About Herald

Herald is a customer experience management software designed to help startups capture, consolidate, organize and quantify customer feedback. Administrators can automate follow-ups and streamline discussions to resolve clients’ problems on a unified interface.

The platform enables product managers to collect feedback regarding issues from various channels including Slack, CRM and email threads. Herald allows customer-facing teams to update account owners regarding the status of requested features in accordance with product strategies. Additionally, operators can view feedback history across accounts and track the status of requests in real-time. \ Herald offers an application programming interface (API), which lets businesses integrate the system with several ...


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10 Reviews of Herald

Average User Ratings

Overall

5 / 5 stars

Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

Ratings Snapshot

5 stars

(10)

10

4 stars

(0)

0

3 stars

(0)

0

2 stars

(0)

0

1 stars

(0)

0

Likelihood to Recommend

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February 2021

User Profile Picture

Daryna from OpenPhone

Verified Reviewer

Company Size: 11-50 employees

Industry: Wireless

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

February 2021

I recommend Herald to other companies all the time

We love using Herald and I recommend it to companies any chance I can!

Pros

Herald is the easiest way to track your feature requests, feedback, testimonials. It's the key to getting product-market fit and you'd be crazy not to use it :) It's easy to use and helps you understand your customers better. Wish I discovered it from day 1 of our company.

Cons

There's very little not to like. The team implements feedback very quickly so anything we suggest makes its way to their product.

March 2021

Ludvig from Matteappen / MagmaMath

Company Size: 2-10 employees

Industry: E-Learning

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

March 2021

Herald helps us build what our users want

We are obsessed with user feedback and building what our users want. With Herald, it is simple to keep track of what the users really want, even when customer base grows. Herald helps us across process of 1) gathering feedback 2) sorting & organizing feedback to make product decisions 3) re-connecting with users who requested features and communicating about product updates. The Herald team is amazing to interact with and walk the talk, being really focused on building a great product and listening to user feedback.

Pros

1) Herald makes it simple and fast to gather qualitative feedback from users. Integration to Intercom is great and Chrome plugin makes it easy to use for anyone to use it, regardless of role in the company. 2) Being able to sort and filter the feedbacks and organize it into topics, enables us to take data-driven decisions fast. 3) Being able to reconnect to users who requested certain features is widely appreciated and helps us follow up on new product updates, making sure implementation really have impact.

Cons

No major things atm. All problems I have had or features I have been missing, has been taken care of by the Herald team. Lots of new features have been pushed out last year. If there is something you don't like, expect it to be fixed within a couple of weeks.

Reasons for Choosing Herald

Before Herald, customer feedback was scattered across lots of different places: mails, google forms, google sheets, minds of team members, presentations and own scrappy solutions with zapier etc. This made it hard to take good, fast and informed decisions. We looked into some tools, but found most of them too complex and overcomplicated for us being a smaller team. Most solutions also focused on automating sending out surveys, but we wanted gather and organize the feedback already reaching us through our customer support and existing interaction with users.

February 2021

Dhawal from White Swan

Company Size: 2-10 employees

Industry: Financial Services

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

4.0

February 2021

One Click Capture is a game changer!

Solid product, great value compared to the competitors, and a pretty intuitive product once you get started.

Pros

The one click capture was an a-ha! moment for us. Between sales, marketing and support, our agents get feedback from customers from all over. We needed a way to capture their feedback and codify it without worrying about some complex setup. From previous roles, I know that the more complex it is, the more unlikely it is that people will capture and codify user feedback. The browser plugin was just click and capture and our team likes that. The weekly Voice of the Customer reports are great to help everyone know exactly why we make the product choices we make. Great features so far!

Cons

I found it cumbersome that I had to install a browser extension and capture something before I could even access my workspace. Of course later on I learned that this little barrier to get started actually saves tons of time in the future and actually increases the likelihood across the team that feedback gets captured.

February 2021

Ty from OpenPhone

Company Size: 11-50 employees

Industry: Telecommunications

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

February 2021

Herald - the perfect product for tracking and following up on feedback, and so much more!

