GetFeedback - Detailed Review
Sales Tools
GetFeedback - Product Overview
GetFeedback Overview
GetFeedback is a sophisticated survey and feedback collection tool that integrates seamlessly into various business processes, particularly within the sales and customer experience domains.
Primary Function
The primary function of GetFeedback is to collect, analyze, and act on customer feedback across multiple channels. It enables businesses to gather feedback at critical touch-points in the customer journey, providing valuable insights that can drive better business decisions and improve customer satisfaction.
Target Audience
GetFeedback is targeted at both B2B and B2C companies that aim to enhance their customer experience. It is particularly useful for teams that need to collect and analyze feedback to make data-driven decisions, such as customer support, marketing, and sales teams.
Key Features
Integration with Key Tools
GetFeedback integrates with a wide range of tools and platforms, including Salesforce, Google Analytics, Slack, Zendesk, and HubSpot. This allows for the automatic upload and processing of feedback data within these systems.
Real-Time Feedback Collection
The platform enables real-time feedback collection through advanced behavioral and demographic targeting. Surveys can be triggered based on lifecycle events, user behavior, and other relevant metrics.
Customizable Surveys
Users can create surveys with perfect branding, beautiful imagery, and even embedded video. Surveys are optimized for mobile devices and can be shared via links, automated emails, SMS messages, or embedded in websites and apps.
Actionable Insights
GetFeedback provides tools such as summary reports, dashboards, and the ability to export results to Excel or CSV for detailed analysis. It also allows for mapping survey responses to update leads, contacts, and support cases in systems like Salesforce and Zendesk.
Automated Notifications
The platform offers features like GetFeedback Actions, which can send email notifications, create tasks in Salesforce, and post updates in Slack to prompt follow-up actions for the team.
A/B Testing and Feedback
GetFeedback combines the power of A/B testing with customer feedback, allowing businesses to understand customer preferences and optimize their digital experiences.
By leveraging these features, businesses can gather comprehensive feedback, analyze it effectively, and implement changes to improve customer satisfaction and overall business performance.
GetFeedback - User Interface and Experience
Ease of Use
User-Friendly Design
GetFeedback is praised for its user-friendly design interface, which makes it easy for users to create simple yet impressive feedback surveys. The software allows users to build surveys with a variety of question types, going beyond the basic 1 through 10 scale, and offers customizable features such as multilanguage support and conditional paths for each question.User Interface
Intuitive and Visually Appealing
The interface is described as intuitive and visually appealing, enabling users to design stunning and professional-looking surveys without requiring extensive technical expertise. The survey builder is equipped with features like the ability to add images, textures, and colors, making the surveys visually engaging.Real-Time Analytics and Dashboards
Tracking Key Performance Metrics
GetFeedback provides real-time customer analytics, allowing users to track key performance metrics and generate insights through easy-to-build dashboards. These dashboards can be filtered by important fields such as region, agent, or product, and can be sent to various stakeholders across the organization. This feature helps in keeping a pulse on customer relationships and identifying trends in customer comments.Integration with Salesforce
Seamless Automation
One of the standout features of GetFeedback is its seamless integration with Salesforce. This integration allows users to automate processes with corresponding triggers, track customers, and display survey results on any Salesforce object. This makes it particularly useful for professionals who rely on Salesforce for their business operations.Overall User Experience
Positive Feedback Collection
Users have reported a positive overall experience with GetFeedback, highlighting its ability to collect feedback across multiple channels, including email, text, website, mobile, and social media. The software’s ability to centralize and analyze feedback data makes it easier for teams to identify and address customer issues promptly. However, some users have noted that the pricing can be high, and there are limited customization options in certain areas.Conclusion
In summary, GetFeedback offers a user-friendly interface that is easy to use, visually appealing, and integrated well with Salesforce, making it a valuable tool for collecting and analyzing customer feedback. GetFeedback - Key Features and Functionality
GetFeedback Overview
GetFeedback, a survey and customer feedback tool, offers a wide range of features that make it a powerful asset in the Sales Tools and customer experience (CX) category. Here are the main features and how they work:
Customizable Surveys
GetFeedback allows you to create customized surveys using various templates and branding options. This feature enables you to tailor your surveys to fit your brand and specific needs, ensuring that the feedback you collect is relevant and useful.
