Feedier - Detailed Review
Customer Service Tools
Feedier - Detailed Review Contents
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Feedier - Product Overview
Introduction to Feedier
Feedier is a comprehensive Customer Intelligence Platform that leverages AI-driven insights to help medium, large, and public organizations improve their customer experience and drive transformation.Primary Function
The primary function of Feedier is to capture, analyze, and act on customer feedback from various sources. It centralizes all feedback signals, including those from surveys, online reviews, emails, and other digital touchpoints, to provide a 360° view of customer interactions. This enables businesses to detect, report, and resolve customer irritants 24/7, enhancing overall customer satisfaction and loyalty.Target Audience
Feedier is targeted at medium to large enterprises and public institutions. It is particularly useful for organizations looking to streamline their customer feedback processes, improve customer relationships, and make data-driven decisions.Key Features
Automated Feedback Analysis
Feedier uses AI to automate the analysis of thousands of customer feedback entries in real-time, identifying pain points and anomalies without manual intervention.Interactive Surveys
The platform offers an extensive survey module with 16 question types, conditional flows, and custom branding. Surveys can be shared via email, SMS, printable PDFs, and configurable widgets embedded in websites.Text Analysis
Feedier includes a Text Analysis module that automatically categorizes and analyzes text feedback, providing sentiment benchmarking and actionable insights. This helps in understanding customer emotions and the drivers behind them.Centralized Feedback Management
The platform allows for the import of feedback signals from various sources such as review sites, CSV files, and emails. It provides a real-time feed of all feedback records, which can be filtered, assigned, or deleted as needed.CX Dashboards
Feedier offers intuitive dashboards to measure and track key customer experience indicators like NPS, CSAT, and CES. These dashboards are customizable and allow for the comparison of data across different periods or segments.Automated Action Plans and Reports
The platform generates consultant-level reports and action plans automatically, using AI-driven insights. This feature ensures that reports are always up-to-date and aligned with the latest feedback trends.Integration and Automation
Feedier integrates with over 100 solutions, including CRM systems like Salesforce, to automate measurement, enrichment, and CRM synchronization. It also automates tedious tasks such as report creation and action plan updates. By leveraging these features, Feedier helps organizations bridge the gap between high-level insights and operational excellence, ultimately transforming customer feedback into actionable strategies that drive business growth. Feedier - User Interface and Experience
User Interface Overview
The user interface of Feedier, an AI-driven customer feedback tool, is notable for its intuitiveness and user-friendly design.Ease of Use
Feedier’s interface is relatively easy to use, even for those who are not tech-savvy. The platform offers pre-made templates that make setting up surveys straightforward. Users can quickly customize the branding, language, and content of their feedback requests, which can be done in a matter of minutes.Customization and Configuration
Users can configure their surveys, referred to as “carriers,” with various question types, including quick-hit star ratings, short-form, and long-form questions. The platform also provides useful templates to help generate ratings and questions, ensuring that the feedback collected is useful and unbiased.Gamification and Engagement
One of the standout features of Feedier is its ability to gamify the feedback process. The platform allows users to create interactive and engaging surveys with animations and rewards, such as vouchers, discounts, or prizes. This approach makes the feedback process more enjoyable and incentivizes customers to participate.Feedback Collection and Distribution
Feedier supports multiple channels for distributing surveys, including customizable SMS, email, printable PDFs, and a configurable widget that can be embedded in a website. This flexibility ensures that feedback can be collected from various sources and centralized into one platform.Analytics and Insights
The platform provides a centralized dashboard where all feedback is stored, allowing users to monitor KPIs, view real-time insights, and access in-depth reports and powerful analytics. This helps in making data-driven decisions to improve customer satisfaction and build stronger customer relationships.User Experience
The overall user experience is enhanced by Feedier’s responsive and aesthetically pleasing design. The surveys are fully branded and customizable, ensuring they align with the user’s brand identity. The interactive feedback forms, complete with animations and conditional flows, make the process more engaging and memorable for customers.Integration and Automation
Feedier integrates well with other tools, such as Zapier, allowing for the automation of the feedback process. This automation feature streamlines the collection and analysis of feedback, making it easier to manage and act upon customer insights.Conclusion
