Feedbackly - Detailed Review
Sales Tools
Feedbackly - Detailed Review Contents
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Feedbackly - Product Overview
Feedbackly Overview
Feedbackly is a comprehensive customer experience management platform that plays a crucial role in the Sales Tools AI-driven product category. Here’s a brief overview of its primary function, target audience, and key features:
Primary Function
Feedbackly is designed to optimize emotional value and boost sales and customer satisfaction by collecting, analyzing, and acting on customer feedback in real-time. It integrates with various tools to provide a holistic view of customer experiences, enabling businesses to make data-driven decisions.
Target Audience
Feedbackly serves a wide range of businesses, including startups, small to medium-sized businesses (SMBs), mid-market companies, and enterprises. This versatility makes it a valuable tool for any organization looking to enhance customer experience and drive sales.
Key Features
- Real-Time Feedback: Collects and analyzes feedback in real-time, allowing for immediate action.
- Customizable Surveys: Offers the ability to create customized surveys or use ready-made templates to gather feedback through multiple channels.
- Advanced Analytics: Includes AI-powered contextual text analytics, such as contextual sentiment and category analytics, to provide deeper insights into customer feedback.
- Multi-Channel Feedback Collection: Allows feedback collection through various channels, ensuring comprehensive data gathering.
- Employee Engagement Tracking: Monitors employee engagement to align internal efforts with customer satisfaction goals.
- Automated Reports and Notifications: Generates automated reports and sends notifications to ensure timely action on feedback.
- Sentiment Analysis: Automatically identifies the sentiment behind open feedback, integrating with key performance indicators like EVI and NPS.
- Integration With HR Systems: Seamlessly integrates with HR systems to enhance overall organizational performance.
- Mobile Accessibility: Ensures feedback collection and analysis can be accessed and managed via mobile devices.
- Actionable Insights: Provides insights that help identify problem areas and opportunities, enabling smarter decision-making.
- Feedback Templates and Scheduling: Offers pre-built feedback templates and the ability to schedule surveys, streamlining the feedback process.
By leveraging these features, Feedbackly helps businesses create a more satisfying customer experience, drive sales, and foster long-term customer loyalty.
Feedbackly - User Interface and Experience
User Interface of Feedbackly
The user interface of Feedbackly, particularly in its Sales Tools and AI-driven product category, is designed with a focus on ease of use and a seamless user experience.
Ease of Use
Feedbackly is praised for its user-friendly interface. Users find it easy to create surveys, polls, and questionnaires, often completing this process in under half an hour.
- The platform offers an intuitive and modern interface, especially on the iPad app, where users can customize the look and feel with color themes and add their company logos.
- The survey creation process is straightforward, allowing users to quickly set up and deploy surveys through various channels such as web pages, email, SMS, and more.
User Experience
The overall user experience is positive, with several key features enhancing engagement and usability:
- Customizable Surveys: Users can create highly customizable surveys that react to each customer response based on satisfaction levels. This flexibility allows for targeted and relevant feedback collection.
- Advanced Analytics: Feedbackly provides an advanced analytics dashboard that presents data in easy-to-understand lists, tables, and graphs. Users can export data in PDF, XLSX, or CSV formats, making it simple to analyze and visualize customer feedback.
- AI-Powered Insights: With Feedbackly IQ, the platform offers AI-powered contextual text analytics, including sentiment analysis, category analytics, and feedback translation. These features help users quickly identify key areas of concern or opportunity and make data-driven decisions.
- Feedback Management: The Feedback Inbox feature allows users to manage customer feedback efficiently, sending immediate responses via email or SMS and auto-assigning feedback to specific organization users.
Cross-Device Compatibility
While Feedbackly is highly functional on iPads and web platforms, there are some limitations noted by users:
- The platform is not fully mobile and tablet-friendly, with some users experiencing formatting issues when viewing surveys on mobile devices.
- Integration with desktop and mobile applications can be a bit cumbersome, though the platform is working to improve this aspect.
