Best Customer Feedback Tools in 2024 to Scale Your Business

November 19, 2024 |

11 min read

by Harish Kumar

an illustration of best customer feedback tools

Customer feedback is like a mirror—it reflects how well you're meeting your customers' needs. Using the right customer feedback tools can make collecting and managing this valuable input a breeze.

In this post, we'll explore what these tools are, why they're essential, the different types available, and a list of the best ones to help you choose.

What Are Customer Feedback Tools?

Customer feedback tools are software solutions that help you collect, organize, and manage feedback from your customers. These tools enable you to understand your customers better, make improvements, and build stronger relationships.

Why Collecting Customer Feedback is Important?

Helps you understand what your customers like, dislike, or need.
Gives you ideas to improve your product or service.
Shows customers you care about their opinions, building loyalty.
Helps you make smarter decisions with real customer insights.
Makes customers feel valued, increasing their satisfaction.

Types of Customer Feedback Tools

Survey Tools: Collect direct responses through surveys or questionnaires.
Live Chat Tools: Provide real-time support and get feedback on interactions.
Review Management Tools: Monitor and manage customer reviews on various platforms.
Social Listening Tools: Track feedback from social media platforms.
Net Promoter Score (NPS) Tools: Measure customer loyalty with a simple question: “Would you recommend us?”

5 Best Customer Feedback Survey Tools

1. Formester

Formester is a versatile customer feedback collection tool designed to simplify feedback gathering with its user-friendly forms. It combines power and simplicity to help businesses understand their customers better.

Key Features:

AI-powered form builder to create forms instantly.
Conditional logic to show/hide questions based on responses.
Outcome-based quizzes for personalized feedback.
Real-time analytics to track feedback trends.
Multilingual support for global reach.

Pricing: Free, Get 40% off on yearly plans this Black Friday!

Best For: Businesses and agencies that want an all-in-one, affordable customer feedback management tool.

2. SurveyMonkey

SurveyMonkey is one of the most popular tools for creating detailed customer surveys.

Key Features:

Drag-and-drop survey builder.
Pre-built survey templates for quick setup.
Integration with apps like Slack and Salesforce.
In-depth reporting and analysis tools.

Pricing: Starts at $25/month.

Best For: Larger businesses that need detailed survey reports.

3. Typeform

Typeform is a stylish and interactive survey tool that focuses on user experience.

Key Features:

Beautiful and engaging forms.
Logic jumps to personalize surveys.
Data export to apps like Google Sheets.
Customizable design options.

Pricing: Free plan available, paid plans start at $25/month.

Best For: Businesses that want to create visually appealing surveys.

4. Google Forms

Google Forms is a free tool for creating simple surveys and collecting feedback.

Key Features:

100% free to use.
Easy collaboration and sharing.
Real-time response tracking.
Works seamlessly with other Google apps.

Pricing: Free!

Best For: Individuals and small businesses on a tight budget.

5. HubSpot Feedback Surveys

HubSpot provides built-in feedback tools as part of its CRM, allowing you to manage customer relationships alongside feedback.

Key Features:

NPS, CES, and CSAT surveys.
Integration with the HubSpot CRM.
Feedback dashboards for quick insights.
Custom branding for surveys.

Pricing: To create feedback surveys in Hubspot, you’ll need either the Professional plan starting at $450/month or the Enterprise plan starting at $1,200/month.

Best For: Businesses already using HubSpot CRM.

5 Best Live Chat Tools

1. LiveChat

LiveChat is one of the best live chat tools for businesses that want quick customer communication. Its easy setup and clean interface make it ideal for companies of any size.

Key Features:

Customizable chat widgets to match your brand.
AI-powered chatbots for instant answers.
Detailed analytics to track customer interactions.
Multichannel support for email, social media, and more.

Pricing: Free 14-day trial then the pricing starts at $20/month per agent.

Best For: Businesses looking for a reliable and user-friendly live chat tool.

2. Zendesk Chat

Zendesk Chat simplifies customer service with its sleek and efficient design. It's part of the larger Zendesk ecosystem, making it great for teams already using their tools.

Key Features:

Real-time chat with website visitors.
Proactive chat triggers based on customer behavior.
Integrations with CRM tools for better tracking.
Mobile app for on-the-go support.

Pricing: Starts at $19/month per agent.

Best For: Companies needing a live chat tool that works seamlessly with other Zendesk products.

3. Intercom

Intercom offers powerful live chat tools to help you connect with customers through your website or app. It's packed with automation features to save time while keeping chats personal.

Key Features:

Smart bots for 24/7 customer support.
Conversation routing to the right team.
Integration with over 250 tools, like Slack and Salesforce.
Customizable messages based on user behavior.

Pricing: Starts at $29/month.

Best For: Medium to large businesses that need advanced features and scalability.

4. Tawk.to

Tawk.to is a free live chat tool offering excellent features without any hidden costs. It’s perfect for small businesses or startups on a tight budget.

