Reviews Platform vs CX Management
Retently is built from the ground up for Customer Experience management. Okendo, on the other hand, remains a reviews and loyalty platform first, with a limited survey add-on.
Retently
Focuses on NPS, CSAT, CES, and Customer Experience analytics. It offers multi-store and touchpoint-specific surveys, as well as AI-powered reporting trusted by thousands of brands.
Okendo
Is a product reviews and user-generated content tool for Shopify merchants. Surveys were added later as a lightweight module with basic post-purchase NPS/CSAT, and minimal analytics.
At a Glance
Purpose-built for CX
Retently was designed exclusively for CX metrics such as NPS, CSAT, and CES, while Okendo's survey tool is an add-on to its reviews suite.
Analytics Depth
Retently delivers AI topic classification and sentiment analysis, product-level reports, agent scorecards, and more; Okendo sticks to standard charts and CSV exports.
Survey Types
Retently supports NPS, CSAT, CES, and other types of rating, multiple-option, and open-ended questions; Okendo limits you to basic post-purchase NPS or CSAT pulses.
Targeting & Logic
Retently provides advanced survey triggering options, throttling, and granular segmentation; Okendo offers basic "X days after purchase" timing rules.
Delivery Channels
Retently sends surveys via email, in-app widget, kiosk, via SMS or messengers as a link; Okendo confines delivery to checkout pages, and shareable links.
Integrations
Retently connects to Shopify, Gorgias, Klaviyo, Yotpo, Richpanel, Kustomer, Salesforce, Zapier, and more; Okendo's main integrations are with Shopify, Klaviyo, and Attentive.
What Retently Does Better
Retently unifies CX tracking across every store, customer journey touchpoint, and support rep, adds AI intelligence that spots issue spikes and at-risk SKUs before they escalate, and closes the loop with data-rich, order-aware surveys that reach customers at the perfect moment.
Omnichannel CX Visibility
- Multi-Store, Multi-Branch Insights: Compare NPS, CSAT, and CES across every Shopify storefront or physical location without exporting a spreadsheet.
- Touchpoint-Specific CX Tracking: See exactly where friction appears - checkout, delivery, return, or support - so you know which step to fix first.
- Agent Performance Metrics: Roll ticket-survey scores up to each rep, rank them by NPS/CSAT, and spot coaching opportunities or star performers.
- Okendo shows only basic post-purchase snapshots with no multi-store rollups, journey-step breakdowns, or agent-level dashboards, leaving significant visibility gaps.
Proactive Issue & Product Intelligence
- Automated Issue & Spike Detection: Track surges in customer complaints, the products most affected by an issue, complete with anomaly trend lines for faster triage.
- Most Affected Products Report: Surface SKUs or product families with rising negative sentiment and the exact complaints linked to each one.
- AI-Powered Classification & Insights: AI classifies every ticket, by topic, sentiment, and product, no manual tagging.
- Weekly & Monthly Actionable Reports: Slack or email reports with top complaints, affected products, and actionable insights.
- Okendo delivers standard charts, revenue attribution, and CSV export, which are enough for quick checks but not for end-to-end CX improvement.
Data-Driven Survey & Feedback Control
- Advanced Customer Data Enrichment: Pull Shopify spend, order details, and Gorgias tags into each response, then filter metrics by any attribute.
- Smart Survey Throttling: Prevent survey fatigue with per-survey or global rules that stop overlapping NPS, CSAT, and CES requests.
- Survey Management Flexibility: Schedule, trigger, and deliver surveys via email, link, kiosk, or in-app using rules that fit any workflow.
- Okendo relies on fixed post-checkout timing with minimal order context and no throttling safeguards, limiting precision and risking survey fatigue.
Trusted by Leading DTC Brands
Read quick wins from stores that moved to Retently and gained richer analytics, cleaner Shopify data, and hands-on CX guidance.
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