NEWS15 February 2021

SurveyMonkey and Salesforce agree integration

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US – Market research and survey software firm SurveyMonkey has introduced a new integration between its customer experience (CX) platform GetFeedback and Salesforce’s ‘Commerce Cloud’.

Commerce Cloud allows users to provide personal experiences for shoppers on the internet, mobile, social and in-store, while GetFeedback captures feedback across channels and allows users to analyse it for trends to improve CX.

The integration between GetFeedback and Commerce Cloud will allow customers to analyse underlying causes of behaviours such as cart abandonment, conduct audience research among site visitors, carry out post-purchase surveys and create marketing campaigns.

The Salesforce integration will also enable GetFeedback users to gather feedback across all digital channels without disrupting the shopping experience, therefore preserving conversion rates.

Craig Shull, senior vice president and general manager of the GetFeedback platform at SurveyMonkey, said: “Within the last year, online shopping has grown in a way we could not have predicted. Retailers need to move as quickly as their customers to increase satisfaction and loyalty.

“GetFeedback’s integration with Commerce Cloud enables users to quickly take action that drives business results with the most current customer data.”

Lidiane Jones, executive vice-president and general manager of the Salesforce Commerce Cloud, said: “With SurveyMonkey’s new GetFeedback integration for Commerce Cloud, companies can quickly and easily create feedback programs to monitor, measure and improve their ecommerce experience.”

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