Retently Review: Customer Experience Management Software
Retently helps ecommerce brands and B2B companies gather customer feedback. It is designed for teams that need to track satisfaction across the customer lifecycle and use AI to identify issues.
At a glance
- Category
- Browse Customer Support tools
- Best for
- Ecommerce brands, B2B software and SaaS companies, Customer success teams
- Pricing
- Pricing was not clearly available from the provided evidence. A 7-day free trial is available. Buyers should confirm current pricing on the vendor website.
- Key use cases
- Post-Purchase Feedback, Support Ticket Quality Tracking, B2B Lifecycle Management, Closing the Feedback Loop
- Integrations
- Shopify, Gorgias, Klaviyo, Salesforce, HubSpot
- Official website
- Visit Retently official website
Retently is a customer experience management tool designed to help businesses gather and act on customer feedback. It supports several standard metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES), and collects this data via email, SMS, and in-app touchpoints.
The platform is designed for both B2B companies and ecommerce brands. For ecommerce users, it can trigger surveys based on order fulfillment or support ticket closures. For B2B users, it supports client relationship management through the customer lifecycle, from onboarding to quarterly business reviews.
Beyond collection, the tool includes an AI CX agent that can help identify specific issues within the feedback and suggest potential actions. It also supports automated response workflows to help teams follow up with unsatisfied customers.
Buyers should confirm that their specific CRM or ecommerce platform is supported by the available integrations to ensure feedback data flows into their existing workflows.
Key Features
Omnichannel Survey Collection
Collects feedback through email, SMS, and in-app channels.
NPS, CSAT, and CES Support
Supports standard customer experience metrics including Net Promoter Score, Customer Satisfaction, and Customer Effort Score.
AI CX Agent
Uses AI to analyze surveys, reviews, and tickets to identify issues and recommend actions.
Automated Response Workflows
Supports personalized autoresponders and team alerts based on the sentiment and urgency of the feedback received.
Journey Tracking
Allows businesses to measure satisfaction at specific touchpoints, such as post-purchase or after a support interaction.
Use Cases
Post-Purchase Feedback
Triggering NPS surveys after a Shopify order is fulfilled to understand the shopping experience.
Support Ticket Quality Tracking
Sending CSAT surveys automatically after a support ticket is closed in Zendesk or Gorgias.
B2B Lifecycle Management
Gathering insights during client onboarding or QBRs to support long-term engagement.
Closing the Feedback Loop
Using automated workflows to follow up with detractors and identify specific challenges they are facing.
Best For
- Ecommerce brands
- B2B software and SaaS companies
- Customer success teams
Integrations
- Shopify
- Gorgias
- Klaviyo
- Salesforce
- HubSpot
- Pipedrive
- Zendesk
- Intercom
- Slack
- Microsoft Teams
- Yotpo
- Okendo
- Freshdesk
- Richpanel
- Kustomer
- Gladly
- Zapier
Pricing
Pricing was not clearly available from the provided evidence. A 7-day free trial is available. Buyers should confirm current pricing on the vendor website.
FAQ
What types of surveys does Retently support?
- Retently supports Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) surveys.
How does Retently collect customer feedback?
- Feedback is gathered through several channels, including email, SMS, and in-app surveys.
Does Retently integrate with ecommerce platforms?
- Yes, it has integrations with platforms like Shopify, Gorgias, and Klaviyo to trigger surveys based on purchase or support events.
Is there a trial available for Retently?
- The evidence mentions a 7-day free trial option for new users.
Source category: Customer Support
Source subcategory: Survey & Feedback
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Categories
Software Type
How AI is used
Retently is a customer experience management platform for B2B and ecommerce brands that collects NPS, CSAT, and CES surveys. It supports omnichannel feedback collection and provides AI-powered insights to help identify customer issues.
Pros & Cons
Pros
- Broad range of collection channels including SMS and in-app.
- Integrations with ecommerce tools like Shopify and Klaviyo.
- AI-driven analysis can help pinpoint specific customer pain points.
- Supports multiple industry-standard CX metrics in one platform.
Cons
- Pricing details are not explicitly listed on the main pages.
- Specific limits of the 7-day trial are not detailed in the provided evidence.
