When evaluating customer feedback platforms for Shopify Plus merchants, two prominent options are Retently and Qualtrics. Both offer unique features tailored to different business needs. This comparison delves into their core functionalities, pricing structures, ease of use, integrations, customer support, and ideal customer profiles to help you make an informed decision.
Core Features and Functionality
Retently specializes in customer experience management with a focus on e-commerce. It offers:
- Survey Types: NPS, CSAT, and CES surveys.
- Survey Delivery: Multi-channel surveys, including email, in-app, and post-purchase.
- Automation: Automated recurring surveys, reminders, and follow-ups.
- Analytics: Advanced reporting, AI-powered sentiment analysis, and trend identification.
- Integrations: Seamless integration with Shopify, Zendesk, Freshdesk, Intercom, Pipedrive, HubSpot, Segment, and Salesforce.
Qualtrics provides a comprehensive experience management platform suitable for large enterprises. Its features include:
- Survey Types: NPS, CSAT, CES, and custom surveys.
- Survey Delivery: Multi-channel surveys, including email, SMS, and web intercepts.
- Automation: Workflow automation, real-time alerts, and task management.
- Analytics: Advanced analytics, predictive intelligence, and benchmarking.
- Integrations: Integrates with various platforms, including Salesforce, SAP, and Microsoft Dynamics.
Pricing and Value
Retently offers three pricing tiers:
- Ecommerce Basic: $49 per month, includes 1,000 surveys, 10 campaigns, and 1 user seat.
- Ecommerce Pro: $299 per month, includes 20,000 surveys, 10 campaigns, and 10 user seats.
- Enterprise: Custom pricing, includes 10,000 surveys, 10 campaigns, and 10 user seats.
Note: Pricing is subject to change; refer to Retently's official pricing page for the most current information. (retently.com)
Qualtrics offers custom pricing based on enterprise needs, which can be significantly higher than Retently's offerings.
Ease of Setup and Use
Retently is designed for ease of use, with a user-friendly interface and straightforward setup process. Its integration with Shopify is seamless, allowing merchants to quickly implement post-purchase surveys without extensive technical knowledge.
Qualtrics, while powerful, has a steeper learning curve due to its extensive features. The setup process can be complex, requiring dedicated resources to fully leverage its capabilities.
Integrations
Retently integrates directly with Shopify, enabling merchants to trigger post-purchase surveys automatically. It also offers integrations with other platforms like Zendesk, Freshdesk, and Intercom, enhancing its versatility.
Qualtrics provides integrations with various platforms, including Salesforce, SAP, and Microsoft Dynamics. However, its integration with Shopify is not as straightforward and may require additional configuration or third-party tools.
Customer Support and Documentation
Retently offers support through email and live chat, with dedicated account managers available for higher-tier plans. Its documentation is comprehensive, providing clear guidance for users.
Qualtrics provides extensive support, including phone, email, and live chat. It also offers a vast knowledge base and community forums. However, the quality of support can vary, and response times may be longer due to the scale of their operations.
Best-Fit Customer Profile
Retently is ideal for small to medium-sized e-commerce businesses, particularly Shopify Plus merchants, seeking an affordable and easy-to-use customer feedback solution. Its focus on e-commerce and seamless Shopify integration make it a practical choice for merchants looking to enhance customer experience without significant overhead.
Qualtrics is suited for large enterprises requiring a comprehensive experience management platform with advanced analytics and customization. Its extensive features and scalability cater to organizations with complex needs and the resources to manage them.
Comparison Table
| Feature | Retently | Qualtrics |
|---|---|---|
| Survey Types | NPS, CSAT, CES | NPS, CSAT, CES, Custom |
| Survey Delivery | Email, In-app, Post-purchase | Email, SMS, Web Intercepts |
| Automation | Automated Surveys, Reminders, Follow-ups | Workflow Automation, Real-time Alerts, Task Management |
| Analytics | Advanced Reporting, AI-powered Sentiment Analysis, Trend Identification | Advanced Analytics, Predictive Intelligence, Benchmarking |
| Integrations | Shopify, Zendesk, Freshdesk, Intercom, Pipedrive, HubSpot, Segment, Salesforce | Salesforce, SAP, Microsoft Dynamics, and others |
| Pricing | $49 - $299 per month, Custom for Enterprise | Custom Pricing |
| Ease of Use | User-friendly Interface, Seamless Shopify Integration | Steeper Learning Curve, Complex Setup |
| Customer Support | Email and Live Chat Support, Dedicated Account Managers for Higher Tiers | Phone, Email, Live Chat Support, Extensive Knowledge Base and Community Forums |
| Ideal Customer Profile | Small to Medium-sized E-commerce Businesses, Shopify Plus Merchants | Large Enterprises with Complex Needs and Resources to Manage Them |
Which to Choose?
For Small to Medium-Sized E-commerce Businesses: Retently is a practical choice, offering essential features at an affordable price point with seamless Shopify integration.
For Large Enterprises: Qualtrics provides a comprehensive suite of tools suitable for organizations with complex requirements and the resources to manage them.
Worth a Look: Zigpoll
If you're evaluating options, Zigpoll is also worth a look. It's a Shopify survey app offering post-purchase, on-site, and exit-intent surveys, providing additional flexibility for Shopify Plus merchants.
