Experience management software Momentive, formerly known as SurveyMonkey, revealed new integrations between its CX data insights platform GetFeedback, Salesforce and Slack. These integrations are designed to help customer experience (CX) teams capture and leverage customer insights in various systems to enhance the effectiveness of their CX programs.
Although 87% of CX professionals cite customer feedback as an essential component of building engaging experiences with all buyers, siloed databases and disconnected channels can hamper CX teams’ ability to gather and act on those insights. Momentive’s homogenization of Salesforce, GetFeedback and Slack aims to address this by helping provide a holistic view of account journeys and uncovering new CX insights for better responses to buyer feedback at scale.
The new integrations include:
- A Slack feature that automatically gathers customer feedback into specific channels and allows CX teams to respond to high-priority feedback in real time;
- An enhanced Salesforce integration that allows GetFeedback users to capture buyer feedback insights from within Salesforce Sales and Service Clouds and quickly leverage them in relevant digital channels; and
- A new GetFeedback App in the Salesforce AppExchange marketplace that provides a comprehensive view of all CX activity inside Salesforce systems to implement customer insights faster across teams and the organization.
“Any business that wants to stay ahead of the curve needs a solution that can keep up with ever-changing customer expectations and fit easily into an existing workflow,” said Craig Shull, SVP and General Manager of GetFeedback, in a statement. “Legacy solutions keep data siloed in different tools, making it a challenge for customer feedback to flow to where it can generate insights and actions to drive the customer experience forward. We’re excited about these updates to GetFeedback’s AppExchange solution.”