SurveyMonkey, known for online surveys and feedback management, now offers a packaged suite of customer experience tools. Improved experiences will continue to be based on the customer feedback that flows through the SurveyMonkey Enterprise platform.
The offering includes a native Salesforce integration, the ability to collect feedback across multiple channels and survey branding.
Why we care. Although pricing details are not available, this looks like a move to make improved CX available to small and medium businesses as well as the enterprise. Based on familiar tools like surveys it also looks simpler and more accessible than some experience management solutions.
Specific features. The new CX suite includes these features:
- AI-powered surveys. SurveyMonkey Genius, powered by GPT, supports the creation of surveys and analyzes the results.
- Benchmarking for CX. Track CX progress with customer satisfaction score, Net Promoter Score, and customer effort score.
- Multichannel feedback collection. Customer feedback is collected across email, web, SMS, social media and in-app channels.
- Many integrations. In addition to the native Salesforce integration, the suite also offers integrations with Marketo, HubSpot, Power BI, Tableau and other solutions.
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