The 5 Must-Have Customer Feedback Tools in your Tech Stack

Check out the tools and software that have been absolute life-savers for our team when it comes to collecting feedback and using it for Product and Marketing projects.

Let's open the hood! In today's blog, we cover the tools that have changed the game for how we automate and scale collecting feedback.

(1) Hot Jar

Skip the guesswork and truly understand your users with Hot Jar. This software helps you understand how users engage with your marketing website. Observe site sessions, track usage heat maps and collect feedback.

Why we love it: No nonsense, and simple to set up. Hot Jar helps us fill the gaps for user behaviour, and collect live feedback on our website. It's the perfect compliment to other tools that we use to capture more targeted feedback.

(2) Heap

When you need to get into the weeds. Heap is a Digital Analytics Platform for your digital product(s) (Web and/or Mobile App). Beyond your marketing website, Heap is tailored to help you understand what the heck is going in in your product. Drop-off, A/B test performance, usage by segments...etc, the list goes on!

Why we love it: For when surface level insight isn't enough, Heap goes deep. You can understand robust usage analytics in your product, and make decisions based on how users actually use your product. For our team, Heap has been hugely helpful for being able to track customer journeys over time, so we can report back to investors and/or stakeholders what platform growth and engagement looks like end-to-end.

(3) Figma

The tool for UX/UI design feedback. Full stop.

As a remote team, we are constantly collaborating over design and customer journeys. This is a fundamental part of the feedback loop, and Figma helps us collaborate in such an easy way.

Why we love it: We are a Figma-first product when it comes to design, and we find it a fantastic way to invite customers/users in to view our ideas, brainstorm concepts and launch beautiful products. There is something so powerful about co-creating with stakeholders, and Figma makes it easy peasy. Jump on huddles to get audio feedback, take users through mock design flows and use comments to continuously assign, edit and track changes.

(4) Google Meet

Never underestimate the power of (virtual) face-to-face. Sometimes no tool is a substitute for talking things out with users. We use Google Meet to run virtual user interviews and feedback huddles weekly.

Why we love it: Leave nothing "lost in translation." We love marrying digital tools with real-world/virtual interaction. Hashing out brainstorms, feedback sessions and more over video is great as we can pick up on the subtleties of what users thinks, and catch things that might go unsaid. Additionally, we can observe users as they go off on tangents or side discussions and we can ask questions on the fly that reveal a deeper level of insight, and countless 'aha' moments.

(5) Voiceform

Lastly, we cannot forget our pride and joy - Voiceform. After spending years interacting with so many great feedback tools, we knew that we had to create something equally as useful and complimentary to the amazing tools our customers use every day. With Voiceform, we've created a new way to collect feedback with voice-powered surveys and forms when the solutions above cannot do the job.

For moments when you need to quickly capture customer sentiment at large, or gather soundbites and opinions asynchronously - Voiceform is the perfect tool for you. Sometimes, analytics can't give you the "why" behind a user interaction. You just need to ask them directly. And then, what happens if you want to ask, but you cannot afford weeks and months to schedule interviews or chase down customers to meet?

Our solution brings together the perfect middle ground. With Voiceform, understand the "why" at scale. Create a feedback loop equally engaging as it is insightful, and connect with your customers on their schedule. Voiceform is the fastest way to get qualitative insight, in any language. We hope you enjoyed today's read! And of course, if you have any questions about how we use the 5 tools mentioned in this article, contact us any time!