You probably hear the words ‘feedback management’ umpteen times per day. Everyone keeps buzzing these words and though it might have become more than familiar by now, you would have definitely understood one thing and that is; Feedback Management is not something to be snubbed by your enterprise.
If the idea is to survive the cut-throat competition and flourish in the intensely populated business world, then enterprise feedback management should be one of your main priorities. Be it bettering customer loyalty and satisfaction rates, improving retention rates or reducing churn rates or even creating a new product, you need to collect feedback and manage them effectively to leverage it for your enterprise’s growth.
Enterprise feedback management (EFM) is not all that easy. A lot of work and time goes into it and yet there are times when all your time and effort go down the drain. Well, we don’t want that to happen again, do we? Of course, not.
So, how can we perform enterprise feedback management effectively? The answer you are looking for is an Enterprise Feedback Management Software.
What is Enterprise Feedback Management Software (EFM)?
An EFM software lets enterprises procure manage and analyse customer data centrally with the help of feedback surveys. Such software helps you to juice out the actionable insights from the data collected and take measures accordingly, in order to fulfil customer needs and even exceed their expectations. Thus, it helps in promoting customer satisfaction and retention.
10 Best Enterprise Feedback Management (EFM) Software of 2020
The market is clogged with tons of enterprise feedback management software. We know how baffling and time consuming it would be to pick the best one out of thousands. Of course, you can’t shun the fact that deployment of an EFM software is mandatory for your enterprise to thrive amongst the intense competition. It is quite a necessity now.
Well, fret not! We have done the task for you. After proper research, we have come up with the 10 best enterprise feedback management software that the market of 2020 has to offer. Go on, take a look:
Feedbacks surveys are no good until people actually respond to it and SurveySparrow is one such tool that’s dead serious about responses and completion rates. With the exciting conversational and chat-like forms, the EFM platform promises highly engaging surveys with 40% higher response rates. And as an icing on the cake, this enterprise feedback management software has also introduced video surveys to level up your game of engagement!
You can also automate your feedback surveys to forward it to customers at regular periods of time and when that’s the case there’s no question of nagging at all! The mobile-first surveys thus created, can be shared through multiple channels including emails, SMS, QR code, widgets and weblinks.
Also, leverage NPS surveys, create chatbots with minimal coding, manage and segment the audience and integrate seamlessly with a third party application using this intuitive EFM software.
Summing Up: Though a tad young, the feature-rich tool, with its slew of templates and themes, personalisation options, click-free dashboards, closing-the-feedback-loop approach, along with a reliable customer support system has garnered quite a good number of happy customers worldwide. Well, the tool’s mighty good then!
Pricing: Basic Plan starts at $19. Free Version Available.
Quite a well-known name in the enterprise feedback management arena, Qualtrics makes it next to our list. This EFM software works beyond perfection when it comes to researches especially academic researches.
With Qualtrics, you can collaborate with your team for survey creation with a single click, and customize your surveys effortlessly to give it the look and feel of your brand. Also, access this enterprise feedback management software from a company-wide login, leverage transaction triggered surveys, segment user accounts and receive insightful analytical reports.
Summing Up: All in all, Qualtrics with its in-depth analysis, diverse question types and its neat, easy-to-build surveys does make it a feedback management system with an outlook that’s fairly enterprise-ey. However, their clients do point out that the tool has a clunky user interface. If that’s a put-off, you may want to consider Qualtrics alternatives as well.
Pricing: Contact to get a quote
ConfirmIt is an enterprise feedback management software that helps you overcome almost any roadblocks concerning customer or employee feedback. You can choose from a series of data collection modes, deploy full panel management and collect data through multiple channels.
ConfirmIt also offers various other features like a drag and drop interface, data analysis tools, mobile survey, text analysis and pre-defined question templates.
Summing Up: Overall, ConfirmIt does seem to be a decent EFM software, but on the downside, it has a steep learning curve and you might need to have some programming know-how to make the most of the platform.
Pricing: Request for a quote.
Medallia is not a name that’s unheard of when it comes to enterprise feedback management. This comprehensive EFM software helps you conduct surveys and garner feedback from audiences effortlessly.
Medallia lets you collect feedback through a myriad of channels which includes email, in-app, conversational messages, web and other connected devices. Analyse every touchpoint in every customer journey, leverage AI and machine learning to predict customer behaviour, hyper-target and uncover patterns and opportunities for business growth.
