12 Tools for Gathering Customer Feedback to Improve Marketing

In the quest for the most effective tools for customer feedback, we’ve compiled insights from CEOs and founders across industries. From the versatility of HubSpot to the local business insights gained from Google Reviews, discover the top twelve tools these experts rely on to hear their customers’ voices.

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HubSpot for Versatile Feedback Collection

We use HubSpot for this and several other essential tasks. While there may be better platforms out there specifically designed for gathering customer feedback, HubSpot’s versatility makes it our preferred option here. The fewer platforms we use, the easier it is to keep everyone on the same page, and HubSpot fills a lot of niches.

Nick Valentino, VP of Market Operations, Bellhop

Intercom for Engaging Customer Feedback

As a male CEO involved in all aspects of my tech company, I harness the power of Intercom for gathering customer feedback. It’s a complete package, providing real-time chat functions and personalized messaging that give us a feel for our customers’ thoughts. I recommend it because of its terrific engagement system, ensuring interaction at every stage of the customer lifecycle. This tool not only keeps us alert and informed about our customers’ experiences but is also an amazing aid in nurturing customer relationships and progress.

Abid Salahi, Co-founder & CEO, FinlyWealth

GoHighLevel for Custom Feedback Workflows

Gathering customer feedback is quite tough if not using a specific tool. Doing this, I use GoHighLevel. This all-in-one platform gives me a bunch of tools that make collecting and looking at customer insights a breeze. One of its best features lets me build custom workflows with feedback forms. This means I can shape the feedback process to fit specific customer interactions or touchpoints, making sure I get the most useful information.

GoHighLevel also has some great analytics tools that help me get a handle on customer feelings and spot areas we need to work on. By digging into feedback data, I can make choices based on real info to boost the overall customer experience. Plus, GoHighLevel links up with other marketing and sales tools, which makes it easier to keep an eye on customer feedback and do something about it.

I suggest GoHighLevel for companies seeking a complete and effective way to collect customer input.

Sam Kadel, Founder, KBA Web

SurveyMonkey for Quick Customer Insights

I use SurveyMonkey for gathering customer feedback. It’s simple, easy to set up, and gives me clear insights into clients’ thoughts. The platform lets me create quick surveys that people can respond to without any hassle.

SurveyMonkey works because people are more likely to respond to short, focused surveys. I like how it helps me understand customer pain points quickly. If someone has a problem, I can pick it up quickly and address it. The tool breaks down the results into charts and graphs, which helps me spot trends and decide what to improve.

I recommend SurveyMonkey because it’s user-friendly, affordable, and effective. Anyone running a business should care about what customers think; this tool makes that process much smoother.

Jared Stern, Owner and Marketing Manager, LawsuitLoans.io

Grade.us for Review Management and Integration

We rely on Grade.us to gather customer feedback because it seamlessly collects reviews through email and SMS, allowing us to reach clients effortlessly.

Managing and responding to reviews across over 165 platforms helps us maintain strong online reputations for our clients. The integration with WordPress makes it simple to showcase positive feedback on websites. Grade.us enables our agency to engage customers efficiently and continuously improve our services based on their honest input.

Matias Rodsevich, Founder & CEO, PRLab

Broadly for Small Business Review Management

To gather customer feedback, I rely on Broadly. It is an all-in-one customer feedback and online review management platform that has been specifically designed for small businesses like real estate agents.

I highly recommend Broadly because it allows me to easily collect and manage reviews from my clients, which helps me showcase my excellent services to potential customers. With Broadly, I can automatically request feedback from my clients via email or text message, making it convenient for them to leave a review. This has significantly increased the number of reviews I receive, as compared to manually asking for them.

Broadly’s sentiment analysis tool is one of its standout features. This allows me to quickly identify any negative feedback and address it promptly before it turns into a negative online review. In the highly competitive real estate industry, maintaining a positive online reputation is crucial, and Broadly helps me do just that.

Zach Shepard, Principal, Braddock Investment Group Inc

Facebook Reviews for Construction Improvements

As the owner of Vantage Builders, we rely heavily on customer reviews and testimonials to gather feedback. We send follow-up surveys after project completion and monitor online reviews on Google and Facebook to see how we can improve.

Early on, reviews emphasized the need for more sustainable and eco-friendly options. We responded by adopting sustainable practices and integrating energy-efficient systems into our projects. Reviews now frequently mention our environmental consciousness as a key differentiator.

When we received a few reviews complaining about lengthy delays, we evaluated our processes and made changes to streamline communication and tighten timelines. We now provide detailed schedules before starting any job and give weekly updates to avoid surprises. Following these adjustments, we saw reviews improve and a decrease in delay-related feedback.

