User feedback should be the driving force behind your product development. It helps SaaS companies better understand user needs, and develop optimal solutions for the problems users are facing. That being said—gathering product feedback isn’t always easy.
Traditionally, it has involved directly contacting users for their thoughts. Good thing we do things differently now.
In-app feedback has changed the game for product feedback collection—making it easier than ever for users to share feedback on your product. There are no email follow-ups or long, draining feedback forms—just simple in-app feedback opportunities that you can deploy throughout your product.
How? With in-app feedback tools. Let’s take a look at the top eight picks for your business.
In-app feedback is the practice of getting contextual feedback from your users inside your product so you can determine what works and what doesn’t.
In-app feedback tools can easily help you meet customers where they are, enabling you to collect relevant feedback and get actionable insights.
To help you find the right tool for your business, we're showcasing the top tools in the market, including Chameleon, Pendo, Appcues, WalkMe, Userflow, Userpilot, Intercom, and SatisMeter by Productboard.
When choosing the right in-app feedback solution, make sure that it has a powerful and intuitive interface, along with ample features and capabilities that work with your tech stack, continuous feedback options that can lead to more growth opportunities, and high-quality customer support.
Webinar Recording: Find Hidden Insights in Survey FeedbackLearn all about the good vs. bad survey questions, understand the sentiment behind your user feedback (and why your passive comments are golden), and discover a new way to look at data through the lens of aspect-based sentiment analysis.
What is in-app feedback? #
In-app feedback is your way of getting contextual feedback from users on their experience with your product. It consists of collecting feedback in-product to enable users to pinpoint what they like or don’t like about a specific part of your product.
For example, let’s say you’re launching a new feature and want to gauge user sentiment around the change. Giving users the chance to provide continual feedback ensures you’re getting accurate insights on what works and what doesn’t.
In-app feedback is a more precise way to understand users' wants and needs, and doesn’t leave you guessing about what exactly they're talking about.
Top 8 in-app user feedback tools #
When it comes to the in-app feedback process, you want to make sure you’re using the best feedback tools. Customer feedback software provides the features you need to meet customers where they’re at and enables you to collect relevant feedback and get actionable insights.
1. Chameleon: Best for building the ideal customer experience #
Chameleon is a product adoption tool that provides in-app feedback solutions with an intuitive, sleek interface. This enables you to quickly create in-app surveys and feedback opportunities to get the answers you need about your product.
Chameleon’s top in-app feedback features include Microsurveys, which enable you to request feedback at specific points in the product experience. Microsurveys can consist of a single question or multiple questions, depending on your needs. You can easily set up and run NPS surveys, customer satisfaction (CSAT) surveys, Customer Effort Score (CES) surveys, or ask directly for users' opinions.
For example, if you want users to provide feedback following a certain action, you can set up a Microsurvey that appears upon the action completion, and it could look like an example below.
Besides Microusrveys, Chameleon also offers other products to help you correct issues once they’re identified. You can use Tours and Tooltips to provide in-app guidance and additional in-line help exactly when and where your users need it the most.
Or, you can use Launchers as versatile in-app widgets to offer useful resources, links to relevant help documents, live support, and much more. When placed strategically, these in-app guides can help you avoid uncertainty following customer feedback.
Chameleon is a strong solution for ensuring users make the most of your product, enabling you to focus on customer satisfaction and customer retention. The powerful integrations, user segmentation options, and behavioral analytics reports will enable you to continually use feedback to improve your product.
Plus, reviews on the G2 platform show that users find it "easy to install and set up" so you’ll be able to get started straight away.
2. Pendo: Best for collecting customer requests #
Pendo describes itself as software that makes your software better—an apt description of customer success software.
Pendo Feedback gives you the ability to collect customer requests directly in your application, without interrupting the product experience for users, as shown in the example below.
Following feedback collection, Pendo’s in-app solutions include self-service resources to help reduce user support tickets, build user proficiency, and increase customer satisfaction.
When it comes to ease of use, on the G2 platform customers report finding the platform intuitive and simple to pick up. However, despite it being easy to use, some users report that the UI is a "bit clunky and can run slowly".
3. Appcues: Best for NPS surveys #
Appcues is a user onboarding solution that helps organizations guide new users, increase activation and conversion, and reduce time to value. The in-app feedback solutions from Appcues include NPS prompts and custom product surveys that enable you to collect user feedback at any point of their journey.
The platform also provides further solutions, such as in-app walkthroughs, personalized onboarding tours, and custom campaigns to help users get to grips with your product. Here are some of the examples of in-app feedback prompts built with Appcues.
When it comes to customer reviews on G2, some users describe the platform as a “super easy-to-use tool for onboardings, feature announcements, and surveys”, while some customers report “frequent bugs when building flows”.
4. WalkMe: Best for employee feedback #
WalkMe is a digital adoption platform to help organizations improve their employee experience, customer experience, and product experience. Its main focus revolves around employee adoption of business technology, but it also offers organizations tools to improve customer onboarding.
The platform’s answer to in-app feedback provides organizations with details on where employees and users are getting stuck within the software. Identifying and understanding points of friction then enable businesses to improve the user experience (UX) and better direct users to value realization.
Users often highlight the high-quality support offered by the WalkMe team, but some report finding the tool limited when it comes to in-app feedback functionalities. As one of the users wrote on the G2 platform: “The surveys are quite basic. It has four types of questions and is only linear, with no conditional branching possibilities”.