In summary, Feedier’s user interface is user-friendly, highly customizable, and engaging, making it an effective tool for collecting and utilizing customer feedback to improve business operations. Feedier - Key Features and Functionality
Overview of Feedier
Feedier is a comprehensive customer intelligence platform that leverages AI to streamline and enhance the process of collecting, analyzing, and acting on customer feedback.Main Features and Functionalities
Centralization of Feedback Sources
Feedier centralizes 100% of data from various feedback sources, including CSV files, online reviews (e.g., Google Reviews, Trustpilot), emails, and API integrations. This consolidation allows for a unified view of customer feedback, making it easier to analyze and act upon.AI-Driven Insights
The platform uses AI to analyze thousands of customer feedback entries in real-time, identifying anomalies and providing actionable insights. This automated analysis replaces manual, time-consuming processes, enabling faster decision-making and more accurate customer satisfaction metrics.Survey Module
Feedier includes an extensive survey module that allows businesses to create and distribute surveys through multiple channels such as widgets, email, SMS, links, and QR codes. This module helps in gathering feedback even when no prior data is available.Integration with CRM Systems
Feedier integrates seamlessly with CRM systems like Salesforce and Hubspot, enriching operational customer data with CX metrics and text insights. This integration helps in accurately identifying promoters and detractors, enabling more effective marketing, sales, and customer support strategies.Automated Reporting
The platform generates automated CX reports, with over 71,896 reports created by users. These reports are intuitive and can be shared easily with operational teams, ensuring that insights are actionable and accessible.Gamification and Incentives
Feedier allows businesses to gamify the feedback process by offering rewards such as free downloads or discounts. This feature encourages customers to provide feedback and can include final call-to-actions like sharing the business on social media or signing up for an email list.Automation and Workflows
Feedier supports automation through integrations with tools like Zapier and Asana. For example, the Feedier Asana integration allows teams to assign tasks directly in Asana based on customer feedback, without needing to switch between platforms. The Zapier integration enables automated workflows, such as delaying follow-up feedback requests.Dashboards and Roles
The platform allows for the creation of customized dashboards with dedicated views and restricted access for different operational teams. This ensures that each team has the relevant insights and data they need to perform their tasks effectively.Built-in Connectors
Feedier provides built-in workflows to automate measurement, enrichment, and CRM synchronization with over 100 solutions. This facilitates smooth data flow and synchronization across various business tools.Operational Excellence
Feedier helps bridge the gap between high-level insights and operational excellence by providing actionable recommendations directly to operational teams. This enables businesses to turn detractors into promoters and drive customer-centric transformation.Conclusion
By integrating these features, Feedier enhances customer satisfaction by providing precise, real-time insights and automating the feedback analysis process, thereby giving businesses a competitive edge in delivering quality customer experiences. Feedier - Performance and Accuracy
Evaluating Feedier in Customer Service Tools
Evaluating the performance and accuracy of Feedier in the Customer Service Tools AI-driven product category involves examining several key aspects of its functionality and user feedback.
Performance
Feedier is praised for its efficient and automated processes, which are driven by Artificial Intelligence (AI). Here are some performance highlights:
- Automation and Integration: Feedier automates the collection, processing, and analysis of customer feedback from various sources, including surveys, emails, SMS, QR codes, and review platforms. It integrates seamlessly with existing business tools like Salesforce and Hubspot, ensuring a unified and centralized feedback management system.
- Real-Time Analysis: The platform provides real-time reports and insights, enabling businesses to make swift and informed decisions. This real-time strategy optimization helps in responding promptly to customer needs and market changes.
- AI-Driven Insights: Feedier leverages AI, particularly Natural Language Processing (NLP) and text analysis, to analyze unstructured data and generate actionable recommendations. This enhances the ability to close the feedback loop effectively and drive continuous improvement.
Accuracy
The accuracy of Feedier’s feedback management is supported by several features:
- Sentiment Analysis: The platform uses NLP sentiment analysis to gauge customer sentiment, identifying key issues and emotions driving customer behavior. This ensures precise and effective interventions.
- Keyword Analysis: Feedier identifies essential keywords in customer feedback, helping to understand the core issues and improve the customer experience.
