Chameleon vs WalkMe: Which Tool is Best For Customer Feedback
Is Chameleon or WalkMe the best tool for customer feedback? And is there a better in-app onboarding software that would better fit your needs?
With so many alternatives on review sites, it’s a bit tricky to really choose one.
You need to consider your priorities and what functionality you’ll need from the tool to get the job done. Then there’s also the price that needs to match your budget. Right?
In this post, we’ll discuss exactly that – what the perfect tool for customer feedback should deliver and which will be the best choice for your company’s needs.
Let’s dive in!
TL;DR
- Collecting customer feedback helps you understand your users’ needs through real-time insights that inform future feature and product decisions.
- Customer feedback tools facilitate feedback collection at scale without disrupting the user experience or needing help from your dev team to design, launch and analyze the data.
- You need a customer feedback tool to create and customize different forms of micro surveys, segment customers by their responses, and conduct a user sentiment analysis.
- The tool should support multiple forms of micro surveys, have customization capabilities, support feedback analytics and response monitoring, as well as 3rd party integrations.
- Chameleon is a powerful and effective tool for collecting user feedback: use different templates for various surveys and customize them to your liking. The only downside is analytics.
- WalkMe is an enterprise onboarding tool, mostly used for employee onboarding. Similar to Chameleon, WalkMe offers a quite good customer feedback collection and analysis tool for SaaS – you can create different types of surveys such as NPS, CSAT, and CES and customize them with different question types such as free text, single selection, multiple selections, rating, etc. Then, you can easily analyze the survey results and data in the “Insights” section.
- When it comes to pricing, WalkMe, and Chameleon are at opposite extremes: starting at $349 per month, you can start collecting NPS feedback with Chameleon, a functionality that can cost $55,000 or more with WalkMe (their price is on-demand only)
- There’s a better alternative both in terms of money and value if neither Userguiding nor WalkMe is what you expected. Userpilot offers the best of both worlds – easy setup of the in-app customer feedback surveys, full customizability, and in-app analytics options, and yet – it’s perfectly affordable with plans starting at $249 per month!
- Userpilot’s new robust surveys offer a range of interactive in-app surveys featuring NPS, CSAT, CES, and PMF. You can fully customize the survey look and feel and set the trigger frequency and specific targeting. Then, you can analyze the scores, tag responses, and use the data to create specific user segments.
Looking for the best tool for customer feedback? Search no more!
What is customer feedback?
Customer feedback is any information provided by customers about their experience with a product or service. By analyzing customer feedback, you can reveal their level of satisfaction and pinpoint areas for improvement.
Why should you care about customer feedback?
Customer feedback is important if you want to truly serve your customers and come up with solutions that can solve their pain points.
Here is why customer feedback matters:
- Understand whether customers see value in your product and if it meets their needs
- Uncover weak spots of your product and bottlenecks that disturb the customer journey
- Make your customers voices heard and acknowledge them that they are important to you
- Collect real-time insights on the go as you’re introducing new features or product updates
Why do you need tools for customer feedback?
Wondering why you even need a customer feedback tool? There are several reasons why you may need one:
Collecting customer feedback should be a standard procedure for any product team.It should be consistent and gained across different stages of the customer journey so you can measure customer experience in different situations. This might be time-consuming but thanks to customer feedback tools, the process can be hassle-free and literally without any coding.
Here’s how customer feedback tools help.
- Create different forms of microsurveys, such as NPS, CSAT, CES, PMF to collect contextual feedback
- Customize the surveys so they are aligned with your brand and match the interface of your app
- Segment customers by their feedback so you can create personalized flows for them
- Conduct a user sentiment analysis to understand your customers better
Now you might ask yourself, how to choose the right customer feedback tool for your SaaS? This is what we will be discussing next.
Must-have features for customer feedback?
Before deciding which customer feedback tool works best, you should understand what features any solid tool must provide.
