GetFeedback - Detailed Review
Customer Service Tools
GetFeedback - Detailed Review Contents
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GetFeedback - Product Overview
GetFeedback Overview
GetFeedback is a modern survey and customer analytics platform that simplifies the process of collecting, analyzing, and acting on customer feedback. Here’s a brief overview of its primary function, target audience, and key features:Primary Function
GetFeedback is designed to help businesses capture and analyze customer feedback across various traditional and digital channels. It enables teams to quickly analyze this feedback, identify key performance metrics, and make informed decisions to improve the customer experience.Target Audience
The platform is used by both B2B and B2C companies, particularly those focused on customer experience (CX) and customer support. It is beneficial for CX professionals, customer support teams, and anyone looking to improve their website or overall customer engagement.Key Features
Survey Creation and Distribution
GetFeedback allows users to easily create online surveys with perfect branding, beautiful imagery, and even embedded video. Surveys are mobile-ready and can be shared via links, automated emails, SMS messages, or embedded in websites, email campaigns, or various platforms like Salesforce and Zendesk.Real-Time Analytics and Dashboards
The platform provides easy-to-build dashboards to track key performance metrics in real-time, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and agent performance. It helps in identifying trends in customer comments, flagging negative feedback, and taking prompt action to address issues.Advanced Targeting Options
GetFeedback offers sophisticated targeting options for web campaigns, allowing you to show surveys to specific users based on conditions such as time spent on a page, device type, and URL paths. This ensures that the right users see the survey at the right time.Integration and Automation
The platform integrates seamlessly with third-party systems like Salesforce, Zendesk, and marketing apps. It also provides tools like GetFeedback Actions to automate follow-up tasks, such as sending email notifications or creating tasks in Salesforce and Slack.Machine Learning and AI
GetFeedback leverages machine learning and AI to analyze customer data quickly, enabling businesses to make business-critical improvements to their customer experience in a short amount of time. By using GetFeedback, businesses can adapt quickly to evolving customer needs, deliver exceptional customer experiences, and maintain a competitive edge in their respective markets. GetFeedback - User Interface and Experience
User Interface Overview
The user interface of GetFeedback is highly praised for its ease of use and intuitive design, making it a user-friendly tool for creating and managing customer feedback surveys.Ease of Use
GetFeedback boasts a robust and intuitive design interface that allows users to create surveys quickly and effortlessly. The software provides a variety of customizable features, such as paths for each question and multilanguage support, which make it easy to tailor surveys to specific needs.User Interface
The interface is described as user-friendly and visually appealing. Users can create simple yet impressive feedback surveys with ease, using features like customizable templates, images, textures, and colors. This ensures that the surveys look professional, enhancing the credibility of the organization sending them.Customization
GetFeedback offers extensive customization options. Users can set up different feedback forms based on various criteria such as URL, country, or IP address. The Javascript API allows for additional actions, such as changing the position and appearance of feedback buttons or triggering feedback forms based on specific conditions.Integration and Distribution
The software integrates seamlessly with Salesforce, allowing users to track customers and pinpoint areas for improvement during the sales process. Surveys can be distributed via multiple channels, including email, SMS, website embeds, and even after chat sessions, all of which can be managed and automated with corresponding triggers.Analytics and Feedback Management
GetFeedback provides real-time customer analytics, enabling users to track key performance metrics such as NPS and agent performance. The platform allows for the examination of customer comments in real time, surfacing keywords and phrases to help identify important trends and areas that need improvement. Users can also flag negative feedback and take prompt action to address issues.Overall User Experience
The overall user experience is positive, with many reviewers appreciating the ease of creating attractive surveys and the simplicity of the integration process with Salesforce. The analytics and reporting features are also highlighted as making it easy to generate insights and make informed changes within the organization.Pricing Considerations
However, some users note that the pricing can be a bit high, particularly for small businesses and startups, though many agree that the enhanced features and capabilities justify the premium cost. GetFeedback - Key Features and Functionality
