Retently - Detailed Review

Retently Overview

Retently is a comprehensive customer satisfaction survey platform that offers a range of features to help businesses collect, analyze, and act on customer feedback. Here are the main features and how they work:

Campaign Management

Retently allows you to set up various types of survey campaigns, including one-time, recurring, regular, and transactional campaigns. These campaigns can be customized to target specific customer segments based on criteria such as revenue, geography, lifecycle, and more. Each campaign can have its own survey template, audience filters, and scheduling options, enabling you to send surveys automatically according to your chosen schedule.

Survey Customization and Personalization

You can create, clone, or adjust existing survey templates for each campaign. Retently also allows the use of merge fields in the survey subject lines and content to personalize the surveys, which can significantly increase open and response rates. These merge fields can include customer attributes like first name, company name, or more complex data imported from CSV files or integrations.

Survey Queue Management

The Queue page in Retently lists all email surveys triggered by specific events but not yet sent due to pre-set delays. This feature allows you to view, filter, and manage upcoming surveys, giving you the option to send them ahead of schedule or cancel them without altering individual campaign settings.

Feedback Management

Retently offers advanced feedback management capabilities, including collaboration, visualization, segmentation, and analysis of customer feedback. The platform integrates with Slack, allowing teams to receive, track, and respond to customer feedback in real-time. You can mark specific feedback and assign it to team members for follow-up, enhancing collaboration and customer experience.

Automated Email Cleanup

Before sending surveys, Retently’s built-in email cleaning feature checks the deliverability of recipients’ emails, reducing bounce rates and ensuring more relevant feedback. This feature helps in maintaining a higher campaign response rate.

Antivirus Detection

To ensure data accuracy, Retently has an algorithm that blocks scores submitted by antivirus systems, preventing random scores from affecting your data. The system also monitors antivirus-like patterns and logs them.

Data Retention

Retently does not have data retention limits, meaning you can access historical customer feedback, NPS scores, and compare trends and progress without worrying about data becoming unavailable over time.

Automation Playbooks

Using Zapier integration and webhooks, Retently allows you to automate various processes based on the “if this, then that” principle. You can connect Retently to over 10,000 services and apps, automate survey sending, export feedback, and manage team tasks. This integration enables a wide range of automation scenarios, such as triggering NPS/CSAT surveys after customer interactions and syncing customer data.

AI-Driven Analytics

Retently features AI-powered analytics for text feedback, automatically detecting and classifying topics and performing sentiment analysis. This helps in providing an insightful overview of the feedback received, enabling more targeted and effective responses to customer needs.

Integration with AI Tools

Retently integrates with various AI tools, such as Kimiya AI, AI by Zapier, and others, to enhance customer service. For example, you can trigger NPS/CSAT surveys after customer service interactions, sync customer interaction data, and use feedback scores to refine AI responses and engagement strategies. These integrations allow for automated workflows, personalized follow-up actions, and advanced analysis of survey responses.

Custom Data Properties and Segmentation

Retently supports custom data properties, allowing you to segment feedback based on various customer attributes. You can import customer data from CSV files or other integrations and create custom properties to better manage and analyze your feedback.

User Interface and Visualization

The Retently UI is designed to be clean and professional, making it easy to track NPS scores, response rates, and other metrics. You can visualize your NPS score over different date ranges and see clear representations of Promoters, Passives, and Detractors. Customizing responses, exporting data, and setting up integrations are all easily accessible from the main UI.

These features collectively help businesses to effectively collect, analyze, and act on customer feedback, driving improvements in customer experience and retention.