Multi-Channel Distribution
You can distribute your surveys across multiple channels, including web, mobile, social media, and in-store environments. This multi-channel approach ensures that you can collect feedback from customers at various touchpoints throughout their journey.
Advanced Analytics and AI-Powered Insights
GetFeedback uses AI-powered analytics to help you quickly uncover impactful insights from the feedback collected. This feature enables you to identify key signals in the data, prioritize actions, and create better customer experiences. The AI can also automate the analysis process, providing summary reports and actionable insights without manual intervention.
Integration with CRM
GetFeedback integrates seamlessly with Salesforce, allowing you to enrich customer records in Sales and Service Clouds with feedback automatically. This integration helps in scaling CX programs, making digital feedback accessible to customer-facing teams, and proving the impact of feedback to other teams.
Automated Workflows
The tool includes automations that enable you to automatically trigger actions based on the feedback received. For example, you can prioritize low NPS scores for follow-up, create support tickets, or push data into BI tools for analysis. These automations streamline follow-up processes and ensure timely responses to customer feedback.
Real-Time Feedback and Response Notifications
GetFeedback provides real-time feedback collection and response notifications. This feature keeps you informed about relevant customer feedback as it comes in, allowing for immediate action and improving the overall customer experience.
Survey Logic and Personalization
The software includes survey logic and personalization features. Survey logic allows you to create dynamic surveys that adapt based on the respondent’s answers, while personalization enables you to tailor the survey experience to individual respondents, making the feedback more relevant and valuable.
NPS and CSAT Surveys
GetFeedback supports Net Promoter Score (NPS) and Customer Satisfaction (CSAT) surveys. These surveys help you measure customer loyalty and satisfaction, providing insights that can be used to improve customer relationships and overall business performance.
Multi-Language Support and Data Export
The tool offers multi-language support, allowing you to collect feedback from a diverse audience. Additionally, you can export data in various formats, which is useful for further analysis or integration with other tools and platforms.
Mobile Friendly Surveys
Surveys created with GetFeedback are mobile-friendly, ensuring that respondents can provide feedback from any device. This feature is crucial for maximizing response rates and collecting feedback in real-time.
Team Collaboration
The higher-tier plans include features for team collaboration, such as multiple user accounts and team-specific workflows. This allows multiple team members to work together on survey creation, analysis, and follow-up actions.
API Access
GetFeedback provides API access, which enables you to integrate the tool with other systems and tools, such as Onvo AI for building dashboards and reports. This integration capability helps in automating processes and exporting data to your preferred tools.
Conclusion
These features collectively make GetFeedback a versatile and powerful tool for collecting, analyzing, and acting on customer feedback, enhancing your ability to deliver a superior customer experience.