- Industry-Specific Insights: The platform provides industry-specific adaptive text analysis, offering actionable recommendations that are directly applicable to the business, thus ensuring high accuracy in addressing customer needs.
Limitations and Areas for Improvement
While Feedier is highly regarded, there are a few areas where it could be improved or where users might encounter limitations:
- Cost: Feedier is positioned as a solution for mid to large enterprises and public institutions, which might make it less accessible to smaller businesses due to cost considerations.
- Complex Setup for Some Features: Although Feedier is generally intuitive, some users might find the setup for advanced features, such as the AI-driven insights and integrations, to be somewhat complex. However, the support team is often praised for their availability and assistance.
- Customization: While Feedier offers significant customization options, such as applying filters based on specific criteria, some users might find that certain aspects of the platform could be more flexible to meet highly specific business needs.
User Feedback
User testimonials highlight Feedier’s effectiveness in improving customer experience and operational efficiency. Users appreciate the platform’s ability to collect and analyze feedback efficiently, as well as the support provided by the Feedier team. For example, users have noted that Feedier has enabled them to add real value to their user-oriented approach and has been instrumental in their transformation by providing actionable insights.
In summary, Feedier performs well in automating and integrating customer feedback, providing accurate and actionable insights through AI-driven analysis. However, it may have some limitations in terms of cost and the complexity of setting up certain features, which could be areas for further improvement.
Feedier - Pricing and Plans
The Pricing Structure of Feedier
Feedier, a Customer Intelligence Platform, has a pricing structure designed to cater to various business needs, particularly for mid-sized to large enterprises. Here’s a breakdown of the different plans and their features:
Pricing Plans
Free Plan
- While the main Feedier website does not explicitly mention a free plan, other sources indicate that Feedier might offer a free trial or a limited free plan, but the details are not clear from the primary source.
Standard Plan
- This plan is priced at $49.90 per month or $548.90 per year.
- It includes basic features such as feedback collection, surveys, and some analytics capabilities.
Enterprise Plan
- This plan is priced at $139.90 per month or $1,538.90 per year.
- It offers more advanced features, including comprehensive feedback analysis, AI-driven insights, and more extensive reporting capabilities. This plan is more suited for larger enterprises with complex feedback management needs.
Custom Plan
- For businesses with specific and unique requirements, Feedier offers a custom plan. The pricing for this plan is not fixed and requires contacting the vendor for a quote.
- This plan can include additional features, higher limits on feedback collection, and customized solutions based on the business’s needs.
Key Features Across Plans
Feedback Collection
- All plans allow for feedback collection through various channels such as email, SMS, digital touchpoints, and surveys. The Enterprise and Custom plans offer more advanced features like automated survey sending and integration with other tools.
Surveys and Feedback Management
- The platform includes an interactive survey module with 16 question types and conditions. Users can manage feedback records in real-time, delete, assign, or filter feedback records.
Analytics and Reporting
- The Enterprise and Custom plans provide advanced analytics, including NPS, CSAT, CES, and custom KPI tracking. These plans also offer automated report creation and distribution to relevant stakeholders.
AI-Driven Insights
- Higher-tier plans include AI-driven text analysis to automatically identify insights from feedback signals and business data. This feature helps in automating tedious assignments and generating consultant-level reports.
Additional Features
- Features like gamified feedback gathering, three-step surveys, and the ability to engage customers one-on-one are available across the plans, enhancing the overall feedback collection experience.
Security and Support
- Feedier is ISO 27001:2022 certified and SOC2 compliant, ensuring enterprise-grade security. Technical support and a dedicated Customer Success Manager are available based on the chosen pricing plan.
Special Offers
- Occasionally, special offers like the one on AppSumo may provide lifetime access to Feedier with unique features such as unlimited carriers, feedback entries, team members, and additional integrations for a one-time payment.
In summary, Feedier’s pricing is structured to accommodate different business sizes and needs, with the Enterprise and Custom plans offering the most comprehensive set of features for advanced feedback management and analysis.