GetFeedback Overview
GetFeedback is a comprehensive customer experience survey software that integrates seamlessly with various tools, particularly Salesforce, to provide insightful and actionable feedback. Here are the main features and their functionalities:Customizable Surveys
GetFeedback allows users to create surveys using customizable templates. This feature enables businesses to tailor their surveys to fit their specific needs, although the customization options for survey designs are somewhat limited to predefined templates.Real-Time Feedback
The platform collects feedback in real-time, enabling businesses to respond promptly to customer concerns and improve customer satisfaction. This real-time feedback can be triggered based on customer behavior, such as after a purchase or interaction with a website.Multi-Channel Distribution
Surveys can be distributed across multiple channels, including web, mobile, social media, and in-store environments. This ensures that businesses can collect feedback from customers at various touchpoints, providing a comprehensive view of the customer experience.Advanced Analytics and AI-Powered Insights
GetFeedback uses AI-powered analytics to analyze customer feedback. This includes features like predictive case scoring algorithms in Salesforce, which can prioritize cases based on customer satisfaction metrics. For example, Einstein’s algorithms can push cases from high-revenue customers with low CSAT scores to the top of the queue and route them to the most suitable agents.Integration with CRM
The software integrates tightly with Salesforce, allowing businesses to connect customer feedback directly with their CRM data. This integration enhances the capabilities of Salesforce’s artificial intelligence by adding customer feedback to Case and Contact records, making case management smarter.Mobile Friendly Surveys
Surveys are optimized for mobile devices, ensuring that customers can provide feedback easily regardless of the device they use. This mobile-friendly design helps in increasing response rates.Automated Workflows
GetFeedback features automated workflows that enable customers to automatically trigger actions based on feedback. For instance, low NPS scores can be prioritized for follow-up, support tickets can be created, and data can be pushed into BI tools for analysis without disrupting the workflow.Response Notifications and Tracking
The platform provides response notifications and tracking features, allowing businesses to monitor survey responses in real-time and follow up with customers as needed.Survey Logic and Personalization
GetFeedback includes survey logic features that enable conditional questioning and survey personalization. This means surveys can adapt based on the responses provided, making the feedback collection process more relevant and efficient.NPS and CSAT Surveys
The software supports Net Promoter Score (NPS) and Customer Satisfaction (CSAT) surveys, which are crucial for measuring customer loyalty and satisfaction. These metrics can be integrated into Salesforce to enhance case management and customer service.Multi-Language Support
GetFeedback offers multi-language support, making it possible for businesses to collect feedback from a diverse customer base across different regions.Data Export and Custom Reporting
The platform allows for data export and custom reporting, enabling businesses to analyze feedback data in their preferred tools and generate reports that meet their specific needs.Survey Scheduling
Surveys can be scheduled to be sent at specific times or triggered by certain events, ensuring that feedback is collected at the most relevant moments.API Access
GetFeedback provides API access, which allows businesses to integrate the feedback collection process with other web apps and tools they use, such as Google Apps, HubSpot, and Adobe Analytics.Conclusion
These features collectively help businesses to capture, analyze, and act on customer feedback effectively, leading to improved customer satisfaction and better decision-making. GetFeedback - Performance and Accuracy
Performance Highlights
- GetFeedback is praised for its ease of use and intuitive design interface, making it simple for users to create professional-looking surveys.
- The platform offers a variety of survey types, including email, in-app, and SMS surveys, which helps in collecting feedback through multiple channels and increasing response rates.
- Its seamless integration with Salesforce is a significant strength, allowing users to pass data in both directions and trigger surveys based on customer behavior, such as when a support case is closed or a sales cycle ends.
- GetFeedback’s advanced analytics capabilities aggregate feedback data and present it in a clear and insightful manner, enabling businesses to track customer satisfaction metrics and analyze feedback trends.
Accuracy and Data Integrity
- While GetFeedback is effective in collecting and analyzing feedback, there have been reports of duplicate responses, which can compromise data integrity and require constant data cleaning.
- The platform’s ability to handle complex surveys has been questioned by some users, who find it inadequate for their needs.
