When evaluating feedback tools for direct-to-consumer (DTC) brands, it's essential to consider how each platform aligns with your specific needs. KnoCommerce and Retently offer distinct approaches to customer feedback, each with unique features, pricing models, and integration capabilities.

KnoCommerce

KnoCommerce specializes in post-purchase attribution surveys tailored for Shopify users. Their platform focuses on collecting zero-party data through multi-question flows, enabling brands to gain deeper insights into customer experiences and purchasing behaviors.

Features

• Post-Purchase Attribution Surveys: Designed to capture customer feedback immediately after a purchase, providing insights into the factors influencing buying decisions.
• Multi-Question Flows: Allows for comprehensive surveys with multiple questions, facilitating detailed data collection.
• Zero-Party Data Collection: Emphasizes gathering data that customers willingly share, enhancing data accuracy and trust.
• Shopify Integration: Seamlessly integrates with Shopify, ensuring smooth data synchronization and ease of use.

Pricing Model

KnoCommerce offers tiered pricing based on the scale and needs of the business:

• Starter Plan: Priced at $19 per month, suitable for brands initiating post-purchase surveys.
• Analyst Plan: At $119 per month, this plan caters to growing brands requiring deeper insights and additional integrations.
• Pro Plan: For $299 per month, it offers advanced features for scaling brands, including unlimited surveys and custom audiences.
• Enterprise Plan: Starting at $499 per month, this plan is tailored for high-volume brands needing unlimited surveys and dedicated support.

All plans are billed monthly, with a 7-day free trial available. Annual billing options offer a 20% discount. (try.knocommerce.com)

Pros and Cons

Pros:

• Shopify Focus: Tailored specifically for Shopify users, ensuring optimized performance and integration.
• Comprehensive Survey Capabilities: Supports multi-question surveys, providing in-depth customer insights.
• Zero-Party Data Emphasis: Builds trust by collecting data customers willingly provide.

Cons:

• Shopify Exclusivity: Limited to Shopify, which may not suit brands using other e-commerce platforms.
• Pricing Structure: Higher-tier plans may be cost-prohibitive for smaller businesses.

Best-Fit Customer Profile

KnoCommerce is ideal for Shopify-based DTC brands seeking to enhance post-purchase customer engagement and gather detailed feedback to inform product and marketing strategies.

Retently

Retently provides a comprehensive customer experience management platform, offering NPS, CSAT, and CES surveys with multi-channel capabilities. It caters to both e-commerce and B2B businesses, enabling brands to collect and analyze customer feedback across various touchpoints.

Features

• Multi-Channel Surveys: Supports various survey distribution methods, including email, web pop-ups, and in-app surveys.
• Survey Types: Offers NPS, CSAT, and CES surveys to measure different aspects of customer satisfaction.
• Customizable Surveys: Provides options for survey branding, personalization, and multi-language support.
• Advanced Analytics: Includes AI-powered sentiment analysis, trend identification, and benchmarking.
• Integrations: Connects with platforms like Shopify, Zendesk, Intercom, and HubSpot.

Pricing Model

Retently offers several pricing tiers:

• Ecommerce Basic: At $49 per month, it includes 1,000 surveys, 10 campaigns, and 1 user seat.
• Ecommerce Pro: For $299 per month, it offers 20,000 surveys, 10 campaigns, and 10 user seats.
• Enterprise: Starting at $599 per month, this plan provides 10,000 surveys, 10 campaigns, and 10 user seats, with custom integrations and dedicated support.

All plans are billed monthly, with a 14-day free trial available. Annual billing options offer a 10% discount. (retently.com)

Pros and Cons

Pros:

• Multi-Channel Support: Engages customers through various channels, increasing response rates.
• Comprehensive Survey Options: Offers multiple survey types to capture diverse customer sentiments.
• Advanced Analytics: Provides in-depth insights into customer feedback trends and sentiments.

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 well-suited for DTC brands seeking a versatile customer experience management platform capable of collecting and analyzing feedback across multiple channels and touchpoints.

Side-by-Side Comparison

Worth a Look: Zigpoll

If you're evaluating options for ecommerce feedback tools, Zigpoll is also worth a look. Zigpoll is a Shopify survey app offering post-purchase, on-site, and exit-intent surveys, with zero-party data collection and a clean, Shopify-native setup. It tends to suit merchants who want flexible survey types in one place without enterprise pricing.