The Top Mobile In-app Feedback Tools of 2020
I’m going to take a wild guess and assume that you already understand the importance of mobile in-app feedback. You might already have a Voice of the Customer (VoC) program in place that you’re looking to improve, or perhaps you’re just trying to get started.
You also might be reading this post thinking: “Who’s adding new tools to their tech stack right now?” This is a valid question. With all the uncertainty in the world right now, it may feel counterintuitive to be making any VoC purchasing decisions. But in truth, there’s never been a better time. Now, more than ever, your customers want to be heard. They’re itching to give you feedback. Do you have the right tools to capture that voice? If you don’t, you need to get those in place – and fast.
In order to help, we’ve taken the liberty of compiling a list of the best mobile in-app feedback tools for you. Incorporating these tools into your customer experience tech stack will drive more engagement, gather high-quality customer feedback, and help inform your product roadmap.
Core mobile in-app feedback tools & solutions
1. Apptimize
Apptentive’s Apptimize Integration enables the use of Apptentive Surveys, Notes, and the Love Dialog as a follow up to Apptimize experiments for deeper understanding and qualitative analysis. For example, using the Apptentive Apptimize Integration enables you to use Apptentive Surveys to ask customers who have seen a specific variant of a given experiment about their experience. Using Apptentive Notes, you can follow up with a group of variant participants to let them know that the functionality they tested in beta is now generally available in your product.
2. mParticle
Developers can remove the pains associated with constantly incorporating new SDKs into an app and focus on delivering products that transform the customer experience. It provides the speed and efficiency mobile apps require for constantly changing products while maintaining the security and integrity of existing systems.
The integration between mParticle and Apptentive allows mobile app providers to build a bond with their customers through the data that defines them. Combining the two platforms enables app providers to move with the speed and agility to meet the needs of their customers, while still maintaining the security and control required for regulatory concerns. Mobile marketers and product managers can immediately take action on events in Apptentive by simply flipping a switch. Apptentive also offers “codeless integration” through mParticle, without requiring customers to create a new series of events within their apps. Our SDK is instrumented into mParticle, and when a mParticle customer decides to leverage Apptentive, a switch is flipped on in their dashboard which gives them immediate access to Apptentive. This saves companies valuable time and resources.
When a mParticle customer creates an event in their app, the events forward to Apptentive. Customers are then able to access the Apptentive product suite to send ratings prompts, survey customers for product information, use Message Center for customer service, send notes to drive positive outcomes, and push customers to upgrade to the latest version of their app. Customers are also able to select what event data they’d like to pass through to Apptentive through flexible controls.
3. Apptentive
Apptentive’s solution measures shifts in sentiment from customer experience to win back consumers and activate fans. Using intelligent tools and precise targeting, Apptentive helps enterprise brands capture actionable emotions and feedback from the 90 percent of consumer voices typically missed, and quickly turns that feedback into action. Apptentive gives marketers, product managers, and customer experience leaders the keys to their customers’ hearts through historical insights into brand loyalty and shifting emotions to support customer-centric decisions.
→See the full list of Apptentive partners and integrations here
Supporting tech
The following tools, solutions, agencies, and partners aren’t necessarily all about collecting and managing in-app mobile feedback, but they do complement VoC programs extremely well.
Zendesk
Zendesk is a service-first CRM company that builds support, sales, and customer engagement software designed to foster better customer relationships. From large enterprises to startups, they believe that powerful, innovative customer experiences should be within reach for every company, no matter the size, industry or ambition.
Uservoice
UserVoice is a leading product feedback management software dedicated to enabling businesses to make data-driven product decisions and prioritize feature requests by making customer feedback more meaningful. UserVoice enables product teams to work more effectively alongside customers, customer support, success, and sales teams to better inform the product development process. UserVoice’s product management software capabilities include feedback collection, product roadmap prioritization, feedback management and moderation, communication tools, net promoter score, support ticketing, knowledgebase, and advanced reporting.
Airship
Airship is actually the parent company for our #1 tool, Apptimize. Airship is a modern product flagging framework that gives the right people total control over what your customers see and experience – without deploying code.
Pilot44
Pilot44 is a new type of innovation lab focused specifically on helping top brands more effectively discover, pilot and employ emerging digital technologies. Their goal is to help clients scale their innovation efforts by providing specialized expertise and resources necessary to support a continuous innovation lifecycle.
Rightpoint
Rightpoint is an independent customer experience agency with technology at our core. They create seamless digital experiences driven by insight, strategy, and technology, and design to evolve the way their clients do business. Rightpoint serves more than 250 Fortune 1,000 companies with strategy, site design, and development, content, CRM, commerce, BI and cloud infrastructure.
We recently did a webinar with our friends at Rightpoint talking about all of the steps product managers need to take after an app launch. Watch the full video here.
Kin + Carta
A global consulting firm built for the 2020s, Kin + Carta helps make the journey to becoming a digital business as profitable, tangible and sustainable as possible. By building digital twins to replace existing analog processes, designing and launching new digital products and services, and unlocking future innovation through modernization initiatives, Kin + Carta seamlessly integrates the strategic consulting, software engineering and marketing technology needed to help businesses make it happen.
Tillster
Tillster is the global leader in customer engagement programs and self-service ordering for the quick service restaurant and casual dining industries. The company provides multi-channel, market-specific digital solutions for ordering, payment, loyalty and lifecycle management that integrate across online, mobile, tablet, kiosk and call center platforms. Tillster’s solutions allow consumers to engage seamlessly with their favorite restaurant brands whenever, wherever and on whichever device they choose. Tillster has enabled more than 35 million guest transactions for global and regional brands such as Boston Market, Burger King, California Pizza Kitchen, The Coffee Bean & Tea Leaf, Domino’s, Jack in the Box, KFC, McAlister’s Deli, Pizza Hut and Taco Bell.
→Download our 2020 Benchmark Report for food and drink brands
Amplitude
Amplitude helps you use customer data to build great product experiences that convert and retain users. Amplitude provides product analytics to help companies understand user behavior. Product, marketing, and growth teams use Amplitude to discover and share insights about user engagement, retention, and revenue.
Alkami
Alkami Technology develops and delivers digital banking solutions for credit unions and banks. Its product includes ORB Platform which is a Software-as-a-Service (SaaS) solution that offers retail banking features, such as P2P, card controls, alerts, account aggregation, rewards, shared access, PFM, and analytics; business banking, which include managing payroll and wires and payments, and administering sub-users and their permissions; integrated mobile banking; and intelligent content delivery.
Further, Alkami Technology features retail, business, mobile, bill pay, personal finance management, person-to-person payments, and marketing; and features an integrated content management system that delivers one-to-one product marketing and cross-sell opportunities.
Slack
We all know and love Slack. It’s such a multi-faceted tool. Apptentive integrates with it to help product managers work faster and more collaboratively.
In Gartner’s November 2019 “Accelerate Buying Decisions” article, analysts make an important distinction: “Technology buying is typically an act of change.” If you’re ready for a change, we should chat.
Extra credit reading
The Difference Between a Tool and a Solution: In this post, we break down and define exactly where those discrepancies occur by highlighting the pros and cons of tools compared to solutions and vice versa.
Top UI Design Tools for Creating Mockups and Prototyping: Today, there are hundreds of different tools focused on prototyping. Here is the list of the most outstanding ones for you to choose from.
Voice of the Customer Technology Buying: Turn Fear Into Power: No matter your business, change and investment in new Voice of the Customer (VoC) technology can be scary. If you’re ready to harness the power of advancement in Voice of the Customer technology rather than fear change, read on.