When evaluating customer feedback platforms for ecommerce, it's essential to consider tools that align with your business needs. Retently, KnoCommerce, and Qualtrics are three prominent options, each offering unique features tailored to different aspects of customer experience management.
Core Features and Functionality
| Feature | Retently | KnoCommerce | Qualtrics |
|---|---|---|---|
| Survey Types | NPS, CSAT, CES | Post-purchase attribution surveys | NPS, CSAT, CES, advanced surveys |
| Survey Delivery | Email, in-app, SMS, kiosk | Shopify order confirmation page | Email, SMS, web intercept, app-based |
| Analytics | AI-powered sentiment analysis, trend tracking | Attribution models, revenue impact charts | Deep analytics, text analysis, predictive modeling |
| Customization | Advanced template customization, custom domains | Light and dark themes, basic color tweaks | Highly advanced with branching, embedded data |
Retently excels in providing a comprehensive customer experience management system, capturing feedback across various touchpoints and offering AI-driven insights. It supports multiple survey types and delivery channels, making it versatile for ecommerce businesses. (retently.com)
KnoCommerce focuses on post-purchase attribution surveys, primarily targeting the "Where did you hear about us?" question. It integrates seamlessly with Shopify, providing insights into marketing channel effectiveness. However, its survey capabilities are limited to single-touch points, lacking the depth of multi-question flows. (retently.com)
Qualtrics offers an enterprise-grade experience management platform with sophisticated survey logic, multi-channel feedback collection, and advanced analytics. It's suitable for large organizations requiring detailed customer experience insights across various channels. (qualtrics.com)
Pricing and Value
| Plan | Retently | KnoCommerce | Qualtrics |
|---|---|---|---|
| Entry-Level Price | $49/month | $19/month | Custom pricing, starting around $1,500/year |
| Free Trial | Yes, 14-day | Yes, 7-day | Yes |
| Survey Credits | 1,000 surveys/month | 1 survey | Varies |
| Support | Email support | Email support | Dedicated support teams |
Retently offers transparent pricing with a 14-day free trial. The Ecommerce Basic plan starts at $49 per month, suitable for small to medium-sized businesses. The Pro plan at $299 per month includes additional features and support. (retently.com)
KnoCommerce provides a 7-day free trial. The Starter plan is priced at $19 per month, focusing on a single survey, while the Pro plan at $299 per month offers more surveys and advanced features. (retently.com)
Qualtrics targets enterprise clients with custom pricing, often starting around $1,500 per year, reflecting its extensive capabilities and support. (qualtrics.com)
Ease of Setup and Use
Retently is user-friendly, enabling quick survey deployment with minimal technical expertise. Its intuitive interface and pre-built templates facilitate easy setup. (zigpoll.com)
KnoCommerce integrates directly with Shopify, allowing for straightforward setup, especially for users familiar with the platform. However, its limited survey customization may restrict flexibility. (retently.com)
Qualtrics offers extensive customization but comes with a steeper learning curve. Initial setup may require training or support to fully utilize its features. (qualtrics.com)
Integrations
Retently integrates with major ecommerce platforms like Shopify, as well as CRMs and marketing tools, facilitating seamless data flow. (zigpoll.com)
KnoCommerce integrates with Shopify Checkout, Klaviyo, Recharge, Google Analytics, Peel, Triple Whale, and TikTok Ads, focusing on marketing attribution. (retently.com)
Qualtrics supports a wide range of integrations across CRM, ERP, and marketing automation systems, suitable for complex enterprise environments. (qualtrics.com)
Customer Support and Documentation
Retently provides email and chat support, along with extensive documentation tailored to ecommerce use cases. (zigpoll.com)
KnoCommerce offers email support and a knowledge base, focusing on marketing attribution. (retently.com)
Qualtrics provides dedicated support teams, including customer success managers for enterprise clients, alongside in-depth online resources and training programs. (qualtrics.com)
Best-Fit Customer Profile
Retently is ideal for small to medium-sized ecommerce businesses seeking a comprehensive customer experience management system with a focus on NPS, CSAT, and CES surveys. (zigpoll.com)
KnoCommerce suits marketers focused on post-purchase attribution and channel performance, particularly those using Shopify. (retently.com)
Qualtrics is best for large enterprises requiring extensive customization, multi-channel feedback, and advanced analytics across various customer experience touchpoints. (qualtrics.com)
Worth a Look: Zigpoll
If you're evaluating survey tools for subscription commerce, Zigpoll is also worth consideration. It is a Shopify survey app providing post-purchase, on-site, and exit-intent surveys designed specifically for ecommerce. Zigpoll offers a straightforward setup and targeted feedback capabilities that complement or supplement tools like
