Frill.co

Top 19 Customer Feedback Software for SaaS Companies

October 21, 2020

Without customer feedback software, you can’t scale the way that you use feedback. Sure, you might have a system for taking certain customer support tickets and passing them along to QA and engineering, but that’s reactive.

In order to utilize qualitative and quantitative feedback, you need to proactively and consistently request that feedback, sort it, and implement it.

Trust us, spreadsheets and Trello boards are not the way to handle this.

Here are the top customer feedback software products for SaaS companies.

1. Frill

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What this customer feedback software does

With Frill, you can both capture and prioritize ideas from customers. Customers submit ideas and add multiple categories to them. (This way, they do the sorting for you.) Then your product team can review and prioritize the ideas, add them to your roadmap, and update customers with your changelog.

Pricing

Frill costs $50 per month, but you can currently sign up for free while the product is in beta.

Learn more about Frill.


2. Hotjar

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What this customer feedback software does:

Hotjar is a feedback tool that helps you make sense of your analytics data. For example, you might see a dropoff in conversions on a landing page in Google Analytics, but not understand why. In Hotjar, you can detect rage clicks, watch session recordings, and review heatmaps to help suss out the cause.

Pricing:

Hotjar’s costs vary widely based on your website traffic, but you can start off with a free plan. Most small businesses will need to pay between $39 and $99 per month.

Learn more about Hotjar.


3. Mouseflow

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What this customer feedback software does:

Similar to Hotjar, Mouseflow offers heatmaps and session replays to help SaaS companies analyze the customer experience. You can also use it to collect feedback on certain pages, such as a newly launched feature in a web app.

Pricing:

Plans range from free to $299 per month.

Learn more about Mouseflow.


4. Usersnap

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What this customer feedback software does:

With Usersnap, you can collect customer feedback in the form of screenshot bug reports and experience ratings. Consider it a mix of customer-driven QA and customer-driven product design.

Pricing:

Usersnap costs between $29 and $149 per month.

Learn more about Usersnap.


5. FullStory

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What this customer feedback software does:

FullStory is a tool that helps you view, search, and analyze every piece of the customer journey. The digital experience analytics platform includes funnel testing, session replays, heatmaps, and advanced searches. It’s used by web-based SaaS product teams and large global website teams alike.

Pricing:

As an enterprise-focused solution, FullStory doesn’t display their pricing and only offers custom plans.

Learn more about FullStory.


6. Mixpanel

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What this customer feedback software does:

As a product analytics suite, Mixpanel was designed specifically for SaaS companies. The software helps you understand your most popular features and identify your best users. While it isn’t a feedback tool per se, it does offer a way to collect analytics on the customer experience inside your app. So consider it the hidden feedback you wouldn’t have gotten otherwise.

Pricing:

Mixpanel has three plan tiers: free, $24 per month, and custom pricing.

Learn more about Mixpanel.


7. Pendo

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What this customer feedback software does:

Pendo is a fully featured product that includes product analytics, customer sentiment surveys, and in-app walkthroughs for onboarding and feature adoption.

Pricing:

Pendo has three plans, but doesn’t display pricing on their website.

Learn more about Pendo.

8. UserIQ

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What this customer feedback software does:

UserIQ is a customer feedback tool that is designed for customer success managers who want to collect feedback from specific accounts and also discover which accounts are at risk of churn (or aren’t utilizing the product as well as they could). The tool allows for more accurate personalization of customer success efforts.

Pricing:

UserIQ doesn’t publish their pricing on their site.

Learn more about UserIQ.

9. SurveyMonkey

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What this customer feedback software does:

SurveyMonkey is a very popular tool for surveys. Unfortunately, too many SaaS companies don’t survey their customers as frequently as they should. If you’re not sure what to ask, check out these 15 questions.

Pricing:

SurveyMonkey offers $25 per month and $75 per month plans.

Learn more about SurveyMonkey.


