Successful companies in the modern age are the ones that can keep pace with—or even stay one step ahead of—their customers’ needs. Today’s tumultuous and uncertain times have only accelerated the need to stay agile and keep a close eye on your customer experience.
A recent SurveyMonkey study of nearly 1,800 CX professionals¹ found that financially successful companies are nearly 3x more likely to be agile than those that have seen revenue decline since COVID-19 (agility is defined here as the ability to adapt quickly to changing customer needs). Read more from the report here.
Staying in lockstep with your customers requires a proactive approach to understanding the customer experience and responding swiftly to changing customer needs.
That’s why here at SurveyMonkey, we’re thrilled to announce our latest innovations in the CX space. Earlier this year, we shared our plans to join together two best-in-class CX solutions: Usabilla, a leading digital experience solution for gathering in-the-moment feedback, and GetFeedback, the top-rated feedback solution for Salesforce. Today, we’re thrilled to announce the GetFeedback platform, a modern CX solution that enables businesses to get critical customer insights faster, reach customers anywhere, and empower teams to take action on feedback.
The GetFeedback platform for agile, integrated CX
While CX is clearly top of mind today—89% of the 305 C-level executives we surveyed2 say that they’re extremely invested in CX—there’s a gap between what organizations need to run their CX programs effectively and the capabilities of the technologies they use.
In fact, 3 in 4 CX professionals¹ say the CX solutions they’ve evaluated or implemented don’t match their needs. That means just a quarter of CX leaders have found a solution that matches their needs—the rest are either missing features and functionality they need (27%) or are too robust for their needs, and likely come with a higher price tag as well (37%).
GetFeedback is purpose-built to power agile, affordable, and effective CX programs—without requiring an army of consultants to run.
With GetFeedback, you can:
Quickly adapt to customer needs: Your customers’ needs are changing fast. GetFeedback helps you get customer insights in days, not months, so you can keep up with your customers and deliver exceptional experiences, consistently.
Listen to your customers wherever they are: Your customers shouldn’t have to jump through hoops to tell you how they feel. Meet your customers where they are and make it easy for them to give real-time feedback in the channels that work best for them.
Empower teams to act on feedback: Seamlessly connect your customer feedback data, and drive the right set of actions, with the business systems your teams use daily—like Salesforce—to analyze your customer experience and take meaningful action.
A unified platform that’s equal parts powerful and easy to use
As of today, GetFeedback and Usabilla are officially part of the GetFeedback Platform. Together, they form a unified platform that’s powerful, robust, and accessible.
This announcement of the GetFeedback platform is another major milestone in our strategy to simplify CX and make CX technology more accessible to organizations. The platform won’t require heavy professional services to implement, enabling you to get up and running in days, not months. The technology’s ease of use enables our customers to focus on improving their customer experience, and in turn, their companies’ performance.
¹SurveyMonkey/GetFeedback study of 1,777 professionals in the U.S. who are involved in the customer experience (CX) or Voice-of-the-Customer (VoC) programs at their organizations.
2SurveyMonkey/GetFeedback study of 305 C-level executives in the U.S. who are involved in the customer experience (CX) or Voice-of-the-Customer (VoC) programs at their organizations