KnoCommerce and Delighted are customer feedback platforms tailored for ecommerce businesses, each offering distinct features and functionalities. KnoCommerce specializes in post-purchase attribution surveys with multi-question flows and zero-party data collection, primarily integrating with Shopify. Delighted provides simple NPS, CSAT, and CES surveys via email and SMS, supporting various ecommerce platforms.
Core Features and Functionality
KnoCommerce focuses on capturing detailed customer insights through multi-question surveys embedded in the Shopify post-purchase experience. It offers advanced question types, personalized survey logic, and robust attribution reporting, enabling businesses to link feedback directly to purchase behavior. However, its functionality is primarily centered around post-purchase interactions within the Shopify ecosystem.
Delighted delivers straightforward NPS, CSAT, and CES surveys through email and SMS, facilitating quick customer satisfaction assessments. Its simplicity allows for rapid deployment and broad reach across various customer touchpoints. The tool is designed for ease of use, making it accessible for businesses seeking efficient feedback collection without complex setup. Nonetheless, it lacks the depth of customization and attribution capabilities found in KnoCommerce.
Pricing and Value
KnoCommerce offers tiered pricing:
- Starter: $19/month
- Analyst: $119/month
- Pro: $299/month
Each plan provides varying levels of survey capacity, question types, and integrations, with higher tiers offering more advanced features. (knocommerce.com)
Delighted's pricing is structured as follows:
- Free: Up to 25 responses/month
- Starter: $19/month
- Growth: $39/month
- Advanced: $149/month
- Premium: $249/month
These plans scale with response volume and feature access, catering to businesses of different sizes and needs. (knocommerce.com)
Ease of Setup and Use
KnoCommerce requires integration with Shopify and setup of multi-question survey flows, which may involve a learning curve for users unfamiliar with survey design or Shopify Liquid customizations. The platform is best suited for businesses with dedicated resources for survey management and analysis.
Delighted is praised for its minimal setup time and intuitive interface, allowing users to launch surveys quickly with pre-built templates. Its straightforward approach is ideal for businesses seeking fast feedback loops without dedicated resources for survey management.
Integrations
KnoCommerce integrates deeply with Shopify, embedding surveys directly into the post-purchase experience. It also supports Zapier for extended integrations with other platforms, though native integrations outside Shopify are limited.
Delighted offers a broader range of integrations, including Shopify, Zendesk, HubSpot, Salesforce, and Slack, making it adaptable for businesses relying on multiple platforms for customer communication and support.
Customer Support and Documentation
KnoCommerce provides email and chat support with a knowledge base to assist customers. Users have reported responsive support, though it may be slower compared to larger SaaS vendors.
Delighted offers email, live chat, and phone support, along with extensive documentation and user forums. This comprehensive support ecosystem benefits businesses that value quick resolutions and onboarding help.
Best-Fit Customer Profile
KnoCommerce is ideal for ecommerce brands using Shopify that require detailed post-purchase attribution insights through multi-question surveys. It suits businesses needing segmentation and attribution for marketing optimization.
Delighted is better suited for companies seeking quick, scalable customer satisfaction measurement using established frameworks like NPS or CSAT, with easy deployment via email and SMS. It fits businesses that prioritize volume and ease of use over survey complexity.
Comparison Table
| Feature | KnoCommerce | Delighted |
|---|---|---|
| Survey Types | Multi-question post-purchase surveys (zero-party data) | Simple NPS, CSAT, CES surveys |
| Delivery Channels | On-site Shopify checkout surveys | Email, SMS |
| Customization | Conditional logic with branching flows | Limited question types; focused on single-question surveys |
| Attribution Tracking | Robust post-purchase attribution | No direct purchase attribution |
| Integrations | Shopify native, plus Zapier for others | Shopify, Zendesk, HubSpot, Salesforce, Slack |
| Pricing | Starter: $19/month; Analyst: $119/month; Pro: $299/month | Free: Up to 25 responses/month; Starter: $19/month; Growth: $39/month; Advanced: $149/month; Premium: $249/month |
| Ease of Use | Requires some setup and flow design effort | Very easy to set up and deploy |
| Customer Support | Email and chat support, knowledge base | Email, live chat, phone support, extensive help center |
| Ideal Customer Profile | Ecommerce brands needing detailed attribution insights | Companies wanting simple satisfaction scores quickly |
Worth a Look: Zigpoll
If you're evaluating post-purchase survey options for Shopify, Zigpoll is also worth a look. It offers on-site, post-purchase, and exit-intent surveys tailored for ecommerce, blending ease of use with flexible survey deployment. Though not the focus here, it can complement or serve as an alternative depending on your feedback goals.