GetFeedback - Performance and Accuracy
Performance
GetFeedback is praised for its user-friendly design interface, which allows users to create professional-looking surveys quickly and easily. It offers a variety of survey types and customizable features, such as multilanguage support and customizable paths for each question, making it versatile for different business needs. The software integrates seamlessly with Salesforce, enabling users to track customers and automate processes efficiently. This integration is particularly beneficial for businesses already using Salesforce, as it allows for real-time feedback collection and analysis throughout the customer journey.Accuracy
GetFeedback is effective in collecting and analyzing customer feedback accurately. It enables businesses to gather in-the-moment feedback across various channels, including email, SMS, websites, and mobile apps. This real-time feedback helps in spotting trends, analyzing sentiment, and identifying key drivers impacting the business. The platform provides sophisticated analysis of the data, helping businesses to make informed decisions that align with their goals. Users can easily identify areas for improvement and close the loop on critical feedback to enhance customer satisfaction and loyalty.Limitations and Areas for Improvement
Despite its strengths, GetFeedback has several limitations:Customization Limitations
Users have reported that while the interface is user-friendly, the customization options, especially in terms of design and question types, are limited. There is a lack of flexibility in editing CSS, HTML, or adding specific types of questions.High Cost
The cost of using GetFeedback, particularly for Salesforce integration, is high and can be a deterrent for many businesses. The overall pricing model is also considered expensive by some users.Integration Issues
While GetFeedback integrates well with Salesforce, it does not fully integrate with some other applications, especially those without open APIs. This can limit its use in diverse business environments.Customer Support
Some users have reported subpar customer support, which can be frustrating when issues arise.Recommendations
For those considering GetFeedback, it is recommended to weigh the benefits of its user-friendly interface, versatile survey options, and seamless Salesforce integration against the potential drawbacks. Ensuring that the business can afford the costs and that the necessary integrations are available is crucial. Additionally, businesses should be aware of the limitations in customization and the potential need for better customer support. Overall, GetFeedback performs well in collecting and analyzing customer feedback, especially for businesses integrated with Salesforce. However, it is important to be aware of its limitations to make an informed decision. GetFeedback - Pricing and Plans
Pricing Plans
GetFeedback offers two main pricing plans, along with a free trial option.Professional Plan
- Cost: $50 per month
- Features:
- 1 user account
- 1,000 responses per month
- Web-based survey builder
- Customizable survey templates
- Survey email delivery
- Advanced reporting
- Advanced logic and question & answer piping
- Email support
Team Plan
- Cost: $200 per month
- Features:
- All features included in the Professional plan
- 5 user accounts
- More than 1,000 responses per month
- Team collaboration
Free Trial
GetFeedback also provides a free trial, allowing users to test the features before committing to a paid plan.Additional Features and Integrations
While the pricing plans do not explicitly list all features, here are some key functionalities available across the plans:- Customizable surveys
- Real-time feedback
- Multi-channel distribution
- Survey templates and branding options
- Advanced analytics
- Integration with CRM systems like Salesforce
- Mobile-friendly surveys
- Automated workflows
- Response notifications
- NPS and CSAT surveys
- Multi-language support
- Data export and survey scheduling
- API access
Support and Platforms
GetFeedback supports various platforms, including Android and iOS, and offers support options such as phone, live support, and training. By choosing between the Professional and Team plans, users can select the option that best fits their needs and budget. If you need more detailed or customized pricing, it is recommended to contact the vendor directly for the most accurate and up-to-date information. GetFeedback - Integration and Compatibility
Integration Capabilities of GetFeedback
GetFeedback is renowned for its seamless integration capabilities, particularly with tools that are central to customer relationship management and analytics. Here are some key points on its integration and compatibility:Integration with Salesforce
GetFeedback originated as a tool to help Salesforce users gain customer experience (CX) insights. It integrates flawlessly with the Salesforce ecosystem, allowing businesses to send surveys across multiple digital channels and analyze the data collectively. This integration enables the linking of customer feedback data with Salesforce CRM data, helping support teams to understand different customer segments, resolve issues, reduce customer churn, and improve customer experiences.Other Integrations
In addition to Salesforce, GetFeedback integrates with a wide range of other tools and platforms. These include:- Google Analytics: GetFeedback can push custom events to Google Analytics, which can be included in custom reports and dashboard widgets.
- Slack: Notifications can be set up to alert the right individuals and teams to time-sensitive feedback.
- Zendesk: Feedback with an email address can be sent automatically to Zendesk.
- Jira: Bug reports can be pushed to Jira with one click or automated.
- Adobe Analytics: GetFeedback responses and survey events can be measured and connected to metrics in Adobe Analytics.
- HubSpot and Google Apps: Feedback items can be automatically uploaded and processed in these web apps.
Cross-Platform Compatibility
GetFeedback is designed to work across various digital channels, allowing businesses to collect feedback from multiple sources. This includes:- Web and App Behaviors: Feedback can be linked to session recordings to analyze user journeys, track mouse movements, scrolling, and clicks on the site.
- A/B Testing: Combining feedback with A/B testing helps in understanding customer preferences and optimizing the digital experience.