Here’s what to look for before making a buying decision:
- Make sure the tool you choose supports multiple forms of microsurveys. The most important and popular ones for collecting customer feedback include the Net Promoter Score, Customer satisfaction score, Customer effort score, product-market fit survey, etc
- You should also get customization capabilities so that the surveys you create match your interface and don’t look odd. No tool branding is also preferable
- Feedback analytics and response monitoring are the next key features if you want to not only collect feedback but also analyze it and understand the intent behind your customers’ scores.
- Integration with 3rd party survey and analytics tools so you can enrich your surveys to make the most out of the customer feedback
There you have it. These are the basic features you should be looking for, but the tool you should go with must be dependent on your specific goals. You might need a tool that must cover all of these features but if you don’t need complex features, you should be completely ok with a tool with limited functionalities.
Chameleon for customer feedback
Chameleon is a digital adoption platform with a difference: while the other tools discussed are mostly no-code, Chameleon will require some developer involvement.
Nevertheless, it’s a powerful and effective tool that works in a similar way to Userpilot and offers similar features: surveys, analytics, templates, goals, A/B testing, and checklists.
Here’s how you can collect user feedback with Chameleon:
- Build different types of micro surveys (limited to 5 on the Startup plan) such as NPS, CSAT, CES, Opt-in, and custom feedback types.
- Personalize the surveys as you wish (you will need help from a developer or may require CSS skills).
- You can select the survey’s frequency and whether you want it to repeat.
- You get access to basic completion reports. Most of the additional data will need to be analyzed in your analytics tools that Chameleon integrates with and sends data to.
- You will see your NPS score in the reports but for the rest of the micro surveys, you will need analytics tools.
It’s great that Chameleon lets you build beautiful micro surveys but it might not be the best tool if you want to analyze the data and most importantly act on it.
For example, with Userpilot you can create custom user segments based on survey responses or NPS scores and trigger specific in-app flows for them.
Pros of Chameleon?
Chameleon is a robust tool for your onboarding and adoption needs. Here are the main pros to consider if you’re still deciding:
- Offers a good range of in-app messaging and UI patterns. You can create custom modals, slideouts, tooltips, hotspots, launchers (checklists or resource hub), and more.
- Good segmentation options, you can either build different user segments inside the product, or you can integrate your Chameleon account with other tools and import your data.
- Can be used on 3rd party tools, meaning you can use it for employee onboarding too.
- Offers a good range of two-way integrations: Mixpanel, Segment, Intercom, Customer.io, Segment, Hubspot etc.
Cons of Chameleon?
While Chameleon is a great tool, the main downside is the cost and restrictions you get with it. Here are the main cons of the tool:
- There are some limitations to user onboarding flows. You can’t run multiple in-app experiences at the same time, as you can in Userpilot. Instead, Chameleon enables you to create user onboarding campaigns (different sequences of product tours shown over time).
- It’s built for single-page apps: Chameleon can’t build flows that run over multiple URLs.
- Doesn’t offer a self-service resource center where users can access multiple guides and tutorials or contact support. It does provide launchers that are similar but more restricted. A launcher can be a checklist or a list of resources, but can’t be both.
- It has a steeper learning curve and it’s not a completely no-code tool.
- The Startup (starter) plan is quite restrictive and expensive (starts at $349/mo for 2500 MAU and includes 1 Launcher only and 5 micro surveys). You will need to go for Growth ($1249/mo) if you want to drive product adoption.
What users say about Chameleon?
Users appreciate Chameleon’s versatile functionalities. Let’s see what they have to say about it.
I love the variety of formats we can build in Chameleon, from interactive tooltips to progressive tours and launchers! It’s also really easy to track performance of each of these and adjust accordingly. The interface still feels quite clunky whenever I’m in build mode. For instance, I don’t like that I have to use markdown and CSS when formatting text instead of having an inline styling menu to select from. Then there’s also the issue of surveys or tour steps appearing where they’re not supposed to, apparently mistaking an element in another page for the anchor. -Nikki D
Chameleon is a good tool overall and it’s loved by its users. Most complaints are about the price and some limitations such as customization of tours and reporting and analytics.
