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But before we dive into that, let’s take a step back. Now more than ever, you need to put the customer at the center of your business and deliver a phenomenal CX. Scary stat: ⅓ US consumers will leave after just one poor instance of customer service
Note: Customer Experience = whoever your audience may be; i.e. donors, employees, etc.
Companies are losing over 136 Billion per year because of poor CX This is avoidable customer churn Companies aren’t listening (If they are, the data is buried in a third party platform) Or they aren’t taking action Source: Consumer Switch Report, CallMiner
Do you know what kind of experience you’re delivering? Do you know how your customers feel about your products, your people, your services? What if you knew the second they had a poor experience?
But even better - what if you could immediately intervene and make things right?
If you have an integrated, actionable feedback program You can start the dialogue with your customers about their experiences And lay the foundation for a good CX and really fight churn And decrease make a dent on that $136 billion number
But there’s a problem. Companies are using traditional survey tools don’t work. They offer an outdated user experience, at the wrong time, on the wrong channel. And the response data is siloed from Salesforce, making it impossible to have a holistic view of your customers and take action on critical feedback.
GetFeedback helps companies: Collect real-time CX data, like Customer Satisfaction, Net Promoter Score Take action on critical feedback - 1:1 and 1:many
These four pillars will help you deliver a strong CX and fight churn
Step 1: Branded, mobile-friendly, short surveys that ask the right questions
Step 2: Omnichannel Choose the channels that work for your customers: SMS In App Salesforce Chat Communities Email Website
Step 3: Map data to Salesforce. We want to help you elevate the voice of the customer inside of Salesforce, so it becomes a key data point when you’re interacting with customers You can measure traditional feedback metrics, like Net Promoter Score and Customer Satisfaction, to keep a pulse on customer health Map this feedback anywhere you’d like in Salesforce - any standard object or custom object - so it totally compliments your Salesforce architecture This helps enrich the customer record with more data. Data handed to you by the customer themselves.
1:1 action saves high value accounts before they leave you
95% of customers will give you a second chance if you handle their complaint successfully and in a timely manner,
Alert stakeholders of at-risk accounts and create tasks to ensure prompt follow up. Turn any negative experience into a positive one and boost customer retention.
1:many action comes in a few forms: Internal programs to echo the VOC External programs to convert detractors and nurture promoters
Even a modest improvement in NPS/CSAT typically yields 25% higher revenue
Use GetFeedback alongside any Salesforce product and craft a feedback program that works with your Salesforce suite.
We encourage companies to think bigger about feedback Not just send a survey once a quarter or once a year, but collect feedback at key touchpoints throughout the customer journey Because every interaction is a chance to listen to your customers Before we hand it over to Scott, let’s give a super quick demo!
Note: Mention language like "donor, employee, etc"...whoever the parties may be...in the talk track
The Department of Social Services uses GetFeedback for Salesforce to identify positive foster home environments and teens in need of help. By distributing surveys in their newsletter and on their website, teens in foster care can respond to various questions that ask about their experience in foster care. If they respond negatively, custom notifications will alert the appropriate authorities to immediately take action while survey logic will prompt them onto their website for help. Teens that respond positively will continue to take the survey, sharing their experience. This helps them identify good foster homes for future purposes.
Industry: Non-Profit Org Previous Survey Tool: Survey Monkey Pains: Lacked Salesforce integration, could not verify feedback data, poor response rates, not user-friendly survey builders Action: Adopted GetFeedback and integrated it with Salesforce. Sends via one-touch email. KPI: Tripled response rates Successes: Their positive feedback became proof that their organization was performing its duties well. Was granted more government funding because of it. The national government uses their statistics to show the public the positive results of their work.
What was the survey designed for?
How is it distributed?
What action did they take?
What were the results?
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Take action on customer feedback with surveys and Salesforce
Take action on customer
feedback with surveys and
of customers will stop
doing business with a
brand after one bad
Customer experience (CX)
is more important than ever
Focusing on the customer experience may
be the single most important investment a
company can make.