Additional Features
Feedbackly also includes features like automatic notifications, offline survey collection, and the ability to collect feedback through multiple channels. These features enhance the overall user experience by ensuring that no customer issues are overlooked and that feedback is collected and analyzed efficiently.
Conclusion
In summary, Feedbackly’s user interface is designed to be easy to use, highly customizable, and rich in analytical features, making it a valuable tool for collecting and analyzing customer feedback. However, there are some areas, such as mobile compatibility and integration, that are being improved.
Feedbackly - Key Features and Functionality
Feedbackly Overview
Feedbackly is a comprehensive customer experience management platform that leverages AI to enhance its functionality, particularly in the sales tools category. Here are the main features and how they work, along with the benefits of each:Customizable Surveys and Feedback Collection
Feedbackly allows you to create customizable surveys using ready-made templates or from scratch. These surveys can be published across multiple sales and communication channels, enabling multi-channel feedback collection. This feature ensures that you can gather feedback from various touchpoints in the customer journey, providing a holistic view of customer experiences.Advanced Analytics and Data Analysis
The platform offers advanced analytics tools, including real-time data analysis and reporting. This allows you to analyze feedback responses in real-time, using industry-leading dashboards and specialized analytics tools. The analytics help in identifying trends, problem areas, and opportunities for improvement, enabling prompt and informed decision-making.AI-Powered Contextual Text Analytics (Feedbackly IQ)
Feedbackly IQ is an AI-driven component that significantly enhances the analysis of open-ended feedback. It includes:Contextual Sentiment Analytics
Automatically identifies the sentiment behind customer feedback, providing insights into customer emotions and aligning with key performance indicators like EVI and NPS.Contextual Category Analytics
Categorizes feedback into relevant topics, streamlining the analysis process and helping to quickly identify key areas of concern or opportunity.Contextual Feedback Translation
Translates feedback from global customers in real-time, ensuring no valuable context is lost in translation.Real-Time Monitoring and Sentiment Analysis
Feedbackly’s AI capabilities enable real-time monitoring of customer feedback. This feature allows for instant analysis of feedback as it comes in, enabling prompt responses. Sentiment analysis helps in understanding the tone of customer feedback, whether it is positive, neutral, or negative, which aids in addressing customer concerns effectively.Categorization and Feedback Management
The AI-powered system categorizes feedback into specific themes, such as product quality or customer service issues. This organized approach makes it easier to focus on particular areas that need improvement. Automated notifications can be set up to alert you when problems need to be fixed or when there are opportunities to upsell.Integration with CRM and eCommerce Platforms
Feedbackly offers hundreds of API integrations to connect with your CRM or eCommerce platforms. This integration allows customer feedback data to be seamlessly integrated into your existing systems, making it easier to put the feedback to work automatically.Automated Reports and Actionable Insights
The platform generates automated reports and provides actionable insights. These insights help in identifying problem areas quickly, prioritizing actions with confidence, and spotting opportunities such as recognizing at-risk customers and identifying upsell potential more effectively.Employee Engagement Tracking and Performance Reviews
Feedbackly also includes features for tracking employee engagement and conducting performance reviews. This helps in aligning employee performance with customer feedback, ensuring that the entire team is focused on improving customer satisfaction.Multi-Language and Mobile Accessibility
The platform supports multi-language feedback collection and offers mobile accessibility, ensuring that feedback can be collected and analyzed from a diverse and global customer base, regardless of the device used.Conclusion
In summary, Feedbackly’s integration of AI enhances its ability to collect, analyze, and act on customer feedback efficiently. It automates many processes, provides accurate and timely insights, and helps businesses make data-driven decisions to improve customer satisfaction and drive sales. Feedbackly - Performance and Accuracy
Performance
Feedbackly is an all-in-one Customer Experience (CX) tool that excels in turning feedback into sales throughout the entire customer journey. Here are some of its performance highlights:Customizable Surveys
