Best Customer Satisfaction Software for Every Use

Satisfied customers are the backbone of a successful business. Particularly in the SaaS world, a solid customer-centric strategy could make the difference in whether your business sinks or comfortably sails off into the sunset. 

Brands with excellent customer service gain 5.7 times more revenue than competitors who do not invest, according to a study conducted by Edime. Additionally, 86% of customers are willing to pay more for good customer service. 

Therefore, many SaaS owners use customer satisfaction software to make checking in on customers and employees easier; and then use their opinions, data, and research to implement service improvements for more satisfaction. 

At Customerly, our platform has all the features and functionality you’ll need for insights. Today, we’ll discuss our favorite customer satisfaction tools and highlight the features that’ll help take your customer experience to the next level.

Customer satisfaction (CSAT) software measures customer satisfaction with your product or service by collecting, analyzing, and managing customer feedback. It’s designed to help businesses achieve their customer service goals through features like timely in-app surveys, chatbots, AI, and more. 

At Customerly, we assist you in delivering high-quality customer service by bridging the gap between you and your customers. We make handling complex SaaS customer satisfaction easier by helping you build meaningful relationships through text and video, leveraging customer feedback for service improvements, and our in-built CRM is for successful Omnichannel support. And lots more that we’ll cover later!

• Helps you understand your customers better: Although they’ll know what they want, they may not know or communicate their precise needs effectively. Thus, you must understand your customers and preempt their wants using customer satisfaction software.
• It drives customer loyalty and retention: An unhappy customer is more likely to shout about their negative experience from the rooftops. But, with customer satisfaction software, you can turn these negative experiences into positives. For instance, Customerly’s AI-powered Live Chat lets you contact customers directly for one-on-one customer support, allowing you to deal with user issues proactively and provide excellent customer service at the point of contact.
• Boosts customer acquisition: Great customer service is also the ticket to attracting new customers. For success, top-notch customer service should be delivered at every interaction point. Your customers will likely become your advocates, and you’ll gain free advertising as they recommend you to other businesses.
• Benchmark survey results: By periodically issuing the same survey to gauge how your customers feel, you can benchmark the data and see how responses have changed over time. This is another useful technique to see what works and where changes should be made.
• Metrics highlight team performance: Metric data is great for seeing holes in customer service. For example, fast issue resolution is usually at the top of the list for customer satisfaction. If your Resolution Time takes longer than what’s considered reasonable, you could focus on supporting and training your employees to deliver faster support, or opt for an AI chatbot or implement a help desk to deal with more simple queries. Customerly is a platform that can help you do just that,  meaning you’ll receive fewer support tickets as customers can find the answers to their questions themselves.

Features and Functions Built for SaaS

There are several ways to measure customer satisfaction for SaaS businesses, and since collecting and measuring feedback regularly is an integral part of being customer-centric, ensure the tool runs surveys for SaaS businesses like:

• Customer Satisfaction (CSAT) Score – for product, service, and overall experience satisfaction.
• Customer Effort Score (CES) – measures the ease of interacting with your product or service.
• Net Promoter Score (NPS) – measures loyalty and your customer’s likeliness to recommend you.

At Customerly, you can motivate your customers to give feedback by making it convenient to complete surveys by running them in Live Chat. You can develop logical, frictionless, audience-focused in-app surveys for helpful feedback in minutes.

And by the way, our Live Chat software is Capterra awarded for being the best in the world, thanks to the reviews of our many satisfied customers!

Integrations and Compatibility

Consider how well your new customer service software will integrate with your current technology stack. For example, connecting your CRM data, social media accounts, and the like enables streamlined workflows, makes data sharing more manageable, and helps you deliver the best customer service possible.

Check out their integration options and how straightforward the setup is or whether assistance is available.

Data Storage, Security & Privacy

SaaS security is for data privacy and safety. And daily, you’ll access, analyze, and manipulate heaps of customer data. Assuring your customers that their data is safe and that your tools do just that is essential to maintaining a reputable brand.

Price and Price Structure

As a SaaS owner, you’ll want your tool stack to be cost-effective. Make sure that you check for:

• Trial periods or freemiums: It’s better to try out the software first since it may not be suitable in reality. Additionally, having no costs associated with using the system is quite appealing, especially when the offerings adequately cover your current CSAT needs.  Like in a free trial, you can get a feel for the system before committing.
• Base pricing: Find a tool with fair pricing for the features offered. And as your customer base grows, you’ll want a tool that makes it easy to scale. The price will rise, but it should remain reasonable.
• Clear pricing: The more transparent their pricing structure is, the better!

