A Roundup of the 45 Top Voice of the Customer Tools in 2020

2020-10-05

By Jack Miller

Gathering voice of the customer data is an essential component of CX strategy, especially when it comes to building out accurate customer journey maps. And the good news is that there are a lot of voice of the customer tools and customer feedback sources out there that can help. Below we break down our top 45 picks for the best voice of the customer tools on the market so you can better understand your options, all of which integrate with Chattermill.

A Breakdown of 45 Voice of Customer Tools

1. Chattermill

voice-of-customer-chattermill

Chattermill uses cutting edge artificial intelligence to analyze customer feedback across multiple touchpoints in order for organizations to harness customer insights at scale, boost customer loyalty, and increase brand advocacy. Chattermill combines machine learning with a deep understanding of a company and its customers, seamlessly integrating with any system used to collect feedback. It then delivers precise, actionable insights enabling partners to have a complete, objective understanding of their customers every day.

Starting Price: $ (free trial)

2. Zendesk

voice-of-customer-zendesk

Zendesk is a service-first CRM company that builds software designed to improve customer relationships. From large enterprises to start-ups, Zendesk believes that powerful, innovative customer experience should be within reach for every company, no matter the size, industry, or ambition.

Starting Price: $

3. Customer Thermometer

voice-of-customer-customer-thermometer

Customer Thermometer is a customer satisfaction survey customers can answer from their inbox. Companies can write, create, and send branded emails in seconds. Customers can click directly from their email inbox and companies can track their responses in real-time. Users can also embed icons into a range of popular software tools, to enable real-time feedback on any topic.

Starting Price: $

4. Stella Connect

voice-of-customer-stella-connect

Stella Connect helps customer service agents be happier and higher performing at work and therefore deliver better customer experiences. They’ve developed a customer feedback and quality management platform that is designed specifically for customer service teams. With Stella Connect, companies can harness agent-level customer feedback and deliver high impact coaching and QA programs.

Starting Price: $$$

5. Survalyzer

voice-of-customer-survalyzer

Survalyzer supports market researchers, educational and scientific institutions, public institutions, and companies in creating, sampling, and evaluating surveys to provide quick and agile insights. Users can conduct insightful surveys and gain valuable feedback, monitor customer experience and employee experience (EX), and conclude with shareable reports and dashboards.

Starting Price: $$$

6. Intercom

voice-of-customer-intercom

Intercom helps build customer relationships through conversational, messenger-based experiences across the customer journey. Their tools allow businesses to convert more website visitors into customers with targeted messages, bots, and real-time chat, onboard, activate, and re-engage customers with targeted messages, product tours, and email campaigns, and provide high-quality, personalized help at any scale by layering human, self-serve, and proactive support.

Starting Price: $

7. Outlook Mail

voice-of-customer-outlook-mail

This free email and calendar service from Microsoft offers a plethora of tools to help foster better communication both internally and externally. They also offer premium options and an enterprise-grade security system. For small companies, Outlook can be an ideal tool for integrating with other customer survey and data collection tools.

Starting Price: Free

8. Sprinklr

voice-of-customer-sprinklr

Sprinklr is a provider of enterprise software for customer experience management. It helps brands turn public conversations on modern channels into valuable insights to improve marketing, advertising, customer service, product development, and more. Sprinklr’s unified platform allows siloed teams to collaborate and deliver memorable customer experiences at scale.

Starting Price: $$$$

9. Olark

voice-of-customer-olark

Olark is easy-to-use live chat software that lets users talk to customers on their websites. Olark can help track leads, drive sales, increase conversions, and provide great customer service. Real-time visitor information like login name, geographic location, purchase history, and cart contents help personalize every interaction and strengthen customer relationships.

Starting Price: $$

10. Track.co

voice-of-customer-track

Track.co is a reference technology used for the monitoring and management of customer satisfaction. Track.co specializes in monitoring Net Promoter Score, one of the key indicators of customer satisfaction performance. In addition, Track.co offers NPS and customer satisfaction surveys through WhatsApp.