Source: Future of CX Report, PWC
the amount of money companies lose per
year because of poor CX
What if you knew the moment
your customer had a poor
What if you could immediately
intervene and make things
Integrated survey programs are the best way to tap into
the voice of your customer and taking immediate action
Traditional survey tools don’t work
Surveys offer an outdated user experience and are delivered on the wrong channel and out
of context. Plus data is siloed from your CRM, making it impossible to take action.
Introducing GetFeedback for Salesforce
Capture the voice of the customer with sleek, omnichannel surveys.
Put real-time CX data in Salesforce. Take immediate action on feedback.
Four steps to building an effective feedback program
DESIGN DISTRIBUTE INTEGRATE ACT
Craft sleek, personalized
surveys that asks the right
Automate distribution and
choose channels that
work for your customers
Bring your feedback data
and customer data
together in Salesforce
Get insights to take
immediate 1:1 action and
Title Account Name
Manager Apex Inc.
Account Owner Account Rollup CSAT Score
Dan Harrison 4.3
Priority Case Number
Name Related To
Lauren Mitters 00489124
Thanks for contacting
the Sun Basket support
team! How was your
Easily design branded, mobile-ready surveys and pull in customer
data from Salesforce to provide a personalized experience.
Distribute surveys on the
channels your customers
want to engage with you.
Map real-time feedback into Salesforce
Put feedback data where you need it in Salesforce and have a truly 360-degree view of the customer.
Act intelligently on
Our bi-directional integration with Salesforce
houses your customer data and feedback data all
in one place so you can take intelligent action and
run a more efficient program.
because they don’t
think the business
Source: Hubspot, Customer Feedback Strategy
Create custom Email Alerts and assign Salesforce
Tasks with specified due dates to easily surface
time-sensitive feedback and prompt internal
teams to immediately take action.
Pull in customer data, like region or account
spend, to identify high-value customers and
assign actions accordingly.
Develop programs to
Scale your action plan by communicating
feedback throughout your organization and
building programs to convert detractors and
INTERNAL VOICE OF THE CUSTOMER PROGRAM:
Communicate findings within company and adjust:
● Product roadmap
● Support channels
Develop programs that will convert detractors:
● Quarterly business reviews
● White-glove customer support
● Discounting and promotions
Shine a spotlight on champions:
● 5-star reviews
● Customer stories
● Advisory council
25% higher revenue
Real-time CX data in Salesforce and a
strong action plan directly impact CSAT.
A modest improvement in CSAT can yield
Source: The Temkin Group
Give your sales team the power to close
more deals with closed-lost insights.
Use GetFeedback alongside any Salesforce product
Enhance your customer service and field
service lightning platforms with real-time
Understand the customer journey and deliver
more personalized experiences.
Bring the voice of the customer into Pardot
and drive smarter marketing automation.
Create an ongoing dialogue within your
forums, portals, and knowledge articles.
Fuel your Einstein predictive engine with the
most critical dataset: customer feedback.
Measure the Voice of the Customer at key
touchpoints in the customer journey
The California Department of Social Services uses
GetFeedback to measure foster care programs and
engage with teenagers in need of help.
★ Surveys designed to measure the health of the home
environment identify problem areas.
★ Teens in foster care can access surveys directly on
the website for easy access.
★ Survey logic drives teens down different paths of
questioning based on their responses to get to the
heart of their feedback.
★ All feedback goes directly into Salesforce so when
certain responses are flagged, CDSS can take
immediate action and alert authorities to investigate.
South Dublin County Volunteer Centre, a non-profit
organization, used volunteer feedback to drive
★ Branded surveys built to measure satisfaction from
volunteers and organization partners.
★ Surveys sent through one-touch emails with
embedded questions to optimize for response rates.
★ Shareable dashboards to socialize feedback with
local government stakeholders and prove the
success of volunteer programs.
★ Resulted in securing increased government funding
to fuel additional growth.