Learn how to leverage the SurveyMonkey-Salesforce Integration to automate workflows and boost customer experience, retention, and business growth.
Integrating SurveyMonkey with Salesforce offers a powerful way to gain a 360-degree view of your customers. This integration helps companies collect, analyze, and act on customer feedback, driving better decisions and improving customer experience.
In this article, we'll explore the benefits of the SurveyMonkey-Salesforce integration, how to send surveys in Salesforce, and best practices for enhancing customer engagement and retention strategies.
You can run surveys in Salesforce using the native SurveyMonkey integration to collect, analyze, and sync data between platforms. This integration tracks metrics like Customer Effort Score (CES), Customer Satisfaction Score (CSAT), and Net Promoter Score (NPS) in Salesforce.
SurveyMonkey for Salesforce lets you trigger surveys at key customer touchpoints, from onboarding to renewal. Automated workflows push real-time feedback into Salesforce, enabling teams to act quickly on customer concerns and improve retention. By integrating surveys with Salesforce, you can gain a comprehensive view of the customer lifecycle, allowing you to convert more prospects and build loyalty.
Decide how you want to distribute surveys and connect the feedback to Salesforce. Start by asking these questions:
Consider these distribution methods:
When mapping customer feedback to Salesforce, you have two main options: managed mappings and custom Objects.
Managed mappings are pre-built packages that are easy to install and use. They include standard look-up fields like Case, Contact, Leads, and Accounts. Use these if you want a maintenance-free setup.
Benefits:
Custom Objects build your custom mappings to fit your specific needs. This approach allows for more control and customization.
Benefits:
Collecting data is only the first step. Here's how to analyze and leverage this data effectively:
Influence sales and marketing strategies:
Create regular results readouts:
Share your wins:
Automate workflows in SurveyMonkey and Salesforce to drive action from real-time feedback:
For example, an NPS survey sent to customers can trigger an automated workflow:
The SurveyMonkey and Salesforce integration provides a comprehensive view of your customers by combining operational data with customer feedback. This enriched data offers both quantitative metrics and qualitative insights. Here are three common ways companies leverage the SurveyMonkey-Salesforce integration:
Use SurveyMonkey and Salesforce to trigger surveys after key interactions, like closing a support case. If a customer gives negative feedback, Salesforce can create a follow-up task for an account manager to address issues promptly and prevent churn.
The integration helps you set up both transactional and relational NPS programs.
Transactional NPS (tNPS) provides immediate and rapid feedback to achieve operational excellence. You can use it to measure specific interactions, such as support calls or purchases. For example, you can send a tNPS survey after a support call to gauge immediate satisfaction.
Relational NPS (rNPS) gathers ongoing, strategic feedback for relationship building and measures overall loyalty over time. Send regular NPS surveys to measure long-term satisfaction and track the effectiveness of your relationship-building efforts.
Combine survey data with Salesforce data to tailor sales and marketing campaigns. For example, segment promoters for upsell opportunities or target passives and detractors with win-back promotions. The SurveyMonkey-Salesforce integration allows you to use feedback to refine strategies and improve customer engagement.
Combine SurveyMonkey and Salesforce to create a single source of truth for your business. By centralizing all interactions and data in one place, your team will gain a complete view of the customer.
Link survey feedback to customer attributes in Salesforce to demonstrate the impact of excellent customer experience on business metrics like customer lifetime value (CLV) and churn. These customer insights demonstrate the ROI of your CX efforts and focus on improving retention.
Trigger surveys based on specific customer activities or milestones captured in Salesforce. This context makes your outreach timely and relevant, driving higher response rates. Automating feedback collection allows you to scale your efforts effectively.
Automate survey deployment and data flow between systems to free your team from manual processes. These automated data pipelines enable real-time reporting and analytics, ensuring your customer intelligence is always up to date.
Integrating SurveyMonkey with Salesforce empowers businesses to gather valuable customer feedback, automate workflows, and drive strategic decision-making. Teams can run surveys directly within Salesforce to track critical metrics, address customer concerns, and improve satisfaction.
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