When evaluating customer experience (CX) tools for e-commerce, it's essential to consider platforms that effectively gather and analyze customer feedback. Delighted, Retently, and ReConvert are three such tools, each offering unique features tailored to different business needs. This comparison examines their core functionalities, pricing models, ease of use, integrations, customer support, and ideal customer profiles to determine the best fit for your e-commerce business.
Delighted
Core Features and Functionality
Delighted specializes in collecting customer feedback through Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) surveys delivered via email and SMS. The platform offers a straightforward setup with customizable survey templates, automated survey triggers based on customer events, and a basic analytics dashboard for trend tracking. However, it provides limited advanced customization options and is primarily designed for e-commerce businesses seeking simple feedback mechanisms.
Pricing Model
Delighted's pricing is based on the number of responses collected each month, with plans starting at $224 per month for 5,000 responses. This model may become cost-prohibitive for businesses with higher response volumes. Additionally, Delighted is scheduled to retire in June 2026, prompting users to consider alternative platforms. (retently.com)
Ease of Setup and Use
The platform is known for its quick setup and user-friendly interface, making it suitable for teams needing fast deployment. The simplicity of the tool ensures a low learning curve, allowing businesses to start collecting feedback promptly.
Integrations
Delighted integrates with over 35 free services, including Shopify, and offers premium integrations with platforms like Salesforce and HubSpot. It also supports webhooks for custom integrations, though its built-in integrations are more limited compared to some competitors. (zigpoll.com)
Customer Support and Documentation
Delighted provides email and chat support during business hours, along with a knowledge base containing guides and FAQs. However, its community forums are less active, which may limit peer support opportunities. Customer support is generally rated 4.3 out of 5 on G2, based on over 300 reviews. (zigpoll.com)
Best-Fit Customer Profile
Delighted is best suited for small to medium-sized e-commerce businesses seeking a straightforward and cost-effective solution for gathering customer feedback. Its simplicity and ease of use make it ideal for teams that prioritize quick deployment and basic feedback collection.
Retently
Core Features and Functionality
Retently offers NPS, CSAT, and CES surveys with deeper analytics, supporting multiple channels including email, SMS, and web. The platform provides advanced segmentation and filtering to analyze customer groups, automated workflows based on survey responses, and extensive customization options for survey design. It also includes AI-powered sentiment analysis and benchmarking, catering to e-commerce businesses needing layered data insights. (zigpoll.com)
Pricing Model
Retently's pricing is subscription-based, with plans starting at $49 per month for 1,000 responses. This model is more affordable for businesses with lower response volumes and scales with features as needed. The platform also offers a 14-day free trial, allowing businesses to evaluate its suitability before committing. (retently.com)
Ease of Setup and Use
While Retently offers a more complex setup due to its advanced features, the interface is well-organized, and the platform provides extensive documentation and support to assist with the learning curve. Teams willing to invest time in setup can leverage the platform's full capabilities.
Integrations
Retently integrates with major e-commerce platforms like Shopify, BigCommerce, and WooCommerce, as well as support integrations like Zendesk and Freshdesk, and marketing integrations like Klaviyo and Mailchimp. It also supports API and Zapier integrations, allowing for custom automation scenarios. (zigpoll.com)
Customer Support and Documentation
Retently offers email, chat, and phone support at higher tiers, along with a comprehensive knowledge base and community forums. The platform's support is generally rated 4.4 out of 5 on G2, based on over 150 reviews. (zigpoll.com)
Best-Fit Customer Profile
Retently is ideal for medium to large e-commerce businesses that require advanced features, comprehensive analytics, and robust integrations to manage complex customer experience programs. Its scalability and depth make it suitable for teams needing richer insights and customization.
ReConvert
Core Features and Functionality
ReConvert is a Shopify thank-you page builder that integrates surveys as part of a broader conversion optimization strategy. It allows merchants to add multiple survey widgets, customize questions, and combine them with upsell and cross-sell tools on the final purchase screen. Features include drag-and-drop thank-you page editing, reorder buttons, timer countdowns, and personalized survey logic based on order data. (zigpoll.com)
Pricing Model
ReConvert's pricing is tiered around usage and features on Shopify, offering flexibility for omnichannel brands or those with complex customer data needs. Specific pricing details are available on the Shopify App Store.
Ease of Setup and Use
ReConvert offers a user-friendly interface with drag-and-drop functionality, making it easy for merchants to customize their thank-you pages without technical expertise. The platform's focus on Shopify ensures seamless integration and ease of use for Shopify merchants.
Integrations
ReConvert is designed specifically for Shopify, integrating seamlessly with the platform to enhance the thank-you page experience. It also supports integrations with various Shopify apps and services, allowing for a cohesive e-commerce ecosystem.
Customer Support and Documentation
ReConvert provides email support and a knowledge base focused on app configuration and Shopify-specific questions. Reviews note that support can be slow during
