Feedback Management - Starter is great for businesses starting their feedback journey, or for businesses using surveys in a more limited instance. Feedback Management - Growth is great for businesses with a robust feedback program that want to analyze feedback at each step of the customer experience journey.
Feedback Management is the backbone for voice of the customer (VoC) programs. This add-on product empowers customers to tightly knit their feedback data about customers and employees to their other data in Salesforce. This allows for triggered follow-ups based on individual survey responses, activating personalization at scale. Businesses can map employee and customer journeys and tie surveys to the stages where feedback is most important. With in-depth insights powered by Einstein, they can drive strategic business decisions based on customer and employee feedback.
Data Mapper allows responses from surveys, like NPS scores or long-text answers, to be mapped back into your Salesforce instance. This unifies feedback data with everything else you know about a customer.
Merge fields pull information from Salesforce into the survey to add additional context for customers and improve response rates. For example, after a service interaction, you can send a survey with the name of the agent and the case number, to personalize the survey at scale.
Customer Lifecycle Analytics is powered by Tableau CRM, and uses AI-powered insights to dig deeper into trends. Prebuilt dashboards help analyze responses within a single survey as well as across surveys, track NPS and CSAT scores across lifecycle maps, and improve response rates by monitoring response and engagement rates across surveys and target demographics.
Feedback Management Starter and Growth both come with five Customer Lifecycle Analtyics licenses. If you would like more users to access Customer Lifecycle Analtyics, you can purchase additional licenses.
* This edition requires an annual contract.
This page is provided for information purposes only and is not warranted to be error-free, nor is it subject to any other warranties.
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