Starting Price: $$$$$ NPS Specialty: Yes

11. Nicereply

voice-of-customer-nicereply

Nicereply specializes in uncovering insights about customer satisfaction, loyalty, advocacy, and more. They provide branded, one-click surveys to help businesses measure improvements and predict future trends with real-time CSAT, CES, and NPS feedback.

Starting Price: $$$ NPS Specialty: Yes

12. SatisMeter

voice-of-customer-satismeter

SatisMeter is a multi-channel platform that improves customer retention by collecting in-app feedback using the Net Promoter System. Its primary users are mobile and web app owners and developers, growth hackers, and marketers. By collecting actionable feedback with the option of channeling it through additional outside services, SatisMeter enables improvement of both product and customer loyalty.

Starting Price: $$$ NPS Specialty: Yes

13. LiveChat

voice-of-customer-livechat

LiveChat is a real-time, live-chat software tool for e-commerce sales and support that is helping to create a new sales channel. LiveChat’s web-based, desktop, and mobile apps allow companies to keep in touch with website visitors. It facilitates reaching and engaging with website prospects and helping them make purchasing decisions.

Starting Price: $$

14. Deskpro

voice-of-customer-deskpro

Deskpro is a help desk software solution that allows companies to manage their communication with their customers and user base across multiple channels; email, live chat, voice, and social media. It includes all relevant support tools such as ticketing, live chat, CRM, and knowledgebase.

Starting Price: $$

15. Salesforce

voice-of-customer-salesforce

Salesforce unites marketing, sales, commerce, service, and IT teams from anywhere under one integrated CRM platform that powers an entire suite of connected apps. It’s used for engaging customers through digital marketing, scaling e-commerce businesses, and providing customer service, along with many other essential functions.

Starting Price: $$

16. Savanta

voice-of-customer-savanta

Savanta is a fast-growing data, market research, and advisory company. It specializes in data collection and ops, intelligence products that collect information on customers and the market, and research and consulting to drive commercial transformation.

Starting Price: $$$

17. Typeform

voice-of-customer-typeform

Typeform turns average forms and surveys into a powerful brand communication tool for any business. It allows companies to create forms, surveys, quizzes, and more in order to grow an engaged audience, improve just about anything, and validate (or invalidate) new ideas.

Starting Price: $

18. SurveyMonkey

voice-of-customer-surveymonkey

Though surveys are its bread and butter, SurveyMonkey is committed to building new ways for people to share their voices and opinions. It combined an enterprise-grade platform with a suite of specialized market research and customer experience solutions, along with numerous business-critical integrations. All products and solutions are designed to put the power of feedback in the hands of organizations of all sizes.

Starting Price: $

19. SurveyGizmo

voice-of-customer-surveygizmo

SurveyGizmo’s mission is to put feedback in the hands of the people who can take action, through the systems they use every day. It does this by helping businesses collect the best feedback from any source, integrate that feedback into core business applications, and consolidate and connect feedback across the organization to provide insight and meet the high standards of information security, data governance, and cost management.

Starting Price: $$

20. Google Play

voice-of-customer-google-play

Google Play (the app, book, music, TV, you name it store for Android) can be a great source of customer feedback data for any number of company types. Just like many other review sites, users are able to leave open-ended feedback and star ratings. This can be an especially valuable source for app developers and companies who won’t have as many feedback channels as other types of businesses.

Starting Price: Free

21. Apple App Store

voice-of-customer-apple-app-store

Just like Google Play, the App Store (Apple’s distribution platform for apps, games, books, TV, etc.) is another great place to gather voice of the customer data through star ratings and written reviews. Again, this is an especially valuable source of feedback for app-based companies.

Starting Price: Free

22. Trustpilot

voice-of-customer-trustpilot

Trustpilot allows companies of any size to collect customer reviews on their sites with a tool that is free and open to all. Trustpilot specializes in helping businesses with areas like online reputation management, customer feedback, social merchant reputation, social reviews, and consumer trust.