I wish there was an easier way to schedule content for release and more button options on the Tours. However, I think the scheduling feature is coming soon! I also wish it was easier to customize how launchers look without needing to know how to code UI changes in. – Lubana L.
There is limited reporting and dashboarding functionality within Chameleon currently. – Administrator in Financial Services
I think the software is a bit on the pricey side, but since it lets us do things that we would normally need our developers to do, we are truly saving in the grand scheme of things. It means we can focus on features and bug fixes, instead of building a new communication method that would only be used internally!-Nathalie L.
Is Chameleon the right fit for your business?
Chameleon is a great tool but we can’t say it’s the best there is. Here are three main reasons why you might consider an alternative.
- To get access to all the needed tools for proper customer feedback collection you need to pay for the higher plans that can get expensive.
- Chameleon focuses on customization but in most cases, you will need a lot of CSS to achieve the look and feel of your brand. There are other tools that are truly no-code.
- If you need proper product and user analytics without having to pay for extra tools and integrate with Chameleon, you might need to consider a different tool.
Chameleon pricing
Chameleon split their pricing options primarily by the number of monthly active users, but you should keep in mind that the Startup plan also has limited features and might not be enough for interactive user onboarding and adoption for SaaS products:
- 0 – 2500 MAUs: Startup plan from $349/mo, Growth plan from $1249/mo
- 2500 – 3000MAUs: Startup plan from $419/mo, Growth from $1299/mo.
- 3000 – 5000 MAUs: Startup plan from $489/mo, Growth from $1449/mo.
- 5000 – 10,000 MAUs: Startup plan from $629/mo, Growth from $1749/mo
Disclaimer: with the Startup plan you only get 5 microsurveys and 1 launcher, no A/B testing, no Goals, and no localization.
There is a better tool for your SaaS than Chameleon!
WalkMe for customer feedback
WalkMe is one of the pioneers in the market of adoption tools. It is a cloud-based software that allows you to create product tours and in-app experiences to drive adoption faster.
WalkMe is best for enterprise companies as they are focused on employee onboarding rather than user onboarding.
WalkMe allows collecting feedback from users so you can make data-driven decisions and improve your product experiences.
Here is what Walkme’s user feedback functionality can offer you:
- Create different types of surveys such as NPS, CSAT, CES and customize them with different question types such as free text, single selection, multiple selections, and rating to gather feedback from users.
- Implement surveys at any stage of the customer journey to pinpoint areas of improvement and collect ongoing data
- Analyze the survey results and data in the “Insights” section
- Customize the design of the surveys with CSS and make sure they are aligned with your brand colors and style
- Set frequency rates and decide how often and when the surveys should appear to end users
Pros of WalkMe
WalkMe has its fair share of advantages that make it a solid tool. So what are WalkMe’s pros?
Here are our top three:
- Offers a high level of customization and works on both your own tool and 3rd party tools.
- Allows you to create in-app quizzes to test user or employee knowledge after completing a flow.
- Get access to a vast list of integrations that simply enhance your data collection or allow you to connect multiple tools in your stack.
Cons of WalkMe
WalkMe is an established tool on the market but it does have its own share of cons too.
Here are the main ones you should consider when looking at alternatives:
- There’s a steep learning curve and a fair amount of technical knowledge required to create WalkMe user guides and get them implemented the way they’re intended.
- WalkMe is designed for enterprise organizations, and its pricing reflects that.
- You could end up spending anything from $9000 to $50000 a year on WalkMe. That’s a lot of money for startups and SMEs.
What users say about WalkMe?
Users are mostly happy with WalkMe’s features: on-screen guidance, interactive walkthroughs, customizable UI patterns, and journey segmentation are highly used and appreciated by customers.
Here are some reviews from real users.
“The most valuable thing WalkMe provides is time. WalkMe provides the user with on-screen guidance to get them to where they need to be without weighing down support teams on training for every function. The automated steps can remove multiple clicks and quickly send the user to what they need to see. The ability to view user activity and search terms allows mapping new build requirements properly.”
“WalkMe is very user-friendly and easy to learn! There are so many different features of WalkMe to provide a customizable and creative experience for all of our users. I love creating smart walkthroughs and building flows charts, which is the most fun part of my day-to-day tasks!”