Feedier - Integration and Compatibility
Integration and Compatibility Overview
Feedier, a Customer Intelligence Platform, is designed to integrate seamlessly with a variety of tools and systems, ensuring compatibility across different platforms and devices. Here are some key points regarding its integration and compatibility:Integration Capabilities
Feedier offers a robust integration system through its “Feedier Connect” feature. This no-code integration editor allows for easy, secure, and cost-effective connections with various systems such as CRMs, ERPs, and other business applications. Feedier provides over 100 built-in connectors, enabling automation of workflows, measurement, enrichment, and CRM synchronization with solutions like Salesforce.API Access
For more advanced automation, Feedier provides an extensive set of APIs. These APIs allow teams to automate workflows, import feedback records into BI systems, and leverage CRM data. This flexibility ensures that Feedier can be integrated into existing workflows without significant technical hurdles.Specific Integrations
One notable integration is with Asana, a project management tool. The Feedier Asana integration allows users to assign tasks directly in Asana without needing to return to the Feedier dashboard. This integration ensures that team members can view all relevant response details and manage tasks efficiently.Data Import and Centralization
Feedier can import feedback signals from multiple sources, including review sites (like Google Reviews and Trustpilot), CSV files, emails, and API connections. This centralization of feedback data makes it easier to analyze and gain insights across various customer touchpoints.Compatibility Across Devices
Feedier’s platform is designed to be accessible and functional across different devices. For instance, the survey module can be shared via various channels such as widgets, email, SMS, links, and QR codes, ensuring that feedback can be collected from customers using different devices.Security and Compliance
Feedier ensures enterprise-grade security with features like ISO 27001:2022 certification, SOC2 compliance, SSO support, data anonymization, encryption, and 24/7 system monitoring. This ensures that the platform is secure and compliant with regulations such as GDPR, making it suitable for use across various organizations.Conclusion
In summary, Feedier’s integration capabilities, API access, and compatibility across different platforms and devices make it a versatile tool for managing customer feedback and intelligence. Its ability to connect with a wide range of systems and ensure secure data handling further enhances its utility in a business environment. Feedier - Customer Support and Resources
Feedier: Customer Feedback Management Platform
Feedier, a comprehensive customer feedback management platform, offers several customer support options and additional resources to ensure users can effectively manage and analyze customer feedback.
Customer Support Options
- Feedier provides a detailed Knowledge Base that includes guides for all user roles, such as admins, editors, and general users. This resource covers topics like building surveys, survey management, and analyzing feedback data.
- Users can find specific help through sections like “Admin & Editor” and “Admin only,” which cater to different levels of user access and needs.
- For direct assistance, Feedier allows users to get in contact with their support team through the knowledge base portal.
Additional Resources
- Survey Management Guides: Feedier offers extensive documentation on how to create, manage, and share surveys. This includes examples of using conditions in surveys and how to import existing feedback.
- Text Insights and Reporting: The platform provides resources on how to analyze feedback data, generate reports, and gain text insights, which are crucial for making informed decisions.
- Workflows and Integrations: Feedier supports integrations with other tools like Zapier, which allows users to automate the feedback process and connect with other platforms such as Hubspot CRM. The knowledge base includes instructions on setting up these integrations.
- Campaign Manager: Feedier’s campaign manager helps users schedule and plan email or SMS campaigns effectively, which is supported by resources on how to use this feature efficiently.
User Interface and Onboarding
- Feedier’s user interface is intuitive, making it easy for users to set up new surveys and customize branding and language for feedback requests. The platform also offers useful templates for generating ratings and questions.
By leveraging these resources, users can effectively manage customer feedback, automate processes, and gain valuable insights to improve their customer experience.
