In light of the pandemic, Salesforce is aiming to strengthen the businesses by understanding their customer’s needs. So much has changed in the last few months. It is critical for businesses to reopen safely and navigate through this crisis with customers’ information, demands, and needs.
On August 5, 2020, Salesforce launched a new feedback management solution for businesses to understand the changing needs and expectations of their key stakeholders.
Salesforce Feedback Management Solution enables enterprises to gather valuable customer feedback from its customer, employees, and other stakeholders. Powered by Einstein Analytics, this suite will allow businesses to launch personalized and interactive surveys by compiling survey questions from the salesforce data, map customer journey, and send surveys on multiple channels.
This new suite of enterprise-level tools leverages Einstein Analytics to explore and deliver deep insights into the collected feedback and allows businesses to drive data-driven decisions with real-time, actionable feedback.
Built natively into the Salesforce Implementation services platform, it is globally available as an add on Platform, Sales, Service, and Salesforce’s Industry-specific clouds.
How will it help businesses?
1. Gather key insights on the customer with valuable feedback.
Salesforce Feedback Management Solution allows businesses to create survey questions based on customer data such as their names, last date of interaction, the product they are using, etc. This helps in gathering more personalized feedback on the product or the customer experience. The collected feedback is unified with the Salesforce CRM data and automatically updates the required fields accordingly. This enables businesses with actionable data on the customer and creates follow-ups per their needs.
2. Collect feedback at the key moments of the customer journey.
Salesforce Feedback Management Solution lets businesses create lifecycle maps and maps customer journeys to understand the key touchpoints with the customers. Then automate feedback collection across multiple channels such as call, bots, emails, portals, service centers, etc. For example, as soon as you onboard a new customer, you can invite them to take a survey to understand how smooth their onboarding was.
3. Improve customer experience with actionable feedback
Salesforce Feedback Management Solution helps you gather valuable customer feedback with Net Promoter Score and Customer Satisfaction surveys at all the key touchpoints of the customer lifecycle. It also offers an intelligent dashboard to visualize comprehensive customer feedback, acquire actionable insights, and take strategic data-driven decisions.
