live chat solution

Olark is a live chat software that offers valuable real-time customer engagement and insights to improve your website’s user experience. With Olark, you can conveniently chat with visitors on your website, answer their questions, and gather valuable feedback. Here’s an overview of Olark’s key features:

• Real-time chat: Engage with customers and address their needs quickly.
• Customer data organization: Store structured notes and chat transcripts in Olark or your CRM.
• Live chat insights: Apply customer input to optimize products and services.
• Custom pre-chat forms: Collect relevant information for personalized support.
• Triggered messages: Automatically send suggestions or special offers at the right time.
• Offline messaging: Let customers leave a message and follow up via email.
• Real-time dashboards and reporting: Access up-to-the-minute chat metrics and customer feedback.
• Integrations: Connect with various Sales and Support tools for a comprehensive view of your conversion funnel.

Olark offers live chat solutions to businesses of all sizes, with a competitive pricing model based on the number of Customer Support agents required.

Pricing: There is a free trial, and their paid plans start at $29 per agent per month.

6. Uservoice – customer feedback

UserVoice is like having a friendly guide to help you create amazing products by listening to the valuable insights of your users. Loved by top product teams such as Zendesk, Panda Doc, and Electronic Arts, UserVoice is all about putting your customers first to boost loyalty, speed up growth, and inspire innovation.

Imagine having an all-in-one feedback buddy that helps you gather and prioritize feedback, chat with customers, and make smart product choices based on real data. UserVoice is also there for you when you need to do some product research or get your team on the same page. And the best part? It plays nicely with your existing tech setup, making it a seamless addition to your workflow.

With UserVoice by your side, you’ll be able to stand out from the crowd and unlock your product’s true potential by focusing on what your users really need.

Pricing: Hidden pricing; based on a case-by-case basis after a product demo.

7. Alchemer – comprehensive feedback solution

Alchemer (formerly SurveyGizmo) is a versatile platform offering customer, market, and employee feedback solutions for businesses of all sizes. Key features include:

• Alchemer Survey: Flexible, easy-to-use survey tool with a variety of question types and no pay-per-response fees.
• Alchemer Workflow: Streamline your feedback loop by connecting with customers and employees to increase retention, adoption, growth, and advocacy.
• Alchemer Mobile: Enhance mobile app experiences by collecting and acting on customer feedback (Alchemer acquired Apptentive in January 2023).
• Integration: Easily incorporate collected feedback into your existing business systems.
• Collaboration: Share and collaborate on feedback with teams and across departments.
• Personalized Connections: Strengthen relationships with customers by addressing their feedback personally.

Alchemer offers a cost-effective alternative to more expensive or complex solutions like Qualtrics, making it an ideal choice for businesses that have outgrown SurveyMonkey.

Pricing: Not publically available. The Sales team will create a personalized quote after a product demo.

8. Survicate – real time feedback

Survicate takes the guesswork out of understanding what visitors expect from your site. For example, Survicate allows you to gather information about your visitors as they browse your website. They know how many items are in the visitor’s cart, how long they have been on your site, and so on.

Survicate allows you to:

• Actively gather feedback from your website visitors, even as they browse.
• Obtain a snapshot of who your visitors are, what they need, and what stops them from achieving their goals.
• Locate Find snags in your website conversion and improve a product or communication.
• Get instant, actionable tips on how to collect and utilize feedback on your website.

Pricing: 50 responses a month for free. Upgrade to access all features with a 15-day trial.

