- Salesforce.com, Inc. (NYSE: CRM) announced it has launched Feedback Management — which is a new suite of enterprise-level tools and surveys that will provide businesses with the capabilities to collect real-time and actionable feedback from their customers and employees
Salesforce.com, Inc. (NYSE: CRM) announced it has launched Feedback Management — which is a new suite of enterprise-level tools and surveys built natively with Salesforce. The Feedback Management tools will provide businesses with the capabilities to collect real-time and actionable feedback from their customers and employees.
The Feedback Management tools — which are integrated into the Salesforce product suite — offers the following features to gather feedback in real-time:
1.) Enhancing the Customer 360 with unified feedback and customer data — Businesses are able to automatically pull their data available in the Salesforce platform and plug that data into a customer survey question like a service representative name, item purchased, and date of service. This helps provide more personalized questions and context to the survey taker. And the responses are then mapped individually back into the Salesforce platform, automatically creating or updating a field. This unifies the business’ customer feedback and in the Salesforce platform to make it more actionable. By mapping that information back to the platform, businesses can create follow-up actions based on different needs.
2.) Automatically collect feedback at various points of interaction between a business and customers and employees – Businesses are able to create fully customizable lifecycle maps and journey analytics to help define the interactions that are important to their business, create surveys, and automate feedback collection across any channel, including bots, service centers, portals and more. For example: As retailers begin to re-open physical locations, they can immediately collect feedback after a customer leaves their store, which helps improve new in-store operations and experience.
3.) Improving experiences with actionable insights – Feedback Management gives businesses the ability to create follow-up actions based on any survey response and track net promoter and customer satisfaction scores across the customer lifecycle. Powered by Einstein Analytics, Feedback Management is able to provide intelligent built-in dashboards so businesses can track customer and employee feedback to derive actionable insights. For example: An insurance company can track satisfaction scores with policyholders across interactions and drill down into why the scores may have increased or decreased after submitting a claim, helping them address shortcomings with the customer experience.
“According to Salesforce’s State of the Connected Customer Report, 73% of customers expect the businesses they interact with to understand their needs. However, only about half of customers say companies are delivering on their needs because businesses do not have the necessary information to provide personalized experiences. Real-time feedback data gathered at the right stage of each relationship is the most important way for businesses to better understand the needs of their customers,” said Ashish Kothari, SVP of Product Management at Salesforce Industries in a company announcement.
The Salesforce Feedback Management toolset is now available globally as an add-on to Sales, Service, Platform, and industry-specific clouds.
