Why Agile CX Strategies Are Underpinned by Feedback Collection: SurveyMonkey Launches GetFeedback Platform

SurveyMonkey launches new CX platform at its inaugural event

SurveyMonkey today announced its new customer experience (CX) solution, GetFeedback PlatformOpens a new window , at its inaugural CX Impact Summit. The new solution is SurveyMonkey’s multi-channel offering that enables organizations to set up their CX program in days – not months – to quickly understand and act on customer insights. This agile approach to customer experience allows organizations to deliver meaningful experiences that increase customer satisfaction and loyalty. With the GetFeedback platform, companies will spend less time configuring complicated CX technology and more time focusing on what matters most: nurturing customer relationships.

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“GetFeedback empowers us to easily measure our customer experience and identify key drivers behind customer satisfaction,” said Mike Cancel, user support operations manager at Pandora.  “With GetFeedback, we uncovered a need to enhance our chatbot experience, and by acting on this feedback we have seen an incredible 14% lift in chat customer satisfaction. Their powerful Salesforce integration also enables us to connect feedback data with our operational data and makes it easy for our customer-facing teams to quickly access insights and take action.”

Purpose-built for the Salesforce customer, GetFeedback is currently a top-rated customer feedback solution according to the Salesforce AppExchange.

The GetFeedback platform allows users to quickly adapt to evolving customer needs by harnessing the combined power of GetFeedback and Usabilla, which were acquired by SurveyMonkey in 2019.

Organizations can now seamlessly leverage their customer and operational data and power automated actions that improve the overall customer experience.  With a new look and feel from the previous GetFeedback and Usabilla solutions, the updated combined platform features include:

• Cohesive user experience: A cohesive user experience for customers to manage programs across any digital channel
• Workspaces: New analytics experience to bring feedback from any channel together, which also includes AI-powered text analysis and the power to segment by varying customer attributes
• AX platform: Through the GetFeedback Agile Experience platform, users can unify CX data and customer attributes in one place, automate CX programs, and integrate with the other apps they already use to get work done, like Salesforce, Microsoft, Slack, and Jira.  SurveyMonkey continues to invest in scaling its enterprise offerings and investing in integrations with customers’ record systems.

“The world is changing rapidly and CX needs are changing with it. Other CX offerings that can require months to year-long implementations in combination with heavy, expensive professional services will not cut it anymore,” said Craig Shull, senior vice president and general manager of the GetFeedback platform at SurveyMonkey. “Nearly 100% of executives we have surveyed say it is ‘extremely important’ or ‘important’ that their business obtain feedback from their customers quickly. The GetFeedback platform is easy to use, easy to implement, and easy to iterate, allowing users to act on feedback while it is still relevant.”

Also read: 6 Smart Ways To Improve the Customer Experience for Retail Post-COVID-19

Why Agile Feedback Management Is a CX Imperative in 2020?

The pandemic has had a lasting impact on the brand-customer relationship. Customer journeys have changed, and their expectations from brands have also undergone a transformation. SurveyMonkey researchOpens a new window launched last week revealed that 89% of surveyed C-level executives say they are extremely invested in CX. 51% of executives say that bringing together CX and operational data is a top challenge they face with their CX initiatives. In addition, 43% said that their companies had accelerated their digital transformation efforts, while 68% have added additional customer touchpoints as a result of the pandemic.

Also read: Tech Can Help Put Customer Experience First As Businesses Reopen

GetFeedback platform fills a market gap by helping enterprise customers deploy the solution quickly and easily.  Customers can collect critical feedback across all digital channels and bring in operational data from Salesforce, all in one platform. A 360-degree view of the customer has become even more important for customer retention during the COVID-19 pandemic—and company leaders are taking note.

Speaking exclusively to Toolbox Marketing, Christine Rimer, VP of Customer Experience & Advocacy at SurveyMonkey added, “Now more than ever, my CX peers are focused on what matters most: listening to their customers and taking in-the-moment action to meet and exceed their expectations. Over the last few months, organizations have had to accelerate their digital transformation efforts, and it’s crucial that customer experience is part of that journey.  In fact, our data shows that 87% of organizations have increased their focus on CX programs this year.  I’m excited to now introduce my CX peers the GetFeedback Platform, SurveyMonkey’s easy-to-deploy CX solution that helps organizations understand and respond to customer sentiments in real-time while avoiding the typical pitfalls associated with implementing a CX program.”