What is Enterprise Feedback Management Software?

Enterprise feedback management (EFM) software centralizes all customer feedback into a single hub where all data and information are easily accessible and packaged by analysis. It performs data collection on customer feedback to provide businesses with actionable customer or employee insights. EFM accomplishes this by creating and distributing optimized customer surveys to request feedback on their experience with the product. EFM software or enterprise feedback management systems benefit businesses by compiling feedback across multiple channels into a single coherent picture of the customer experience. Structuring this feedback helps a company’s marketing, sales, and product development teams better visualize where to find customer pain points and opportunities. Furthermore, the insights gleaned can aid business strategy and decision making by notifying leaders of negative feedback in real time. EFM is an excellent tool to promote customer loyalty by acting as a company’s listening instrument. It should be noted that EFM software focuses more on external customer feedback rather than internal employee feedback. EFM software can perform all the capabilities required for products in the Survey category. Similarly, tools in the Experience Management (EM) category can perform all of the features described in the EFM category. The Survey, Enterprise Feedback Management, and Experience Management are mutually exclusive categories. Depending on business needs, the company may need more or less than what EFM software offers. What Types of Enterprise Feedback Management Software Exist? Although most EFM software allows for creating custom surveys with unlimited questions, some EFM platforms provide more granularity regarding certain survey formats. Below is a list of a few buyers might see in various EFM software. Net promoter score (NPS) surveys The NPS survey is one of the best EFM tools to measure customer loyalty. An NPS survey gauges customer satisfaction by asking customers a single question. Often, this question is like, "How likely are you to recommend products to a friend or colleague?" Customers then respond to the question on a scale of 1–10. Companies translate those scores to identify how many customers were detractors (1–5), neutral (6–8), or promoters (9–10). The NPS gives a company a better sense of its performance. Over time, a company can compare its performance on the NPS survey to see if it is losing or gaining customer loyalty. Narrowing down the brand performance to one question increases users' chances of participating in the company’s survey. Customer effort score (CES) surveys A CES survey asks customers a single question about how easy it is for them to get the support they need. This is a great way to isolate customer satisfaction needs based on customer support and understand if customer service is an aspect of the business that is lacking. Customer satisfaction surveys A customer satisfaction survey allows customers to answer various questions based on a particular experience at a company. This can be a reaction to a company-sponsored event or a particular product. The end goal is to measure short-term customer satisfaction. This can be a helpful marketing tool to promote a particular product or experience and develop a long-term plan based on what products are working well.

What are the Common Features of Enterprise Feedback Management Software?

EFM products contain these core features as part of their package: Survey builder: The main feature of EFM software is its survey creation capabilities. Users create custom surveys to distribute to customers and record their responses to an internal team using a centralized EFM database. Team members can then collaborate on the survey within the EFM software and add supplementary questions or edit other aspects. The survey interface also allows for customized survey layouts and company-branded images, giving the survey a more professional look. Omnichannel feedback: EFM software can make it easy for customers to share their feedback by answering surveys through a customer's preferred communication channel. This allows companies to give customers multiple options, translating to a higher participation rate. Triggered workflows: When a customer completes a survey, EFM software will automatically notify the user and automate the next step in the feedback process. This helps with workflow management and customer follow-up. Depending on the customer sentiment, different workflow tasks may be triggered. PR teams may be in charge of responding to customers who responded negatively to the survey, while marketers may be the ones to promote the positive responses. The triggered workflow function lets the company decide how relevant content is routed to the appropriate teams. Data reports: EFM software provides users with data-driven analytics. Instead of manually counting the number of customer responses and identifying important keywords, EFM software will do all the calculations, providing numerical data based on customer feedback. Text analytics: Text analytics allows users to gather data from open-ended questions that are asked within customer surveys. While businesses can easily and simply gather insight from questions that can be answered in a straightforward "yes" or "no," open-ended questions are more challenging to sift through. Open-ended questions are important to add to any survey because they allow the customer to elaborate on common problems that they are experiencing with a product or brand. Text analytics can sort customer sentiment based on keywords, efficiently organizing the data. Customer interaction: Some EFM solutions allow users to contact customers directly through the software’s dashboard. This enables users to respond to negative customer sentiment as soon as possible and engage in conversation regarding the customer’s negative experience with the brand or product. Other enterprise feedback management software features include Brand Design Consistency, Device Responsiveness, and Security.

What are the Benefits of Enterprise Feedback Management Software?

Outreach: EFM software has the ability to reach out for customer feedback across communication channels, like SMS, email, live chat, and social media. This expands the company’s ability to recognize a large portion of its customer population, providing the most accurate and granular datasets to best inform its marketing, sales, and customer service teams on how to respond to each opportunity. Customer insight: With highly customizable survey building instruments, the ability to ask for customer feedback is only limited by the user’s ability to communicate their question. The feedback from tailored survey instruments designed by an SME gives a company the most impactful insights into customer needs to guide its business strategies moving forward. Customer loyalty: Creating an avenue for customer feedback makes them feel heard and promotes quick resolutions to their pain points. Building a relationship where the customer feels heard creates trust and comfort that is difficult to put a price tag on. For customer success managers, these efforts are critically important for customer retention. Overall, loyalty is heavily impacted by customer experience. Notification: Using EFM software to keep an ear on the ground can prepare the business against unforeseen challenges that can negatively impact its business-customer relationship. A robust EFM infrastructure allows the company to react decisively whenever customers voice a complaint or a negative experience.

