Delighted Software

Delighted Software

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FrontRunners 2020

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About Delighted

Delighted is a cloud-based customer experience (CX) management solution designed to help small to large enterprises gather and analyze customer feedback by conducting surveys across multiple platforms. Users can evaluate customer satisfaction through Net Promoter Score (NPS), CSAT score, 5-star ratings, smileys and emoji reactions. Enable teams at every journey stage - from sales through support - to gather feedback via email, website, SMS text, in-app, and in-person kiosk. URL link surveys can be used in email signatures, chats, social media or printed materials. Schedule surveys and ensure verified delivery using DKIM, SPF and DMARC authentication methods. Customers receive custom thank you messages after submission with next steps to close the loop. Real-ti...

Delighted Pricing

A 7-day free trial is available BILLED MONTHLY Free = $0 per month Premium = $249 per month Premium Plus = $499 per month Enterprise = Contact for pricing BILLED YEARLY: Free = $0 per month Premium = $224 per month Premium Plus = $449 per month Enterprise = Contact for pricing

Starting price: 

$224.00 per month

Free trial: 

Available

Free version: 

Available

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Delighted Reviews

Overall Rating

4.88

Ratings Breakdown

Secondary Ratings

Ease-of-use

5

Customer Support

5

Value for money

4.5

Functionality

4.5

Showing 1 - 5 of 41 reviews

User Profile

Oliver

Verified reviewer

Company size: 51-200 employees

Industry: Computer Software

Time used: Less than 6 months

Review Source: Capterra

This review was submitted organically. No incentive was offered

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

March 2020

Great solution and support

Very happy and satisfied. Fully recommend.

Pros

It’s price, simplicity and features. It matches what is available similar to qualtrics and survey monkey at a fraction of price. I didn’t need spent too much time setting up the solution and only ever needed support after the trail. The ability to test and play with integration with other systems during the trial was just amazing. I would really promote this solution to anybody looking to collect data on customer satisfaction.

Cons

Not much. I couldn’t t find much wrong .

Reasons for choosing Delighted

Price. No implementation charges. Easier integration.

Reasons for switching to Delighted

Better features and integration.

Shannon

Company size: 201-500 employees

Industry: Insurance

Review Source: Capterra

This review was submitted organically. No incentive was offered

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

November 2022

Off to a fantastic start

I was able to learn enough about the tool by just browsing the website on my own that I was confident asking for an exact budget before even starting my 7 day trial. The self-help resources are great, and I love the transparency with plan and pricing comparisons.

Pros

Self-serve onboarding/implementation with high quality help center documentation, responsive and friendly support, intuitive and digestible analytics and reporting.

Cons

I'm not yet sure how much we'll be able to use the tool for complete custom feedback surveys, but that could easily be because I just haven't tried yet. I'm only in the trial phase, but have been actively looking for problems after struggling with another survey solution for several months, and I haven't yet found any.

Reasons for switching to Delighted

We wanted to put NPS surveys in multiple places (email, in our help center, in-app, etc) and each one was managed and reported on individually. The analytics were lacking, and I was aggregating everything and doing line-by-line sentiment analysis in a spreadsheet. I even had to export and manually calculate the NPS scores. Another huge factor was an integration with Salesforce and the ability to roll up results by account and trigger surveys based on closed cases and other activity in our CRM.

User Profile

Simon

Verified reviewer

Company size: 11-50 employees

Industry: Apparel & Fashion

Time used: Less than 12 months

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

EASE OF USE

5

VALUE FOR MONEY

3

CUSTOMER SUPPORT

5

FUNCTIONALITY

3

December 2018

Excellent nps survey tool that’s easy to use

Delighted is a good value for money tool, we switched to it from AskNicely. Setting it up and connecting it to our CRM (Intercom) went well and when you connect it to your own back office through their API and Zapier you can do lots of stuff.

Pros

Great graphical interface, easy navigation and configuration and multi language support.

Cons

Not really a con but I’d love to see a way to embed reviews.

Atulinda

Company size: 201-500 employees

Industry: Entertainment

Time used: Less than 2 years

Review Source: Capterra

This review was submitted organically. No incentive was offered

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

October 2022

automates workflow

Pros

The tool automates well with Zendesk and requires no technical coding- Zendesk integration is the best about this tool. You easily create a rule that can be set to send emails whenever a ticket is marked solved from Zendesk to understand how clients feel about general customer support and product

Cons

The premium part is very expensive, and the SDK require more technical knowledge if you need to integrate the tool within an application

Diana

Company size: 201-500 employees

Industry: Computer Software

Time used: Less than 6 months

Review Source: Capterra

This review was submitted organically. No incentive was offered

EASE OF USE

4

VALUE FOR MONEY

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

May 2020

Keep up a good work

Pros

It is really easy to use, but also customizable and has integrations with popular ticketing systems.

Cons

By default, multiple responses from the same customers are overwritten. But the Support Agent was very efficient in solving this matter for me.

Reasons for switching to Delighted

It provides a free plan, which is a really good option for our business. It's really easy to set up and offers all of the needed options.

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