Feedback is how we build loyalty and ensure an exceptional experience. By incorporating reviews into ongoing improvements, we can achieve high customer satisfaction and position ourselves as a customer-first contractor. Reviews have been essential in evolving our services to meet the needs of clients today.

Brayden Montgomery, Owner, Vantage Builders

UserVoice for Responsive Service Refinement

At Lansbox, gathering customer feedback is key to refining how we serve businesses. We’ve been using UserVoice to track client suggestions and complaints. One memorable instance was when a client highlighted a bottleneck in our delivery tracking system. 

Based on that, we revamped the interface and saw a 20% decrease in support requests within two weeks. This tool helps us act quickly on feedback and keep improving. Staying connected with our customers makes Lansbox more responsive and effective in solving real-world logistics challenges.

Echo Shao, Founder, Lansbox

FeedBackFive for Fueling Digital Marketing Success

As the CEO of Business Builders, I rely heavily on online reviews and customer feedback to improve our services. We use tools like FeedBackFive and CashCowPro to gather reviews and analyze customer sentiment.

FeedBackFive allows us to track reviews in real-time and address any negative feedback immediately. We’ve found negative reviews especially helpful for identifying issues, and we make responding to them a top priority. For example, after receiving complaints about our onboarding process, we streamlined our account setup and reduced the time required by half. Customer satisfaction increased 20 points within 6 months.

CashCowPro provides data on key metrics like page views, conversions, and sales. We use this to determine what’s working and make data-driven decisions. For instance, we found one client was struggling with our appointment scheduling tool. We released an update giving them more customization options, and they reported a huge boost in productivity and satisfaction.

Acting on customer feedback has been crucial for improving our services and fueling growth. We build feedback loops into all of our operations and turn reviews into action. Making constant small changes based on customer insights helps ensure we continue solving their most important problems. Their loyalty and word-of-mouth marketing in turn drive our success.

For any business, especially in digital marketing, gathering and acting on customer feedback is key. Don’t just collect data—use it to make a difference. Make providing input easy for your clients, then turn their reviews into improvements. Incremental improvements address their top priorities and build a product that markets itself.

Jay Owen, CEO, Business Builders

Crisp for Real-Time Chat and Feedback

At TrackingMore, we use Crisp for real-time chat and offering support to our customers. Through the interactions we have with them via Crisp, we can collect their feedback for purposes of enhancing our shipment tracking platform.

I recommend Crisp for startups because of its features. Its easy-to-use user interface allows for quick setup and customer feedback collection. Additionally, it enables your team to communicate with customers across multiple channels, including SMS, email, and social media. It is also easy to customize the chat widget’s look and feel to match your brand.

As a company, what we love most about Crisp is its analytics tools, which enable us to track customer interactions and identify areas for improvement. This feature has been vital in enhancing the customer experience.

Steve Yang, CRO, TrackingMore

Litmus for Email Analytics and Surveys 

As the founder of Magnetik, an email marketing agency, I rely heavily on email analytics and customer feedback to improve our services. Email analytics tools like Litmus and Feedbackly provide concrete data on open rates, click-throughs, and conversion metrics so I can see what’s working and make data-driven optimizations.

Feedbackly is great for gathering customer insights because it allows us to create simple surveys and polls right within the emails we send. When we launched a new template recently, a survey showed that 20% of our clients preferred the older version, so we made adjustments to satisfy both camps.

Case in point, a major movie studio client needed to improve their newsletter program’s effectiveness. Feedbackly surveys revealed that their film-focused content was less engaging than behind-the-scenes details. We redesigned their templates to highlight more exclusive content, and open rates increased by over 15% in 3 months.

For any business, I recommend choosing tools that provide specific, actionable data to improve your services. Then close the loop by gathering direct customer feedback and making iterative improvements based on these insights. This cycle of optimization, feedback, and improvement has been key to our agency’s growth and success over the last 15 years.

Doug Steinberg, Founder & President, Magnetik

Google Reviews for Local Business Insights

At Ponce Tree Services, we also rely on Google Reviews for gathering customer feedback. It is a simple and accessible platform where clients can share their experiences, helping us understand what we are doing well and where we can improve. 

I would recommend it because it is easy for customers to use, and reviews on Google directly impact local search rankings, making it crucial for small businesses to attract new clients. Plus, it provides public visibility, which helps build trust with potential customers. The feedback we receive through Google Reviews has been instrumental in refining our services.

Amaury Ponce, Business Owner, Ponce Tree Services

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