GetFeedback from SurveyMonkey Adds New Listening, Analysis, and Automation Features to Simplify Customer Experience
April 28 2021 - 9:00AM
SurveyMonkey (Nasdaq: SVMK), a leader in agile software solutions
for customer experience, market research, and survey feedback,
today announced new product features within its multichannel
customer experience (CX) platform, GetFeedback. The powerful new
innovations enable customers to collect feedback in even more
places like ATMs and high-security websites, and share that
feedback with their teams in workplace apps like Slack. With
GetFeedback, an organization at any level of CX maturity can easily
leverage AI-powered analytics to quickly uncover impactful insights
and utilize these insights to create better customer experiences.
Customers like Carrefour, Honeywell, KLM Royal Dutch Airlines, and
Onlia already use GetFeedback to excel at customer experience in a
world of rapid change.
“As a new player in the digital insurance market, it’s important
for us to have a 360° view of our customers,” said Anouk van de
Larr, customer experience manager at digital insurance provider
Onlia. “With GetFeedback’s Insights we are able to learn about the
customer’s experience, their needs, and what they truly love about
our brand. This helps us get better and improve every single day.
We can filter the data based on unique identifiers, which make it
super easy to drill down into individual responses. Setting up the
dashboards only takes a few minutes and they can be easily shared
via URL or even email notifications. That way everyone at Onlia
stays informed.”
The latest releases extend the reach of GetFeedback to secure
environments like ATMs, new environments like car consoles,
high-security websites, and more to deliver a consistent feedback
collection experience across the customer journey. With the
easy-to-use API that scales and provides a consistent end-user
experience, Embedded Listener connects CX leaders to customers in
more places.
These new features make it easier than ever to identify
signals in the noise on a global scale, including:
- Powered by SurveyMonkey’s highly-accurate machine learning
models, Text Insights help users uncover meaningful insights in
large volumes of open text feedback through sentiment analysis and
identifying key phrases. The feature understands positive,
negative, and neutral sentiment and can visualize the sentiments.
Text Insights also consists of a fast, visual way to identify
common phrases in open text feedback. This feature makes it easy
for users to quickly identify areas to prioritize while eliminating
the manual effort required to sift through individual
responses.
- Sentiment analysis will offer support in ten languages: French,
German, Dutch, Italian, Spanish, Portuguese, Swedish, Danish, and
Finnish, as well as English.
- Visualization features that aggregate trends in open-text
responses while still allowing users to drill into individual
responses to gain a fuller understanding into the “why” behind
customer experience trends.
“CX professionals need to move as quickly as their customers’
opinions change, and static reports don’t cut it,” said Craig
Shull, senior vice president and general manager of GetFeedback at
SurveyMonkey. “While other CX solutions are cumbersome and rigid,
GetFeedback makes CX work more agile than ever and more connected
to how and where you work. This allows entire organizations to
contribute to delivering superior customer experiences without
expensive overhead, difficult training, or slow setup.”
GetFeedback has always captured multichannel feedback across
web, mobile, social, and in-store environments. One of the most
powerful features of this latest release is Automations that enable
customers to automatically trigger actions and push all that
feedback into critical workplace platforms, like Slack, so teams
can take action—such as prioritizing low NPS® scores for follow up,
creating support tickets, and pushing data into BI tools for
analysis—without disrupting their workflow.
"Staying informed about relevant customer feedback and enabling
timely response is crucial to the success of any CX program,” said
Brad Armstrong, VP, Business Development and Corporate Development
at Slack. "With GetFeedback's new integration for Slack,
organizations will be able to route relevant customer feedback to
the right people to streamline follow-up and drive better customer
experience into every part of the organization."
Other new GetFeedback features include webhooks to simplify the
process of integrating feedback data across apps in a company’s
tech stack, and an NPS sequencer to manage and launch large volumes
of recurring surveys with minimal effort.
All features will be available for GetFeedback customers by the
end of June 2021. Learn more by visiting GetFeedback.com.
About SurveyMonkeySurveyMonkey is a leader in
agile software solutions for customer experience, market research,
and survey feedback. The company’s platform empowers more than 20
million active users to analyze and act on feedback from employees,
customers, website and app users, and market research respondents.
SurveyMonkey’s products, enterprise solutions, and integrations
enable more than 345,000 organizations to deliver better customer
experiences, increase employee retention, and unlock growth and
innovation. Ultimately, SurveyMonkey's vision is to raise the bar
for human experiences by amplifying individual voices.
Media Contact:pr@surveymonkey.com
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