Salesforce Surveys & Feedback Management
Due to the increasing competitiveness in all areas, exceptional customer experience is the core of all businesses today. It is essential for companies to provide the best possible customer experience for their survival and future success. One of the most sought methods for remaining at the top for providing the best customer experience is to incorporate customer feedback in the daily day-to-day operations and future business initiatives. This is important because over the last century customers have been exposed to several different opportunities and now, they have very specific needs. They only consider companies that can meet their needs and expectations, and also can evolve with the change in their expectations.
Therefore, businesses today are working immensely to incorporate customer feedback in their operations, policies, and ways of business. However, today this does not only involve taking feedback from the customers and expecting the business to flourish. It has now become a complete end-to-end process from designing the surveys to collecting feedback at various touchpoints, then incorporating the feedback in the operations, and then finally to providing counter feedback to customers to acknowledge the fact that their voices are being heard and valued.
To streamline all these different but interconnected procedures of customer feedback management and implementation, Salesforce offers its Salesforce Surveys Module which provides businesses and organizations with all the tools they need in order to execute a complete customer feedback management cycle smoothly.
What are Salesforce Surveys?
Salesforce customer surveys are a very useful tool for Salesforce users to collect feedback from their customers to understand their perception of the business. It helps to improve customer experiences and to build customer loyalty. By using Salesforce surveys, intelligent forms can be created and triggered at multiple touchpoints to collect feedback from customers.
How Salesforce Surveys work?
Since the expansion of digital resources, there are now many channels that are being used by customers to get in touch with businesses. It includes websites, social media pages, emails etc. Hence, it has become really very challenging to provide the best customer experience at every touchpoint or across each channel. This is because customers approaching organizations through different channels have different sets of expectations, and to meet them all through one customer relation management team is a challenge.
Here Salesforce surveys and feedback management systems come to the rescue, It enables simplification of the feedback collection and management process. Through this system, all feedback can now centrally be stored in the Salesforce account and can easily be converted into actionable points for the customer experience experienced managers.
Salesforce survey enables businesses to create excellent surveys for the collection of feedback from their customers or internal users. It offers many intuitive, customizable, and in-built tools that provide multiple types of questions.
These questions are designed in a way that responses from them can directly be used for the improvement of the company’s major KPIs. The creation and circulation of surveys have also been made simple and easy for Salesforce Surveys users.
Salesforce Surveys Advanced Features
Some of the advanced features offered by Salesforce surveys are as follows:
Create and Customize Surveys
By using Salesforce surveys, customer experience managers can use a wide range of in-built question types to engage participants. They can also create, copy, and manage these surveys across versions of Salesforce. Surveys can be designed to be personalized for each customer to increase engagement and interest. The look and feel of in-built surveys can be customized to match the theme of the business and brand. Also, it possesses the capability to translate one survey into many languages in order to connect with global audiences speaking different languages.
Through Surveys in Salesforce, different types of surveys and invitations can be created and distributed in any way that’s preferred by the participants and meets their needs. Individual invitations can also be created and sent through email or the whole distribution process can easily be automated. Customer experience managers enjoy the liberty to play with these tools to match both their customers and businesses’ expectations.
Share and Relate Survey Records
Salesforce Surveys enables users to view their survey invitations and responses. Companies can keep a check on the users who have access to survey records and can also relate Salesforce records to survey invitation records for their customers.
Track Satisfaction Across a Customer’s Lifecycle
Through Salesforce Surveys, companies can now track the levels of satisfaction across a customer’s lifecycle. They can now understand how participants feel about their company, product, or service throughout their customer journey by tracking satisfaction metrics in relation to Customer Lifecycle Maps.
Analyze Survey Responses
The analyze tab at Salesforce Surveys enables managers to gain insights into customers’ responses. From here they can view and export response data, for further processing and action plan finalization.
Analyze Survey Responses to Get Sentiment Insights
By using Salesforce Surveys, it is now possible to get insight into the sentiment behind text-based survey responses. Tracking and recording of sentimental insights can be enabled which can be used to create a data map to analyze the emotions or sentiments behind the written text by the customer.
Deploy and Use Customer Lifecycle Analytics
Customer Lifecycle Analytics in Salesforce Surveys lets the companies deploy survey response metrics anywhere in Salesforce and get insight into their customer’s lifecycle. This will help them to take informed decisions and actions for exceptional customer experience.
Salesforce Surveys Limitations
Despite being the most useful solution for managing customer feedback and surveys, Salesforce surveys do have some limitations. For example, currently, it lacks the technology to provide email tracking and debugging and users are mostly unsure if an email is successfully sent or not. Secondly, more automation features that could support standard Surveys need to be integrated with Custom objects.
Salesforce Surveys vs SurveyMonkey
SurveyMonkey is a cloud-based survey tool that helps users create, send, and analyze surveys for many years now. It is one of the oldest and industry-recognized solutions in this domain before Salesforce Surveys came into being. If a fair comparison is to be done, SurveyMonkey still offers some advanced features which Salesforce needs to match, for example, easy workflow, more sophistication, and integration with emails. Also, salesforce surveys pricing is more than SurveyMonkey despite its limited features.