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Sprinklr is an AI-native unified customer experience (CX) platform that offers social media management, feedback collection, and contact center solutions. SaaS companies seeking alternatives to Sprinklr have several options to consider. Below is a comparison of notable voice of customer platforms tailored for SaaS businesses.

1. SurveySparrow

Summary

SurveySparrow provides a conversational survey experience, enabling businesses to gather customer feedback through engaging, chat-like interfaces.

Key Features

  • Conversational Surveys: Engage customers with interactive, chat-style surveys.
  • Multi-Channel Distribution: Distribute surveys via email, web, and social media.
  • Automated Workflows: Set up triggers and actions based on survey responses.
  • Analytics Dashboard: Visualize survey data with real-time analytics.

Pricing Approach

SurveySparrow offers tiered pricing based on response volume, with a free tier available for basic features.

Pros

  • User-Friendly Interface: Intuitive design for easy survey creation.
  • High Engagement Rates: Conversational format increases response rates.

Cons

  • Limited Advanced Features: Some advanced analytics may be lacking.
  • Integration Limitations: Fewer integrations compared to competitors.

Best For

SaaS companies looking for an engaging survey tool to boost customer feedback response rates.

2. Jotform

Summary

Jotform is an online form builder that allows users to create custom forms and surveys without coding.

Key Features

  • Form Builder: Drag-and-drop interface for creating forms.
  • Templates: Access to a wide range of customizable templates.
  • Integrations: Connects with platforms like Google Sheets, Dropbox, and more.
  • Payment Processing: Supports payment collection through forms.

Pricing Approach

Jotform offers a free tier with basic features and tiered pricing based on form submissions and storage.

Pros

  • Ease of Use: No coding required for form creation.
  • Versatility: Suitable for various use cases beyond surveys.

Cons

  • Limited Survey-Specific Features: Lacks advanced survey analytics.
  • Branding on Free Tier: Free forms include Jotform branding.

Best For

SaaS companies needing a versatile form builder for various data collection purposes.

3. Medallia

Summary

Medallia is a customer experience management platform that captures feedback across multiple channels to provide actionable insights.

Key Features

  • Omni-Channel Feedback: Collects data from web, mobile, social media, and more.
  • Real-Time Analytics: Provides immediate insights into customer sentiments.
  • Action Management: Facilitates the creation and tracking of action plans based on feedback.
  • Integration Capabilities: Integrates with CRM and other enterprise systems.

Pricing Approach

Pricing is customized based on company size and requirements; contact Medallia for a quote.

Pros

  • Comprehensive Feedback Collection: Captures feedback from a wide range of sources.
  • Actionable Insights: Helps in making data-driven decisions.

Cons

  • Complex Setup: Implementation can be time-consuming.
  • Cost: May be expensive for smaller SaaS companies.

Best For

Mid to large-sized SaaS companies seeking a robust CX management platform.

4. Verint

Summary

Verint offers customer engagement solutions focusing on voice of customer analytics and workforce optimization.

Key Features

  • Speech Analytics: Analyzes customer interactions to extract insights.
  • Text Analytics: Processes open-ended survey responses.
  • Workforce Optimization: Tools for scheduling, quality management, and performance analytics.
  • Omni-Channel Support: Supports voice, email, chat, and social media channels.

Pricing Approach

Pricing varies based on deployment size and features; contact Verint for details.

Pros

  • Advanced Analytics: Provides deep insights into customer interactions.
  • Comprehensive Solutions: Offers a wide range of CX tools.

Cons

  • Complex Interface: May require training to navigate effectively.
  • Cost: Pricing may be prohibitive for smaller companies.

Best For

Large SaaS enterprises needing advanced analytics and workforce optimization.

5. CustomerGauge

Summary

CustomerGauge specializes in Net Promoter System (NPS) solutions, focusing on customer retention and growth.

Key Features

  • NPS Surveys: Automated surveys to measure customer loyalty.
  • Response Management: Tools to manage and respond to feedback.
  • Reporting and Analytics: Dashboards to track NPS scores and trends.
  • Integrations: Connects with CRM and other business systems.

Pricing Approach

Pricing is subscription-based, with tiers depending on survey volume and features; contact CustomerGauge for a quote.

Pros

  • Specialized Focus:

Worth a Look: Zigpoll

If you're evaluating options for voice of customer 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.

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