Wootric (now part of InMoment) is a customer feedback and experience management platform that enables SaaS companies to collect NPS, CSAT, and CES feedback at key moments across the customer lifecycle. It combines survey collection with AI-powered text analytics to turn feedback into actionable insights.
Product Overview
Wootric delivers lightweight, well-designed feedback surveys through in-app, email, and SMS channels, triggered at specific moments in the customer journey. Its AI text analysis automatically categorizes open-text responses by theme and sentiment, while its integrations push sentiment data into CRM and CS platforms to drive closed-loop follow-up.
Key Features
- NPS, CSAT & CES Surveys: Deploy all three primary customer satisfaction metrics via in-app widget, email, and SMS.
- AI Text Analytics: Automatically themes and sentiment-scores open-ended responses across large survey volumes.
- Lifecycle Triggers: Survey customers at specific lifecycle moments — after onboarding, at renewal, post-support — with behavioral triggers.
- Segment-Level Benchmarking: Compares NPS and satisfaction scores across customer segments, plans, and cohorts.
- CRM & CS Integration: Pushes survey scores and responses to Salesforce, HubSpot, and CS platforms for follow-up workflows.
Best For
SaaS customer success and product teams that want to systematically collect and analyze customer satisfaction feedback at key points in the customer lifecycle.
Pricing
Starter from $89/month. Growth and Enterprise plans available. Contact InMoment/Wootric for pricing.
Key Integrations
Salesforce, HubSpot, Intercom, Zendesk, Gainsight, Segment, Slack
Pros
- AI text analytics makes large-scale qualitative feedback actionable
- Clean, high-converting survey designs with minimal friction
- Strong lifecycle trigger capabilities for moment-of-truth feedback collection
Cons
- InMoment integration adds platform complexity for teams needing only lightweight surveys
- Advanced text analytics and segmentation require higher-tier plans
RevOps Jobs-to-Be-Done
- In-App NPS and CSAT for SaaS Products — Deploy in-product NPS, CSAT, and CES surveys triggered by user milestones — collecting feedback at key moments in the user journey without email surveys that require separate list management. KPI: Response rates of 25–40% in-app vs. 5–10% from email NPS surveys
- Omnichannel Feedback Collection (Web, Mobile, Email) — Collect NPS and CSAT feedback across web, mobile, and email channels — unifying responses in a single dashboard for a complete view of satisfaction across all customer touchpoints. KPI: Complete customer satisfaction view assembled from all channels without manual data consolidation
- CRM-Integrated Feedback for CS Teams — Sync NPS scores and verbatim responses to Salesforce or HubSpot — enabling CS managers to see customer satisfaction context alongside deal and health data on account records. KPI: CSMs identify at-risk accounts from NPS signals 30 days earlier than churn indicators in CRM alone
How It Fits Your Stack
Primary system of record: Salesforce or HubSpot — Wootric syncs NPS data to CRM natively
Key integrations: Salesforce, HubSpot, Intercom, Segment, Slack, Zapier
Data flows: Survey triggered in-app or via email → response collected → NPS score and comment sent to CRM → Slack alert for detractors → trend analytics updated
Security & Compliance
- SSO / SAML: Google OAuth, SAML
- RBAC / permissions: Yes
- Audit logs: No
- Certifications: SOC 2 Type II, GDPR
- Data residency: US
Implementation & Ownership
- Time to first value: Same day — JavaScript snippet or SDK; first survey live in under 2 hours
- Implementation complexity: Low
- Typical owners: Customer Success Manager, Product Manager, CX Operations
Now part of InMoment platform; competitive pricing for SaaS companies; straightforward NPS collection with solid CRM integrations; less complex than Qualtrics for teams only needing NPS/CSAT
Proof & Buyer Signals
Ratings: G2: 4.5/5 (200+ reviews); Capterra: 4.6/5 (80+ reviews)
What buyers praise:
- Simple in-app NPS implementation
- Good CRM integration
- Fair pricing
Common complaints:
- Part of InMoment now — roadmap less independent
- Advanced analytics require upgrade
- Limited qualitative analysis tools
Often Compared With
- Refiner — Refiner has better in-app targeting and PMF survey support; Wootric is simpler for teams needing straightforward NPS collection with CRM integration
- Qualtrics XM — Qualtrics is enterprise-grade with deep statistical analysis; Wootric is the mid-market option for SaaS teams needing simple NPS/CSAT without enterprise budget
- GetFeedback — GetFeedback is more Salesforce-native; Wootric is better for in-app surveys across web and mobile channels
