Did you know that a study by Temkin Group revealed that if businesses with USD 1 billion yearly revenue prioritize customer experience, they can gain USD 700 million extra in 3 years. A PwC report explains that 73% of consumers put customer experience as the main point to determine whether or not to buy a product/service from a company.
That is the reason why organizations are giving significant importance to customer experience and thereby doing everything they can do to enhance customer loyalty and reduce churn rate. But, how to know what customers want? That’s where enterprise feedback management software comes to the rescue.
Curious about this EFM software? Check our blog to learn what this software is about and the 8 best EFM tools.
Overview of Enterprise Feedback Management Software
EFM, or enterprise feedback management, is the process of gathering, managing, and analyzing customer feedback. In other words, EFM tools collect both qualitative and quantitative data that businesses use to improve their products and services.
EFM software and tools helps businesses gather actionable insights that will enhance customer experience. This system has become essential for organizations who want to understand their consumers better and know if they are meeting their expectations.
Key Features of Enterprise Feedback Management Software
There are hundreds of EFM tools in the market, but the best enterprise feedback management software and tools are equipped with the below-mentioned key features:
- Centralized data collection and management
- Advanced data analytics and reporting
- Customization of themes, survey designs, and more
- Multichannel feedback collection
- Automation of tedious processes
- Multilingual feedback options
- Seamless integrations with CRM and other tools
- Security compliance
List of the Best Enterprise Feedback Management Software & Tools
Here is a brief view of the list of the best enterprise feedback management software and tools you should know about:
- piHappiness
- Survicate
- SurveySparrow
- Medallia
- Contentsquare
- SurveyMonkey
- Zonka Feedback
- Salesforce Service Cloud
piHappiness
piHappiness is one of the best integrated multichannel software that helps you collect customer feedback via 6 different channels. There are different types of prebuilt survey templates that target various industries (of course, you can customize them). Also, the templates have various types of questions such as likert scale, closed-ended, open-ended, and more.
It is equipped with top-tier features like skip logic branching, CSAT & NPS®, survey reminders, survey summary, contacts management, etc. This feedback management tool allows you to send customized surveys with personalized brand designs to keep your company in the spotlight.
You can generate real-time reports and use advanced filters, which makes data analysis quick and easy. This tool easily integrates with software like Salesforce, HubSpot, Slack, and more. The best part is you can schedule a demo for free to see how everything works.
Pros:
- Has user-friendly interface
- Real-time customer feedback data
- Automated survey reminders
- Prebuilt templates are available for different industries
Cons:
- Limited free templates
Survicate
Here comes one of the most powerful enterprise-grade customer management software. It has numerous survey question types and templates and allows you to send surveys via email, SMS, website, mobile app, and more.
With its intuitive interface and AI-driven survey creator, you can build surveys quickly. As this software allows customization, you can personalize the surveys to fit your brand. Meanwhile, automated text analysis and advanced analytics tools make data analysis even easier.
Pros:
- Survey logic and branching
- Advanced targeting
- Robust real-time analytics
- Efficient and quick support
Cons:
- Learning curve for beginners
SurveySparrow
SurveySparrow is a one-of-a-kind feedback management tool for businesses of all sizes as it offers a conversation-type experience to the customers rather than filling in a form or survey. You can conduct various kinds of surveys, including NPS® surveys, video surveys, etc.
With advanced features like customizable templates, multichannel distribution, real-time reporting and analytics, automation of surveys, and security compliance, SurveySparrow is often considered one of the best options for conducting and analyzing customer feedback surveys.
Pros:
- Mobile-friendly design
- Seamless third-party integrations
- Affordable pricing
- White labeling
Cons:
- Limited templates and design options
Medallia
Medallia is one of the industry-favorite enterprise feedback management system tools that is used to collect customer and employee feedback. You can gather feedback from a wide range of channels like social media, in-app, web, etc.
One unique feature of Medallia is its advanced AI engine, which provides AI analytics and text and speech analysis, allowing you to find customer issues and rectify them quickly. It offers features like role-based reporting, customer journey mapping, action management, real-time alerts, and more.
Pros:
- Advanced AI engine
- Voice of customer insights
- Enterprise-grade security
- Self-service options
Cons:
- Complicated setup
Contentsquare
Contentsquare is an easy-to-use EFM tool that makes data analysis easy. It combines behavioral analytics with customer feedback to provide valuable insights into customer experience (CX) and user behavior.
It is primarily used by e-commerce, retail, and other enterprises who want to better understand the journeys, preferences, and pain points of customers. The platform offers an integrated approach, combining quantitative data with qualitative insights.
Pros:
- Comprehensive behavioral analytics
- Customization
- Actionable insights
- User-friendly dashboard
Cons:
- Some users reported that third-party integrations might slow down data analysis
SurveyMonkey
If you are in search of enterprise feedback management software that grows with your business needs, SurveyMonkey is the best choice. This is a highly scalable tool that offers flexible, solid feedback features, making survey creation and data collection easier.
This software has features that help you gather and analyze customer feedback easily, such as customization, 400+ templates, survey logic, survey reminders, recurring surveys, AI-driven insights, and more.
Pros:
- Huge question bank
- Deep integrations
- Flexible admin controls
- Great free plan
Cons:
- Limited customization options
Zonka Feedback
Next, we have one of the best feature-rich enterprise management software. It is equipped with features like customization, omnichannel feedback collection, real-time analytics and reporting, advanced customer segmentation, offline feedback collection, etc.
This tool gathers customer feedback and provides actionable insights. It is GDPR-compliant and offers secure cloud storage, so you can store confidential data without worrying about safety. It has an action management feature, so teams can easily set up workflows, automate processes, assign tasks, and more.
Pros:
- Flexible and scalable
- CSAT, CES, NPS®, etc.
- Auto tags responses
- Dedicated account manager
Cons:
- A little unintuitive and not beginner-friendly
Salesforce Service Cloud
Salesforce Service Cloud is another great enterprise feedback management software that integrates seamlessly with other Salesforce products, offering a complete solution for managing customer interactions. It has advanced features such as AI-driven analytics, automation, and in-depth reporting, making it a powerful tool for enterprise feedback management.
Salesforce Service Cloud can capture customer feedback from various sources like email, social media, chat, and surveys. Some of the most notable features include omnichannel routing, case management, service console, built-in automation, service planner, and remote assistant.
Pros:
- User-centric design
- Custom reports and dashboards
- AI service replies
- Quick case management
Cons:
- A little complex for new users
Wrapping Up
Businesses need to gather customer feedback and make improvements to retain existing customers and acquire new ones. For collecting and analyzing customer feedback, enterprise feedback management tools work best.
We have mentioned the top 8 EFM tools in our blog. When choosing any enterprise feedback management software, it is recommended to consider your goals, available features, customer support, and price of the tool.
If you are still confused about which software to choose, we recommend piHappiness. Check out the free templates today and conduct surveys for free to get hands-on experience.
