GetFeedback has unveiled GetFeedback for Salesforce Desk.com, an integrated customer feedback system that allows companies to collect customer feedback with engaging, branded, mobile-ready surveys and associate that feedback with customer records and cases in Desk.com. Customer feedback can also be integrated directly into the Salesforce1 Sales Cloud for complete visibility of customer sentiment across sales and support departments.
Key components of the new product include:
? Support Center Web site Feedback – GetFeedback for Desk.com provides the ability to collect customer feedback directly from support Web sites, allowing a company to pinpoint areas of confusion, reduce friction in the self-service support process, and identify where knowledge articles and content can be improved.
? Support Email Feedback - Customer support agents who engage with customers via email or social media often have multiple interactions with a customer prior to case resolution. These written communications can often be confusing, poorly worded, and cause additional frustration. Customers now have the ability to provide direct feedback on the quality of each written interaction.
? Support Agent Feedback - Being able to view aggregate customer feedback across many interactions allows a company to understand which agents are delivering phenomenal service, and identify areas for agent improvement and training.
? Support Case Feedback - Measuring customer satisfaction and Net Promoter Scores can help a company follow up with customers and take action to make sure every customer is a raving fan.
? Integration with Salesforce1 Sales Cloud - GetFeedback for Desk.com combined with the Salesforce1 Sales Cloud provides complete visibility into customer feedback and sentiment across both support and sales departments.