DIY research software company SurveyMonkey has announced that its customer experience tool now integrates with CRM software giant Salesforce, enabling clients of both firms to automate workflows and processes measuring customer success.
The SurveyMonkeyCX tool helps clients collect, understand and act on feedback throughout the customer journey. Features include net promoter score surveys and analytics to help identify problem areas, determine key drivers, and automate customer follow-up at every touchpoint. The integration with Salesforce workflows and processes aims to simplify data collection and sync real-time feedback data into Salesforce.
The two are already partners. Four years ago, SurveyMonkey integrated its core product with Salesforce, and in September Salesforce Ventures - the company's corporate investment group - invested $40m in in a private placement at SurveyMonkey's IPO price. The new CX enterprise integration is available to joint Salesforce customers, or through API or other integrations.
Samantha Bufton (pictured), VP of Product at SurveyMonkey, comments: 'Our latest enterprise integration builds on the current success that our customers have already enjoyed with Salesforce, the global leader of CRM. We believe feedback from customers and the market belongs where the work is already happening: across the organization in existing business processes. Our commitment is to continue to change the way organizations interact with customers and bring powerful sets of data together, all within their current systems of record'.
Web sites: www.surveymonkey.com and www.salesforce.com .
All articles 2006-19 written and edited by Mel Crowther and/or Nick Thomas.