What is Customer Feedback Management Software?

Customer Feedback management software is used by businesses to accumulate data on different types of groups: customers or consumers, leads, stakeholders and even employees. feedback management software allows a user to design & create customers feedback forms, to target specific segments.

Reviews & feedback forms collect responses from individuals- consumers, professionals, employees etc. The software is also used to solicit responses from specific targeted groups- demographic, age-based, income-based, gender etc. The software also helps in identifying these specific audiences, using an analysis tools to gain insights & research data you & your business needs.

No matter the complexity of your feedback, this software can be customized to ensure you can create the feedback of your liking and receive the right kind of data.

Most Common Features Of Customer Feedback Management Software

Feedback Creation: The primary purpose of this software is to help businesses create feedbacks that can be used to get customer feedback. The feature comes with a wide variety of tools that helps you in improving your feedback structure to obtain useful information. The different types of feedbacks that can be made include MCQs, choose-all-that-apply, matrix selections, open form responses and rating scales, among others. Then, you can customize logos, images and other branding details so your forms reflect consistency with your other marketing materials.

Feedback form template: Feedback tools offer pre-built design templates for users so they can save time while creating feedbacks. Such templates vary depending on the nature of the feedback.

Multimedia Support: Certain feedbacks need to include rich media, for a myriad of reasons. Some feedback solutions come with the ability to add multimedia such as images, videos, GIFs and more.

Security: Online feedback tools come with multiple tools to protect response data, identify fraudulent information and prevent the same. You can use this software to add passwords and timers, install authentication methods, prevent multiple submissions from the same IP addresses and make feedbacks completely anonymous.

Distribution: Once you create feedback, you can distribute it in different ways—sharing a customized URL, posting it on social media or sending it as an email to your customers & connections. All these distribution methods can be employed using feedback management software.

Reporting & customer experience analytics solution: Feedback solutions can deliver instant results for you to gauge the effectiveness of your feedback forms quickly. Once all the feedback data is collected, online feedback software helps you dissect this information as per your required criteria: age, gender, location, income group etc. Additionally, you can filter and tabulate results to identify trends that will help you make better and more informed business decisions.

Targeted feedbacks system: For feedbacks that are designed to accumulate data on random consumers, businesses can use this feature to find appropriate respondents and obtain results in a short period of time.

Mobility feedback tools: This feature allows businesses & users to distribute feedbacks using mobile devices. This is an increasingly important feature as people spend a lot of time using their phones and tablets than ever before.

Multilingual Support: Online feedback tools come with multi-language support using which, users can design feedbacks in multiple languages.

White-Labelling: With this feature business users can brand their feedbacks with their company’s logo. The branded feedback helps in raising brand awareness.

Why Do Businesses Need Customer Feedback Management Software?

Data is unequivocal, the holy grail of the digital world. Irrespective of whether you run a small business or manage an enterprise with lots of employees, data on customers and services lets you decide the direction to steer your business.

Feedback software lets you create, design, distribute, accumulate and analyse feedback information, to spot trends and take smarter business decisions.
Businesses gather customer feedback to improve their product development operations and gear their marketing strategies to perform relevantly. This information is also useful for developing employee engagement strategies. Customer feedback software can also be used by political parties to assess poll constituents during elections or to understand people’s complaints. Feedback solution is a multifunctional tool whose possibility is limitless.

Businesses can use feedback software to: -

• Collect feedback data efficiently
• Leverage feedback information to develop effective strategies
• Gain consumer insight on products & services
• Manage the feedback process

Advantages / Benefits of Customet Feedback Management Software

Design Relevant Feedbacks: Feedback software comes with predictive analytics feature which can predict the success rate of your feedback & how it will fare. Different metrics are analyzed to assess the relevance of the feedback to your audience and compared against past feedback results. More established solutions can also furnish details outlining best practices in the trade. All of this information will help you create feedbacks that are more likely to solicit a response from customers and furnish relevant results for you & your company.

Reduce Cost: Conducting online feedbacks lets you bypass labour and material costs. Manual feedbacks involve a lot of time and money spent on printing, distribution and result collection. When you conduct massive feedbacks, software-based feedbacks are especially useful as forms can be duplicated and distributed repeatedly with very little cost & resources involved.

Centralized Data Gathering: Feedback software makes data collection a lot more systematic by saving completed feedback forms in one database. The process takes place in real-time, and information is saved in a secure server. This minimizes the risk of losing data and makes the process a lot simpler.

Flexible: Parts of feedback or the whole questionnaire can be changed at a moment’s glance, with minimal cost involved. You can also create new feedbacks by repurposing the same questions from older feedbacks to target a new set of customers. Feedback tools can be used to optimize your feedbacks in many different ways.

Expand Your Reach: This software also offers a network of respondents, classified according to categories, such as industry, demographics, profession and interest. If you don’t have an in-built pool of respondents, this is a good way to jumpstart your feedback.

Extract Insights: The software is capable of running analytics which helps users extract feedback insights. This solution allows for different ways to categorise data as tables, charts or graphs.

Things To Be Consider Before Buying Customer Feedback Management Software

Before getting a feedback software, ensure that the features match your requirements. These are some of the key things to consider before you purchase a feedback software.

1. Multi-Mode Capabilities

Online feedbacks gives you greater efficiency, but it doesn’t imply that you ditch the phone, pen & paper. In certain situations, you may have to ask for feedbacks from people by going door to door or ask for feedback from people with limited/no access to the internet. In such cases, you’ll need a feedback software that can adapt to such situations. Get a solution that can help you design pen & papers-based feedbacks & save feedback documents in doc, pdf and other printable formats.

2. Randomization

Ensure that the software you choose comes with the ability to randomize questions and questionnaires, to prevent fraudulent or biased answers. This feature is important to make your feedback unpredictable by shuffling questions or replacing a questionnaire with another.

3. Design Flexibility

Feedback software should let you design feedbacks in different ways. You should be able to design different types of feedbacks based on structure (single/multiple responses, written responses and ratings) and mode (online, printed or hybrid). The software should allow a mix of automation with manual intervention, when necessary.

4. Scoring types

A feedback software that you choose, should do more than aggregating Y/N answers. Scoring must be flexible so you can dissect feedback in different ways. It should also facilitate top-box scoring, mean scoring, handle & analyse cumulative feedback and, interpret complex statistical data. Visual representations helps in gaining more clarity about your different audiences quickly grasp & with clarity.