Limitations and Areas for Improvement
- Despite its user-friendly interface, GetFeedback has limited customization options, particularly in terms of design and the types of questions that can be included in surveys. This restriction can be a significant drawback for businesses needing more flexibility.
- The cost of integrating GetFeedback with Salesforce, as well as its overall pricing model, is considered high by some users, which could make it unaffordable for many businesses.
- GetFeedback does not fully integrate with all applications, especially those without open APIs, which can limit its utility for companies using a diverse set of tools.
- Customer support has been a point of contention, with some users reporting subpar service, which can be frustrating when issues arise.
Additional Considerations
- According to Gartner’s 2021 Critical Capabilities Report, GetFeedback lacks tools to collect indirect and inferred data and is limited in its analysis types. It also ranks low in enabling on-site/frontline operations and complex program governance, making it less suitable for large enterprises.
In summary, while GetFeedback performs well in terms of ease of use, survey variety, and Salesforce integration, it faces challenges related to customization, data integrity, and integration with other applications. Addressing these limitations could enhance its overall performance and accuracy in the customer service tools category.
GetFeedback - Pricing and Plans
GetFeedback Pricing Overview
GetFeedback offers a structured pricing model with several plans to cater to different needs and budgets, particularly in the customer service and feedback collection domain.Plans and Pricing
Essentials Plan
- This plan is ideal for those looking to start collecting customer feedback.
- Key features include:
- Collecting feedback via email and website
- Integration with Salesforce
- Access to survey templates for NPS®, CSAT, CES, and more.
- The Essentials plan is not explicitly priced in the sources, but it is part of the tiered structure.
Pro Plan
- This plan is suited for those who want to automate and scale their feedback programs.
- Features include:
- Automation of feedback actions
- Gathering direct feedback via SMS and chat
- Custom branding with logos and colors
- Use of the automations manager and webhooks.
- The Pro plan starts at $50 per month for 1 user account and includes up to 1,000 responses per month.
Team Plan
- This plan is designed for teams and larger organizations.
- Features include:
- All features from the Professional (Pro) plan
- Support for 5 user accounts
- Increased response limits (more than 1,000 responses per month)
- Team collaboration tools.
- The Team plan costs $200 per month.
Ultimate Plan
- Although not detailed in terms of pricing, the Ultimate plan is mentioned as the best choice for businesses that prioritize customer experience and need advanced reporting and analytics.
- Features include advanced reporting and analytics to optimize CX across all customer journeys.
Free Options
There is no free plan available for GetFeedback, but a free trial is offered to allow users to test the features before committing to a paid plan.
Key Features Across Plans
- Customizable Surveys: Available across all plans.
- Multi-Channel Distribution: Includes email, website, SMS, and chat.
- Survey Templates: For NPS®, CSAT, CES, and more.
- Advanced Analytics: More comprehensive in higher-tier plans.
- Integration with CRM: Specifically with Salesforce.
- Automated Workflows: Available in the Pro and higher plans.
- Response Notifications: Included in the Pro and higher plans.
By choosing the appropriate plan, users can leverage GetFeedback’s features to effectively collect, analyze, and act on customer feedback.