Here’s a quick rundown of the CSAT tools we’ll discuss next:

1. Customerly – best for timely and personalized surveys.
2. Survicate – best for customer journey feedback.
3. Help Scout – best for centralized customer conversation management.
4. Delighted – best for employee feedback.
5. Simplesat – best for customized fun surveys.
6. Custify – best for managing churn rate.
7. Zendesk Suite – best for reporting and analytics.
8. Startquestion– best for usability research.
9. Zonka Feedback – best for customer feedback and experience management.

1. Customerly – Best for Timely and Personalized Surveys

Customerly is a unified customer service platform, and we help make it easier for you to measure and boost customer satisfaction by learning from what your customers say.  Our customer satisfaction product offers beautiful survey templates, targeted survey delivery lists, feedback filters, and more. Our platform is also designed for acquiring and supporting your SaaS customers using automation, built-in CRM, and AI.

Key Features

• In-app Surveys: Use our survey templates or build your own; include logic to create the right feel, ensure the right questions are asked at the right time, and then use dynamic lists to send your surveys to segments. Customerly supports you in designing CSAT questions and timely personalized surveys for more actionable insights.

• NPS:  Use our NPS surveys to boost customer loyalty. Set up rules to automatically send NPS surveys via email, then use business intelligence to filter your results based on what’s essential to your business.

• Live Chat Integration: Another way to enhance your customer’s happiness is by delivering help and support whenever needed. The feature lets your customers access our AI-powered, multilingual help center via live chat. Streamline support and save money like our customers saved $12,000,000 in one year avoiding support tickets!

• Video Live Chat: We provide built-in video live chat to ensure customers can access proactive support and screen share with help agents from any device.

• Team Reports: Help support your teams to evolve and deliver excellent customer service. Understand productivity, performance, and workload distribution across teams. Thank your employees for providing first-class customer service, and share the customer feedback amongst your teams so everyone is on the same page.

Pricing

We take a fair pricing approach. Our four-price plans are based on estimated monthly interactions and not the size of your database. You can customize the amount of interactions per month (and the amount of agents required) to create a plan that’s right for your needs.

We also offer a free-forever plan, which is suitable for solopreneurs:

Pros

• Excellent Live Chat customer support.
• Accommodates meaningful customer engagement across multiple channels.
• Integrates quickly and seamlessly with your preferred apps.
• Offers customer recap so teams can deal with customers more personally and efficiently.

Cons

• More native apps would be helpful.

2. Survicate – Best for Customer Journey Feedback

Survicate is a survey and customer feedback platform for customer opinions and insights. They focus on customer feedback regarding their journeys and experiences to help businesses provide an easy-to-use product. Survicate supports most use cases related to customer feedback collection and management, including website and product-market fit feedback.

Key Features

• Email Surveys: For actionable feedback across your customer’s journey. Collect opinions from new, active, and churned customers. Increase response rates by embedding surveys in emails with minimal click design. Use templates and the questions library to save time building effective surveys.
• In-Product Surveys: Improve customer retention with product feedback. Target specific users using characteristics and visit properties. Use event-triggered surveys for feedback on particular features.
• Mobile In-App Surveys: Integrate mobile surveys flawlessly with your app and launch mobile app surveys without affecting UX. Choose from over 400+ expert-designed mobile app survey templates for CSAT, NPS, Feedback, UX surveys, and more.
• Customer Effort Score (CES) Surveys: Evaluate different stages of your customer’s journey and remove any hindrances for an easy-to-use product via continuous CES surveys.

Pricing

Survicate offers three price editions, including a freebie suitable for companies just starting out or for ad-hoc user research. Their business plan has a trial, and all plans allow you to add unlimited users.

Pros

• Native integrations include HubSpot, Slack, and Salesforce
• Offers the ability to collaborate with unlimited teammates on customer feedback.
• Easy setup.

Cons

• Survicate can become expensive quickly.

3. Help Scout – Best for Centralized Conversation Management

Help Scout makes communicating with your customers easier by managing all conversations in one place. Be available where your customers need assistance, and enable your teams to be more productive with the organization, collaboration, and automation tools they need.