Feedier - Pros and Cons
Advantages of Feedier
Feedier offers several significant advantages in the category of AI-driven customer service tools:Comprehensive Feedback Collection
Feedier allows you to capture feedback signals from various sources, including review sites, CSV files, emails, and digital applications or websites. This 360° view of all feedback signals helps in gathering a complete picture of customer feedback.Customizable and Interactive Surveys
The platform provides an interactive survey module with over 16 question types, conditional logic, and custom branding. This makes it easier to engage customers and gather meaningful feedback. The surveys are also mobile-friendly and can be distributed through multiple channels such as email, SMS, or directly within digital applications.Advanced Analytics and AI-Driven Insights
Feedier’s AI Analyst automates the analysis of text feedback, integrating it with business data to identify pain points and provide actionable insights 24/7. This automation saves time and enhances the efficiency of feedback analysis.Automated Reporting
The platform generates consultant-level reports automatically, using AI analysis and clear visualization. These reports can be scheduled to be sent to relevant stakeholders at desired intervals, reducing manual effort.Integration and Security
Feedier integrates well with CRM systems and offers API access for seamless data exchange. It is also ISO 27001:2022 certified and SOC2 compliant, ensuring enterprise-grade security for customer data with features like SSO support, data anonymization, and encryption.Strong Customer Support
Feedier provides excellent customer service, including phone support, live support, and training. Customers can also receive assistance from a dedicated Customer Success Manager to maximize the platform’s benefits.Disadvantages of Feedier
While Feedier offers many benefits, there are some drawbacks to consider:Technical Issues
Users have reported encountering bugs and problems even after extended use, which can be frustrating and disrupt the smooth operation of the platform.Limited Functionality in Certain Areas
There are limitations in some features, such as the inability for users to reply more than once to the same form and limited functionality for posting reviews to social networks for high ratings.High Initial Costs
Although Feedier’s pricing is competitive for mid-sized to large enterprises, the variable cost based on feedback collected, analyzed, and stored can add up. This might be a challenge for smaller businesses.Dependence on AI
While AI is a strong feature, it can also be a limitation. AI systems may struggle with complex or unique queries, and there is a risk of errors and misinterpretation of customer inputs. Additionally, AI lacks the human empathy that is sometimes crucial in customer interactions.User Experience
Some users have noted that certain features, such as the survey templates, could use improvement. The platform’s responsiveness and user interface, while generally praised, may not be perfect for all users. By weighing these advantages and disadvantages, businesses can make an informed decision about whether Feedier aligns with their customer service and feedback management needs. Feedier - Comparison with Competitors
When comparing Feedier with other AI-driven customer service and feedback management tools, several key features and differences stand out.
Feedier Key Features
- Feedier offers a comprehensive Text Analysis module that uses AI to automatically identify insights from feedback signals, business data, and other sources 24/7.
- It allows for the import of feedback from multiple sources, including review sites, CSV files, emails, and API integrations.
- The platform includes an interactive survey module with 16 question types and custom branding options.
- Feedier provides real-time feedback feeds, CX dashboards to track KPIs like NPS, CSAT, and CES, and automated report creation.
- It also features AI-driven action plans and consultant-level reports without manual effort.
Alternatives and Comparisons
SurveySparrow
- SurveySparrow is a strong alternative that offers advanced security features, a ticketing system to close the feedback loop, and automated survey responses directed to specific team members.
- It has a shared inbox for real-time answers and an executive dashboard for viewing key business metrics.
- Pricing starts at $35 per month for the Essential plan.
AskNicely
- AskNicely focuses on frontline team feedback, coaching, and reporting insights. It integrates with over 40 CRM platforms and allows feedback collection via multiple channels.
- It measures the impact of customer experience on metrics like repeat purchases and average order value.
- Pricing details are available upon direct contact.
Intercom
- Intercom is known for its conversational support, targeted content, and behavior-driven messages. It offers AI-powered tools, a knowledge base, and customized conversational bots.
- The platform has advanced ticketing workflows and a reporting dashboard for deep insights.
- Pricing starts at $74 per month, with additional add-ons available.
Freshdesk
- Freshdesk is a cloud-based CX management platform that includes AI features like Freddy AI for customer self-service, auto-triage for ticket categorization, and predictive support.
- It offers strong mobile app support and affordable pricing tiers starting at $15 per agent/month.
- However, AI features may require higher-tier plans, and there are some limitations in customization and multi-language support.
SurveyLab
- SurveyLab is another alternative that focuses on custom survey creation, real-time reporting, and analytics dashboards.
- It is popular in fields like market research and UX, with pricing starting at $8 per user per month for paid plans.
Unique Features of Feedier
- Comprehensive Text Analysis: Feedier’s AI-driven text analysis stands out by automatically identifying insights from all feedback signals and business data, which is not as prominently featured in all the alternatives.