Enterprise Feedback Management Software | Device Responsiveness

HubSpot Service Hub

Service Hub delivers AI-powered customer service at scale by unifying customer insights, providing omnichannel support tools, and enabling efficient self-service options within a single platform. Core Value Proposition: Service Hub addresses three critical customer service challenges: scaling support teams without proportional headcount increases, maintaining service quality across multiple communication channels, and leveraging customer data to drive retention and growth. The platform connects customer service data with information from sales and marketing, providing support representatives with complete customer context. Key Capabilities: Omnichannel Help Desk: Service Hub consolidates support requests from multiple communication channels into a single interface. Teams manage all customer communications without switching between tools, ensuring consistent response quality across channels. AI-Powered Efficiency: The platform includes AI features that automate ticket routing, suggest relevant knowledge base articles, and identify patterns in customer issues to improve resolution speed and support team productivity. Self-Service Tools: Service Hub provides knowledge base creation, chatbot functionality, and customer portal capabilities enabling customers to find answers independently. This reduces ticket volume and support team workload while improving customer satisfaction. Data-Driven Retention: The platform offers customer health scoring, efficiency reporting, and trend analysis that help service leaders identify at-risk accounts, optimize team performance, and connect support activities to business growth metrics. Service Hub vs. Alternatives: Unlike standalone ticketing systems operating in isolation, Service Hub shares customer data with sales and marketing platforms, enabling support teams to see complete customer journey context. Representatives can access purchase history, marketing interactions, and sales conversations without needing to request information from other departments. Service Hub eliminates the need to purchase and integrate separate tools for live chat, knowledge base management, customer feedback collection, and service analytics by providing these capabilities within the unified HubSpot platform. Who Should Use Service Hub: Service Hub serves customer experience leaders seeking to scale support efficiently, support teams needing complete customer context for quality service delivery, and organizations wanting to connect service metrics to retention and growth outcomes. The platform enables CX leaders to focus on efficient reps empowered by AI. Outcome: Service Hub helps teams deliver delightful support at scale with unified customer insights, create efficient reps empowered by AI, and scale their company, not complexity.

Average Rating: 4.4/5.0

Total Reviews: 2,827

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How Do G2 Users Rate HubSpot Service Hub?

Ease of Use: 8.6/10 (Category avg: 9.1/10)
Brand Design Consistency: 8.6/10 (Category avg: 9.0/10)
Feedback Collection: 8.7/10 (Category avg: 9.2/10)
Feedback Aggregation: 8.5/10 (Category avg: 8.9/10)

Who Is the Company Behind HubSpot Service Hub?

Seller: HubSpot
Company Website:
Year Founded: 2006
HQ Location: Cambridge, Massachusetts, United States
Twitter: @HubSpot
784,270 Twitter followers
LinkedIn® Page: www.linkedin.com
17,628 employees on LinkedIn®

Who Uses This Product?

Who Uses This: Customer Success Manager, Customer Success Specialist
Top Industries: Computer Software, Information Technology and Services
Company Size: 60% Small, 37% Medium

What Do G2 Reviewers Say About HubSpot Service Hub?

AI-generated summary from verified user reviews

Pros

Users commend the ease of use of HubSpot Service Hub, streamlining communication and enhancing decision-making effortlessly.
Users love the seamless integration of features in HubSpot Service Hub, enhancing communication and accessibility of insights.
Users highly value the responsive customer support of HubSpot Service Hub, ensuring quick assistance for any inquiries.
Users appreciate the efficiency of HubSpot Service Hub, streamlining tasks and enhancing productivity effectively.
Users appreciate the convenient ticketing system of HubSpot Service Hub, efficiently managing all customer interactions in one place.

Cons

Users find missing features in HubSpot Service Hub, especially in customization and advanced functionalities requiring higher plans.
Users find limited customization in contacts and reporting features, hindering their ability to effectively manage multiple properties.
Users feel the limited features of HubSpot Service Hub hinder customization and efficiency in their workflows.
Users report a lack of features in HubSpot Service Hub, hindering usability and cross-team collaboration.
Users face limited email processing options and struggle with ticket management inefficiencies in HubSpot Service Hub.

What Are Recent G2 Reviews of HubSpot Service Hub?

"All Contact Info in One Place, Plus Helpful Breeze AI"

Rating: 4.5/5.0 stars

— Eric V.

Product	Best for	User Review
Agentforce Service... 4.4/5(7,359)	Omnichannel feedback capture inside Salesforce customer records	"The Evolution of Service: Bridging the Gap Between Data and Action."
Service Hub 4.4/5(2,924)	CRM-native feedback surveys with lifecycle-triggered automation	"All Contact Info in One Place, Plus Helpful Breeze AI"
Glassbox 4.9/5(809)	Tagless behavioral-session feedback and struggle analytics	"Glassbox:Transforms Digital Insights with Powerful Analytics and Seamless Session Replays"
ReputationStacker 4.9/5(105)	Multi-location review generation with centralized feedback analytics	"Hands-Off Reputation Management That Drives Reviews and Boosts Visibility"
Delighted 4.7/5(60)	NPS/CSAT closed-loop feedback with multi-channel survey triggering	"Very VERY intuitive 👏"
Simplesat 4.8/5(168)	Post-ticket CSAT collection with PSA integration	"Simplesat: Easy, Efficient, with Resilient Support"

Best Enterprise Feedback Management Software with Device Responsiveness Capabilities

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