BigCommerce is one of the world’s leading ecommerce platforms and powers the online stores for more than 55,000 businesses in over 120 countries. Since it was founded in 2009, BigCommerce has processed more than 150M orders and more than $16B in sales. With its growth came the need to scale their support processes, channels, and feedback loop. BigCommerce turned to GetFeedback to launch an omni-channel support feedback program that integrated with Salesforce. Every time a Service Cloud case is closed, either on email or live chat, customers automatically receive a short, personalized survey asking about their support experience. Rating and short answer questions give BigCommerce high quality customer feedback that helps their support team understand the level of service they’re delivering and identify areas for improvement. This support feedback program has led to better support and most importantly, happier customers.
BigCommerce’s Net Promoter Score survey is an always-on program that helps them identify and act on customer feedback. The survey responses have informed major parts of the business, like roadmap planning and churn management strategy.
Next up in BigCommerce’s feedback strategy? Knowledge base article feedback. Embedded surveys will allow readers to vote on an article’s helpfulness and provide open-ended feedback, so that the Self-Help and Community teams can continue to evolve their help documentation.
BigCommerce has set up a feedback “round trip” that triggers surveys based off of Salesforce activities, like a case closure or a payment transaction, and pushes feedback right back into Salesforce. When responses come in, the BigCommerce team tags trends, analyzes the data in dashboards, and shares the feedback with functional owners. This powerful integration weaves feedback into BigCommerce’s larger Salesforce solution and promises that the customer voice is never left unheard.
Over 10,000 companies use GetFeedback to measure, understand, and improve customer experience.