SurveyMonkey is now offering automated SMS survey invites within its Salesforce integration, available on AppExchange.
This update allows CX and support teams to automatically send personalized survey invites by text message when key events happen in Salesforce, such as closing a support case or completing a transaction. The automated SMS feature is now available as an add-on for Enterprise customers with the Salesforce integration.
This mobile-first approach is essential for modern engagement, as mobile is now the primary way people respond to surveys. According to a 2025 report from SurveyMonkey, 58% of global survey responses were captured via mobile devices and using SMS instead of a web link collector has been shown to improve survey completion rates by 33%.
Focus on Mobile
Customer insight is only useful if it’s captured in the moment, according to Cormac Kelly, vice president, customer success at SurveyMonkey.
“By connecting SurveyMonkey’s feedback platform with Salesforce’s customer data, we’re removing manual work and helping teams reach customers on their most interactive channel: mobile,” said Kelly in a statement. “This shift ensures feedback isn’t just a lagging report, but a real-time signal that allows teams to act while the experience is still top-of-mind.”
SurveyMonkey Salesforce Integration
This new capability builds on the existing integration’s ability to help teams capture and act on timely feedback. This includes reaching customers on mobile as organizations can now send survey invites via text, prioritizing a channel with higher open rates than traditional email. Other advantages touted by the companies include:
- Automating outreach: Teams can create workflows that trigger personalized SMS survey invites when specific events occur in Salesforce—such as a closed case—so feedback is requested while the experience is fresh.
- Personalization at scale: Users can customize messages by inserting Salesforce data fields directly into the SMS. This allows teams to automatically include customer names, case numbers, and specific details to drive higher engagement without manual effort.
- Syncing feedback back to Salesforce: Survey responses automatically map to the appropriate Salesforce objects, keeping customer records up to date and helping teams route, escalate, and resolve issues based on real-time data.
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