If you’re an ecommerce brand, understanding customer satisfaction and loyalty is key to long-term success.
This is where Net Promoter Score (NPS) comes in. NPS is a metric that measures customer loyalty by asking one simple question: “How likely are you to recommend our product to a friend or colleague?”
It helps you measure overall customer satisfaction and find areas to improve. In this article, we’ll look at the five best NPS tool software for ecommerce brands. They can help you gain actionable insights through streamlined feedback collection.
What To Look For In NPS Software
When choosing NPS software for your ecommerce brand, you need to prioritize features that give you actionable feedback. Key considerations are ease of use, customization options, reporting and customer support.
Ease Of Use And Integration
A simple interface is key to survey management. Look for NPS software with a simple setup, pre-built templates, and easy navigation. This means you can create and send surveys without a steep learning curve.
Integrations with other platforms, such as CRM, email marketing services, and customer support software, are key. These integrations help sync customer data and automate the feedback process, allowing you to gain valuable insights from multiple customer touchpoints.
Customization Options for NPS Software
Customizable surveys allow you to tailor the feedback process to your brand and specific needs. Look for software that offers extensive customization options, such as adding branding elements, custom question types, and conditional logic.
These features allow you to create custom survey experiences that can provide deeper insights into customer satisfaction. You can also segment the survey by customer demographics or behaviour to target the right audience for more accurate feedback.
Reporting And Analytics
Good reporting is key to turning data into action. Look for software with real-time reporting and visual dashboards that present data in a simple way. Advanced analytics like sentiment analysis and trend tracking will help you understand customer sentiment.
This detailed feedback allows for strategic decisions to improve customer experiences and reduce customer churn. Look for software that has role-based dashboards so you can have personalized views for different team members.
Customer Support
Good customer support lets you sort out any issues and get the most out of the software. Choose NPS tools with easy and responsive support options like live chat, email and phone support.
Comprehensive support means you can resolve issues quickly, with minimal downtime and continuous customer feedback loops. It can also provide guidance on best practices for survey deployment and data interpretation so you can get the most out of the software for your ecommerce brand.
1. RaveCapture
RaveCapture is a powerful tool designed to help ecommerce brands boost customer engagement and gather valuable feedback. It excels in providing detailed insights and enhancing customer satisfaction.
Its unique features allow you and other online stores owners to display customer feedback, user-generated content, and survey responses on their website. This means transparency, so potential buyers can make informed decisions based on real customer experiences.
RaveCapture Features
Integration with Ecommerce Platforms
RaveCapture can integrate with popular ecommerce platforms, so you can get started with minimal changes to your setup. Whether you’re using Shopify, WooCommerce, Neto, or Magento, you won’t have any issues connecting this software.
Customizable Surveys
You can create surveys that fit your brand. With custom questions, you can get specific insights that matter to your business, like user reviews or product-specific questions. Besides that, you can also change colors, add an image background, and design your survey to align with your brand’s aesthetics. Additionally, you can include follow-up questions to dive deeper into specific areas of customer feedback, ensuring you capture the most relevant data.
Automated Follow-Ups
To maintain engagement, RaveCapture allows you to set up automated follow-up emails based on customer responses. This feature ensures that your customers feel heard and valued, which can lead to higher retention rates and more positive feedback.
Why Use RaveCapture as Your NPS Software
RaveCapture stands out for real engagement. By allowing customers to share their experiences through photos and reviews, it builds trust and creates a community of raving fans. And because it integrates with ecommerce platforms, you can start seeing benefits straight away with a minimal learning curve.
RaveCapture’s advanced features, like re-engaging your customers through automated follow-ups and adding review widgets on your site, ensure that no feedback opportunity is missed.
This is especially valuable for identifying and addressing issues raised by unhappy customers, turning potential negatives into positive experiences. These tools not only enhance customer loyalty but also help in displaying the social proof that drives conversions.
2. Delighted
Delighted is a user-friendly platform for collecting Net Promoter Score (NPS) surveys. It’s designed to get quick and valuable customer feedback. Perfect for ecommerce brands who want to get to know their customers better. You can set it up without technical skills so you can focus on customer experience.
Delighted Key Features
Easy Setup and Implementation
Delighted’s platform has an intuitive interface. No coding is required to get started, so you can start gathering feedback straight away. This simplicity allows you to quickly adapt to changing customer needs and preferences based on the survey responses you receive.
Real-Time Feedback and Analytics
Delighted gives you real-time feedback. You can see responses instantly, allowing you to act on customer insights quickly. Its analytics tools help you see trends and patterns with your satisfied customers, making it easier to understand customer behavior over time and adjust your strategies accordingly.
