Today, we’re excited to announce a collection of new customer experience features designed specifically for Salesforce customers who want to fuel retention and growth.
At GetFeedback, we know delivering a great customer experience (CX) is more important than ever as 89% of companies compete primarily on the basis of CX. We also know that managing CX can be difficult and overwhelming. CX leaders need solutions that will make their jobs easier but are often preoccupied with configuring complicated CX technology that distracts them from what matters most—connecting to customers and delivering real value.
That’s why we’ve been working hard to build the most flexible, easy-to-use CX technology with the fastest time-to-value in market. Today, we’re excited to announce a collection of new customer experience features designed specifically for Salesforce customers who want to fuel retention and growth.
We cover the technology, so you can focus on the strategy.
GetFeedback is designed specifically for Salesforce customers who want to improve customer relationships. Our solution seamlessly connects to Salesforce so you can unify feedback data with customer data to get a 360° view of your customer experience. With GetFeedback, you can manage sophisticated CX programs with ease.
At GetFeedback, we're evolving
GetFeedback originally began as a survey solution for Salesforce but has since evolved into something more. Today, we offer a CX solution that goes beyond feedback collection to meet and exceed the needs of our customers who are building mature CX programs. In the coming weeks, we’ll be releasing a fresh, new UI with powerful CX capabilities designed to help you manage and improve the customer experience.
Here’s what you can expect:
A clean and modern UI with intuitive navigation and an improved user experience.
NPS Key Driver Analysis to understand what is driving your NPS score. This includes a new question type and an out-of-the-box dashboard tile to highlight the key areas of your business that are influencing your customer experience.
NPS Crosstab Dashboard to visualize problematic areas of your business so you can take proper action. This out-of-the-box dashboard tile compares relationships between two different data points so you can drill even further into your NPS breakdown.
Multiple Notifications for Actions to save you time and reduce the margin of error when establishing feedback alerts for your internal teams. With this feature, you can easily create multiple tasks and email notifications for each survey.
Merge Fields for Email Notifications to help your internal teams prioritize workloads and operate more efficiently by providing additional context—like customer location or plan type—in each email notification.
Put customers at the center of your business
Surveys tailored to each customer
Create sleek, mobile-optimized surveys that are personalized with unique customer details from Salesforce to increase response rates and get higher quality data. Then use Salesforce to automate feedback across the entire customer journey when and where it matters most—whether it’s email, chat, or sms. This means you can continuously gather top-of-mind feedback and easily manage incoming feedback data in small doses.
Insights that power change
Connect your feedback data to customer profiles in Salesforce to learn how each account feels about your brand. Use key driver analysis to understand why customers feel the way they do about their experiences then build dashboards to easily uncover trends that are impacting your business.
Actions that drive business results
Don’t just collect feedback, act on it. Use advanced actions to take immediate action on time-sensitive data and make smarter, more proactive organizational changes that impact your bottom line. With your feedback in Salesforce, your CX data is always actionable and you get more visibility into the ROI of your CX efforts.
This is only the beginning. GetFeedback is heading into a big year of innovation and we look forward to having you join us on our journey. In a few weeks, our new UI will be available to all plans while CX features will be limited to select plans. Contact our sales team to learn more or explore our Resource Center for more CX education.
This article was written by Crystal Reitmeir, Senior Product Marketer at GetFeedback.