Key Features

• Shared Inboxes and Customer Management: Help Scout’s shared inboxes enable teams to answer more emails and develop meaningful relationships. To deliver more personalized support, all customer details are displayed when replying to emails, including previous conversations and data from other apps.
• Live Chat: This is for chat support, and customers can also find help articles within live chats.
• Knowledge Base: Reduce your customer questions by at least 30% with a self-service knowledge base. Help Scout assists in growing your knowledge base quickly through easy article creation, including easy-to-add images, videos, and customized SEO details.

Pricing

With Help Scout, you’ll have three plans to choose from per user per month. You can pay monthly or annually and save up to 20% if you pay annually. They help qualified Startups get on their feet with six months free.

Pros

• It can help increase teamwork productivity by 52%.
• 90+ tool integration options.
• Affordable pricing compared to competitors with similar offerings.

Cons

• The inbox UI could be improved.

4. Delighted – Best for Employee Feedback

Delighted is a cloud-based self-serve customer experience management tool. It’s designed to collect and analyze feedback using customizable CSAT surveys to learn how to keep your customers and employees delighted because unhappy staff results in unhappy customers, which leads to a loss of customers!

Key Features

• Link Surveys: Collect feedback from the channels your customers interact on and conveniently link survey URLs. Links can be customized and shared anywhere, including email signatures and printed marketing materials with QR codes.
• eNPS (Employee NPS): Use unbiased and verbatim Employee Net Promoter Score survey feedback to measure employee satisfaction and make positive organizational decisions.
• Survey Experience: This feature will help showcase your brand and offer surveys that aren’t too long.
• Delighted AI: Delighted has built AI into their entire survey process for an optimized survey experience and high-quality feedback and identifies customer insights at scale.

Pricing

Delighted has four plans for all-sized businesses. They offer a free plan and a free 7-day trial.

Pros

• Simplified and Intuitive UI.
• Easy filtering to identify where responses are from.
• Visually appealing and easy-to-understand reports.

Cons

• Dev resources and additional code are required for setup.

5. Simplesat – Best for Customized and Fun Surveys

Simplesat is a customer management platform that provides everything you need to action feedback. Their fun and customizable surveys are to reflect your brand and uplift the feedback process. Playful, personalized, intuitive design touches encourage brand loyalty and more responses.

Key Features

• Customized and Fun Surveys: Customize elements like your logo and background color. Gather feedback from a wider audience by surveying in any language.
• Automated Follow-Up Reminders: Improve response rates by emailing reminders to customers who have yet to take action.
• Multi-Question Surveys: Get more context with voluntary follow-up questions. And if the survey is abandoned part way through, thanks to real-time saving, you won’t lose any responses.

Pricing

Simplesat keeps pricing simple with two plans. However, you can still contact them for a custom plan if either plan doesn’t meet your requirements. They offer free access to features for 14 days.

Pros

• Easy-to-follow setup guides
• Very easy to use
• Cool website widget to share feedback publicly.
• Competitive pricing.

Cons

• Some reviews report poor customer service support.

6. Custify – Best for Managing Churn Rate

Custify is a customer success tool designed to help SaaS businesses manage customer engagement, reduce churn, and increase your customers and revenue. Ensuring product adoption by helping your sign-ups to be successful is one way Custify reduces churn.

Key Features

• Customer Health: Quickly see which customers are at risk of churning. Ensure your product delivers value, and you can recognize opportunities and risks early to avoid customer churn. Custify’s individual health scores and customer segment let you customize the right actions for each client.
• Customer 360: This is a great time-saver as you gain a 360-degree view of your customers so you know who could use your help with features such as product usage, product adoption, and customer lifecycles.
• Customer Portal: Use their configurable client portal for customer transparency and visibility. And to boost collaboration and onboarding for improved time-to-value rates.

Pricing

Cusitfy offers flexible pricing for “endless opportunities.” However, there isn’t any pricing information on their site, so you’ll need to contact them for a quote.

Pros

• Helps with strategic survey questions.
• Excellent support team.
• Task management helps you keep your teams focused.

Cons

• Some areas of the UI can be difficult to navigate.