Device Compatibility
While specific details on device compatibility are not extensively outlined, the nature of GetFeedback as a web-based tool suggests it is accessible on a variety of devices with a web browser. This includes desktops, laptops, and mobile devices, ensuring that businesses can collect and analyze feedback from anywhere.Conclusion
In summary, GetFeedback’s strength lies in its ability to integrate seamlessly with key business tools, especially Salesforce, and its compatibility across various digital channels and devices, making it a versatile tool for collecting and acting on customer feedback. GetFeedback - Customer Support and Resources
Customer Support
- GetFeedback is praised for its support, with many users highlighting the quality of the customer service. Users have noted that the support team is great and responsive, which is crucial for addressing any issues that may arise.
Integration and Automation
- One of the key resources provided by GetFeedback is its seamless integration with Salesforce. This integration allows you to collect feedback data and analyze it within your CRM system, helping your support team to identify and resolve customer issues quickly.
- The platform also offers automation features that enable you to trigger actions based on customer feedback. For example, you can automatically prioritize low NPS scores for follow-up, create support tickets, and push data into BI tools for analysis without disrupting your workflow.
Analytics and Insights
- GetFeedback provides AI-powered analytics to quickly uncover impactful insights from customer feedback. This helps your team make data-driven decisions to improve customer experiences. The platform can analyze feedback from multiple channels, including web, mobile, social, and in-store environments.
Survey Tools and Templates
- The platform offers a variety of survey types and customizable templates, making it easy to design and distribute surveys. Users can create surveys with different question types, including rating scales and Likert scales, and customize the surveys to fit their specific needs.
- GetFeedback also provides professional-looking surveys that enhance the credibility of your organization, and the surveys can be distributed through various channels such as email, live chat, in-app, and website widgets.
Workplace Integrations
- GetFeedback integrates with workplace apps like Slack, allowing you to share feedback with your teams and trigger actions directly within these platforms. This ensures that relevant customer feedback is routed to the right people for timely follow-up and action.
Conclusion
While the resources provided by GetFeedback are extensive, some users have noted limitations such as high costs for Salesforce integration and limited customization options in certain areas. However, the overall user experience and support are generally positive.
GetFeedback - Pros and Cons
Advantages of GetFeedback
User-Friendly Interface
The software boasts an intuitive design interface that makes creating and distributing surveys easy, even for those without technical expertise. Users can create simple yet professional-looking feedback surveys quickly.
Variety of Survey Types
GetFeedback provides a range of survey types beyond the basic 1 through 10 scale, offering more flexibility and options for gathering feedback. This includes support for multiple question types and the ability to include audio, images, and videos in survey questionnaires.
Multi-Language Support
The platform supports surveys in multiple languages, making it suitable for global businesses and diverse customer bases.
Seamless Salesforce Integration
GetFeedback integrates smoothly with Salesforce, allowing users to track customers, automate processes, and centralize actionable data. This integration enables the creation of better workflows and event triggers.
Real-Time Feedback Collection
The tool allows for real-time, contextual feedback collection across various channels, including email, SMS, websites, and mobile apps. This helps in quickly spotting trends, analyzing sentiment, and identifying key drivers impacting the business.
AI- and ML-Powered Insights
GetFeedback features AI- and ML-powered insights that help users create and close feedback loops faster. This includes capabilities like Embedded Listener and Program Accelerator, which enhance the agility of customer experience (CX) programs.
Disadvantages of GetFeedback
High Cost
One of the significant drawbacks is the high overall cost of the platform, particularly for the Salesforce integration. This can make it unaffordable for many businesses, especially small to medium-sized enterprises.
Limited Customization
Users have reported limited customization options, especially in terms of design and the types of questions that can be included in surveys. The inability to edit CSS, HTML, etc., is a notable limitation.
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 versatility for organizations using a variety of tools.
Subpar Customer Support
Some users have experienced poor customer support, which can be frustrating when issues arise. This includes difficulties in resolving basic problems and the lack of instant messaging or chat support.
Reporting and Visualization Limitations
The reporting and visualization capabilities of GetFeedback are reported to be limited, making data aggregation and analysis more challenging. This can hinder the ability to derive meaningful insights from the collected data.
By considering these pros and cons, potential users can make a more informed decision about whether GetFeedback aligns with their needs and budget.
