SurveyMonkey, a provider of agile software solutions for customer experience, market research, and survey feedback, has launched a new GetFeedback platform designed to help B2B orgs deliver high-value customer experiences, adapt to customer needs and nurture customer relationships.
The new CX solution combines the power of user feedback solutions Usabilla and GetFeedback to help organizations leverage their customer and operational data to improve the buying experience and enhance nurture efforts.
The combined platform features:
- A Cohesive User Experience that allows marketers to manage their programs across digital channels;
- A Workspaces analytics experience feature that provides marketers with feedback from their channels, AI-powered text analysis and segmentation by customer attributes; and
- The Agile Experience (AX) Platform, which unifies CX data and customer attributes in one location, automates CX programs and integrates with apps such as Salesforce, Microsoft, Slack and Jira.
“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, in a statement. “With GetFeedback, we uncovered a need to enhance our chatbot experience, and by acting on this feedback, we’ve 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."