10 Customer Feedback Tools for Improving Customer Onboarding Processes

Are you striving to refine your customer onboarding process? In this article, insights from a Founder & Chief Marketing Strategist and a Product Marketing Manager reveal the top ten customer feedback tools to enhance your approach. Discover why Google Forms is recommended for targeted feedback and learn about the benefits of employing SurveyMonkey and human interaction for comprehensive feedback. With a total of 10 expert opinions, this Q&A blog post provides a diverse range of strategies to elevate your customer onboarding experience.

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Use Google Forms for Targeted Feedback

A standout customer feedback tool for improving the onboarding process is Google Forms. It’s simple yet effective for gathering targeted feedback due to its seamless integration with Google Analytics, enabling us to track responses in real-time and refine our strategies promptly. A case study from our work with a customer feedback SaaS revealed a 1167% increase in email list growth, highlighting the power of strategic feedback collection and analysis.

We leveraged Google Forms to improve the user journey by identifying and addressing friction points during onboarding. By implementing insights gained from feedback, we optimized the website’s navigation and CTA buttons, which contributed to a remarkable 242% increase in monthly user sign-ups. Using data-driven insights, I recommend Google Forms for its ease of access and ability to provide actionable insights without straining the budget.

For businesses, especially with limited resources, employing straightforward tools like Google Forms can drive significant improvements in user onboarding. By focusing on user experience and integrating feedback into the development process, companies can achieve faster growth and higher conversion rates, as we’ve demonstrated with multiple clients.

Bill Murphy, Founder & Chief Marketing Strategist, Colony Spark

Leverage UserTesting for Visual Feedback

We leverage a tool called UserTesting to refine our customer onboarding process. This platform enables us to observe real users navigating our services, identifying both pain points and success areas. By understanding user behavior, we’ve improved key touchpoints, like streamlining our initial setup and integrating clearer guides.

For The Unmooring project, this approach was crucial. We noticed users struggled with specific navigation aspects on the website. After adjustments based on feedback from UserTesting sessions, user engagement increased significantly, with a 30% rise in repeat visits.

I recommend UserTesting for its ability to provide direct visual feedback, allowing teams to make data-driven improvements swiftly. It goes beyond just surveys, offering a window into user interactions, which is invaluable for fine-tuning onboarding processes efficiently.

Justin McKelvey, Founder, SuperDupr

Choose Typeform for Personalized Surveys

I leverage Typeform for our customer feedback, specifically in improving the onboarding process. This tool is flexible, allowing us to create personalized and interactive surveys that capture the nuances of our clients’ experiences. I prioritize Typeform because it provides a seamless experience for our customers, leading to higher response rates and actionable insights.

For instance, during initial consultations, we use Typeform surveys to gain insights into client expectations and experiences. These insights informed our decision to improve our digital onboarding resources, which resulted in a 30% increase in customer satisfaction scores over the past year. This improvement was particularly noticeable in our business insurance segment, where needs can be complex and varied.

I recommend Typeform because it aligns perfectly with our goals of delivering personalized and efficient service. The data-driven approach from this tool has not only streamlined our processes but also deepened our customer relationships, ensuring we address their pain points effectively and improve overall satisfaction.

Christian Strange, President, Strange Insurance Agency, Inc

Implement UserPilot for Interactive Guidance

I’ve found UserPilot to be incredibly helpful because it lets us track exactly where users get stuck in our tech tutorials and documentation. After noticing users spending too much time on our VPN setup page, we added interactive tooltips that reduced our support inquiries by 30% and improved completion rates.

Tyler Hall, Developer, TROYPOINT

Combine Survicate and Intercom for Efficiency

I mainly use a combination of Survicate and Intercom to fine-tune our customer onboarding process.

Survicate helps us gather quick, in-app feedback from customers at key points in their journey, giving us insight into where they may be getting stuck or confused. This lets us make adjustments on the fly and smooth out any issues.

Intercom is quite important for real-time support, offering live chat and automated messages so customers can get instant help when they need it. These tools have been invaluable in keeping the process efficient and responsive, and they’ve played a big part in improving both customer satisfaction and onboarding completion rates, which are critical for us.

Andrew Fiore, Founder, Vape Vending Machine

Utilize Qualtrics for Detailed Insights

To improve the customer onboarding process, I rely on Qualtrics as a key feedback tool. It offers robust survey capabilities, allowing businesses to gather detailed insights directly from new users during and after their onboarding journey. The platform’s flexibility lets you customize surveys based on user personas, track key onboarding metrics, and pinpoint areas where users might struggle or drop off. 

One of the standout features of Qualtrics is its advanced analytics and sentiment analysis. It doesn’t just collect feedback; it helps identify trends, flagging recurring pain points or confusion in the onboarding process. This allows businesses to make data-driven improvements, whether it’s adjusting onboarding content, improving UI/UX, or providing additional support. 

I recommend Qualtrics because it integrates seamlessly with other platforms, making it easy to tie feedback directly to user behavior. For example, you can trigger surveys at specific onboarding stages, like after completing a tutorial or using a feature for the first time. This ensures feedback is contextual and actionable, leading to more effective improvements. 

Qualtrics provides the depth of insight needed to refine onboarding and ensure new users feel confident and supported from day one. It’s a tool that bridges the gap between user experience and actionable business decisions.

Dan Taylor, Partner, SALT.agency

Opt for SurveyMonkey for Real-Time Feedback

We use SurveyMonkey to improve our customer onboarding process. It’s simple to set up, highly customizable, and integrates seamlessly with other tools in our tech stack.

I recommend it because it allows us to gather specific, actionable feedback from new customers at various stages of their onboarding journey. With real-time insights, we can quickly address pain points and make adjustments to ensure a smoother experience. This helps us increase customer satisfaction and retention right from the start.

James Hacking, Founder & Chief Playmaker, Socially Powerful

Deploy Zonka Feedback for Customizable Surveys

We use Zonka Feedback to improve our customer onboarding process. This allows us to collect valuable insights through customizable onboarding surveys that help identify gaps in the user experience. It allows us to tailor the feedback process based on customer responses with skip logic and question branching, ensuring we capture the relevant insights.

Real-time alerts for incoming feedback through Zonka Feedback allow us to address concerns immediately and improve the onboarding flow. Since we can distribute surveys across different channels, we are able to reach customers at different points in their onboarding journey. Overall, Zonka Feedback’s robust capabilities make it an essential tool in refining our onboarding processes and boosting customer satisfaction.

Sheraz Ali, Founder & CEO, HARO Links Builder

Adopt Product Board for Granular Feedback

The customer feedback tool we use to improve customer onboarding is Product Board. Product Board allows us to take live customer feedback from support interactions and allows us to tag issues appropriately and get granular information from the user themselves. It also allows both support and the product teams to learn what the users need from us so we can improve our onboarding experience. Product Board gives us the overall picture of what customers want.

Nicole Martins Ferreira, Product Marketing Manager, Huntr

Employ SurveyMonkey and Human Interaction

We’ve used SurveyMonkey for this task for years, and it continues to serve us well, but we also put a premium on human interaction. Every customer gets a designated support representative to help them plan and coordinate their upcoming move, and they also handle gathering and acting on customer feedback most of the time. 

Nick Valentino, VP of Market Operations, Bellhop

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