The best feedback & review management solution is Qualtrics Customer Experience. Leveraging predictive intelligence, NPS, CSAT and CES, this platform allows users to boost customer acquisition and reinforce customer retention. It also comes with ticketing tools and feedback monitoring options so you can proactively respond to your target audience. Moreover, the software comes equipped with open API capabilities so you can extend its functions and make it easier to collect the data you need from your different platforms.
In an era when access to information comes easy and consumers reign supreme, customer feedback can make or break your business. According to a survey by BrightLocal, 86% of shoppers read reviews before purchasing and it doesn’t end there—they read an average of ten good reviews before they even consider trusting a brand.
So, if you are looking to improve your conversions or reinforce retention, this is perhaps one aspect of your client engagement efforts that you should pay attention to. One such way to do this is through feedback & review management software. With these at your disposal, you can track user reviews about your brand wherever they pop up on the internet, respond to feedback, and even generate upsells and cross-sells.
To guide you in finding which software is most ideal for your company, we have analyzed the top 3 feedback & review management software solutions available on the market. These solutions should be distinguished from the features of survey software. Where a survey is outbound and orchestrated by you, feedback is inbound and generated by customers on their own. We will be comparing the solutions here based on their capabilities to track feedback and discern the critical ones. We will also investigate usability, scalability, and affordability, factors that impact on your purchase decision. This way, it will be easier for you to zero in on which one meets your unique business needs.
The business landscape has changed quite significantly in the past few decades. Customer satisfaction is no longer anchored solely on the quality of a company’s products and services, but on the kind of shopping experience that businesses have to offer. This entails listening to what customers have to say.
In fact, a recent research study by the Corra Agency revealed that it only takes one negative review for a company to lose up to 22% of its customers. Following this logic, this means that receiving four of these bad reviews can decrease sales by up to 70%—something that all business owners will want to avoid.
With this in mind, modern marketing trends dictate that you should know what your customers think, but, unfortunately, numerous brands aren’t meeting customer expectations, according to Acquia’s Customer Experience Trends 2019.
These studies are only reinforcing that customer reviews are more relevant and trusted than vendor promises and claims, as well as testimonials from supposed product users. According to BrightLocal, 68% of customers claim that positive reviews increase their likelihood of patronizing a business while 40% say that negative reviews cause them to do otherwise.
The truth of the matter is, nowadays, shoppers don’t want to take the word of businesses at face value. Instead, they rely on what other consumers say about a brand. This is primarily because fellow paying customers wouldn’t lie about their experience. In fact, the Corra Survey results show that 73.2% of people who leave negative feedback about a company simply want to save other customers from having the same experience.
The only problem now is that customer review management is a difficult endeavor, and it can be overwhelming if you don’t have the right tools to handle it. Remember, hundreds of thousands of consumers post about their experience with different brands on a daily basis. If you want to efficiently consolidate, sift, and analyze the reviews on you, consider these top 3 feedback & review management software products that we will be tackling: Qualtrics Customer Experience, Yotpo, and xSellco.
Qualtrics Customer Experience is a customer experience management software purpose-built to collect client feedback. Combining predictive intelligence, machine learning, and analytics in one user-friendly interface, it aims to help companies gather key insights that can move the organization’s customer experience forward.
With this at your disposal, you can execute transactional and pulse surveys to collect client data. After which, you may analyze them to understand what customers expect from your brand, determine how to measure customer satisfaction, as well as monitor key performance indicators. The platform also comes with tools for ticketing and response automation to help you answer client inquiries and react to client feedback more seamlessly.
To better understand how this platform can help you build an AI-powered customer service strategies, it is best that you sign up for Qualtrics Customer Experience free trial here.
Next on our top 3 feedback & review management software list, Yotpo is known for its easily navigable interface that packs powerful features. Equipped with powerful moderation tools, photo discovery options, and review generation solutions, this platform sifts through your eCommerce and social media sites to capture product-related content from your customers. With this, it is easier to verify reviews, understand what your clients want, and consolidate all customer engagement activities.
Another great thing about this platform is that, aside from simplifying client feedback monitoring and response management, it also has a robust analytics suite. It uses algorithms that will help you make sense of all data related to your client feedback, conversions, and process performance. This way, determining how to improve the customer experience will no longer involve tedious guesswork.
xSellco Feedback is a popular feedback solicitation and review management system from the xSellco sales productivity suite. This tool lets you collect data to generate testimonials that can contribute to the improvement of your brand’s user trust rating and social proof. Moreover, it can integrate with platforms such as Trustpilot, eBay and Amazon so you can have full control over your customer messages without leaving the software.
If you check closely the pros and cons to xSellco Feedback, it seems that the former outweighs the latter because of its comprehensiveness. The platform not only allows you to monitor the feedback of your clients but also gives you ways to intelligently time the sending of feedback requests, simplify email customization, as well as to measure your overall performance.
When it comes to feedback and review features, all three have the essential tools such as to request solicitation, review posting, survey builders, and post-purchase analytics. Their only difference would be the scope of what each platform can do and what specialized functionalities each system has to offer. Qualtrics Customer Experience is perhaps the most comprehensive of the three. Great for companies looking to improve client retention and brand reputation, this solution can help you build different types of surveys, collect feedback, gather insights, and automate customer engagement workflows.
It also comes equipped with a native predictive intelligence engine called iQ that will allow you to create forecasts on customer experiences.
Another great thing about Qualtrics Customer Experience is that it has a custom dashboard and ticketing system that centralizes all of your channels. Meaning, you’ll have 360-degree visibility of your KPIs and be able to manage responses to your customers without having to leave the platform. Other tools that this solution has to offer include machine learning, NPS, CSAT, and CES.
