Does your customer experience vision need corrective lenses? If you’re only surveying customers to learn how you can improve next time, the answer is probably yes.
For many organizations, feedback is farsighted; the goal is understanding past experiences so you can do better in the future. But this mindset misses the immediate opportunity to understand and improve an experience that just happened.
Until recently, this wasn’t easy. Survey results were trapped in a web app or an Excel file on someone’s computer. By the time you sorted through the responses and sent them to the appropriate team members, any follow-up would be too little too late.
We created custom notifications to help you get feedback in the right hands immediately. You just specify what kind of feedback warrants a an email alert and who should get it.
How Do Custom Notifications Work?
The process is simple: for any survey, you can create rules that determine when notification emails trigger. Every time a customer responds, GetFeedback analyzes the response to see if it meets your criteria (for example, a low customer satisfaction score). If it does, your custom notification fires off immediately.
Want to cut down on unnecessary emails? You can also specify the recipient, so the right person gets notified and the wrong people don’t. For example, you might send Detractor alerts to your customer retention team and Promoter alerts to your marketing team, so they can request a testimonial.
Making the Most of Customer Feedback
Custom notifications can be triggered by new survey responses and existing customer data. This means you can handle feedback differently based on who gives it. Say your VP of Sales wants to hear about any feedback you get from key accounts—simply tell GetFeedback the customer is a VIP using merge fields, then add that criteria to your notification.
Of course, teams using GetFeedback for Salesforce can also set up alerts with automated workflows in Salesforce. But since these often require IT resources to implement or update, GetFeedback’s new custom notifications help you get faster results and give your team complete control over their alerts.
With custom notifications, your team can see feedback the moment it arrives and take appropriate action. That means you can improve experiences both in the moment and in the future. Hindsight is 20/20—and now your team’s visibility into customer feedback can be too.
Custom notifications are available now to all Enterprise and GetFeedback for Salesforce customers. To create a custom notification, open any survey in the survey builder, click on “Settings,” and choose “Add Notification.” Visit our knowledge base for more details.