Customer Feedback Management Platforms: How to Pick One for Your Business

Now more than ever, it's incredibly important to know your customers' opinions and purchasing impressions. After all, your product buyers are a great source of recommendations and the voice of your products. They work differently than influencers because no one pays them to share their insights; they only do it themselves, for their own reasons.

But it's hard to keep track of all the reviews, comments, and customer ratings by yourself. That is why feedback management platforms come to your aid.

In today's article, we will tell you more about customer feedback management software; what they are, what to consider when choosing the best system, what are the most popular ones, and what tool we offer so that you can manage feedback as efficiently as possible. Here we go!

What is a Customer Feedback Management Platform?

Customer feedback management platforms (CFP) collect, organize, share and analyze client data so that it can be turned into strategic plans for future company growth. Additionally, the software also enables the assignment of roles and authorities to different levels of users. In this way, a CFP is like a work management platform specific to customer feedback.

In other words, a client feedback management platform is a software app that helps businesses manage and track all opinions, rates, comments, etc., from people. It empowers enterprises, businesses, non-profit organizations and all such entities to take a closer look at clients':

• opinions,
• reviews,
• comments,
• and other messages they leave on the internet.

It allows customers to provide responses on products, services, and employee interactions. Of course, there are positive and negative comments, but for example, on social media, we used to see more negative ones... but is it a rule? Do you know what this case looks like in your company? What is the reputation of your products and services?

Customer feedback Management can help you get the answers.

CFPs also help businesses identify and resolve issues quickly. What’s more, such tools provide extremely important reports and, thanks to a number of functions, can make work faster and easier and enable teams and individuals to make very accurate decisions based on customers' needs.

There are a number of different types of CFPs, so it's essential to choose one that best fits your business needs. Later, we will introduce you to some great tools.

Why should you consider Customer Feedback Management Platforms?

#1 To develop your business

We all need feedback from clients, whether we work at an office or remotely; in a big business or small company; or if we are entrepreneurs or work for somebody. So, in order to develop your company and evaluate the current performance of a product, service, or organization, responses from various stakeholders such as:

• customers,
• clients,
• employees,
• dealers,
• etc.,

is essential. They can provide you with great insights that can really develop your whole offer or business.

#2 To understand what people think about your offer

There may be a lot of information floating around on the internet about your company and its services. However, such platforms will rank the positive and negative reviews and show you clear data sets, and you'll see what customers mostly think of your company - if they're happy and pleased or the opposite.

Therefore, whether it’s negative or positive, feedback is used to determine the level of satisfaction of different entities and develop strategies to improve product performance.

#3 To help you better manage the whole feedback process

Whenever you are dealing with feedback, we are talking about a great deal of information, not just two or ten comments on social media. Maybe having a conversation with a couple of people is relatively easy. Still, when thousands of people want to be listened to, you need a robust and full-featured solution that helps you make sense of the responses so you won't lose any opinion.

This is where software for users' opinions management comes in - with hundreds of features and options, you will manage your feedback process even more smoothly.

#4 To fix bugs and stay ahead of the competition

Responses are a goldmine of knowledge that gives you insight into what's working for your products or services and what you absolutely must improve to perform well. Even if you hire only professionals to run your business - customers can't see that. What's more important to them is about the product and the service itself; how easy they use them, or just intuitive the software is. Unbiased feedback makes it clear what needs to be fixed.

It also helps to increase the motivation of employees and the entire team, who, after all, want to be better than the competition. With this approach, your brand can actually be a leader in the industry.

#5 To create a better experience

Of course, it all comes down to improving the customer experience as it plays a key role in shaping business strategies. Better client experience isn't just about selling products/services. It goes beyond that - for example, it includes speed of service or email responses. They can also take into account looking after employees, for example by offering more paid time off, as they too spread the good word about the company.

Therefore, user feedback helps improve the experience and impressions of your audience. And this approach ensures greater loyalty - from users and employees as well.

Customer Feedback Management Platforms: How To Choose

So now you know that a customer feedback management system is a critical tool for any business that wants to improve its performance and client experience. But with so many options available, how do you pick the right one for your business?

Well, we’ve prepared some critical steps to make your choice even more accessible. Here they are:

Step 1: Define Your Needs

Choosing the ideal platform should start with defining your needs first. Therefore, you need to consider what you expect from your new software. Should it focus on basic functions, or do you need a more advanced tool? Will you trust a new device on the market, or will you choose an established one?

See? There is no one-size-fits-all answer when it comes to a customer feedback management system, as the needs of each business will vary.

However, some factors you may want to consider when choosing a platform include:

• how easy it is to use and navigate,
• the variety of features available,
• the size of its user community,
• the pricing plans,
• the type of business you're in,
• the type of customers you have,
• the amount of feedback you need to manage,
• your budget,
• its scalability (how well it can handle growing demands),
• and its customer support.

You'll want to consider what features are important to you, how affordable a platform is relative to those features, and whether any specific software appeal to you based on your industry or company size.

