When evaluating NPS survey software for SaaS companies, it's essential to consider tools that align with your specific needs. KnoCommerce and Retently are two such platforms, each offering unique features tailored to different business requirements.

KnoCommerce

KnoCommerce specializes in post-purchase attribution surveys, integrating seamlessly with Shopify to collect zero-party data. This focus allows SaaS companies to gain direct insights into customer satisfaction and product feedback immediately after a purchase.

Features

• Post-Purchase Surveys: KnoCommerce enables the creation of multi-question surveys that appear immediately after a customer completes a purchase, capturing fresh feedback.
• Zero-Party Data Collection: The platform emphasizes gathering data directly from customers, ensuring high-quality, consented information.
• Shopify Integration: Designed specifically for Shopify users, KnoCommerce offers a native integration that simplifies setup and data synchronization.

Pricing

KnoCommerce offers several pricing tiers:

• Starter: At $19 per month, this plan includes one live survey with up to three questions, basic question types, and Shopify integration.
• Analyst: Priced at $119 per month, it provides two live surveys, unlimited questions, advanced question types, and access to over 20 integrations.
• Pro: For $299 per month, this plan offers four live surveys, all question types (including image and video), unlimited custom audiences, and additional features like automated insights.
• Enterprise: Starting at $499 per month, it includes unlimited surveys and questions, all question types, unlimited custom audiences, and dedicated support.

All plans come with a 7-day free trial and a 10% discount for annual payments. (try.knocommerce.com)

Pros

• Shopify Focus: Tailored for Shopify users, ensuring seamless integration and ease of use.
• Zero-Party Data: Emphasis on collecting data directly from customers enhances data quality and trust.

Cons

• Limited to Shopify: The platform is primarily designed for Shopify, which may not be suitable for businesses using other e-commerce platforms.
• Pricing: The higher-tier plans may be cost-prohibitive for smaller SaaS companies.

Best-Fit Customer Profile

KnoCommerce is ideal for SaaS companies operating on Shopify that prioritize post-purchase customer feedback and value direct data collection methods.

Retently

Retently offers a comprehensive customer experience management platform, providing NPS, CSAT, and CES surveys with multi-channel distribution. It caters to both e-commerce and B2B businesses, offering flexibility in survey deployment and data analysis.

Features

• Multi-Channel Surveys: Retently supports various survey distribution methods, including email, in-app, and web pop-ups, allowing businesses to reach customers through multiple touchpoints.
• Customizable Surveys: The platform offers customizable survey designs and supports multiple question types, enabling businesses to tailor surveys to their specific needs.
• Integrations: Retently integrates with platforms like Shopify, Intercom, HubSpot, Zendesk, and Salesforce, facilitating seamless data synchronization.

Pricing

Retently provides several pricing plans:

• Ecommerce Basic: At $49 per month, it includes 1,000 surveys, 10 campaigns, and 1 user seat.
• Ecommerce Pro: Priced at $299 per month, it offers 20,000 surveys, 10 campaigns, and 10 user seats.
• Enterprise: Starting at $599 per month, this plan includes 10,000 surveys, 10 campaigns, and 10 user seats, with additional features like API and Salesforce integration. (retently.com)

All plans come with a 14-day free trial and a 10% discount for annual payments.

Pros

• Multi-Channel Support: Ability to reach customers through various channels increases survey response rates.
• Customizable Surveys: Flexibility in survey design allows businesses to align surveys with their brand and objectives.

Cons

• Complexity: The wide range of features may require a learning curve for new users.
• Pricing: Higher-tier plans may be expensive for smaller businesses.

Best-Fit Customer Profile

Retently is suitable for SaaS companies seeking a versatile customer experience management platform with multi-channel survey capabilities and extensive integrations.

Side-by-Side Comparison

Which to Choose

When deciding between KnoCommerce and Retently for your SaaS company, consider the following:

• KnoCommerce is ideal if you operate on Shopify and are looking for a solution focused on post-purchase feedback with seamless integration and direct data collection methods.

• Retently is better suited if you require a versatile platform capable of distributing surveys across multiple channels and integrating with various platforms, offering a broader range of survey types and customization options.

Evaluate your specific needs, existing platforms, and budget to determine which tool aligns best with your objectives.

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