7. Zendesk Support Suite – Best for Reporting and Analytics

Zendesk Support Suite for service helps you personalize your CX and grow revenue and customer loyalty. Its direct reports product delivers data and analytics for support in enhancing your end-to-end customer experience. Use Zendesk reports to understand complicated sales data, and gain instant access to customer insights, to help you identify and fix problem areas.

Key Features

• AI and Automation: Take advantage of Zendesk’s billions of real customer service interactions for personalized support at a reduced cost.
• Voice: Their integrated voice software lets your agents provide phone support. Embed a call button so customers can contact you from their mobile app or browser.
• Help Center: This feature is a smart knowledge base to empower your customers and agents. It includes customizable themes to achieve the look and feel you want for your Help Center.
• Routing and Intelligence: Send requests to the right agents based on their expertise and workload, allowing them to deal with conversations they can resolve efficiently every time.

Pricing

Zendesk’s service suite has four price plans based on the number of agents. The pricing displayed is based on five agents. Choose the Suite Enterprise plan for a customized deal.

Basic plans:

Their new Advanced AI add-on delivers intelligent ticket triage, insights, and suggestions, though it will have an added cost of $50 per agent per month.

Pros

• App integrations for different categories, including surveys and feedback, productivity, analytics, and reporting.
• Excellent for customer and stakeholder engagement.
• Save time using macros.
• Sends personal alerts when a ticket is approaching an SLA breach.

Cons

• Occasional performance issues causing glitches and slowness when switching between chats in the new system “Agent Workspace.”
• Poor customer support.

8. Startquestion – Best for Usability Research

Startquestion gathers customer and employee feedback with quick analysis for shared insights.  Use Startquestion to focus on product usability. Easy-to-use and intuitive products help customers achieve their goals without fuss, resulting in more customer satisfaction and retention.

Key Features

• Usability Research: Improve your website’s UX using your customer’s thoughts on how intuitive your website is. Get to know them better by learning their motivations and goals. Use Google Analytics for the numbers on what’s happening.
• AI Survey Creator: To generate a survey and start research in minutes. Create your surveys exactly how you want with skip, display logic, and dynamic attributes for relevant and personalized questioning.
• Employee Insights: Utilize your employee’s thoughts to improve processes and keep them happy through good working relations.

Pricing

Startquestion has five plans. While the business deal is recommended and accommodates market research professionals, their “Start” package is for small businesses. All plans come with a 14-day free trial.

Pros

• Exceptional customer support.
• Option to download survey results in different formats.
• Personalized survey views.

Cons

• Packages are slightly expensive.

9. Zonka Feedback- Best for Customer Feedback and Experience Management

Zonka Feedback is an omnichannel customer satisfaction software that enables businesses to measure and improve customer experience across every touchpoint in the journey. It helps capture their opinions on different stages and interactions through survey distribution channels. You can measure different customer satisfaction metrics like CSAT, NPS, CES, and more.

Key Features

• Trigger CSAT Surveys at the Right Time: Collect feedback from your customers at the right time by scheduling them, triggering post-event, or automating them to collect in-moment feedback from your app or website.
• Real-time reports & alerts: Identify at-risk or unhappy customers through real-time notifications and take action to win them back.
• Automate Surveys based on workflow: Design your workflows, set up alerts, trigger emails, and auto-update customer data based on the responses received to automatically close the feedback loop.

Pricing

Zonka Feedback offers a free version along with three paid plans for CX management. It also offers two plans for those looking to create offline surveys. For enterprises, Zonka Feedback offers custom plans starting at $499 per month.

Pros

• Seamless integration with business apps like Salesforce, HubSpot, Zendesk, Slack, and more
• Offers feedback collection across multiple channels like in-app, in-product, on the website, emails, SMS, QR codes, offline surveys on tablets, smartphones, and more
• User segmentation, dynamic surveys, survey logic, and survey throttling to enhance the effectiveness of surveys and boost the response rate

Cons

• It does not offer AI sentiment analysis that could decipher customer emotions more accurately.
• It also does not offer survey distribution on WhatsApp.

When customers and employees are happy, they remain loyal, and both of their loyalty is vital for the longevity of your business. Fortunately, customer satisfaction tools find out their opinions and support you in successfully doing what’s necessary for their satisfaction.

At Customerly, over 30,600 businesses trust us to support their strategy for recurring business.

Are you ready to ensure your subscribers keep renewing their contracts too?

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