Momentive's GetFeedback Integrated with Zendesk

SurveyMonkey parent Momentive has integrated its customer experience (CX) management tool GetFeedback with data from CX specialist Zendesk.

GetFeedback offers software to help companies understand and improve their customer experience; while Zendesk's platform connects brands with hundreds of millions of customers through media from chat, e-mail and social media to telephone and help centers. Momentive says the integration is designed to eliminate 'gaps' in customer experience, by bolstering Zendesk customer data with GetFeedback customer feedback, to create a more 'holistic view' of the customer journey and a single source of customer insights for joint customers.

Features include the ability to automatically send surveys after every solved ticket, personalized with Zendesk customer information without manual effort. In addition, the firms say that the combination will help better understand customers with contextual insights, measure sentiment, and unlock information across channels, segments, agents and more. The partnership will also make it possible to track customer experience over time, with the ability to drill down into key drivers of satisfaction.

Priya Gill, VP of Product Marketing at Momentive, says that the 'bi-directional integration' has been one of her firm's most-requested features. Tim Sheard, Director, Tech Alliances at Zendesk, adds: 'We're excited for this strategic partnership that allows us to strengthen the customer support ecosystem and offer our mutual users a deeper understanding of their customers to provide exceptional customer experiences with every interaction,'

Separately, earlier this year, shareholders of Zendesk rejected the proposed acquisition of Momentive, after a number of Momentive investors and advisory firms claimed that the price tag undervalued the business.

Web sites: www.momentive.ai and www.zendesk.com .