Step 2: Evaluate Platforms

Once you have defined your needs, it's time to examine your options. Pick a minimum of 3 tools and simply compare their features; think about how well they meet your requirements. Maybe an alternative is excellent but lacks key features for you? Then look at the other choices and see which one ultimately suits you best. To make this step as effective as possible, take advantage of trial periods or a free account if available.

Some key features of a good CFP include:

1. a user-friendly interface that makes it easy for customers to provide feedback,
2. an integrated system for tracking complaints and resolving issues,
3. the ability to gather data on people's behavior across different channels, such as online reviews, social media posts, or phone calls,
4. the ability to create targeted marketing campaigns based on customer responses.

Step 3: Compare Prices

Regarding customer feedback management systems, there are a few things to consider.

The first is price. Some platforms are free, while others require a subscription fee. It is worth noting that free accounts are very limited and as the price increases, the number of available features increases. So, finding one that fits your budget and meets your needs is important. And always evaluate pricing as one of the most important factors – but it should never fully impact your decision.

Another factor to consider is the features offered by the tool. Some offer more comprehensive functionality than others, including tools for collecting feedback, managing reviews, and tracking customer interactions. It’s important to find one that offers what you need in order to handle user responses effectively.

Finally, it’s essential to consider the platform’s usability. For the software to effectively manage users’ opinions, it needs to be easy for users to use. Of course, some tools are more user-friendly than others, but all should be relatively easy to understand and navigate.

Step 4: Check Documentation

Documentation is an important part of feedback management solutions. It allows managers to track and analyze how people are using the system, and it can help identify areas where the platform needs improvement.

One of the most critical aspects of documenting customer responses is making sure that all communication between managers and users is captured in one place. This includes not only emails but also chats and other forms of communication. When a manager has everything in one place, it's easy to see what was discussed, what was promised, and what was delivered.

It's also essential to make sure that all feedback is accurate. If a customer says that the system isn't working correctly, it's vital for managers to verify this information. If it turns out that the system is indeed broken, there will be consequences for not taking action sooner.

Documentation helps managers ensure that they are providing the best possible service to their customers by tracking how they're using the tool, too.

Step 5: Finalize Your Decision

Also, when choosing a platform, be sure to read the reviews and compare features to see which one is best suited for your business. Finally, once you have chosen a system, be sure to set up an account and start collecting data!

After reading the reviews and doing your own research, it's time to finally decide on a customer feedback management system. As you see, there are a number of different alternatives to choose from, and each has its own unique features and benefits.

There is no one perfect solution since every company has different requirements. However, there are tools that suit your needs to a greater and lesser extent. So, after you have weighed all the pros and cons, make the right purchase.

Popular Customer Feedback Management Platforms

Here are a few popular feedback management platforms to get you started:

1. SugarCRM

SugarCRM is a well-known platform used by businesses of all sizes to manage customer responses. It has an extensive feature set and is user-friendly, making it ideal for companies with a large number of users.

2. HubSpot's CRM

This software is popular because it integrates well with other business tools, such as sales tools and marketing automation platforms. In addition, it has a wide range of features, including the ability to track data across different channels, and its customer support is excellent.

3. Zendesk's CRM

On the other hand, this system is designed specifically for businesses that need to manage many client feedback in various channels, such as online reviews, social media posts, or phone calls. It has an easy-to-use interface and integrates well with other business tools.

These feedback management tools aren’t the only ones. Yes, they are popular, but we have something better for your needs. You may also need BetterFeedback in your arsenal.

Why BetterFeedback Should Become Your Customer Feedback Management Platform

Some popular tools include BetterFeedback.

BetterFeedback is a customer feedback management platform that simplifies the process of organizing and analyzing clients’ input. As a result, it enables companies to understand clients better and make informed decisions that result in increased conversions, sales, and engagement.

BetterFeedback is a tool that uses AI.

You can ask a question to our software and will get answers in a moment as you will gain insights based on users' responses. Also, you will be able to discover new opportunities and trends - there is a special tab waiting for you.

Using this tool means every opinion, review, comment, and other messages are organized in one place, so you don’t have to switch to another platform to find essential data. You will also be able to get insights from the feedback in a second, thanks to easy-to-read charts and reports.

But that's not all. Many integrations are just waiting to be used with your clients’ input. You can connect to most tools, including Intercom, Zendesk, HelpScout, and anything with a Zapier integration. Add them to BetterFeedback and you will work seamlessly with all your data sources.

This platform strives to be as customizable for your business as possible. That's why it's constantly being improved. Additionally, a lot of filters have been created to sort responses by sentiment or rankings and analyze specific feedback based on the criteria you need.

What does this all mean in conclusion?

Thanks to BetterFeedback, it’s clear what your customers need and as a result, you can make better decisions and create better strategies.

Conclusion

Customer feedback management platforms can do a lot, including streamlining your business and accelerating brand growth - they are definitely the best choice for managing clients’ opinions.

If you are looking for the perfect customer feedback management system for your business, be sure to follow the steps we provided in this article. They will definitely help you spread your wings.

To know more about BetterFeedback, take advantage of our free trial, or if you are ready to trust us, just sign up and choose the plan you want.