SurveyMonkey Expands GetFeedback CX Platform

SurveyMonkey has added several new listening, analysis and automation features to its customer experience management platform GetFeedback, capturing customer feedback in secure environments such as ATMs and offering AI-powered sentiment analysis.

GetFeedback was acquired by SurveyMonkey in 2019, with the aim of helping enterprise clients act on customer insights. As well as extending the reach to environments like ATMs, the platform now also captures feedback from car consoles, and high-security web sites. A new 'Text Insights' feature, powered by SurveyMonkey's machine learning models, helps users uncover insights in large volumes of open text feedback through sentiment analysis (supporting ten languages) and by identifying key phrases. The feature understands positive, negative and neutral sentiment and can visualize the sentiment it finds.

Another new feature, 'Embedded Listener', connects CX leaders to customers in more places, and the 'Automations' tool enables customers to automatically trigger actions and push feedback into workplace platforms, 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. Other new GetFeedback features include webhooks, designed 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.

Craig Shull (pictured), SVP and General Manager of GetFeedback, comments: 'CX professionals need to move as quickly as their customers' opinions change, and static reports don't cut it. 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'.

Web sites: www.surveymonkey.com and www.getfeedback.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.