But Walkme is not a perfect solution, most complaints are about hard implementation and annual contract pricing.
Here are some words from real Walkme users:
We never had time to implement the product. It takes a huge time investment and isn’t designed for the full documentation. Rather than maintain two sets of documentation, we removed Walkme from our product. This company is as bad as AOL or TimeWarner: they will not let you out of your multi-year contract no matter how unhappy you are with the product.
The tool is not very intuitive and has countless challenges using and technical difficulties.
Is WalkMe the right fit for your business?
Is WalkMe all you need or are there better alternatives that can provide more value at a much lower price? Here are the main reasons you should look for an alternative:
- WalkMe offers only yearly pricing contracts which start at $9000 so if you want to onboard new customers or provide in-app guidance then there are better solutions that won’t lock you in.
- WalkMe is known for its hard implementation so it’s not recommended for non-technical people. Generally, it can take weeks or even months. For better comparison, Userpilot can be set up in just a few minutes as it’s completely code-free.
- Bad and outdated UX design is another thing that might disappoint you and make you search for alternatives.
WalkMe pricing
WalkMe works on a custom pricing plan that requires you to request a quote from their sales team (could be spending from $9000 to $50000 a year).
Their main two plans are:
- WalkMe for employee onboarding experience: engagement tools and analytics
- WalkMe for customer experience: engagement tools and analytics
- Add-ons: Session Streams, TeachMe, AI analytics through UI intelligence
There is a better tool for your SaaS than WalkMe!
Is there a better alternative for customer feedback?
Chameleon and Walkme are good tools for customer feedback. We’ve seen how they compare to each other and what you can achieve with them. Call us biased, but if you’re looking for something better, Userpilot offers more value for your money than these tools.
Userpilot for customer feedback
Userpilot is a powerful product adoption platform that enables you to quickly build personalized, flexible, contextually relevant in-app experiences targeted to different user segments – all without writing a line of code.
There are two types of feedback you should be focusing on collecting to better understand the health of your product and users.
First, you have user sentiment which looks at user satisfaction and effort scores or loyalty (using NPS surveys). Then you may also want to collect feedback on the functionality of the product or specific features.
You can do all these with Userpilot. In short, you can:
- Collect and track (NPS) in-app with a built-in NPS widget that allows you to fully customize the survey look and feel, and set the trigger frequency and specific targeting.
- Analyze NPS scores, tag responses, and use the data to create specific user segments.
- Build and trigger in-app micro surveys like the classic PMF survey, or similar ones and mix multi-choice and open-ended types of questions to collect specific insights.
- Be in charge of who gets which survey type and when with advanced segmentation capabilities, and of course, you can use the answers to segment your audience.
The advantage of using Userpilot for collecting feedback over other survey tools is that you can better control who sees the surveys but also you can instantly use the data collected to segment your user base and trigger the right experience for them.
For instance, if your users give you a low NPS score because they think you’re missing a critical feature (that you actually have already), you can push an interactive walkthrough guiding them to find and explore this feature.
Pros of Userpilot
Userpilot has a number of advantages, especially for mid-market SaaS companies looking for a robust but at the same time very easy-to-use, no-code tool for user onboarding, product adoption, and simplified product analytics. Let’s have a look at the pros of using Userpilot:
- No-code builder – Userpilot comes with an easy-to-use Chrome Extension builder.
- Multiple UI patterns – choose from a range of options to build customized flows: modals, slideouts, banners, tooltips, hotspots, and checklists are all at your disposal
- UI patterns are not limited by plan – you get access to all of them on every single plan, meaning you get value even with the Traction plan (this is the entry-level one).
- Engaging walkthroughs and onboarding flows- build interactive walkthroughs targeted to distinct user segments.
- In-app help – build a resource center offering self-service support to your users, customize it with your branding, and select from a range of help options to boost user satisfaction (i.e. videos, in-app flows, chat, and more).
- Experimentation – built-in A/B testing for flows lets you explore and quickly iterate based on direct user behavior.