Key Features:

Unlimited agents and chats for free.
Chat tagging for better organization.
In-app messaging for mobile users.
Customizable widgets to match your brand.

Pricing: Free (with optional paid upgrades).

Best For: Startups and small businesses looking for affordable live chat tools.

5. HubSpot Live Chat

hubspot live.png

HubSpot Live Chat is a part of HubSpot’s CRM platform, making it a great option for managing leads and customer interactions in one place.

Key Features:

Automated chatbots for lead generation.
Integrated email and CRM tools.
Chat transcripts for better customer follow-up.
Easy setup with drag-and-drop customization.

Pricing: Free, with premium upgrades available.

Best For: Teams already using HubSpot who want a streamlined live chat tool.

5 Best Review Management Tools

1. Podium

Podium is one of the best review management software tools for small businesses. It simplifies collecting, managing, and responding to customer reviews across multiple platforms.

Key Features:

Automated review requests via text or email.
Centralized dashboard for managing reviews.
Integration with platforms like Google and Facebook.
Insights to track customer sentiment.

Pricing: Starts at $399/month.

Best For: Small businesses looking for an all-in-one best review software solution.

2. Birdeye

Birdeye is a comprehensive tool for managing reviews and boosting your online reputation. It’s easy to use and packed with features that help you grow your business.

Key Features:

Automates review requests with customizable templates.
Respond to reviews directly from the dashboard.
Analyze trends with sentiment analysis.
Monitor reviews from 200+ sites.

Pricing: Starts at $299/month.

Best For: Businesses seeking a powerful review management software with analytics.

3. Yotpo

Yotpo is one of the best review software for small businesses that also focuses on enhancing customer loyalty. It’s ideal for eCommerce brands.

Key Features:

Collect reviews through automated post-purchase emails.
Display reviews on your website for social proof.
Integration with Shopify, WooCommerce, and more.
Customizable widgets for showcasing reviews.

Pricing: Free basic plan, paid plans start at $15/month.

Best For: Online stores that want review collection and marketing tools in one place.

4. Trustpilot

Trustpilot is a leading review management software trusted by businesses worldwide. It helps you gather customer reviews and build trust with your audience.

Key Features:

Collect reviews with a simple email or link.
SEO-optimized review pages to boost search rankings.
Widgets to showcase reviews on your site.
Analytics to monitor customer feedback.

Pricing: Starts at $259/month.

Best For: Businesses aiming to improve visibility and reputation with customer reviews.

5. Grade.us

grade us.png

Grade.us is one of the best review software for small businesses, offering excellent tools for review collection and management. It’s simple and affordable.

Key Features:

Request reviews via email, SMS, or social media.
Automate review follow-ups to boost response rates.
Track reviews from multiple platforms in one place.
Create widgets to display reviews on your site.

Pricing: Free 14 day trial available, paid plans start at $25 per seat/month.

Best For: Small businesses that need affordable and effective review management software.

1. Brandwatch

Brandwatch is one of the top social listening tools for businesses looking to track online conversations about their brand. Its powerful analytics make it a favorite among marketers.

Key Features:

Monitor brand mentions across social media and the web.
AI-driven sentiment analysis to understand customer feelings.
Customizable dashboards for detailed insights.
Competitor benchmarking for strategic planning.

Pricing: Custom pricing based on features.

Best For: Large businesses needing advanced social media listening tools.

2. Hootsuite Insights

Hootsuite Insights, powered by Brandwatch, helps you track what people say about your brand in real time. It integrates well with Hootsuite’s social media management platform.

Key Features:

Real-time tracking of mentions on social media.
Sentiment analysis to gauge public opinion.
Trend discovery to identify what’s popular in your niche.
Integration with Hootsuite for seamless workflow.

Pricing: Free 30-day trial available, paid plans start at $99/month.

Best For: Businesses already using Hootsuite for managing social media.

Sprout Social offers easy-to-use social media listening tools that help businesses monitor conversations, track competitors, and engage with their audience.

Key Features:

Social listening to track brand mentions and hashtags.
Detailed audience insights for better targeting.
Competitor analysis to stay ahead in the market.
Reporting features to track performance over time.

Pricing: Starts at $199/month.

Best For: Medium to large businesses wanting a comprehensive social listening tool.

4. Talkwalker

Talkwalker is one of the most versatile social media listening tools, offering deep insights into customer sentiment and industry trends.

Key Features: Monitor mentions across 10+ social platforms and websites. Visualize data with easy-to-read reports. AI-powered sentiment and trend analysis. Competitive intelligence to track rivals.

Pricing: Custom pricing available.

Best For: Brands and agencies needing powerful analytics and insights.

social search.png

Social Searcher is a great option for those looking for free social listening tools to monitor brand mentions and keywords online.

Key Features:

Track mentions across major social platforms for free.
Export data for deeper analysis.
Sentiment analysis for a basic understanding of opinions.
Easy keyword tracking setup.

Pricing: Free plan available, premium plans start at €3.49/month.

Best For: Small businesses or individuals seeking affordable or free social listening tools.