Intercom is a well-known customer messaging platform that aims to foster better relationships between businesses and their customers. While Intercom provides a wide range of features including live chat, customer support, and customer engagement, their user survey capabilities are a key component that assists businesses in understanding and improving their customer experiences.
Intercom's survey feature is designed to gather crucial insights directly from users. These surveys can be sent out in different forms such as in-app messages, emails, or chatbot conversations, ensuring that you can collect feedback across different touchpoints in your customer's journey.
The platform offers highly customizable survey templates, allowing businesses to design surveys that match their brand and address specific topics or issues. This flexibility ensures that your surveys are as relevant and engaging as possible, encouraging higher response rates and more valuable feedback.
GetFeedback, a part of the SurveyMonkey family, is an innovative customer experience platform that facilitates organizations to optimize their services and products based on direct user feedback. Known for its omnichannel survey capabilities, GetFeedback is a popular choice for product managers who value actionable insights derived from rich customer experience data.
GetFeedback's robust platform offers various methods to collect feedback, including email surveys, in-app surveys, and SMS surveys, allowing businesses to connect with their customers wherever they are most comfortable. This multichannel approach ensures that your surveys reach your customers effectively, increasing response rates and providing more reliable data.
With its advanced analytics capabilities, GetFeedback aggregates feedback data and presents it in a clear and insightful manner. It allows you to track customer satisfaction metrics, analyze feedback trends, and understand your customer journey better. You can also segment your customers based on their feedback, helping you deliver personalized experiences that increase customer loyalty and satisfaction.
Notably, GetFeedback is deeply integrated with Salesforce, making it an excellent option for businesses using this CRM system. This integration allows you to view your survey data alongside other customer data, making it easy to correlate feedback with specific customer groups or interactions.
While Intercom's survey tools are generally commended for their effectiveness, there are users who have voiced concerns about their lack of customization and user-friendliness. A G2 user mentioned that the survey tools were not as adaptable to their needs as they would have liked. They found the user interface less intuitive, making the process of creating and disseminating surveys more complex than necessary.
Similarly, a user on TrustRadius had praises for the overall Intercom platform but found the survey tools lacking. They felt the tools were rigid and did not provide the detailed feedback they desired. They suggested that the survey tools could be improved with more advanced customization options and a more user-friendly interface.
GetFeedback, while appreciated for its tight Salesforce integration and user-friendly design, has been called out for several significant shortcomings. The issue of duplicate responses, as noted in a TrustRadius review, can lead to data inaccuracies and necessitate constant data reconciliation. Additionally, the platform's customization options have been found to be limited, particularly in terms of survey navigation and format, as another TrustRadius review indicates. Finally, the platform's ability to handle complex surveys has been criticized, with some users finding it lacking, as highlighted in this TrustRadius review. Despite its advantages, these areas of improvement highlight the need for GetFeedback to refine its offerings.
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