Summing Up: Medallia’s features facilitating real-time insights, in-depth text analytics and customisation are much loved by the customers and makes it an EFM solution to be considered.
Pricing: Contact for a quote
Wootric is an enterprise feedback management software that focuses mainly on Net Promoter Score, CSAT and CES surveys to channel qualitative feedbacks from customers across every customer journey touchpoints.
Wootric offers you supportive integrations with Salesforce, Intercom, Slack, Hubspot etc. and multiple channels to share surveys to deliver a seamless experience in creating and distributing surveys. The notable features of Wootrics include AI-driven text and sentimental analytics, customer segmentation, powerful dashboard and negative feedback management.
Summing Up: Wootric does seem to be a great EFM software with its decent suite of features, responsive customer support, and intuitivity, however, the customization abilities of the platform is limited.
Pricing: Starts at $89 per month.
Make value-driven business decisions aided by the enterprise feedback management system of InMoment. The EFM software powered by business intelligence features three clouds which are the Customer Experience Cloud, Employee Experience Cloud and Market Experience Cloud to deliver a comprehensive solution for the clients.
The Experience Intelligent Platform of InMoment (XI) is amped up by data science to help you segment audience, analyse customer behaviour and customer data in detail.
Summing Up: InMoment is indeed an attractive choice for an enterprise feedback management software, thanks to its insightful dashboard and an excellent suite of features but do look out for the slight glitches in their customer satisfaction surveys.
Pricing: Request for quote
One of the top players in the market, CustomerGauge helps you in enhancing customer satisfaction, retain customers and reduce churn rates through its first-rate enterprise feedback management solutions.
The EFM software houses a suite of features like customer health score, win/loss analysis, survey management, in-depth analytics, sentiment analysis, dashboard and negative feedback management. The platform mainly focuses on NPS surveys.
Summing Up: Flexible reporting tools, in-depth analytics, a decent dashboard and a responsive customer support team are definitely the blue-ribbon features of the tool. However, the clunky UI of the EFM platform is one its major drawbacks.
Pricing: Contact to get a quotation
MaritzCX is yet another enterprise feedback management software that is making big in the arena with its seamless feedback collection systems. Backed by AI and machine learning the platform combines CX software, deep vertical market expertise, and data and research sciences, MaritzCX offers extensive enterprise feedback management.
You can employ features like custom survey URLs, email marketing, offline response collection, question library, customer segmentation, multi-channel data collection and predictive analytics.
Summing Up: MaritzCX has quite an impressive list of features along with an intuitive and efficient dashboard, but it does have its limitations when it comes to integrations and also exhibits a steep learning curve.
Pricing: Request for a Quotation
9. NICE Satmetrix
NICE Satmetrix is one of the popular enterprise feedback management providers in the market. Though not as appealing in looks as its peers, the UI of this tool is quite intuitive. Automate survey uploading procedures, configure reports, set up alerts and manage escalation with the platform
Collect, integrate and analyse feedback data and take relevant measures and actions based on the insightful reports of the EFM software.
Summing Up: Though NICE Satmetrix does have a list of satisfactory features, the slow navigation and the outdated interface of the EFM solution can be a put-off.
Price: Request for Quote
Predominantly a reputation management tool, BirdEye also makes for an excellent enterprise management software supported by its features. The platform claims to be trusted by 50,000 businesses of all sizes across the globe.
Procure insights into your customer experience with surveys, competitive benchmarking, review tracking and in-depth analytics. The comprehensive solution has a suite of features to its name which includes customisation abilities, robust dashboard, customer segmentation, predictive analytics, negative feedback management, text analysis and sentiment analysis.
Summing Up: Seems like the intuitive EFM software, with its ease of setup, a good suite of features and support quality have impressed their clientele.
Pricing: Contact for a quote
There you go! That was our list for the 10 best enterprise feedback management software of 2020.
The big fishes of the business world remain so, due to their unwavering and effective efforts to make their customers happy. If you are planning to be among the likes of such organizations, you need to make your customers super happy. An enterprise feedback management can help you tremendously in such a journey towards growth.
So, now, it is your turn. Compare the features of each tool in the list with the requirements and goals of your enterprise and choose one that’s the best fit.
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