{"id":20558,"date":"2020-08-05T05:00:00","date_gmt":"2020-08-05T12:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=20558"},"modified":"2020-09-23T04:45:27","modified_gmt":"2020-09-23T04:45:27","slug":"salesforce-launches-new-feedback-management-solution-for-businesses-to-better-respond-to-customer-and-employee-needs","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/salesforce-launches-new-feedback-management-solution-for-businesses-to-better-respond-to-customer-and-employee-needs\/","title":{"rendered":"Salesforce Launches New Feedback Management Solution for Businesses to Better Respond to Customer and Employee Needs"},"content":{"rendered":"\n<p>As organizations continue to manage through reopening safely, it&#8217;s more important than ever that they understand the changing needs and expectations of their key stakeholders. Do employees feel safe returning to work? Are customers satisfied with the health standards offered in-store? Are policyholders upset with a recent change in their insurance costs?<\/p>\n\n\n\n<p>With that in mind, Salesforce is introducing <a href=\"https:\/\/www.salesforce.com\/products\/platform\/products\/feedback-management\/\" target=\"_blank\" rel=\"noreferrer noopener\">Feedback Management<\/a>, a new suite of enterprise-level tools and surveys built natively into the Salesforce platform that provides businesses with the capabilities to collect real-time, actionable feedback. With this easy-to-activate solution, businesses can drive more informed and relevant business decisions.<\/p>\n\n\n\n<p>According to Salesforce\u2019s <a href=\"https:\/\/www.salesforce.com\/content\/dam\/web\/en_us\/www\/assets\/pdf\/salesforce-state-of-the-connected-customer-report-2019.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">State of the Connected Customer Report<\/a>, 73% of customers expect the businesses they interact with to understand their needs. However, only about half of customers say companies are delivering on their needs because businesses do not have the necessary information to provide personalized experiences. Real-time feedback data gathered at the right stage of each relationship is the most important way for businesses to better understand the needs of their customers. <\/p>\n\n\n<div class=\"wp-block-image__wrapper\">\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large prevent-download\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"20555-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img loading=\"lazy\" decoding=\"async\" width=\"745\" height=\"901\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pemobile.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-20555\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pemobile.png 745w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pemobile.png?w=248&amp;h=300 248w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pemobile.png?w=218&amp;h=264 218w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pemobile.png?w=302&amp;h=365 302w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pemobile.png?w=678&amp;h=820 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pemobile.png?w=124&amp;h=150 124w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pemobile.png?w=160&amp;h=193 160w\" sizes=\"auto, (max-width: 745px) 100vw, 745px\" \/><\/a><figcaption><em>Gather powerful, actionable feedback such as NPS scores after a store visit<\/em><\/figcaption><\/figure><\/div>\n<div id=\"20555-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Close this image dialog window\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1>\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large prevent-download\"><img loading=\"lazy\" decoding=\"async\" width=\"745\" height=\"901\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pemobile.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-20555\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pemobile.png 745w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pemobile.png?w=248&amp;h=300 248w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pemobile.png?w=218&amp;h=264 218w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pemobile.png?w=302&amp;h=365 302w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pemobile.png?w=678&amp;h=820 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pemobile.png?w=124&amp;h=150 124w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pemobile.png?w=160&amp;h=193 160w\" sizes=\"auto, (max-width: 745px) 100vw, 745px\" \/><figcaption><em>Gather powerful, actionable feedback such as NPS scores after a store visit<\/em><\/figcaption><\/figure><\/div>\n<\/div><\/div><\/div>\n\n\n<p><\/p>\n\n\n\n<p>Salesforce Feedback Management offers the following capabilities to gather feedback in real time: <\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><b>Enhancing the Customer 360 with unified feedback and customer data: <\/b>Businesses can automatically pull their data available in the Salesforce platform and plug that data into a customer survey question &#8212; such as a service rep name, item purchased and date of service &#8212; helping provide more personalized questions and context to the survey taker. The responses are then mapped individually back into the Salesforce platform, automatically creating or updating a field. This unifies the business\u2019s customer feedback anddain the Salesforce platform to make it more actionable for that business. And by mapping that information back to the platform, business can create follow-up actions based on different needs.<\/li><\/ul>\n\n\n\n<ul class=\"wp-block-list\"><li><b>Automatically collect feedback at the various points of interaction between a business and its customers and employees:<\/b> Businesses can create fully customizable lifecycle maps and journey analytics to help define the interactions that are important to their business, create surveys and automate feedback collection across any channel, including bots, service centers, portals and more. For example, as retailers begin to re-open physical locations, they can immediately collect feedback after a customer leaves their store, helping to improve new in-store operations and experience. <\/li><\/ul>\n\n\n<div class=\"wp-block-image__wrapper\">\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large prevent-download\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"20556-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img loading=\"lazy\" decoding=\"async\" width=\"850\" height=\"741\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pemaps.