The ecommerce landscape has transformed due to COVID-19. With an increase of people shopping online instead of in-person, it’s now more important than ever to invest in delivering a great digital customer experience.
According to a 2020 study by GetFeedback, there’s been an increase in online shopping across the United States and Europe since the coronavirus outbreak began, with 40% of Americans and 58% of United Kingdom consumers now shopping online at least once a week. Also, 81% of CX professionals say that online interactions have become more frequent since the onset of the pandemic.
With customers’ behaviors and preferences changing rapidly, ecommerce retailers must be able to keep up with changes and quickly act to optimize customer satisfaction and loyalty.
That’s why we’re thrilled to announce GetFeedback’s integration with Salesforce Commerce Cloud. Now, GetFeedback customers can easily sync customer feedback data with Salesforce data to get a holistic view of the customer journey and quickly take action that drives business growth.
GetFeedback is the only integration specifically designed for feedback on the Commerce Cloud Marketplace. With deep Salesforce integration and advanced email capabilities, the GetFeedback Commerce Cloud integration allows ecommerce brands to collect feedback across all digital channels without friction so that the online shopper’s experience is never disrupted, preserving conversion rates.
GetFeedback’s integration with Salesforce Commerce Cloud enables users to quickly take action that drives business results with the most current customer data, all within the Salesforce ecosystem. - Craig Shull, senior vice president, and general manager at GetFeedback
With the GetFeedback integration, ecommerce retailers can identify key customer behaviors like shopping cart abandonment drivers, enrich customer data with post-purchase surveys, conduct audience research, quickly resolve bugs, and create more effective marketing campaigns.
Other integration features include:
Collect feedback anywhere on your Commerce Cloud site.
Get robust analysis capabilities in the GetFeedback CX platform.
Sync the responses back to the Commerce Cloud customer profile to view and search customer feedback directly in Commerce Cloud Business Manager.
Include customer fields such as cart value, session time, or additional customer information. Incorporate this data with your feedback for analysis.
Use question types like ratings, open text, and Net Promoter Score® (NPS).
While “total cost” is initially the top factor in deciding whether to buy from one company over another, “previous positive experience” is the number one cited factor in deciding to return to make a purchase on a website or mobile app.
The type of online retail customer experience you provide will determine whether customers churn or return. With the GetFeedback and Commerce Cloud integration, you can easily identify drivers behind poor experiences, quickly correct issues, and ensure the best positive experience for your customers.
To learn more, contact our sales team.