Wootric

What is Wootric

Wootric is a customer experience management (CXM) platform designed to help businesses collect and analyze customer feedback. The core purpose of the tool is to measure customer sentiment using standard metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES). It is particularly popular among digital applications and B2B SaaS companies. The platform allows businesses to deploy surveys at key moments in the customer journey, such as after a purchase or a support interaction. Wootric was founded in 2014 and was later acquired by InMoment, a larger leader in the experience improvement space. This acquisition combined Wootric's digital feedback capabilities with InMoment's broader CX portfolio.

Wootric Features

• Multi-Channel Surveys: Collect feedback from customers wherever they are. You can send surveys through email, SMS, in-app messages, or a simple web link.
• Standard CX Metrics: Easily implement and track NPS, CSAT, and CES to measure customer loyalty, satisfaction, and ease of experience.
• AI-Powered Text Analytics: The platform uses machine learning to automatically analyze qualitative feedback. It identifies themes, topics, and sentiment from open-ended comments, saving you hours of manual work.
• Customizable Dashboards: Create and share dashboards that show key metrics and trends. You can filter data by customer segments, date ranges, and other properties to get deeper insights.
• Real-Time Feedback: See feedback as it arrives, allowing your teams to react quickly to customer issues or positive comments.
• Workflow Automation: Set up rules to trigger actions in other systems. For example, you can create a support ticket in Zendesk for every negative review or send a Slack notification to your team.
• Close the Loop: Engage directly with customers who leave feedback. This helps in resolving issues and showing customers that their voice is heard.

Wootric Pricing Plans

Wootric, as part of InMoment, offers several pricing tiers designed for different business sizes. The plans are typically based on the number of survey responses and the feature set.

• Professional Plan: This plan is aimed at small to medium-sized businesses. It includes core features like NPS, CSAT, and CES surveys, basic reporting dashboards, and some integrations.
• Business Plan: Designed for growing companies, this tier offers more advanced features. It includes AI-powered text and sentiment analysis, more customization options, and integrations with key business systems like Salesforce.
• Enterprise Plan: This is a custom plan for large organizations with complex needs. It provides the full suite of features, including advanced security, dedicated support, custom integrations, and comprehensive analytics across multiple data sources.

Wootric Free Plan

Wootric typically offers a free trial for businesses to test the platform's capabilities. In the past, they have also offered a limited free plan that allows companies to run one survey type (like NPS) for a small number of responses per month. This is a good way to start collecting feedback without any initial investment. The trial gives you access to more premium features for a limited time, helping you decide which paid plan is right for your needs.

How to use Wootric

Getting started with Wootric is a straightforward process.

1. Sign Up: Create an account on the Wootric website.
2. Choose a Survey: Select the type of survey you want to run (NPS, CSAT, or CES).
3. Customize Your Survey: Add your company logo, customize the questions, and adjust the thank you message.
4. Select a Channel: Decide how you will send the survey. For in-app surveys, you will need to install a small piece of code (a JavaScript snippet) in your application. For email surveys, you can connect your email provider or upload a list of contacts.
5. Launch the Survey: Activate your survey to start collecting feedback.
6. Analyze Results: Monitor your dashboard to see scores and comments in real-time. Use the analytics tools to understand trends and themes in the feedback.
7. Integrate and Automate: Connect Wootric to your other tools like Slack or Salesforce to automate follow-up actions and share insights with your team.

Pros and Cons of Wootric

Pros:

• Easy to Implement: Setting up in-app and email surveys is simple and fast.
• Powerful AI Analytics: The automatic analysis of text feedback is a major advantage, providing deep insights without manual effort.
• Real-time Data: The platform provides immediate access to feedback, helping teams to be more responsive.
• Good for SaaS: It is especially well-suited for digital products and SaaS companies that need to collect feedback within their applications.
• Strong Integrations: Connects well with many popular business tools.

Cons:

• Cost: The pricing can be high for businesses that need to collect a large volume of feedback.
• Limited Survey Customization: While easy to use, the survey design options are not as flexible as dedicated survey builders.
• Reporting Complexity: For very deep, custom analysis, some users may find the reporting features less powerful than a dedicated business intelligence (BI) tool.

Wootric integrations

Wootric offers a range of integrations to connect customer feedback with your existing workflows and business systems.

• Salesforce: Sync feedback data directly to customer profiles in Salesforce. This gives your sales and success teams a complete view of customer health.
• Zendesk: Create support tickets automatically from negative feedback to ensure issues are addressed quickly.
• Slack: Receive real-time notifications for new feedback in your team's Slack channels.
• Intercom: Trigger surveys based on user actions in Intercom and view feedback within the Intercom interface.
• Segment: Use Segment to send user data to Wootric, making it easy to target surveys to specific user groups.
• Zapier: Connect Wootric to hundreds of other applications through Zapier to create custom automations.

Wootric Alternatives

• Qualtrics: An enterprise-level experience management platform. It is more powerful and comprehensive than Wootric but also significantly more complex and expensive. It is best for large corporations with dedicated research teams.
• SurveyMonkey (GetFeedback): SurveyMonkey is a broad survey tool, while its GetFeedback product is a direct competitor. GetFeedback is strong in Salesforce integration and creating branded surveys, making it a good choice for sales and marketing teams.
• Hotjar: Hotjar combines user feedback tools (like surveys and polls) with behavior analytics (like heatmaps and session recordings). It is a great alternative if you want to understand both what users say and what they do on your website.
• AskNicely: A platform focused primarily on NPS. It is known for its simplicity and ease of use, making it a good choice for companies that want a straightforward way to track customer loyalty and automate responses.

Wootric API

Wootric provides a REST API for developers. This allows for deeper integration with your own systems. With the API, you can programmatically send user data to Wootric, trigger surveys for specific users at specific times, and pull feedback data into your own applications or data warehouses. To use the API, you need to obtain an API key and secret, which are available in your Wootric account settings under the 'API' section.

Here is a simple example of how you might send user data to Wootric using a cURL command:

curl -X POST https://api.wootric.com/v1/end_users \
-u 'YOUR_CLIENT_ID:YOUR_CLIENT_SECRET' \
-d 'email=customer@example.com' \
-d 'external_created_at=1457048348' \
-d 'properties[plan]=enterprise'

This allows for flexible and powerful control over how and when you collect feedback.

Wootric Affiliate program

Wootric, as part of InMoment, does not have a public, self-service affiliate program in the traditional sense. Instead, they offer a Partner Program for businesses like consulting firms, agencies, and technology companies that want to collaborate. This program is designed for strategic partnerships rather than simple link referrals. If you are interested in becoming a partner, you should contact their business development or partnership team through their official website to discuss potential opportunities. They may offer referral fees or revenue sharing agreements depending on the nature of the partnership.