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-20556\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pemaps.png 850w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pemaps.png?w=300&amp;h=262 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pemaps.png?w=768&amp;h=670 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pemaps.png?w=264&amp;h=230 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pemaps.png?w=419&amp;h=365 419w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pemaps.png?w=678&amp;h=591 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pemaps.png?w=150&amp;h=131 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pemaps.png?w=221&amp;h=193 221w\" sizes=\"auto, (max-width: 850px) 100vw, 850px\" \/><\/a><figcaption><em>Automatically send surveys after interactions important to your business<\/em><\/figcaption><\/figure><\/div>\n<div id=\"20556-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Close this image dialog window\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1>\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large prevent-download\"><img loading=\"lazy\" decoding=\"async\" width=\"850\" height=\"741\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pemaps.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-20556\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pemaps.png 850w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pemaps.png?w=300&amp;h=262 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pemaps.png?w=768&amp;h=670 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pemaps.png?w=264&amp;h=230 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pemaps.png?w=419&amp;h=365 419w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pemaps.png?w=678&amp;h=591 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pemaps.png?w=150&amp;h=131 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pemaps.png?w=221&amp;h=193 221w\" sizes=\"auto, (max-width: 850px) 100vw, 850px\" \/><figcaption><em>Automatically send surveys after interactions important to your business<\/em><\/figcaption><\/figure><\/div>\n<\/div><\/div><\/div>\n\n\n<ul class=\"wp-block-list\"><li><b>Improving experiences with actionable insights: <\/b>Feedback Management gives businesses the ability to create follow-up actions based on any survey response and track net promoter and customer satisfaction scores across the customer lifecycle. Powered by <a href=\"https:\/\/www.salesforce.com\/products\/einstein-analytics\/overview\/\" target=\"_blank\" rel=\"noreferrer noopener\">Einstein Analytics<\/a>, Feedback Management provides intelligent, built-in dashboards so businesses can track customer and employee feedback to derive actionable insights. For example, an insurance company can track satisfaction scores with policyholders across interactions and drill down into why the scores may have increased or decreased after submitting a claim, helping them to address any shortcomings with the customer experience.<\/li><\/ul>\n\n\n<div class=\"wp-block-image__wrapper\">\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large prevent-download\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"20557-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"555\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pecla.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-20557\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pecla.png 1000w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pecla.png?w=300&amp;h=167 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pecla.png?w=768&amp;h=426 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pecla.png?w=264&amp;h=147 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pecla.png?w=500&amp;h=278 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pecla.png?w=678&amp;h=376 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pecla.png?w=150&amp;h=83 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pecla.png?w=348&amp;h=193 348w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/><\/a><figcaption><em>Better understand relationships across a lifecycle with dashboards powered by Einstein Analytics<\/em><\/figcaption><\/figure><\/div>\n<div id=\"20557-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Close this image dialog window\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1>\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large prevent-download\"><img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"555\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pecla.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-20557\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pecla.png 1000w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pecla.png?w=300&amp;h=167 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pecla.png?w=768&amp;h=426 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pecla.png?w=264&amp;h=147 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pecla.png?w=500&amp;h=278 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pecla.png?w=678&amp;h=376 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pecla.png?w=150&amp;h=83 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/pecla.png?w=348&amp;h=193 348w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/><figcaption><em>Better understand relationships across a lifecycle with dashboards powered by Einstein Analytics<\/em><\/figcaption><\/figure><\/div>\n<\/div><\/div><\/div>\n\n\n<p><\/p>\n\n\n\n<p>Salesforce Feedback Management is now available globally as an add-on to Sales, Service, Platform and our Industry-specific clouds. <a href=\"https:\/\/www.salesforce.com\/products\/platform\/products\/feedback-management\/\" target=\"_blank\" rel=\"noreferrer noopener\">Learn more<\/a> about this new solution and to <a href=\"https:\/\/www.salesforce.com\/form\/events\/webinars\/form-rss\/2518102\" target=\"_blank\" rel=\"noreferrer noopener\">register for our webinar<\/a> on August 11.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>As organizations continue to manage through reopening safely, it&#8217;s more important than ever that they understand the changing needs and expectations of their key stakeholders. Do employees feel safe returning to work? Are customers satisfied with the health standards offered in-store? Are policyholders upset with a recent change in their insurance costs? With that in [&hellip;]<\/p>\n","protected":false},"author":108,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":37993,"sf_product_cta_id":0,"footnotes":""},"categories":[1],"tags":[],"sf_content_type":[1727],"sf_theme":[1917],"sf_topic":[2068,1734,1763],"sf_product":[1782],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1724],"sf_collection":[],"sf_visibility":[],"coauthors":[2061],"class_list":["post-20558","post","type-post","status-publish","format-standard","hentry","category-uncategorized","sf_content_type-news-announcements-product","sf_theme-customer-engagement","sf_topic-customer-360","sf_topic-customer-engagement","sf_topic-innovation","sf_product-tableau-crm","sf_location-amer"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - 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