Top 10 Best Customer Feedback Tools

With the explosion of Web 2.0 startups a need was generated for a good customer feedback tool to manage bugs and feature request. We compared top 10 of these tools so you don’t have to.

Name	Price	Score
Get Satisfaction	Starting from $19/mo	Excellent
UserEcho	Starting from $0 to $59 per month	Excellent
IdeaScale	Starting from $0 to $99 per month	Good
CrowdSound	Starting from $0 to $10 per month	Good
UserVoice	Starting from $0 to $589 per month	Excellent
DeskPro	Starting from $195 to $2495	Excellent
ZenDesk	Starting from $9 to $59 per month	Excellent
GroupSite	Starting from $0 to $99 per month	Excellent
Passenger	On Request	Good
Kampyle	Starting from $99 to $999 per month	Good

Get Satisfaction

Get Satisfaction is a unique customer service platform that lets customers and employees interact in a forum-type setting. Setting up customer support through a forum may seem like a bad idea, but it actually has several benefits for both parties. Whenever a customer submits a question or concern through Get Satisfaction, the application searches the forums for previous posts that sound similar. If another customer has already asked the same question, the customer will see it and be able to read the answer. The customer gets his answer quickly, and the company doesn’t have to pay an employee to answer the same question over and over again. Everyone wins!

Pricing: Starting from $19/mo

Verdict: Get Satisfaction has an easy-to-use interface, with cute little emoticons that allow customers and employees to express emotion.

Rating: Excellent

UserEcho

UserEcho is another simple and effective easy to use customer feedback service. To use this service, you must create an account first. With prices ranging between 0 to 59 US per month, the website has a simple but effective navigation system, although you can later customize it to get along with your own website. For assistance you can access to a complete FAQ session ready to help you. They offer the service in 4 different languages, more than most of the feedback sites we have seen this far. The company claims to have done 859 projects so far with 2,742 people submitting more than 5 thousand ideas.

Pricing: Starting from $0 to $59 per month

Verdict: UserEcho has a very powerful set of statics to support its hallmark in the customer feedback area. With a very affordable price plan, this service also has a very intuitive user interface and easily understandable structure.

Rating: Excellent

IdeaScale

IdeaScale itself works as a social network, in which you have the opportunity to create a hosted space after making an account, which can start with a free one and getting up to $99 per month accounts. Though the system lacks a bit in backtracking, but good navigability in general terms. They have a Live Help section to allow you to send your questions and suggestions. In terms of design we found some identity problems, due to the change of colors from one window to another. Although is a hosted service, you receive a lot of customization freedom inside your site.

Pricing: Starting from $0 to $99 per month

Verdict: With a philosophy of “Pay as you go – No Contracts, No Setup Fees, No Termination Fees”, IdeaScale has many features like Customizable to look like your own website, Ability to attach and upload files on some plans, Custom URL on the corporate plan, Ability to moderate comments and ideas, SSL Secure connection in higher plans.

Rating: Good

CrowdSound

Crowdsound.com provides an easy to use tool for providing customer or employee feedback on a company’s website or intranet. The site allows users to create suggestions, which can be voted on by customers or employees by simply clicking on “Thumbs up” or “Thumbs down”. Users can also leave comments about suggestions. The site generates the code for a widget which can be placed on the user’s website that allows visitors to vote on the suggestion. Users of the site have a convenient top menu bar for navigation, with tabs for Dashboard, Suggestions, Buckets, Categories, Tags, Flags and People. A Bucket is a logical group of suggestions. Suggestions are placed in the default Bucket when they are created, and can be moved to another Bucket by the administrator.

Pricing: Starting from $0 to $10 per month

Verdict: Crowdsound.com is recommended to anyone who wishes to allow suggestions to be submitted by visitors to their website. It is an ideal tool for the website owner or for the manager who wishes to collect suggestions from visitors or from employees on the company’s intranet.