Feedbackly allows you to create and publish customizable surveys across various sales and communication channels, which helps in gathering comprehensive feedback from customers.Multi-Channel Feedback
The tool captures user feedback across multiple touchpoints, enabling businesses to track customer satisfaction from start to finish. This multi-channel approach ensures that feedback is collected consistently and accurately.Advanced Analytics
Feedbackly provides an industry-leading dashboard and specialized analytics tools to analyze feedback responses. This helps in identifying key performance areas and emotions that drive sales, offering actionable insights.Accuracy
Feedbackly’s accuracy is enhanced by several features:Objective Feedback Analysis
While Feedbackly itself does not use AI for performance reviews like some other tools, its analytics tools ensure that feedback is analyzed objectively, highlighting trends and key areas for improvement.Emotional Experience Measurement
The tool measures emotional experiences, which is crucial for understanding customer satisfaction and loyalty. This measurement helps in identifying specific emotions that influence sales, providing accurate insights into customer behavior.Limitations and Areas for Improvement
While Feedbackly is a powerful tool, there are a few areas where it could be improved:Pricing Transparency
Feedbackly’s pricing is available upon request, which might make it difficult for potential users to compare costs without direct inquiry. Having transparent pricing could make the tool more appealing to businesses looking for clear budgeting.Integration with AI for Performance Reviews
Unlike some other tools that use AI for performance reviews, Feedbackly does not explicitly mention AI-driven performance review capabilities. Integrating AI could enhance the tool’s ability to generate objective, thorough feedback and customized growth plans.User Interface and Onboarding
While Feedbackly offers a range of features, the complexity of setting up and using these features might be a barrier for some users. Simplifying the user interface and onboarding process could improve user engagement and adoption.Engagement
Feedbackly engages users through its comprehensive feedback management system:Customer Journey Mapping
The tool provides detailed customer journey mapping, which helps businesses visualize and improve the customer experience at every touchpoint.Continuous Feedback Loop
By allowing feedback collection across multiple channels and providing in-depth analytics, Feedbackly ensures a continuous feedback loop that helps businesses stay connected with their customers and make data-driven decisions. In summary, Feedbackly performs well in collecting and analyzing customer feedback, providing valuable insights into customer satisfaction and emotional experiences. However, it could benefit from more transparent pricing and potentially integrating AI for more advanced performance review capabilities. Feedbackly - Pricing and Plans
Feedbackly Pricing Plans
Feedbackly offers a structured pricing plan with several tiers, each designed to cater to different business needs and scales. Here’s a breakdown of their pricing structure and the features included in each plan:
Single Plan
- Monthly Price: €199 (billed monthly) or €199 (billed annually).
- Features:
- Unlimited touchpoints
- 1 user
- Collect feedback through various channels (emails, texting, website widgets, surveys, QR codes)
- Analyze feedback with industry-leading analytics
- Take action based on feedback
- Support and administration & security features
- 5,000 responses per year.
Pro Plan
- Monthly Price: €399 (billed monthly) or €399 (billed annually).
- Features:
- Unlimited touchpoints
- Unlimited users
- Collect feedback through various channels
- Analyze feedback with industry-leading analytics
- Take action based on feedback
- Support and administration & security features
- 20,000 responses per year.
Custom Plan
- Pricing: Custom, billed monthly or annually.
- Features:
- Unlimited touchpoints
- Unlimited users
- Collect feedback through various channels
- Analyze feedback with industry-leading analytics
- Take action based on feedback
- Support and administration & security features
- Unlimited responses.
Additional Features
- Integration: Feedbackly integrates seamlessly with major platforms such as WordPress, Wix, Weebly, Shopify, and HubSpot.
- Languages: Available in English, Finnish, and Spanish.
- SMS Sending: SMS sending is an additional paid feature.
Free Trial
- Feedbackly offers a 14-day free trial, allowing you to test the features before committing to a plan.
Special Offers
- There are occasional special offers, such as a year of Feedbackly access for $99 (a $1,200 value) or a lifetime subscription for $249, but these prices are subject to change and may not always be available.
