NEWS14 January 2021

SurveyMonkey integrates with ServiceNow

Innovations New business News North America

US – Customer experience and survey feedback firm SurveyMonkey has agreed an integration with cloud services and workflow management provider ServiceNow.

SurveyMonkey HQ

‘IntegrationHub’ will allow companies to pair feedback data with digital workflow, and includes features such as artificial intelligence-powered analysis, advanced segmentation capabilities, contextual targeting, and omni-channel feedback collection.

SurveyMonkey said that the integration would help customers share feedback through multiple channels, collect critical feedback from employees in one place and automatically track, manage and resolve inefficiencies.

The integration follows SurveyMonkey’s expansion of its partner platform last year, including the launch of a technology ecosystem programme. The company also agreed integrations with Microsoft Teams and Zoom in 2020.

Tom Hale, president of SurveyMonkey, said: “The technology landscape is frenzied, and many companies are dealing with a fragmented ecosystem as they adopt more and more technologies.

“Together with ServiceNow’s vast workflow capabilities, organisations will be better equipped to collect timely feedback in critical areas like employee onboarding, IT service requests, and online customer service, so they can take action at a moment’s notice to improve operations.”

Marcus Torres, vice president of product management, platform business and foundation at ServiceNow, said: “With IntegrationHub, organisations can now connect ServiceNow’s customer, employee and IT workflows to SurveyMonkey in minutes with no code.

“This provides organisations the power to easily and quickly collect insights to help retain, engage, and satisfy customers and employees throughout their user journeys.”