Meanwhile, Yotpo is a better pick for eCommerce businesses and companies looking to enhance sales. This tool focuses not only on collecting client feedback but also in using them to improve cross-sell or upsell pitches. It also helps with lead generation by optimizing reviews for searches. By doing so, the reviews will appear when prospective customers look for your product. In addition, the solution showcases product recommendations when customers complete reviews so you can increase the chances of repeat purchases.
Yotpo also has plenty of moderation tools so that users can set up community Q&A, comment on their social media channels, and create automated post-purchase emails. With these at your disposal, you no longer have to leave the platform to manage customer engagement efforts.
Lastly, xSellco Feedback seems to lag behind our two other products when it comes to functionalities. It may be equipped for multi-channel feedback management, automated responses, and performance measuring like Yotpo and Qualtrics Customer Experience but these are quite limited if you compare them side by side. One thing it does excel in, however, is that it has a strong focus on integrations for businesses that utilize Trustpilot, Amazon, and eBay.
Moreover, the platform gives you the option to categorize your feedback requests depending on different criteria such as location SKU, and product type. This makes it easier to make your response to their feedback much more personalized.
A good feedback & review management solution should be packed with robust functionalities but still remain relatively easy to navigate. In this regard, Yotpo and Qualtrics Customer Experience certainly have an edge over other software. Both platforms offer a simple UI with sleek and readily accessible tools. On the other hand, Yotpo allows customers to send you their feedback straight from their email so you can collect more customer reviews and improve response rates. The platform also has a customizable dashboard so that monitoring the metrics you want to prioritize is much easier.
Qualtrics Customer Experience, meanwhile, has a simple survey creation tool that lets you generate forms and questionnaires with no coding knowledge necessary. This allows you to save time and attend to more pertinent areas of your feedback management efforts.
Meanwhile, xSellco Feedback also gives users a WYSIWYG editor where you can prepare and send bulk emails for review requests. However, the system setup can be quite confusing for new users. It also tricky to use once you start creating template rules.
When it comes to scalability, Qualtrics Customer Experience is the best option among the three products. The platform comes with open API capabilities, so you can ensure that it can work well with other business systems. Be it CRM systems, sales platforms, online marketplaces, or social media networks, this platform will be able to integrate with them easily. Some popular applications that it can support include Tableau, Marketo, and SalesforceMeanwhile, if you use eBay, Amazon, or Trustpilot as part of your operations, xSellco Feedback is just as good a choice for your business. The platform integrates with these systems and even allows you to multiple reviews without additional fees. In addition, it can support over 60 third-party applications that you can use to extend the functionalities of the platform.
Yotpo, on the other hand, would be a boon for ecommerce businesses. This platform is built to integrate with systems such as Woocommerce, Shopify, and Bigcommerce. With that said, this platform makes it easy for you to solicit reviews from customers through the platforms as well as incentivize customers who will post user reviews.
As with all business endeavors, customer experience improvement comes at a price. Luckily, all three of the products on this list are available at flexible and reasonably priced packages. It’s just a matter of finding out which one falls within your budget. However, if we had to recommend one that can offer you the best bang for your buck, it would be Yotpo. The vendor offers a straightforward subscription plan that is curated to suit your different business requirements. All you have to do is schedule a consultation and their representatives will give you a quote. This way, you can be sure that you aren’t paying for any features that you won’t be needing for your operations. Moreover, Yotpo has a free forever plan that includes all basic review management tools such as social sharing, review reminders, review requests, and SEO.
If you are looking for something that won’t require you to go through the process of customizing feature sets, you can opt for xSellco Feedback. The vendor offers three monthly subscription packages that are bundled depending on the number of feedback requests you intend to process per month and how advanced the tools you need are. They have a Basic plan, Professional plan, and Premium plan that are available at $49/month, $99/month, and $199/month respectively.
Lastly, we have Qualtrics Customer Experience. This is perhaps one aspect wherein this platform is at a disadvantage. It is only available via a quote and their prices can be a bit steep, making it unsuitable for small businesses and startups. But, of course, if you own a larger company that yields more profit, then, this platform is still a good option for you.
Deciding which tools for customer experience improvement to use for your operations is tricky. After all, these platforms are often designed with certain industries or company sizes in mind. So, what works for one business might not work for you.
If you are looking for a comprehensive and highly flexible platform for your feedback and review management needs, the product with a clear advantage would be Qualtrics Customer Experience. Not only does it answer the question, how do you capture customer feedback?; it also lets you understand what you can do with the feedback to improve customer experiences.
Qualtrics Customer Experience even leverages predictive intelligence, machine learning, and other advanced technologies to help you make the most of your data. The only downside is that it primarily caters to the needs of large enterprises so it can be a bit expensive and complicated for small companies.
Not too far behind is Yotpo for its sales-centric feedback management system. With its commenting tools, moderation options, and integrations with social media networks, this tool can certainly help you interact with your clients better and ensure higher conversions. In addition, the software solution comes in handy for ecommerce businesses and global companies as it can integrate with more than a dozen platforms and support over 25 languages.
While xSellco may have ended up on the last spot, that’s not to say it isn’t a good feedback & review platform. It offers a decent set of feedback solicitation functionalities that is great for companies who have simple review management needs. What’s more, it works well with different online marketplaces and allows you to perform A/B testing on your feedback solicitation strategies.
As we conclude this comparison, please keep in mind that despite our verdict and the ranking of our list, this does not mean that one software is better than the other. Each of these platforms simply has its own strengths and weaknesses. So, we highly recommend that you do your due diligence in finding out whether or not these tools can cater to your needs. Our recommendation is you try the top choice here and use it as your benchmark to measure the others. You can sign up for Qualtrics Customer Experience free trial here.
In case you still find yourself on the lookout for other options, don’t fret. There are plenty of other top feedback & review management software providers out there.
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