In this digital-first world, understanding your customers’ experiences is more crucial than ever. While reaching them through digital channels should be easy, it often proves to be a challenge. To better understand the common challenges organizations face with digital feedback tools, we conducted a comprehensive market research study that revealed several critical pain points. If these challenges sound familiar, you’re not alone – but don’t fret, we promise there’s a better way.
Let’s dig into the biggest gripes people have with digital feedback programs – and see how Alchemer eases each of those pain points.
The reality of digital feedback programs: Common pain points
Pain Point #1: Lack of comprehensive platform (most common issue)
Feedback lives everywhere and often companies use different tools to collect from all those feedback touchpoints. When one tool gathers feedback via email and another through your website, consolidating all that data and customer feedback can be nearly impossible. Most organizations struggle with disconnected tools that create data silos and incomplete customer insights. This fragmented approach leads to missed opportunities and incomplete understanding of the customer journey.
How Alchemer helps: Comprehensive platform integration
Alchemer provides an integrated, omnichannel solution that collects feedback seamlessly across all available touchpoints. Collecting feedback is effortless with Alchemer. Use traditional surveys distributed across multiple channels to gather valuable insights. Additionally, capture feedback directly from interactions within your apps, website, or third-party .
Our platform connects feedback from every channel with your operational, behavioral, and transactional data, creating a holistic view of your customer’s journey. Alchemer’s Survey and Digital solutions enable you to engage with customers at the moments that matter. These tools enable you to build a robust voice of customer (VoC) program that scales with your business.
Alchemer combines real-time digital behavior with unique customer data to deliver powerful insights. Our platform empowers you to deepen relationships and connect with customers wherever they are in their journey.
Pain Point #2: Steep learning curve
Many platforms promise powerful features but are so complex that they require extensive training and technical expertise. This steep learning curve delays implementation and inhibits team adoption. The longer it takes to learn a new tool, the longer it takes to realize its value and ROI.
How Alchemer helps: Intuitive design that works for everyone
We understand how challenging it can be to get team members on board with a new tool, and a solution only works if it’s accessible to everyone. That’s why ease of use and quick implementation are built into our DNA. In fact, when we asked our customers, “What makes Alchemer special?”, they overwhelmingly pointed to the platforms ease of use with 37% selecting it as the top feature.
Alchemer’s streamlined design helps teams go from setup to insights in hours, not days. This means seeing value immediately without complex, time-consuming onboarding. Notably, 80% of customers say it’s quick and easy to implement, and 92% report that their ROI met or exceeded expectations. We know you and your team are ready to dive into customer feedback now—not months down the road. Don’t let the complexity of other platforms hold you back — start gathering insights today!
Pain Point #3: Missing features
We’ve all been there, excited to try a new platform, only to find out it’s missing that one key feature you need to make everything work. Standard feedback tools often lack crucial capabilities. As a result, organizations must cobble together multiple solutions to get the job done or miss out on valuable customer insights.
How Alchemer helps: Comprehensive feature set
Here are just a few of our customers’ favorite features packed with everything you want and even a few features you didn’t know you needed!
In-app customer interactions
- Show a Love Dialog to gauge customer sentiment and determine follow-up actions
- Start a conversation in the Message Center based on a customer’s response to the Love Dialog or from a button in a Prompt
- Use an in-app icon to start a conversation in the Message Center
- Assign messages to team members to ensure follow-up
Advanced customer targeting
Alchemer Digital’s key differentiator is its deep targeting capability, allowing users to track and engage customers across their entire journey. Easily collect targeted, real-time digital feedback and engage customers at exactly the right moment in their customer journey. Alchemer Digital offers advanced targeting options for mobile apps and websites, focusing on customer profiles and prior feedback.
- Target customers based on:
- Expressed sentiment – Whether they’ve repeatedly praised the app (“Fans”), expressed dissatisfaction (“Risks”), or recently changed their sentiment.
- Prior survey or prompt interactions – Target customers based on their past engagement with surveys or prompts.