9. Mixpanel – product analytics

Mixpanel is a self-serve product analytics platform that helps you convert, engage, and retain more users. Trusted by over 7,000 paying customers, Mixpanel offers various features to understand your users and improve your product:

• Interactive Reports: Analyze product usage, build funnels, study retention, and evaluate the impact of product launches and experiments.
• Simple Workflows: Create funnels, analyze user flows, and build cohorts with just a few clicks, without needing to write SQL or wait for data processing.
• Data Lake Integration: Mixpanel can read directly from any data lake, eliminating the need for SDKs or additional data processing.
• Multiple Data Import Options: Stream events from your apps and servers using a customer data platform (CDP), Mixpanel SDKs, or other data integration tools.
• Visualize and Break Down Engagement Trends: Analyze user behavior trends and compare them to previous results.
• Funnel Analysis: Identify which users convert best and locate funnel steps causing friction.
• User Flows: Discover actions users take after signing up or before making a purchase and identify top user flows throughout your product.
• Retention Analysis: Understand how often users come back and which user groups retain best.
• A/B Testing: Measure the success of different test variants and prioritize development resources.

This is a great way of finding out where your website’s visitors aren’t engaging and ask them for input.

Pricing: Free up to 100.000 data points, 1000 profiles

10. Usersnap

Usersnap is a customer feedback software that helps you navigate product decisions by collecting valuable insights through in-app screen captures, micro surveys, and feature request boards. Many top-tier companies trust this all-in-one customer feedback platform.

Key features of Usersnap:

• Feedback menu: Welcome users to share feedback and access support with a customizable floating button and options menu.
• Screen captures: Easily communicate issues and close the feedback loop with screen capture tools.
• In-app surveys: Use micro surveys with advanced targeting and user segmentation to multiply engagement rates and increase the quality of feedback insights.
• Public board: Streamline feature request forms and upvote boards to make prioritization easier.
• Feature prioritization: Quantify the business value of new feature requests by connecting user properties data.
• Testing & QA: Reduce bug fixing time by 50% with Usersnap’s tools.
• Measure CX: Scale excellent product experience and increase user satisfaction by analyzing customer satisfaction ratings.

Usersnap takes privacy seriously, adhering to both GDPR and CCPA regulations, and has successfully handled more than 2 million feedback items in just the past year. Getting started with Usersnap is a breeze; there’s no need for a credit card, and the onboarding process is straightforward. The platform is specifically crafted with product teams in mind, making it an ideal choice for engineers, designers, product managers, customer operations specialists, and product marketers alike.

Tips for Choosing the Perfect Customer Feedback Tool

Choosing the ideal customer feedback tool for your website is like finding the right puzzle piece – it should fit seamlessly and help you see the bigger picture. Here are 7 key factors to consider when making your decision:

1. Integration: Look for a tool that blends smoothly with your existing website, CRM, or analytics platforms, so you can manage and analyze feedback data effortlessly.
2. Customization: Go for a feedback tool that lets you put your personal touch on things, like branded surveys or tailored messaging, ensuring a cohesive user experience.
3. Scalability: Ensure your chosen tool can grow alongside your business, offering advanced features and increased capacity as your requirements change.
4. Support: Pick a tool backed by top-notch customer support and an engaged user community, so you’ll never feel stuck or lost.
5. Budget: Carefully compare pricing plans and features of each tool to get the most bang for your buck.
6. Reporting and analytics: Choose a tool that empowers you with insightful reporting and analytics capabilities, helping you make data-driven decisions and fine-tune your website.
7. Privacy and security: Make sure your selected tool complies with data privacy regulations and adheres to industry best practices for security.

Conclusion: find the best customer feedback tool

The right customer feedback tool can work wonders for your website’s user experience, boost conversions, and elevate overall performance. Dive into our top 10 suggestions to discover the perfect one for you. Keep these extra tips in mind when picking your ideal tool, and remember that experimentation and iteration are key to finding the best fit for your unique needs. If you’ve come across any other fantastic tools or have personal experiences to share, be sure to let us know!

Start collecting customer feedback with Userbrain

Ready to give Userbrain a try? Sign up for a free trial to get 2 free testers: Userbrain Free Trial.

And if you need a helping hand, don’t hesitate to book a one-to-one call with one of Userbrain’s in-house user testing experts: Book a Call.