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.
Refiner is a user survey and feedback platform designed to help SaaS businesses understand and engage their users more effectively. Focused on driving product growth, Refiner equips businesses with the insights they need to improve user experience, reduce churn, and amplify customer satisfaction.
The core of Refiner's offering lies in its flexible and targeted survey capabilities. With a variety of survey types, including NPS, CSAT, and CES, along with custom survey options, Refiner allows you to collect feedback that aligns with your specific needs. Whether you're seeking to understand user satisfaction, identify friction points, or uncover opportunities for upselling, Refiner's surveys can be tailored to suit your goals.
Refiner also stands out with its ability to deliver surveys within your product, via email, or on specific webpages. This flexibility ensures that you can gather feedback at the right moment in the user journey, boosting response rates and collecting more accurate, context-rich feedback.
While Intercom's survey functionalities are generally lauded for their effectiveness, some users have expressed concerns about their lack of customization and user-friendliness. A user on G2 noted that the survey functionalities were not as adaptable to their needs as they would have preferred. They found the user interface less intuitive, which complicated the process of creating and distributing surveys.
Similarly, a user on TrustRadius had praises for the overall Intercom platform but found the survey functionalities lacking. They felt the functionalities were rigid and did not provide the detailed feedback they desired.
Refiner.io, a specialized customer survey tool for SaaS companies, has received commendations for its comprehensive features and cost-effectiveness. It has been recognized for its capabilities in monitoring customer success metrics, deciphering user demographics, and pinpointing users who may churn, thereby facilitating informed product decisions. However, some users have identified areas for enhancement. A user on G2 noted that while Refiner is proficient in basic surveys, it falls short in providing advanced features such as branching logic and question randomization. Another user on Capterra suggested that the user interface could be more user-friendly, and the learning curve for newcomers is somewhat steep. A user on TrustRadius indicated that the reporting feature could offer more flexibility and customization, and the customer support, although generally responsive, could be more proactive.
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