GetFeedback - Comparison with Competitors
Market Position and Competitors
GetFeedback is a notable player in the survey and customer feedback space, but it faces significant competition. The top competitors in the survey category include Google Forms with a 47.22% market share, JotForm with 17.90%, and Typeform with 9.94% market share.Unique Features of GetFeedback
Integration with Salesforce
GetFeedback is particularly strong in its integration with Salesforce, allowing for seamless analysis and action on customer feedback within the CRM ecosystem.Real-Time Analysis
It enables real-time analysis of user results and on-brand surveys that are optimized for all devices.Customer Base
GetFeedback is used by large enterprises such as DoorDash, Mastercard, and Accenture, indicating its scalability and reliability.Alternatives and Their Unique Features
Qualtrics
Advanced Analytics
Qualtrics offers predictive intelligence and gap analysis, providing deep insights into customer needs. However, it can be overwhelming for new users due to its extensive feature set.Integration
Qualtrics has a wide range of integration options but may not be as tightly integrated with Salesforce as GetFeedback.SurveyMonkey Enterprise
AI-Powered Surveys
SurveyMonkey Enterprise integrates with over 150 applications and provides real-time reports and business intelligence features. It is strong in customer satisfaction insights but may lack the focus on customer journeys that some enterprises require.Security
It offers secure data collection with SSO, data encryption, and governance capabilities.InMoment
AI-Powered Survey Approach
InMoment uses AI to eliminate data silos and prioritize actions for unhappy customers. It integrates the voice of the customer and their journey, and ensures service-lapse recovery.Global Compatibility
It supports sharing results in multiple languages, making it suitable for global enterprises.AskNicely
Customer Satisfaction Measurement
AskNicely focuses on measuring customer satisfaction through Net Promoter Score (NPS) and personalized surveys. It allows real-time feedback sharing across the organization and integration with CRM and business intelligence tools.Workflows
It enables workflows to close the loop on customer feedback efficiently.Forsta
Interactive Dashboards
Forsta provides interactive dashboards for data analysis and text analytics, giving a comprehensive view of customer feedback. It supports data collection and analysis from various audiences and integrates seamlessly via survey apps on mobile devices.Customizable Alerts
Forsta offers customizable alerts and template emails to get the right insights.AI-Driven Sales Tools (Though Not Direct Competitors, Relevant in Sales Feedback)
Salesforce Sales Cloud
Einstein AI Copilot
Salesforce Sales Cloud uses Einstein AI to guide sellers at every stage of the sales process, including auto-generating sales emails, forecasting conversion rates, and suggesting actions to close deals.Integration
It is part of the broader Salesforce ecosystem, making it highly integrated with other Salesforce tools.Gong.io
Revenue Intelligence
Gong.io combines customer interaction data with AI analysis to provide revenue intelligence. It logs buyer actions, generates automated takeaways from calls and emails, and suggests action items for follow-up.Conversation Intelligence
Gong.io provides call summaries and action items based on AI insights.Clari
Revenue Forecasts
Clari uses AI to analyze conversations and deal activities, providing revenue forecasts and automated workflows. It streamlines and authenticates CRM data and guides high-impact activities and most qualified leads.AI-Generated Meeting Summaries
Clari generates meeting summaries and action items using AI. Each of these tools has unique strengths and may be more or less suitable depending on the specific needs of your organization, such as the level of integration with your existing CRM, the complexity of analytics required, and the focus on customer journeys or sales performance. GetFeedback - Frequently Asked Questions
Frequently Asked Questions about GetFeedback
What is GetFeedback and what does it do?
GetFeedback is a leading enterprise feedback management solution that helps businesses collect, analyze, and act on customer feedback. It allows users to create and distribute surveys across various channels, integrate feedback with CRM data, and use advanced analytics to improve customer experiences.What are the pricing plans for GetFeedback?
GetFeedback offers several pricing plans. The Professional plan starts at $50 per month, which includes features like web-based survey building, customizable survey templates, and advanced reporting. The Team plan is $200 per month and includes all the features of the Professional plan plus team collaboration and additional user accounts.Does GetFeedback offer a free trial?
