Businesses nowadays are becoming increasingly more customer-centric on their digital channels, and for a good reason, too. Studies show that companies that put their customers at the core of their business are nearly 60% more profitable than those that don’t. So what are these companies doing to achieve this success exactly? Many of them are ‘passing the mic’ to their customers. In other words, giving their customers a voice through customer feedback software such as Medallia for Digital.
Medallia for Digital is a key component of Medallia Experience Cloud, designed for capturing feedback on websites and mobile apps. The solution then integrates the feedback with offline data from contact centres, retail stores and several other touchpoints. The software also makes use of AI-based text analytics, role-based reporting and real-time alerts.
Source: Medallia
However, Medallia has been described as a rather expensive solution by some users. This is why it’s important to weigh in factors such as pricing, functionalities that help you meet your goals and user experience when choosing a customer feedback software.
So, whether you have your mind set on something more affordable, a European alternative or you’re looking for features Medallia don’t offer, there are always alternatives to choose from. Here are 10 alternatives to Medallia for Digital…
The alternatives to Medallia for Digital
Below is our list of the top 10 alternatives to Medallia for Digital. Take a look and see if any of these catch your eye.
1. Mopinion
Mopinion users can also target feedback forms to specific groups of online visitors based on user behaviour. This allows you to gain further insights about your users’ actions, like why they might not be converting.
Once your feedback has been collected, it can be visualised in customisable dashboards and charts for advanced analyses. To take it one step further, digital teams can also share and take action on these feedback items in a timely manner with the help of smart alerts.
Additionally, Mopinion features advanced AI-powered solutions, like Smart Recaps. By automatically summarising text-based responses and sorting them by topic, Smart Recaps highlights key insights at a glance. This significantly reduces the time it takes companies to analyse qualitative feedback data and helps them prioritise which insights to act on.
Website: www.mopinion.com
2. Feedbackify
By way of a drag-and-drop editor, Feedbackify allows users to easily create feedback forms themselves. Installation is also easy. All you have to do is copy and paste the code they provide you with into your website’s HTML, and it’s ready to go. Your visitors can provide a rating as well as submit comments, including compliments and suggestions. Within this customer feedback tool, you can view all feedback received in a dashboard in real-time as well as filter by category and sub-category. Unfortunately, Feedbackify doesn’t offer advanced reporting or text analysis capabilities. But if you’re going for cheap and simple, this is a great tool for you.
Website: www.feedbackify.com
3. Qualaroo
ProProf’s Qualaroo (formerly known as KISSinsights) is a customer feedback tool that offers highly customisable forms with advanced targeting options based on user behaviour. It’s easy to use and includes an extensive question library. When it comes to analysis and dashboarding, however, users have reported some limitations. This means that you might run into issues if your company collects large amounts of data or you want to dig deeper into your feedback than basic analysis features can offer.
4. Qualtrics
Qualtrics is an American experience management platform that allows you to create, distribute and analyse digital surveys. This solution offers advanced question routing, making it adaptive to your specific feedback strategy needs. Additionally, it offers quality dashboarding and reporting tools for strong, visual analytics and real-time segmentation. On the other hand, as Qualtrics is a portfolio of CX related tools, users have to access different programs and data silos to use all the functionalities offered. This leads to the learning curve being quite steep. Additionally, if you are an enterprise-level business, users have reported that pricing escalates quite quickly – especially for the more advanced features.
Website: www.qualtrics.com
5. Hotjar
Hotjar is a bit of a Swiss army knife of a user experience tool. This solution is focused specifically on websites and is great for collecting heatmaps, session recordings and scroll maps. Hotjar also offers a feedback collection tool, giving you a full package to understand your website visitors. However, when it comes to website feedback, the question logic offered by Hotjar is quite limited. The same goes for the customisation options, which can make it tricky to roll out a full feedback campaign across your website.
Website: www.hotjar.com
6. UserVoice
UserVoice is often used by marketers to create new ideas for website or mobile app features. Its focus lies in product management, providing users with the feedback they need to prioritise their product roadmap. With UserVoice, feedback is given through a branded portal where users can add topics/feedback, but also vote on previously given feedback. This avoids clutter and helps prioritisation in the product development. Additionally, UserVoice offers several options for forum moderation and management.
Website: www.uservoice.com
7. UseResponse
UseResponse is considered a slightly more inexpensive variant of UserVoice. It has the same focus as UserVoice – with product management and roadmapping being the number one priority. However, this provider offers a version you can host yourself with open-source code. You only pay a one-time fee. Besides feedback and a forum, the package also includes a live chat client, a help desk and a knowledge base software.
Website: www.useresponse.com
8. Usersnap
Usersnap allows users (typically web designers) to collect written and visual feedback on their website. Often, this feedback is used to determine if a new design is suitable for the website. By means of the feedback button you start a screen in which the user can make notes, add comments and circle certain elements. All visual feedback is sent as a screenshot. Usersnap also offers some nice integrations with several project management tools such as Slack, Basecamp, Trello and Jira.
Website: www.usersnap.com
9. Verint
Verint’s Voice of the Customer (VoC) software allows you to collect feedback through both your websites and mobile apps. It delivers an easy-to-use platform, complemented with a variety of analysis options for both quantitative and qualitative data. Worth keeping in mind is that some users have reported a steeper learning curve when it comes to the more advanced analysis features – like detailed reports or segment-based dashboards.
Website: www.verint.com
10. Survicate
Our last alternative is Survicate. Using Survicate, you can trigger targeted surveys at different locations on your website or send out questionnaires via email to different customers. There is also a library of predefined surveys that users can choose from. In terms of analysis, this customer feedback tool has dashboarding capabilities, CSV and XLS exporting options and NPS analysis. While very cost-friendly, this tool does have some limitations when it comes to customisation and question options, which can cause problems when launching a full feedback campaign across your channels.
Website: www.survicate.com
Endless Alternatives
I hope this article has provided you with some direction in terms of choosing an alternative customer feedback tool to Medallia for Digital.
Keep in mind…
Knowing how to choose the right tool(s) for your business is still somewhat of a tricky game for many digital teams. This is attributed to the fact that customer feedback tools are very diverse in purpose. They use various collection techniques, collect different forms of feedback, report differently and provide different kinds of insights for the user.
Ready to see Mopinion in action?
Want to learn more about Mopinion’s all-in-1 user feedback platform? Don’t be shy and take our software for a spin! Do you prefer it a bit more personal? Just book a demo. One of our feedback pro’s will guide you through the software and answer any questions you may have.
