When evaluating customer experience (CX) feedback tools for Shopify stores, two platforms stand out: Retently and AskNicely. Both offer unique features tailored to e-commerce businesses, but they differ in their approach and offerings. This comparison delves into their core features, pricing models, ease of use, integrations, customer support, and ideal customer profiles to help you make an informed decision.

Retently

Retently is a customer experience survey platform designed to help businesses collect, analyze, and act on customer feedback. It offers NPS, CSAT, and CES surveys, catering to both e-commerce and B2B sectors.

Core Features and Functionality

• Survey Types: Retently provides NPS, CSAT, and CES surveys, allowing businesses to measure customer satisfaction at various touchpoints.
• Multi-Channel Surveys: Surveys can be distributed via email, SMS, and embedded on websites, ensuring broad reach.
• Custom Branding: Users can personalize surveys with their own branding, including custom domains and logos.
• Automations: Automated survey campaigns, reminders, and follow-ups streamline the feedback collection process.
• Analytics and Reporting: Advanced reporting features, trend analysis, and benchmarking help businesses interpret feedback effectively.
• AI-Powered Insights: AI-driven feedback classification and topic analytics provide deeper understanding of customer sentiments.

Pricing Model

Retently offers tiered pricing based on survey volume and features:

• Ecommerce Basic: Starting at $49 per month, this plan 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 from $599 per month, this plan includes 10,000 surveys, 10 campaigns, and 10 user seats, with additional features like custom integrations and dedicated support.

All plans come with a 14-day free trial and a 10% discount for annual billing. (retently.com)

Ease of Setup and Use

Retently is known for its user-friendly interface, making survey creation and distribution straightforward. The platform offers a 14-day free trial, allowing users to explore features before committing. However, some advanced features may require a learning curve.

Integrations

Retently integrates with various platforms, including:

• E-commerce Platforms: Shopify, WooCommerce, BigCommerce, Magento.
• CRM Systems: HubSpot, Salesforce.
• Helpdesk Software: Zendesk, Freshdesk.
• Communication Tools: Slack, Microsoft Teams.

These integrations facilitate seamless data synchronization and workflow automation. (retently.com)

Customer Support and Documentation

Retently offers support through email and live chat. The knowledge base provides comprehensive guides and tutorials. Higher-tier plans include dedicated customer success managers and personalized onboarding.

Best-Fit Customer Profile

Retently is ideal for e-commerce businesses seeking a comprehensive CX survey platform with advanced analytics and automation features. It's well-suited for companies aiming to integrate customer feedback into their existing workflows and those requiring multi-channel survey distribution.

AskNicely

AskNicely is an AI-powered customer experience platform focused on capturing real-time customer sentiment and providing actionable insights. While it serves various industries, its features are particularly beneficial for service-oriented businesses.

Core Features and Functionality

• Survey Types: AskNicely specializes in NPS surveys, enabling businesses to gauge customer loyalty and satisfaction.
• AI-Powered Surveys: Dynamic, conversational surveys adapt based on customer responses, enhancing engagement and data quality.
• Automated Workflows: Automated workflows streamline feedback collection and response processes, reducing manual effort.
• Real-Time Dashboards: Dashboards provide immediate insights into customer sentiment, facilitating prompt action.
• Reputation Management: Tools to manage and respond to customer reviews across various platforms, bolstering brand reputation.

Pricing Model

AskNicely offers flexible pricing based on business size and feature requirements:

• Learn: Starting at $449 per month, this plan includes unlimited users, up to 12,000 responses per year, AI-powered surveys, automated workflows, and reporting tools.
• Grow: Pricing scales with response volume, offering additional features like AI Insight reports, real-time TV display, and integrations with Slack and Microsoft Teams.
• Transform: Tailored for large teams, this plan includes in-app surveys, white-label surveys, unlimited API data extraction, and frontline coaching. (asknicely.com)

Pricing scales with response volume, and plans are typically quoted through AskNicely’s sales team. (asknicely.com)

Ease of Setup and Use

AskNicely emphasizes ease of use with its AI-driven surveys and automated workflows. The platform offers a personalized demo to help businesses choose the right plan and ensure smooth implementation. (asknicely.com)

Integrations

AskNicely integrates with various platforms, including:

• Communication Tools: Slack, Microsoft Teams.
• CRM Systems: HubSpot, Salesforce.
• Review Platforms: Google Reviews, Facebook.

These integrations enable seamless data flow and enhance the feedback management process.�

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.