Starting Price: $$$

23. Yotpo

voice-of-customer-yotpo

Yotpo is an e-commerce marketing platform used to accelerate direct-to-consumer growth. Its single-platform approach integrates data-driven solutions for reviews, loyalty, and SMS marketing, in order to create higher-converting experiences that spark and sustain customer relationships.

Starting Price: $$$

24. Usabilla

voice-of-customer-usabilla

Usabilla specializes in customer feedback surveys to help companies become more customer-centric and improve digital experiences on websites, apps and emails. Through targeted surveys and embedded feedback options, companies can acquire the solutions to capture the voice of their customers by collecting quantitative along with qualitative data.

Starting Price: $$$$

25. Wootric

voice-of-customer-wootric

Wootric is a software for measuring and boosting customer happiness by tracking core CX metrics with microsurveys. These metrics include Net Promoter Score, Customer Satisfaction, and Customer Effort Score and are collected using surveys inside web and native mobile apps, via email, and via SMS. Wootric's customizable surveys provide a real-time, accurate measure of customer sentiment.

Starting Price: $$$

26. Trusted Shops

voice-of-customer-trusted-shops

Using its “trustmark” seal of approval, Trusted Shops checks online shops for compliance with quality criteria including service level and legal requirements. Sites that pass this criteria are awarded the trustmark to display to consumers. The sense of trust resulting from this makes security tangible for online shoppers and helps ensure authentic customer reviews.

Starting Price: $$$

27. Delighted

voice-of-customer-delighted

Delighted uses the Net Promoter system to gather real feedback from customers via single-question surveys. They rate products and services and provide feedback in their own words, which then appears instantly in the Delighted dashboard. Delighted allows users to survey customers in multiple ways including email, web, and SMS, and works to ensure customers are never over-surveyed.

Starting Price: $$$$ NPS Specialty: Yes

28. Iterate.ai

voice-of-customer-iterate-ai

Iterate.ai augments open innovation and digital transformation initiatives by providing two patent-pending Clouds. The Evaluation Cloud monitors dozens of emerging trends, 400,000 startups, white-label intrapreneurship programs, and technology curations. The Execution Cloud includes a low-code, drag-n-drop Microservices platform that corporations use to build digital prototypes and deploy solutions 10X faster.

Starting Price: Not specified

29. Questback

voice-of-customer-questback

Questback is a person-based feedback platform that aims to help companies understand customers, engage employees, and outperform markets. It does this through scalable solutions that facilitate dialogue across an engagement lifestyle. This is designed to help global enterprises enhance employee productivity and customer loyalty. Questback tracks and captures ad-hoc, scheduled, process-based, and on-demand feedback.

Starting Price: $$$

30. Feefo

voice-of-customer-feefo

Feefo is a reviews company that works to increase conversion rates, improve SEO, and reduce churn by applying smart technologies like artificial intelligence and machine learning to customer reviews. Its goal is to help businesses build relationships with customers and improve brand reputation.

Starting Price: $$$

31. Freshdesk

voice-of-customer-freshdesk

Freshworks provides organizations of all sizes with SaaS customer engagement solutions. This makes it easier for support, sales and marketing professionals to communicate effectively with customers for better service and collaborate with team members to resolve customer issues. Its cloud-based tool Freshdesk enables companies to use omnichannel, bot, and self-service solutions for customer service.

Starting Price: $$

32. Qualtrics

voice-of-customer-qualtrics

Using surveys, Qualtrics works to close the feedback loop for both customers and employees. Its tools allow business owners to collect feedback at every interaction and touchpoint and automate the routing to the best person to address the piece of feedback.

Price: $$$$

33. Qualaroo

voice-of-customer-qualaroo

Qualaroo is a SaaS company that enables companies to gain insights from their prospects and customers “in the moment,” while they are using a website or app. Qualaroo makes it possible to target prompts by user behavior, specified needs, demographics, or any other internal data. These “Nudges” can be used to get insights about visitors to influence their behavior.

Starting Price: $$$$

34. Khoros

voice-of-customer-khoros

Khoros helps enterprise brands connect with customers through three different software solutions designed to scale digital care, build brand communities, and optimize social media marketing. It does this through modernizing a company’s contact center, creating better CX for increased customer loyalty, and helping to scale businesses with feedback.

