Feedback management software has suddenly found itself in an interesting spot: It is much more important than it ever was. Customers can give feedback in ways they never could before – over various web platforms and via social media.
Traditional means of feedback management just don’t cut it anymore; It’s become a bit of a statistical and logistical nightmare to try to assemble all this data into something both comprehensive and useful.
So, today, we have a new kind of software to talk about: feedback management software. Given the nature of this kind of software, and the present digital nature of communications, it’s inevitable that this list will be composed of SaaS based solutions. I mean, what better way to handle IP-based data than with IP-based systems of management?
The order of these listings is insignificant. The functions of these providers are varied; what works for you depends greatly on your own way of thinking, your needs and what functionality you value the most.
#1 – FluidSurveys
FluidSurveys is an online SaaS survey system. It is designed to handle – not just the collection of customer feedback – but the design, implementation and operation of the surveys themselves. Fortune 500 companies use FluidSurveys, as do smaller research and survey companies (even Gallop’s organization uses this for many of their polls).
FluidSurveys offers a drag and drop form for surveys, report creation in leading formats and mobile/tablet compatibility (for Android, iOS and Blackberry). The system also offers data exports, email services, embedded deployment for Twitter and a question type variation engine.
This is the best survey system out there, and since the majority of predicted feedback will come via surveys (even if you use other solutions to manage other aspects of feedback), you should consider using FluidSurveys alongside your current system. FluidSurveys is recommended for any business type, as it’s scalable and affordable.
#2 – HelpOnClick
HelpOnClick is perfect for handling a critical aspect of feedback management: live chats. Live Chats are becoming increasingly popular as a feature of support. HelpOnClick is a great solution, as it’s functional for most business sizes, and for any product (though it predominantly serves providers of digital services).
HelpOnClick offers real-time chat for website visitors, detailed traffic monitoring, proactive chat invitations and wide customization options. It also offers integration with Skype (and other IM/conferencing tools) for a “talk live” experience.
If you need live chat or live communications beyond a call center, then this is the solution for you. If you want to keep it simple, HelpOnClick lets you think outside the call center box!
#3 – AdminiTrack
For bug reports, complaints and all other categories of feedback management- there is AdminiTrack. This is a cloud based, cooperative and scalable tracking-system. AdminiTrack enables issue tracking in a number of detailed, multi-dimensional ways.
A main feature of AdminiTrack is its configurability to a multitude of needs: such as email notification, collaboration and attachment support. AdminiTrack is amazingly fast and easy to use, I recommend it for any business size. In addition, if you have a feedback channel that handles technical issues (as most digital companies do), AdminiTrack could probably handle this in a more graceful, simple, and affordable manner.
Feedback management software is subject to change as new needs arise and new innovations are made. Count on future updates to this list and let me know what you think!