5. Userflow: Best for onboarding tools #
Userflow is a user onboarding software that lets your team build customized in-app tours, checklists, and surveys. The survey and NPS features enable you to place logic-based NPS, CSAT, free-form text surveys, and more in front of users at exactly the right moment. Take a look at an example of a flow builder in Userflow below.
Alongside its in-app feedback features, the platform also offers other user onboarding solutions to help improve the product experience for customers. This includes an onboarding flow builder, checklists, resource centers, and more.
Positive G2 reviews mainly highlight the platform’s ease of use when building onboarding tools. Some drawbacks, however, include limited user behavior analysis features, difficulty building more complex flows, and unpredictable pricing.
6. Userpilot: Best for personalization #
Userpilot is an in-app experience tool designed to provide businesses with personalization options to accelerate growth. Their in-app marketing solutions enable you to guide customers through contextual experiences to increase adoption, feature discovery, product changes, and more.
Userpilot also offers a wide variety of other user engagement solutions, such as solutions for self-serve support, customer retention, account expansion, and more.
The product itself is split into three offerings: growth insights, engagement layers, and user sentiment—giving you an idea of the solution's overall offerings. Here's an example of an NPS survey built with Userpilot.
Common praise of Userpilot on the G2 platform includes the friendliness and efficiency of the customer support team, which—according to other reviews—you’ll be in contact with frequently. As a downside, users often mention bugs when reviewing the platform, which—although swiftly attended to—can hinder the development and use of the platform.
7. Intercom: Best for customer support #
Intercom is a customer communications platform that unifies every aspect of the customer journey, from conversion to engagement to support. The in-product messaging solutions enable you to reach customers while they’re using your product and include features such as chatbots, banners, surveys, and more. Below is an example of how you can capture feedback with Intercom.
Intercom also offers support solutions—such as custom bots and help articles—and conversion solutions—such as a customer data platform and smart lead qualification.
Unlike our previous tool, Intercom’s users report bad experiences with the support team—mainly long waiting times to hear back. Alongside this less-than-desirable wait time, users also find the platform’s features to be underwhelming and overpriced.
8. SatisMeter by Productboard: Best for survey templates #
The software enables you to build feedback surveys using a number of different survey templates, such as those for product-market fit (PMF), CSAT, CES, and NPS surveys (as shown in the example below). From there, you can choose a channel where you want to deploy your surveys.
The platform integrates with a variety of tools you already use, like Slack, Mailchimp, Zapier, and more. Once you’ve got your feedback, you’re spoilt for choice in terms of where to send it for action.
As G2 reviews show, users love SatisMeter for its reasonable pricing—no surprise considering pricing is based on the responses you receive, not the surveys you send out. One thing users do feel could be better are customization options as they’re currently limited in their ability to personalize surveys.
How to choose the right in-app feedback tool for you? #
Choosing your in-product user feedback solution is a big decision that involves a lot of consideration. So, what should you look out for when choosing your software? Let’s take a look at key points you should take into consideration.
A powerful and intuitive interface #
While most in-app feedback solutions include the features you need, some are more complicated than others. You want to choose software that you and your team can quickly start using—not software that requires weeks of training.
Look out for a solution that’s intuitive so you can easily learn as you go. That way, you can start collecting in-app feedback faster.
Plus, make sure that the tool of your choice offers versatile customizable options to ensure you can easily design in-app surveys that fit your brand style.
Ample features and capabilities #
Next on your list should be the software’s suite of features—does the solution offer a wide array of features? Or does it just provide the basics?
The basics will likely be enough when you’re starting out, but as your business grows you’ll likely find yourself needing more complex feedback options. Here are some key feedback capabilities you want your solution offer:
Plus any other in-app feedback collection asset you need for your product. Ensuring you’ve got a solution that ticks all your boxes is essential.
Continuous feedback options #
Another key consideration when choosing your in-app feedback solution is whether it enables you to collect continuous feedback. Feedback loops are essential for positive product development and improving the user experience.
Finding a tool that lets you quickly deploy surveys and other feedback opportunities in-product is a must for feedback-driven product development. You don’t want a solution that’s rigid in the way it enables you to gather feedback—you want a solution that gets you going with the click of a button.
High-quality support #
Last but not least, you want a tool that’s got your back if things don’t go to plan. Most in-app feedback solutions have customer support teams on hand to guide you through any confusion or complications.
However, just because customer support exists—it doesn’t mean that it’s easy to reach. Find a solution with a high-quality support team that answers your queries efficiently—not one that’ll leave you in the dark for days.
On top of a dedicated support team, you also want a solution that offers self-serve support. This could be via a help widget, a knowledge base, or a support community—among other options. Some problems don’t require a human touch, and self-serve support can help speed up the problem-solving process.
Start collecting in-app feedback for your product #
Providing your users with the best possible product experience involves listening to them and truly understanding their needs, pains, and wants.
Whether with in-product surveys or feedback widgets, you want to know what users think of your product while they’re using it. That’s how you get the best, most honest feedback possible—by asking for it as users engage with your product.
You want to give users an amazing customer experience, and there’s no better person to tell you how to do that than the user themselves. Find the best in-app feedback tool for you and start collecting, processing, and acting upon user feedback the right way.