Starting Price: $$$$

35. Sprout Social

voice-of-customer-sprout-social

Sprout Social is a social media scheduling, publishing, and analytics tool that enables brands to find, form, and deepen the connections with their social audience. Its areas of expertise include social media management, Facebook, Twitter, Instagram, LinkedIn, Pinterest, social media ROI, and social listening.

Starting Price: $$$

36. Mopinion

voice-of-customer-mopinion

Mopinion is an all-in-one user feedback platform that helps digital enterprises listen, understand, and act across all digital touchpoints (web, mobile, and email). Using customer feedback surveys, it powers digital teams by offering a feedback collection and analysis solution that supports users’ desires for data discovery.

Starting Price: $$

37. OpinionLab

voice-of-customer-opinion-lab

OpinionLab empowers companies to leverage the voice of the customer to make smarter and faster business decisions. By giving customers a voice from within their customer experience, companies can capture rich context regarding their feedback and then apply advanced analytics to take real-time and targeted action.

Starting Price: $$$

38. Google Maps Reviews

voice-of-customer-google-maps-reviews

Gathering customer feedback from Google Reviews is another data source that companies should be integrating into their voice of the customer programs. Google Reviews allows users to leave quantitative feedback in the form of star ratings, along with unstructured feedback in the form of written reviews. Google Reviews are an especially important source for restaurants, museums, and other points of interest.

Starting Price: Free

39. Ask Nicely

voice-of-customer-ask-nicely

AskNicely’s mission is to help businesses drive customer happiness by collecting feedback directly after an experience (based on the NPS framework) and enabling employees to take immediate action. AskNicely is a customer experience coach that fits in your pocket and works to train and motivate frontline teams.

Starting Price: $$ NPS Specialty: Yes

40. Dixa

voice-of-customer-dixa

Dixa is a customer service and engagement platform that unifies customer-facing communication in one view. Dixa supports phone, email, live chat, Messenger, and WhatsApp integration to make sure agents have the necessary customer data to provide good customer service.

Starting Price: $$$

41. Reviews.io

voice-of-customer-reviews-io

Reviews.io gives companies the tools to collect and manage reviews across a range of third-party platforms, as well as its own, giving companies control over their online reputations. They focus on word-of-mouth marketing so built a product that helps businesses monitor and grow their online reputation through the power of review collection and management.

Starting Price: $$$

42. Zendesk Sunshine

voice-of-customer-zendesk-sunshine

Formerly known as Smooch, Sunshine Conversations is part of Zendesk’s open and flexible CRM platform, Zendesk Sunshine, which helps businesses connect customer data in order to deliver the best customer experiences. With Sunshine Conversations, companies can unify conversations across every digital channel to ensure that key business functions such as sales, service, and marketing have the context needed to provide the best customer experiences.

Starting Price: $$$$

43. Medallia

voice-of-customer-medallia

Medallia captures experience signals created on daily journeys in person, on calls and digital channels, over video and social media and IoT interactions and applies proprietary AI technology to reveal personalized and predictive insights that can drive action with business results.

Starting Price: $$$$$

44. AppFollow

voice-of-customer-appfollow

AppFollow provides tools and resources to help boost mobile app growth and increase customer loyalty. The platform does this by using ASO, easy app reviews and replies management from one place, integration with Slack and the most popular help desk platforms, and step-by-step, ready to implement guides for app success.

Starting Price: $$

45. Appfigures

voice-of-customer-appfigures

Appfigures is an app analytics, optimization, and intelligence solution for developers, publishers, marketers, and analysts. Appfigures allows companies to easily analyze revenue from app downloads and in-app purchases, subscriptions, and ads together to see the complete picture and benchmark growth.

Starting Price: $$

We hope this roundup of voice of the customer tools helps you make the right decision for your business. Closing the customer feedback loop requires data from multiple sources, and many companies find integrating several of these tools creates the best results for their CX. Take a look at our integrations page to learn more about which tools you can use alongside Chattermill.

Power your CX with Chattermill