GetFeedback - Integration and Compatibility
GetFeedback Overview
GetFeedback is a customer experience management tool that stands out for its seamless integrations with various platforms and tools, particularly those within the Salesforce ecosystem.Integration with Salesforce
One of the most significant integrations of GetFeedback is with Salesforce. This integration allows businesses to collect feedback data and link it directly to their Salesforce CRM, enabling support teams to analyze customer segments, resolve issues, and improve customer experiences. This integration is particularly beneficial for B2C brands, as it facilitates the collection and analysis of feedback across multiple digital channels.Other Integrations
Beyond Salesforce, GetFeedback integrates with a wide range of other tools and services. Here are some notable examples:Google Analytics
GetFeedback can push custom events to Google Analytics, allowing businesses to include feedback data in their custom reports and dashboard widgets.Slack
Businesses can set up Slack notifications to alert the right individuals and teams about time-sensitive feedback, ensuring prompt follow-up actions.Zendesk
Feedback collected through GetFeedback can be automatically sent to Zendesk, integrating customer support processes seamlessly.Jira
Bug reports from GetFeedback can be pushed to Jira, keeping all bug reports in one place and facilitating easier issue tracking.HubSpot and Google Apps
GetFeedback can integrate with these platforms to upload and process feedback items automatically, enhancing the overall customer feedback management.Adobe Analytics
Feedback responses and survey events can be measured and integrated into Adobe Analytics, providing a comprehensive view of customer interactions.Cross-Platform Compatibility
GetFeedback is designed to be versatile and compatible across various devices and platforms:Website and App Surveys
Businesses can deploy surveys on their websites and mobile apps using a simple JavaScript or a mobile SDK. This allows for feedback collection without requiring users to leave the app or website, enhancing the digital experience.Multi-Channel Feedback
GetFeedback supports collecting feedback across multiple digital channels, ensuring that businesses can gather insights from various customer interactions.Automation and Workflow
The platform also supports automation and workflow integration through tools like the Tray Platform. This allows businesses to build multi-step workflows, sync data bi-directionally with any source, and automate feedback responses across different applications. This automation helps in increasing customer satisfaction and preventing customer churn.Conclusion
In summary, GetFeedback’s integration capabilities are extensive, particularly with Salesforce, and it offers compatibility across a range of tools and platforms, making it a valuable asset for businesses looking to enhance their customer experience management. GetFeedback - Customer Support and Resources
GetFeedback Customer Support Options
GetFeedback offers a comprehensive set of customer support options and additional resources, particularly in the context of its AI-driven customer service tools.Customer Support Channels
GetFeedback provides multiple channels for customers to give feedback and resolve support issues. These include:- Chat support: Allowing customers to quickly address their concerns in real-time.
- Email support: For customers who prefer to communicate via email.
- In-app, website, and mobile support: Ensuring that customers can provide feedback and get help through various platforms.
Automated Feedback Loops
The platform automates feedback loops to improve support productivity. This includes setting up workflows and automated alerts for ticket support, ensuring high-value customers are escalated directly to the right team for immediate resolution.Help Center Optimization
GetFeedback helps in optimizing Help Center articles by allowing customers to specify which sections of the articles are not answering their needs. This feedback enables the support team to prioritize and improve the knowledge base, reducing the number of support tickets that could be self-served.Integration with Other Tools
GetFeedback integrates seamlessly with various web apps such as Salesforce, Google Apps, HubSpot, Zendesk, and Jira. These integrations enable the automatic upload and processing of feedback in other web apps, enhancing the efficiency of customer support. For example, feedback can be sent directly to Zendesk or pushed to Jira for bug reports.Custom Dashboards and Collaboration
The platform allows for the creation of custom dashboards to socialize insights and drive internal collaboration. This visibility and accountability across teams help in identifying areas of support that require improvements and in driving better customer experience and loyalty through automated CSAT and CES surveys.Real-Time Feedback and Analysis
GetFeedback enables real-time feedback collection and analysis. It can trigger surveys based on user behavior, such as mouse tracking, and pair feedback items with session replays to deeply understand the user journey. This combination of qualitative and quantitative insights helps in optimizing the digital experience.Implementation and Troubleshooting Resources
For implementing GetFeedback on websites, the platform provides detailed guides and troubleshooting resources. Users can install feedback buttons using tag management systems or directly on their site. The guides cover web campaign setup, data layer integration, and common issues that might arise during implementation.Educational Resources