10. Survey Anyplace

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What this customer feedback software does:

SurveyAnyplace can be used for customer feedback surveys as well as assessments and quizzes. It offers multiple choice and open text form fields.

Pricing:

SurveyAnyplace has a $33 per month and $50 per month.

Learn more about SurveyAnyplace.


11. Qualaroo

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What this customer feedback software does:

Qualaroo is a user research and customer feedback software. It includes website and app feedback collection, exit surveys, and UX feedback. One of the best features is that you can target specific users for feedback.

Pricing:

Qualaroo has a free plan and also charges a fraction of a penny for pageviews of feedback requests.

Learn more about Qualaroo.


12. UseResponse

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What this customer feedback software does:

UseResponse offers a customer feedback portal along with their help desk software and customer service portal. With the feedback portal, you can have customers give you ideas and also vote on polls and questions about what features you should build next.

Pricing:

For the feedback software only, there are two plans: $49 per month and $149 per month.

Learn more about UseResponse.


13. Survicate

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What this customer feedback software does:

Survicate is Survey and NPS software that helps you collect customer feedback. Run surveys to targeted segments of customers and website users. Trigger surveys after users complete certain actions. In addition to surveys, you can also collect feedback on certain product features as well as make it easy for customers to request new features.

Pricing:

Survicate offers a free plan as well as paid plans from $49 to $249 per month.

Learn more about Survicate.


14. GetFeedback

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What this customer feedback software does:

GetFeedback is a customer experience software that helps you keep track of your average sentiment for every page or product feature so you can detect dips and issues. Most importantly, you can ask for feedback across a variety of communication channels, including SMS, email, websites, and mobile apps. GetFeedback integrates and combines all of these sources and helps you import the feedback into your other business tools.

Pricing:

GetFeedback doesn’t publish their pricing on their site, but they do offer a 14-day free trial so you can check it out for yourself.

Learn more about GetFeedback.


15. Podium

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What this customer feedback software does:

Podium is a communication platform that helps you message customers across multiple channels such as video chat and web chat. The tool also includes customer feedback features that are unlike what other products offer. There are no long surveys or links. Instead, there are just two short automated messages that ask a simple question. The product sends the questions when users are most engaged to increase the likelihood of them responding.

Pricing:

Podium only offers custom pricing.

Learn more about Podium.


16. UserReport

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What this customer feedback software does:

UserReport offers a survey widget and a feedback widget. The survey widget is a simple bit of code that you can add to your website to start collecting responses. You can gather NPS score ratings and also ask simple questions. Meanwhile, the feedback widget is where users can suggest product features and upvote on the features that other users have suggested.

Pricing:

UserReport only has custom pricing plans.

Learn more about UserReport.


17. AskNicely

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What this customer feedback software does:

As a customer experience platform, AskNicely helps you collect NPS ratings and gather feedback in a conversational way. You can ask users a simple question via webchat and then automate the follow-up questions based on the nature of their response.

Pricing:

AskNicely doesn’t publish their pricing on their site and only offers custom plans.

Learn more about AskNicely.


18. CustomerSure

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What this customer feedback software does:

With CustomerSure, collect feedback via NPS, CSAT, and customer effort score. More importantly, there are plenty of features to make it easier to act on what you learn from customer feedback. For example, it automatically flags urgent issues, and includes customer response features, issue prioritization, and feedback sharing with the right teams.

Pricing:

CustomerSure’s plans range from $259 to $1299 per month.

Learn more about CustomerSure.


19. Typeform

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What this customer feedback software does:

Typeform is a very popular tool that you can use for forms, surveys, and quizzes. It’s well known for having a simple user interface that presents just one question at a time. It’s a great option for collecting feedback from customers with a survey link sent via email.

Pricing:

With their free plan, you can collect just 100 responses. For more responses consider their paid plans ranging from $35 per month to $70 per month.

Because customer feedback is so important, you should choose a tool that not only makes it easy for customers to give feedback, but also helps you implement that feedback.