This structure allows businesses to choose a plan that fits their specific needs and scale, from small businesses to larger enterprises requiring more extensive features and user access.
Feedbackly - Integration and Compatibility
Feedbackly Overview
Feedbackly, a comprehensive customer experience management platform, is designed to integrate seamlessly with a variety of tools and systems, enhancing its compatibility and utility across different platforms and devices.Integrations
Feedbackly offers a wide range of integrations to connect with the tools you are already using. Here are some key integrations:CRM Systems
CRM Systems: Feedbackly integrates with CRM platforms like HubSpot CRM, Salesforce, and others to streamline customer feedback data into your existing customer relationship management workflows.eCommerce Platforms
eCommerce Platforms: It integrates with eCommerce platforms such as Shopify, Adobe Commerce, and others, allowing you to collect and analyze customer feedback directly from your sales channels.Marketing Tools
Marketing Tools: Integrations with marketing tools like Mailchimp and HubSpot Marketing Hub enable you to incorporate feedback into your marketing strategies.Website and Content Management
Website and Content Management: Feedbackly can be integrated with WordPress and other content management systems to collect feedback directly from your website.Customer Support Tools
Customer Support Tools: It can be integrated with Intercom, allowing you to send surveys through chat services to gather feedback on support and other services.API Integrations
Feedbackly provides an API that allows for custom integrations with other applications, ensuring that you can connect it with virtually any tool in your workflow.Multi-Channel Feedback Collection
Feedbackly supports multi-channel feedback collection, enabling you to gather feedback through various channels such as email, SMS, and website intercepts. This ensures that you can reach your customers wherever they are most active.Mobile Accessibility
The platform is mobile-friendly, allowing customers to provide feedback on their mobile devices. This feature is crucial for collecting feedback on the go and ensuring that your surveys are accessible across different devices.Compatibility
Feedbackly is compatible with multiple operating systems and devices, including web, Android, and iPhone platforms. This broad compatibility ensures that both you and your customers can use the platform without any technical hurdles.Language Support
Feedbackly supports multiple languages, including English, Finnish, and Spanish, making it a versatile tool for businesses operating in different regions.Conclusion
In summary, Feedbackly’s extensive integration capabilities, API availability, multi-channel feedback collection, mobile accessibility, and language support make it a highly compatible and versatile tool for managing customer feedback across various platforms and devices. Feedbackly - Customer Support and Resources
Customer Support
- Users can contact Feedbackly’s customer support team directly via email at
support@feedbackly.comfor any queries or issues they may have. - The support team is available to help with a variety of topics, including technical issues, account management, and using the platform’s features.
User Management and Access
- Administrators can manage user rights and access within the organisation. This includes adding users, changing login credentials, and assigning channel groups to users. These settings can be managed through the Organisation tab in the Feedbackly dashboard.
Documentation and Guides
- Feedbackly provides an extensive help center with detailed guides and FAQs. This includes instructions on how to create and manage surveys, set up different channels (such as email, SMS, QR code, and website plugins), and troubleshoot common issues with the iPad app.
- The help center also covers advanced features like creating notification rules, assigning notifications to user groups, and activating automated weekly reporting.
Analytics and Data Management
- Users have access to detailed analytics and data management tools. This includes viewing and exporting feedback results from various tabs (Summary, Results, and Feedback List), and using filters to select specific channels or time spans.
Webinars and Video Tutorials
- Feedbackly offers video tutorials and webinars to help users get familiar with the platform. These resources cover topics such as introducing the Feedback kiosk, the Feedbackly Dashboard UI, and general usage of the platform.
Integration and Compatibility
- Feedbackly integrates with various popular platforms like WordPress, Wix, Weebly, Shopify, and HubSpot through its API and website script. This allows users to seamlessly incorporate feedback collection into their existing systems.
Additional Resources
- For users looking to enhance their customer experience skills, Feedbackly provides access to CX online courses worth $599 through the CX Academy, included with certain packages.