Yes, GetFeedback provides a free trial for users to test its features before committing to a subscription.What languages does GetFeedback support?
GetFeedback supports a wide range of languages, including English, Spanish, French, German, Italian, Chinese (Simplified and Traditional), Japanese, and many others. This makes it suitable for global businesses.How does GetFeedback integrate with other tools and platforms?
GetFeedback integrates seamlessly with various tools and platforms such as Salesforce, Slack, Jira, Google Analytics 360, Zendesk, and more. These integrations allow for automated workflows, real-time feedback sharing, and comprehensive data analysis.What types of surveys can I create with GetFeedback?
You can create a variety of surveys using GetFeedback, including NPS (Net Promoter Score), CSAT (Customer Satisfaction), CES (Customer Effort Score), and digital and purchase experience surveys. The platform also offers survey templates and advanced features like survey logic and merge fields to personalize surveys.Can I distribute surveys across multiple channels?
Yes, GetFeedback allows you to distribute surveys across multiple channels, including websites, mobile apps, chat experiences, communities, and even non-traditional environments like ATMs and kiosks. This ensures you can collect feedback from customers at their preferred touchpoints.What kind of support does GetFeedback offer?
GetFeedback provides various support options, including a knowledge base, chat support, email/help desk support, phone support, and FAQs/forums. This ensures users can get help whenever they need it.How does GetFeedback help with feedback analysis and action?
GetFeedback offers advanced analytics tools that help collate feedback from all channels, identify roadblocks and recurring trends, and perform sentiment analysis. It also allows you to set up automated workflows and alerts based on user roles, ensuring timely action on customer feedback.Who are the typical users of GetFeedback?
GetFeedback serves a wide range of businesses, including freelancers, small businesses, mid-size businesses, and large enterprises. It is particularly beneficial for companies deeply embedded in the Salesforce ecosystem.Does GetFeedback offer API access?
Yes, GetFeedback has an API available for use, which allows for custom integrations and a consistent end-user experience across different environments. GetFeedback - Conclusion and Recommendation
Final Assessment of GetFeedback
GetFeedback is a comprehensive tool in the Sales Tools and customer feedback category, offering a range of features that can significantly enhance how businesses collect, analyze, and act on customer feedback.Key Benefits
- Multi-Channel Feedback Collection: GetFeedback allows companies to capture customer feedback across various channels, including websites, apps, and at different stages of the customer journey. This ensures a holistic view of customer satisfaction and pain points.
- Integration with Key Tools: The software seamlessly integrates with crucial business tools like Salesforce, Google Analytics, Slack, Zendesk, and Jira. This integration enables the automatic upload and processing of feedback data, making it easier to trigger surveys and collect real-time customer insights.
- Customizable Surveys: GetFeedback offers a variety of survey types and customizable features, such as skip logic, support for audio/video/images, and multilanguage support. This flexibility helps in creating surveys that are relevant and engaging for different audiences.
- User-Friendly Interface: The software boasts a user-friendly design interface that makes it easy to create professional-looking surveys without extensive technical knowledge.
Who Would Benefit Most
GetFeedback is particularly beneficial for businesses that rely heavily on customer feedback to drive their decision-making processes. Here are some key beneficiaries:- E-commerce and Retail: Companies can use website and app surveys to identify and resolve customer pain points, improve user engagement, and increase conversion rates.
- SaaS Companies: These businesses can benefit from understanding which features are most valuable to their customers and what features are missing, helping them refine their product roadmap.
- Customer-Centric Organizations: Any organization that prioritizes customer satisfaction and wants to integrate feedback into their daily operations will find GetFeedback valuable.
Recommendations
While GetFeedback offers numerous advantages, there are some considerations to keep in mind:- Cost: The cost of using GetFeedback, especially for Salesforce integration, can be high, which might be a barrier for smaller businesses.
- Customization Limitations: Despite its user-friendly interface, some users have noted limited customization options, particularly in terms of design and question types.
- Customer Support: There have been reports of subpar customer support, which could be a concern for businesses that require prompt assistance.