We use a stack of: - Intercom: Besides having a chat with the user, you have a lot of usage data from them. Also, you can create auto-messages. If they're done in the right way, they can be pretty personal. - HelpScout docs: for knowledge base. It's a great tool for creating content and organizing it. - Wistia: To upload videos and see how users are interacting with it - Screencast O-Matic for screencasts: sometimes you have to show things for users, so this it's the best free option out there. - clyp.it: For recording audios: It helps you to give more personal (if you know which language users know) - Skype and telephone: Last but not least. To really understand customer at early stage, you should talk to them and still telephone works pretty well for that :) It's a mix of tools who makes them to feel more personal :)

I'll recommend you take a look at HelpScout blog (https://www.helpscout.net/blog/knowledge-base-article/) and intercom blog (https://docs.intercom.io/). They're definitely the best resources to dive into this questions :)

It'll be cool if you have more details about it :) Are you a e-commerce, SaaS solution, service provider? For each one, there're some approaches for it. Besides, there's also the right moment to ask for it. For example: If you sell products, you can use SurveyMonkey to ask for feedback some days after the user receives the product. If you're a Saas solution, you can ask for feedback: 1-) Right after the user converts in your solution 2-) You can ask via call and ask for their permission to use. It all depends from your solution and moment for using it :)