GetFeedback offers educational resources, such as custom lesson plans based on the user’s level of CSAT expertise. These resources are designed to help teams improve their customer satisfaction skills and make the most out of the platform. By leveraging these features, GetFeedback ensures that customers receive timely and effective support while also providing the necessary tools and resources for businesses to enhance their customer service operations. GetFeedback - Pros and Cons
Pros of GetFeedback
GetFeedback offers several significant advantages that make it a valuable tool in the customer service and feedback collection sector:User-Friendly Interface
GetFeedback is praised for its intuitive and easy-to-use design interface, which allows users to create simple yet professional-looking feedback surveys without requiring technical expertise.Customizable Features
The platform provides numerous customizable features, including customized paths for each question, multilanguage support, and various question types beyond the basic 1 through 10 scale. This flexibility helps in gathering detailed and relevant feedback.Seamless Salesforce Integration
GetFeedback integrates smoothly with Salesforce, enabling users to track customers, automate processes, and push collected data directly into Salesforce. This integration is particularly beneficial for businesses already using Salesforce.Professional Appearance
Surveys created with GetFeedback have a professional appearance, which enhances the credibility of the organization sending them. This is crucial for maintaining a positive image and ensuring respondents take the surveys seriously.Multiple Feedback Channels
GetFeedback allows collecting feedback across multiple channels, including email, text, website, mobile, and social media. This versatility ensures that feedback can be gathered from various sources and at different touchpoints.Advanced Analytics
The platform offers intuitive analytics and reporting features, making it easy to analyze and share the summary of responses. This helps in making data-driven decisions based on the feedback received.Cons of GetFeedback
Despite its many advantages, GetFeedback also has some notable drawbacks:High Cost
One of the major cons is the high cost associated with using GetFeedback, particularly for the Salesforce integration. This can be a significant deterrent for small businesses and startups.Limited Customization Options
Users have reported that while the interface is user-friendly, the customization options, especially in terms of design and question types, are limited. Users are often restricted to predefined options, which can be restrictive.Limited Integration with Other Applications
While GetFeedback integrates well with Salesforce, it does not fully integrate with some other applications, particularly those without open APIs. This can limit its usefulness for businesses using a variety of software tools.Subpar Customer Support
Some users have experienced subpar customer support, which can be frustrating when issues arise. This is a critical area where GetFeedback needs improvement.Reporting and Visualization Limitations
There are also reports of limited reporting and visualization capabilities, making it difficult to aggregate and analyze data effectively. This can hinder the ability to derive meaningful insights from the collected feedback. In summary, while GetFeedback offers a range of powerful features and ease of use, its high cost, limited customization options, and integration issues with other applications are significant considerations for potential users. GetFeedback - Comparison with Competitors
When comparing GetFeedback to other AI-driven customer service tools, several key features and differences stand out:
Integration and Focus
GetFeedback is uniquely positioned for businesses that use Salesforce, as it integrates seamlessly with the Salesforce CRM to collect and analyze customer feedback across multiple digital channels. This integration allows for a unified view of customer data and helps support teams to understand customer segments better and take action to improve customer experiences.User Interface and Ease of Use
GetFeedback is praised for its intuitive user interface and ease of use. Users can quickly create and deploy surveys, and the platform offers versatile customization options and built-in analytics. This makes it highly accessible for teams to gather and act on customer feedback without extensive technical expertise.Automation and Analytics
GetFeedback introduces automation features that enable customers to trigger actions and push feedback into critical workplace platforms like Slack, allowing teams to take timely action on customer feedback. It also leverages AI-powered analytics to uncover impactful insights quickly.Alternatives and Comparisons
Qualtrics
Qualtrics is a close competitor to GetFeedback, offering advanced analytics features such as predictive intelligence and gap analysis. However, Qualtrics can be overwhelming for new users due to its wide array of features. Unlike GetFeedback, Qualtrics is not specifically tailored for Salesforce users.Forethought AI
Forethought AI focuses on automating and optimizing customer support ticketing processes using advanced AI and machine learning. It categorizes and routes tickets intelligently and provides automated responses to common issues, which is different from GetFeedback’s survey-focused approach. Forethought AI is more suited for mid-sized to large enterprises looking to streamline their ticketing processes.Yellow.ai
