SurveyMonkey Packages Top-Requested CX Tools Into an Approachable Solution for Creating Better Customer Experiences

The all-in-one SurveyMonkey for CX offering includes a native Salesforce integration, multichannel feedback collection tools, and industry-leading survey branding and design features—providing everything most companies need to start building and scaling customer experience programs

SAN MATEO, Calif.: SurveyMonkey, a global leader in online surveys and forms, today announced SurveyMonkey for CX, an approachable, all-in-one solution that helps business owners, customer experience pros, and marketers alike listen to customers and improve their experience. The offering leverages the SurveyMonkey Enterprise platform, which includes SSO, data encryption, access controls, and HIPAA-compliant features to safeguard customers’ sensitive data.

SurveyMonkey for CX offers a suite of helpful features for understanding the customer journey without the complexity or cost of other CX platforms. It enables users to:

• Leverage AI-generated surveys and conversational analysis: Use AI—including GPT-powered capabilities included in SurveyMonkey Genius®—to craft methodologically sound surveys and surface the most significant and actionable insights in minutes
• Benchmark customer experience with industry-standard metrics: Track the most common customer experience metrics, including the customer satisfaction score (CSAT), Net Promoter Score (NPS®), and customer effort score (CES)
• Capture feedback across channels with multichannel collection: Capture feedback across email, web, SMS, social media, and in-app to ensure you’re reaching customers where they already are
• Benefit from 200+ seamless integrations: Spanning analytics platforms, CRMs, collaboration tools, and more, integration options allow users to couple customer feedback data with Salesforce, Marketo, HubSpot, Power BI, Tableau, and beyond, giving all teams a 360-degree view of the customer

Today, CX has taken center stage in most businesses. New research from SurveyMonkey found that 83% of CX professionals report that customer experience plays a leading role in their company strategy, and 66% say their leadership is focused on CX goals—a 28-point year-over-year increase. Notably, the study also found a gap between what consumers want (quick and easy resolutions to their issues) and the CX investments companies plan to make (harnessing cutting-edge technology).

"In today's competitive landscape, companies cannot afford to be out of step with what their customers truly want and need," said Priya Gill, global head of marketing at SurveyMonkey. "Excellent customer experience can be the ultimate differentiator. SurveyMonkey for CX makes it easier to gather customer feedback and allow it to flow throughout the organization, ensuring that all teams, not just customer-facing ones, treat every touchpoint as an opportunity to win customer loyalty and drive growth."

Leading brands worldwide trust SurveyMonkey for customer experience, including the Golden State Warriors, Box, and Greyhound.

To learn more about SurveyMonkey for CX, please visit: https://www.surveymonkey.com/mp/customer-experience/.

About SurveyMonkey

SurveyMonkey is a global leader in online surveys and forms that empowers people with the insights they need to make decisions with speed and confidence. Our fast, intuitive feedback management platform connects millions of users worldwide with real-time AI-powered insights that drive meaningful decisions. We provide answers to more than 20 million questions every day so that people and organizations can attract new audiences, delight customers, create advocates, and extend their competitive advantage in the marketplace. Our vision is to raise the bar for human experiences by amplifying individual voices. Learn more at surveymonkey.com.

Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.

Fonte: Business Wire