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Your customer experience management tools can influence how well you and your teams can serve customers. It’s vital to use a customer experience management tool that helps you collect feedback, respond to customers when necessary, analyze their feedback, and transform and grow your business from it over time.
Choosing a platform for this can feel monumental. Choosing the right one can have a big impact on customer lifetime value, churn rates, reviews, ROI, and overall satisfaction. Delighted has been one option on the market for customer feedback collection since it was founded in 2013. It was acquired in 2018 by Qualtrics and has been a popular choice for businesses looking to add an experience management tool to their tech stack. But Delighted customers will soon need to find an alternative to the service as it will be sunsetted by June 2026, Qualtrics announced.
Qualtrics is another option for customers looking for customer experience management. It’s best suited to larger enterprises, not small businesses, due to its higher price point and the myriad of offerings it includes, like enterprise-level voice of the customer programs, advanced customer journey mapping, and more.
If Qualtrics experience management doesn’t quite feel like the right fit, or you’re looking for an alternative, you’ve come to the right place. We’re going to cover other options for collecting and analyzing feedback, turning detractors into promoters, supporting your cx program with the right tools, and more.
If you’re on the hunt for an alternative to Delighted for your CX software needs, check out the list below. We’ll cover the key features each has to offer as well as the type of business best suited for each product.
AskNicely offers far more than traditional CX surveys and is built to help users not only collect feedback in real-time but actually take quick meaningful action on that feedback.Â
With one-of-a-kind AI enabling dynamic surveys that adapt in real-time to customer responses, AI insights to help you and your teams identify where to act, and AI moderation, it’s geared toward helping your teams provide the best experiences.Â
In addition to offering a comprehensive product that helps users collect feedback, respond, act on it, and transform their business, AskNicely offers case management features to help create strong customer relationships. There are also multiple integrations with CRMs and customer success platforms to help streamline these workflows. AskNicely fits into your current tech stack and customer experience management strategy without adding more work for your teams, instead, making their jobs easier.
With nearly 1,000 reviews and 4.7 stars on G2, it’s an obvious fan favorite when it comes to customer experience management.
When you use AskNicely, you get something competitors can’t offer:
CustomerGauge is one alternative product to Delighted. They offer “account experience” or customer experience at the account level for B2B companies. This approach offers a bird’s eye view of the account, potential upsells, retention, and more. It’s a product well suited to B2B companies with large customer bases, businesses that want to track net promoter scores in a way that’s directly linked to revenue, and those that are trying to retain and grow their largest accounts.
It features real-time feedback, analytics, and actionable insights but it’s not without its drawbacks. One drawback of using CustomerGauge is that it can be somewhat expensive for small businesses. Additionally, because it offers so many features, it can take a bit of time to get set up and running.
If you’re looking for a varied customer experience management platform, Survicate might be a good option. It offers users the ability to send NPS, CSAT, CES, and product surveys at any point during the customer journey. Those surveys can also be served to users on a website, through in-app surveys, via email, mobile, or from a link, offering greater flexibility and helping to collect feedback during or after interactions.
All of this flexibility makes Surivate a good option for small or medium-sized businesses looking to collect real-time feedback across multiple platforms to help teams looking to improve. But the drawbacks come with some of the limitations associated with the platform. Its surveys can be too basic for some users, and some features may only be available to those on the most expensive plans.
Zonka Feedback is a customer experience and feedback platform that offers its users software for multichannel feedback collection through email, SMS, in-person kiosks, in-app, and offline. They specialize in NPS, CSAT, and CES surveys and allow customers the option to create their own surveys as well.
In addition to feedback collection, their software provides reporting and analytics with custom workflows for automating responses and actions from your internal teams. Some of the industries listed on their website include Saas, e-commerce, healthcare, and restaurants, which can benefit from multichannel feedback. It’s particularly well-suited for businesses looking for an offline surveying option.
Some drawbacks of using Zonka Feedback are the interface and the user experience, which are a little outdated in appearance. Zonka is also a less flexible option in terms of design and customization than some other products on the market, with more expensive capabilities coming at a cost.
Another option for conducting surveys, quizzes, and polls is Typeform. Its adaptability and design are some of its distinguishing features that help boost user engagement. It’s an easy-to-use option that allows for drag-and-drop editing, making it easy for beginners.
It offers integrations with popular platforms like Zapier, WordPress, and Slack to help users place their customer feedback polls and forms where needed. Due to its easy-to-use setup and user-friendliness, it’s ideal for startups, small businesses, or creative teams. It might also be a good fit for industries where design and brand experience are a priority.
The drawbacks of using Typeform are that it has some limited analytics and reporting features. The pricing can also get expensive for some customers as they add necessary features, integrations, or large-scale surveys.
Choosing the right customer experience management platform will vary depending on your business needs and what you hope to get out of the software. But there are a few steps to follow while doing your research and choosing one.
To choose the right platform, follow the steps below:
Each software will have its own pricing scheme, and some of the more expensive options might come with bells and whistles you don’t even need. Decide what your budget is and get a grasp on the size of your business and the number of customer experiences you plan to manage with your software.
In addition to business size and budget, you need to consider what tools and survey types you’re looking for in a customer experience management platform. Ideally, if you’re collecting customer feedback, you should also have a way for your support team to respond to customers.
You’ll also need to be able to analyze the feedback you get. Identify the metrics that are most important to your business, how you plan to actually measure the quality of the customer experience you’re offering, and whether it’s improving over time. These metrics provide valuable insights into areas for improvement and areas where you’re already excelling.
If you have any existing software that you want your customer experience management platform to integrate with, be sure to double-check whether that integration is offered by the platforms you’re considering. It can be a huge time saver to link your software and get notifications, right in Slack or Microsoft Teams, for example.
Lastly, you should consider how easily the software will be to implement and for your team to learn. You want them to quickly get comfortable enough to use it in their day-to-day work. So the sooner they can learn it and adapt, the better. Consider onboarding tools, guides, and even hands-on assistance offered by the customer experience management platforms you’re considering.
If you’re looking for a customer experience management platform designed to fit your needs, look no further than AskNicely. With everything your teams need to collect, respond to, and assess customer feedback, you can transform your business and grow over time. Use one-of-a-kind AI features to improve efficiency and productivity while creating a five-star customer experience.
The diversity in integrations and ease of use is a huge benefit to businesses of all sizes, no matter where they are in their customer feedback collection journey. To see how other businesses are finding success with AskNicely, check out one of the many customer stories we have. Or request a demo if you’re ready to learn more.
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