Integrates with Other Tools
It integrates with Slack, Squarespace, and Zendesk. So, feedback flows into your other systems for a complete view of customer sentiment. This integration ensures that all aspects of customer behavior are captured and analyzed, leading to more informed decisions and a better overall customer experience.
Why Delighted is a good choice
For ecommerce brands, Delighted offers several benefits. Real-time feedback means you can respond to customer needs quickly. You can spot issues and fix them before they become problems. The platform’s simplicity means your team can focus on analysis, not setup.
Its integrations support your existing workflow so the transition is seamless. This feedback loop is key to keeping customer satisfaction and loyalty high.
3. Ask Nicely
AskNicely is one of the must-try survey platforms. This tool helps you understand their experience and improve it as needed. Feedback is captured and scored automatically through workflows.
Ask Nicely Features
Automated NPS Surveys
AskNicely sends NPS surveys to your customers at the right times, like after a purchase or interaction. So, you can collect timely feedback with one of the best survey tools out there. By automating these tasks, you can focus on building relationships with your loyal customers while staying on top of customer satisfaction.
Personalized Follow-Up Actions
With AskNicely you can set up personalized follow-up actions based on customer responses. For example you can send thank you emails to promoters or start recovery actions for detractors. This way you can engage with customers in real-time, turn feedback into actions that not only fix issues but also strengthen your relationship with your loyal customers.
Real-Time NPS Dashboards
It shows you your NPS data so you can see trends and areas to improve. With instant access to this information you can understand customer behaviour, tweak your strategy and make informed decisions to grow customer loyalty. With these survey tools, you can monitor and improve your customer experience continuously.
Why Ask Nicely
AskNicely offers several benefits. It helps you gain more loyal customers by continuously monitoring and improving their experience. You can spot and fix pain points so you get higher satisfaction and loyalty.
4. Wootric
Wootric rocks at customer engagement and retention through its NPS surveys and analytics. You can collect feedback at all the right moments in the customer journey and know what drives sentiment. By focusing on those insights your ecommerce store can make targeted improvements to get higher satisfaction and more customer loyalty.
Wootric Features
NPS Surveys via Email, In-App, or Mobile
Wootric has a wide range of NPS survey tools that can be deployed in-app or via email so you can get feedback from your customers wherever they are. This flexibility helps you get better quality and more relevant feedback.
Advanced Segmentation and Targeting
Wootric lets you segment your audience by specific criteria and target them with NPS surveys. This targeted approach means the feedback you get is more relevant so you can address the unique needs of different customer groups and improve their experience.
Closed-Loop Feedback Management
Wootric’s closed-loop feedback management system lets you route feedback to the right teams based on the NPS score so responses are handled quickly.
You can also build automated workflows that trigger actions in your CRM or support platform. This means you can address detractors fast and enhance the experience of promoters, turn feedback into action across your organisation.
Why Use Wootric for Ecommerce?
Wootric can work for ecommerce brands because of its advanced targeting and closed-loop feedback management.
With Wootric, you get a complete view of the customer experience so you can find and fix pain points in the customer journey. It integrates with many ecommerce platforms, so you can deploy and use it easily and free up time and resources to focus on data-driven strategies to get more customer loyalty and satisfaction.
5. Retently
Retently is a full solution for collecting and acting on customer feedback, so it’s great for ecommerce brands. It has flexible survey options, powerful analytics and easy integration with other platforms.
You can collect feedback via email, web pop-ups and messaging apps so you can reach your customers where they are most active. It’s perfect for ecommerce stores that want to understand their customers better and improve the overall shopping experience.
Retently Features
Flexible Survey Templates
Retently allows you to create and customise surveys easily. You can design surveys that match your brand and target your audience. This flexibility is key to getting feedback from different customer segments.
Powerful Analytics and Reporting
It has advanced analytics and reporting. You can see sentiment, spot trends, and understand what’s driving customer experience. This gives you the ability to predict future behaviour and prioritize improvements.
Integration with CRM and Ecommerce Platforms
Retently integrates with many ecommerce and B2B platforms like Shopify, Zapier, Zendesk, and Salesforce. This integration means customer feedback is easily accessible and actionable across your business. It helps with personalizing customer experience and streamlining internal processes.
Why Retently
Retently allows you to automate follow-ups and deliver personalization to get higher engagement and response rates.
The segmentation feature lets you create experiences based on real-time data so your interactions are relevant to individual customers. You can also benchmark your results against industry standards to know where you stand and what to improve.
NPS software tools are crucial for ecommerce brands. They help you understand customer satisfaction and loyalty, guiding improvement efforts.
You can’t go wrong with any of the five platforms above. But if we were to pick our top choice, it would be RaveCapture. With its seamless integration, customizable surveys, and advanced features tailored specifically for ecommerce, RaveCapture provides a powerful solution for collecting and acting on customer feedback.