- Powerful feedback options- integrated NPS surveys with analytics and response tagging unlock insight into how your users feel.
- Advanced analytics and segmentation- analyze product usage and in-app flow engagement and build user segments using the data.
- Event tracking and feature tags- tag UI engagement (clicks, form fills, hovers) and group them into one custom event to track what really matters.
- More value with integrations- unlock value faster with built-in integrations with popular tools like Segment, Amplitude, Mixpanel, Kissmetrics, Intercom, Heap, and more.
Cons of Userpilot
Userpilot has a number of advantages, especially for mid-market SaaS companies looking for a robust but at the same time very easy-to-use, no-code tool for user onboarding, product adoption, and simplified product analytics. Let’s have a look at the pros of using Userpilot:
- No-code builder – Userpilot comes with an easy-to-use Chrome Extension builder.
- Multiple UI patterns – choose from a range of options to build customized flows: modals, slideouts, banners, tooltips, hotspots, and checklists are all at your disposal
- UI patterns are not limited by plan – you get access to all of them on every single plan, meaning you get value even with the Traction plan (this is the entry-level one).
- Engaging walkthroughs and onboarding flows- build interactive walkthroughs targeted to distinct user segments.
- In-app help – build a resource center offering self-service support to your users, customize it with your branding, and select from a range of help options to boost user satisfaction (i.e. videos, in-app flows, chat, and more).
- Experimentation – built-in A/B testing for flows lets you explore and quickly iterate based on direct user behavior.
- Powerful feedback options- integrated NPS surveys with analytics and response tagging unlock insight into how your users feel.
- Advanced analytics and segmentation- analyze product usage and in-app flow engagement and build user segments using the data.
- Event tracking and feature tags- tag UI engagement (clicks, form fills, hovers) and group them into one custom event to track what really matters.
- More value with integrations- unlock value faster with built-in integrations with popular tools like Segment, Amplitude, Mixpanel, Kissmetrics, Intercom, Heap, and more.
What users say about Userpilot
Let’s check what real users like about Userpilot.
Userpilot is an incredible, user-friendly software that allows us to create unforgettable experiences for our clients! From basic to complex experiences, we have been able to do them all with ease! I would highly recommend this software to anyone who wants to provide their clients or users with the best product tour experience. The possibilities of what you can create are endless! – Tayla G.
Userpilot is simple to set up, use, and does not require any dev – which means instant publishing. This is critical for us as a SaaS company that releases new features frequently; we need the ability to inform our customers of changes quickly, and doing this in our platform through Userpilot allows us to reach the right audience, at the right time, in the right place. There have been many awesome extra features we’ve discovered since coming on board, and it’s been great to see new features released frequently. The tool itself is intuitive and reliable. Having used similar products previously that were clunky and buggy this has really made us happy with our decision to move to Userpilot. – Melina K.
Get more value for your money with Userpilot!
Userpilot pricing
Userpilot offers great value for money compared to other similar tools on the market. Even its entry-level plan (Traction) provides all the necessary features without any usage limit.
The price-to-feature ratio is the best for Userpilot. Other cheaper tools in the market would definitely not fulfill your needs, and others like Pendo would be out of budget. Userpilot sits in that sweet spot. – Saurav S.
The pricing differentiation happens mostly on the service level (e.g. custom domain hosting, dedicated Customer Success Manager, SLA) and is based on the number of Monthly Active Users (MAUs) your company has.
Here’s the detailed Userpilot pricing:
- Traction: For up to 2500 users, this plan is $249/ mo.
- Growth: For up to 10,000 users, this plan is $499/ mo.
- Enterprise: For large-scale businesses, these plans begin from $1000/ mo.
Conclusion
There you have it.
It should be easier now to make an informed decision between Chameleon and Walkme. Both tools come with advantages and disadvantages so there isn’t one that is the best. It will depend on your product and current needs.If you want the best value for money, going with the alternative option would be our recommendation. Want to see how Userpilot can help with customer feedback? Book a demo below.
There is a better tool for your SaaS than Chameleon!
