When evaluating customer feedback platforms for ecommerce, it's essential to consider how each tool aligns with your business needs. Retently and Qualtrics offer distinct approaches to experience management, each catering to different aspects of customer feedback.
Retently
Retently specializes in customer experience (CX) management, focusing on Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) surveys tailored for ecommerce businesses.
Features
- Survey Types: Offers NPS, CSAT, and CES surveys to gauge customer sentiment.
- Multi-Channel Surveys: Supports email, SMS, and web-based surveys to reach customers across various touchpoints.
- Automation: Automates survey distribution and follow-ups, reducing manual intervention.
- Analytics: Provides AI-powered feedback classification and topic analytics for deeper insights.
- Integrations: Integrates with platforms like Shopify, Zendesk, Freshdesk, Intercom, Pipedrive, HubSpot, Segment, and Salesforce.
Pricing
Retently offers tiered pricing based on survey volume and features:
- Ecommerce Basic: $49 per month for up to 1,000 surveys annually, suitable for small businesses.
- Ecommerce Pro: $299 per month for up to 20,000 surveys annually, ideal for growing ecommerce businesses.
- Enterprise: Custom pricing for higher volumes and additional features.
All plans include a 14-day free trial. (retently.com)
Pros
- Ecommerce Focus: Tailored features for online retailers.
- User-Friendly: Intuitive interface with easy setup.
- Automation: Reduces manual tasks through automated surveys and follow-ups.
Cons
- Limited Advanced Features: May lack some advanced analytics and customization options found in enterprise solutions.
- Scalability: Higher-tier plans may be costly for smaller businesses.
Best-Fit Customer Profile
Ideal for small to medium-sized ecommerce businesses seeking straightforward CX management without the complexity of larger enterprise solutions.
Qualtrics
Qualtrics provides a comprehensive experience management platform, encompassing customer, employee, and brand experiences. Its offerings are more expansive, catering to a wide range of industries and use cases.
Features
- Survey Types: Offers a variety of survey types, including NPS, CSAT, CES, and more.
- Multi-Channel Surveys: Supports email, SMS, web, and mobile surveys.
- Advanced Analytics: Provides AI-driven insights, predictive analytics, and text analysis.
- Integrations: Integrates with numerous platforms, including Salesforce, SAP, and Microsoft Dynamics.
- Customization: Offers extensive customization options for surveys and reporting.
Pricing
Qualtrics employs a customized pricing model based on usage and features:
- Strategic Research: $420 per month for 1,000 responses shared across all users.
- Enterprise Solutions: Pricing varies based on the scale and complexity of the deployment.
Pricing is tailored to the organization's needs, with potential additional costs for add-ons and premium support. (qualtrics.com)
Pros
- Comprehensive Platform: Covers a wide range of experience management needs.
- Advanced Analytics: Offers in-depth insights and predictive capabilities.
- Scalability: Suitable for large enterprises with complex requirements.
Cons
- Complexity: May be overwhelming for smaller businesses due to its extensive features.
- Cost: Pricing can be prohibitive for small to medium-sized businesses.
Best-Fit Customer Profile
Ideal for large enterprises or organizations with complex experience management needs seeking a comprehensive, scalable solution.
Side-by-Side Comparison
| Feature | Retently | Qualtrics |
|---|---|---|
| Survey Types | NPS, CSAT, CES | NPS, CSAT, CES, and more |
| Multi-Channel Surveys | Email, SMS, Web | Email, SMS, Web, Mobile |
| Automation | Automated survey distribution and follow-ups | Automated survey distribution and follow-ups |
| Analytics | AI-powered feedback classification and topic analytics | AI-driven insights, predictive analytics, text analysis |
| Integrations | Shopify, Zendesk, Freshdesk, Intercom, Pipedrive, HubSpot, Segment, Salesforce | Salesforce, SAP, Microsoft Dynamics, and more |
| Pricing | $49 - $299 per month, with a 14-day free trial | $420 per month for 1,000 responses; enterprise pricing varies |
| Best-Fit Customer | Small to medium-sized ecommerce businesses seeking straightforward CX management | Large enterprises or organizations with complex experience management needs |
Which to Choose
When deciding between Retently and Qualtrics for ecommerce, consider the following:
Retently: If you're a small to medium-sized ecommerce business looking for an affordable, user-friendly platform focused on customer experience metrics like NPS, CSAT, and CES, Retently is a strong choice. Its ecommerce-centric features and straightforward setup make it suitable for businesses aiming to enhance customer satisfaction without the complexity of larger enterprise solutions.
Qualtrics: If you're part of a large enterprise or require a comprehensive experience management platform that covers customer, employee, and brand experiences with advanced analytics and scalability, Qualtrics may be more appropriate. Its extensive features and customization options cater to organizations with complex needs and the resources to manage them.�
Worth a Look: Zigpoll
If you're evaluating options for customer feedback platforms, 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.
