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Usabilla Announces Partnership with Salesforce for Intelligent Feedback Management

4 min read

From a bad experience in the payment process to a product improvement suggestion, your company can receive all sorts of feedback. Once feedback is analyzed and structured, it is important to take action; however, the sheer amount of feedback can be overwhelming.

That’s where Salesforce comes in to supplement our VoC (Voice of Customer) solution with their industry-leading customer success platform, a new AppExchange integration we welcome with pride!

Here is what you can expect.

Manage feedback items within Salesforce

What if you could easily organize feedback items according to their level of priority? With this integration, you can make teams more effective by picking up critical items immediately and managing Usabilla feedback as part of your Salesforce workflows.

This will save time as you can differentiate business critical issues from less urgent suggestions. You can then leverage the power of user feedback across the whole organization using notifications and assigned tasks so everyone is informed and knows when to take action.

Respond in the moment

By gathering the relevant feedback items into your Salesforce dashboard, it’s easy to get back to your customers about their requests and even assign items to notify other colleagues on what issues need addressing.

You can also set up filters and leverage Salesforce’s reporting, so you can keep a clear overview of what’s going on with collected feedback and close the loop on the received feedback.

Access real-time customer information

With personal reports in the Salesforce dashboard, you can create overviews that empower you to monitor your cases in real-time. Use snapshots to create reports on the most important KPIs and share them easily with your team.  

For existing CRM contacts, the app also connects feedback to existing info so you have case history at hand. The combination of feedback and case information enables companies to make better-informed decisions on how to take action in improving the customer experience.

Why we chose Salesforce

At Usabilla we always say:

Feedback is only as valuable as the actions you took to improve.

An inbox packed with feedback items is only the very beginning. What matters next is the insights you extract from the data. And finally, your success will depend on the actions you take. How are you truly improving the experience? What will you change?

That’s why enabling our users to work with our solution together with their current tech stack is a critical step. By staying at the heart of their users’ work tools, we enable them to take action on a daily basis and truly achieve customer-centricity.

Integrations at Usabilla

Integrations have the power to enrich (feedback) data such as website analytics, to optimize insights with A/B testing and to increase productivity. There are many use cases to explore.

Our new integration with Salesforce is a great example of how you can incorporate insights into existing workflows and technologies. It truly enables Salesforce users to achieve what they set out to do: tackle customers issues with care, by making it easy to take action in existing Salesforce workflows.


Our new integration with Salesforce will help you:

    • Organize your incoming insights more efficiently and relate them immediately to existing customers in your database
    • Prioritize issues and distribute them via existing workflows to the right department or responsible person
    • Finally, use the existing options to get back to your customers and close the loop

How to get started

If you would like to learn more, download our one-pager here.

Already a Usabilla customer? Please get in touch with your Customer Success Manager.

About Salesforce

Salesforce is an industry-leading CRM company. Their Customer Success Platform has become the world’s top enterprise cloud ecosystem. Industries and companies of all sizes can connect to their customers in a whole new way using the latest innovations in cloud, social, mobile and data science technologies with the Customer Success Platform.

About Usabilla

Usabilla empowers brands like KLM, Tommy Hilfiger, and Toyota to become truly customer-centric by improving digital experiences on websites, apps and emails. Enterprises acquire the ultimate solution to capture the voice of their customers, collect quantitative along with qualitative data, and turn insights into actions that drive success. With Usabilla, start asking Why.

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