Yellow.ai offers an omnichannel conversational AI platform that supports both text and voice interactions across various channels, including social media, messaging apps, and email. This platform is more geared towards large enterprises and multinational corporations needing a scalable, omnichannel solution, unlike GetFeedback’s Salesforce-centric approach.Sprinklr AI
Sprinklr AI provides an all-in-one customer service platform that manages large-scale customer interactions across multiple channels. It includes AI-driven sentiment analysis, automated ticket routing, and powerful analytics. While it offers a comprehensive solution, it is more suited for enterprises managing customer experience at scale, which might be beyond the scope of what GetFeedback is designed for.Tidio
Tidio is an AI-powered chatbot and live chat platform that integrates with websites, eCommerce platforms, and social media. It is designed for small to medium-sized eCommerce businesses looking to boost customer engagement and streamline support operations. Tidio’s focus on chatbot and live chat integration differs from GetFeedback’s survey and feedback analysis capabilities.Zendesk AI
Zendesk AI is a scalable, omnichannel AI customer service platform with strong automation capabilities. It uses machine learning to analyze support tickets, automate responses, and optimize ticket routing. While Zendesk AI offers a comprehensive solution similar to Sprinklr AI, it is more focused on ticket management and automation, which is distinct from GetFeedback’s feedback collection and analysis.Conclusion
In summary, GetFeedback stands out for its seamless integration with Salesforce and its ease of use in collecting and analyzing customer feedback. However, if your needs extend beyond Salesforce or require more comprehensive omnichannel support, automation, or advanced analytics, alternatives like Qualtrics, Forethought AI, Yellow.ai, Sprinklr AI, Tidio, or Zendesk AI might be more suitable. GetFeedback - Frequently Asked Questions
Frequently Asked Questions about GetFeedback
How much does GetFeedback cost?
GetFeedback offers different pricing plans. The starting price is $50 per month for the Professional plan, which includes features like a web-based survey builder, customizable survey templates, and advanced reporting. The Team plan costs $200 per month and includes additional features such as team collaboration and more user accounts. It’s also worth noting that GetFeedback provides a free trial for users to test the service.
What are the key features of GetFeedback?
GetFeedback is packed with several powerful features, including customizable surveys, real-time feedback, multi-channel distribution, survey templates, branding options, advanced analytics, integration with CRM (particularly Salesforce), mobile-friendly surveys, automated workflows, response notifications, survey logic, NPS and CSAT surveys, multi-language support, data export, survey scheduling, response tracking, and custom reporting.
Does GetFeedback offer a free trial?
Yes, GetFeedback provides a free trial for users. You can try their Essentials plan for free via a 14-day trial. This allows you to test the features and see if the service meets your needs before committing to a paid plan.
How does GetFeedback integrate with other systems?
GetFeedback integrates seamlessly with Salesforce, which is particularly beneficial for users already within the Salesforce ecosystem. This integration helps in gaining customer experience (CX) insights and closing the loop faster based on CX data, such as CSAT scores.
What types of businesses does GetFeedback serve?
GetFeedback serves a wide range of businesses, including startups, enterprises, small and medium-sized businesses (SMBs), and freelancers. It is versatile and can be adapted to various business needs.
What kind of customer support does GetFeedback offer?
GetFeedback provides several types of customer support, including phone support, live support, and training. This ensures that users can get help whenever they need it.
Can I use GetFeedback on different devices and platforms?
Yes, GetFeedback supports a variety of platforms, including Android and iOS devices. This makes it easy to share and manage surveys across different devices.
How is GetFeedback commonly used?
GetFeedback is commonly used for collecting customer feedback, measuring Net Promoter Score (NPS), and assessing customer satisfaction (CSAT). It helps businesses make better decisions by providing fast and meaningful insights from customer data.
What are the primary competitors of GetFeedback?
The primary competitors of GetFeedback include YouGov, Glint, and Q-Fi Surveys. Each of these competitors offers similar features and benefits, so it’s important to compare them to find the best fit for your business needs.
Does GetFeedback support multiple languages?
Yes, GetFeedback offers multi-language support, which allows you to create and distribute surveys in various languages. This is particularly useful for businesses operating in multiple regions or serving a diverse customer base.
Can I customize the surveys and reports in GetFeedback?
Yes, GetFeedback allows for extensive customization of surveys and reports. You can use survey templates, apply branding options, and create custom reports to fit your specific needs. Additionally, features like survey logic and question piping help in creating more targeted and effective surveys.