Momentive agrees integration deal with Zendesk

The integration is aimed at covering blind spots in customer interactions and creating a single source of customer insights for joint customers of the two firms.

The GetFeedback integration with Zendesk combines the customer data available in both platforms to improve the overall customer experience with closed-loop feedback collection, meaning every user has a more complete picture of the customer journey.

Key features include sending automated surveys after every interaction, sentiment measurement, viewing GetFeedback survey responses within Zendesk, and making key performance indicators, metrics and Zendesk ticket data available in GetFeedback for analysis and action.

Zendesk is a customer experience company that was founded in 2007 in Copenhagen and is now based in California, US, with more than 5,000 employees, and which bought Momentive earlier this year.

Priya Gill, vice-president of product marketing at Momentive, said: “A GetFeedback integration with Zendesk has been one of our customers’ most-requested features, which makes sense — it’s a natural fit to combine GetFeedback customer feedback data with Zendesk’s customer service data.

“This bi-directional integration solves the problem of stale data leading to bad decision-making by empowering users of both solutions to take swift action with confidence because they have a holistic view of the customer journey and the most timely data.”

Tim Sheard, director, tech alliances at Zendesk, said: “GetFeedback and Zendesk are complementary solutions that together can provide a comprehensive view of the customer journey and sentiments.

“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.”