By leveraging these support options and resources, users can effectively utilize Feedbackly to collect, analyze, and act on customer feedback, ultimately improving customer satisfaction and business outcomes.
Feedbackly - Pros and Cons
Advantages of Feedbackly
Feedbackly offers several significant advantages that make it a valuable tool in the sales and customer experience management sector:Customizable and Multichannel Surveys
Feedbackly allows you to create customizable survey forms and publish them simultaneously on various sales and communication channels, including online, in-store, email, SMS, QR codes, and URL links. This flexibility ensures you can collect feedback from multiple touchpoints.Advanced Analytics and Insights
The platform features industry-leading dashboard and customer journey specialized analytics tools. It also includes AI-powered contextual text analytics through Feedbackly IQ, which provides intelligent insights into customer sentiment, categorizes feedback into relevant topics, and translates feedback in real-time. This helps in identifying problem areas quickly and making data-driven decisions.Automated Notifications and Actions
Feedbackly enables you to set up automated notifications triggered by custom rules, allowing you to take immediate action on feedback. This feature helps in addressing customer issues promptly and identifying upsell opportunities.Integration and Compatibility
The tool integrates seamlessly with popular platforms such as WordPress, Mailchimp, Shopify, HubSpot, and Salesforce, making it easy to incorporate into your existing workflow.Emotional Experience Measurement
Feedbackly is a Customer Experience Management (CXM) provider that measures Emotional Experience, showing which emotions drive sales. This helps in understanding customer emotions and improving overall customer satisfaction.Training and Support
Users have access to comprehensive support options including chat, phone support, knowledge base, FAQs/forum, and email/help desk. Additionally, Feedbackly offers CX online courses worth $599 for free to help users get the best results.Disadvantages of Feedbackly
While Feedbackly offers many benefits, there are some limitations and areas for improvement:Pricing Transparency
Feedbackly’s pricing details are not publicly available and must be requested, which can make it difficult for potential users to compare costs without direct inquiry.Feature Gaps
Some users have noted that Feedbackly lacks a few features that would make it even more comprehensive. For example, it may not have all the advanced features available in other similar tools.Additional Costs for Certain Features
Features like SMS sending are available but come at an additional cost, which might add up depending on the usage.Limited Information on Free Version Capabilities
While a free version is available, there is limited information on what features are included in this version, which could make it hard for users to determine its usefulness without further investigation. Overall, Feedbackly is a powerful tool for collecting, analyzing, and acting on customer feedback, but it may require some additional inquiries to fully understand its pricing and feature set. Feedbackly - Comparison with Competitors
When Comparing Feedbackly to Other AI-Driven Sales and Customer Experience Tools
Several key points and alternatives stand out:Feedbackly Key Features
Feedbackly is an all-in-one feedback tool that automates the collection and analysis of customer feedback across various sales and communication channels. It offers:- Customizable survey templates and real-time data collection.
- Advanced analytics and dashboard tools to analyze customer feedback.
- Automated notifications for problem resolution and upselling opportunities.
- Emotional Experience measurement to identify emotions driving sales.
Competitors and Alternatives
Zendesk
Zendesk is a significant competitor in the customer experience category, with a market share of 17.71%. It offers a comprehensive CRM solution with strong customer support and ticketing systems, but it may not have the same level of automated feedback analysis as Feedbackly.Intercom
Intercom, with a market share of 14.50%, focuses on customer messaging and engagement. It provides AI-powered chatbots and personalized messaging, but its feedback analysis capabilities are not as centralized as Feedbackly’s.Trustpilot
Trustpilot, holding 13.35% of the market share, is known for its review and feedback collection platform. While it excels in gathering public reviews, it lacks the integrated analytics and automated feedback processing that Feedbackly offers.Exceed.ai
Exceed.ai, an AI conversational marketing tool, is particularly useful for sales teams looking to automate lead qualification, meeting scheduling, and lead re-engagement. Unlike Feedbackly, Exceed.ai is more focused on sales automation rather than comprehensive customer feedback analysis. It is best suited for teams aiming to scale without increasing headcount.Salesforce Einstein
Salesforce Einstein integrates AI into CRM, providing tools for sales pipeline management, lead identification, and sales outcome prediction. It generates sales content and summarizes sales calls, but its primary focus is on CRM rather than the detailed feedback analysis and emotional experience measurement offered by Feedbackly.Unique Features of Feedbackly
- Emotional Experience Measurement: Feedbackly uniquely measures the emotions driving sales, providing insights that other tools may not offer.