- Automated Report Creation: Feedier’s ability to automate report creation and send them to relevant stakeholders without manual effort is a significant advantage.
- 360° View of Feedback: Feedier provides a centralized view of all feedback signals, including those from multiple review sites, surveys, and other digital touchpoints, which is a key differentiator.
Potential Alternatives Based on Needs
If your primary need is advanced survey capabilities and strong security features, SurveySparrow might be a better fit. For frontline team feedback and coaching, AskNicely could be more suitable. If you are looking for a conversational support platform with AI-powered tools, Intercom is a good option. For a more traditional customer service platform with AI features, Freshdesk is worth considering.
In summary, while Feedier offers a unique set of features focused on comprehensive feedback analysis and automated reporting, the choice of alternative depends on the specific needs and priorities of your customer service and feedback management strategy.
Feedier - Frequently Asked Questions
Frequently Asked Questions about Feedier
What is Feedier and what does it do?
Feedier is a Customer Intelligence Platform that helps businesses collect, analyze, and act on customer feedback. It integrates feedback from various sources such as surveys, review sites, emails, and digital applications to provide a 360° view of customer experiences. The platform uses AI to automate text analysis, identify pain points, and generate consultant-level reports.How does Feedier collect customer feedback?
Feedier allows you to collect feedback through several channels. You can import feedback signals from review sites, CSV files from existing surveys, emails, or using the API. It also offers an interactive survey module with over 16 question types and conditions, and you can measure user feedback directly in your digital applications or websites using a Tag Manager. Additionally, you can capture feedback through email or SMS campaigns.What types of surveys and questions can I create with Feedier?
Feedier enables you to create highly customizable and engaging surveys. You can use various question types such as rating scales, yes/no questions, NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), and CES (Customer Effort Score). There are also open-ended questions to gather detailed insights. The platform provides a list of 100 engaging questions categorized by type and purpose to help you gather meaningful feedback.How does Feedier analyze and report feedback?
Feedier uses AI to automate the analysis of text feedback, integrating it with your business data to identify insights and pain points. The platform generates consultant-level reports automatically, which are ready for team and board presentations. These reports include clear visualizations and business insights. You can also automate report creation on specific segments and recurrence, and have them sent to relevant stakeholders.What kind of support does Feedier offer?
Feedier provides technical support based on the chosen pricing plan. Customers can receive assistance from a dedicated Customer Success Manager (CSM) with meetings that can be scheduled monthly or weekly. This support aims to help users maximize the platform’s benefits and ensure it meets their requirements effectively. Additionally, Feedier offers phone and live support, as well as training.Is Feedier secure and compliant with data regulations?
Yes, Feedier is ISO 27001:2022 certified and SOC2 compliant, ensuring enterprise-grade security for customer data. The platform adheres to GDPR and employs stringent coding practices, isolated environments, and comprehensive data governance to maintain data integrity and security. Features include SSO support, data anonymization, encryption, and 24/7 system monitoring.How is Feedier priced?
Feedier’s pricing is customized based on the specific needs and scale of your organization. The cost includes a base package to access the Feedier Platform and a variable cost based on the feedback collected, analyzed, and stored. There are no charges for the number of reports or users. You can request a demo or contact their sales team for a personalized quote.Can I test Feedier before committing to a purchase?
Yes, Feedier offers a Proof of Concept (POC) option that allows teams to test and assess the solution’s effectiveness and suitability for their specific needs without committing to annual contracts. This can be set up either by Feedier’s Integrations team or by your team using Feedier’s API.What integrations does Feedier support?
Feedier supports various integrations, including CRM integration, API access, and Zapier integration. This allows you to seamlessly connect Feedier with your existing systems and tools to enhance its functionality.Can I customize the appearance and branding of Feedier surveys?
Yes, Feedier allows for custom branding of surveys. You can create surveys that fit your brand’s identity, and the platform is fully responsive, ensuring surveys look great on any device. Additionally, you can use custom links and custom domains to further align the surveys with your brand.What kind of analytics and KPIs can I track with Feedier?
Feedier enables you to measure and track key CX indicators such as NPS, CSAT, CES, or any custom KPI. The platform provides intuitive dashboards where you can monitor your KPIs with real-time insights and in-depth reports.