Pros

The ease at which you're able to capture customer feedback is incredible. If you're not familiar with Herald, you can learn how to become a pro in less than a few hours. The speed at which this team releases high-quality, bug-free software is remarkable. They're always shipping! And the one or two times that minor bugs have occurred, they were quick in their replies and resolve the issues within a few hours. The biggest benefit is the easy of which we're able to follow up with our users. Our user's have this "wow" moment, where they're amazed by the personalized outreach when we ship their long-ago requested feature. This is all possible thanks to Herald!

Cons

Nothing that I know of! We haven't used all of it's recently shipped features, but for what we use Herald for, it's incredible!

Reasons for Switching to Herald

Canny is a great product and we had a great experience using it; however, the ability to easily and quickly snag quotes to provide context to the feedback made Herald a no-brainer. We've never looked back!

February 2021

Jessez from Beacons

Company Size: 2-10 employees

Industry: Information Technology and Services

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

February 2021

Herald - the fastest, easiest way to start aggregating insights from your customer interactions

We use Herald to aggregate customer feedback across emails and notes. It's made all of this a breeze.

Pros

Customer service is insane. As a company building a product about listening to your customers, [SENSITIVE CONTENT HIDDEN] do a great practicing what they preach. A responsive customer service team and a pretty well-integrated tool.

Cons

Not enough automation. Not sure what the solution is, but having to take a few more steps after each customer interaction can get a bit tedious.

Reasons for Choosing Herald

The founders reached out to us and were super hands on.

Response from Herald

Replied February 2021

Thanks for this Jessez! We're going to work away at building better automation. In the meantime, glad to hear that our customer service is a bright beacon for you (pun intended)!

February 2021

Daryl from OpenPhone

Company Size: 11-50 employees

Industry: Telecommunications

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

February 2021

A great tool for capturing customer feedback

We get a lot of feature requests from customers and just a few clicks and getting the details of the request and we're able to get it to Herald - in just about 10 seconds!

Pros

The ease of use in capturing customer feedback and integration with different web browsers.

Cons

At first, there were issues with the web browser extensions but that got resolved. :)

Reasons for Switching to Herald

Herald is just more user-friendly. Customer service has been really helpful in getting our account set up and helping us if we encounter issues.

February 2021

Jakub from Deepnote

Company Size: 11-50 employees

Industry: Computer Software

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

Functionality

5.0

February 2021

Great tool for tracking user feedback

Pros

Easy to set up, very helpful customer support, feature rich.

Cons

We were one of the first users so some of the features we needed (e.g. APIs) were not yet supported, but they were always quickly added.

Response from Herald

Replied February 2021

Thanks Jakub! Appreciate the feedback. Looking forward to working even more together.

February 2021

Jorge from Cuanto

Company Size: 11-50 employees

Industry: Computer Software

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

February 2021

The voice of the customer

Pros

Herald allows to quickly and effortlessly capture user feedback in an organized and easily quantifiable and retrievable way.

Cons

It would be nice to prioritize with parameters beyond count, but I understand the product is not meant for that

February 2021

Robert from Deepnote

Company Size: 11-50 employees

Industry: Information Technology and Services

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

Functionality

5.0

February 2021

Herald is great

It's been pretty great

Pros

The interface it provides for the entire engineering team to interact with customer feedback (slack and email).

Cons

Probably just asking everyone to use it correctly

Response from Herald

Replied February 2021

Hey Robert, Thanks for the feedback! Glad to hear that the Deepnote team is able to use it so well.

February 2021

Cai from OpenPhone

Company Size: 11-50 employees

Industry: Telecommunications

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

February 2021

A great app for product designers

Herald makes it super easy for myself as a product designer gain insight and visibility on common feature requests and issues that our customers are facing.

Pros

The ability to save filters as a view is super helpful, so that I can jump straight into seeing only what I need at any given time. Also I noticed that performance has been massively improved (using Safari) over the past few months.

Cons

In some areas the color contrast is a bit lacking, and can sometimes make things hard to see.