Product Overview of Retently
Retently is a comprehensive customer satisfaction survey platform designed to help businesses collect, analyze, and act on customer feedback to enhance their customer experience and drive retention. Founded in 2016, Retently has evolved into a specialized solution for Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) surveys.
Core Functionality
- Survey Campaigns: Retently allows businesses to set up one-time, recurring, regular, and transactional survey campaigns. These campaigns can be tailored to specific customer segments based on criteria such as revenue, geography, lifecycle, and more. Each campaign includes customizable survey templates, audience filters, and scheduling options, ensuring targeted and timely feedback collection.
- Customizable Survey Templates: The platform offers advanced survey template editing capabilities, including the ability to change background colors, upload and adjust logos, edit text fonts and colors, and customize buttons. Additionally, Retently supports merge fields in subject lines and survey content to personalize the feedback requests, increasing open and response rates.
- Automation and Workflows: Retently integrates with tools like Zapier and webhooks, enabling businesses to automate various processes. This includes setting up custom automation scenarios, such as starting conversations with respondents who don’t leave feedback or unsubscribing. The platform also supports automated email cleanup to ensure deliverability and reduce bounce rates.
- Feedback Management and Analytics: Retently features advanced feedback management capabilities, including real-time tracking and response through integrations like Slack. The platform performs AI-powered topic detection, sentiment analysis, and feedback classification, providing insightful analytics on customer feedback. This helps businesses prioritize tasks and address customer needs efficiently.
- Data Segmentation and Visualization: The platform allows for detailed data segmentation at both the contact and account levels. Businesses can monitor CX metrics for each account, view the number of contacts associated with each account, and export this data for further analysis through native integrations or API.
- Multi-Language Support and Integrations: Retently supports multiple languages and integrates seamlessly with popular CRM, BI, and eCommerce platforms such as Intercom, HubSpot, and Salesforce. These integrations help in syncing customer data, triggering surveys at key touchpoints, and maintaining brand consistency.
Key Features
- No Data Retention Limits: Retently does not impose data retention limits, allowing businesses to access historical customer feedback, NPS scores, and compare trends and progress without worrying about data becoming unavailable.
- Antivirus Detection: The platform includes an algorithm to block scores submitted by antivirus systems, ensuring data accuracy and relevance.
- User-Friendly Interface: Retently boasts a clean, professional, and highly intuitive interface. The UI provides clear visualizations of NPS scores, response rates, and other metrics, making it easy to track and analyze customer feedback.
- Scalable Pricing Plans: Retently offers various pricing plans tailored to different business needs, from basic to enterprise levels, with options for monthly or yearly payments. Each plan includes a specific number of surveys, campaigns, and user seats, along with access to integrations and API.
Mission and Values
Retently’s mission is centered around helping businesses collect, analyze, and act on customer feedback to improve customer experience and drive retention. The company values continuous improvement and believes in the power of feedback to drive growth and success. As a privately owned, bootstrapped, and lean company, Retently is committed to providing intuitive and powerful tools for customer-centric brands.