- Automated Feedback Analysis: It automates the collection, analysis, and actioning of customer feedback across multiple channels, which is a strong point compared to more generalized CRM or customer support tools.
- Real-Time Notifications: Feedbackly’s automated notifications help in timely problem resolution and upselling opportunities, making it highly responsive to customer needs.
Potential Alternatives
If you are looking for tools with different strengths:- For a more CRM-focused solution with AI insights, Salesforce Einstein might be a better fit.
- For automated lead qualification and sales automation, Exceed.ai could be more suitable.
- For a strong customer support and ticketing system, Zendesk might be preferable.
Feedbackly - Frequently Asked Questions
Frequently Asked Questions about Feedbackly
What type of pricing plans does Feedbackly offer?
Feedbackly offers several pricing plans, including Single, Pro, and Custom packages. The Single plan costs €199 per month (billed annually) and includes 5,000 responses per year for one user. The Pro plan costs €399 per month (billed annually) and includes 20,000 responses per year with unlimited users. The Custom plan is tailored to specific needs and includes unlimited responses and users.What features are included in Feedbackly’s pricing plans?
All Feedbackly plans include unlimited touchpoints, survey visual customization, built-in KPIs (NPS, CSAT, EVI), and support from the Customer Support team. Additional features include customizable survey templates, data analysis tools, real-time notifications, and integration with various platforms like WordPress, Mailchimp, and Shopify.Does Feedbackly offer a free trial?
Yes, Feedbackly provides a 14-day free trial, allowing you to test the features and see if it meets your needs before committing to a paid plan.What languages does Feedbackly support?
Feedbackly supports English, Finnish, and Spanish, making it accessible to a diverse range of users.What kind of integrations does Feedbackly offer?
Feedbackly integrates with several popular platforms, including WordPress, Mailchimp, Shopify, HubSpot Marketing Hub, HubSpot CRM, Adobe Commerce, Salesforce Platform, and Luzmo. It also offers API integration for further customization.What is Feedbackly IQ and how does it benefit users?
Feedbackly IQ is a next-generation AI analysis and insights tool that helps users get the most out of their customer feedback data. It includes features like contextual sentiment analytics, contextual category analytics, and feedback translation. This tool automates the analysis of open-ended feedback, helps identify problem areas quickly, and allows users to prioritize actions with confidence, ultimately driving more sales and strengthening customer retention.How does Feedbackly help in collecting and analyzing customer feedback?
Feedbackly allows you to collect feedback through multiple channels such as online surveys, in-store feedback terminals, email, SMS, and QR codes. It provides tools for analyzing this feedback, including customer sentiment analysis, trend analysis, and real-time notifications. This helps businesses understand how their customers feel and make informed decisions to improve customer satisfaction and sales.What kind of support does Feedbackly offer?
Feedbackly offers various support options, including chat support, phone support, a knowledge base, FAQs/forum, and email/help desk support. This ensures that users can get assistance whenever they need it.Can Feedbackly be used by businesses of different sizes?
Yes, Feedbackly is suitable for businesses of all sizes, including large enterprises, mid-size businesses, and small businesses. Its flexible pricing plans and scalable features make it adaptable to various business needs.Does Feedbackly provide any additional resources or training?
Feedbackly offers CX online courses via the CX Academy, valued at $599, for free with some of its plans. This helps users get the best results from the platform and improve their customer experience management skills.How does Feedbackly ensure data security?
Feedbackly includes administration and security features in all its plans, ensuring that user data is secure. However, specific details about the security measures are not provided in the available sources.