Rating: Good

UserVoice

One of the best feedback sites around is User Voice. For start, you must register on the site either through a web 2.0 account or directly on the website. You have the option of begin with a free account so you can check the service and then decide if and then decide whether to stay with the free account or purchase a premium, whose prices range from $19 to $589 per month. The website possesses a sober design, consisting on a orange-white-black palette mainly, it’s also easy to navigate either from the footer or the header. You can also find a Help section that offers you assistance, either from the FAQ or a popup window to ask questions in real time to the administrators of the site.

Pricing: Starting from $0 to $589 per month

Verdict: UserVoice is perfect for businesses of any size, it’s very important for any business to stay in touch with their customers and learn about what they want. Using UserVoice is one of the most cost effective ways of doing this. UserVoice simplifies the process of listening to your customers, and is a lot cheaper than a focus group.

Rating: Excellent

DeskPro

DeskPRO is an advanced web/email support system. Features email processing, attachments, custom fields, multi lingual, calendar, tasks, instant replies, custom reporting, visible source, pms, over 60 settings, tech permissions, payment functions, advanced FAQ, saved search queries, escalations and much much more.

Pricing: Starting from $195 to $2495

Verdict: One of the best things of Deskpro is that is a free service, with plenty of tools; If you need assistance, you can reach for the documentation section or use the live chat service. In terms of design, it’s not the greatest site in the world, but it fulfills its function.

Rating: Excellent

ZenDesk

Zendesk is a hosted service that integrates inside your website and allows you to start communicating with the audience. Unlike some of the sites we have mentioned this far, Zendesk has no connectivity to the web 2.0 sites and only allows the user to register by simply creating and account and a site address. At first you can start with a free 30 day trial, but then you need to purchase a premium account, whose prices can range from $9 to $59 per month.

Pricing: Starting from $9 to $59 per month.

Verdict: Zendesk is an easy to use help desk with a range of options for enterprise users. API, widgets for adding html to the homepage of your desktop, and html email templates all are added into the versatile Zendesk to make it a pragmatic approach to help desks

Rating: Excellent

GroupSite

If you are interested in working with Groupsite, you can start by creating a free account and then upgrade it to a mega account, which you can get for $99 per month. The site possesses a well planned navigation system, exposed by the fact that you have access to almost every part of the site from the main window. The FAQ section provides a complete source of information, although if you don’t find what you are looking for, you can always contact them for assistance.

Pricing: Starting from $0 to $99 per month.

Verdict: For over three years, Groupsite.com has been focused on empowering groups of all types and sizes to communicate, share and network – the universal requirements for making things happen within groups. Groupsite.com empowers groups to achieve this through social collaboration quickly, easily, securely and at little or no cost.

Rating: Excellent

Passenger

This is a social network, similar to Facebook, but private, so you can manage your own personal network, which can contain both your employees and costumers. For start, you need to send your info to get information about prizes and products and after sending it, you will get your own private community domain. The first things we realize about this site were its good interface design, nice contrast between orange and white, we also like the company logo, clean and elegant.

Pricing: On Request

Verdict: Passenger’s social software powers private online communities for the world’s leading brands. Passenger communities provide real-time customer insight and cost-effective innovation while driving consumer ambassadorship and increased efficiencies in marketing, product development, CRM strategies, and market research.

Rating: Good

Kampyle

Kampyle is a feedback site that offers you a hosted service once you have created an account. These guys project an instant confidence by showing a few testimonials at the main window and letting you know that they have worked with companies such as Mozilla Firefox, ICQ, Clarks, O2, 888.com and the American Diabetes Association. After completing the registration process, you will receive the entire kampyle application to install on your website.

Pricing: Starting from $99 to $999 per month.

Verdict: The registration prices goes from $99 to over $999 per month. They have a decent FAQ section, but not as complete as some other sites we studied before. In terms of design, we consider that there is too much information displayed, the font tends to make the website fell heavy.

Rating: Good