- Completion of specific events or in-app activities– Such as a successful checkout or abandoned cart.
By combining these targeting methods, you can precisely identify which customers to engage, where they are in the app, and when to prompt them.
Personalized customer experiences
- Personalized Customer Experiences: Use customer-specific data like ID, email, OS, app version, and custom data to understand individual preferences and behaviors.
- Survey & Engagement Insights: Access detailed reports on how customers responded to surveys and interacted with prompts to measure engagement and sentiment.
- Cross-Platform Tracking: Set a Customer ID to track user behavior across different devices and platforms for a seamless experience.
Pain Point #4: Lack of customization
Generic, one-size-fits-all feedback interfaces can damage brand consistency and reduce response rates. Your customers expect a seamless, branded experience across all touchpoints.
How Alchemer helps: Custom experiences that match your brand
Research shows that 62% of people expect brands to provide a consistent experience. While every brand is unique, customers expect consistency across all touchpoints, including the surveys they interact with. With Alchemer, you can customize every touchpoint to match your brand identity. This ensures a consistent experience that builds trust and increases engagement. Our flexible customization options let you:
- Match your brand colors and styling
- Customize feedback collection interfaces
- Create branded reporting dashboards
- Design personalized customer communications
- Fully customize the look and feel of interactions to match app and campaign branding
- Use images in Prompts to add logos or promotional images that increase engagement
- Add rich text elements and in-line links to Prompts and Surveys to clarify messaging and get customers the info they need
- Add translations for interactions to ensure they’re shown in the right language for the customer
Pain Point #5: Poor or missing integrations
There is an overwhelming number of CRMs, project management tools, marketing software, and communication platforms available. Different companies use different tools, and even teams within those companies rely on varied solutions. Poor integration capabilities create data silos and manual workflows, reducing the effectiveness of your feedback program and increasing operational costs.
How Alchemer helps: Seamless Integration Capabilities
With hundreds of pre-built integrations, Alchemer works where you work. You can connect Alchemer to just about any other system without hassle. Integrate with platforms like Salesforce, Zendesk, Slack, Microsoft, Google, and more. Set up email alerts, sync with help desks, analyze interaction data through an API, and much more. This connectivity simplifies data management and helps you maximize the value of your feedback.
- Set up email alerts when App/Play store ratings drop
- Notify customers of unread messages with push notifications and email
- Sync messages with help desks including: Zendesk, UserVoice, Salesforce
- Build a custom webhook to use Fan Signals in other systems
Pain Point #6: Poor customer support
Many providers treat support as an afterthought or additional cost center, leaving you stranded when issues arise.
How Alchemer helps: Best in class support
Unlike competitors who charge extra for support, Alchemer includes comprehensive support at every stage of our relationship. We truly believe our support team is unmatched, and we’ll let our G2 Reviews speak for themselves.
When you work with Alchemer you get:
- Dedicated onboarding assistance
- Best-in-class support team
- Regular check-ins and optimization guidance
- Training and educational resources
Bottom line, we’re here when you need us, and we ensure your success in your feedback program every step of the way.
Conclusion:
Alchemer’s capabilities make it easy to collect feedback anywhere and everywhere so that your engagement strategy can evolve with your customers. Collect feedback during moments that matter, whether they happen in a survey, on your website or app, or in a third-party channel. We’ll help you expand your VoC capabilities and amplify the power of your feedback program. We offer a truly unified approach to feedback collection that goes beyond basic surveys. Our platform enables:
- Omnichannel feedback collection across surveys, websites, and apps
- Real-time digital behavior tracking and analysis tracking customers across their entire journey
- Seamless connection to operational, behavioral, and transactional data
Now, your customer-obsessed, data-driven teams can personalize customer experiences. You can now uncover actionable insights into your most valuable customer segments and empower cross-functional business impact—fast.
Ready to transform your digital feedback program? See how Alchemer can help you build a comprehensive voice of customer program that drives real results.
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