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Meet the GetFeedback platform: A modern approach to customer experience management

3 min read

To say that the pandemic has drastically changed how businesses operate and compete is an understatement. As a customer experience professional, you’ve learned that you need to quickly adapt your programs to meet customers’ evolving needs. 

In fact, agility is the key for business survival amid the pandemic. According to the recent GetFeedback and SurveyMonkey study of nearly 1,800 CX professionals, companies that have seen financial growth are nearly 3x more likely to be agile than those that have seen revenue decline since the start of COVID-19.¹ (Read more from the report.) And 87% of respondents said customer feedback has become more important compared to before COVID-19. 

Clearly, the best way to deliver world-class customer experiences in the “new normal” is to ask, analyze, and act on reliable and holistic customer feedback gathered at all touchpoints throughout the entire customer journey. 

Driving business results with transactional and digital feedback 

In June, we announced that Usabilla and GetFeedback—two SurveyMonkey acquisitions—were joining forces to create a flexible, easy-to-deploy multi-channel approach to CX management solutions. Today, I am thrilled to unveil the GetFeedback platform, an agile CX solution that helps you accelerate insights, reach customers anywhere, and empower teams to act on feedback. In other words, the GetFeedback platform is the modern approach to CX management.

The GetFeedback platform combines the best of two SurveyMonkey acquisitions: GetFeedback and its Salesforce ecosystem leadership with Usabilla’s powerful digital feedback technology. We’ve enhanced both products and brought them together under one brand to provide our customers with a modern, unified CX solution. We’re excited to be part of SurveyMonkey’s solutions for businesses, as well as benefit from the company’s feedback software expertise.

How you benefit 

For Usabilla customers, not only will the GetFeedback platform continue to enable you to ask, analyze, and act on web and app feedback, but you can now leverage GetFeedback’s leading Salesforce integration to automate CX programs based on activity in Salesforce. 

The GetFeedback platform is well positioned to meet the needs of modern businesses with agility, flexibility, and integrations with popular business systems at its core. 

GetFeedback platform: Agility and flexibility at its core 

GetFeedback’s commitment to agility means that you can quickly adapt your business to consistently deliver great experiences. You’ll get insights in days, not months. 

Our solution enables you to meet your customers wherever they are. You make it easy for them to give real-time feedback in the channels that work best for them, including websites, mobile apps, email, and SMS. 

The GetFeedback platform integrates customer feedback with the systems that your teams use every day. No matter whether your teams collaborate using Slack, email, or Jira, you can share important customer analysis with key people to close the loop for customers. That’s vital for world-class CX. 

This announcement of the GetFeedback platform is another major milestone in our strategy to simplify CX and make CX technology more accessible to organizations. You won’t need expensive professional services to implement the platform, which means you can get your CX programs running in days, not months.  

Finally, you can focus on the people who matter most to your business—your customers. 

To learn more, contact our sales team to see how we’re helping power agile CX programs.

¹SurveyMonkey/GetFeedback study of 1,777 professionals in the U.S. who are involved in the customer experience (CX) or Voice-of-the-Customer (VoC) programs at their organizations.